UPS Nightmare

nine_tails · 16 Aug 2016 at 11:49

Hi OCUK,

My GF & I are facing a nightmare situation with UPS. She ordered a pair of crutches from an American company (UK does not sell what she needs).

The package was attempted to be delivered once , they left a note they will retry, this did not happen and the package got abandoned and the only resolve suggested by UPS (USA and UK) was to ask sender to recover it. Which we did. After a couple of days we get a call from UPS (USA) saying , we need to pay customs to have the package cleared , which we complied to , they gave us a number to arrange delivery. Now that number is not being picked up, UPS UK and USA have no records of this call or transaction. The bank clearly shows the amount was charged by UPS UK, yet their billing department has no record.

We have been calling USA/UK ,explaining the same situation endlessly but they are not at all being helpful.

I find it really hard to believe , but we might have been scammed here. Has any one faced such a situation? Any advice ?

agnes · 16 Aug 2016 at 11:54

Don't think this is a scam, just sounds like a terrible series of events with UPS.

Have you tried contacting someone higher up, threatening with tabloid press?

I mean you could kind of twist the words around...

"UPS withheld disabled ladies walking aids, charged for their return, no evidence of abandoned item by UPS".

They are god awful. The moment something isn't delivered, it's just an absolute nightmare ever finding it again.

Was the sum to clear customs large?

nine_tails · 16 Aug 2016 at 12:02

agnes said:
Don't think this is a scam, just sounds like a terrible series of events with UPS.

Have you tried contacting someone higher up, threatening with tabloid press?

I mean you could kind of twist the words around...

"UPS withheld disabled ladies walking aids, charged for their return, no evidence of abandoned item by UPS".

They are god awful. The moment something isn't delivered, it's just an absolute nightmare ever finding it again.

Was the sum to clear customs large?

Is there a way i can find some one higher than the person at the other end of the phones or email? Cheers!

tom_e · 16 Aug 2016 at 12:04

I recently had a ridiculously complex delivery ordeal thanks to UPS. I live in England, but the only complaints info I could find online related to US deliveries, and even that was vague. I called them and finally managed to drag their UK Complaints Dept email address out of them.

The address is [email protected] and you should address your mail to the Concerns Department. According to the customer adviser who reluctantly gave me this info, they have a 24-hour call-back policy.

Taken from a site who's url I can't post as it has a censored word in.

tom_e · 16 Aug 2016 at 12:10

Edit: No longer relevant.

agnes · 16 Aug 2016 at 12:12

nine_tails said:
Is there a way i can find some one higher than the person at the other end of the phones or email? Cheers!

Easy, look up online:

http://www.ceoemail.com/index-search.php

George Willis.

https://www.linkedin.com/in/george-a-willis-0601b018

Bit extreme, but the point is they are not being helpful it seems, you're going around the bend following their procedures which are clearly lacking in the simple case of a none delivered item.

Simply state at this point in time, you're out of pocket, your disabled partner is without her walking aids which you specially shipped in from the US as it's not made here in the UK and UPS is the one failing point in this process and you want something done.

Simply ask you want a structured phone call with someone who is able to handle the case from start to finish in a timely fashion.

If you need to threaten tabloid (again, extreme), here:

The Sun Newspaper Office Phone Number : London – 020 7782 4100, 020 77824000
Glasgow – 0141 420 5200
Dublin – +353 (01) 479 2579

Daily Mail Newspaper Phone Number : 020 7938 6000 ,( 020 7938 6000 , 020 79375656) – Advertising , 0808 272 0808 ( Circulations ) , 020 7938 6000 ( Editorial )

Daily Mail Newspaper Official Email ID : [email protected] ( this email id can be used for subscription to the Daily Mail e-edition and all magazines , supplements and any special features published in news.

[email protected] ( for news and features )

[email protected] ( send letters to the editor )

[email protected] ( for any assistance or FAQ’s )

Destination · 16 Aug 2016 at 12:19

Where does your bank statement say the money went to?
Chargeback option?

Beans on toast Dave · 16 Aug 2016 at 12:29

iirc if its a mobility item there are no customs to pay

nine_tails · 16 Aug 2016 at 12:39

Thanks guys, I'll try the above. She spoke to the Bank , they suggested to wait a little before issuing a chargeback.