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)

So. I've been dealing with UPS in several forms, now, for nearly six months on the same issue. Long story short: I paid them $600 to break, steal, and then give away my computer.

I was shipping it to England in early October 2007, as I was expecting to move there, and it turned out I got a customs exception that made it cheaper to ship my computer than to buy a comparable system in England (especially with the dollar-to-pound exchange rate tanking). Fine, right? So I packed it up, insured it, and shipped it out from the UPS Store in Woburn, MA the day before my flight left (total: $300 or so). For a lot of other reasons (is there a "disgruntleduniversitystudentist.com"?) I ended up needing to cancel the trip while the computer was stuck in customs limbo, awaiting several forms that I needed to fill out to get my exception. So, I talked to the customs people, and they said there would be no problem with simply returning the shipment to the sender. I told UPS to do so, and they agreed, provided I pay for return shipping (another $300).

So after some problems with the tracking info, it finally gets delivered. I'm happy - until I get home and see it. One corner is completely crushed. It's OK though: my power supply broke the fall. So the computer is now heavily dented, and refuses to start. I called and filed a claim, thinking that it was pretty cut-and-dried, especially as I had taken that handy-dandy insurance. Right?

Not so much. First, I'm later told that I committed a major faux pas by filing my own claim, rather than going through the UPS Store, as apparently he is the actual shipper, and in charge of such claims. Fine. I call the UPS store, who quickly take my number and promise to call back. A bit later, they do so - but with the most unexpected greeting of "Hold a on sec, bro, lemme finish chewing." The person calling me back, who turned out to be the owner of the franchise, set up the claim, all while berating me for doing it wrong (because heaven forbid I should want to be involved in getting my money back) and calling me bro, dude, etc. It is, by this point, November. My claim should be done processing in 4-6 weeks. Fine. I ship out the package for inspection, and I wait.

It is now December, nearing Christmas, and my list is populated by sad games that will not be played, and peripherals which will see no connections for some time yet. I call the UPS store again. They claim that I had refused to give them the package and so no work was done. Despite the fact that this was not true (he was apparently misreading the readout - I had been unavailable on their first scheduled pickup attempt, so the package stayed inside, but shipped out the next day). They also need information on the original price, so they can evaluate it. Note that this is a custom-built, two-year-old system - I don't exactly have the receipt handy. The UPS Store owner advises me to find a similar-looking product around the same price. I do so. He says that my claim will be processed in 4-6 weeks. He also mentions that he has my computer in his store, already inspected, so if it's refused, I can get it back ASAP.

Now, it's January, nearly four months into the debacle. There has still been no decision on whether or not I can get my money for the computer. I have written off the computer as a loss, and begun building another one from scratch. I assume that I will be receiving nothing from the insurance, and at this point really just want the computer itself back, just to see if there's any viable hardware left that could save me some money. I call the UPS store, and they inform me that my claim was denied. Well, fine. Return it to my address, then. They say that they can't, as the main UPS office has it. What? You had it in December, and now it's gone? They claim that they never had it in December. Of course, the main UPS office claims they don't have it, either, but interestingly they claim it was returned to someone named Ken in New York. Apparently, that was the name listed as the original shipper when they started the return-to-sender process in England. How? I have no idea. I know no one named Ken, much less one from NYC.

Needless to say, I ship FedEx now.

(Photo: zyphbear)

I work for a merchandising company and we often have some of the in-store promotional materials shipped directly to our merchandising employees. We just received this photo of how an employee of ours in Florida received a shipment of packages from UPS. All one shipment. Our employee was so dumbfounded by what they found, they took photos and sent them to management. Nonetheless, we've contacting UPS about this and also forwarding the photos on to them.

The employee is a kid who looks to be about 16 or 17. He keeps flipping open his Sidekick to check messages and respond. He does not want to be working in the UPS store this afternoon—he won't make eye contact with any customers and gives sullen, single-word answers to questions.

A guy in his 20s comes in.

He hands the kid his receipt—the kid stares at it, turns away and mutters out loud in a strangely offended tone:

The kid stands in front of the closet area muttering that phrase over and over for the next two minutes, and when we leave the store he still hasn't started looking for the customer's box.

Probably the only thing worse than this story is that the first thing we thought when the kid refused to look for the box is, "What is this, the post office?"

(Photo: mroach)

Hey guys,

I know customer service snafus around Christmas time are to be expected and I always do what I can to avoid them. I order as insanely early as I can, try to stick to merchants that have a good track record and, whenever possible, avoid using Fedex. But things still can, and will, go wrong.

On the Thursday evening before Christmas my mother called me to say that she wanted to get a digital camera for my sister as a last minute gift. Since I am an Amazon Prime member and can get free second day shipping, she thought I'd be her best bet.

I logged on to the site, found the model she wanted and noticed that it said if I ordered within the next two hours I could have the shipping upgraded to overnight for $1.99. I finished up the order and called my mother back to say the camera would be here Friday, the 21st and then went to bed.

In the morning I checked the order status. UPS said that it was on time for delivery that day (in Washington, DC) but the tracking info said nothing beyond the fact that it had been picked up from Amazon in Kentucky at 3:46 that morning. It didn't seem like an issue so I just went on about my day. Every so often I would check the tracking info but it never updated beyond the 3:46am pickup. Late in the afternoon I called UPS where, surprisingly for it being so close to Christmas, hold times were pretty short. UPS tells me that, due to volume, their system is slow to update. It still shows on time for delivery today so I will receive it today. I ask what the deadline for "today" is and I'm told 7:00pm.

7:00pm comes and goes. Around 9:00pm I check back on the tracking info. Not only has it still not updated from the original pickup time, it still shows as being on time for delivery that day.

I call UPS again.

Again, reasonable hold times and apologies all around. I'm told again about slow updates to the system and am assured that it will be delivered Monday, Christmas Eve. Whatever. Off to bed.

Saturday morning I check in again. The tracking info is still exactly the same. I call UPS and try, once again to convince them that this shipment has gone missing. It was supposed to have been delivered the day before and the tracking info has not changed since the package was picked up eighteen hours ago and still shows it as being on time for delivery *the previous day*. This finally begins to make sense to them. I'm told that I'll have to call Amazon and have them start a trace.

This makes no sense to me. Once UPS has taken possession of the shipment I don't see this as being Amazon's problem anymore. But since I'm getting nowhere with UPS I decide to give it a shot.

I log into Amazon's support section and instead of a phone number to call I'm presented with a box that I'm to click to have them call *me*. Although skeptical I click away and almost immediately my phone rings. Kind of spooky, actually.

I explain the situation to the rep, expecting to get nowhere. He puts me on hold for about ten minutes. When he comes back he tells me that Amazon to going to ship me a replacement camera. It will be delivered, by private courier, Christmas Eve, free of charge.

It takes me a minute to process this. I repeat it back to him to make sure I haven't misheard him. He confirms. I thank him and hang up. E-mail confirmation arrives within half an hour.

Thinking my problems are over I head off to the movies with friends. When I arrive home I have a notice on my apartment mailbox that I have a package waiting in the management office, which is now closed until the day after Christmas. With a sinking feeling I go upstairs and check the UPS site. Yes, the tracking info on that first shipment has been updated. After the pickup time in Kentucky two days before is now a single line, "Delivered." Nothing else. No interim steps at all.

I now have no idea if Amazon is going to ship the second camera or not since now, as far as they're concerned, I've received the first one. And at this point I don't care much either. I decide I'm just going to let this play itself out and see what happens.

About 6:30pm Christmas Eve a courier delivers the second camera directly to my door.

Amazon even paid for the return shipping on the first camera since it didn't arrive on time. I just had to print out the label and drop it off at UPS.

These days you're lucky if you can get any resolution at all from customer service when things get mucked up. I am completely floored at how far Amazon went above and beyond to fix a problem that, in my opinion, they weren't even responsible for.

I buy a lot of books, DVD's and the like. From now on, whenever I can, Amazon's getting my money. They've earned it.

-William

P.S. My sister loved her camera.

(Photo:zyphbear)

He writes:

I love dealing with UPS. The package comes when they say it will, and the regular deliveryman knows when, and when not, to leave a package when nobody's home. I hate dealing with FedEx. They claim they came when they didn't and leave packages at the door without even knocking when we are home. For Christmas, I ordered a pair of skis for my wife and told the shipper to insist on a signature. TrackingUpdates@fedex.com sent me a shipment notification that clearly said "Must Obtain Signature DO NOT LEAVE AT DOOR."

The tracking page said that the delivery would be on 12/26. No problem, since I ordered too late to get it in time for Christmas. We changed our plans to stay up in the Adirondacks for the long Christmas weekend only because of the heavy Sunday rain that wiped out the great skiing conditions that existed just a day before. I went to work Monday, Christmas Eve, checked the tracking page, and found out that they were now delivering the skis that day. I called my wife and told her to hustle home to be there for the package.

I later checked the tracking page before she got home and found that they had delivered it with the notation " Left at front door. Package delivered to recipient address - release authorized." I submitted a complaint online: "Despite specific instructions from the shipper: 'Must Obtain Signature DO NOT LEAVE AT DOOR,' the package was left at the door based on 'Signature Release on file.' [please note — that's B.S.] I HEREBY REVOKE ANY AND ALL SIGNATURE RELEASES THAT YOU HAVE ON FILE."

Their reply was: "Our records indicate that your shipper is not requiring FedEx to acquire a signature to complete this delivery. Our drivers often can deliver packages even when no one is available to sign for them." I e-mailed them again and suggested that they re-read my e-mail and the specific instructions from the shipper.

Then I got this reply: "FedEx authorized release of residential packages without a release agreement on file to expedite deliveries because of possible weather/volume issues and to ensure packages were delivered in time for the holiday. FedEx reserves the right to release packages at residential locations without obtaining a signature."

In other words, FedEx doesn't care what instructions are given by the shipper — they reserve the right to do whatever they want with the package — like leaving it outside so various undesirables can happen by and help themselves to your stuff. By the way, the toe piece on one of the ski bindings was damaged. Thanks, FedEx.

I no longer will do business with any merchant that will not give me the option of shipping with some company other than FedEx.

Thanks for listening

Frank

Michael L Eskew, Chairman & CEO - MLEskew@ups.com
James P. (Jim) Kelly, Director - JKelly@ups.com
David Abney, President, UPS International - DAbney@ups.com

Senior Vice Presidents:
Jim Winestock, Senior Vice President of US Operations - jwinestock@ups.com
Kurt Kuehn, Worldwide Sales and Marketing - KKuehn@ups.com
Allen E Hill, General Counsel and Corporate Secretary - AHill@ups.com
John McDevitt, Strategic Integration - JMcDevitt@ups.com

RELATED: How To Write A Good Complaint Letter
(Photo: northernplateguy)

benpopken: How has this experience affected your opinion of UPS and Microsoft?
dan: Well, I am more cautious about shipping with UPS. I always make sure I have a paper trail with their stuff. I still think of Microsoft as I did before. They are slow when they have to work between departments but overall they have been a great help.
benpopken: So you place most of the blame on UPS?
dan: Yes, since it was lost in transit. And they have a tendency not to return phone calls.
benpopken: That's 6 months you spent on the issue.
dan: Yeah, mostly dealing with UPS.
benpopken: Do you think a couple of brown shirts are playing with your Xbox in a breakroom somewhere right now?
dan: Most likely, yes.

PREVIOUSLY: Microsoft Presents: UPS And The Case Of The Vanishing XBOX 360

I know of a lot of the bad press best buy gets, but on the occasions when they have had good deals, my dealings have gone well. When a good deal on Seinfeld DVDs came up, I decided to give it a go. Spin the wheel, so to say. I figured with AT&T getting me into a 2 year contract on false information, I was due for a good customer experience. I had to buy online due to the hours I work... oh yea, and because I am lazy.

So I buy Seasons 1-8 of Seinfeld. I laughed a little to myself when they said it shipped over 36 hours before UPS posted that they received the billing info. It was neat trick to make any delays seem like the shippers fault. But it was, in all, not related to my issue.

A few days later I get the box. A very quick glance tells me there is something wrong. Hmm, no S1&2 set, and no S7... but what's this? 2 copies of S3 and S8. Excellent. I call, and in an amazing twist, the lady apologizes and says she will ship out the missing ones and seems to infer I can keep the duplicated. So far so good, but as I mentioned, I work late, so I went to bed soon after. The next day I actually get a chance to look at the sets, only to realize they are horribly beat up. They ranged from sharp corners to so bad that I doubt an in store return would be accepted. This led me to believe it was not a UPS issues, seeing how some were perfect and others were partially digested.

I call again. This went a little less smoothly. It took some pushing and explaining how it's not wrong to expect merchandises in good shape, but they finally agreed to ship out replacements. I told them I would return the damaged ones to a local store only after they assured me that they would be accepted.

Days later I get the ones that were missing and after that the replaced damaged ones. Behold! Some of them were beaten up too, with tears in the box and some parts that looked dropped. Keep in mind I wasn't removing the plastic, so I have no idea of the internals.

A third call gets rough when they tell me that it is impossible for them to resend them. I have to go to the store, which is what I was hoping on avoiding in the first place. After basically asking for compensation in small words, they agree to refund my shipping fees, which makes sense, and to "submit it to the dept that handles that". That ended in a 20 dollar online only coupon that expired in 2 weeks. Wow, thanks. At best buy, that's like, batteries.

I considered the matter done with. The next day I would go to the store, and exchange/return the damaged ones and duplicates. All minor till now. Before I leave work, I check my email. Some UPS trace had been put on my order. Keeping in mind that I was told I could return them, and I received no warning of this.

I called to clarify what this meant. After pushing through to a floor manager, he spelled it out for me: For up to 8 business days, I had to keep the wrapped 14 box sets. I could not return them or exchange them. I could not get my money back, or do anything to avoid this. I demanded my money back, and it wasn't even a bluff! I just wanted it over with. He said "No". I said I was not warned about this, and was told I could return them. He said "Sorry"

So here I am, with 14! box sets that I cannot open or watch, and Best buy with my money, refusing to return it. I can't help but feel a little screwed over.

I would like to add that for the most part, the phone agents were friendly and in agreement that it was ridiculous. Only the last floor manager was cold and borderline rude in his uncaring attitude; "Yes we are screwing you, and you are going to like it".

Here is an excerpt from the email that I was sent.

...For this reason, we have filed a damage tracer with UPS. The tracer process can take up to 8 business days to complete. During this time, UPS may want to inspect the damaged murchandise. Please have the box, and or murchandise ready. Do not ship back, or destroy the box, or take it back to the store until UPS has contacted you. Failure to comply will result in the claim being canceled, and all charges will stand. If a replacement is shipped out, you will be charged for it as well. We will update you with any new information as it becomes available to us....

After laughing that they spelled merchandise wrong twice, I called them to find out more information. I explained that way the last representative left it, was that I could return and exchange the DVDs, and the only reason I hadn't already was just being busy. They said that once a trace is started it cannot be stopped. They are going to follow my packages from beginning to end with UPS to determine what went wrong. Normally I would see this as a good gesture, but, its only a couple of DVDs and I repeatedly told them before that the shipping boxes and padding looked fine, and that there we great looking copies mixed in with the beat up ones, therefore the probability of it being UPSes problem was slim. I asked if "basically, without warning me, you locked me into owning DVDs that I cannot open, return or exchange for at least 8 'business days after I ordered them 2 weeks ago'". The answer was yes.

As for what will happen when the trace is complete? I really don't know. I would like to think they will let just return everything and get my money back. But I can see issues arising. If they blame UPS, who knows where that puts me, and if not, I still see issues trying to return them in-store due to how bad some of them look. When I demanded my money back they said that they would have to see what the trace turned up.

I know this is relatively small purchase, and other than stress and not being able to watch what I bought, it's a fairly minor inconvenience. But I am just impressed with how poorly they handled all of this. I would have to think a better company would first try to make sure the customer is not getting screwed, and then make sure he or she is happy... THEN find out what's wrong in their court.

At least they didn't try to push me on an extended warranty.

July 5th - 360 kicks the bucket with the three red lights. I call Xbox, determine that its really broken, and get a person who helps me set up the repair order.

July 13 - Receive the box.

July 19 - I have the box all set up; I have the 360, sans faceplate and hard drive, in the Styrofoam padding and placed in the box. Box is sealed up with that awesome tape that came with the return box. Box is brought to Business and shipped via UPS. The unit was picked up by the driver, NO pickup receipt was given, and apparently the box was NOT scanned on pickup. I have been told that they do that at the distribution center to help the drivers work faster.

July 25 - I check on the status of my console, still says shipped to customer. So I check the tracking number, Billing info received, nothing else. I call UPS to verify that this is correct, and it it. I am told to wait one more day and to call back.

July 26 - I call UPS and I am told that since the package isn't in my name, it is in Micrsoft's and I have to contact them for further information. I call Xbox support and I am told that I have to call UPS because the xbox support doesn't deal with this.

July 27 - I call MS again and I get someone who decides it's a nice idea to help. So I am told that I need to have a "tracer" placed on the package and to wait for the results. I call Ups, and they happily do it for me. I am told to wait 5 business days to call back to check the status.

July 31 - I notice that the tracer is closed; package not found is shown on the UPS site. I call UPS and I am told to call Xbox. I call Xbox and I am told that they will search the repair center and to call back in another 5 business days.

August 2 - I call MS back and I am told that the repair center does not have the console and I am transferred to a supervisor because the support person I was talking with wasn't able to handle this. I am transferred to a super, and she then decides to have a conference call with UPS. WE come to the conclusion that UPS must have the package and the UPS tech places a new tracer on it. I am told the UPS claim number of [redacted].

August 10 - I call MS back because the tracer is again finished but no package. I am told that the repair center does have it, and that I do not need to call in anymore.

August 12 - I call Xbox back because the website to check the repair status still shows it as "Box shipped to customer". I am transferred to a different call center now apparently because the basic techs are unable to help. I am connected with Jeff, [redacted]. He says that he handled a case just like mine recently and that he would take care of this. And he also states that I was misinformed by the last tech and that they repair center does NOT have the console.

August 15 - I call Jeff back, and I leave a message asking about the status of my console and for him to call me back.

August 17 - I am contacted by Jeff. I am told that he is working with his superiors and that he will ship me out a console soon. And when he finalizes it, he will call me back and let me know.

August 21 - I am called by MS and I am told that in order for Jeff to get me a new console, I need the pickup receipt, which I told the techs from the start, I do not have.

August 22- I call UPS corporate offices and I ask for the Office of the Chief Operations Officer. I am transferred to a person who pulls up the shipping record and listens to me explain the whole ordeal for about the 11th time. He says that he will send out some corporate emails and he said that the account holder will be called by Friday, the 24th.

August 24 - I call back MS, and I ask how I would get any pickup information to Jeff. I am told to call in when I have it and they will give me the faxing information.

August 23 - I call UPS to ask if they called Microsoft, I am told that it will be done Monday evening.

August 28 - I call MS, and I ask about what is going on now. I am told that without written proof that UPS has my package, they refuse to do anything. I then ask is there a way to track down a console if it is used on Xbox Live, because if it was stolen they could possibly track that person down. I am told that even though they can ban the consoled by the serial number, they cannot track them down with that. I call UPS, I ask is there any way that I can prove that I sent the package. I am told that a written document from the business that I shipped the package from stating that the package was picked up by UPS will be sufficient to allow a claim to be approved.

August 29 - I call Microsoft now that I have the paper signed just like the helpful UPS support tech said. And I am told by Jeff that this is not sufficient for MS. And that I am to call UPS to handle it. So I call UPS support, get transferred to claims, and explain the entire story again to a new person. This person says that what I was told before is all a lie. That paper signed by the manager at the place it was picked up from is NOT sufficient enough. So I call UPS corporate again, and get connected to a new person yet again. This lady takes all the info down once more, and says I will be called tomorrow by her superiors so they can discuss whether my claim is legit.

Total time spent with this issue: 1 Month, 1 week, 4 days.

(Photo:Wikipedia)

(Thanks to gbcue!)

Here's what I think happened. I think UPS's network was overwhelmed by Amazon's Potter-volume in some parts of the country and they had no way to deliver all those packages. (The forums for the book at Amazon and Google Blog Search are full of similar complaints from others...warning, spoilers! UPS even offloaded some of the volume to the USPS for "last-mile" delivery.) So, UPS just marked all of those packages they had no intention of delivering as "oops, we missed you, you must have been out".

Let's go back to Amazon's guarantee, which states that the refund "does not apply if delivery is attempted, but no one is available to accept the package". Amazon would be pretty angry with UPS if they cost them a bunch of money due to refunds and, more importantly, the loss of a bunch of customer goodwill...maybe Amazon would switch a larger portion of their formidable package output to another carrier, for instance. So UPS intentionally misclassifying those deliveries covers their ass with Amazon and covers Amazon's ass with regard to the refund.

Harry Potter and the Phantom Delivery [Kottke.org]
(AP Photo/Tina Fineberg)

Along with that, new delivery date on tracking page was listed as July 23rd, the Monday -after- my seminar. Alarmed, I dialed the 800 UPS line in hopes of expediting the shipping, or even upgrading it to overnight if possible. The first representative I reached was very unhelpful - I was told that 'UPS commits to deliver packages within set timeframe, but takes no responsibility for delays.' - I was told there's nothing he could do for me; an inquiry about his name or service number went ignored, and upon asking for call to be escalated, he hung up on me.

Not ready to give up yet, I called again, and my call was answered by "Steven". Steven seemed more than happy to help me - he said he'd upgrade the package to overnight shipping, quoted me the upgrade price, and took my payment information (since original shipping was paid by vendor, I didn't want to tack it onto their account). By this time it was quite late, so I went to bed, quite relieved.

The next morning, friday the 20th of june (today), I checked tracking again - to see apsolutely no updates on the tracking page. I promptly called UPS again and, after explaining to representative about delayed package, attempt to upgrade, giving someone my credit card info and receiving no confirmation e-mail or status change on tracking page, she immediately forwarded my call to the supervisor.

The supervisor, Ms. Melinda McGill, listened carefully to my sad tale without interrupting. She then proceeded to explain that CS reps have no ability to escalate or sell the upgrades to existing shipments in transit, expressed her worry that someone might've scammed me out of my credit card number*, and comitted to checking phone logs to see who I spoke to. Afterwards, she spend additional 15 min on the phone with me, establishing the whereabouts of the package and trying to figure out if she can get it into my hands before the seminar. At one point, she asked to call me back, as she must inquire with shipping manager at the location package was last seen. At this point, I expected she'd just use it as an excuse to get off the hook and I'd be back to square on.

However, I in fact received the follow-up call from miss McGill less than 30 min later, and she proceeded to ask some additional details about package, to help her locate it in the truck that was apparently sitting at the sorting facility in Kentucky. She also mentioned she noticed destination was a business address, and asked if I'd like to change the address in case they were to attempt saturday delivery - something I myself completely forgot about (office is closed on weekends). Again, she asked if she may call me back... I went back to waiting.

Eventually, I received one more call from her - roughly 30 minutes later. She informed me that she arranged for the package to be expedited and re-routed to my residential address, expressing at the same time her regrets over the messed up shipment and possible security threat to my credit card. Overall, she was exceedingly helpful, concerned, and very proactive about making a customer happy - something I really didn't expect based on my previous UPS interactions.

*And, for those of you worrying I had my credit card stolen because I was so naive, worry not. Since I shop online exceedingly frequently, I have made it my habit to use secondary, temporary, easy-to-terminate credit cards for all non-in-store transactions; thanks to that, I was able to immediately block that card and requested that WellsFargo work with FBI & UPS on tracking down the potential thief...

(Photo: jurvetson)

This year DHL won delivering first to 3 of the 5 locations, and second to the remaining 2. From Georgia Tech:

Admittedly, the race is an extreme test of the carriers' ability to deliver anywhere in the world, Bartholdi said. This year's packages were sent on April 13 to Yangon, Myanmar (formerly Burma); Tikrit, Iraq (one of the centers of Sunni insurgency); Floranopolis, Brazil (a small island); Harare, Zimbabwe and Apia, Samoa. Most packages arrived with a week or two, but one has yet to be delivered or returned.

DHL beat the competition this year, delivering first to three of the five locations and second to the remaining two. FedEx managed to deliver to three locations, and UPS delivered parcels to two. The remaining packages from FedEx and UPS went undelivered for a variety of reasons. In past races, the carriers traded wins in different locales.

Some snippets we enjoyed:

FedEx and UPS both claimed that they could not ship to Myanmar but could not explain why. DHL said that it could ship in to but not ship out of Myanmar.

The phone representative at UPS said that there was no country named Samoa. (In 1997 Western Samoa changed its name to Samoa, but it still exists as Western Samoa in the UPS database, as you can see by looking at www.ups.com under "Shipping: Calculate Time and Cost".)

We have no idea why our FedEx package is being held in Harare, as we prepaid everything. When our correspondent tried to pick up the package, it could not be found.

Prices of the shipments varied considerably; for example, one carrier charged $94.45 to Apia while another charged $169.10.

The Great Package Race 2007 [Georgia Tech]
Map of the Race to Tikrit
Global Package Race Puts Major Carriers to the Test [Georgia Tech]

No one knows. It's a regular small town mystery. From the Marietta Times:

Five days after the UPS Store in Frontier Shopping Center suddenly closed and locked its doors, without explanation, it's still a mystery.

"She just moved out, moved all her stuff out over the weekend, just gone," said Larry Thomas, owner of Frontier Barber Shop, a neighboring business. "I don't think people have got the message."

Monday Dale Goddard Sr., of Marietta, a longtime customer, didn't know the store was closed.

"I went out there because I do the church bulletin and newsletter and always make my copies there," Goddard said. "I just bought $90 worth of pre-paid cards for copies."

The mystery deepens!

"Some read the sign, then shake the door or kick it, like they want to get in," he said. "A van pulled up this morning and unloaded before he saw the sign. He had to pack all those boxes back up. He was not a happy camper."

Up and down the strip mall there are lots of rumors, but no reason given why the UPS Store here, Marietta's only one, closed last Wednesday.

"Everything that was there late Tuesday is apparently still in there," he said.

The gift has not been delivered in South Carolina.

"It's the first time we've ever used the store," he said. "I want my package. There's nothing I can do, short of busting down the door."

UPS store's closing a mystery [Marietta Times]
(Photo:Maulleigh)

* Return to Sender: Return the package to the shipper
* Deliver to Another Address: Reroute the package to a new address
* Reschedule Delivery: Hold the package for delivery on a future date
* Will Call: Hold the package for pickup by the consignee

Intercept! [UPS via Lifehacker]
(Photo: Maulleigh)

About a week after Christmas I receive a call from the manager of the UPS store informing me that my package was destroyed along with the "cider" inside (they decided it was no longer wine at some point). The manager (in very very broken English) requested me to come in bearing receipts for the products or advertisements for items close there to

UPS' reimbursement offer, inside...

Ryan's email, below.

About a week prior to Christmas I shipped a package to my soon to be father in law through a UPS "Store" (some franchised deal, formally a Mail Boxes etc.). It contained fine chocolate, wine, and a leather holder for the wine. In total the value of the package was roughly a hundred dollars + state sales tax for the items (%8.8). Then of course there was the $20 some in shipping fees. On the packing slip I wrote down what was in the box checked all the "fragile boxes" etc... etc... About a week after Christmas I receive a call from the manager of the UPS store informing me that my package was destroyed along with the "cider" inside (they decided it was no longer wine at some point). The manager (in very very broken English) requested me to come in bearing receipts for the products or advertisements for items close there to... I no longer have receipts so I print out some ads for the products. I got down to the store and turn them in to the manager and she tells me to expect a phone call in about two weeks on the "verdict" of whether I would be reimbursed on my destroyed items or not. I also explained that this was wine note cider. Then she decided to barrage me with "this store does not and will not ship wine" and sentiments similar there too. She also thought it important to tell me how much trouble the employee would get in for shipping wine (it seemed like some sort of guilt trip). I told her I don't care if they do or don't ship wine, they did ship wine and I expect reimbursement for it (they could have told me at the time but they didn't).

I did explain that I expect tax and shipping cost to be reimbursed as well, then she nodded her head in a glazed over I'm to busy to deal with anything more look.

So I just received a call (moments ago) from the manager that I will be reimbursed for everything except the wine... They are also not planning on reimbursing me for tax or shipping cost. All told after I get the check I'll still be out about $70. The only answer from the manager is if I would like anything else to be done I would have to speak with UPS customer service and not there branch...

Personally I'm ticked... oh and the topper, UPS (possibly the UPS store) decided to ship me back a re-packaged box of broken glass (no box of chocolates inside...) and reeking of wine.

Just in case anyone is curious, I don't recall the managers name but she's a snooty lady with a really thick accent.
UPS Store
4742 42nd Ave SW
Seattle, WA 98116
Phone(206) 933-8038
Fax (206) 933-8075

Apparently, we're not the only ones.

According to The Gowanus Lounge, our whole zipcode might be messed up:

We always get misdelivered mail. Always. One day last week we got no less than 23 (yes, that's twenty-three) letters addressed to other addresses — in a single mail delivery. We are on Dean, and the letters were to others on Dean St., Bond St., Hoyt St, and . . .Utica Avenue.

And UPS is messed up everywhere: Reader Jarrod writes:

Does anyone else have a problem with Fedex or UPS not knocking on the door? I'll often leave for work to find a door hanger stuck to the door. Even though I've been home and awake all morning. Sometimes they will drop off packages and not bother to knock to let me know it's there.

Boerum Hill Thankful Pottery Barn Uses UPS [Gowanus Lounge]

(Photo: cmorran123)

Don't try for a refund, though, a notice on the UPS site reads, "The UPS package delivery guarantee does not apply when transportation networks are disrupted. "

That's of little consolation for Brian, his missing packages, and his conspiracy theory about how UPS is using the storm to cover up for general holiday incompetence.

Brian continues:

— BEN POPKEN

Shipping Showdown [ABC News]

That's what reader Brian found out after a UPS package didn't arrive. He checked the tracking code to find "someone" requested it held for pickup.

Brian called UPS. They said that if a driver can't find the apartment, he will put a hold on the package and a postcard gets sent out. Brian found this odd as UPS delivered a package to him the day before (perhaps by a different, less lazy driver?)

Brian asked for a refund. UPS said they don't give refunds on packages delivered December 11-26 due to:

• weather
• "driver flex time"
• high volume

Ergo, because UPS is busy, it can't be held accountable for flubs.

If you've still got some packages to ship out, you might want to consider something other than UPS ground. — BEN POPKEN

Brian's letter, inside...