I am following up on my previous post regarding a UPS shipment from France that took over 8 weeks to deliver. As a result of my Better Business Bureau review I received a telephone call the UPS Corporate Headquarters. The UPS representative apologized for the negative experience I had with the UPS shipment and the lack of follow-up by UPS staff. She had access to my telephone and email correspondence with the UPS staff and promised to contact the appropriate management to address the customer service failures that I experienced. In a good faith effort she also agreed that UPS refund the duties and taxes that I paid for the shipment. She could not refund the original shipping because the package originated in France. It is certainly a step in the right direction to improve customer service and I appreciate her reaching out to me!
As it turned out the shipment that took 8 weeks to arrive had to be returned to France due to an error. I contacted the UPS representative in the Corporate Office and queried if it was at all possible that UPS could cover the cost of the return shipping to France. Without hesitation she agreed and the package has been returned.
I am certain that most people do not experience the nightmare scenario I had with this particular UPS package. The majority of packages ship and arrive well within the original time-frame. This was an exception. The good news is that UPS cared enough to contact me and to resolve the issue. Again, my thanks to the UPS Corporate Representative for her professional, considerate outreach!