IRVING, Texas — Jay Donaldson’s Ring doorbell clearly captured a December delivery that was months in the making.
There’s one problem: Only half of his long-awaited order arrived.
Donaldson owns Don Piece Collection watches.
A self-proclaimed watch connoisseur, he started his business six years ago.
He designs watches, works with a manufacturer in Switzerland to have them produced then ships them to his home office in Irving and sells them online.
Much of his 2023 inventory was supposed to arrive in December.
One box did.
But the rest of his inventory is still missing.
“Just being honest, I don’t know what business is going to look like without that package,” Donaldson said.
He’s estimating it could mean a loss of at least $40,000.
For more than a month, Donaldson has been texting, emailing and tweeting with shipping company DHL, looking for that missing second box.
He shared with WFAA screenshots of several conversations.
DHL has given various responses.
“They went from telling me the package was delivered. When I sent them the Ring doorbell video showing it was never delivered, now they’re telling me - Oh, it was lost in the warehouse and there’s nothing we can do,” he said.
They’ve told him a third-party contractor was responsible. They’ve also told him he can’t file a claim, saying that’s the responsibility of his supplier.
But his supplier said the most they could receive in a reimbursement is about $750.
The missing inventory is his entire line of men’s watches, which sell for $275 to $300.
The less expensive ladies’ watches did arrive. Those sell for $100 to $150.
DHL told WFAA it could not discuss details of this specific case, but said, “Our customer service management team has committed to review the case and we will get in touch with the shipper to look at how we can resolve the issue.”
After WFAA contacted DHL, the company did reach out directly to Donaldson, but he said there is still no resolution.
Donaldson, a father of three, said he’s still closely watching his Ring doorbell because time is ticking and profits keep slipping away.
“I’m still looking for the package hoping it arrives,” he said. “Kinda naïve in that way, I guess. But I’m still hoping it turns up.”
“I have a lot riding on that. My business has a lot riding on it. It put me in a bad spot.”