domsdad,
There are several types of "tracking events" that aren't explained or noted when you see them on ups.com. What the Delivery Center may have been referencing is called a "logical scan", meaning that the package should have been there.
Unfortunately, if someone at an earlier point in the process mis-sorted the package, it would have gone to an incorrect destination even though it showed to you that it arrived and was out for delivery.
I realize that may not make sense, but it makes a lot of sense internally (fewer actual scans saves time and money), especially since our on-time delivery exceeds 99% (better than any of our competition). What compounded the problem, though, was that if such a scenario occurred, we should have provided another "physical" scan noting an exception ("mis-routed") so that you knew the correct status of your shipment.
None of this matters, though, since we failed to deliver on our commitment. I fully understand your dissappointment with us. I would share the same frustration if something I expected for one of my children failed to arrive (when it was expected to be there).
On behalf of UPS, I'd like to apologize to you and your son for our shortfall. Yours is not the customer experience we strive for.
I'd also like to apologize for some of the negativity displayed in some of the responses to your problem. Unfortunately, those responders chose to take out their personal frustrations on you. We have the best people in the delivery industry, but we don't always recognize them for the asset they are to us (which leads to frustration and negativity - we need to do better by them).
Thank you for taking time to provide feedback to UPS. Alot of us do take time to listen (and learn). If you choose to give us another opportunity in the future, my hope is that it has a better outcome.
Have a wonderful New Year!
When asked for a reason from the centre manager, he'll say "mis sort *shrug*" then walk away. You're entitled to a refund, obviously.
