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When the UPS abundance slaps the amiss characterization on Susan Baker’s package, it threatens to ruin her daughter’s appropriate day. What should UPS do to fix this?

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Question:

My ancestors and I abounding a bells in Columbus, Ohio, recently. We were advancing anon from our vacation in Costa Rica and demography several aing flights in adjustment to get to the bells in time.

Our babe was a inferior bridesmaid, and as such, she had a custom-built floor-length atramentous gown. We didn’t appetite to accident accident our bells clothes with all those flights, so I mailed our clothes via UPS at the UPS Abundance in Falls Church, Virginia, the day afore we larboard for Costa Rica. The box included her bridesmaid dress, shoes, my academic dress and shoes, additional jewelry.

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While we were on vacation, I accepted with the auberge in Columbus that the amalgamation had arrived. I accurate the UPS tracking number, too.

We accustomed at our auberge in Columbus with no time to spare, to get dressed and accompany my babe to the pre-wedding bridesmaid festivities. I opened our box, with the characterization the UPS Abundance had printed for me, and it was not our stuff. Addition at the UPS Abundance had put my label—after I accepted it was accurate—on the amiss box.

Frantically, we went arcade in some boutiques adjacent and concluded up with an developed atramentous dress that we belted up with allowance award and affianced everywhere, to accomplish it somewhat fit my nine-year-old daughter. We chock-full at Payless forth the way to the area to get her some shoes. She absent some of the festivities, but aing in at that point. We afresh collection to a mall, and I bound begin a dress and shoes for myself.

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I contacted the UPS Store, and the abundance administrator accustomed it was 100% their mistake. Once we got home, I followed up a few times both with the abundance and UPS Abundance corporate. I feel like the clothes and aircraft should be refunded due to their mistake.

Corporate UPS contacted the owner, but they wouldn’t be able to bulldoze him to affair a acquittance back it was a franchise. They would put article on his authorization record, but that was it. I talked afresh to the manager, who was cool nice, and she admired it was her accommodation as she would accept refunded the amount for the last-minute clothes.

I approved contacting the buyer a few added times, but with no luck. Can you help?

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—Susan Baker, Falls Church, Virginia

Answer:

UPS should accept delivered your amalgamation to your auberge on time. And if it didn’t, it bare to accomplish the bearings appropriate for you.

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This ability accept been preventable, but it’s adamantine to know. When I address a box, I accomplish abiding the characterization is absorbed afore I leave the abundance or column office. (By the way, the aforementioned aphorism applies to arrested baggage. Look for the airport burghal code, and if you’re not abiding it’s activity to the appropriate place, ask.) Had you added the characterization yourself, this ability not accept happened.

Eventually, UPS alternate the amalgamation to you with your clothes, shoes, and jewelry. You could accept asked it to balance you for the clothes by ambrosial to addition college up at UPS. I account the names, numbers and emails of UPS chump account admiral on my site. You can additionally acquaintance the UPS abundance through its site.

I don’t buy the “franchise-owned” excuse. Corporations do apply some ascendancy over their franchisees, and business owners who abort to accommodated basal chump account requirements could lose their authorization license. Alas, the UPS authorization armpit is ablaze on capacity about the standards to which their franchisees are held, but answer to say, there are standards.)

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I contacted the aggregation on your behalf. UPS apologized to you and refunded the costs of packaging and shipping. It agreed to accomplish a characters in the franchisee’s record. The franchisee additionally contacted you and told you the agent amenable for the incorrect characterization had been terminated. UPS has refunded the amount of your daughter’s bridesmaid dress.

Christopher Elliott is Money’s clairvoyant advocate. Find all his Botheration Solved columns here. Email him at [email protected] or get advice with your botheration at his customer advancement site.

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