UPS DOES NOT PROVIDE REFUNDS ON EXPEDITED SERVICE DELAYS

[emteeclosets]

We have been using UPS because of a recommendation by the place where we drop off all of our UPS and Federal Express packages.  They have told us they have great customer service and on-time delivery.  We have been giving them a majority of our UPS packages (even if it costs a bit more) UNTIL today!

We had a package that needed to be at a customer by the weekend.  We purposely purchased UPS Air (2 day expedited service) to ensure it got there by Saturday.   It was picked up by UPS on 8/3 and it didn't get delivered until 8/10.  We have a pretty upset customer.  We picked up the "extra" shipping costs to ensure it got there by 8/6.  Which is plenty of time for a 2 day delivery.   Because of the delay, we now have to "refund" the customer the delivery costs.  

I called UPS to discuss a refund.  They admitted their error.  Here are their words:  "Upon checking here I am afraid to tell you that your parcel encountered a delay due to it was sorted incorrectly to a wrong facility. We do apologized for the delay as we know that you waited for the package. "   This is through their chat feature.   I was then told "Unfortunately, chat is not a valid channel to request a refund. Instead, please use either the UPS Billing Center at www.ups.com/billing center or call 1-800-811-1648 to use the automated refund request process. "

I then proceeded to call the 800 number where I bounced around their system for awhile until I found someone who would actually speak to me.  Their policy states that they do NOT, let me repeat, NOT REFUND for 2nd Day Expedited Delivery Errors/Delays.  So my question, why even state that it will be there in 2 days.  Why not say, it MIGHT be there in 2 days but we cannot guarantee it!  

So SELLERS BEWARE!!!  Pick FEDEX, Pick USPS.  Do not pick UPS!  We will be changing our shipper of choice today and going forward!!

[Anonymous]

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@emteeclosets wrote:

We have been using UPS because of a recommendation by the place where we drop off all of our UPS and Federal Express packages.  They have told us they have great customer service and on-time delivery.  We have been giving them a majority of our UPS packages (even if it costs a bit more) UNTIL today!

We had a package that needed to be at a customer by the weekend.  We purposely purchased UPS Air (2 day expedited service) to ensure it got there by Saturday.  

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Saturday delivery isn't guaranteed unless you selected it. It is a separate service.

"UPS can deliver on Saturday if you choose it as a delivery option. Even if you use services like UPS Next Day Air®, you must select Saturday Delivery. Otherwise, the parcel will be delivered on the next business day. "

[luckythewinner]

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@emteeclosets wrote:

Their policy states that they do NOT, let me repeat, NOT REFUND for 2nd Day Expedited Delivery Errors/Delays. 

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This policy says they do, if you meet the criteria listed.

https://www.ups.com/assets/resources/media/en_US/terms_service_air_pr.pdf

[toysaver]

"We have been using UPS because of a recommendation by the place where we drop off all of our UPS and Federal Express packages." 

They make money when you drop off packages.  Did you honestly think they would say no use the PO they get it there cheaper and quicker.

[dbfolks166mt]

Saturday delivery isn't guaranteed unless you selected it. It is a separate service.

"UPS can deliver on Saturday if you choose it as a delivery option. Even if you use services like UPS Next Day Air®, you must select Saturday Delivery. Otherwise, the parcel will be delivered on the next business day. "

     Unless my math or calendar is wrong if it was picked up on Wednesday 3 August with 2 day delivery it should have arrived by Friday 5 August.  Even if it had been delivered the next business day that would have been Monday 8 August not Wednesday 10 August. 

[dentalsales4u]

If you shipped 2nd day on Wednesday, August 3rd, it should have been delivered on Friday, August 5th.

I quit using UPS years ago due to so many damaged packages, plus they are more expensive.

I use FedEx only now and rarely have problems and they deliver quicker than UPS usually does.

The only thing I ran into with FedEx was a 2nd day air delivery to Alaska.

It took a week. When I contacted for a refund, I was denied since it was past 15 days of the delivery date.

So, if a customer doesn't call to complain about not receiving on time, if it's past 15 days from the date of delivery, you're SOL.

[Anonymous]

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@dbfolks166mt wrote:

Saturday delivery isn't guaranteed unless you selected it. It is a separate service.

"UPS can deliver on Saturday if you choose it as a delivery option. Even if you use services like UPS Next Day Air®, you must select Saturday Delivery. Otherwise, the parcel will be delivered on the next business day. "

     Unless my math or calendar is wrong if it was picked up on Wednesday 3 August with 2 day delivery it should have arrived by Friday 5 August.  Even if it had been delivered the next business day that would have been Monday 8 August not Wednesday 10 August. 

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@dbfolks166mt 

My point wasn't about the actual delivery date. It was just a statement about the expectation based on the information that was provided.

On eBay there is no way that Saturday delivery can be an option since it isn't even offered on the site as an upgrade or otherwise and the OP did not mention that they had selected guaranteed Sat delivery but wanted it there on Sat.

Which is why I purposely omitted the 8/3 to 8/10 statement in my quote. My apologies if this wasn't clear.

[dbfolks166mt]

My point wasn't about the actual delivery date. It was just a statement about the expectation based on the information that was provided.

On eBay there is no way that Saturday delivery can be an option since it isn't even offered on the site as an upgrade or otherwise and the OP did not mention that they had selected guaranteed Sat delivery but wanted it there on Sat.

Which is why I purposely omitted the 8/3 to 8/10 statement in my quote. My apologies if this wasn't clear.

No need to apologize as much my fault for not understanding. What I couldn't figure out was why the Saturday delivery would have ever come into play. 

[the_fancy_fox · Accepted solution]

I quit using UPS when they ran over one of my packages, Seriously, they delivered it back to me with tire tracks across the top of the smashed package. 

i put in for a refund and was told it was denied because I didn’t package well enough.

[emteeclosets]

Thanks for the respond.   I appreciate the feedback.  This is helpful.

Our issue is that UPS that they actually admitted they made a mistake.   Even though they admit that they made a mistake, they still denied providing us a refund.   So to sum it up, we paid for expedited service and they admit to not providing us with this service level, AND they still denied us a refund.  What is the sense of paying for expedited service if they are not going to guarantee it!

[emteeclosets]

Thank you so much for this feedback.

We have had good success with FedEx.  We had two packages that arrived at the customer broken.  We asked the buyer to take photos.  We put in for a refund with FedEx with these photos and so far it has been great.  Both packages were refunded for their full value!!  

We only started using UPS per a recommendation from the company that we drop off the packages.  We are now going to pay a little more and go back to using FedEx.

[emteeclosets]

I was giving them an extra day ... but you are right!  It should have arrived Friday.  

It took 7 business days and they still refused a refund.  Even though they admitted to error.

[emteeclosets]

Thanks for the feedback.  In this instance we needed to guarantee a 2 day delivery.   

We have a great relationship with the place we drop things off.  And yes, we know they make $$ for every package we drop off.   They are a really good business and have a really good relationship with them.   But I do understand your point and they may have been biased about using UPS over FedEx.

[emteeclosets]

THANK YOU!!  This is helpful!  I am going to be contacting UPS again!!

[overhaulvintageclothing]

I just had an issue with my Saturday delivery after choosing “next day air” from UPS. Your repeating what a UPS employee said to me, the problem is there is no option to choose Saturday delivery or at least there wasn’t when I purchased a almost $40 label on Friday for a package that was supposed to be delivered on Saturday, and I made sure to click “extra options” because I was thinking of adding “signature upon delivery”. 

 Since my three hours on the phone with eBay and UPS this morning and dealing with a disappointing customer, I spent hours searching for any definitive in terms of service for eBay UPS labels, what I did find is this, “UPS has built a customer reputation based on reliability, trust and choice. With Saturday delivery, customers can receive their orders up to two days faster than before, and at no extra cost. UPS also offers day-definite delivery for even more control.” this is straight from eBay‘s website. i’m curious, where did you get your information because if it’s from the UPS website that doesn’t apply for eBay since they have a commercial Account with UPS one that ostensibly delivers on Saturday. The rules for purchasing labels from UPS directly verses from eBay are different, the problem is that eBay’s terrible customer service associates read off the script because they have no idea what they’re talking about half the time. The other problem is that both UPS and eBay will use you like a tennis ball between themselves: eBay says that UPS is responsible for not delivering on time so you need to contact them for a refund, based on their delivery guarantee, and UPS will say, you need to contact eBay since they’re the ones that technically purchased the label even though you’re the one paying. To make matters worse they won’t even allow you to intercept The package so that you don’t end up being charged a ridiculous fee for a service that you’re not actually getting; according to UPS eBay is the only entity that can intercept your package. 

apologies for the long when did Ness, but it’s been a frustrating day to say the least. I really am curious as to where you got your information about Saturday delivery; is it from the UPS site or is it from eBay because if it’s from eBay I would like to see this information. 

thank you in advance