Tags:

UPS delivered to a wrong address
December 1, 2011 3:20 AM   Subscribe

UPS delivered to a wrong address, what can I do now?

I ordered stuff worth $200 from Macys on Thanksgiving and on 29th Nov. UPS claims that they delivered the boxes in front of my door at 9.30pm. I was at home at that time and checked the door before going to bed, there was no package. I checked throughout our development if they delivered to someone else in the development (as it has happened before) but no boxes were found. I tried to reach UPS but there are all robots sitting there. Reaching a human being is a tough task. I managed to reach a person after 3 hours of trying and it turns out that UPS employs only monkeys (I was transferred through4 different departments). I contacted Macys and there is no response from them yet.

What can I do in this situation?

Thanks in advance.
posted by zaxour to Shopping (18 answers total) 2 users marked this as a favorite
 
Keep trying with their customer service -- tell them it never arrived, and they should resend it at no charge to you. My mom worked for QVC customer service for years, and these places have a "customer is always right" mandate. Packages sometimes don't arrive. Sometimes people are telling the truth; sometimes they aren't. What they would do at her job was resend the package at no charge to the customer, and make a note on the customer's file. They could tell who was trying to cheat them by the number of notes -- at a certain point, they wouldn't sell to that person any longer.

But you should have a relatively easy time once you manage to get through to a real-live Macy's customer service rep. If you're having trouble getting through, don't waste your time -- contact them through e-mail or something where you don't have to spend time on hold.
posted by DoubleLune at 3:34 AM on December 1, 2011 [5 favorites]


Ask for proof of delivery. If they can't give it, or it wasn't you, Macy's will resend it.

You have a contract with Macy's.
Macy's have a contract with UPS.

Don't be the go-between!
posted by devnull at 3:35 AM on December 1, 2011 [7 favorites]


Make your beef with Macy's first. I had this exact same thing happen to me with Macy's packages (a week before my wedding, so I sure hope whomever got my specifically addressed packages and didn't return them enjoyed the cake stands) and I immediately called Macy's. They immediately offered a refund or to ship out more cake stands, and then they dealt with UPS themselves. I took the refund in full, and I'm sure they will offer the same courtesy to you.
posted by zoomorphic at 4:25 AM on December 1, 2011


Also, make sure you call Macy's during business hours. I'm actually really surprised that, unless you called them at midnight last night, you couldn't get through to someone. I got through immediately, was put in contact with a customer service agent, and she basically did some computer stuff on her end to reimburse my credit card.

In situations like this when packages come from huge businesses like Macy's or Amazon, it's almost always best to deal with customer service from the business *before* you try UPS, which will make you jump through hoops to even speak to a human being. Businesses want to keep your business.
posted by zoomorphic at 4:29 AM on December 1, 2011


You are Macy's customer, not UPS's customer. UPS therefore does not give two shits about keeping your business. Stick to pounding on Macy's.
posted by flabdablet at 4:48 AM on December 1, 2011 [1 favorite]


Yeah, screw UPS. Deal with Macys'. UPS is the middleman.

(After all, maybe that's how you find out that Macys' was the one that wrote "oh, wait, you're at 1253 Jackson Lane, not 1235 Jackson Lane? Oh, wow, that was our mistake, we'll fix that.")
posted by EmpressCallipygos at 5:35 AM on December 1, 2011


It's worth briefly talking to your LOCAL UPS office (which, if you e-mail UPS through their contact form, they should have local customer service contact you by phone ... their e-mail seems a lot faster than their phone tree) and saying the package didn't arrive. Sometimes the local manager talking to the local driver can figure out, "Oh, we dropped that at 3328 instead of 3238," as happened to me not long ago, and they recovered it.

But really, Macy's is who to deal with, as everyone tells you above. Most companies that do a lot of "by mail" sales will re-ship if you claim you did not receive the package. (Sometimes they'll ask you if you'd like it sent to a different address, or they'll make it a signature delivery, either to make sure it gets there or because they're worried it might be stolen.)

If Macy's gives you guff, you can reverse the charges on your credit card (you did use a credit card, right?) for "merchandise never received." It's very little hassle. (And part of why Macy's will probably just resend you the merchandise -- they want to keep you as a customer, and you can reverse the charges anyway.)
posted by Eyebrows McGee at 6:06 AM on December 1, 2011 [1 favorite]


Did you fill out this form with Macy's https://customerservice.macys.com/app/help/not_received

I've had this happen with a couple other companys (though not macys) and they've always just resent the package. I think they usually check with UPS first so it sometimes takes a few days.
posted by interplanetjanet at 6:16 AM on December 1, 2011


Thanks folks,

I did fill up the form that interplanetjanet linked to and I also talked to them few minutes ago. I asked them to ship the package to local Macy's store. I think it should work out well (hopefully) Macy's didn't give me any trouble. If I get this shipment without hassle, Macy's has bought my business for sure.

What really drives me nuts is what DoubleLune mentioned. Its right that every merchant will make such note but this note is made on MY account because of UPS's fault. So next time if it happens because of UPS again, the merchant won't do business with me, just because the delivery system is messed up. I don't live in the cave either that its difficult to find. Amazon has always delivered correctly, its ONLY UPS that messes it up, this is the second time.

Since I don't trust UPS folks anymore, I asked another merchant to inform UPS to hold the package for me at the local UPS warehouse so that I can pick it myself and save this hassle.

Thanks again folks. Really appreciate quick helpful responses.
posted by zaxour at 6:49 AM on December 1, 2011


Its right that every merchant will make such note but this note is made on MY account because of UPS's fault. So next time if it happens because of UPS again, the merchant won't do business with me, just because the delivery system is messed up.

Wait, I'm confused -- what is making you think that Macy's would refuse to do business with you because of this?
posted by EmpressCallipygos at 7:00 AM on December 1, 2011


Amazon has always delivered correctly, its ONLY UPS that messes it up

This confuses me. I order from Amazon on what seems like a daily basis, and almost every one of those packages is shipped via UPS [Prime shipping, so I don't pick a carrier; maybe you do?]. How can Amazon deliver correctly while UPS messes up?
posted by chazlarson at 7:11 AM on December 1, 2011 [1 favorite]


Sometimes people are telling the truth; sometimes they aren't. What they would do at her job was resend the package at no charge to the customer, and make a note on the customer's file. They could tell who was trying to cheat them by the number of notes -- at a certain point, they wouldn't sell to that person any longer.

In my experience it's much more likely that either the end customer or the merchant will submit a claim to the shipping company (UPS in this case) and the shipping company is the one that takes the loss and adds the end customer to their blacklist. Rather than refusing to deliver to that customer at all, they will just never leave a package without a signature so that if the customer isn't home then the packages will be held at their distribution center. Normally this happens after the first claim, and the name is taken off the blacklist after a year or so.
posted by burnmp3s at 7:18 AM on December 1, 2011 [1 favorite]


Ah, now I understand from what burnmp3s quoted why you were concerned. However, I don't think there's any need --

What they would do at her job was resend the package at no charge to the customer, and make a note on the customer's file. They could tell who was trying to cheat them by the number of notes -- at a certain point, they wouldn't sell to that person any longer.

I think that "certain point" is if they see that nine out of ten packages they've shipped you have gone missing or something. One won't be cause for concern, I don't think.
posted by EmpressCallipygos at 7:28 AM on December 1, 2011


"So next time if it happens because of UPS again, the merchant won't do business with me, just because the delivery system is messed up. I don't live in the cave either that its difficult to find. Amazon has always delivered correctly, its ONLY UPS that messes it up, this is the second time."

No, it would have to happen a whole bunch of times. (And amazon does deliver through UPS!) And sometimes the merchant will dispute with UPS if they keep losing it. You're honest, just report it and don't worry about. I've had a handful of problems with amazon packages going missing over the years, and amazon's never given me trouble, and I've reported several times. It really has to be a PATTERN for a merchant to have a problem with YOU. Packages do get lost and misdelivered and stolen, and merchants who ship a lot understand that and have procedures for it -- and reporting it helps the merchant find patterns with the delivery companies, and the merchants can lean on them to clean up their act, or change companies, or whatever.

While I understand that this is frustrating, twice is not that often, and it's hard to avoid doing business with UPS. Consider calling up your LOCAL UPS facility, talking to the manager of the facility, and saying, "Sometimes I'm having trouble with UPS deliveries getting to my house. I don't know if I'm not in the system properly, or if some of your drivers don't know my area, or what, but I'd like to see if we can get that rectified so I don't have to waste your time or mine chasing lost packages and I can be confident my packages will arrive as scheduled."

UPS has just brought on its holiday drivers and begun delivering extended holiday hours (at least in my area), so you do have some less-experienced drivers on unfamiliar routes delivering unusually large numbers of packages. One of mine just got delayed a day yesterday because the new holiday driver didn't finish the route yesterday. (He's a nice kid, but he's had a little trouble getting up to speed, sometimes comes running back from the truck because he forgot to get me to sign for the package or whatever.) So I think you're more likely to see mistakes at this time of year.
posted by Eyebrows McGee at 8:09 AM on December 1, 2011 [1 favorite]


Oh, I really didn't mean to get you alarmed about this! When I said they noted it and would eventually stop doing business with you... AFAIK, you really have to be a repeat offender who does this lots AND they're losing money on you. Normally someone doing this for-profit would be "not receiving" more expensive things, like jewelry. Most companies are going to have to be pretty damn sure you're committing fraud before they're willing to drop you as a customer. Some cake stands... Sorry, I don't think they're gonna care so much about that one.
posted by DoubleLune at 9:37 AM on December 1, 2011


How can Amazon deliver correctly while UPS messes up?

Amazon prime uses several different shippers. I've had UPS, Fedex and OnTrac. It could be that zaxour's Amazon order usually get delivered with a different carrier.
posted by oneear at 9:39 AM on December 1, 2011


Many of you have mentioned that Amazon delivers through UPS but I have got lot of my stuff through FedEx. If its UPS that Amazon is delivering in my area through then Macy's and Amazon orders were shipped together all 3 Amazon boxes arrived without any hassles and all 3 boxes from Macy's disappeared !!! This can only happen if there is more than one delivery personnel in my area (which IS possible due to holiday season).

The frustrating part of this is, Macy's got me a new order but only for those items which were in stock. Now I don't have 2 of the original items I originally ordered (and I got a decent deal on)

@ Eyebrows McGee,
I admit, twice is not that common but what if both the times your orders were $200+ After this problem, I have totally spent 5 hours on the phone. 5 hours of my productivity is lost (i.e. $50 x 5 = $250, avg pay for my work multiplied by the number of hours I spent) In other words, I paid ~$250 for a mistake made by the UPS guy, was it worth it? NO. Am I happy? NOT at all. People do make mistakes, I admit but if I am the one who is going to end up paying for that mistake. Sorry I am not going to buy this excuse. I want them to work without any mistakes (because my mistake can cost someone their life) I will be more than happy if they deliver one or two days later than to deliver to a wrong address and making me go through this trouble.

Thanks for your input though. I have already asked another merchant to hold shipment at the warehouse and I AM going to talk to the manager there. Overall, UPS customer service is worse but I am with you, its hard NOT to do business with UPS. I am more happy with USPS, they are absolutely brilliant.
posted by zaxour at 3:15 PM on December 1, 2011


UPS was having some issues with label printing around that time. I wouldn't be surprised if your package appears.
posted by WeekendJen at 4:51 AM on December 2, 2011


« Older Does anyone remember this educ...   |  APA style emergency -- I usual... Newer »
This thread is closed to new comments.