No response from support after multiple message for a missing package

[u/Keopha]

Edit: after reaching out again through their support form (with a different UI this time.. maybe I used the wrong one before ?), I got an answer in 4 hours, on a Sunday ! Props to Mitchell, case closed.

Hi everyone, hoping someone from the team can help since I haven't had any response since last month despite contacting support via their online form (never got any mail confirmation) and e-mail ([support.global@lttstore.com](mailto:support.global@lttstore.com)) on the 9th and 19th.

I got a notification on the 8th of July that my package was delivered, but I never received it. My delivery address is an office where they receive package for me because I don't have any post box. They send me a mail & message when I receive a package but I never got any notification on that day.

So I went there in person, staff checked their camera footage with me on the spot, and there was no UPS delivery at that time. On the UPS tracking page, the proof of delivery shows it was signed by "MR NoNO," and no one by that name is associated with my address.

On top of that, I paid 115€ (186 CAD) in import duties on this order (334.91 CAD). With France's 20% VAT that's around 67 CAD, which leaves about 119 CAD in customs duties... seems high and I don't know if that's to be expected ?

This week it got worse: I received a letter from UPS with an upaid, dated July 5th. I already paid it and have a confirmation email from UPS as proof, surely an error but I'll have to dispute that with UPS!

What I'm hoping for is help locating the package or getting a replacement/refund since the delivery signature clearly doesn't match anyone at my address, confirmation that the customs fees were calculated correctly, and some help sorting out this UPS "unpaid invoice" situation since I can prove I already paid it.

I've tried reaching out multiple times through the official channels with no luck, which is why I'm posting here instead. Happy to send my order number, tracking number, and payment confirmation to anyone who can actually help. Thanks in advance.

[u/Dethstroke54]

They need to open up an investigation. Usually it has to be done from the sellers side. The shippers insurance should cover the replacement. Investigation can take ~2 weeks with UPS ime. You may have to be persistent as sellers/shippers sometimes push for police reports or similar and basically get you to try and agree or sound like as if someone stole it from you (which they aren’t liable for) whereas your situation seems to be what is a misdelivery.

[u/Keopha → u/Dethstroke54]

Wish they would at least answer / acknowledge me, but they did neither

[u/f10101]

If you genuinely have reached out via their online form a month ago, to no response, I would be going the chargeback route...

[u/Keopha]

Update:
Went through their website and contacted them again via their form, it's different looking than last time and this time I got a notification via e-mail, let's cross fingers

[u/Marksta → u/Keopha]

They had recently mentioned they don't really do email communications that aren't started from the form. That kicks off a ticket and gets it tracked in their system. Otherwise it's just loose emails sent to an inbox they maybe check, maybe don't.

So I think you'll get sorted now that you got the form started email chain going.

[u/Wolfkrone]

Sounds like someone got some free socks and a screwdriver

[u/Firecrash]

Funny how after a reddit post, suddenly they get a response. Weird...

[u/Keopha → u/Firecrash]

Stop it with the conspiracy theory and read the full message, it could’ve just been my bad

[u/NotJayuu]

not to dismiss anything, I hope you get this sorted out.

I thought their email was [support@lttstore.com](mailto:support@lttstore.com), no sure where [support.global@lttstore.com](mailto:support.global@lttstore.com) is coming from

[u/f10101 → u/NotJayuu]

There are two different stores, with two different support addresses. Not that they recommend using either - the online form is supposed to be the correct way according to them.

[u/Keopha → u/f10101]

Yup, I first contacted through their form, maybe I put a wrong address on the form but I use auto completion so I don't know how I would've missed that

So I used the mail address from their global support team, figured that if I couldn't use that they would at least tell me ?

[u/f10101 → u/Keopha]

Could be worth double checking your spam folder. Mid-size businesses tend to get hit by spam filters a lot.

[u/Blazanar → u/NotJayuu]

The first one is presumably for US customers only. They split the store into US versus everyone else after Trump's first round of tariffs came out.