CUSTOMER2026-08-07 23:42:03· email/email
Hi Bernadette,
Thank you for the detailed reply, and I appreciate the help so far. I do want to resolve this amicably, but I'm not able to accept this as a resolution, and unfortunately the FedEx route isn't a workable one for me.
I did try to file the claim with FedEx as you suggested, and it has not been possible. As the recipient, FedEx does not allow me to initiate a claim (it can only be filed by the shipper, i.e. TRIANGL / your fulfilment partner), and one of the claim options requires the full shipper shipping address, which I don't have because I'm not the sender. On top of that, FedEx shows the parcel as "delivered," so they won't act on it. In practice, TRIANGL is the only party able to pursue FedEx here.
I'd also gently point out that this loss came down to two failures on TRIANGL's side, not mine:
1. You have kindly acknowledged in writing that the reshipment (#2389561NA) tracking was never sent: "our system normally sends tracking information automatically, but unfortunately it appears that this did not happen for your reshipment." Your July 14 email and the order confirmation both promised I'd be notified when it shipped, but I never was. I only obtained the tracking after emailing on July 21, and by then the parcel had already been left in the package room days earlier (17/07). Had I received the notification you promised, I would have collected it right away. That missing notification is what caused the loss.
2. The chain began because my original order (#2361039NA) arrived a day after the estimate while I was away, so I couldn't receive it or arrange a pickup in time.
Given both of these were on TRIANGL's side, I don't think the no-signature disclaimer should apply here, since I was never given the information I needed to receive the parcel. I'd be very grateful if you could help with one of the following:
- a full refund, or
- a replacement
If this is outside what you can authorise, could you please escalate it to a supervisor? I'd really like to settle this within 5 business days. I'd prefer not to, but if we can't reach a resolution I'll unfortunately have to dispute the charge with my bank as a service not rendered.
AGENT2026-08-08 00:28:14· email/helpdeskINTERNAL
Related ticket: https://triangl.gorgias.com/app/ticket/233890854
Thank you. x
AGENT2026-08-08 00:41:31· email/helpdeskINTERNAL
Consulting Ms. Yvonne. Thank you. x
AGENT2026-08-08 01:14:23· email/helpdeskINTERNAL
Approved for Reprocessing. Thank you. x
AGENT2026-08-08 01:27:49· email/helpdesk
Dear Juan,
Thank you for your detailed response and we're sorry for the frustration and inconvenience you’ve experienced throughout this process. This is Katrina stepping in for Bernadette as she's currently offline.
We understand how disappointing it is when you’ve been waiting for your order, and we appreciate you taking the time to reach out to FedEx.
While our standard policy is to refund the item value less a USD 20 administration fee per order, we’d be happy to reprocess order #2389561NA for you at no additional cost.
Before we proceed, could you please confirm whether you’d like us to send the order to the same address below or to an alternative address where someone will be available to receive the parcel?
Juan Pablo Vielma
701 China Basin St
104
San Francisco CA 94158
United States
+1 650-739-3018
If you would like to update the shipping details, kindly provide them using the format below:
RECIPIENT'S NAME:
COMPANY/BUSINESS NAME (if applicable):
STREET line 1 (House/Street # or name, Bldg, etc):
STREET line 2 (Apt/Unit #, or Floor, etc / if applicable):
CITY:
STATE:
COUNTRY:
ZIP:
PHONE:
Additionally, if you would prefer delivery without a signature requirement, we can certainly submit another request to FedEx once the new tracking becomes active. Please note that approval and final delivery handling remain subject to FedEx’s local policies and the driver’s discretion. If approved, TRIANGL and FedEx will not be responsible should the parcel be lost or stolen after delivery.
As this will be the second reprocessing of your order, please note that we would not be able to offer another reprocessing should this shipment be returned to us. In that event, or if you decide not to proceed with the reprocessing and prefer a refund, we would issue a refund for the item value less a USD 20 administration fee. The original shipping fee remains non-refundable.
Once you confirm the preferred shipping address, we’ll be happy to proceed with the reprocessing.
We truly value your support and appreciate you choosing TRIANGL. We’re very grateful for your patience and understanding throughout this process, and we’ll do our best to make this redelivery experience much smoother for you.
If you have any other questions about your order, feel free to reach out. We’ll be happy to assist. For follow-ups, kindly include all of your questions in one email so we can handle them efficiently.
Kindest,
Katrina x
CUSTOMER2026-08-08 02:00:31· email/email
Hi Katrina,
Thank you, and please pass my thanks to Bernadette as well. I appreciate you stepping in and offering to reprocess the order at no additional cost. That works for me, and I'm happy to proceed with the replacement of order #2389561NA.
Please ship it to the same address on file:
Juan Pablo Vielma
701 China Basin St
104
San Francisco, CA 94158
United States
+1 650-739-3018
One request: please send this shipment with signature-required delivery. Given what happened with the previous parcel, I'd feel much more comfortable knowing it can't be left without someone receiving it.
Thanks again for making this right, I appreciate it.
AGENT2026-08-08 03:37:45· email/helpdesk
Dear Juan,
Thank you for confirming your details and for your very kind words. I’ll also pass along your kind thanks to Bernadette.
We’ve manually re-entered your order in our system to be re-processed. Your new order number is #2402737NA. Our order processing timeframe is 1–2 business days, and shipping usually takes 3–5 business days after that.
As requested, we will make sure the shipment is sent with signature-required delivery. We completely understand your preference given the circumstances with the previous parcel.
You’ll receive a separate email with your tracking information once your order has shipped. Please also check your Spam or Junk folders just in case.
If you have any other questions about your order, please reach out to us anytime and we’ll be glad to assist. For follow-ups, we kindly ask that you include all of your questions in one email so we can handle them efficiently.
May you have a lovely day ahead! :)
Kindest,
Katrina x