Ashland Leather thumbs up

Does UPS tracking show the package as "delivered"? If it does you have little recourse, although you can try getting the GPS info when it was scanned delivered...
 
So that's interesting as well. The UPS driver came by twice, talked to my neighbors on either side of me and on the 2nd trip asked my wife to sign something saying the package was never delivered. This morning I get an update saying the claim was closed with proof of delivery. I'm kind of scared to use UPS now. What if this was an expensive knife, I would really be upset.
 
I'd file a claim with the credit card company as well...and also elevate the matter with UPS. There are unresolved issues...or at least improperly resolved issues based upon the information supplied. It shouldn't be swept under the rug.
 
Panerai424 said:
I wanted to give a little warning to others on the forums who may be considering an Ashland Leather purchase.

I purchased a wallet ($242) on the Ashland Leather website on 12/4 and it was scheduled to be delivered on 12/7 (no signature required). The wallet never arrived even though I had other deliveries that day that arrived as expected from other companies. I reached out to Ashland Leather and Matt Kalas responded saying to give it a few days that he’s seen before where UPS says something is delivered and then it comes a day later. I waited several days and no wallet. I had numerous back and forth emails with Matt and requested on 12/11 that I just be refunded. On 12/12 I had not hear back so I ended up calling and speaking to Matt directly. I explained I was unhappy with the experience and would rather just have my money refunded at this point. Matt agreed and I thought things were settled. On 12/14 I did see a pending refund in my account but when I balanced my account this morning it was gone. I reached out to Matt over e-mail and left a message with no response. I found the original order tracking information and decided to see if there was an update to the claim Matt had filed with UPS. To my surprise UPS now says claim closed proof of delivery, yet there is no proof of delivery because it was never delivered. So my guess is UPS decided lie and then Ashland Leather (Matt) decided to pull back the refund. Now I’m out the wallet and my money with no recourse.

A little about me, I’m an architect and I make a decent living. I have no need or desire to lie or steal a $242 wallet. I’m insulted that it’s come to this and I thought Ashland Leather was a better company than this. I have filed a complaint with the BBB. It’s no longer about the money, it’s the principle of the matter.

Hopefully I save someone else from this same non-sense.
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A couple of things here:
1) If UPS "decided" to lie then your quarrel is with them, right? What do you want Matt to do if the item shows delivered? It's your word against UPS
2) Have you seen the actual proof of delivery? If so, is it your actual house (they typically take a picture or get a signature)? It could have easily been delivered to the wrong address or stolen by a porch pirate
3) It's been a literal day since the last update (12/14). To me, it would be far more reasonable to work this out with Ashland / UPS before posting here
4) If all else fails, maybe call Ashland again and see what they come up with

To me, it seems like Ashland did the right thing and were responsive. It's only after UPS told them the wallet was delivered that they took an action you didn't like. You can see how they might think this to be a false claim or that the item was, in fact, delivered.

Panerai424 said:
So that's interesting as well. The UPS driver came by twice, talked to my neighbors on either side of me and on the 2nd trip asked my wife to sign something saying the package was never delivered. This morning I get an update saying the claim was closed with proof of delivery. I'm kind of scared to use UPS now. What if this was an expensive knife, I would really be upset.
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Am I understanding this correctly? Your wife signed "something" (likely a proof of delivery) and then it showed as delivered? If so, I'm really not sure what to tell you.

If she did, in fact, sign a proof of delivery then UPS will just point to that to show it had been delivered.
 
I had a similar experience with UPS. My suggestion is to be persistent with them - figure out how to speak with the branch manager if you have not already. In my case the item turned up in my driveway 1-2 weeks after it said delivered, dropped off by the person who actually received it. The UPS manager tracked the location it was delivered, and in his words it was "not even close" to my address. Once through the basic customer support firewall they were very helpful, so maybe there is hope.

Side note, he could not give me the address to which it was delivered; I was hoping to at least send them a nice thank you note for their honesty and thoughtfulness.
 
I would change the title of this thread until this situation comes to closure, it sounds like the issue is with the carrier and not with the merchant. No reason to damage his rep when it doesn’t sound like he’s the one at fault.
 
coolbreezy37 said:
I would change the title of this thread until this situation comes to closure, it sounds like the issue is with the carrier and not with the merchant. No reason to damage his rep when it doesn’t sound like he’s the one at fault.
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^^^This^^^
 
I agree with some others, seems like the carrier is at fault more than the company, based on given information. I generally like UPS, but if they mess something up it can be really hard to track things down.

I haven't had the questioning happen that you mention, but I have definitely had the early "delivered" status come up and the package wasn't delivered. The following day, the delivery driver had it. This time of year, I don't trust their estimated delivery dates until it hits "out for delivery."

Regarding proof of delivery, usually that's available online for you to view. If you don't have a UPS account, you can set up a free one. I'm not sure if you can see documents before your account creation, but it may be worth a shot as the information is linked to your delivery address.
 
Panerai424 said:
Finally got a response yesterday late afternoon and I do see a refund in my account today. It was a bit of a hassle but they did the right thing and no hard feelings.
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Who is "they"? If its Ashland then I'd say your behavior is inappropriate.

Based on the fact-set you've presented, Ashland didn't do anything wrong
 
I've had similar issues with UPS. In my experience, it's not usually the seller. Just the other day, the UPS driver stopped by my apartment complex and delivered all the second floor packages to the front office before informing the property manager it "wasn't his job to climb stairs". I've also got a complaint open with the regional manager right now because a driver marked a package as undeliverable. So I called and updated the address to the same address as was on the package. They marked it undeliverable again and returned my package to the seller. Lazy people suck. Especially when they just negotiated a six figure compensation package (which the drivers do deserve because that work is not easy) and still refuse to do their job.
 
I hate UPS. Only shipping company I've dealt with where drivers stick the Delivery Attempted slips in the mailbox rather than walk to the house and actually deliver the package.
 
Sturubu said:
I had a similar experience with UPS. My suggestion is to be persistent with them - figure out how to speak with the branch manager if you have not already. In my case the item turned up in my driveway 1-2 weeks after it said delivered, dropped off by the person who actually received it. The UPS manager tracked the location it was delivered, and in his words it was "not even close" to my address. Once through the basic customer support firewall they were very helpful, so maybe there is hope.

Side note, he could not give me the address to which it was delivered; I was hoping to at least send them a nice thank you note for their honesty and thoughtfulness.
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I tried calling UPS a few days ago about a package that was out for delivery. I wanted to speak to a live person about the possibility of having the package delivered to the UPS store closest to me. It was mother effing impossible to get past the automated system.

I'm not a "I used to walk 10 miles to school, uphill both ways" kind of guy. But I'm so GD sick of the current trend where it's next to impossible to speak to a live person when the automated system does not, or cannot provide the necessary assistance. Not that long ago, I would just answer the automated system with "customer service" repeatedly and after about 3 or 4 times, I would be connected to a live customer service rep. Not anymore.
 
10after10 said:
I tried calling UPS a few days ago about a package that was out for delivery. I wanted to speak to a live person about the possibility of having the package delivered to the UPS store closest to me. It was mother effing impossible to get past the automated system.

I'm not a "I used to walk 10 miles to school, uphill both ways" kind of guy. But I'm so GD sick of the current trend where it's next to impossible to speak to a live person when the automated system does not, or cannot provide the necessary assistance. Not that long ago, I would just answer the automated system with "customer service" repeatedly and after about 3 or 4 times, I would be connected to a live customer service rep. Not anymore.
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IMHO UPS is for companies to outsource their logistics and not particularly for shipping. That is, shipping is part of the logistics chain obviously but, if you're a company, the bulk processing and packaging services are far more valuable then the standalone shipping service. It explains why their "retail" service is so crap these days.
 
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