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UPS Complaint - UPS systemic incompetence
UPS Complaint

UPS Complaint

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UPS systemic incompetence


Package shipped from UK on 29 Jan. Arrived in Richmond B.C. Canada on 31 Jan. Package transferred to Nanaimo B.C. on 1 Feb. Package sat there until 5 February when it was shipped back to Richmond, B.C. Package was then shipped back to Nanaimo B.C. on 7 Feb. After several phone calls, UPS finally said they gave the package to Purolator on 7 Feb to be taken to Canada Post in Campbell River, B.C. where it will be mailed to us.
Canada Post mail for this location normally goes to Nanaimo, then Vancouver, then back to Campbell river, then here. Still has not been delivered as of end of day on 7 Feb and cannot be delivered until 10 Feb, if then

1.UPS does not serve this location, however their system is not set up to tell them this at time of shipping.
2. Brokerage fees were payable on this item on entry into Canada in Richmond. However, UPS sent the package on to Nanaimo where the distribution centre is not equipped to process brokerage fees, brokerage fees are payable only in the UPS Richmond distribution centre. The package was returned from Nanaimo to Richmond where it was recorded that the brokerage fees had been paid (fees had actually been paid several days previously, but the package apparently had to be physically marked) Next the package was again sent to Nanaimo where it was again declared undeliverable by UPS. Package is now apparently in the hands of Canada Post, where it should have been after its initial arrival in Richmond on the 31st of January.
3. We were never informed of any of this until we phoned on 3 Feb to inquire regarding reason the tracking number indicated package had been sitting in Nanaimo. I was told that brokerage fees then need payment, I paid via credit card on that phone call. Would have never have known anything unless I had initiated the call, UPS did not phone us.
4. UPS system does not allow for brokerage processing in Nanaimo, yet the Richmond processing centree forwarded it there, then required its return, then sent it back to Nanaimo. This is not the first time we have had this experience with UPS, and it must happen all the time with international shipments. We spoke with a UPS supervisor who told us the system was set up this way.......sheer incompetence.
5. When we phoned UPS on 7Feb to find out WTF was happening with our shipment, we got a profuse, but useless apology, and a promise of a follow-up call back within an hour. Never got a call back.
There is really no excuse for an international courier company to be this inefficient.
We regularly get packages sent from U.K. via postal system mail (not express) in 5 days.
This package was sent via UPS and 10 days on, we have not received it, and now it cannot be delivered until next week at the earliest.
This is not our first instance with this atrocious service, and we plead with shippers to avoid using UPS for this very reason
Irate customer.


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