posted on Apr, 29 2014 @ 10:48 AM
Swanson Vitamins customer service tells me they have to "investigate" my order being lost in transit. This will take several more days, this after I
have already waited for the shipment and after I had to wait for my package to be declared lost by U.P.S.
I asked the Swanson Vitamins customer rep: "What more needs to be investigated? U.P.S. admits that the package was lost. You have the U.P.S. tracking
number; you can check the tracking webpage of U.P.S. As a large U.P.S. shipper you should know their policies!"
Here's the background information: the U.P.S. tracking webpage originally stated a delivery date of Friday, April 25, 2014 and everything seemed to
be normal until that morning when I stayed home awaiting the shipment. The latest tracking report on the U.P.S. webpage showed that the last tracking
update was the previous evening indicating the package arrived at a U.P.S. hub more than 175 miles from here. The tracking webpage should have stated
"Out for Delivery" as usual, but I am well aware that sometimes updated tracking information of U.P.S. is delayed.
I did not get a knock on my door by 11 A.M. as was typically the case, so I went to the apartment complex welcome center where delivery men sometimes
leave packages. On the way, I encountered the U.P.S. delivery man, and I asked him about my expected package. He said that he didn't have it. I told
him about the latest tracking information, and that, if accurate, it would mean that my package was at the distribution hub for about 17 hours,
meaning overnight. He said nothing stays overnight at the hub. Things go in and they swiftly go out. I asked if he or someone else from U.P.S. would
make a second round of deliveries that day, and he said, "No."
So, I called U.P.S. customer service, and I was advised that if the is no delivery as projected and there is no tracking update on their website for
the package for 24 hours, then it is assumed lost. Swanson Vitamins should be well aware of this policy. The U.P.S. customer service rep told me to
wait until Saturday at which time I could file a claim with them or with Swanson Vitamins.
On Saturday, I called Swanson Vitamins and requested a replacement package and an email notification with tracking number of the replacement
By late Monday afternoon, now four days with no tracking update, I received no email notification, so I used Swanson Vitamins chat feature to
communicate with their customer service, and the dialogue noted above transpired.
I also said: "Look, I never before requested a replacement shipment, but I know someone who has, and twice he got replacements pronto by simply
requesting them, these being from Rachel Ray and Mayfair."
All that I got back from Swanson Vitamins was: "This is company policy; we have to investigate; there's nothing more that I can do; it will take
several days; you have to wait."
Why can't they just charge back the cost of the lost goods to U.P.S. which is admitting that the package is lost and just send me a replacement
PRONTO like other vendors.
I no longer have any confidence in Swanson Vitamins. There were many other times when I placed orders with them that far exceeded in value the order
in question here. I don't think that I could ever put my money at risk again with this company.
You know what? I was thinking about placing a $200 order with another vendor for other things, but now I think that I will cancel my plans. I don't
need these headaches.
Latest update: Tuesday 4/29/2014 morning: the U.P.S. tracking webpage went from "In Transit, scheduled delivery information is not available at this
time. Please check back later," to "Delay, scheduled delivery information is not available at this time. Please check back later. Last location:
Williamsport, PA, United States, Tuesday, 04/29/2014."
The more detailed tracking information has a time stamp for this update as 4/29/2014, 9:10AM with a notation of "A UPS error has delayed delivery.
You should expect at least one business day delay."
Huh? Williamsport?? Williamsport is 85 miles away from the other side of the point of origin and in the opposite direction of all the other tracking
information, and 1,200 miles away from the original destination. Go figure.
If someone in the audience is more in-the-know about the ins and outs of how Swanson Vitamins and U.P.S. operate, the please offer some expert
insight. Thank you.