in this case
- Lina Mahmoud’s $687 Michael Kors order never arrived. UPS investigated, declared the package lost, and put in writing that the refund should come from the shipper, Michael Kors.
- Michael Kors refused anyway, pointing to a proof-of-delivery photo that, by her account, does not clearly show her package at all. She was told the claim was denied and that this was the final answer, and says agents began disconnecting her live chats when she pressed the issue.
- Her case is a textbook round of corporate hot potato: the carrier says the retailer owes the refund, the retailer hides behind a questionable photo, and the customer is stuck in the middle, which raises the question of what recourse a shopper actually has when a package vanishes and no one will pay.
UPS declares Lina Mahmoud’s $687 package lost, but Michael Kors refuses to refund her, playing a frustrating game of corporate hot potato. How does she get her money back?
Question
I am at my wits’ end trying to get a refund from Michael Kors for a lost package worth $687. UPS finished its investigation and declared the package lost, confirming in writing that the refund should come from the shipper, Michael Kors.
But Michael Kors keeps refusing, claiming “proof of delivery,” even though the photo UPS provided doesn’t clearly show my package. I’ve tried everything, and now its customer service agents are disconnecting my live chat when I contact them. I’ve been told the claim is denied and this is the final answer. I feel like they now see me as a fraud. What can I do to get my money back? — Lina Mahmoud, Jersey City, N.J.
Answer
Now here’s a classic case of corporate miscommunication. Your retailer, Michael Kors, is hiding behind a questionable proof-of-delivery photo and appears to be ignoring UPS’s own investigation results. And UPS is washing its hands of the entire incident.
When UPS declared the package lost and compensated Michael Kors, the clock should have immediately started for your refund. Instead, you were trapped in a frustrating loop of denial.
Come on.
The shipment company refunded the seller, and the seller refused to refund the buyer? Another ploy by business to screw the consumer. The fact that her live chats were being disconnected shows that someone within the organization was trying to block her from receiving her refund. She should report Michael Kors to her Attorney General’s office and the Better Business Bureau for bad business practices.
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Your experience is a powerful reminder of the importance of self-advocacy when you’re facing a corporate stonewall. When standard customer service channels fail, you have to be prepared to escalate your case to the people with the authority to solve it.
You can find the executive contacts for Michael Kors and UPS on my consumer advocacy site, Elliott.org. A brief, polite email to the right person—in your case, a manager at Michael Kors—could move things in the right direction.
The key lesson here is to know when it’s time to bypass the customer-service agent and contact someone in charge. And for you, that time is now. To do this effectively, always have a clear, written paper trail of all your attempts to resolve the issue with the company. Then, when regular channels deny your claim, send a polite, concise email to the company’s executives. They have the authority and the incentive to resolve a brand-damaging problem quickly.
You contacted me and I advised you to escalate your case, Within a day of appealing your case to an executive at Michael Kors, your refund was on the way.
Your victory is a reminder of the power of persistence. Never take “no” for an answer when you know you are right. When a company fails you, you have to fight for your rights, because you are always your own best advocate.
When a package goes missing, shoppers can get caught between the retailer and the carrier, each pointing at the other. This case raises real questions about who is on the hook.
Your voice matters
What to know when a retailer and carrier both deny a lost-package refund
A missing package can leave you stuck between the store and the shipper, each blaming the other. Here is what consumers ask most.
As the buyer, your contract is with the retailer that sold you the item, so the retailer is generally responsible for getting the product to you or refunding you. The carrier’s relationship is usually with the shipper. When a carrier declares a package lost and compensates the shipper, that is a strong signal the retailer should refund the customer. A proof-of-delivery record is meant to show the package reached your address, often with a photo or signature. If the photo does not clearly show your package at your door, its value as proof is weak. You can and should challenge a denial that rests on an image that proves nothing about your specific delivery. Get that statement in writing and share it directly with the retailer. A carrier’s written finding that the package is lost and that the shipper was compensated undercuts a retailer’s refusal, and it is powerful evidence when you escalate the claim. When frontline channels fail or cut off contact, it is time to escalate. Send a brief, polite email to a named executive at the retailer. Executives have the authority to resolve a dispute and an incentive to fix a brand-damaging problem quickly, which frontline agents may not. Because it turns your account into documented fact. Saving chats, emails, claim numbers, and the carrier’s findings lets you show a clear pattern of good-faith attempts to resolve the issue, which strengthens your case with an executive or, if needed, a credit card dispute. You can, and a lost-package case with the carrier’s written findings is strong support. Frame the dispute around the fact that you never received the item you paid for, and include the carrier’s lost-package determination and your documentation. Escalating to the retailer’s executives in parallel often resolves it faster. Consider requiring a signature on delivery, shipping to a secure location, and keeping order confirmations. If a package does go missing, act quickly, open a claim, document everything, and know that you can escalate above frontline support. For more help, see Elliott Advocacy’s consumer help resources.Who is responsible when a package is lost, the retailer or the carrier?
What counts as valid “proof of delivery”?
What should I do if the carrier says the retailer owes the refund?
What if customer service keeps denying or disconnecting me?
Why is a written paper trail so important?
Can I dispute the charge with my credit card instead?
How can I protect myself on future high-value orders?
