UPS Overnight Guarantee

UPS Overnight Guarantee

Hi, I have learned that UPS's overnight guarantee is not really a guarantee. It apparently only applies if they are in fact able to make the delivery overnight. If they are not able to make the delivery overnight, the guarantee does not apply. I know it sounds like I am talking in circles, but it's because I am! That is exactly how it works. On 12/23 I shipped a package UPS overnight from Jacksonville, FL to Tucson, AZ and it arrived on 12/27. I was told that my package did not arrive on time by an act of God, namely the weather, and therefore they did not have to honor their guarantee. I have a problem with that for several reasons. 1) I did not ask for a full refund. I realize that UPS did in fact deliver the package. But since they did not deliver it overnight, I wanted the difference between the service that I received and the service I paid for refunded. 2) NOBODY told me that there were any contingencies on that guarantee. I have yet to see one in advertising, in what I have been told by representatives, or what I could find on the UPS website. So it is mighty fine print indeed, if you can even find it! To me, that is false advertising. If ANYONE had told me there was a chance my package would not arrive the next day but I would still be expected to pay for overnight delivery, I would not have done so. 3) I really minded the royal runaround I got. I shipped from a UPS Store and they said they cannot authorize refunds, that you have to deal directly with UPS. But when I called UPS I got stonewalled and they sent me back to the UPS Store. I persisted by email and their response is provided below. 4) This really is beside the point, but as I said, I shipped from Jacksonville, FL to Tucson, AZ. Neither city had a blizzard that I am aware of! Could it be that they were just overloaded with too many packages?? No, I guess not, because then that would have been their fault. I really do understand that things can happen to prevent UPS from delivering on time. I just think they should honor their guarantee in those cases and refund the difference. Sincerely, Never Again with UPS &#160 Click this link to e-mail the above consumer: Email User Consumer

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I placed a phone order on Tuesday 12/23/08 for an item that I wanted to have in time for Christmas morning. At the time of purchase, the retailer verified that the product could be shipped via UPS Next Day Air Saver for delivery on 12/24/08. I was also informed the delivery charge would be substantial, possibly approaching $100.00. Since having it in time for Christmas was so important to me, I agreed by phone to pay the high price (which, coincidently, turned out to be $99.50!). Never was I advised that UPS would withhold the full shipping fee regardless of whether they delivered on their guarantee.

As it turned out, the package was not delivered until the day after Christmas. UPS claims that their failure to deliver was due to emergency conditions beyond their control, therefore they have no responsibility, despite that:

1. According to the UPS tracking report, the package was scanned in at the local UPS facility at 10:29 am on the 24th, so the failure to deliver was not due to flight cancellations.

2. Local driving conditions on the 24th were typical of winter in Michigan. I, along with many others, worked that day and commuted to and from work without difficulty.

The shipper did their part in getting the item shipped on 12/23/08 as promised and flights operated as usual. It's my opinion that UPS used the weather excuse to cover the truth; that they were simply overloaded with deliveries. I cannot accept being charged the exorbitant shipping price of $99.50 when UPS failed to live up to their promise, regardless of their reasons. I never agreed to this. This is FALSE ADVERTISING by UPS and they need to be held accountable. What kind of guarantee is this???

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I am dealing with the same thing. We paid $92 for overnight delivery, but were also not told that there is no guarantee around Christmas. So, who is going to take these guys to court?! They should be made an example of.