Mijn Klacht:
On 30 October 2023 I sent a package to Dubai. On 3 November 2023 the package was delivered, but the content was missing. After inspection of the delivered package by UPS they acknowledged that there had been irregularities with the package:
• We regret to inform you that irregularities occurred during the transportation of your shipment.
• THE PACKAGE DESCRIBED ABOVE WAS DAMAGED. OUR APOLOGIES FOR THE INCONVENIENCE CAUSED.
• Some of the contents were missing and the remainder was delivered.
They ed I could proceed filing a claim. I received a letter with the documents I should handover and a PO Box in Neuss Germany (or fax number) I should send it to. Which I did. Immediately and careful.
About a week later I received an email with the extra 3 documents needed. Documents I already sent the first time. I called customer service asking to speak to someone from the claim department, via phone, but that was not possible, and they advised to send the documents again. So … I sent them again.
Later I received a request to send documents needed to a PO Box in Nuneaton, the UK. Documents I already sent first and second time. Again, getting on the phone with customer service asking for a manager or at least the claim department. Customer service claimed they cannot redirect a call. They can only send a message on my behalf to the department. So, I asked them to send a message to call me back which never happened. I requested multiple times on different occasions, but I have never been called back. I did send the 2 documents asked for again.
Later I received an email with another extra document needed: this time a bill to UPS … This bill had already been sent by me. However, I sent it again. Calling and emailing multiple times about the progress. On 10 April 2024 I finally got a ation by someone at customer service that she could see in the system that the money would be wired on the 28th. Which never happened. On the 16th I received an email that jewelry was not insured by UPS. Why did insurance and package accept this parcel, in the first place!? Contents is handled and mentioned in and by your system!
This kind of lack of customer service and communication is outrageous.
I demand a satisfying solution.
Gewenste Oplossing:
Claim payment
(10)
