UPS / Return to sender

Leithia29

Hello, I'm looking for some advise regarding UPS. I've ordered a package from Germany, wasn't home to receive delivery, attempted to re-arrange only to find my parcel on the way back to sender 4hrs after the first (!) delivery attempt. UPS very sorry blahblahblah, we will offer the Shipper a credit note.

Contact the shipper, they have to process my return as a refund, they can't simply send the parcel back. Get refund, reorder. UPS again. Miss first delivery, sign the slip giving them permission to leave it, get home, 2nd missed delivery slip, first clearly still in the window with permission to leave it (have before and after pictures of this). Check tracking, package on way back to sender again after 2 delivery attempts and 5hrs between delivery and back on a plane to Germany.

UPSs info notices clearly state they will make 3 delivery attempts and keep the package for 5 days before returning to sender. Twice they have failed to do this. UPS are very apologetic but insist it's up to the shipper to intercept and send the goods back, it's not the shipper sending the goods thats the issue, it's UPS failing to follow their procedure and give me enough time to re-arrange delivery. Does anyone have any advise on how I take this forward? I just want them to follow their own policy so I can get my goods.

Thank you.

visidigi

When you say you left the note in the window, that was on the side where the courier could take the note right?

The slip is a signature replacement therefore they have to be able to take the slip to leave the package.

You have no contract with UPS in any case, but you could have signed up for UPS MyChoice which would give you the default behaviour and would redirect the shipment to a place where you could collect from.

bris

You can't expect the delivery driver to look for messages in your window no matter how easy it is to find. The other thing is it's not you they take instructions from it's the sender and if they want a signature the courier can't leave it anyway. They could leave it and you deny you received it then they have no case.


If you leave instructions through the retailer to set up leave it somewhere safe then it's official.

Leithia29

Hello, yes on the outside. It's an awing window so I used the frame to secure it at eye height. I tested to make sure the note could be taken.

With regards to MyChoice, do they actually follow those instructions when they can't follow their own company instructions? It doesn't help me now but I guess it's an option for the next time.

Leithia29

Hello Bris - this retailer doesn't have that option, I checked when I re-ordered.

When I say message, they have a box on their 'sorry we missed you' slip saying sign here if we have your permission to leave it not liable etc. It's their own paperwork.

unholyangel

Sorry but as others have pointed out, its the seller who has the contract with UPS so only them who can complain if UPS aren't delivering the service they promise.

Short of asking the retailer to use another courier, I can't see any way around it that wont likely result in the same thing happening.

As an aside, its a bad idea to give courier companies permission to leave parcels. If they deliver to the wrong address you'll have a hell of a time trying to prove they didn't deliver to your address and if they leave it outside and its stolen, they (nor the retailer) will have any liability for it.

theonlywayisup

Don't forget the seller is having to pay for these failed purchases. Two now that you've purchased and haven't been delivered...it isn't your fault but it isn't the fault of the seller. Could you suggest a UPS access point as the delivery address, that way it get delivered there and you turf up with ID and collect the parcel.

unholyangel

theonlywayisup wrote: »

Don't forget the seller is having to pay for these failed purchases. Two now that you've purchased and haven't been delivered...it isn't your fault but it isn't the fault of the seller. Could you suggest a UPS access point as the delivery address, that way it get delivered there and you turf up with ID and collect the parcel.

OP said in his first post that UPS credited the shipper. Admittedly didn't say what happened in the 2nd instance though (unless I missed it).

theonlywayisup

unholyangel wrote: »

OP said in his first post that UPS credited the shipper. Admittedly didn't say what happened in the 2nd instance though (unless I missed it).

I didn't read it like that....?

Leithia29 wrote: »

Hello, I'm looking for some advise regarding UPS. I've ordered a package from Germany, wasn't home to receive delivery, attempted to re-arrange only to find my parcel on the way back to sender 4hrs after the first (!) delivery attempt. UPS very sorry blahblahblah, we will offer the Shipper a credit note.

Having been a "shipper" I haven't had a customer arrange a credit for me that I've ever known. I do have an UPS contract and normally any requests for credit come from me, not the addressee.

unholyangel

theonlywayisup wrote: »

I didn't read it like that....?



Having been a "shipper" I haven't had a customer arrange a credit for me that I've ever known. I do have an UPS contract and normally any requests for credit come from me, not the addressee.

Okay so its possible the retailer had to do their own chasing in order to get the credits, or perhaps they were prevented from doing so due to the T&C's of the agreement they have with UPS. Either way, its entirely within their control and therefore entirely their responsibility.


If they choose not to seek redress or entered into a contract that didn't give them redress in the circumstances, that was entirely their choice. As was their choice to accept OP's reordering of the goods and use the same courier knowing the problems they had the first time.