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  1. #1
    Join Date
    Aug 2010
    Posts
    5

    Angry UPS Lost My Passport and Visa

    My question involves a consumer law issue in the State of: IL

    I purchased a return envelop from UPS store. My husband went to Chinese Consulate in Chicago to apply the visa for himself and my son in Aug 4. My husband and my son's passports and visa would be shipped back to us by using this UPS envelop. From the tracking information, the package was shipped in Aug 9 and delivered in Aug 10.

    First, the UPS store get my address wrong. My address would be 709***, but they print out as 809 ***. 809 is just in the block, so I went there to ask if they received a UPS package last week. They didn't. And the lady told us she is usually home. But nothing came from UPS.

    So my husband and my son's passports and visa were lost. I called the UPS store, they're not really helpful and don't care. I finally pushed the store to file the investigation today. But when I call the ups 1-800 number tonight, they told me nothing was filed. Even if they start the investigation, it takes 7-10 days. The UPS doesn't care, they response slowly, sometimes no response.

    I am sure they lost our passports and visa. We are going to travel next month. Now we have to report the lost passport and reapply the new ones, then reapply the visa. To make sure we get our passport and visa on time, it will cost about $800.

    What I worry the most are the passport and visa. We don't know who has our passport and visa. That drives me nuts.

    Is there anything I can do to make the UPS take this seriously? Can I sue them? Can anyone give me some advice? Thanks a lot.

  2. #2
    Join Date
    Jan 2010
    Location
    New Jersey
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    3,666

    Default Re: Ups Lost My Passport and Visa

    I have shipped goods from a UPS store and the first thing they do when they print the shipping label is hand me the shipping label and tell me to confirm that all the information on the label is correct before they place the label on the package.

    Did you double check the shipping label for the addressee and return address?

  3. #3
    Join Date
    Mar 2009
    Location
    LA LA Land
    Posts
    9,170

    Default Re: Ups Lost My Passport and Visa

    Quote Quoting Who'sThatGuy
    View Post
    I have shipped goods from a UPS store and the first thing they do when they print the shipping label is hand me the shipping label and tell me to confirm that all the information on the label is correct before they place the label on the package.

    Did you double check the shipping label for the addressee and return address?
    I concur....

    Most, if not all UPS Stores are franchises that don't have much to do with the actual physical aspect of the shipping/delivery process... Yes, the carry the UPS name and will receive packages (which are later picked up by a UPS truck) but most stores will refer you to the corporate 800 number for tracking/missing package information. THAT, is who you need to contact to have your documents tracked.

  4. #4
    Join Date
    Jan 2010
    Location
    New Jersey
    Posts
    3,666

    Default Re: Ups Lost My Passport and Visa

    Correct, but the OP stated that she lived at 709 and that the UPS Store had wrote the shipping label to be sent to 809, this is why the envelope was miss-delivered.

    When you ship at a UPS store you write all the information for the package on a form, the UPS store employee then adds that information that you wrote on the form to a computerized shipping label. The UPS Store employee then hands you the shipping label before placing the label on a package so the customer can confirm its addressee and return address for accuracy.

    So United Parcel Service really has nothing to do with this, UPS got the package to its destination. Its the UPS store that miss-typed the information on the shipping label.

    Can the UPS Store be held liable for this issue even though they asked the customer to double check the shipping information, that's what we need to know.

    What I would do is call UPS and see if they can track the package, even though it was addressed to 809 Main Street Anytown USA the UPS driver would still have to confirm a name on the shipping label. If the UPS driver is familiar with 809 Main street and knows that Jane Doe doesn't live there he will not deliver the package.

  5. #5
    Join Date
    Mar 2009
    Location
    LA LA Land
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    Default Re: Ups Lost My Passport and Visa

    Quote Quoting Who'sThatGuy
    View Post
    Correct, but the OP stated that she lived at 709 and that the UPS Store had wrote the shipping label to be sent to 809, this is why the envelope was miss-delivered.

    When you ship at a UPS store you write all the information for the package on a form, the UPS store employee then adds that information that you wrote on the form to a computerized shipping label. The UPS Store employee then hands you the shipping label before placing the label on a package so the customer can confirm its addressee and return address for accuracy.

    So United Parcel Service really has nothing to do with this, UPS got the package to its destination. Its the UPS store that miss-typed the information on the shipping label.

    Can the UPS Store be held liable for this issue even though they asked the customer to double check the shipping information, that's what we need to know.

    What I would do is call UPS and see if they can track the package, even though it was addressed to 809 Main Street Anytown USA the UPS driver would still have to confirm a name on the shipping label.
    I'm with you on all of the above....

    The OP seems frustrated by the lack of action by the UPS STORE employee(s) she's been in contact with and my point is that they typically do not handle the problem that the OP is facing. Typically, they refer customers to the corporate 800 number which is where she needs to direct her inquiry.

    Quote Quoting Who'sThatGuy
    View Post
    If the UPS driver is familiar with 809 Main street and knows that Jane Doe doesn't live there he will not deliver the package.
    I wonder if its possible that the package was returned to the sender (i.e. the Chinese Chinese Consulate in Chicago) due to the bad address!!!

  6. #6
    Join Date
    Aug 2010
    Posts
    5

    Default Re: Ups Lost My Passport and Visa

    Thanks for all the replies.

    The key here is 809 didn't receive the package. They're my neighbour, I and my husband both went talk to them, they look outside the house around, still didn't find anything.

    I did contact the 800 number. But they said the store has to call to place a tracer. The guy at UPS store didn't place the tracer, but told me he did. I put a tracer last night, but they told me they can't do nothing until the store call. So I just went to the store and talked to the owner(not the guy I talked to before.) He called and try to place a tracer.
    But the 800 number said what they can do is to call the 809 and see if they receive the package. And they did. So they told there is nothing they can do if 809 didn't receive anything. They said they cannot put a claim on it, because the package is shipped to the shipping address.

    I asked them if the package was shipped to the shipping address, why 809 didn't receive anything. They said their record show it was delivered, so they're not responsible for that even 809 didn't receive it.

    The address is from two years ago. I applied for the visa 2 years and got a self-addressed envelop at UPS store too. They typed the wrong address, but that time, I caught and changed it. They didn't change in their system. This time, when I went there, they have my information in the system and print out the tab directly. I didn't check carefully enough and thought they would have my correct information in the system.

    I already file a complaint with BBB for this situation, request the cooperation of USP and the reimbursement of the expenses related to reapplication for passports and visa by using expedited service. But don't know what they can do for this.

    Meanwhile, I have to report the lost passports and use expedited service to reapply the new ones, then reapply for new visas. That will cost about $1,000 to redo all these.

    I was so upset this afternoon at the UPS store when the girl told me on the phone that they can't do nothing and can't put the claim for it, it is just lost. There are a couple people in the store. I look at these people and told them UPS just lost my passport and visa. The girl heard that on the phone and the owner of the store heard that too, so they finally put in a tracer for me. But I double what they will anything else besides call 809, and I double they will issue a claim for me.

  7. #7
    Join Date
    Jan 2010
    Location
    New Jersey
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    Default Re: Ups Lost My Passport and Visa

    Quote Quoting That Guy
    View Post


    I wonder if its possible that the package was returned to the sender (i.e. the Chinese Chinese Consulate in Chicago) due to the bad address!!!
    Most likely that is what happen.

  8. #8
    Join Date
    Aug 2010
    Posts
    5

    Default Re: Ups Lost My Passport and Visa

    The shipping address and receive address are both 809. There is no address on the envelop for Chinese Consulate in Chicago.

    But I will call the consulate Monday to check anyway, thanks for advice

  9. #9
    Join Date
    Aug 2010
    Posts
    5

    Default Re: Ups Lost My Passport and Visa

    809 has no number outside their house. I doubt if the driver go to the wrong house or maybe go to 809 on other street.

  10. #10
    Join Date
    Mar 2009
    Location
    LA LA Land
    Posts
    9,170

    Default Re: Ups Lost My Passport and Visa

    Quote Quoting shpl
    View Post
    I already file a complaint with BBB for this situation, request the cooperation of USP and the reimbursement of the expenses related to reapplication for passports and visa by using expedited service. But don't know what they can do for this.
    I'm not sure what the BBB can do for you in this case... In all honesty, I believe that it was your error (YOU provided them 2 wrong addresses (sender/addressee)) on the envelope that caused the delayed delivery...

    Should they have instructed you to verify the address(es)? Yes... Although, ultimately, the responsibility of writing in the correct address(es) and verifying their accuracy is YOURS. (Especially considering that this same problem has happened before).

    With that being said, and assuming that the resident @ 809 did not receive anything, it is highly likely that your package will eventually be located now that a tracer has been placed. Give it some time.

    Just my 2 cents... Good luck!

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