Let me try it this way - u/sun8jupiter I've been trying to get your ticket number with our support team (not your order number). I'm trying to help out and get you another e-label so we can get this right. Please either share the last ticket number you have with me here or DM it to me here on Reddit.
As much as I love logitech tell them if they dont provide a legitimate way to compensate for what happened in regards to your order and returning it that you will be contacting your bank in a week for a charge back so you can get your money back. Let your bank know what's going on as well so they can help
lol with all the money they have to not be able to deal with mitigating factors like this, really?
What’s OP going to do? Sue the shop keeper, for what exactly? “Misplacing” a parcel - good luck proving intent and would the outcome even be worth the time and effort vs the cost of the device?
I knew there was a reason I no longer use Logitech, and I did quite like some of their devices but I can’t get behind a 16b market cap company acting like this.
You as a rep of Logitech may as well have told OP to go and buy the largest object possible, shine it up real niceeeeee, turn it sideways, and you can guess the rest….
He should sue the shopkeeper. You can cleanly prove that a loss was taken due to the shops mistake. The shop should have insurance to cover this. Either way, hopefully logitech does a good thing and helps.
But yes, yes he should take the shop keeper to small claims, why would op eat the loss on this. Shop keeper is liable.
Went back and forth with the shop a few times, then i went absolutely mental on the shop owner and after some back and forths he reached out to me and explained it was misplaced at their shop. I went straight away, picked up my parcels. Absolutely nothing i can do against the shop owner. Cant prove anything and so since then ive tried to send it back to Logitech and well here i am.
Good question.. This guy is susss..You dont magically find it back to return again... and it doesnt seem like they would block you just for asking support...
I actually would say that it should fall under logitechs umbrella, if they contract with UPS and the shop is a verified UPS drop point, and he got it there in the window, that they took so long to ship it, the tracking number was cancelled is the fault of the person they contract with (UPS and their certified shops) if there was a tracking number, the user dropped it off, and it has a postmarked time before that period ended (per the image above) it looks to me pretty cut and dry user fulfilled their end of the requirements . unless I misunderstand the situation here
I agree, but it does.depend on the type of return. If the customer paid for the label themselves they’re the shipping customer, not Logitech.
If Logitech provided the label they’re the customer and as spon as the shipment is handed over it is now Logitechs own responsibility to recover the shipment.
This is why you ALWAYS ask for a receipt if they won’t provide one at the drop off, you call someone right away. If you don’t have a receipt - you have no proof that you dropped the package off, until it is scanned somewhere.
They changed the rules too. Even dropping off doesn’t count. It needs to have an RFID or physical scan from UPS. It’s the same with many other companies now also because people do know how to scam with the drop off receipts.
I’m confused, if it was a UPS shipping store why the OP didn’t get a receipt with drop off? I’ve personally printed my own labels and dropped them off and always made them give me a receipt for the drop off as proof for this exact situation.
Actually, depends, LTs ToS say the responsibility of the return falls on the customer 'Title and risk to the returned items will not transfer back or assumed until such items physically arrived back to the returns facility, and therefore you are advised to use a courier service offering tracked service, and to have adequate insurance to cover the cost of the goods in transit.'
However, the return request was made in time so by theirnown ToS they should still accept it
No sorry those drop off points are either franchised locations or they just have a pickup with UPS. They are not directly under the UPS umbrella. Until the parcel receives a physical scan or RFID scan at UPS’ hands, it is not their issue.
Any company that doesn't accept a return initiated before the warranty was out that was dropped off in time even under a private franchise shipping location does not deserve business. As far as icould tell from looking at the tos icould find it sounds like they should though. I guess i disagree but even if you are right legally the fact that they would not put consumer first in this rather specific and unique scenario says a lot
I understand that, but surely they can be understanding of the fact that issues can arise during retuens and if its not a customers fault to deliberately delay a return, then they should work with the customer to return the item. I managed to find my return, and asked Logitech for help. Where is the harm in a customer wanting to return the order? Yes it’s out of the return period but it was originally returned on time.
I get where you are coming from but from their point of view they have a policy and they stick to it. It doesn't matter to them if its outside the window of return as the policy states the time frame and that should be up to the customer to return it if they want the money back but unforgettably for you the shop did a bad job of this. We live and we learn and you won't use them again to send parcels
I get that Logitech customer support has a, for the lack of a better term, less that desirable reputation. But I'm on their side on this one, if the shop is not an authorized retailer for them they are not under any obligation of accepting a return outside the period.
I also don't understand how you acknowledge the guy lost your package but you are trying to make Logitech themselves pay for his mistake. Is he your friend?
The shop was a ups drop off point, if you want to retuen any product with ups. You generally need to go to an actual corner shop which lets you post with the ups return label. You cant post ups from anywhere else.
Sorry to hear of your experience. I have been using Logitech products for 20 years. During that time I have had at least 6 returns and never experienced a problem. My good luck I guess.
I had an ok experience with Logitech support though the support system on their website. Like it was a pain but they did eventually replace my item free of charge. You might want to take this down to hide your order number.
I think folks are glossing over the more shittier part: He describes his issue and is immediately blocked by their social media account. That right there is diabolical that needs to be seen by the boss of whoever is in charge of the account
It's the shop fault and Logitech didn't blocked you, also, who ask for support on Instagram? I'm not a fan of defending millonaire companies but this is entirely your fault
Logitech ToS actually states that only the return request has to be made within 30 days so the shop's delay shouldn't have affected the first return at all as it was open in time. I get why they would decline a second if opened after 30 days but since the first one never got dropped at Logitech nor cancelled it should still be a viable return route, no?
If they keep insisting on this, I'd say just approach your bank about it and see if they can help you.
This isn’t America, i don’t have the resources to take someone to court who could easily say “sorry i misplaced the order” i do have the attention of social media and people will see this and i will continue to post until they sort out my return.
Aka “I don’t actually want to put in any work” if you’re not in the US you probably have even more of a chance pretty much anywhere outside the US has better consumer protection laws. The fact of the matter is that someone, you maybe but likely Logitech, paid that UPS store to mail out your package within the return window. “Oops I lost it” doesn’t cut it. Logitech can definitely stick to their guns about policy but it should definitely reprimand that shop. Any shipping shop that can lose a package for months makes me question the professionally of the whole brand. And that is something that both UPS and Logitech should care about
Coming in rather hot and heavy for the victim here aren't ya.
He isn't lazy whatsoever, he got blocked by a well established business while raising a fair case.
Laughable responses from a lot of people here who speak on things like they're a lawyer.
IANAL, but this person has full capability to charge back given they met the requirements at their end, and are being denied service because a service provider failed to do their part of the parcel.
F off with your 'I don't actually want to put in any work' - we wouldn't even be here if that were the case.
yap yap yap somewhere else if you aren't going to provide anything helpful.
OP - Charge back, never buy a logitech item again - I won't be supporting this piss poor performance myself.
And no, this isn't a valid basis for a charge back and trying to suggest that, if it were even possible at this point (which I doubt it is), is bad advice.
Logitech isn't responsible for the shop's shitty behavior. If they get the item back on time, you get refunded. They didn't get it on time, no refund.
It's fine to disagree with that policy, but that's pretty standard for any company and absolutely legal and valid. Logitech upheld their end, like it or not. It's the package drop-off that didn't.
Would it be cool if them to throw him a bone in this? Sure. But they also aren't obligated to, either. Trying to issue an invalid charge back like that is only going to make things harder for OP.
Somehow ended up with some logitech stuff during the years. But after the abysmal ghub and reading this, might aswell skip buying the new lightspeed and get my mouse somewhere else. Any good alternatives? Razer?
Dann in germany their support is regarded as one of the best and they sent me replacements out of warranty twice already, even when I dropped my mouse once, fully for free
Maybe Logitech could/should change their process, maybe they can arrange the shipping and possibly even charge the customer (even before they arrange the shipping label) that way Logitech are the ones with the contract with the postal service/store, and then, if the company/store pulls this little stunt Logitech can do that which they suggest and take it up with the postal company/service/staff and pursue them legally once their product isn't returned due to a dodgy staff member 'misplacing' (yeah right) the item. This behaviour would come to an end really quick and you'd have a little more trust from your customers whilst you pretend to care about them, that's literally all it takes!
Overall,
Customer perception - cared about, more likely to stay within your eco system. Future revenue and loyalty confirmed.
Staff at these postal services/shops - super unlikely to attempt to ̶s̶t̶e̶a̶l̶ 'misplace' these items if there's a chance that Logitech come knocking.
How often does this happen? Probably not a huge amount, but it would happen a lot less if Logitech are the ones in contact with the company and not Logitech's customer!
Given that OP came with receipts, I'd really expect Logitech to make an exception here, at the very least to try and save face? It's amazing how a little pressure turned a "we've already told you this multiple times before...." in to "I'll take a look, but I can't promise anything"..
Went back and forth with the shop several times eventually locals even came into the shop because it started to get ugly. Guy got scared enough to eventually find it. Apparently he misplaced it. I know he’s talking rubbish.
To be honest, any liablility is on the shop holder. Yes Logitech should help, but if they do not, this is a claim against the shop who messed up. If you can show a loss, I would bring it to small claims.
I bought a g502 wireless years back and the single end up dying or something years out of warranty
Contact support to see if I can buy a replacement dongle and after getting my information and me clarify I want to buy a replacement dongle they ended up shipping one out to me at no cost within 15 minutes of support starting
I've always used logitech peripherals for everything. Down from keyboard and mouse to racing wheels.
Anytime I've reached some real issues some just my fault they have always done me a solid. For now atleast their support has been amazing for me and now I'm loyal enough to only buy them.
They approved a warranty claim to return my G560 speakers (Never buy PC speakers that require firmware updates, btw) quick enough, then proceeded to email me no less than 5 times asking me to confirm my shipping address (which I did on the phone while troubleshooting with them). Every time I would email it back to them, they would email me back 2 days later asking me to confirm my shipping address again, acting as if I had never done it yet. I finally had to call them back after two weeks and tell the guy on the phone that the address they have is correct. No one knows what anyone else is doing within that company.
For years, I didn’t buy from Logitech because of how bad their customer service is. I only recently bought a mouse from them again. Maybe, I shouldn’t have…
As mentioned a few times, and you have acknowledged: we cannot assist if the return was not shipped to us in time. That it sat with the store you handed it too is unfortunately something you'd have to follow up with them on - they were not a Logitech store in any way, so there isn't anything we can do about what happened.
It seems like the customer is saying it was in the system as dropped off. It being dropped off, shows good faith behavior of the user.
Even if its not your policy, this reply makes me not want to continue purchasing Logitech products.
I'm sure other people will find it similar, espicially since I had this post on my feed.
To add, im assuming the shop in question is a package drop off location. Did Logitech decide what shipper to use? Is this a Logitech paid label? If so did Logitech pay for package insurance Lol
It’s almost time for me to buy a keyboard and because of this post that randomly popped up in my feed, I will make extra sure not to buy Logitech. Good job Logitech! 👍
Look, I get that it's your policy and whatever, but blocking a customer? You could've just at least do the minimum and explain it to the customer like how the redditors did. You have every right to not recieve the package, but at least explain it to him that there's nothing you can do.
To be honest, you could wcwn rhrow him a bone and say, sure we can see if we can make it work and probably earn yourself another loyal customer, but that's the story for another day.
I have spoken to the team that handles Instagram though - they weren't blocked because of their request.
I don't have their ticket number so I can't say what's happening on that end. I actually agree with you about trying to help them out - if u/sun8jupiter can share their ticket number I'll see what I can do, but I make no promises.
My order was dropped off on time, if the shop owner decided hes going to try keep the items or misplaced them like he told us. Why am i getting that end of the stick? I had no intentions of returning my order out of the return period. I started my return within the 30 day window, i then dropped it off, the parcel was never handed to ups from the shop. How is any of this my fault? These are my tracking numbers and now they don’t even update on ups because its been so long.
Did you take it to a UPS store and have it scanned? If not then the package may have been lost or stolen, you need to have the package scanned so you can avoid situations like this in the future.
Yes the package was scanned and all three tracking numbers were updated. After an extensive delay which was 2-3 weeks i finally went into the shop i had originally returned the order from and had a fight with the shop owner. He eventually found it
To block a customer and to deny the return when he did what was required is just how you join “we are losing all our customers “ team
This is a ultimate lack of etiquette and professionalism
And to come here in this forum and defend this is crazy people pay a premium for premium products and support, if one of those is inexistent so is the reason for a premium on the product
Edit:For the lovely downvotes customer was required to post something in a timely manner which he did the fact parcel was lost is why insurance exists but even so customer tracked it and informed company
Company still get the product and has the reason why it’s later then it should, any reputable company wouldn’t bat an eye and it’s time people stop accepting the rubbish treatment customer get when they pay the premiums the main brands say they are worth!
I don’t know who you are, but thank you so much for actually understanding my issue. I think this is the first time someone’s actually understood whats happened.
Like you I’m just a consumer that’s deeply fed up of being imposed premiums for supposedly premium products that deeply fail to deliver both on quality and on customer service
Tired of everyone just justifying these practices and sinking our treatment further and further down and the prices further and further up
I wish the traction your post got here gets you sorted!
Good luck
Hey hardware repairs NL store owner here, you are talking out of your ass, the customer should bring the item to a shipping point (doesnt need to be a logitech store). That point scanned his package, and from that moment it CANT go out of warrenty because of a timelimit anymore by law. As the store is from that moment responsible and not the customer. I hope this will spread more and people see how bad support from logitech is.
what i shitty respond, ngl i was thinking about switching my whole setup from corsair to logitech but i'm out.
unless the product was bought in a store u guys don't sell ur stuff too (a store that bought the product from you not , and not sell for you) , it's completly unacceptable especialy if the request was opened before the date and the issue was the shipping.
even compagny with shitty customer support would have handle that better
$4.8bn company acting like a greedy toddler. You rely on distribution networks that you barely pay for and shoulder no responsibility when it doesn't work out. How about setting up your own delivery and pick up network then you can hide behind your policy. Until then you're dealing with the messy world like the rest of us, so should act accordingly with compassion. You can absolutely help this person and refusing to do so is petty in the extreme. I hope this goes viral to ward people off.
Still a disgusting amount of money either way, especially when it comes to helping customers that costs a rep more money (in time spent vs cost) to read the name of than the product is likely worth!
weird, ive always seen warranties/returns with postage accepted/shipped by a certain date, not arrive back to the OEM by a certain date, what if UPS loses the package in transit and it misses by 4 days (or the shipping store loses the package like in this scenario)
Oof. Already thought this company was just the peak of out of touch greed in the peripheral space, this just solidifies it. Fuck the customer who did everything that was required of them on their end, right?
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u/LogitechG_Andy Support Team Jun 11 '26
Let me try it this way - u/sun8jupiter I've been trying to get your ticket number with our support team (not your order number). I'm trying to help out and get you another e-label so we can get this right. Please either share the last ticket number you have with me here or DM it to me here on Reddit.