Uh oh! My address doesn’t exist. Can you tell UPS?

Cathryn Daniels moves, but when UPS doesn’t know how to find her, she loses a package. Can the company help her recover her lost item?

Question

We recently moved to a new house, my sister-in-law ordered something for my husband online. But because it was a new address, she accidentally entered it incorrectly (one number off from our actual address).

The address she entered does not exist. When we realized the mistake and tracked the package, UPS said it delivered the package on “the doorstep.”  When we noted to them that this doorstep didn’t exist, they admitted that protocol is to return the package to the shipping warehouse. But they couldn’t do anything for us if it was accidentally delivered elsewhere or stolen by the driver.

They would not give us information regarding the driver that day. It’s also suspicious because the day it was marked as delivered, our street was closed for repaving. Then UPS closed our inquiry.

We would like to be reimbursed for the missing package and also request that a mark be put on the driver’s employment record. We asked our neighbors and they have not received the package, so we think he stole it. — Cathryn Daniels, Las Vegas

Answer

I would not be so quick to blame your UPS driver for this. Remember, your problem started when your sister-in-law entered the wrong address. That’s an easy mistake to make.

UPS should have been able to track the package, of course, but it looks as if there’s plenty of blame to go around on this one.

Related story:   What to do when US Global Mail fails to deliver

I can see that you tried to establish a paper trail of correspondence between you and UPS. Unfortunately, the company wanted to talk to you by phone. In its latest email to you, a representative says, “I am deeply sorry to inform you that we do not support these claims over email.”

I find that troubling. In a situation like this, you definitely want to have a record of your correspondence with UPS. Ironically, UPS keeps meticulous records of its packages, so to say that it doesn’t “support” your kind of claim by email is a little weird.

When a package goes missing, make sure you go through the recovery steps outlined on the UPS site. If that doesn’t work, try appealing your case to one of the UPS customer service executives I list on my advocacy site.

I contacted UPS on your behalf. It turns out you have an honest UPS driver, after all. When they tried to deliver your package, the street was closed for paving. A neighbor was waiting at the end of the street to sign for the package and he agreed to take your package to the house. But after the driver left he realized the address did not match, so he took it to another neighbor who had the closest matching address. The company did a little sleuthing, found the package and delivered it.

Christopher Elliott

Christopher Elliott is an author, journalist and consumer advocate. You can read more about him on his personal website or check out his adventures on his family adventure travel site. Contact him at chris@elliott.org. Read more of Christopher's articles here.

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