UPS Guaranteed Delivery Bait and Switch

ascorbic on 17/02/2020 - 21:16
Last edited 17/02/2020 - 21:43

Long post but tl;dr at the bottom.

I needed to deliver a package to a friend in China as quickly as possible so I decided to use UPS as they offer guaranteed delivery. Obviously, I'm well aware of the current situation so I phoned them up beforehand to be sure that the guaranteed delivery still applies and I was assured that the guarantee as shown on the website is correct.

Friday 14 Feb: I went through with the booking online and paid over $250 for Worldwide Express with guaranteed delivery by Monday (17 Feb) at 12:00 noon. This guarantee applied for pickup by 4:30 PM (Friday), so I booked a pickup between 2:00 and 3:00 PM. I also ticked the Saturday delivery option (for extra $) to have them deliver it earlier if possible (but not guaranteed). Note: regardless of whether I ticked the Saturday delivery option, the guaranteed delivery date was Monday 17 Feb. This is fine.

The package was picked up on time but the tracking showed a status of 'Delay' so I called them up about half an hour later to ask what was going on. Turns out that Saturday delivery is not available for my destination postcode and this is the reason for the status. I was mildly annoyed that the booking process allowed me to pay for Saturday delivery when it isn't actually available but I was told I could get a refund on that portion of the cost after delivery. Fine. However, the main thing is that the package be delivered by Monday noon at latest. The rep assured me that the delivery was scheduled for the next business day and guaranteed to arrive by Monday 17 Feb at noon. This was reflected on the tracking a few hours later under 'scheduled delivery'.

Monday 17 Feb: The tracking had now updated to show scheduled delivery on Tuesday 18 Feb. I called them up around 10:00 AM (7:00 AM in China) to ask what was going on and was basically told that I was lying. The rep told me that there's no way I would've been able to book a pickup on Friday and have guaranteed delivery by Monday. That's exactly what I did, otherwise I wouldn't have paid the whopping amount for delivery. I could've used AusPost for cheaper if I wanted it delivered later.

She told me that the guarantee might have inadvertently included Saturday because of the option I chose but this cannot be the case since the Monday guarantee still applied with Saturday delivery deselected. After trying to explain as clearly as possible that I booked with guaranteed delivery for Monday, she tells me that when she puts a quote in online, it shows guaranteed delivery for Tuesday. I couldn't believe this so I decided to try it out myself. Unbelievably, with a pickup on Friday 14th, the website now shows guaranteed delivery for Tuesday 18th. This is not at all what it was showing when I paid for the booking. I explained again that my booking had a guaranteed delivery for Monday and regardless of what a quote now says, the Monday guarantee must still apply to my package. The rep was unable to lookup the specific details of my booking.

In her words: "Delivery from Australia to China always takes at least 2 business days so it's impossible to have guaranteed delivery by Monday for Friday pickup." When I asked for a supervisor, I was told they would "just say the same thing".

After the call, I decided to see what it would say for pickup this coming Friday (21 Feb). Lo and behold, it shows guaranteed delivery for Monday (24 Feb). Obviously, what she told me about 2 business days is not correct.

So the package hasn't yet been delivered and I'm very annoyed, especially because it cost me over $250. UPS are now denying that my guaranteed delivery date was for Monday. Unfortunately, I didn't think at the time to take screenshots and UPS didn't email an invoice (I only have the shipping label and customs form). It's basically my word against theirs. At this point, I just want my money back. Wondering if anyone has had a similar experience? I paid with PayPal, so should I raise a case with them?

Tl;dr: Urgent package. Booked with UPS Worldwide Express pickup Friday with guaranteed delivery by Monday. Keeping in mind the current situation, I confirmed over the phone beforehand that the online guarantee date is correct. Tracking later changed to show delivery by Tuesday and UPS now denies that my package was guaranteed for Monday. Unfortunately, didn't think to take screenshots while booking. How can I get my money back?

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Comments

  • oscargamer on 17/02/2020 - 21:41

    Don't read that wall of text.

    What's your question/comment?

    • ascorbic on 17/02/2020 - 21:42

      Guaranteed delivery for Monday but now they're denying it. How can I get my money back?

    • ngengerous on 18/02/2020 - 16:38

      OR you could just read it…

  • Seraphin7 on 17/02/2020 - 21:57
    +3

    Ah, I see your problem here … you thought UPS would do what you wanted them to do. Nah, that's not their business model.

    • ascorbic on 17/02/2020 - 22:03

      First and last time I'll be using them. Accountability doesn't seem to be part of their business model either

  • mafmouf on 17/02/2020 - 22:38

    Have you considered calling again and request they check the quote for Friday 21st? Take screenshots of the upcoming week too. Get as much evidence as possible.

    • ascorbic on 17/02/2020 - 22:53

      Good idea, I'll give them a call tomorrow and hopefully I can get past them being adamant that it couldn't be guaranteed for Monday

  • ozbs25 on 17/02/2020 - 22:41

    Not much to say other than if you clicked on the guarantees and notices link on that screen you get this:

    Snip

    Guaranteed service is not available in all areas and does not apply to packages subject to an Additional Handling or Large Package surcharge or exceeding size/weight limits.

    Snip.

    • ascorbic on 17/02/2020 - 22:49

      That's understandable but I confirmed over the phone beforehand that the guarantee applies in my case. Now I'm arguing with them

      • ozbs25 on 17/02/2020 - 22:52

        I get that. Unfortunately, it's also in black and white on their page. How much are you looking to get back? All of it? You could be fighting them for a while. If you're only looking to get back a portion of it you may want to weigh up how much it'll cost you in time and stress vs the amount you get back.

        • ascorbic on 17/02/2020 - 22:58

          If it gets delivered tomorrow, it will have taken 2 business days. For the same outcome, I could've used AusPost International Courier for less than half the cost. Ideally, I want the whole postage cost back because they advertised a "guarantee" and have failed to meet it.

          • ozbs25 on 17/02/2020 - 23:05
            +1

            @ascorbic: Good luck. I had to deal with a he said, she said situation with my Private Health Insurer (and I actually worked for them at the time!). Unfortunately for me the more incompetent the staff member the better for them. There were no notes on the system at all so I was screwed. I even went to the Ombudsman who said never go to a retail store and always call as they have to keep a record of the phone call.

            Do you know if UPS keep a record of phone calls for "training and quality assurance purposes"? I'm pretty sure you can request the phone call if they keep them. Can't remember where I heard/read it.

            Edit: Hmm, looking into it a bit more, it might just be you can ask a supervisor or someone like that to go back and review the phone call. Anyway, maybe another option for you to get to the bottom of this.

            • ascorbic on 17/02/2020 - 23:08

              @ozbs25: Thanks! The phone calls did have a message that they would be recorded so hopefully I can request them if I need.

  • paraneoplastic on 17/02/2020 - 23:13
    +1

    Do a credit card chargeback, simples.

    • ascorbic on 17/02/2020 - 23:30

      Since I paid with CC via PayPal, should I raise it with PayPal first or fine to deal directly with the bank?

      • paraneoplastic on 17/02/2020 - 23:47
        +1

        Paypal first then and then CC

    • brendanm on 18/02/2020 - 07:49
      +1

      That won't fly if op has received his delivery, and has no proof it was a day late.

      • paraneoplastic on 18/02/2020 - 15:55

        Big companies rarely fight back charge backs, particularly if done through PayPal.

        • ascorbic on 08/03/2020 - 16:56

          You're right, just had it resolved in my favour through PayPal. UPS didn't even respond to the dispute!

  • orangetrain on 18/02/2020 - 09:17

    To China? I'm sure they'll claim virus setbacks.

    • ascorbic on 18/02/2020 - 09:29

      Just got off the phone to them and sure enough, that's what the rep said after I told her one can book for this Friday with guaranteed delivery by Monday (in response to the her saying that it couldn't have been guaranteed for Monday due to requiring 2 business days). They can't seem to get their story straight.

      It's extremely frustrating since I called beforehand specifically asking about the situation with the virus and was told the guarantee still applied. Now, they supposedly "can't access" a receipt or details of my booking.

      • Bargain80 on 18/02/2020 - 10:28

        If there is a clause in their T&C about excluding guarantee caused by natural disaster, epidemic, etc, then you don't have a chance of getting your money back.

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