On June 29 I dropped off my package (I sell items on Ebay), for delivery in Reno, Nevada, at my local UPS hub in Maumee, Ohio. That evening I get an email stating "Problem reported for package xxxxx". Upon checking the UPS website I am given the information that, "DUPLICATE TRACKING NUMBERS WERE FOUND ON THIS PACKAGE;PACKAGE RETURNED TO SENDER".
So I wait the following day for the package to arrive. At 8:00PM, when the package had not arrived yet, I called my local hub. I spoke to Dawn and was told that the package was delivered to the front porch at xxx xxxx ST. (not my address) earlier in the day. When I informed her that this was not my address, and not the address the item was shipped to, she stated that she would have the driver return to this address to pick up the package so that it could be correctly routed to the xxxxxx address. I did not receive a call back from Dawn, so I assume that everything is ok.
I received an email from my buyer 5 days later with some concern that the package has not yet arrived, and that the tracking number still shows it as delivered (same information from 5 days previously) At this point I contacted my local hub again and spoke with Karen. She had no knowledge of, and there was no record of, a driver stopping back at the incorrect address.
At this point she contacts a driver to check the incorrect address for my package. The homeowner at the incorrect address states that my package was not delivered there. From here Karen takes a description of the package and states they will attempt to locate it. After a couple days with no success I am told by Karen that she is unsure how to file the lost package claim because the tracking number shows it as delivered and that she will discuss it with a supervisor. She assures me that she will find out the correct method to begin the claim process.
A week after my initial contact with Karen, I am told to create an invoice for the cost to replace the lost item and the original shipping cost and drop it off at my local hub to her attention. A couple days later I called her to verify that she did receive my invoice and to inquire as to how long it would be before I received payment. At this point she told me two weeks at the latest. She stated there were two routes that she could take in the claims process. That if the first one was unsuccessful, she would attempt the second. From what I am told, I am expecting a check no later then August 2.
From August 1st thru the 8th We are away on vacation. So again I assume that when I return the check will be waiting. Again, I assume incorrectly. On August 9th I attempt to contact Karen and am told she is not working. I am told by Pamela that according to the tracking # that a tracer was put on the package on August 6th. And there is not any record of any previous tracers put on this package. I am told that is normal to begin a tracer immediately when a package is believed to be lost. Why did I have to wait 5-6 weeks?
From this point I ask Pamela to have a supervisor contact me and I am told someone will contact me within the hour. I waited and never received a phone call. Every contact between myself and UPS has had to been initiated by myself. (No return phone calls). At no point has UPS ever attempted to contact me to resolve this matter.
Now we are going on 6 weeks since that package was originally shipped. 4 weeks since UPS has stated the package is lost. I expected payment for the lost shipment, at the latest, a week ago. Meanwhile, I've had to refund my customers payment and possibly lost all future business from this customer.
On August 18th I receive a notice, by regular mail, that the tracer has completed and the package is declared lost.included is the paperwork needed to initiate a payment for the lost package. The paperwork is completed and faxed to the UPS Claims Dept. On the 20th. According thier website, payment claims take 10 business days to process. So I am expecting to have this resolved no later than Sept. 3rd. Nine and half weeks from the initial ship date.
On August 25th the package is located and I receive an email from Andrea asking where I would like it delivered. Of course I no longer have the item sold so I ask that it be returned to my address. I am told by her that "The package will ship out on tomorrow. Once the package comes into your located please call 1-800-PICKUPS and have a driver come out to inspect the item." I also request at this time that I be refunded the original shipping fee because the package never made it to the initial shipping address.
I checked the website on the 26th, 27th, 28th, 29th, and the 30th. For any updates on when I might expect to have the package delivered. No information is available. It appears that the item has not shipped. I contact Andrea on the 30th again and am assured that the package was shipped on the 27th. Why would the tracking number not show this? I am also told that a check has been finally been issued for the shipping fee.
We'll the package finally arrives the afternoon of August 31st. My original box had been repackaged inside another box. Upon opening the package I noticed that one whole corner of my box was missing. The item was originally packaged with the main part carefully seated inside a styrofoam form for protection. Somewhere it had become dislodged from this form and because of this it has proabably been warped or twisted which would render it useless.
At this point I contact the 1-800-Pickups and make them aware of the possible damage. I am told I will be contacted the following day sometime between 9 A.M. And 7 P.M. As usual I receive no call and am forced to contact them again 2 days later. I get the same response, that someone will contact me the following day between 9 and 7.in the meantime, I decide to check the package out further, and am very surprised to find what look like several cockroaches when i reopened the package. Needless to say the package was not in the house for very long.
So now here I am on September 3rd, almost 10 weeks later, and still do not have my shipping refund. The package that initially had a value of around $100.00 (it was new) is now unsellable. I have lost this sale and any potential future sales from the buyer that was expecting the package. I have lost hours of my time attempting to resolve this matter that should never have extended to 10 weeks. Not to mention the fact that now I'll need to hire an exterminator because of what was carried into my house from a UPS warehouse. This will be the last time I ship anything via UPS. I'll will also make everyone I know aware of this negative experience to protect them from possibly experiencing the same.
Michael
Toledo, Ohio
U.S.A.
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