Amazon and UPS has lost my One full pallet of Goods
Dear All,
This is my first post in the last ten years; usually, if it is for a few hundred pounds, I will digest it and don’t bother to waste the time of anyone.
I booked shipment with ref: FBA15GS0DS8S on 18th March for collection ready on 21st March from wholesaler A. Amazon sent me a shipment confirmation email that it has assigned the courier, and my shipment will collect on 21st from Wholesaler A.
UPS did not collect the shipment on 21st March, and I gave them one week, but when I contacted UPS, they said we went there, and the shipment was not ready; I asked them where they went, and they went to wholesaler B from where they collected my last shipment. UPS opened tickets, and I told them why you sent the driver to wholesaler B when I had booked collection from wholesaler A I told them, please send the driver to wholesaler A, I also told them please check which address I had given Amazon to for shipment collection which is wholesaler A, therefore please send the driver to wholesaler A. Still, UPS keep sending the driver to wholesaler B.
On 2nd April, I got a call from wholesaler A that when UPS would come to collect the pallets, I contacted UPS, and they told me please confirm the pallets are not collected; I went to wholesaler A and physical checks that two pallets were still there. I contacted UPS again and told them the pallets were still there. They told me they had collected something from wholesaler A. I asked them to send me the pictures, and upon checking, I found out UPS driver again went to wholesaler B and collected one of my pallets which was not for Amazon FBA; that pallet was not prepared (no product label and outer box and pallet label), it was for another courier to pick up. I requested UPS to return this pallet and collect the two pallets from the original address, wholesaler A, which I booked on Amazon when I created the shipment. On 4th April, they finally sent the driver to wholesaler A and collected those two pallets.
Now the misery started at UPS when I asked them to return my pallet to me, and after two weeks, they replied to me.
“Hi, please accept my sincere apologies for the delays, we have been awaiting information from our Derby depot regarding the returns of this. However, this pallet had been delivered in before we could get it returned by ourselves. There has been a case raised with Amazon regarding this pallet and we will advise of their outcome ASAP. Case no. 8651740832 - If you advise seller central of this they can advise. Please be advised, UPS have now exhausted all options regarding this matter, as you are an Amazon FBA customer this now must go to Amazon for further assistance. Once goods have been accepted into Amazon, UPS have no visibility/control over goods. If you wish to raise a claim for this pallet, please inform Amazon. POD for the two correct pallets should be attached to ticket closing email. Thank you.”
I created a case with Amazon, and after another two weeks of misery, Amazon said they had only received two pallets on the shipment and had not received the extra pallet.
UPS has provided me with both the POD for two pallets ( wholesaler A) and one pallet ( Wholesaler B) delivered to Amazon.
I have provided all the POD and proof to Amazon but the same COPY PASTE response from the Amazon team.
Thanks for reading the long post but any suggestions on how to resolve this case with Amazon?
Amazon and UPS has lost my One full pallet of Goods
Dear All,
This is my first post in the last ten years; usually, if it is for a few hundred pounds, I will digest it and don’t bother to waste the time of anyone.
I booked shipment with ref: FBA15GS0DS8S on 18th March for collection ready on 21st March from wholesaler A. Amazon sent me a shipment confirmation email that it has assigned the courier, and my shipment will collect on 21st from Wholesaler A.
UPS did not collect the shipment on 21st March, and I gave them one week, but when I contacted UPS, they said we went there, and the shipment was not ready; I asked them where they went, and they went to wholesaler B from where they collected my last shipment. UPS opened tickets, and I told them why you sent the driver to wholesaler B when I had booked collection from wholesaler A I told them, please send the driver to wholesaler A, I also told them please check which address I had given Amazon to for shipment collection which is wholesaler A, therefore please send the driver to wholesaler A. Still, UPS keep sending the driver to wholesaler B.
On 2nd April, I got a call from wholesaler A that when UPS would come to collect the pallets, I contacted UPS, and they told me please confirm the pallets are not collected; I went to wholesaler A and physical checks that two pallets were still there. I contacted UPS again and told them the pallets were still there. They told me they had collected something from wholesaler A. I asked them to send me the pictures, and upon checking, I found out UPS driver again went to wholesaler B and collected one of my pallets which was not for Amazon FBA; that pallet was not prepared (no product label and outer box and pallet label), it was for another courier to pick up. I requested UPS to return this pallet and collect the two pallets from the original address, wholesaler A, which I booked on Amazon when I created the shipment. On 4th April, they finally sent the driver to wholesaler A and collected those two pallets.
Now the misery started at UPS when I asked them to return my pallet to me, and after two weeks, they replied to me.
“Hi, please accept my sincere apologies for the delays, we have been awaiting information from our Derby depot regarding the returns of this. However, this pallet had been delivered in before we could get it returned by ourselves. There has been a case raised with Amazon regarding this pallet and we will advise of their outcome ASAP. Case no. 8651740832 - If you advise seller central of this they can advise. Please be advised, UPS have now exhausted all options regarding this matter, as you are an Amazon FBA customer this now must go to Amazon for further assistance. Once goods have been accepted into Amazon, UPS have no visibility/control over goods. If you wish to raise a claim for this pallet, please inform Amazon. POD for the two correct pallets should be attached to ticket closing email. Thank you.”
I created a case with Amazon, and after another two weeks of misery, Amazon said they had only received two pallets on the shipment and had not received the extra pallet.
UPS has provided me with both the POD for two pallets ( wholesaler A) and one pallet ( Wholesaler B) delivered to Amazon.
I have provided all the POD and proof to Amazon but the same COPY PASTE response from the Amazon team.
Thanks for reading the long post but any suggestions on how to resolve this case with Amazon?
53 replies
Seller_7VbclcPFFRTnc
Are you 100% sure your wholesalers didn’t mislabel the pallet in the first place ?
Seller_qZO3ZCjoBXEeL
Based on what you have written I would suggest writing to the MD office informing them that they have 14 calendar days to perform investigations and confirm that your goods are being returned or that the next communication will be informing them of your intent to take them to small claims court for the losses involved in their (Amazon’s) negligent actions by their service provider - UPS.
Do you have an inventory and supporting invoices for the goods that were on the mis-collected pallet?
Seller_NoMNQDGnEW5Bx
I would have thought the issue lies solely with UPS, they have collected a parcel not addressed to Amazon from an address they weren’t meant to go to and delivered it to essentially a random address.
I get that Amazon should be returning the pallet but essentially the fault has to be UPS
Seller_NoMNQDGnEW5Bx
Well I was assuming that what the OP said was right but then I dont get why they would go a random different place to collect something.
Seller_0msMReDTskp1Y
Where are the UPS labels for this pallet coming from? The wholesaler or are UPS bringing them? It sounds like a cock-up between the wholesaler (for releasing the pallet incorrectly) and UPS (for collecting the wrong pallet from the wrong address).
I can’t see you having much joy getting Amazon to take any responsibility at all for this.
Seller_LfNOwXVRVIZGm
In my opinion its UPS fault and they are now blaming amazon for lost of the pallet or in other words they are saying we have messed up but now you go on and sort our mess and ask amazon to look into this for you.
If I was you I will not allow UPS to us the option of you sorting this out with amazon, they are the one who has lost the pallet and they should be the one dealing with amazon not you.
Seller_iwM1RTw2yOYor
Here is what I would do.
Firstly STOP blaming Amazon and UPS and be ready to own the mistake. Accept responsibility for the fact that your supply chain has problems.
Here is what I would do now. I would sit down and write a POA (Plan of action)
1, Indentify the root cause of the problem (Accept responsibility DO NOT BLAME Amazon or UPS) It was your error! Your supply chain is the problem.
2, Steps you have taken to resolve the root cause of the problem.
3, Detail steps you are taking to ensure the situation does not happen again
4, timeframe to implementation of previous steps.
I would then contact seller support Fulfillment by Amazon department, Explain what has happened in detail, attach your Plan of action and (ask them politely) to understand that you have made a mistake and ask hem to contact the fulfillment centre manager and locate the pallet that will now be sitting in a special bay for unlabelled inbound shipments. I would also offer to collect that pallet from Amazon if at all possible.
You have to remember this is not really UPS or Amazon’s fault, sure UPS messed about but you should have liased with your wholesalers and let them know of a potential problem, especially if you had other pallets waiting to be collected and taken to other suppliers. Maybe you should keep a closer eye on your operations and rely less on other people. Again, Amazon will not accept the blame for this as it is your responsibility to ensure the correct pallet is sent to their warehouse, not theirs.
Keywords “Own the situation, take responsibility”
And stop posting blame all over Amazon’s forums
PS and please ignore all those people who would advide you to threaten Amazon with the small claims court, it is completely ridiculous to think that Amazon are to blame in any way.
Seller_LfNOwXVRVIZGm
I think base of the issue is that UPS collected the wrong pallet and they did the mistake end of story, they cant just walk away saying we have delivered the unit to amazon and asking you to sort it out now, its UPS error they should be the one looking into this and liaising with amazon
Seller_l78koE9kGCu59
You’ve gotta love it when the only person helping you comes out with a sentence like this!
Seller_3u63TG7fpfnG6
they lost a box of mine in April they have until tomorrow then an email to the CEO
I suggest everyone does the same if they have not got enough staff it need fixing
