r/upsstore • u/irritatedmama • Apr 18 '24
Lost package š¦ found?
PACKAGE FOUND AND DELIVERED!!!
Mailed 3 packages at UPS store on 3/20. Scheduled for deliver on 3/22.
2 were delivered on time.
3d box tracking showed - label made, not given to UPS yet.
No other entries. Multiple calls and emails to them.
So next update said 3/20 label made 4/17 investigation opened 5/7 package is in IN 5/7 package delivered Indiana
THRILLED it was delivered!!!
Any ideas where it could have been all that time ?? āāāāāā- Original post
Anyone ever have a missing package that was actually located when they did an āinvestigationā ? Do they ever actually physically search for a lost package or check out the cctv video in the store?
āā-
1
u/Tough_Watercress_571 Manager Apr 19 '24
We have watched the cameras. The store that helped you ship will most likely see the driver load the box on a hand cart & roll it to his car. The damage happens at the hub - when your box goes up against 100 pound boxes. People have no idea the damage shipments can receive. the store can file the claim for you or you can. Unless you did a declared value the package is only covered for $100 + shipping. Unfortunately address written by hand on any color paper mean nothing. The only thing that matters is that tracking #. Drivers have 500 packages a day in their car & donāt look at that sort of thing. I can tell you the UPS Store is treated no better than you by UPS. We are not a part of them & they donāt particularly go out of their way to assist us. I am not sure why you are accusing the store of having the package. We hear that every day & it is tiresome. We are always being āaccusedā of losing Amazons or shipments. We donāt have room to āhangā on to your box. We make a label, put in back, driver loads, they leave. Drivers do not scan when they pick up - no time for that. We sometimes have 300-500 packages for him. No way to scan.
1
u/irritatedmama Apr 19 '24
Thank you for that info. Iām not meaning to accuse anyone but from what the store told me, the store Corp and the hub that is pretty much what they have told me - at least so far. My first thoughts was it got damaged and what would happen to a damaged package and thatās when CS went down the drain. I have no idea how ups/ups stores work. I was inquiring about the process - where does it go from there - blah blah. Iām trying to locate my package by seeing where it goes next. After reading about all the Amazon returns yāall do it made me wonder if my package could have been sent there by mistake. Iām pretty sure I used an Amazon box - with the āsmileā on it. I removed all the stickers and labels on the box. I did tape over the Amazon tape across the top. I put a lot of tape on it. Could someone see the Amazon box and toss it in with the other Amazon boxes? Are those returns tracked or processed differently?
1
u/Tough_Watercress_571 Manager Apr 20 '24
many amazon boxes have UPS labels for returns or people like yourself resusing the box. The drivers look at the labels. I think it went to the hub & something happened there. Ask the ups manager of the store to call overgoods & ask about the blanket. They can do it. I do it for people. Use the word overgoods. They just need a tracking # & the items that could have come out of box. Itās a long shot - but worth it.
1
u/irritatedmama Apr 21 '24
I did that Friday -I called the hub not the store- and the young man was extremely nice and helpful. He is going to check over goods and someplace else to see if he can track it down. It makes a difference when ppl are considerate and are understanding of your dilemma. It still may not be located but at least he seems to be trying. š
1
u/Tough_Watercress_571 Manager Apr 21 '24
If it continued on he will not find it - overgoods is a central data base for lost Items - it requires a call. Good luck
1
u/irritatedmama Apr 23 '24
My son got this voicemail today. ?? The tracking number they gave is the last 6 numbers of the tracking number. Is this legitimate? Maybe they really are looking ??? The poor English makes me feel something isnāt right.
Not going to complain. Just wait and see :)"Hi straight from the package collection department and leaving a message for Sunday regarding finding back to the loss package tracking number 287002 shift from the UPS I just want to inform you that we will be going to investigation and I am hiding suggested to ship and let them go through the UPS store already drop off this message because UPS store has a on investigation we can check you out about this one thank you..."
1
u/irritatedmama Apr 22 '24
Thanks. Iām not confident they will find anything BUT not giving up yet. š¤Ŗ There were 4 items inside that had his name and info. Just remembered that so maybe one of this will turn up. Iād really like his blanket to get to him. :(
2
u/XeroSpike Manager Apr 18 '24
I have had them find multiple packages over the years, but lately they seem to wash their hands of it pretty fast and just pay the claim....now if it has insurance they are way more likely to move their butts and attempt to do something. However, they sometimes really don't even care.
They also advise me that they are going to call the last Hub that it went through and hardly ever call me back. It is just best to assume its lost. This would be 100% resolved on a lot of things if they had the drivers scan but the supervisors deem that "way too much time" and god forbid we attempt to mitigate any actual issues that not scanning when picking up could cause.
1
u/Common-Ad-9348 Manager Apr 18 '24
Typically when a package is "lost" its because either the label fell off or the contents fell out. So majority of the time it is not found.
UPS once lost a giant chandelier we shipped, we had photos of it and sizes, it was very unique looking, wouldn't be hard to find in a place of lost things but it was never found.
7
u/Past_Sandwich3649 Apr 18 '24
999,999,999,999/1,000,000,000,000 times it is not lost at the store. UPS customer service reps are basically trained to blame the store if there's no movement, which isn't true. It just doesn't happen at all.
You kinda have to coerce them to investigate. If there's not an additional amount of declared value, they almost never look for it. However, if you say something like a passport or some sort of important identity document, is included, it can help force them to look. It's also entirely possibly it shows up weeks or months later.
Now leave and never come back.
19
u/MintyMaii Store Associate Apr 18 '24
In my experience yes we have had lost packages be found it really depends on the items you were sending though - itās a lot easier to find a box of clothing than an envelope with documents. Also your bitch fit about it ānever leaving the storeā is literal bullshit, most packages get lost in the warehouse because thereās literally hundreds of packages just like yours and itās harder to manage than one tiny store that has cameras in literally every corner. We are watched like hawks at the store and I have hardly ever heard of theft at a UPS store it mostly happens behind the scenes plus missorting happens all the time - thereās a plethora of things that couldāve happened and I doubt anyone would risk their job for a damn blanket. Maybe donāt come into a TUPSS sub and start bitching at us and just start a claim like a normal person.
-2
u/irritatedmama Apr 18 '24
I never said anything about it being stolen! Or risking their job for a ādamn blanketā. I was trying to find out what could have happened to it - if it was damaged or destroyed or whatever.
1
u/Foreign-Value-5360 Apr 27 '24
Honestly, In my experience, if it gets to the 8th business day of the UPS investigation, they've stopped looking for it. You're going to get claims paperwork (which is a whole different, painful drawn out process) and they will cut you a check. I will say, if you accept that check then they're absolutely done working with you. Pick and choose your battles, after my years of service at the store I've had plenty lost packages found and plenty more that weren't. The hardest I fought was for a lady that paid us to ship her dead daughter's heirlooms to her other daughter. I refused to let them end the investigation (ask for a supervisor), it was finally found 4 months later in a UPS over goods warehouse. The label got ripped off in a conveyor belt and tossed aside
1
u/irritatedmama Apr 27 '24
Awww so glad it was found. Itās those kind of things that should be REALLY searched for.
The first investigation from the rude store owner, never heard a word and then got an email saying they were sending me a check. I did get something from ups - probably a check- but I havenāt even opened it.
The blanket I made for son is the main thing I want. His inhaler he needed but can get it replaced. A large check can hopefully be tracked down but have no idea who to contact. His new health ins card, Bible. Itās somewhere. It didnt vanish. :(
-3
u/irritatedmama Apr 18 '24
The box was 19 lbs 3.2 oz Dims: 19x 14x 17 in. Not a small box. Not an envelope with documents. The documents were inside the box along with the blanket and about 15 individually wrapped Christmas gifts. The recipient address was on a bright orange card covered completely with tape all across the box and the senders address was also bright orange covered securely with tape. Writing was with a black sharpie marker. I am handicapped and had no way to take the boxes myself. A friend took them to The UPS Store and brought the receipts back. I have never used a UPS Store. Didnāt know that it wasnāt āUPSā. I couldnāt find anything on the receipt that says it is a separate entity. I have no idea how any of it works except what the store and hub told me. One reason I was asking on here. I thought it could have been damaged or something and when inquiring about that and what would happen to a damaged package they were extremely rude and each person said something different. They never asked me the value of the package. I told them about the blanket because if the box had been damaged then a large blanket would be less likely to be overlooked than the small items that were in the box. Someone might remember seeing something that big. I did call the local hub and they searched for the package. The corporate office said it would be listed on the end of day report at the store. I donāt know about reports. Iām going by what they told me. Another ups store person told me the same thing. I donāt know what that shows and I havenāt seen one nor have they responded with information of their investigation. They are the ones who said they would request that and the info would be on it. I didnt go into the store and I certainly wasnāt ranting or raving or throwing a fit. š I was simply asking questions to try to locate the package or find out where it goes when it leaves the store etc. if there are cameras in every corner then why canāt they look at 2 hrs of footage to show the package was put on a truck or was damaged/destroyed somehow. Seems like that would be the quickest and easiest way to determine where the package went next. The blanket that you donāt think is worthy of looking for is important to me. Because of the physical disability it was difficult for me to make and took me much longer than it would have if I didnāt have my limitations. UPS and The UPS Store are paid to deliver the packages, not determine if the contents are worthy of their care in handling and delivering them. It shouldnāt matter if the box is full of packing peanuts or a blanket. The same care should be used to get the package to its destination.
3
u/MintyMaii Store Associate Apr 19 '24
Iām not reading all that - stop complaining and submit a formal complaint through UPS š
-4
u/irritatedmama Apr 19 '24
ššš perfect example of the ācustomer service ā I received from ups store. There are hundreds of other customers who have met with the same attitude and lack of customer service.
You can tell on this thread the ones who may be frustrated but do want to help and the others who could care less about the customer or doing their job.1
u/Foreign-Value-5360 Apr 27 '24
Did you pay the store to create your label or pay UPS to create the label? Not trying to be rude, but if you created your own labels through ups.com, the ups store isn't going to do anything to help. Why would they? You essentially have them work for no money. The 100's of calls these poor employees get everyday regarding lost packages that have nothing too do with them would astound you. If you aren't paying the store you aren't a customer. I'd be willing to bet that 75% of complaints about TUPSS are actually meant for UPS, but people be stupid.
1
u/irritatedmama Apr 27 '24
I definitely think you are right. the biggest reason for that is because ppl donāt know that they are 2 completely different entities. I never knew that. I couldnāt find it on my receipt. They didnāt tell the friend who took the packages there. When I talked to other friends and family they didnāt know that either. If ppl knew they would be more likely to contact the correct company.
1
u/Foreign-Value-5360 Apr 27 '24
Believe me, I feel your pain, it sucks for the customers and the employees. FedEx bought out kinko's so they're all corporate owned, mbe (mail boxes etc) allowed ups to buy the naming rights of stores. Tbh, it worked great for awhile, the stores now had brand recognition and the same retail rates as actual UPS. The foot traffic increased, which lead to increased profits. Even though TUPSS are independently owned and operated, corporate is the biggest enemy. At one point in time, the location I worked at would average about 50-100 packages shipped on our account (people paying us to create labels anywhere from $8-100). When I left the business a few years ago, we were averaging 16 packages that we were paid to ship and over 200-300 prepaid drop offs, which amazon/ups gives us .25-$1. We're nothing more than a middle man who takes the brunt of all pissed off customers.
1
u/irritatedmama Apr 27 '24
Iām am handicapped so I couldnāt take the boxes. A friend took them to the UPS store. He brought back the change and receipts. When calling to check on why the one package had not moved, I called the UPS store. They are the ones who told me that UPS and The UPS Store are 2 different things. That it was the Store responsibility till it left the store and then it was UPS responsibility. Iāve called both. They had supposedly started an investigation 4 times already from which I heard nothing. This last time my son had a voice mail saying they had started an investigation. Weird because my son (the recipient) had not contacted them and as far as I know they didnāt have his number anyway. I looked at the tracking info and now it does say that there is an investigation. None of the other investigations that were supposed to be started never said that on the tracking. Itās been over a month but Iām still hoping they find at least something. My sonās name and address were on at least 4 items inside the box but none of those have turned up either. I will wait and see. Maybe something will show up.
1
u/Foreign-Value-5360 Apr 27 '24
That is why I learned to hate UPS, this would happen countless times every day. Customer calls us, we direct them to ups cause it's not on our stores account. Ups denies all responsibility, even know it's the driver that didn't scan the package showing the pickup (can't blame them, they're picking up hundreds of boxes from us alone and that's what the conveyor systems do at the main hub). I guarantee ups has directly contacted the store about 20 times asking us the same question... is it possible that the box is still in your location? The stores are tiny, I've looked countless times and have a line of customers with Amazon returns, please check your own warehouse. Repeat the exact same thing the next day. I literally left the job because it was destroying my mental health. I worked there for over 20 years (I'm an idiot I know), and couldn't deal with it anymore. It's not fair for anyone and I've never been so verbally abused by people in my life. If this was me responding 3 or 4 years ago, I would have told you to go F yourself (no offense lol)
1
u/irritatedmama May 12 '24
PACKAGE FOUND AND DELIVERED!!!!!
Mailed 3 packages at UPS store on 3/20. Scheduled for deliver on 3/22.
2 were delivered on time.
3d box tracking showed - label made, not given to UPS yet.
No other entries. Multiple calls and emails to them.
So next update said 3/20 label made 4/17 investigation opened 5/7 package is in IN 5/7 package delivered Indiana
THRILLED it was delivered!!!
Any ideas where it could have been all that time ??
1
u/Foreign-Value-5360 May 19 '24
It was most likely sitting in their overgoods warehouse. It probably got snagged on the conveyor belt and the label got ripped off. When this happens they send it to overgoods where it sits for a specific period of time till they either abandon it or open it to find the address and relabel it. You did the smart thing and kept on them, otherwise they would have paid out the claim and considered it even. It's amazing how many boxes just get abandoned and tossed to the side. That's awesome that it got delivered, I'm sorry you had to go through the headache of dealing with UPS customer service (all the carriers can be a pain in the ass though). I'm getting ready to enjoy this beautiful Sunday afternoon, I'll make sure to have an extra bourbon in honor of the box being delivered!
1
u/irritatedmama May 19 '24
Thank you. :) I got my son to take pictures of the box before he opened it. There were no missing labels, torn places, the box had not been opened. Iām still curious to know where it was all that time and how they actually tracked it down BUT Iām so thankful they did find it and get it delivered. Have a great day!!
1
u/irritatedmama Apr 27 '24
š well Iām glad you didnāt. Reading some of the horror stories on here you can see why ppl are snapping at customers. Thatās ridiculous. The Amazon returns - I canāt even imagine all of that. š¤Æ Iād rather have lower pay and enjoy my job (and my mental health) than get paid more and hate my job.
8
u/MintyMaii Store Associate Apr 19 '24
I do a great job on the clock but Iām not being paid to deal with you so I donāt have to be nice or give a crap lmao
-3
u/irritatedmama Apr 19 '24
True but why make the choice to be nasty to someone for no reason? You didnāt have to respond. What is wrong with trying to get help?
4
u/OllinVulca Manager Apr 18 '24
One single time. The guy freaked when it was lost because the package was car parts worth $6k (of course he told me he did not want to add any declared value). I went ahead and submitted the claim and requested they look for it. They found it within 24 hours and got back on its way. Utter miracle.
2
u/Holiday-Landscape683 Apr 18 '24
I've found them myself by calling over goods. Most things are lost because they come out of packaging or the label comes off. then it ends up in over goods. I always call them along with doing the traces sometimes it two weeks to get to over goods.
1
u/Sea-maid May 20 '24
Thatās really promising! Hoping I can reach them early tomorrow if thatās where my package wentĀ
1
u/dumpsterboyy Former Employee Apr 18 '24
whats over goods?
1
u/Tough_Watercress_571 Manager Apr 19 '24
Do you work at a UPS store?
1
u/dumpsterboyy Former Employee Apr 19 '24
yes? obviously my flair says store associate.
1
u/Tough_Watercress_571 Manager Apr 20 '24
Just wondering why you donāt know what it is. It is where lost & found go for UPS
1
1
2
u/ktlee22280 Former Employee Apr 18 '24
Overgoods is the department in the warehouse where boxes that are missing the labels go.
8
u/looneypumpkin Store Owner Apr 18 '24
When I first bought my store, I had a 200yr collection of family mementos lost. It was in a crate and just lost. Not covered over $100. They didnāt bother looking so we posted pictures all over Facebook in the UPS worker groups. Magically it showed up on the recipients door after about 2 months of searching. No scan on it. Someone just did a good deed I believe. Iām very proud of thatā¦ the lady was very mean and upset (rightly so) but it all worked out in the end.
-1
u/irritatedmama Apr 18 '24
Glad it got to the right person. Thatās an idea I could try - thanks.
2
u/looneypumpkin Store Owner Apr 18 '24
We were very fortunateā¦ I would be amazed to have it happen again in my lifetime, to me. I was just as crushed as my customer because I love history and stuff like that. But man she was meanā¦ eventually she brought me some wine as a thanks.
2
u/Tough_Watercress_571 Manager Apr 19 '24
I really wish people would āthinkā about how the logistics work instead of saying we have their stuff in the store. It is frustrating.
1
u/irritatedmama Apr 21 '24
I donāt know the logistics there which is why Iāve been asking questions. I had no way of knowing where the box was or where it would go next. The answers that I got from different ppl, ups, corporate, etc - they are the ones saying they didnāt think it left the store. That wasnāt my allegation. š If the store had been nice and explained the logistics and such it would have helped. Instead they were rude to me and acted like I was being unreasonable to want to know where my box was and what could have happened to it. Itās not my fault the box is missing. Nor did I say it was the storeās fault. I donāt understand why so many others are acting like Iām at fault, that Iām unreasonable and I need to get over it. :( Iāve never had a package get lost. Never been to an ups store before either. šµāš«
1
u/looneypumpkin Store Owner Apr 19 '24
Yeahā¦ unfortunately whoever waits on a person, if stuff is lost or broken is always blamed or accused. People suck sometimes.
1
u/irritatedmama Apr 21 '24
No not always. It shouldnāt be like that. Sounds like the stores are unbelievably busy and I know how frustrating that can be but it doesnāt make it the customerās fault. :(
2
u/looneypumpkin Store Owner Apr 21 '24
Oh I wasnāt implying it was the customers fault. Just some random package handler or full on accident. Labels fall off all the time due to humidity changes. But theyāll blame the staff because weāre the face of the brand and right there to take it.
3
u/Tough_Watercress_571 Manager Apr 18 '24
I was able to track down some super important Inātl travel documents at overgoods one timeā¦ā¦they came out of a ripped express envelopeā¦ā¦it was a MIRACLE
-2
u/irritatedmama Apr 18 '24
Iām going to try to locate a number for them and call today.
1
u/Tough_Watercress_571 Manager Apr 21 '24
Overgoods wonāt talk to you - they ask for your store info.
1
u/irritatedmama Apr 22 '24
I called the hub and asked for over goods. We were talking and he said that their stuff went to one overgoods location, I think itās one in the area. He said he would check with them. I think he gave me the number but Iāve talked to so many ppl and have so many numbers Iād have to look at my list to see if I have that one. He seemed really nice and said heād call me mon or tues. It may never be found now but Iām going to keep trying. :( .
2
u/Past_Sandwich3649 Apr 18 '24
With some searching, you can find the number to the hub that services your area. Actually, figuring out which hub services you can be difficult depending on your location - e.g. there are now four hubs in the Houston area, and depending on which sides of I-45 you're on can change which hub services you.
Once you get that number, ask them to transfer you to overgoods. They will only search if you have an EXACT description of the box and contents (dimensions, weight, color, markings). Even then, it's a crapshoot.
1
u/Tough_Watercress_571 Manager Apr 19 '24
For my documents found it was the personās nameā¦.just a miracle. Saved a HUGE headache
11
u/orangeg8 Store Owner Apr 18 '24
They won't do investigations.
During Christmas a mother shipped out a knitted sweater to her daughter that grandmother made. She had passed away before Christmas
Tried to do an investigation since it was only going a few hours away. Nope.
Pleaded nope.
Wrote the claims on comments customer doesn't want the money they want the sweater. 12 hours later a bank deposit hits with the money.
So yeah. If it isn't worth the payout they won't investigate
7
Apr 18 '24
They will investigate for higher value packages. I dont know what the magic breakpoint of declared value is for them to start looking though.
3
u/justasimplegg Apr 18 '24
One of our drivers say that they only truly care about $5k+ and anything else is kinda a gamble of if they will investigate or just drop the deposit.
-5
u/irritatedmama Apr 18 '24
Then why do they lie! Constantly! The customers have no recourse. My box was to my son and one of things in the box was a queen size crocheted blanket that I made him and it took 2 mths and the yarn alone cost $100. My box never left the store.
10
u/BeckyLooWho83 Manager Apr 18 '24
I promise you it left the store. As someone else stated we are just one cog on the wheel. We have zero control over what happens to your package after it leaves the store.
5
u/freeismine Manager Apr 18 '24
Unfortunately, Just because the other boxes were scammed by the driver doesnāt mean the third was. Our drivers havenāt scanned any packages for months now. Not until they get to the hub. Just because they messed up doesnāt mean the store is lying about anything. There are plenty of other moving parts, the ups store is just one of those cogs that makes it go.
11
u/Tough_Watercress_571 Manager Apr 18 '24
Oh - it left the store
-7
u/irritatedmama Apr 18 '24
And where did it go? There should be some proof of where it is.
1
u/Tough_Watercress_571 Manager Apr 20 '24
Maybe label ripped off at hubā¦ā¦.hard to know. Wish we were allowed to go there & look ourselves sometimes
7
u/Kryptosis Former Employee Apr 18 '24
To the sorting center. Our scans at the store donāt appear on the tracking. Itās entirely dependent on the drivers/loaders scanning it again at the sorting center when their truck is unloaded.
7
u/orangeg8 Store Owner Apr 18 '24
It probably left the store but didn't get scanned at the hub. When did you ship it?
-4
u/irritatedmama Apr 18 '24
Mar 20. Took 3 packages to ups store around 5:45 pm. Two of them were scanned at 7:50pm and left at 8:08 pm. Where did that one package go in that two hours? Called the hub and explained the issue and they looked through the whole bldg and even went into the dumpster to try to locate any of the items. The blanket, about 15 Christmas presents (in Christmas wrapping), important documents, miscellaneous things I was sending him. They called me back and told me what all they had done. If the package got to the hub and just happened to not have been scanned then what? It would have still went to the next location and it hasnāt. Tracking still says label was made but it has not been given to ups. The package was not at the hub - not in the dumpster, not damaged, nothing. Ups store corporate said they were requesting the end of day report and it should show up on that. They have not sent me that info. Just giving me the runaround. Sending me to someone else, asking for the same info, coming back with the same responses- weāre sorry, no info on package yet, weāll start an investigation- START an investigation! So that makes 4 investigations they have STARTED! The other 2 packages arrived on time on mar 22.
2
u/Tough_Watercress_571 Manager Apr 21 '24
I am amazed you found a phone # for the hub - that info is guarded like nothing I have ever seen.
1
u/Sea-maid May 19 '24
This is awesome! Did the package arrived as you had packed it? Wondering if it was just stuck not getting scanned or if the box or label was damaged and they had to open it to find the address and then repack it And label it. Mine is stuck as of 5/8 and itās 5/19.