UPS Service

To Whom it May Concern:

I am writing to express my disappointment and distress with the UPS customer service that continues to be provided.

On December 20th. 2007, A personal shipment originated from my business address in Pennsylvania going to Connecticut. The package was pre-paid and left for pick up. As scheduled, the package was received by the UPS driver and sent. The delivery guarantee was for End of business on December 21st. 2007.

The importance of the information provided in terms of the delivery guarantee was tantamount to me sending out the item.

Considering the holiday season and the need for the item to be sent out on time and delivered, was the reason why it was sent out UPS ground in the first place. I could have used FED EX, DHL or the US Postal service, but I was told by other users that your service is reliable and should I need to have something sent out and be sure it gets delivered, I should always use UPS.

My package never arrived at the location as promised. I received an email from the recipient stating that the tracking information showed the following:

Tracking Detail | Help

Tracking Number: 1Z 112 0T9 03 9844 103 9

Type: Package

Status: In Transit

Rescheduled Delivery: 12/24/2007

Shipped To: WEST HARTFORD, CT, US

Shipped/Billed On: 12/20/2007

Service: GROUND

Weight: 5.00 Lbs

Package Progress

Location Date Local Time Description

HORSHAM,

PA, US 12/21/2007 12:38 A.M. ORIGIN SCAN

12/21/2007 12:38 A.M. AN INCORRECT ROUTING AT A UPS FACILITY CAUSED THIS DELAY / THE PACKAGE WAS MISSORTED AT THE HUB. IT HAS BEEN REROUTED TO THE CORRECT DESTINATION SITE

US 12/20/2007 3:50 P.M. BILLING INFORMATION RECEIVED

Tracking results provided by UPS: 12/23/2007 12:49 A.M. ET

ackage Progress

Location Date Local Time Description

HORSHAM,

PA, US 12/21/2007 12:38 A.M. ORIGIN SCAN

12/21/2007 12:38 A.M. AN INCORRECT ROUTING AT A UPS FACILITY CAUSED THIS DELAY / THE PACKAGE WAS MISSORTED AT THE HUB. IT HAS BEEN REROUTED TO THE CORRECT DESTINATION SITE

US 12/20/2007 3:50 P.M. BILLING INFORMATION RECEIVED

Tracking results provided by UPS: 12/23/2007 12:49 A.M. ET

As a result of receiving the aforementioned information; I called into UPS at 4:04am to request a return to sender. I spoke with a gentleman who informed me that I would have to pay for the UPS error, and be charged $10 to have the item sent back to me. Considering the delicateness of the matter, I was very upset and informed the agent that I will not be paying, I would like to have UPS absolve the cost and asked to be transferred to a supervisor.

After being placed on hold for about 3 minutes; a supervisor came on the line to state that he would gladly be able to assist me in having the package intercepted and sent back to me. He stated that the agent was unable to complete that request. He asked me to repeat my name and contact information and which address I would like the item to be returned to. He explained that should I have any problems, I can explain that it was coded as a UPS error and there would be no charge to me to have the package sent back.

He also stated that the intercept will take place once the package arrives at Connecticut and be re-routed back to me in Pennsylvania.

Today is December 28th. I have not received my item. Upon contacting UPS customer service, I was informed that my package was delivered to the Connecticut address.

To give more information: A December 21st. delivery time was key in all of this because the recipients were awaiting the delivery of the package then to fly overseas. Unfortunately, because of the gross disregard for my time and UPS's inability to notify of the delivery change, the package missed the recipients, not by one day, but by almost 3 days. On top of that, the package is now sitting at their porch, a now vacant location.

I called into UPS today to explain that I am having a problem. There is no record of a almost 15 minute conversation that I had with the supervisor on Saturday morning. There is no record of me requesting the item to be returned to me.

The agent, of course, stated what I should have done, and also stated that the policy states that there are no guarantees on shipments between December 11th. Through to December 24th. As if I hadn't heard her the first time, she continued to repeat 'policy' to me when I explained to her that I was upset and would like to be refunded for the cost of shipment and the product lost.

I asked to speak to a supervisor and the agent placed me on hold for a total of 20 minutes, then transferred me to a Spanish speaking prompt. I do not speak Spanish. I got a Spanish speaking rep, to whom I explained the situation. She transferred me to someone else. In this case I took her name, Daniela Meyers. She had a much better demeanor and proceeded to find out more information and empathized with me. Much better than the previous representatives, might I add.

She however, placed me on hold, and then disconnected the call.

She returned my call and left a voicemail stating that my self initiated lost package request was received online and they will be checking on that, but it should take up to 10 business days to be completed and a woman named Jackie from the Connecticut location would assist me at some point.

All of this is just ridiculous. I have been inconvenienced and I am very upset about this. I would like my package and I would like to be refunded and receive compensation for my loss EVEN IF my package is found. I displeased and I will be following up on this for as long as it would take for me to get some kind of satisfaction in this matter.

I have spent an hour with three calls backs to UPS to be dropped, disconnected etc.

I understand that there are rules, regulations and policies in place and not everyone can be helped. But I do not think that this matter would have been escalated if everyone did their jobs the way they should.