![]() ![]() He responded that this is simply the way that all shipping companies work. I asked the rep why UPS doesn’t have an internal system that looks for apparent goofs - like when a package’s status hasn’t been updated in several days - to proactively look into the package’s whereabouts. The UPS rep said that many of its customers actively monitor their shipments to make sure delivery dates are made and that appropriate refunds are given when those dates aren’t met. It wasn’t until after he contacted the retailer to alert them to the lack of status updates - and after the retailer then contacted UPS - that a tracer was initiated. The rep says Benjamin’s assertion is incorrect and that UPS does notify the customer (i.e., the party that pays) when it knows of a possible error.Īnd any of you who’ve received enough UPS shipments has seen that “Exception” status pop up in their tracking information.īut that didn’t happen in Benjamin’s case, as the site continued to say “Out for Delivery” without mention of a problem.Īnd even when he contacted the company, no apparent action was taken on UPS’ part. I contacted UPS and got involved in a lengthy discussion with a company rep about what UPS does or does not do in the case of a mixed-up delivery. “It is UPS policy to just pretend like nothing is wrong when it knowingly loses a package and hope the problem goes away unless they get called out on it,” writes Benjamin. Thus, UPS’ contract is with the retailer and not Benjamin. But after a few days of no deliveries, he contacted the shipping company to see what’s going on.īenjamin’s attempts to get UPS to look into the problem were somewhat fruitless, as - even though he’d paid the retailer a hefty shipping charge - it was the retailer who paid that money on to UPS. Trusting, perhaps naively in UPS’ own website to provide him with accurate information. Take for an example the story of Consumerist reader Benjamin, who spent several days in late May wondering why the UPS website kept saying his package was “Out for Delivery” but was not being delivered.Įvery day, the site kept updating the expected delivery date from May 22 to May 23, 24. Unfortunately, unless someone at “Brown” notices this error, it’s up to the person or business paying for that shipment to tell UPS about it. And no one is perfect, so at least a couple of those items are bound to fall off the radar for whatever reason. UPS ships around 16 million packages a day. ![]()
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