I really need some advice because this whole situation feels insane to me.
Back in late February, I bought a Rimowa Distinct suitcase in the US using my Bank of America debit card. Rimowa shipped it with UPS, but UPS delivered it to the wrong person or wrong address, and I never received it.
The delivery was signed by someone else, not me. I never saw the suitcase or even the box, but UPS still marked it as delivered.
I contacted Rimowa many times. Every time they told me to wait around two weeks while they investigated with UPS. I waited almost half a month each time, only to receive the exact same response:
“UPS confirmed delivery, therefore we cannot offer compensation.”
They have now rejected me three times.
What frustrates me the most is that it feels like nobody wants to take responsibility. I paid for an expensive suitcase and received absolutely nothing. Rimowa just keeps pushing everything onto UPS and telling me there’s nothing more they can do.
But as the customer, how is this acceptable? The signature isn’t mine, and I never received the item, yet they keep closing the case just because UPS says “delivered.”
I also contacted Bank of America, but the bank told me they need more cooperation from the merchant for the investigation, and so far all I’ve gotten from Rimowa are rejection emails.
At this point I genuinely don’t know what else I’m supposed to do. File a police report? Keep disputing with the bank? Small claims court? File a consumer protection complaint?
And for such an expensive package, I assumed the shipment would be insured. If UPS misdelivered it, why am I the one taking the loss?
If anyone has dealt with something similar before, I’d really appreciate some advice.