You order a product from a retailer’s website and wait for delivery. But your package never shows up.

What happens now? You may have to jump through hoops to get a refund or replacement, as the following stories show.

Seta Guluzian ordered a $90 electric shaver from Walmart Canada that never turned up. Canada Post’s tracking system showed the item had been delivered, so it may have been lost or stolen.

She then contacted Walmart’s customer service, which refused to do anything unless she filed a police report.

“We didn’t think the police would waste their precious time for the loss of such a small item,” Guluzian explained. “But a supervisor insisted that was the procedure.

“We went to the York Regional Police, where a staff officer stated that it was up to Walmart to contact Canada Post and handle the situation. Filing a police report was not the customer’s responsibility.”

Guluzian bombarded Walmart, her credit card issuer and me with emails. Eventually, she received an apology and a refund for the item without submitting a police report.

According to company spokesman Alex Roberton, a police report is required when an order may have been stolen. But customers may be flummoxed when the police won’t comply.

Faithe Morris ordered a table and chairs from Walmart.ca and received an email confirming delivery. But she found no parcel at her door and no evidence that Canada Post had tried to deliver her order.

Canada Post told her to contact Walmart. And Walmart refused to do anything without a police report.

“I called the Toronto Police Service, 41 Division. The officer told me it was Canada Post’s fault and Canada Post had to deal with it. This was not a police matter,” Morris said.

“I managed to catch my mail delivery lady, who said flat out that she took it to the wrong address. She went back to the person whose door she left it at and was told it had been put outside.”

Morris felt sandwiched between two large corporations. Canada Post insisted it was Walmart’s problem. Walmart said she had 10 days to file a police report or she would get nothing.

“No one wants to take responsibility for something I paid for and didn’t receive,” she said. “I’m a single mom. I can’t afford much. I had to save my money to make this purchase.

“I ordered a table and chairs for my daughter and me to enjoy our barbecue and the little bit of green space we have available.”

Canada Post cleared things up quickly after I forwarded her email.

“After a thorough investigation, we’ve determined that the item was misdelivered,” said Mouktar Abdillahi, a Canada Post spokesman.

“We’ve contacted the customer to sincerely apologize and provided her a full replacement cost of the misdelivered item.”

We all know the police are busy. But what do you do if a retailer insists you file a police report about a missing delivery and the police won’t comply?

Instead of calling or visiting a station, you can file an online report for a theft of property under $5,000 and have it assigned to an investigator, said Jeniffer Sidhu, a media officer at the Toronto Police Service.

Morris said she felt desperate, with nowhere to turn. Then she posted a message about her dilemma at The Beaches, Toronto Facebook group, which led her to me.

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She asked me to mention the generosity of Denise Angus, the Facebook page administrator, who sent her $100 to replace the table and chairs in case Walmart or Canada Post did not step up.

“The Beaches community sticks together like family,” Morris said. “I’m happy to be part of it and thankful for all the advice they gave me.”

For tablet: Level 3: Here is a link to the Toronto Police’s citizen online report entry (CORE): https://www.torontopolice.on.ca/core/

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