Mijn Klacht:
Unprofessional service and lack of responsibility
Subject: C-0009643419 – ClaimsReport Lost [ ref:_00DF05wsA._5002A1PZ6gR:ref ]
12.09.2018 I sent very important document (original of IB diploma) by UPS. It was very urgent so I paid extra for 24 hours service.
Unfortunately the parcel not only was not delivered next day but it was lost. Because the tracking showed that it was not even picked up from the ups access point we were so desperate that we went there to collect the parcel and decided to drive Poland to deliver it. However we were told that it was already collected. We made phone calls to find out what happened but nobody was able to tell us where it was and what was more, the customer service lied to us that the parcel was tracked and would be deliver immediately. Finally it was found on Tuesday afternoon (20.09 after another intervention we made) and delivered after eight days.
As a consequence of this delay my son was crossed out from the list of students ( this document was crucial for the Academy he had chosen for his studies) which has an significant impact on his future. He has lots one year of his education. What is more we lost the money we had paid for renting an apartment in Warsaw (around 700 €), not to mention the costs of moving to another city, plane and train tickets as well as all the stress we were through.
I contacted UPS for the compensation of my loss but they replied that we don’t have foundation to ask for it. They only do this if, I quote them “the UPS Terms and Conditions of Carriage Section 9.5 do preclude the payment of compensation for purely economic losses, such as loss of profits, loss of business opportunities or loss of revenue resulting from loss of use, arising from any loss of or damage or delay to a shipment (or part thereof).” So I wander what was my loss then? Because in my opinion I meet the requirements. In one of their emails I was offered as an act of “good will” 100 £ which I’m not satisfied with ( they still hasn’t approved it by the way)
I think that such a big company like UPS should take responsibility of their unprofessional service and try to satisfy their customers if they failed in such an important case and I think they just wait that I finally give up.
Gewenste Oplossing:
I would like to get compensation for the loss and problems we have been through because of poor service
