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UPS Refusing to Collect Parcels!!
jamie.a
Posts: 3 Newbie
So this is a bit of a strange & slightly complicated situation.
For years now (especially in the last half a year or so) I have been using UPS to send parcels directly to Amazon - booking through a third party (Parcel2Go.com). I work from home & am a member of their Vendor programme and provide products to them directly. Up until now UPS have been a great company - parcels have been collected & delivered on time, the local driver is very friendly and helpful and I've had no problems. However. Last week the problems began.
On Monday (13th) I decided to register for a UPS account on their website, thinking it would be a good idea to see if I could try and save some money on the constant parcel sending (although it is only around 6 a week). I opened an account without any issues, but found it a bit confusing. I was emailed a confirmation with a UPS account number which was obviously linked to my address.
The next day, I received an email from the Credit Control dept at UPS. It looked like I had accidently opened a credit account, and this is not what I wanted as I pay for everything up-front. So I sent an email back explaining my error and that I would like to close my account. I didn't receive a reply to that email but I found out later that my account had been closed.
For the rest of that week there was no problem, and by the end of the week I needed to send some parcels to Amazon again. I decided to stick to what I know and use Parcel2Go. I put in the shipment details & booked the shipment on Thursday night for collection Friday - no problems there. However...
Friday morning (fairly early) there were some phone calls that I missed. Around midday I noticed there was a message, from a lady from my local UPS depot, stating that she needed to discuss something about the parcel collection and she would try to ring back later (this number was withheld and she stated so). At this stage I simply thought that it was something about the driver being unable to make it, so I wasn't too worried. Then around 2pm she rang me again, I answered the call and was greeted in quite an abrupt and slightly rude manner. She was clearly unhappy that I had been unable to take the earlier calls - and declared that there was some kind of problem with my UPS account (I can't remember the exact words she used, but it could have been suspended). I explained I didn't have a UPS account and I had no idea what was going on, and I even asked "Do you have an account number?" which she said she did not! She then told me again that they wouldn't come and collect them and that I should contact the Finance dept. and hung up.
At the time I was so shocked by the phonecall that I didn't even think about the account I had opened & closed - as these parcels were certainly not being sent through an account I had opened (the account that was opened for 1 day was never used) - but through Parcel2Go instead. I contacted Parcel2Go immediately & to be fair they were very helpful and contacted their UPS Manager to be sure that there was no problem on their end. There was not a lot they could do so they rebooked the collection for Monday (20th). I also contacted UPS directly, but they have only one national number and there seemed to be no way to contact my depot and they assured me that there should be no problem booking a collection & collecting parcels from my address. Absolutely everyone I spoke to was at a loss to explain what was going on.
So here I am with these problems:
For years now (especially in the last half a year or so) I have been using UPS to send parcels directly to Amazon - booking through a third party (Parcel2Go.com). I work from home & am a member of their Vendor programme and provide products to them directly. Up until now UPS have been a great company - parcels have been collected & delivered on time, the local driver is very friendly and helpful and I've had no problems. However. Last week the problems began.
On Monday (13th) I decided to register for a UPS account on their website, thinking it would be a good idea to see if I could try and save some money on the constant parcel sending (although it is only around 6 a week). I opened an account without any issues, but found it a bit confusing. I was emailed a confirmation with a UPS account number which was obviously linked to my address.
The next day, I received an email from the Credit Control dept at UPS. It looked like I had accidently opened a credit account, and this is not what I wanted as I pay for everything up-front. So I sent an email back explaining my error and that I would like to close my account. I didn't receive a reply to that email but I found out later that my account had been closed.
For the rest of that week there was no problem, and by the end of the week I needed to send some parcels to Amazon again. I decided to stick to what I know and use Parcel2Go. I put in the shipment details & booked the shipment on Thursday night for collection Friday - no problems there. However...
Friday morning (fairly early) there were some phone calls that I missed. Around midday I noticed there was a message, from a lady from my local UPS depot, stating that she needed to discuss something about the parcel collection and she would try to ring back later (this number was withheld and she stated so). At this stage I simply thought that it was something about the driver being unable to make it, so I wasn't too worried. Then around 2pm she rang me again, I answered the call and was greeted in quite an abrupt and slightly rude manner. She was clearly unhappy that I had been unable to take the earlier calls - and declared that there was some kind of problem with my UPS account (I can't remember the exact words she used, but it could have been suspended). I explained I didn't have a UPS account and I had no idea what was going on, and I even asked "Do you have an account number?" which she said she did not! She then told me again that they wouldn't come and collect them and that I should contact the Finance dept. and hung up.
At the time I was so shocked by the phonecall that I didn't even think about the account I had opened & closed - as these parcels were certainly not being sent through an account I had opened (the account that was opened for 1 day was never used) - but through Parcel2Go instead. I contacted Parcel2Go immediately & to be fair they were very helpful and contacted their UPS Manager to be sure that there was no problem on their end. There was not a lot they could do so they rebooked the collection for Monday (20th). I also contacted UPS directly, but they have only one national number and there seemed to be no way to contact my depot and they assured me that there should be no problem booking a collection & collecting parcels from my address. Absolutely everyone I spoke to was at a loss to explain what was going on.
So here I am with these problems:
- Will my already late parcels be picked up on Monday?
- Will UPS ever collect from my address again?!
- Will that lady call again on Monday and again insist that they will not collect because of a supposed "suspended" account which was never used and isn't even related to the account used to book the delivery (Parcel2Go) ? And then what would I tell her?!
- Will Amazon send a chargeback due to the shipment being late and not arriving within their delivery window?
- Will I ever be able to get through to someone to fix this unbelievable mess out?
- If this continues will I be able to get some kind of compensation for the stress & possible financial loss this is causing me?
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Comments
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It appears you have no contract with UPS but with parcel2go so they are the ones who are contracting UPS.
UPS can refuse to collect your parcels of they want.
No you are not due compo for stress and money loss. You could rebook through another courier.0 -
Open a credit account and get a quote, all couriers work on credit and you pay by direct debit in arrears.
If you have any more trouble pick another courier, ups certainly aren't the cheapest. Try interlink, ukmail.
My tip is to say you're sending more than you are, assuming your quantities are increasing anyway..0 -
- Will my already late parcels be picked up on Monday?
- Will UPS ever collect from my address again?!
- Will that lady call again on Monday and again insist that they will not collect because of a supposed "suspended" account which was never used and isn't even related to the account used to book the delivery (Parcel2Go) ? And then what would I tell her?!
- Will Amazon send a chargeback due to the shipment being late and not arriving within their delivery window?
- Will I ever be able to get through to someone to fix this unbelievable mess out?
- If this continues will I be able to get some kind of compensation for the stress & possible financial loss this is causing me?
- No idea...
- No idea...
- No idea...
- No idea, ask amazon, we can't answer that for you.
- Call them, you have the number, but its unlikely you will get to speak to the depot directly again - trigger the request through CS in the first place.
- Anything you can quantify you can apply for, if you really think you have a case (you don't).
The likely problem is the opening of the account is on hold and therefore your address will be flagged as blocked which will stop UPS from picking up from you, whether you book direct or via a third party.
You need to open a complaint to UPS at UPS.0 -
Open a credit account and get a quote, all couriers work on credit and you pay by direct debit in arrears.
If you have any more trouble pick another courier, ups certainly aren't the cheapest. Try interlink, ukmail.
My tip is to say you're sending more than you are, assuming your quantities are increasing anyway..
Absolute rubbish.
Loads of couriers allow for credit card based accounts and one of credit card payment per shipment.0 -
Can you use the Amazon Partnered Carrier Programme (which is via UPS whenever we use it):
http://services.amazon.co.uk/services/fulfilment-by-amazon/partnered-carrier-programme.htmlIn the game of chess you can never let your adversary see your pieces0 -
Thanks for the replies, they're much appreciated.
Should have probably clarified a few things - I could certainly use a different courier for future deliveries so that's not too much of a problem. It would be a shame though to ditch UPS. Their prices are a little higher but I have also found their service better and had problems with some of the cheaper couriers. There is also the fact that the current parcels have already been paid for and would still need to be sent by UPS.
The way the Amazon vendor programme works is different to FBA (Fulfillment by Amazon) and unfortunately they do not have the discounted UPS rates used in the Amazon Partnered Carrier Programme. Only certain "preferred" couriers can be used to send Parcels/Cartons to all of their different warehouses throughout the country without special bookings & assigned timeslots. UPS was the obvious choice but I believe DHL and DPD are the two alternatives. Some warehouses will not accept Fedex/Parcelforce/UKmail deliveries which is a shame.
The other thing is I don't have a contract as such with Parcel2Go. I just use them like everyone else does - whenever needed to book a parcel delivery.
About compensation - I would agree that there isn't really a case yet, and certainly far worse things have happened to people. It's more of a big inconvenience than anything else. I guess I would still (hopefully) have the option of dropping these parcels off at their depot. Problem is - that's an 80 mile round trip! Hopefully it won't be necessary. I guess we'll have to see what happens tomorrow, fingers crossed.0 -
The other thing is I don't have a contract as such with Parcel2Go. I just use them like everyone else does - whenever needed to book a parcel delivery.
Then you have a contract with them, a separate contract each time you use their services. All interactions with businesses to buy goods or services involves a contract.
If there was no contract then they would not have any obligation to deliver your items.0 -
UPS Phoned again this morning. Thankfully they realised what had happened - checked a tracking number on a parcel to ensure that the parcel/collection charges were paid for and should be here to pick them up this afternoon. I did check to ensure that future collections would go ahead without any problems and was assured there wouldn't be a problem.
Moral of the story - Don't open an account unless you know what you're doing as closing your account could cause some misunderstanding/confusion that could be difficult to rectify.0
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