UPS loses my returning items. Apple makes it right.

[satchmo]

So I initiated a return for a HomePod mini and AW. Printed the label and dropped off at my local UPS store.
A week later, tracking shows it’s still waiting to be picked up.

I revisit the UPS store, and they tell me they don’t have it. They clear out all packages each day and to call UPS directly.
UPS says they don’t have any record of it being scanned into their system. They send me an email to start a UPS investigation.

Unfortunately I didn’t take a photo of the return label which would have had the original tracking number.
I tried to reprint the label but it automatically generates a new label and tracking number not the original.

I call Apple support to explain the situation. The woman takes all the info and says Apple will start an investigation. She reassures me their team is equipped to handle this and not to worry. Expect an email update in 48 hours.

Five minutes later, Apple Support calls me. The gentleman gets a few more details i.e UPS store address and then says they are refunding me my money and not to worry about it. They will handle it from here.
Wow. Now that’s customer service! This took a huge relief off my mind.

The problem with UPS stores is that they don’t scan the package immediately they receive it. They stack up all the packages in a corner and only gets scanned by the driver who comes to pick it up. So anyone who works at the store or even the driver could ’lose’ a package and I would have no recourse. If it isn’t scanned, UPS assumes it wasn’t dropped off.

 

[jz0309]

So I initiated a return for a HomePod mini and AW. Printed the label and dropped off at my local UPS store.
A week later, tracking shows it’s still waiting to be picked up.

I revisit the UPS store, and they tell me they don’t have it. They clear out all packages each day and to call UPS directly.
UPS says they don’t have any record of it being scanned into their system. They send me an email to start a UPS investigation.

Unfortunately I didn’t take a photo of the return label which would have had the original tracking number.
I tried to reprint the label but it automatically generates a new label and tracking number not the original.

I call Apple support to explain the situation. The woman takes all the info and says Apple will start an investigation. She reassures me their team is equipped to handle this and not to worry. Expect an email update in 48 hours.

Five minutes later, Apple Support calls me. The gentleman gets a few more details i.e UPS store address and then says they are refunding me my money and not to worry about it. They will handle it from here.
Wow. Now that’s customer service! This took a huge relief off my mind.

The problem with UPS stores is that they don’t scan the package immediately they receive it. They stack up all the packages in a corner and only gets scanned by the driver who comes to pick it up. So anyone who works at the store or even the driver could ’lose’ a package and I would have no recourse. If it isn’t scanned, UPS assumes it wasn’t dropped off.

Good to hear that they took care of you.
Whenever I drop a package off at my local UPS store, they always scan it in right away and give me a printed confirmation, and on the tracking site it states “dropped off”. Not sure what your store is doing but I suggest you start asking them to scan and print that receipt.

 

[Alpha Centauri]

@satchmo only way I've ever seen/ done it. Packaged dropped off, card with tracking number immediately given to the customer. What proof is there otherwise you've even handed an item to UPS.

 

[laptech]

Personally I do not think we are being told the whole story here because we are being led to believe the OP has no proof what so ever that a label was printed which would have tracking number/returns number/some sort of number to indicate a returns has been requested but the OP has none of that, not even an automated email response from UPS indicating a returns has been requested.

 

[satchmo]

@satchmo only way I've ever seen/ done it. Packaged dropped off, card with tracking number immediately given to the customer. What proof is there otherwise you've even handed an item to UPS.

This was why I was so stressed. And I said as much to Apple Support concerned they would take UPS’ side.

The UPS store I dropped it off to has an official logo and signage. But it’s kind of a mom and pop store that also offers photocopying, stationary and mailbox services. I’m guessing it’s simply a holding place for drop offs and not a true UPS depot. When I went back to inquire about the whereabouts of the package, the lady at the store said they have nothing to do UPS. And that the driver scans the packages. I will certainly not be using this place again.

Personally I do not think we are being told the whole story here because we are being led to believe the OP has no proof what so ever that a label was printed which would have tracking number/returns number/some sort of number to indicate a returns has been requested but the OP has none of that, not even an automated email response from UPS indicating a returns has been requested.

Without having that original tracking number, yes, it is my word against theirs.
UPS should been able to see a label was generated on that date. But the agent did not have access to that...which was why she opened an investigation.

However, even with a tracking number, if the label doesn’t get scanned the package doesn’t exist.
My guess is it probably never was scanned. Someone at the store misplaces it or the driver loses it.

As I said, my mistake was not taking a photo (which i normally do), of the package/label before dropping it off.
Moving forward, I’ll be sure to ask for a receipt, and/or have it scanned upon dropoff.

 

[satchmo]

Good to hear that they took care of you.
Whenever I drop a package off at my local UPS store, they always scan it in right away and give me a printed confirmation, and on the tracking site it states “dropped off”. Not sure what your store is doing but I suggest you start asking them to scan and print that receipt.

Thanks. And yes, I will do that in the future for sure.

 

[wonderings]

Personally I do not think we are being told the whole story here because we are being led to believe the OP has no proof what so ever that a label was printed which would have tracking number/returns number/some sort of number to indicate a returns has been requested but the OP has none of that, not even an automated email response from UPS indicating a returns has been requested.

I can initiate a return and even make a label, that is still not proof that it has been sent out. I am surprised UPS would accept a package and not give you any receipt of any kind. Without this they basically have free rain to just say "no we never received it" and unless you have photo proof it is your word agains theirs. It should be scanned into their system immediately and the sender given a receipt to prove it was indeed dropped off, for this very reason.

 

[Joe The Dragon]

I can initiate a return and even make a label, that is still not proof that it has been sent out. I am surprised UPS would accept a package and not give you any receipt of any kind. Without this they basically have free rain to just say "no we never received it" and unless you have photo proof it is your word agains theirs. It should be scanned into their system immediately and the sender given a receipt to prove it was indeed dropped off, for this very reason.

UPS stores are not UPS they are franchised and alot of them used to be Mail Boxes Etc.

fedex stores ARE NOT franchised

 

[wonderings]

UPS stores are not UPS they are franchised and alot of them used to be Mail Boxes Etc.

fedex stores ARE NOT franchised

Not sure what franchised or not would have to do with it. Should be demanded from UPS HQ and made standard operating procedure. Sounds like chaos to just leave that all to be done later with no record of it actually entering the building.

 

[laptech]

I have never used UPS therefore do not know who the system works. So my question is, how is a UPS label generated? do you have to have a UPS account where you have to logon to the system to generate a label?

 

[satchmo]

I have never used UPS therefore do not know who the system works. So my question is, how is a UPS label generated? do you have to have a UPS account where you have to logon to the system to generate a label?

No account is required.
When returning an item to Apple, they provide a link, which generates a PDF label with a tracking number (which comes from UPS).

 

[satchmo]

Not sure what franchised or not would have to do with it. Should be demanded from UPS HQ and made standard operating procedure. Sounds like chaos to just leave that all to be done later with no record of it actually entering the building.

I agree there needs to be better protocol around this. Apple support said they will be in contact with UPS to locate the missing package.

As they asked for the location of the UPS store, perhaps they will enact stricter procedures with both franchised and corporate stores when accepting packages.

This certainly would help stop theft by franchised stores who have little or no affiliation with UPS.

 

[laptech]

I agree there needs to be better protocol around this. Apple support said they will be in contact with UPS to locate the missing package.

As they asked for the location of the UPS store, perhaps they will enact stricter procedures with both franchised and corporate stores when accepting packages.

This certainly would help stop theft by franchised stores who have little or no affiliation with UPS.

The problem with this system is that it's all based on trust, in business it's known as the 'trust system'. Trust that the store owner will take care of the packages once members of the public drop off the packages at their store and trust that the courier will pick them up and scan them into the system to show that they have been picked up. It is far to easy for the store owner to say a package was not dropped off (store owner steals package) and far to easy for the courier driver to say there was no package to scan (driver steals package). It is then up to the customer to prove they dropped off the package. The 'trust system' has always been open to abuse because far too many companies believe store owners and courier drivers would not steal.

 

[- rob -]

Glad this worked out but all you need to do in the future is wait in line and tell them you need a receipt showing they’ve received the item.

They will scan it, give you the receipt and tell you that you’re all done.

They are required to do this, the stack of boxes is just a customer convenience. It should never be used for high dollar figure returns.

 

[jav6454]

So I initiated a return for a HomePod mini and AW. Printed the label and dropped off at my local UPS store.
A week later, tracking shows it’s still waiting to be picked up.

I revisit the UPS store, and they tell me they don’t have it. They clear out all packages each day and to call UPS directly.
UPS says they don’t have any record of it being scanned into their system. They send me an email to start a UPS investigation.

Unfortunately I didn’t take a photo of the return label which would have had the original tracking number.
I tried to reprint the label but it automatically generates a new label and tracking number not the original.

I call Apple support to explain the situation. The woman takes all the info and says Apple will start an investigation. She reassures me their team is equipped to handle this and not to worry. Expect an email update in 48 hours.

Five minutes later, Apple Support calls me. The gentleman gets a few more details i.e UPS store address and then says they are refunding me my money and not to worry about it. They will handle it from here.
Wow. Now that’s customer service! This took a huge relief off my mind.

The problem with UPS stores is that they don’t scan the package immediately they receive it. They stack up all the packages in a corner and only gets scanned by the driver who comes to pick it up. So anyone who works at the store or even the driver could ’lose’ a package and I would have no recourse. If it isn’t scanned, UPS assumes it wasn’t dropped off.

I worked in a stockroom for my university during college years, and the one thing I learned was to always document receiving or sending anything. In essence, never trust mail delivery so blindly.