posted on September 30, 2002 03:22:28 PM
Sorry this is so long, I need advice on how to handle this. Of 400+ that we have shipped, this is the first time I have ever had anyone write in like this.
We shipped a wedding dress out the day it was paid for. We always use a new box, line the box with plastic, zip the dress up in a heavy vinyl bag.
This buyer is holding me responsible for a UPS sorting mistake. In my opinion, we did our job. I don't know anything else that I could do from my end. I called our local hub & was told that the recipient would have to file the claim. I was also told that the drivers have a special "drop off covers" a plastic waterproof bag that they use if the weather is damp, cloudy etc. They also told me (i have done this before & it is fact) that when a customer calls in and asks a package to be re-routed to a different address, it will add extra time to the delivery.
Has anyone else had a similar situation? What did you do?
Four your information:
Since I was notified of the shipment of this dress, I have anxiously tracked it's whereabouts. On Thursday, I became concerned because it was being sent to my mother's house, and it was pouring rain all day & the forecast did not call for a change untill the weekend. I was scared it would be left in the rain, and no one would be there to bring it in untill later in the evening.
So, Thursday, mid-day, I called UPS to change the delivery address to my office, where I knew I would be. The Customer Service Representative asurred me this was no problem, and that I should expect delivery by close-of-business on Friday. As I was tracking the shipment Friday morning, I noticed that my dress had left Virginia, and was headed for Maryland (please note I am in Virginia). I called UPS again, to find out why it was going to Maryland. Another CSR admitted it had been mis-sorted. She apologized for the error, and said she would get a message to her supervisor that the package needed to be tracked down. A little while later, I got a phone call from the manager at my local sorting hub (where it should have gone in the 1st place), again apologizing for the error. She said it may not be untill Sunday night before they find the package, because it could be in any of four dozen trucks stored in a sorting hub in Maryland. She said someone would call me as soon as it was found.
I did not receive any such call.
This morning, I arrived at work, and again, anxiously went to the UPS website to look for progress on the delivery. To my surprise, the package left Maryland last night and made its way to the local sorting hub about 20 minutes from here. I again called to verify what address it was being delivered to and another CSR assured me it was being delivered to my office address. Well, our usual UPS guy came and had nothing for me. So, after he left, I called UPS again. I was told it would be here by COB today. Around 3:00 this afternoon, I tracked the package yet again, only to find the package (which I can only assume was insured- and would require a signature for it's release) was left outside on the open front porch of an empty house after four days of emmence rain storms. I, for the last time, called UPS to speak with a member of management to inform them of this grave mistake on thier part. I received another apology from her, but we all know I can't wear an apology down the isle on my wedding day. There is nothing more they can do to correct this error, and almost nothing more they could do to make it worse. I can only pray that the dress is in perfect condition when I can get out there tonight.
I am requesting a full refund of the Shipping cost , and I suggest you contact UPS and do the same. I will await your response, or comments regarding this situation. You can contact via e-mail.
posted on September 30, 2002 03:42:43 PM
I hope she didn't pay by PayPal because if she did she screwed up. If you delivered to a confirmed address and she changed that address than the buyer made the mistake not you. I wouldn't lose any sleep over it as with the change in the delivery address I am sure that UPS is not at fault either. Why in the world did the UPS let her change that address, Rain or no rain she knew nobody would be at the original address. UPS doesn't leave a package if there is nobody there, do they? Don't they take it back to their station and wait for the person to call. Just when you think you heard it all something else pops up. Good Luck
posted on September 30, 2002 03:52:18 PM
Calm down everybody. I believe the buyer is blaming UPS on this whole mixup, not the seller. She is demanding her shipping charge and UPS will probably give it to her. This is totally their mistake and this has happened to me.
The man at my local hub forgot to put the apartment number on the address and the package laid in the Manhattan hub for over a week. They were very apologetic and called the buyer at work and made special arrangements to deliver when he would be available to receive the package.
Usually the seller has to initiate a claim if the dress is damaged, since the buyer changed the address in this case, they may have to initiate any claim.
IMHO this buyer is just keeping the seller apprised of the situation. Brides do get anxious, especially about the dress they plan to wear down the aisle.
posted on September 30, 2002 06:01:39 PM
UPS shipping charge will only be refunded to the shipper, not the receiver unless it was shipped freight collect or consignee billing.
Whoever pays the fees to UPS gets the refund, be it for a lost/damaged item or for not getting the package there on time (if shipped via expedited shipping ie: Next Day, Second Day or Third Day).
Since the destination was changed in mid-stream, I *think* all bets are off for guaranteed shipping if any of the expedited methods were used.
posted on October 1, 2002 07:31:01 AM
I would not refund anything on this, you shipped in a timely manner and it is not your fault that this happened. I would e-mail the bidder back and state as politely as possible the mistake was caused by UPS and if the dress is damaged, she should make a claim for the value of the dress via UPS.
posted on October 1, 2002 08:46:45 AM
I think the confusion was caused by the buyer themselves and I don't understand why UPS let them change the address. From that time on, I would think the seller is not a factor in this sale anymore. I would let the buyer and UPS duke it out.
posted on October 1, 2002 01:04:24 PM
This lady's jitters caused her problem. I would not give her any satisfaction whatsoever. She can pursue a claim against UPS; I wouldn't help her.
She provided the original ship-to address; if it wasn't a good address in any circumstance she should have had it sent elsewhere to begin with.
This tale is pure Bridezilla. I pity the poor fool who goes down the aisle with her.
posted on October 1, 2002 01:08:07 PM
I've done that several times - called UPS and asked them to change shipment from my house to my office.
My husband sleeps during the day and tends to snore right through the doorbell - so almost anything shipped UPS to my home, we have a hard time making contact with.
OH, except for one shipment that they mysteriously managed to put on my deck.. in the backyard.. through the locked gates into my backyard (never DID figure that one out).
posted on October 1, 2002 01:10:32 PM
imabride2b: You willingly deal with brides? Wow. You've got more patience than I do. Being in the jewelry biz and offering super-low prices, I invariably get eager brides wanting eight of our freshwater pearl necklaces. I point out that because they are made of natural materials, there are some variances in color from necklace to necklace. Bride says OK, that doesn't matter. (She's so thrilled to be getting a good deal, you see.)
Next thing you know (and you saw this coming), bride returns three of the necklaces because they don't precisely match the rest. "Please replace with necklaces that match the other five."
Ka-POW!
Now, if someone self-identifies as a bride, I send them elsewhere.
Send me your eBay id at [email protected] if you want them referred to you.
posted on October 1, 2002 08:56:47 PM
toollady,
You are incorrect. I deal with this everyday at my job. The receiver must file the claim. Then a UPS inspector may come out, or they will have you bring the item in depending upon the person doing insurance claims that day. The claim is paid to the cosignee, which is the person receiving the package. In this case, the shipper can only offer the customer sympathy. If the dress is damaged, the claim must be filed by the recipient. Also, be sure and print out the tracking info as it will make the process quicker for the UPS people.
posted on October 3, 2002 05:58:56 PM
stonecold613,
The payment is made to the shipper.
In the event UPS fails to attempt delivery within the time published on the UPS Web site, or as provided when 1-800-PICK-UPS is called, UPS, at its option, will either credit or refund the shipping charges for each such package to the payer only.(this is if the package isn't delivered on time) .
The receiver, if there is damage to the package, has the driver make a note. However, UPS considers the goods the shipper's property and states such in their service guide. Payment for damage or loss is made to the Shipper not the receiver in all cases. It's the shipper's option to refund or replace the shipment.
UPS Terms and Conditions.
Been shipping with UPS for 15+ years and have had only 2 claims for damage and one misdirected package in all that time.
Call UPS Customer Service at 1-800-PICK-UPS (1-800-742-5877). We will be happy to assist you in filing a claim. If you are the receiver, call the person who shipped the package to you and have that person handle the damaged shipment/claims process.
[ edited by toollady on Oct 3, 2002 06:04 PM ]
