UPS Courier Service - trouble with shipment from Thailand to Vietnam

# 46 for May 22, 2002

Complaints.com received the following consumer message on May 21, 2002:

From: Ray Halliwell [Email User]

RE: UPS Courier Service - trouble with shipment from Thailand to Vietnam cc to Email User ======= Nine weeks ago four packages of hi-fi equipment were sent via UPS from Thailand to Vietnam. The items were used, i.e. personal effects. When these items arrived in Vietnam UPS informed to consignee that "it is prohibited to import used items into Vietnam". When the items were delivered to UPS Thailand the contents of the packages were declared as used items and all paperwork requested by UPS was supplied by the consignor. UPS failed to mention that these items could not be imported into Vietnam. Since that time the UPS office in Thailand have refused to take any responsibility for their failure in this matter. They are supposed to be an international shipper and should, therefore, be fully aware of customs

regulations in countries to which they ship.

Their only response to date has been to a) claim that the office to which the items were delivered is only an agent so has nothing to do with UPS, and b) demand $428 plus import duties for returning these goods to Thailand. In telephone conversations to the consignor UPS Thailand have suggested several times that the shipment be abandoned. A rather strange suggestion for a shipment of expensive equipment. They have, of course, been exceedingly careful that nothing has

been put into writing. I contacted UPS in the USA by email and was told that it was nothing to do with them. They then requested that I go to their web site and participate in a survey of UPS service! Two letters have been sent, by courier, to UPS corporate headquarters in Atlanta Georgia. These letters quite clearly set out the facts of this matter. However, there has been no response from UPS, not even to

acknowledge receipt of these letters. The situation now is that these items have been entrusted to UPS and have not been delivered or returned. Further UPS refuse to participate in any attempt to resolve the matter. It appears that they have total and utter contempt for their customers. R Halliwell