What to Do if Your Package Didn't Arrive for Christmas
Here's what you can do if you were the victim of a Christmas business blunder.
Dec. 26, 2013— -- intro: People without power and packages on Christmas could only gripe through cyberspace, but companies are trying to make amends for disrupted service.
Here's how you might be able to get at least some of your money back if you didn't receive your Christmas packages on time.
quicklist: title: UPStext:
United Parcel Service, the nation's largest package carrier, said it failed to deliver all packages to consumers by Christmas Eve, leading to trending hashtags #UPSdelays and #UPSfail on Twitter by Christmas. Customers complained about not getting their Christmas ham in time and other disappointments.
Customers who were supposed to have packages delivered using UPS' air or international services may be eligible for refunds by calling 1-800-Pick-UPS, according to UPS spokeswoman Natalie Godwin. There is no guarantee for packages via ground services.
Godwin said, "We expect nearly all delayed packages to be delivered today. We are making every effort to have all packages."
"UPS apologizes to those customers whose packages were delayed. Our drivers are out making deliveries and pickups today," a spokesman said, explaining that the "volume of air packages in our system exceeded the capacity of our network as demand was much greater than the forecast."
Read More: UPS Overload Leaves Miffed Customers Short of Presents, Mealsquicklist: title: Amazontext:
Amazon is trying to prove its customer service is indeed up to scratch by offering customers who didn't get their new Kindle or book in time $20 gift cards. "We refunded any shipping charges associated with impacted shipments in addition to a $20 gift card," said Mary Osako, an Amazon spokeswoman.
"Amazon fulfillment centers processed and tendered customer orders to delivery carriers on time for holiday delivery," the company said in a statement. "We are reviewing the performance of the delivery carriers."
Read More: Retailers Counting on After Christmas Sales to Escape Doldrums
quicklist: title: FedExtext: FedEx, which was also overwhelmed by the last-minute shipping volume and weather delays, said it is dealing with affected customers on an individual basis. In response to the question of when delayed packages will be delivered, FedEx said, "We are fully operational, and our team members are working to deliver packages as quickly as possible."
"Our 300,000 team members delivered outstanding service during this holiday season, and we experienced no major service disruptions in the week before Christmas despite heavy volume. Every single package is important to us, and we will continue to work directly with customers to address any isolated incidents," the company said in a statement.
Its website says that the "FedEx' money-back guarantee can be "suspended or revoked at our sole discretion without prior notice to you. We will, at our option, and upon request, either refund or credit to the applicable invoice only your transportation charges if we deliver a shipment 60 seconds or more after the applicable delivery commitment time. Offer void where prohibited by law."
quicklist:title: Kohl'stext: Department store Kohl's said that it was covering the cost of all items not delivered in time for Christmas.
"We are deeply sorry for disappointing our customers expecting delivery in time for Christmas," Kohl's said in a statement through a spokeswoman. "Although a limited number were impacted, we take each customer experience seriously. We have contacted those affected and Kohl's will fully cover the cost of all items not delivered on time."
