United Parcel Service Complaint - UPS Defrauded My Mother of Her Money
FLORENCE, KENTUCKY -- Below is the letter I mailed to Michael L Eskew at UPS World Headquarters on December 5, 2004. Additionally, I submitted my complaint to the Better Business Bureau. UPS still refuses to provide me with a refund.
Re: Parcel Shipping Parcel #41758297, Tracking #46664522347
I am writing this letter to complain about the business practice of the UPS store (centre #3169) at 8459 US 42, Ste F, Florence, KY, 41042. Additionally, I am requesting that UPS refund me $75.94 CA because I was informed that the total shipping cost would be a total of $14.65US, not $14.65 plus $75.94CA.
On November 16, 2004, I brought a gift package to the UPS store at the above address. After doing some research on the internet, I decided that UPS would be more economical than USPS to ship my brother’s birthday gift. In addition, I had previously used UPS to ship gift parcels to Canada in the past and was happy with their process. I informed the clerk that I wanted it shipped via the cheapest way. The gentleman told me to complete some forms, accepted payment, and gave me a white cash register receipt and a yellow parcel shipping order.
Two days later on November 18, 2004, my mother called to say that the UPS shipped package had arrived. I was surprised by the speedy delivery, but happy about the confirmed delivery. Unfortunately, my mother was a little upset. She informed me that the UPS driver collected $75.94 Canadian from her before releasing the package. I asked her to repeat her statement because her explanation seemed bizarre. I shipped my package with UPS under the assumption that I would be paying $14.65 for shipment, not $14.56 US plus $75.94 CA. Furthermore, I was disgusted with the fact that an unemployed recently widowed woman had to take money out of her pocket to pay for a package that had already been pre-paid by me.
My mother’s husband passed away on October 4, 2004 from cancer leaving her to raise a 17 and 22 year old on her own. In addition, she’s currently on sick leave due to an eye operation related to her Grave’s disease. I wish my mother had denied the delivery so that the item could’ve been returned to me to deal with the issue. I mailed my mother the $75.94CA that she had to pay to UPS. After speaking to my mother, I called UPS customer service and informed Salia Reyes and Ms. Harris of the situation. Ms. Reyes told me that the UPS clerk should’ve informed that the gift limit is $50.17US (retail cost of my gift was $200.00) and the shipping cost does not include taxes, duties and brokers fee. She also specified that this information is noted on the back of the waybill. I informed her that I did not receive a copy of the waybill and the store’s clerk did not inform me of these additional charges.
Later that day, I contacted the UPS store centre # 3169, but was told that the manager was not in. I few days later, the manager Bob called me and I informed him of the situation. He said that there was nothing he could do, but would mail me a copy of the waybill that I had not received. A week later, I received a one-sided copy of the waybill in the mail.
I am incredibly upset by this situation. After speaking to other people, I was informed that this happens often. UPS and Mailboxes Etc process parcel shipping requests without informing customers of the hidden costs in addition to their pre-paid price. I believe this was done purposefully to defraud me of my money. I would not have shipped my gift package with UPS if I had known the total shipping cost would be more than $14. Instead, I would’ve carried the gift package with me during my visit to Toronto on November 29, 2004. The cost to my mother and I would’ve been $0.
To resolve the problem, I want a refund of $75.94CA. Furthermore, the clerk involved should be notified of their misinformation so that this does not happen to other customers. Enclosed are copies of my documents.
I look forward to your reply and a resolution to this problem, and will wait until December 20, 2004 before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above mailing address, email or by phone.