Complaint Review: UPS

Package shipped from Parsippany, NJ UPS office to Edmonton, Alberta, Canada on May 15, 2006. By June 5, 2006 having called the recipient to discover tha the package had not been delivered. Upon contact of UPS I was told that they would immediately "commence a trace". [ No trace was to be formally started for another two (2) weeks on June 16,2006!]

I personally traveled to the UPS office in Parsippany to find out information on my package (since UPS would give no information to me by phone) where I was told that the package was a "CASUALTY - OTHER" and that there was absolutely no information respecting what "OTHER" could mean.

My recipient in Alberta who utilizes UPS heavily was able to simultaneously be informed by his contact within UPS in Canada that the "package was severely damaged but that it was in fact there, remaining undelivered in Edmonton". When he requested that the damaged package be delivered as is, UPS refused. I called UPS and requested that the 'damaged' package be delivered as is and I was told they would 'note my request' but would not garantee to do it.

On June 16, 2006 still having had NO RESPONSE from UPS, I called UPS only to be told that no trace had been placed but that they would 'start tracing it'. "I would be called within 24 hours." No call at all. Today July 13, 2006 I called UPS to find out where the package was. I was again told that I would be called within 24 hours. When I refused to hang up I was transferred to a 'supervisor' who said she would 'e-mail Edmonton and they would contact me to tell me what happened'.

I demanded the direct line to Edmonton UPS and was told by the UPS staff there that the "box was there but the contents were missing". They refused to send me or my recipient the "box"!! Then customer relations person, Carley got on the phone to tell me that the item had actually been "stolen on May 27, 2006, from their Edmonton location and NO I could NOT have a copy of the police report for the incident, such a report was the business of UPS, not mine, They would be refunding the shipping costs eventually. "UPS is not in the business of defrauding the public." So far, the evidence would contradict this statement

This is very interesting since UPS staff informed my recpient on June 5, 2006 that the item was there at Edmonton but it was damaged.

UPS is more in the business of defrauding the public by ripping off their packages than in the business of delivering them.

Sarah
Morristown, New Jersey
U.S.A.