UPS never gave me an estimated delivery date, now they are demanding £70

vertex

Hi,

Long story short:

I bought an item from Spain beginning of December. A week later I got an email from UPS saying that my parcel was on its way and they would give me a Delivery Time in due course.

2 weeks went past and I heard nothing. The shipper has since said that the package has been returned because I wasnt in to accept the package! UPS never email/txted/phoned me of a delivery date/time. Ive emailed UPS and they say they made 3 attempts to deliver. Ive told them I was never given a delivery time, or was notified after each attempt (not even a card on the doorstep or anything!). UPS 'Support' have put me through to the local UPS depot. I went through the whole story to him, and he just said that they subcontract it to another delivery company. I asked him why UPS dont give a delivery date, or notify when an attempted delivery was made, and he said "That how UPS work". I asked for proof of attempted delivery (perhaps they genuinely did attempt delivery, but to the wrong address) and he said he cant do that.

So now - through no fault of my own - Im out of pocket by £70. I completely dont think Im being unreasonable to expect a delivery company to give me a delivery date. And if thats too much to ask, then a notification that they have attempted delivery. 

What/who else can I try to get my refund?

Thanks

Phantom151

Have a look at the tracking information on the first email. Should start with 1Z.... That should give you an idea if they have tried to deliver or not.

Manxman_in_exile

What do you mean when you say in the post title that "they are demanding £70", and then you say "I'm out of pocket by £70"?

Have you already paid £70 and they want more?  Are you talking about the purchase price you paid the seller in Spain or are you talking about customs duties UPS are trying to charge you?

Your post isn't very clear...

vertex

Phantom151 said:

Have a look at the tracking information on the first email. Should start with 1Z.... That should give you an idea if they have tried to deliver or not.

Yes, I can see the 3 dates of the attempted delivery... Now. But At that point I had no knowledge they were trying to deliver. Had I got a card left on the doorstep, or txt/email/call telling me an attempted delivery had been made then I would have known. Ideally they would have given me a delivery date which would have negated all of this.

vertex

Manxman_in_exile said:

What do you mean when you say in the post title that "they are demanding £70", and then you say "I'm out of pocket by £70"?

Have you already paid £70 and they want more?  Are you talking about the purchase price you paid the seller in Spain or are you talking about customs duties UPS are trying to charge you?

Your post isn't very clear...

UPS sent me a £70 invoice. They have said that if I dont pay it, the shipper will have to pay it. The shipper have said they will refund me my money - minus the £70. So yes, eitherway I will be out of pocket by £70.

Jenni_D

Does the £70 include import duty and VAT (plus the UPS admin fee)? If yes then the import duty and VAT should be recoverable from HMRC if the goods have gone back to the seller.

What exactly does the invoice cover?

Manxman_in_exile

vertex said:

Manxman_in_exile said:

What do you mean when you say in the post title that "they are demanding £70", and then you say "I'm out of pocket by £70"?

Have you already paid £70 and they want more?  Are you talking about the purchase price you paid the seller in Spain or are you talking about customs duties UPS are trying to charge you?

Your post isn't very clear...

UPS sent me a £70 invoice. They have said that if I dont pay it, the shipper will have to pay it. The shipper have said they will refund me my money - minus the £70. So yes, eitherway I will be out of pocket by £70.

I also asked you what the £70 charge was for.  You still haven't explained why they want £70 from you.

As Jenni_D says, if (that's IF) it's for import duty/VAT, then you might be able to reclaim it from HMRC.  But my understanding is that in order to do so you have to go through the appropriate hoops HMRC put in your path.  So in order to assist others to give you helpful advice, what is the £70 charge for?  Presumably it is for duty/VAT but it would be helpful if you actually confirmed that...

vertex

Ah ok. The invoice is itemised thus:

Disbursement Fee: £11.50
Duty Amount: £23.30
VAT: £35.52
TOTAL: £70.32

Sandtree

vertex said:

So now - through no fault of my own - Im out of pocket by £70. I completely dont think Im being unreasonable to expect a delivery company to give me a delivery date. And if thats too much to ask, then a notification that they have attempted delivery. 

Ordinarily, yes... most couriers operate on a best endevours basis and not a guaranteed date of delivery. If you want that you have to pay substantially more and with Covid etc you may struggle to find one offering the service even if you are willing to pay these days. The only countenance to that is the fact you say the original message stated you would be give a date.

The same somewhat goes with calling cards... most have abolished them in the name of infection control and given you had the tracking code it was really down to you to see what was going on with the parcel. I know I check all parcels I am expecting at least every other day because of 2 years now of them being left with neighbours etc without cards being put through the door etc.

As you've finally said, the fees are for importation, you can attempt to recover the duty and VAT from HMRC by providing evidence the items were exported again and so its just £11.50 out of pocket for leaving it days between checking what the couriers are doing with your parcel.