Lucas writes:

Just wanted to give you a little update. I did get in contact with Amazon. I talked to a fine fellow whose name I know, but would slaughter the spelling since he seems to be from India. Anyways, he apologized for the condition of the package, and gave me a $10 credit even though I was looking for just an apologize and not any type of compensation. So all is well from Amazon. I plan to write a letter to UPS after finishing this email. We shall see how far I get there.

Reading the comments left, yes, I should have directed most of my rage towards UPS as well. This is my first IPod purchased. The iPod worked perfectly since the case seems to be made of storm trooper plasteel; hopefully no one will shoot a laser at it. I did write the letter before I tested the iPod. Next time I shall count to ten before going off.

But the packaging still bothers me because the IPod did not keep in place, and there was no protection above or below it. Working at FexEx in college, I know how packages are handled sometimes. This just seems unacceptable. I wasn't expecting complete enclosure, just a little care. Thankfully, as you said, the case was tough.

A gold star to Amazon for the swift, decisive and generous resolution. UPS, you go sit over there in the corner with the dunce cap.

Here's the first half of My Linh's story:

October 15, 2009

So the other day, my Vonage phone stopped working, and I was forced to call India. A very nice customer service rep in India named "Susie" declared that my Vonage device (modem) was no longer working and said she would issue me a new one that I would receive in a few days. Mind you, the Vonage device looks exactly like your typical modem in that it's about the size of a large old-school discman/walkman. Today UPS dropped off a box from Vonage about the size an office printer. It weighed a ton. I was a bit confused until I opened the box and found it contained 14 (fourteen) Vonage devices. I only have 1 phone.

The Vonage people were so perplexed they actually transferred me to a Vonage rep in the United States. Yippee! I spoke to an American, but even he was perplexed. I have no idea how many times I said, "Yes, you heard me right. I received 14 boxes!" He has to call me back later to tell me how to send everything back. I feel that if they sent UPS to my door to drop off this mess, they should send UPS back to my house to pick it up.

If that doesn't work out, I have alternative plans. One of my co-workers suggested I sell the remaining modems on eBay. Another suggested I buy a big trench coat with lots of inside pockets and sell the modems while standing outside the Metro stations next time I'm in DC. I could sell modems and fake Rolexes.

Normally, this would be the end of the funny shipping mistake story. But Vonage doesn't want to pay the $4 fee to have UPS come pick up the extra modems; they want My Linh to drive them to UPS instead. They're offering her $20 to cover her time, printer ink, and scotch tape, but why should she have to deal with the problem at all?

October 20, 2009

So it's Part Deux of my Vonage saga. When we last left off, boys and girls, I had been inadvertently sent 14 Vonage devices instead of the one device she needed to replace her faulty device. The devices are "free" for the duration of your contract. The package arrived in a large cardboard carton with a shipping label that said 20.3 pounds. Inside were 14 individual boxes. Remember, I only have one phone, and thus need just one device.

After speaking to no fewer than 3 Vonage support technicians and repeating the words, "Yes, you heard me correctly. I received 14." over and over again, I finally received a call from a nice young woman who said she would issue me a (note the singular) return label for UPS and would call me the next day once she figured out how to arrange UPS pickup at my house. I repeatedly stressed that:

a) I do not want to be charged for shipping; and

b) I do not want to lug a 20 pound box of equipment to my nearest UPS drop site.

So what did they do? They emailed 14 return labels. And never called me again.

Well that was last Thursday. Today is Tuesday. And I still have 13 unwanted Vonage devices in a box in my living room. So once again, I did the right thing and called Vonage. A new customer support specialist as appalled, appalled! that I had received 14 devices. So she conference called UPS to see about pick up. And after an hour on the phone, here is what we learned:

1) Each of the 14 return labels that Vonage sent me is marked "3 pounds." But because the carton actually weighs closer to 20 pounds, I cannot send the modems back in the original carton using any of the return labels.

2) Vonage is "unable" to reissue me a return label that says "20 pounds" because they have never had a customer have to return 13 modems at once (14 - 1 = 13). This despite the fact that they were able to issue an original shipping label that said 20 pounds when they sent it to my house in the first place.

3) I now have to print out 13 individual labels and tape them to the 13 individual modem boxes to ship back via UPS.

4) Vonage has "no way" of paying a $4 corporate pick up charge to have UPS come to my house.

5) Instead, Vonage is only able to issue me a $20 credit to my account. And I have to fork over my credit card number so that UPS can bill me $10.50 for a residential pick up charge. That $20 credit is expected to cover the cost of the pick up charge as well as my "inconvenience" and scotch tape (I admit I got snarky with the Vonage woman and complained about the low levels of scotch tape in my home). I have not yet authorized payment to UPS on my credit card.

6) When I said UPS can pick it up at any time; I'll leave the devices outside my door if I go out, the Vonage woman flipped out and said, "You can't do that! Each one is worth $80!" Oh really? Maybe you should have thought about that when you sent me 13 that I don't need! (13 x $80 = $1,040). I have more than a $1,000 worth of their equipment and they can't figure out how to pay $4 to UPS for pick-up???

7) Vonage doesn't have a record of what they sent to me. But for the fact that I called them, they have no idea they sent me 13 extra devices, and they don't know which ones I have (each device has a tracking code). I could so easily give up and sell them on eBay. Heck, at half price, I'd still make $520.

So they have worn me down. I have now printed out 13 labels and am about to tape them on each individual small box. I am seriously contemplating just driving to my nearest UPS drop site and handing them over. I just don't feel like going to battle any more. I'm weak. I'm tired. And I keep tripping over that box in my living room. But this is my last-ditch effort. Maybe if I can somehow publicly shame Vonage into paying UPS $4 to come to my house, then I'll feel justice is served... even if I do have to scotch tape return labels on 13 individual boxes.

Update: There's now a Part 3 to My Linh's story! She wrote back to us this afternoon:

After I sent the story to you, I found a page on Vonage's website where you can send comments to the Board. So I did. W/in 30 minutes (I swear) I received a phone call from the VP of Carrier Operations. His first words were, "You have my attention." He called me again this morning and said I could go ahead and tape one of the old return labels marked "3 pounds" on my carton and leave it outside the front door. He would ask UPS to adjust the weight on the label when they pick it up. He knew I was leaving for a doctor's appointment and said he would call UPS immediately and the box would be gone by the time I got home. Well, I'm home now (2 1/2 hours later) and the box is still there. But at least I got someone's attention over there.

(Photo: Valerie Everett)

He writes:

I am writing to congratulate Amazon and UPS. This past week I cashed in some of my bank points for Amazon Gift Certificates to help buy an IPod touch for my wife's birthday. And let me tell you, I couldn't be happier. As you can see from the pictures, Amazon not only delicately placed the IPod in the box, but they spared no expense on packaging material. As for UPS...what else can I say??? Their angelic touch made sure my package was not only delivered promptly, but in pristine condition.

So, for all you fellow readers out their who would like to purchase a fragile 250 dollar piece of equipment, DON'T SHOP AT AMAZON!!!!!!

Lucky for Lucas and his wife, them iPods is tough. Also, Lucas, redirect your wrath from Amazon towards UPS. They're the ones with the hippos.

"By the time it arrived, I had forgotten that I had bought the tools that were in the box," he wrote.

I just had UPS return a damaged overnight envelope to my business after being missing for over 14 plus years. I could not believe it. The package was torn open and the contents missing. After 14 plus years, I have no idea what we sent the customer as our records are long gone. The only way I could tell that the package was so old was that there was our company label on the package with our UPS shipping number. The address for our company shows my home address where I started the business and ran it out of my home when I first started.

I had to look online at my towns property records to see what year (1995) that I bought my first commercial building to move the business into rather than run it out of my home. I'm in a new location now and still have a UPS account. UPS was able to find me and return the overnight envelope to my new location.

UPS set up a claim number but I called them and explained that this was shipped some 14 plus years ago and that our record are long gone. I even tried doing a UPS track using the tracking number and the tracking number does not even come back to anything. I get a message saying that I need to give them more numbers. The customer service rep. was very nice but was amazed that I was telling her this package was 14 plus years old and that I did not have the paperwork nor the UPS manifest because in those days everything was hand written. The customer service rep. was actually laughing about it.

I couldn't file a claim if I wanted to since all the records were long gone. I told the girl to cancel the claim. Who knows what I shipped the customer 14 plus years ago. You have to give UPS credit they were willing to pay the claim not knowing that this was so old.

Yes, while it's curious that the package went missing for so long, lost its contents, and then still found its way back to Paul, we are rather impressed that UPS is willing to pay his claim if he does ever manage to figure out what was in that envelope... a decade and a half ago.

Let's see, what have we got here? Something from Zappos, but we can't tell if it's a coupon or just an ad. There's a decent RedEnvelope coupon if you use that site. We always tend to ignore coupons for steak and coffee services, or any type of food membership club really. Same goes for flowers, so that rules out FTD. We're thinking the Johnson & Johnson coupon booklet might potentially be the one worth looking into here.

But really, did this pile of leaflets need a box? They could have at least thrown in some free samples. C'mon, UPS! Make with the cereal bars or razors!

"We did some focus-group research and it really indicated that people were receptive to receiving offers from U.P.S.," Ms. Lynn said. "What we heard was, ‘If U.P.S. brings it to me, it's not junk.' "

Still, the company is taking several steps to try to ensure that a Direct to Door Pak is received more like a gift than another application for another credit card.

For one thing, the offers inside each box are intended to be special rather than "mass offers distributed through other channels," Ms. Lynn said.

Companies participating in next week's test include Sephora, Finish Line, Pottery Barn, and Men's Wearhouse, among others. The packages will contain either special offers or free samples.

We're sort of amazed that this didn't start decades ago.

Delivering Something Extra [NY Times] (Thanks, Jason!)

Loser allegedly stole 212 pair of the Costa Del Mar sunglasses, which retail for about $250 each. He had planned to sell the eyewear to his friends.

UPS worker charged with sunglasses theft [Daytona Beach News-Journal]

(Photo: beau-foto)

Can you spot the package?

Here's the new fee structure from their site:

Delivery Change Requests:

* There is a new fee for two of the Delivery Change Request options: Deliver to Another Address and Reschedule Delivery.

• Online requests made at ups.com will be $4.
• Phone requests to 1-800-PICK-UPS will be $6.
• There is no fee for requesting a Will Call, including Same Day Will Call, or a Return to Sender.

  * The receiver must now provide a UPS InfoNotice® number when making a Delivery Change Request to deliver the package to an alternate address.

  * An additional transportation charge will apply for Deliver to Another Address requests to addresses outside the local area.

We contacted UPS to see whether our theory that this has more to do with combating fraud than squeezing more money out of customers is true, but they haven't responded yet.

Delivery Change Options [UPS]

(Photo: frankieleon)

From the Houston Chronicle:

UPS spokesman Dan McMackin says Rodriguez was terminated Thursday and that "our security folks did their jobs, did them well."

Anyone want some stinky jewelry?

Texas UPS worker accused of stolen bling in shoes [Houston Chronicle]
(Photo:So Cal Metro)

Bret says:

Thought this situation might be of interest to Consumerist readers, a short synopsis:

I ordered a Dell monitor to be shipped to Boston, MA on 7/15 with free 3-5 day shipping

On 7/18, Dell shipped the monitor and charged my credit card

On 7/21, I checked the UPS tracking which stated that the item was "Out for Delivery." Unfortunately, it was out for delivery in Wichita, KS, about 1600 miles away from where it should be.

On 7/21, I called Dell to ask about the problem and they claimed their system showed my correct address in Boston as the shipping address and UPS must have done something wrong. I asked to speak to a manager who then tells me the same thing.

On 7/21, UPS called me after Dell provided them with my number and tells me that they are looking at the box with a Dell label on it stating that the package was sent to a "Gladys [redacted], [address redacted] Wichita, KS." While I'm sure Ms. [redacted] is a very nice lady, I do not know her and did not decide to buy her a new Dell monitor just for fun. UPS said that the only way to get the package to me is for Dell to call them and make that request.

On 7/21, I then called Dell back and reported what UPS told me. Dell once again stated they have the correct Boston shipping address in their system and that UPS is lying to me. They will not call UPS to fix the package routing because "they do not do that and UPS was incorrect in saying that they could do that." The customer service representative, after saying he understood the issue, stated that one of my options was to pick the package up at the service center. He wanted me to fly to Wichita and pick up my monitor.

On 7/22, I called UPS again after seeing that the status for the package had been changed to "Receiver will pick up at UPS Facility." UPS says that someone (which wasn't me) called the night of 7/21 to inform them that the recipient (me) would be picking up the package in Wichita. Evidently, the helpful people at Dell called UPS last night to let them know that I would be picking up the package in Wichita.

At this point, the package will sit in Wichita until Tuesday, 7/28, at which point UPS will send it back to Dell. They would then process it and (hopefully) send me a replacement.

Through all this, I tried to tell them that I am the customer here and that their shipping issues are not my concern. In my opinion, after recognizing the shipping issue on 7/21, they should have immediately overnighted a new monitor to me in Boston. The incorrect shipment would then be processed by UPS and sent back to Dell sometime in the next 1-2 weeks and the issue would be resolved. Unfortunately, Dell seems to believe that pointing fingers at UPS is the best policy and that charging buyers for goods they have not provided is a fine policy.

I would appreciate any publicity you could provide on this, as everyone should know that Dell doesn't believe that it is their responsibility to make sure items reach their customers

We think its just adorable that Dell volunteered you to pick up the monitor in Wichita. Google Maps says it's only 1,624 miles away, we don't know what your problem is. Just hop in the car!

Ok, Ok, fine if you really must complain, try kicking your complaint upstairs. You may reach someone at Dell with an interest in geography.

You can read the full letter here, but here's the gist of how Andy's Delta experience went:

You see, our flight was delayed due to a mechanical problem on our plane. Over the course of the next 13 hours we sat in the terminal at Richmond as flight after flight after flight all departed on time to Atlanta. Except, of course, ours. An entire airplane full of people – all of whom had gotten up early to catch the first flight of the day - watched helplessly as every other plane departed incident-free.

And since our bags were on the plane (we had all already been seated, before we were asked to de-board) we couldn't even get our luggage off the plane and go home. Also, we kept being told our plane was almost fixed.

I took the initiative at noon to book us on the 5pm flight to Atlanta. I called Delta (five times in fact – you can check) to confirm and re-reconfirm again. I was continually reassured that my family had guaranteed seats on that 5pm flight. I was, in fact, on the phone with you as the Delta employees at the gate refused to give us our seats - on a flight we had already been confirmed on. And I never even heard an "I'm sorry."

Consequently, I missed a few things in Atlanta: The Direct Marketing Association's conference – of which I was the guest speaker. It was a paid event and the DMA was understandably shocked, mortified and embarrassed by the situation. They had to offer refunds to all their attendees.

I also missed my Wall Street Journal interview.

I also missed my meeting.

What's worse, he said, was that his children spent the day crying and stressed out, wondering why they couldn't go see their grandparents or go back home. Do you think these kids will want to be Delta customers in the future (provided Delta is around)?

I had to promise my children that I would not make them fly on an airplane anytime soon. They used to LOVE to fly. They simply cannot understand why things are so unfair.

The good news is, Delta has lost thousands of dollars in what are most likely business-class flights from Andy for the time being. Maybe competing airlines can provide some minimum of customer service and keep his business for the rest of 2009 and beyond.

Since returning on June 21st, I have flown 5 round trip flights to Las Vegas, Atlanta and New York. None of those flights have been on Delta.

I am now prepping my travels for the next three months, which include multiple flights to Los Angeles, St Louis, New York, Orlando, London, Berlin, Singapore and Shanghai.

In fact, I am literally flying MORE than I ever have in my life!

But until I receive some sort of apology, I will continue to adjust my schedule to avoid Delta.

"Letter to Delta" [AndyAzula.blogspot.com]

Last week he wrote:

Okay, so I just moved across the country, and in the process, decided to ship a few things to myself via UPS. After doing some quick investigation, I found out that the only way to properly insure your stuff is to pay to have it packed at a UPS Store. Okay, no problem - there was one pretty close to my old place, and it would still be cheaper than paying a moving company to babysit a couple boxes (not taking too much stuff with me). So I bring a couple boxes of clothes that I packed myself and a computer that I paid the UPS store to pack. I get the extra damage insurance and at the recommendation of one of the staff, I print out a price quote for how much the computer would cost to buy over again since I no longer have the receipt ($1700). Fast forward a couple days, and I get my stuff delivered at my new place on the other side of the country. Only problem is the computer doesn't work. After looking at the packing materials, they didn't use any anti-static plastic, they just shoved it in the styrofoam chips. Oh boy, this is gonna be as fun as a trip to the dentist. So I call the UPS Store as per instructed to make a claim for damage. After some mixups on arranging to have a UPS driver come by and inspect the packaging, I'm finally told by UPS that the damage was caused by improper packing by the shipper (in this case, the UPS Store which is a franchise) and they can't discuss any of the claim details with me. After delaying a week or so, the UPS Store finally tells me that they won't be paying squat because the damage is "functional" instead of "physical", whatever the hell that means. The store manager even claims that she explained this difference to me when I originally called to inquire about shipping my things (she did no such thing according to my notes). She then tells me that the store owner will be handling things and gives me the contact info. So I call up the owner, and the guy tries to go all insuance company on me. Here's a partial transcript of the recording I made (yes, I decided to start recording calls):

Him: How do I know that the computer wasn't broken before?
Me: Well, normally what insuance companies normally do in situations like this is they check that what they're insuring is properly working before they insure it. Your staff at any time could have plugged the computer in and determined that it was working before they packed it. That's their failing, not mine.
Him: Well, my insurance coverage which you took the premium for, is saying that it's not covered. It didn't say that the package wasn't packaged incorrectly. There was no finding from UPS that we were responsible.
Me: That's not what I was told by UPS
Him: That's fine, if you'd like to proceed in other ways, then that's fine. But I'm not paying $1700
Me: So I just want to make sure I have the sequence of events right - I come in to your UPS store, pay your staff to pack
Him: You know what? You're talking to a lawyer, I don't need the sequence of events explained to me If you want to proceed through a small claims or some other avenue, then that's up to you.

So he essentially lawyers up and tells me to take him to court. Nice, huh? Oh, he DID offer to return my shipping and insurance costs (less than 10% of the cost of the computer they broke). Since UPS and the UPS Store are 2 different companies, UPS isn't doing anything. UPS Store corporate HQ is a little puzzled by this - they've told me that I paid the franchise to pack and ship it, computer died because they messed up, they should be paying. They're doing an internal thing and some district rep is going to be calling me. Fingers crossed.

We asked him for an update, and the news wasn't fabulous:

Well, the regional guy hasn't been in touch with me yet, but I did get another email from the UPS Store manager. She informed me that they won't pay the claim because policy dictates that they need original purchase receipts. This is different than what I was told when I shipped the computer. I didn't know how much to insure it for because I didn't know how much it was worth anymore, and I was told at the time that wasn't a problem and I should just get a price quote from Dell.com. So I borrowed their in-store computer, spec-ed out a similar system, printed out the cost summary and insured it for the purchase amount. The manager stapled the quote to her copy of the shipping receipt.

Oh, and I was cc'ed in on a response email from someone at the UPS Store corporate HQ who said that the manager's claim of needing original receipts was bogus because they had paid out claims before without them.

Sounds as though he's making slow, steady progress in prying the $1,700 from UPS's cold talons. But something tells me they're messing with the wrong SpaceMonkey.

(Photo: catastrophegirl)

Alex isn't really sure what happened, and UPS isn't saying much. He writes:

Back on the 15th, I shipped two packages from a suburb outside of Boston to a single address in SF. On the 21st one of the packages arrived at the destination address, but the other did not. Figuring that it must have just ended up on another truck, I waited, assuming it would soon arrive. And it did! Only.... it was delivered to the return address back here in Boston, and believe it or not, it had arrived via Fedex Ground with no accompanying explanation whatsoever.

Shipped via UPS, returned via Fedex?

Baffled, I called the UPS customer support line. I didn't figure that they would be able to explain what had happened, but I did assume that they would easily be able to either reship the package or refund my money. Unbelievably, they claimed that they could do neither.

Although I wasn't aware of this fact before now, apparently UPS the shipping company and UPS the store are not run as a seamless entity. The customer support operator explained to me that because I shipped through a UPS store, I am am now a "third party" to the shipping transaction. I hired the Store to ship the package for me, making them the shipper, not me. She further claimed that her part of UPS could neither provide me a refund nor explain to me what happened, and that only the specific store that I used to ship the package could help.

Confused, I explained to her that my problem wasn't with UPS the store but with UPS the shipping company. I had both of the receipts for the packages in front of me, and both showed identical addresses on the ship-to field. Since one of the packages had arrived, and since the UPS tracking system couldn't locate the other (because it was in front of me!), my problem was with the shipper not the store.

At which point things got worse. Not only are the Store and the Shipper separate entities, but each Store is separate from every other Store. So I couldn't just go to any Store to get help - I had to go back to the original shipping location to get a refund!

I explained to her from my perspective as a paying customer, this was like being told by the Post Office that each individual USPS location was its own unit, and that if I had problems I had to take it up with whatever branch I had used to mail my letters. It didn't matter that all of the signs said "Post Office," or that a single centralized entity took care of processing all of the mail behind the scenes, because that just wasn't how they were organized. She laughed, apologized, and told me there was nothing she could do.

By the time I got off the phone with her, the manager at the UPS Store had left for the day, so I now have to wait another day to get this resolved. In the meantime, I've shipped the package with the Post Office, and will never - ever! - ship with a UPS Store again.

All of which is a long, round about way of suggesting that you warn your readers about the UPS Store. They have a common name, but don't let that fool you! If something goes wrong, UPS 1-800 Customer support will not be able to help.

Its back to the Post Office for me!

It's not unheard of for companies to use their competitor's services, but this is especially strange. If UPS won't refund your money or reship the package, ask if they would instead be willing to pay FedEx to ship it to San Francisco.

Corey writes:

I am an avid reader of your site, and just wanted to get the word out to your readers that may be having an issue resolving lost UPS orders that were shipped from Dell. Here is how my story goes:

On May 6th (Wed) I ordered a new Vizio 37" LCD (Model #VO37LF) from Dell Home. 3 to 5 day ground shipping was free and provided by UPS. I live in Philadelphia and had the package shipped to my house. To my surprise however, the order was actually sent to UPS the same day, and as I tracked the package on UPS's web site it wound up in Philadelphia and "Out For Delivery" on May 8th (Fri). Only 2 business days! I was so excited that I would have time on the weekend to setup and enjoy my new TV. That's when everything went wrong.

I left work a little earlier so that I would be there to receive and sign for my package, to no avail as it was never delivered. There was no notice that a delivery was attempted, as they usually affix a little sticker on your door with the date and time for a future delivery attempt. Checking UPS's site the next day, the estimated delivery date was bumped up to that day (Sat). This seemed sort of odd, as I wasn't sure that UPS made deliveries on Saturdays, and that the shipping specifically stated business days. Continuing to track the package up through the 5 business days, the Rescheduled Delivery Date would subsequently be reassigned to the current day's date, although the tracking information still read that it was "Out For Delivery" on the 8th.

I knew something was definitely amiss, so yesterday, the 14th I called UPS. The customer service rep was very nice and frank, stating that it looked like this package is lost, and that I need to have Dell contact them to initiate a trace on the package. When I called and told the Dell customer service rep what the UPS rep had said, he said he would be glad to help me with that, initiate the trace, and if I did not receive my package within 48 hours to call them (Dell) back. Today however, when I checked the UPS tracking site for my package, once again the "Rescheduled Delivery Date" had incremented itself to today's date, and still no TV. Another call was placed to UPS, only to find that the Dell rep never initiated the trace. This is when I went bananas, and so does this story.

Another call to Dell Customer Service sent me to a rep who told me the following. "UPS is showing that the scheduled delivery date is today (thanks I knew that) and that their policy is to not initiate a trace until 48 hours after the scheduled delivery date on UPS's web site!" It was a this point that I realized that the first Dell rep blatantly lied about initiating the trace, and was just going to have me call back after 48 hours when I didn't receive my package and initiate the trace then. I sternly tried to explain to the current Dell rep that there will never, ever be a time 48 hours past the rescheduled delivery date, because it increments every day. The poor guy just stated that that is their policy, and that I can track my package with the tracking number he reread to me on UPS's web site. Dismayed beyond belief that I had just been told that their policy didn't apply simple logic, and was unaware of how their own shipper's website operated, I stated that if this was not resolved by Monday, I will be issuing a charge back on my credit card and canceling my order.

Still not happy with this resolution I redialed UPS again. I told the polite rep what was going on and she offered to refer me to someone in the tracing department. I gladly accepted, and that is when I met Roger. I reexplained my situation and Roger went to work, first taking all my Dell order information, and then offering to call Dell Customer Support himself and see if he could get a resolution. He even took my phone # down, so that if we were disconnected while he was on the other line, he could call me back. After a few minutes on hold, he came back to tell me that, sure enough, Dell couldn't initiate a trace until 48 hours after the rescheduled delivery date. We both shared a chuckle at how boneheaded this policy is, and he stated he was waiting to talk to a supervisor. After a few minutes he came back to tell me that it was taking longer than expected to reach a supervisor, and he would gladly call me back after he had talked to one.

After about 5-10 minutes, my phone rang and Roger stated the following: "I tried to explain to two supervisors how our website operates, and that this trace will never occur under their current policy, but they were really sticking to their guns." He then told me he was initiating the trace/investigation himself, without the okay from Dell, and gave me his direct extension for any future questions I had regarding the shipment.

Roger, out of 5 calls to customer service to 2 different companies, you were the only one who really did anything meaningful to resolve this issue. You have my name and #, so the next time you are in Philly call me up because the first beer is on me.

Since it seems a little absurd that Dell would have a policy to never, ever ask UPS to trace a lost package, we asked Dell's Geoff Knox, a Supervisor in Global Operations, to clarify Dell's actual policy. He replied:

The policy guidelines state that if a package has gone 48 hours past the estimated delivery date the Customer Care rep is to initiate a process to create an exchange order- that is, a replacement order as the original is presumed lost in transit at that point. A trace is done by us after the fact, as the goal is to ensure the customer is taken care of first.

Generally when there is a lost shipment, the estimated delivery date doesn't change on the carrier side. Since it has done so repeatedly in this case, my guess is that the representative that was contacted failed to see (or possibly failed to act) the previous deliver dates and the changes made by UPS. Without having the case notes in front of me, it's hard to say for sure what happened. One of the things I've already done is make the folks who work on the guidelines aware of this so that they can double check their documents and make sure that there isn't a gap in the training as described in your first email. I've never seen a UPS (or any other carrier) delivery date change like this, but I can believe it is possible. That being the case, it's possible it may happen again and so I want to be sure that our side is prepared for it if there is a gap in the training.

Which makes much more sense.

Terry writes:

A couple of weeks ago.. I found and purchased a very rare concept car from 1953.. as you will see in the Kaiser Experimental Photo.. this resides on the table on the upper right corner of the Picture.. The car is a Plaster Prototype 1953 Willys Aero Wagon Concept design Studio Model.. 1 of 1.. this was an American Version of a Ancient Chinese Vase.. I had the Seller Take this to a UPS Store to get Proffessionally packaged for shipping via UPS.. and of course insured for what I payed for it.. Not what its worth.. Look what I received.. a broken piece of history, a one of a kind that was told to UPS a AUTOMOTIVE ART SCULPTURE at the time of packaging... Im in total awe at how this was done. Three boxes taped together with peanuts and a little bubble wrap. The Insurance will never recover this piece of art work.. I cannot believe the carelessness of how this was done.

Matthew writes:

I've been reading the Consumerist for a while now and thought I should pass along an excellent experience I had with a website called Threadless.com after an order I made was stolen from my doorstep.

Threadless sells t-shirts with original designs and I've shopped with them often. I was very busy with work a while back and had forgotten about an order I had made. When I finally remembered I check the tracking number and found that the package had been delivered more than a week previously. I live in an apartment complex and given the timestamp on the delivery the office would have been closed. As the package didn't require a signature it would have been left on my doorstep while I was working and someone must have walked by and decided to pick it up. I contacted Threadless.com's support to find out what my options were. They opened an investigation with UPS to try and find out what happened.

While waiting on that I went ahead and reordered the shirts that had been lost. Threadless only prints a limited number of each design and they don't reprint them unless a particular design receives a lot of positive feedback from the community. One of my shirts had already been sold out, but I was able to replace the others. Eventually I received a call from UPS asking about the package. I explained what happened to the representitive. She asked me about replacing the lost items and I mentioned I had already reordered most of them. Later on I received an email from Threadless letting me know that UPS had closed the case after I informed them that I received the package. I responded that UPS was incorrect and told Threadless's support what I had told UPS. Threadless wrote back that, during it's investigations, for some reason UPS equates "I replaced the items" to "I received the package".

They told me that they would reopen the case with UPS, but didn't want me to have to wait on that. They told me they would refund the cost of my order plus the shipping, and including an extra $5 for the trouble, and not as a store credit (although that was an option) they were going to just credit the amount back to my visa. In the end I asked for a store credit instead because I knew I'd spend it.

Threadless could have told Matthew that he was only getting a refund and that would have been that, but instead, they gave him a little extra too. Because nobody likes having their shirts stolen, not that we're bitter or anything.

The $5 refund is especially generous. Stores all too often apologize with a store credit, which is really just an invitation to shop with them again. Excellent service should be enough by itself to ensure repeat business. Great work, Threadless!

Ryan writes:

Back in December of 2008, I ordered a small bouquet for my dad and his girlfriend from FTD.com.

The bouquet was small and simple, and it was scheduled to arrive on the 23rd of December (I ordered relatively quick shipping). The total cost of the bouquet was $37.69.

Now, I never checked up on the delivery and naturally assumed it had been delivered. I don't talk to my dad very often, but when I finally did I asked him how he liked those flowers. Turns out he never got them.

So I go to check my email and dug up the UPS tracking number. The sequence of events is as follows:

12/23/08, 3:20AM: OUT FOR DELIVERY

12/23/08, 3:23PM: THE APARTMENT NUMBER IS MISSING OR IS INCORRECT. UPS IS ATTEMPTING TO OBTAIN THIS INFORMATION.

12/23/08, 9:21PM: THE APARTMENT NUMBER IS MISSING OR IS INCORRECT. UPS IS ATTEMPTING TO OBTAIN THIS INFORMATION. / DISPOSED OF PER SENDER REQUEST, CONTACT SENDER FOR MORE INFORMATION

To summarize, the address I used to send the flowers to my dad was incorrect; I had forgotten to include his apartment number. So that part's my bad. UPS apparently recognized this fact when they went to deliver it, but they never contacted me to ask for the appropriate number. That's especially strange considering FTD (and presumably UPS) had my phone number and my dad's phone number. Nobody was ever contacted to ask for more information. Additionally, UPS clearly spoke with FTD, who instructed them to dispose of the flowers!

If they don't bother contacting people, why do they request the sender's phone number AND the recipient's phone number?

I've just contacted FTD regarding this matter and am awaiting a response. The easiest way for them to correct this problem is to simply refund me my money. One thing's for sure, though: I won't be using FTD again after this incident. I'm hoping you can publish this to let others know about the extreme idiocy that's been exhibited, here, and hopefully avoid similar problems in the future.

PS. FTD's website proudly states they've been rated "Best Overall" by CBS News. The irony.

If FTD doesn't issue or a refund or if they try to issue a credit, call your credit card company and file a chargeback.

Whenever you need to send flowers, skip the online portals and instead call a local florist.

(Photo: James Jordan)

I work in IT and always end up with several computers at any time. About a month ago, I listed a slightly used desktop computer on Ebay. I received the standard "Let me pay $1000 for it off of Ebay" scam requests, but I let the auction end for about $500. The buyer paid immediately via Paypal and the computer was shipped out the next day via UPS. I shipped the item using my UPS account number and insured the item for $500.

Four days later, the item was received by the buyer. Literally within minutes of the item being received, negative feedback was left on Ebay and a Paypal dispute was filed seeking a full refund. No explanation was given. I finally received an explanation that the computer was "destroyed" in shipping and that the item was not as described. I asked the buyer to take pictures of the damage and he refused, stating that he was sending the item back and wanted a full refund. I then asked him for a number where I could have UPS contact him to inspect the package. The item was insured and if it were damaged in shipping, I would refund him and take it up with UPS. He would not respond.

The next day, Paypal instructed him to ship the computer back and he provided a tracking number. He would not allow UPS to inspect. Well, about a week later, I received the computer back. UPS had already told me that since he had shipped the item back without allowing an inspection, that it was ineligible for an insurance claim. I opened the box expecting the worst, and the computer was in the same condition that I sent it! The only thing I could tell that was wrong was one of the USB cables was slightly bent. Obviously I am confused.

So, I unpack the computer, hook it up to an existing monitor and it will not boot. I open the case and the memory, processor and hard drive are missing. The buyer took 6 GB of memory, a quad core processor and the hard drive out before shipping it back. Obviously, the buyer will not respond to e-mail, and since the item has been "received," Paypal considers the case closed. Any advice on how I can try to take care of this - I'm out about $500 - far more than I could sell what practically is a barebones setup with a DVD burner.

We've got a ton of emails and phone numbers for people at eBay/Paypal here you could try. Curious - how could have Chad protected himself from this? And then, how can any average user protect themselves from the dread synergy of hard-and-fast policies with zero customer service?

RELATED: All The Secret Paypal/Ebay Email Addresses And Phone Numbers You Could Ever Want
Ask The Consumerist: Ebay Laptop, Without The Fraud?
(Photo: decaf)

Apparently, the package had a Dallas address. It wasn't valid, so UPS assumed the shipper meant Denton, 40 miles away (come on, they both start with a D, whatever), and dropped it off there. The police are investigating.

Meanwhile, no word on whether the man ever got his tools. Somewhere in Dallas, a stoner is building a loft.

(Photo: dooleymtv)

He wrote:

First, I'd like to start by saying that emailing UPS executives is not my first choice in customer service. However, at this point I'm at a loss for what to do and I'm hoping one of you can help. Here's my story.

On December 16, a package was shipped to me via UPS Ground from Los Angeles. The package contained a Christmas gift for my daughter. The target delivery date was originally 12/24. As you may have seen on the news, there was a considerable amount of snow in Seattle at that time and when the local government decided they were unwilling/able to plow the streets most commerce stopped. I understand that this is not UPS's fault and was not upset at the time that my package did not arrive. My daughter wasn't so forgiving but it was a good lesson in the unfairness of life. I refocused her on making a snowman.

But we're closing in on two weeks past Christmas at this point, the roads have been pretty good for most of that time and still, my package hasn't arrived. And all I get when I ask customer service why I haven't received my package is an apology and an explanation that the weather is causing the delay.

This rings hollow to me and here's why:

1Z 7E0 03 4481 146 (Shipped 12/23 from Texas)
1Z 8WX 604 03 8747 (Shipped 12/22 from Pittsburgh)

Both shipped after the missing package, from further away, and both are here at my house.

I've called 1-800-PICK-UPS each of the last few days as your website directs. Their ability to help seems to be limited to reading me the same information I can find at UPS.com and sending requests to the UPS facility in Redmond. My wife was assured twice that someone at the facility would call her by 4 p.m. today and then when nothing came at 4 p.m she was promised 6 p.m. It's 8 p.m. as I write this and still no call. (Her number is XXX XXX XXXX, you can check the request in your message system).

We were assured on Monday that it would arrive Tuesday. However, here's the tracking note from today:

REDMOND, WA, US
11:42 A.M. THE PACKAGE WAS LEFT IN A UPS FACILITY / FORWARDED TO THE FACILITY IN THE DESTINATION CITY
1:19 A.M. OUT FOR DELIVERY

Do you know what Joe Collier (Tampa) at 1-800-PICK-UPS told me tonight this meant? The driver forgot to put it on the truck. How does one scan it out for delivery and then it doesn't make it on the truck? We're well past weather delays here. This is incompetence.

So, how can you help? I'd like my daughter's Christmas present and I would like it on Wednesday. But at this point it doesn't really even matter anymore. She's forgotten about it and the whole thing will be anticlimactic. And tomorrow the driver is probably going to figure it out and bring it here without your intervention. But I paid a merchant for shipping and still I haven't received anything except non-answers, apologies and unkept promises that it'll be here tomorrow. This sucks.

I would also like an written apology from the director of the Redmond distribution center. I realize it's been a bad month but those two other packages making it here before my daughter's present have ended my patience.

Thank you very much for your time. I appreciate any assistance you may be able to offer.

Sincerely,

Michael

---

Following-up: Someone from UPS corporate customer service did call me today to apologize. She told me that my package is not on a truck for today and they really don't know when it will be. Then she offered me a check for $50 for my trouble. She also promised she'd keep track of this and update me when she could but wasn't able to help expedite things.

We'll see if any of that happens. At this point, I'd be surprised if I saw the package before next week.

$50 isn't bad, but you know what would be better than $50? Yes, $100, but think even better than that. How about finally delivering the gift Michael ordered nearly a month ago?!

RELATED: How To Launch An Executive Email Carpet Bomb
(Photo: belleutti)

Adam writes:

So I ordered an iPhone from AT&T last week. I ordered it even though I was going to be away from my apartment for New Year's because orders made before December 31st got an additional $50 off. I knew I would be away during New Year's and AT&T would only ship to my billing address, so I could not have them ship it to where I was spending New Year's, which was fine because I was told I could call and have them hold it at the local UPS facility.

I called and they said no problem. I got a call back from the local facility confirming that they would hold the package until Monday morning. Great, I thought.

Then I checked the tracking number again tonight...and got this information:

01/02/2009 7:19 P.M. THE RECEIVER DID NOT WANT THE ORDER AND REFUSED THIS DELIVERY / RETURNED TO SHIPPER
01/02/2009 1:29 P.M. THE RECEIVER WAS UNAVAILABLE TO SIGN ON THE 1ST DELIVERY ATTEMPT. A 2ND DELIVERY ATTEMPT WILL BE MADE
01/02/2009 12:09 P.M. A DELIVERY CHANGE REQUEST FOR THIS PACKAGE WILL BE PROCESSED / AS REQUESTED, THE RECEIVER WILL PICKUP AT A UPS FACILITY AT THEIR CONVENIENCE. THIS MUST BE WITHIN 5 BUSINESS DAYS

So my request to hold the package (note it says for 5 business days) was entered at 12:09pm. Then, less than two hours later they decide to try to deliver it anyway and then around 7pm say I actually have refused the package...

Then when I call and say what is going on they say sorry there is nothing they can do right now. That it has been returned and I will have to call AT&T. But they will have the local facility call me Monday morning to explain the mistake (I don't care why, I just want my package).

So, now UPS has sent the package back without my request, admitting they made an error. Yet, telling me there is nothing they can do tostop the package even though they are a shipping company with tracking
numbers...and I have to call AT&T and deal with them. Keep in mind this is the company with ads with some dude in a mullet in front of a whiteboard explaining how awesome UPS is — that they can even reroute a package mid-transit. I guess this is reserved for people who pay extra, not for when UPS themselves returns a package in error.

(Photo: So Cal Metro)

UPS is looking into the incident, and the package entry has since been changed to the man's last name. We'll take this moment to remind any confused readers that:

• Sikhs, who customarily wear turbans to cover their uncut hair, are not the same as Muslims, and
• Not all Muslims (very few, in fact) are terrorists

UPS Driver Used "Terrorist" As Name Signed For Package [ABC]
(Photo: ABC)

Consumer Reports mailed 48 packages from Yonkers, N.Y., to 16 consumers in 12 states, using regular next-day delivery (Standard Overnight for FedEx, Express Mail for the Postal Service, and Next Day Air Saver for UPS.) All of the packages got there the next day — but the price was wildly different.

CR says:

The Postal Service was the least expensive by far for local and long-distance deliveries. For letter-size envelopes, such as the ones it gave us for sending the books, it charges a flat rate of $16.50. (Flat rates for slower delivery are lower.) The other shippers base prices on weight and distance traveled. UPS charged $62.87 to send our book next-day to Oregon and $29.55 to Manhattan. FedEx charged $54.57 and $27.48, respectively.

...Asked how the Postal Service, an independent part of the U.S. government’s executive branch, can deliver overnight shipping for less, a spokeswoman, Yvonne Yoerger, said: "We have an infrastructure in place and letter carriers everywhere. We’re simply adding package delivery to a network that already exists."

Way to go, USPS.

Overnight shipping: FedEx vs. UPS vs. the Postal Service [CR]
(Photo: The Joy of the Mundane )

Irritated, I called the number on the slip to see if I could have them leave the package next time they came by, or have the address changed so it would be delivered to where I go to work. But the robot who picked up the line only gave me the option of tracking the package which I already knew was at the depot. I pressed "0" and jumped through the menus for awhile, before getting exhausted and shouting "CONNECT ME TO A PERSON YOU BITCH!"

And that worked, I was connected to a CSR who talked to me and gave me some options.

When UPS messed up yet again and left yet another slip, I just answered "connect me to a person" to every query the computer put out, and it eventually connected me to a CSR who at least attempted to solve my problem.

I still don't have the package, but it's nice to be able to connect to a human being who will at least try to get me the damn thing.

So if you need to do anything with UPS, just chant "connect me to a person" constantly until the robot actually does so.

Hmm, we wonder if this would work with our real world USPS mailman, who won't make eye contact and who throws packages up the stairs.

(Photo: Mykl Roventine)

I am writing to tell you about an experience I have recently had with UPS (United Parcel Service). I have had a shipping account with them for about 3 years. I use it maybe once a year to send the occasional item to family or friends. This is the story of the package that wasn’t mine.

I came home from a long weekend to find a voice mail on my home answering machine. The lady, who identified herself as Karen from the Damaged Claims department at UPS said that a package that I had shipped was reported as damaged by the recipient. It was to be sent back to me and I would have to take care of the claim. Immediately, I wondered to myself, did I ship something recently? No, I didn’t. Especially a 42” Plasma TV as that was what Karen indicated the package contained. I quickly called them back at the number provided, but the department was closed on Sundays.

First thing Monday on my way into work, I called the customer service center. I gave them the tracking number that Karen provided for me and the representative said that the call was accurate and that I would be receiving the package to fix or replace within the next few days. I told the representative (Paul) that I hadn’t shipped anything with UPS on my account in at least 6 months, let alone a 42” plasma TV! I told him this, but he didn’t believe me. I kept insisting that the package had nothing to do with me. I even referred to the tracking information (provided by UPS). I live in Medina, Ohio. Last time I checked, that is pretty far from Ontario, CA. “If I was the shipper, why would the package have come from Ontario, CA not Medina, Ohio?” I asked Paul. He told me that he would look into the situation and that I’d be on hold for about 5 minutes. I waited and waited, my morning drive was coming to an end and he finally came back on just before I walked into the office. He said that “someone had entered the wrong account information in the claim slip and that there was nothing they could do.” The package would be sent to my house, regardless of my non-existent involvement with it. I would then have to (on my own time) arrange for the package to be picked up, sign a piece of paper and hope that everything else went as planned. All I could do was agree, I had nothing to go on, nothing to say, I just said ok and hung up

Two days later, this massive TV showed up at my house. It sat outside in the rain on Tuesday night (I was at a friend’s house) and most of the day Wednesday. Finally around noon on Wednesday I made it home and made the call to customer service that the package was there and it needed to be picked up. I once again referenced the tracking number. This time, the representative apparently didn’t read the notes (or most likely there WERE NO NOTES) on this package. I had to explain the entire situation again. I told her that I didn’t care about the damage claim, I didn’t care where it was going, and I just wanted it off my porch. She made a call to the local depot, which ironically my dad has worked at for 27 years. About ten minutes later, a gentleman from Middleburg Heights depot called and said there would be someone there that afternoon to pick up the package. He said I would not have to be there to sign anything (what a relief) at least something was going right. At this point, I had spent 4.5 hours talking on the phone about, waiting at my house for and researching UPS’ problem. I thought it was over.

Two weeks passed and I didn’t really think about the situation. Until my American Express bill came. I checked the bill, as I normally do each month for the charges I made. I ran across two that immediately stood out: UPS – United Parcel Service. One charge was for 27.47 and the other was for 92.65. I immediately called American Express. The woman was so very nice (as they always are!). She said that since the charge hadn’t been billed yet, I couldn’t dispute it. Fine I thought, they’ve always been good before, I’ll just wait.

Meanwhile, I decided to call UPS to try to resolve the wrongful charges. I referenced the tracking number and again I had to explain the story. The agent was very, very nice this time. She was very helpful and understanding of my frustration. I was able to get the charges credited to my American Express and the situation was resolved.

I guess my moral of the story is that I spent over 5 hours of my time fixing a UPS mistake. And although I don’t ship thousands of dollars in packages a year, I should’ve still received better customer service. If nothing else, I would’ve expected that someone would’ve caught the error when none of the names involved with the package matched my account. In the end everything worked out ok, but it still frustrates me that stuff like this happens. I have a liking towards UPS, as I said my Dad has worked there for 27 years. However this incident really makes me want to shy away from using them again.

We sure hope the real shipper insured his 42-inch broken, drenched pile of fail.

We know shipping accidents happen, but what's unacceptable about J.Crew's response is how they keep putting Kimberly off instead of working with her to resolve the problem.

My credit card was charged on the day of purchase for the full amount of my order. When I first called on the 8th the rep had suggested for me to wait the full 7 days, I did not have a problem then with the wait. On the 11th I checked their website and noticed the aforementioned status change that led to another call immediately.

I was refunded $49.99 on the same day on the item that was supposedly returned but I never received, but their rep did not even want to look up my address to see whether or not it was sent to the wrong address. When I insisted that he check, he told me that they had the correct shipping address but I should wait 10 days to call back anyways.

It's not like Kim's a novice shopper who doesn't know how shipping works. Now the question is: is there anyone at J.Crew who knows how shipping works? You two should talk.

I have a question about UPS it seems might be up The Consumerist's alley:

Can they leave a package addressed to me with a third party, yet write my name in the Signature line as though I had received it?

This isn't high on my list of world problems to tackle, but on the other hand, my polite requests haven't yielded any results so far. To explain:

Like countless New Yorkers, I live in an apartment building. As must be the case for many who are at work during the day and don't have a door man, UPS sometimes leaves packages with the building's Super or, more often, at the florist's on the ground floor of the building. This has been going on for years and seems to work for everybody; easier for the driver, convenient for us residents.

Recently, however, a new wrinkle has appeared. The driver is leaving my packages at the florist's while I'm at work, but the tracking website each time indicates they've been mysteriously signed-for by me even though I wasn't there to receive them. When I call UPS, they tell me, "Yes, I see here your package was delivered and signed for by [MY NAME] at 1:15 PM today..."

"Wha? Huh? At 1:15 PM I was at work, and couldn't possibly have been there to sign for it..."

"Well, that's what our system shows, sir."

The first two times this occurred, it didn't really bother me since I received my packages same as always and it didn't seem worth complaining about. (I should say here that in the past, packages were always signed-for by the Super or somebody at the florist's.)

After the same thing happened a third time, I decided to ask a few questions. The CSR at UPS said he had no idea why this was the case and agreed my name shouldn't appear in the system when they leave a package with another party. He assured me he would forward a message to a local Supervisor, who would call me back. The Supervisor called within an hour and I explained the situation. She said she understood my concern and would "have a talk with the driver."

When I ran into the UPS driver on my block a week or so later, I asked him about the signature. He was friendly about it and told his Supervisor mentioned it to him, but said he hadn't entered my name on the signature line, but that it had something to do with "The System." He didn't elaborate. The System. I thanked him and dropped it, thinking it was over.

Until it happened again the 4th, 5th, and just today, 6th times. The same cycle repeats: I track the package online. It's delivered to the florist's but mysteriously appears signed-for by me. I call UPS and the CSR informs me the only option is to forward a message to the local Supervisor. When he or she calls me back, I explain I have absolutely no problem with UPS, the driver, or the delivery arrangement, except for the part where my name falsely appears on the signature line. Each time, a different Supervisor claims to understand and says they'll address the issue with the driver.

I'm just wondering what I might do here. I mean, is it even legal to sign someone else's name like this? Is this a candidate for the dreaded EECB?

Thank you,

sonic boom

All joking aside, we could see how this would be a little annoying— particularly if someone decides to start stealing your packages after you've "signed for them." Here area few email addresses for some UPS executives so you can launch your EECB.

Good luck to you.

(Photo: zyphbear )

Below is the top 10 list, but check out the full list of 75 companies for some interesting surprises, like Hewlett Packard coming in at #18 (right behind Apple!) despite the horror stories we've seen from Consumerist readers.

"The 75 Most Reputable Companies in the U.S." [Forbes] (Thanks to Rick!)

RELATED
"RI Hall of Fame" [Research Institute]
(Photo: Getty)

Oddly, beer topped each of the lists. Anheuser-Busch is the company most admired for the quality of its products, while Molson Coors is the least admired. The full lists inside.

The Top 10 Most Admired Companies Based On Quality of Products Or Services:

1 Anheuser-Busch
2 Nordstrom
3 Medco Health Solutions
4 John Deere
5 BMW
6* United Parcel Service
6* Adobe Systems
8 Fortune Brands
9 Procter & Gamble
10 Herman Miller

The Top 10 Least Admired Companies Based On Quality of Products Or Services:

1 Molson Coors Brewing
2 Amtrak
3 Dollar General
4 US Airways Group
5 Family Dollar Stores
6 Constellation Brands (Arbor Mist wine)
7 WellCare Health Plans
8 Amerco (parent company of U-Haul)
9 Northwest Airlines
10 Sears Holdings

What companies do you admire?

Best & Worst: Quality of Products And Services [Fortune]
(Photo: *nomad* )

UPS agreed to refund $300 of Nick's shipping costs and to issue "a goodwill payment to him for his computer." Here's Nick's response:

So, a happy ending (thanks, I'm sure, to your site). Today, UPS contacted me, saying that since they couldn't find my computer, they were going to pay out the claim on the package and refund my shipping charges. All's well that ends well (that is, so long as they can get it delivered to the right address this time). Thanks for help in publicizing this, and the resources your site offers. I swear, you guys are better than the Better Business Bureau.

We don't really understand how paying for an insured computer that was destroyed adds up to 'goodwill' so much as honoring a stated policy, or why UPS searched their facilities after they admitted to delivering the package to a stranger, but hey, Nick's happy, and that's all that matters.

PREVIOUSLY: UPS Breaks, Steals Computer
(Photo: The Infamous Gdub)

Jason writes:

I work as a freelance videographer, and recently landed a high-profile magazine spotlight piece. The company that picked me for the shoot recommended that I use two wireless mics for the audio. I didn't have two wireless mics and told them that, but I knew I could get one from a friend. The other I ordered from B&H via UPS's Next Day Air service.

I ordered on a Friday but my order didn't go through and ship until Monday. I needed the mic by Tuesday night (hence the overnight shipping) so that I'd be ready for the shoot on Wednesday. The package shipped out as scheduled, but when I checked the status of the shipment on Tuesday morning I saw the notice, "PKG DELAY-ADD'L SECURITY CHECK BY GOV'T OR OTHER AGENCY- BEYOND UPS CONTROL".

I had never heard of that before so I did a quick google search. It turns out this notice isn't necessarily used when a package is actually being held for security reasons. Rather it's usually because a driver didn't (or couldn't) get beyond a security gate at the delivery location. In most cases it looked like the package was redelivered a few days later. I couldn't wait a few days, so I called their customer service center to find out what I could do about getting the package that day.

A customer service rep said that somebody from the local distribution center would call me back within the hour. Surprisingly somebody actually did just that, although it turned out to be less than fruitful.

The conversation with CSR Kimberly included this gem:

Kimberly: The driver couldn't get beyond the security gate.
Me: We don't have a security gate.
Kimberly: I mean the security guard.
Me: We don't have a security guard.
Kimberly: I mean the door was locked.
Me: There's a buzzer. And five people working the front office. And they're pretty attentive when delivery people come by. They don't like pissing off the residents.

But Kimberly told me that the truck was long gone, and not coming back. She gave me the option to meet up with the truck or wait until 7pm and pick up my package from the distro center. I opted for the meet-up since it would (presumably) be faster (I figured I would need at least a few hours to read the mic's manual, and learn how to use it before the shoot).

She told me I'd have to drive 12 miles to a construction site and wait for the driver to come. I thought she was kidding. She said she wasn't. I was to meet a driver (who was meeting another driver) at 3:30 at a construction site west of a hospital somewhere near Universal in Orlando. I was stunned. I paid $40 for overnight shipping. And this is what I get for it?

It got even better when the driver never showed up. One of the two drivers was there, but this one knew nothing of the exchange and said that he had actually called for help because he was overloaded with deliveries. I brought a camera and took pictures of the meeting place. I thought maybe you'd get a kick out of them.

I called Kimberly back and wanted to know what was going on. I was pissed. I said that I needed the package and that I wanted a refund on the shipping cost. She called me back a few minutes later and told me that I could drive another 20 minutes to meet up with the driver who was now just a few blocks from my apartment building. The real kicker was that I only had 10 minutes to get there before he was going to leave again. This time I asked if I could just pick it up at 7 at the distribution center. She said that I could and that they would call me when the driver came back (they didn't).

She also said somebody would call me back about my refund "soon". It's been five days and that hasn't happened. I'll probably start making those phone calls on Monday.

At some point I mentioned that I was going to be sending all of this to the Consumerist. I don't think she knew what that meant, but I thought I'd give them fair warning.

Anyway, I picked up my package just after 7. The guy working the pick-up area threw my box on the counter. I winced. That mic cost me almost $600. Not cool. Especially after everything else.

In the end I got the mic, and did the shoot. I also got some swell pictures of a UPS truck in a dusty parking lot. Maybe you can use them for something.

Anyway, I thought you guys might find this interesting. Thanks for doing what you do.

Come on, UPS, put a little effort into your sketchy pickup areas. If you're going to send someone to a construction site, have the decency to leave a note or a riddle directing them back to the distribution center. Nothing complex. We would've been happy with a post-it reading: "Gotcha! Return To Distribution Center. (Next Time Use The Post Office!)"

(Photo: Jason_Hawkins)

The article says,

Since the Sept. 11 attacks, the U.S. government has been concerned about counterfeit documents being used for fraudulent purposes.

"She said the only way I could get it was to send her proof that I am a legal resident here," said Bustos, who works at a McDonald's in Fort Myers. "She wanted me to e-mail her a copy of my green card."

Bustos said she has lived in the United States for 15 years, became a legal resident and received her green card in 2002.

"I told her I thought that was ridiculous," Bustos said. "She represents a private company. She's not an agent for the immigration service, and I have no obligation to show her my immigration status.

"We paid to have those documents sent, and they should deliver them to us. There is nothing illegal in that envelope."

UPS claims that they are only following procedures outlined by the government which is trying to prevent counterfeit documents from entering the country that could potentially be used by illegals to gain citizenship or some other right. The article says,

"Many people are involved in sending fraudulent documents to the U.S. for the purpose of stealing identities," said Zachary Mann, spokesman for Customs and Border Protection in Miami.

Some attorneys have insisted that the procedure violates the U.S. Constitution's Fourth Amendment guarantee against "unreasonable search and seizure."

Customs officials disagree. They say there always has been an exception to that law: People at U.S. borders can be searched and belongings can be seized without the usual warrants and legal prohibitions.

Because the courier hubs are where international packages enter the country, they qualify for the border exception, the officials say. Airports also qualify, they contend.

It seems that UPS isn't doing anything illegal in asking her to "identify herself further," but do they have a right to know her citizenship status? Should the government be flagging 2 simple birth certificates over security concerns? Or should Cristina just roll over and get with the system? Let's hear your opinions, Consumerists.

Florida woman's fight with UPS touches nerve over security level [Palm Beach Post] (Thanks to Steven!)
(Photo: Maulleigh)

I'm having some trouble and I didn't know who else to turn to - I sound like a grieving widow on the A-Team - but I thought of you folks and maybe you can help me out.

My family and I buy a lot of stuff online, mostly from Amazon, so we got the Prime deal that gives you free two-day shipping. Good stuff, right? We all work and some of us don't get around as well as we used to so it works out very nicely. Save money on your things, save gas and parking, save your back and your knees, etc.

One of the first things I bought with the Prime membership was a DVD boxed set of a TV series.

Now we've had the same UPS driver for many years, we know him, he's a nice guy, and he ALWAYS leaves our packages in our front door no matter what. When it came to this PARTICULAR package the online tracking was telling me it was delivered but no one at my house ever saw hide nor hair of it. No big deal. We've gotten packages for other houses occasionally, stuff gets misdelivered, it happens, and after none of my neighbors brought it over for about a week I figured it was lost and made a claim with UPS. We're talking thirty bucks here. I didn't want blood from a stone, I just wanted my season 3 of Stargate Atlantis.

In case you've never done it before making a claim for a lost package with UPS is a screaming nightmare. They make it incredibly difficult, you have to go through half a dozen web pages and talk to as many different people on the phone. It's a giant pain in the ass. I made my claim anyway.

Since I made my claim, every few days I come home and there is a "we missed you" sticker from UPS on my front door. All my lovely Amazon stuff UPS was now demanding a signature for - even when, after this happened a few times, I called Amazon and had them set up my deliveries to not require signature authorization. I called UPS and they said "regardless of the shipper's instructions it is at the delivery driver's discretion as to whether to require a signature for delivery." This strikes me as absolute garbage. Like I said, we've had the same driver for years, he's a really good guy and he KNOWS everyone at my house works and we can't be home to pick up packages.

Then, yesterday, I got home from work just as he was walking down my front steps with a package and he said, "hey, thank god you're here and you can actually get this." I asked him what the hell was going on with our deliveries.

He explained that it wasn't him who misdelivered the original package that I had to file the claim on, that a relief driver was doing his route that day. He went on to say, though, that since we filed a claim - a THIRTY DOLLAR CLAIM - we had been put on a "blacklist" - his words, not mine - and that he was prevented by his superiors from delivering ANY package to our house at ANY time without a signature, regardless of the shipper's instructions.

This is a delivery driver who has left large packages INSIDE OUR HOUSE before - we live in a safe area and don't always lock the front door, and if we get large or multiple packages he has opened our front door, stacked them inside the house, and closed up behind himself. He's a great guy and he's always been good to us, but I couldn't believe what I was hearing.

"So you're telling me that even if a package specifically says it can be left without a signature, you aren't allowed to just leave it in the doorway or inside the house like you've always done?" I asked him.

"Nope," he said. "You're on the blacklist. If I leave anything at your house without a signature I'll lose my job. Sorry man."

I can't start taking off work to be home to pick up packages (and neither can anyone else) and I don't want my UPS driver to lose his job, but what's the best way to go about fixing this situation? I don't want any special treatment, just what we've always had - a good, nice delivery driver who can leave stuff in our doorway when no one's home.

I mean, a BLACKLIST? Seriously? They CALL it that? That's pretty dumb.

Any advice is greatly appreciated.

Here's how it works: you drop your package off at a participating station, Amtrak ships it off, and the recipient picks it up in the destination city.

Because Amtrak always has to futz something up, express shipping isn't offered out of Penn Station, but New Yorkers can still receive packages "(or human remains.)"

Save With Dave: Amtrak Shipping [CBS 13]
Amtrak Express Shipping [Amtrak]
(Photo: reivax)