I wish to raise a complaint on behalf of the consignee, US Ringbinder LP, 6800 Arsenal Street, St Louis, MO 63139, USA, who sent a package to this company through UPS on the 22 Jun 11. The Tracking No. was 1Z6663500476847649. The consignment apparently arrived in Bangalore on 25/26 Jun but had not been delivered till 4:45 pm on 04 Jul 2011.

On 27 Jun 11, I had got a call from somebody in the UPS to inform me that the package in question had arrived but since the consignee address given for delivery was located outside city limits, they would be sending the package through their affiliated courier services. I had then requested the caller to change the delivery address to our city office at Koramangala, to obviate the delay in delivering the package. The UPS representative noted our city office address and confirmed that the delivery would be made on the same day in the evening. No delivery was, however, made for the next 7days!

When I called up the operations personnel at the UPS office in Bangalore on 04 Jul 11 at 4:15 pm to ascertain the whereabouts of the long overdue package, I was told that the package had been given to an affiliated courier service to deliver. When I told him that I had made a request on 27 Jun 11 to deliver the package at our Koramangala office address, he said that their system did not reflect any such change in delivery address. He then told me that I should speak to a Prashant who was supposed to deliver the package. When I spoke to Prashant at around 4:25 pm he said that the consignee address being outside city limits he needed the directions to come there. When I told him that I had requested for the delivery to be made at our Koramangala office he said that he would check and that I should call him back after 10 minutes. He did not seek the office address though!! At around 4:35 I got a call from somebody else from UPS saying that he was in the general area of our office and he wanted directions to the office. At 4:45 pm, I got a call from our office that the package had just been delivered.
Clearly, the UPS sat on the delivery for more than a week. It took 3 days for the package to arrive at the Bangalore hub from the US and 7 to 8 days for effecting delivery within Bangalore.
I do hope this feedback will help in plugging loopholes that a reputed international courier service like UPS can ill afford to overlook. The UPS does not even have a provision for lodging a complaint on its website !!

Vikram Raghavan
For Pinnacle Ring Binder India Pvt Ltd