UPS Lost My Cutlery! What Happened to My Pampered Chef Knife?

[Robynchefcanada]

I am wondering if anyone else has ever had this problem? My sister accepted my package of samples the other day, one box and an envelope. I got home later and found the envelope open and empty. There was a piece of paper in my envelope was saying that my utility forged cutlery was in there but there was NO KNIFE. I am so sad!!! Why would pampered chef not put everything in the same box. I have yet to receive a response from PC but how sad is it that UPS took my knife or somehow lost it (even though the envelope was opened... those aren't easy to open)

 

[Jennie4PC]

I would be so upset, have you also called UPS to complain?

 

[cla519]

Robyn when I got my samples they were all in the same box. That's horrible. I'm sure PC will send you another one. Are you going to the meeting on the 18th? if you are see you there.

 

[jrstephens]

My husband can understand your painMy husband has a football national championship ring from the University of North Alabama (for anyone that knows NFL, it resembles the 49ers rings). Well, a stone fell out and he had to return it to the company for replacement while he was in college. Months and months went by and he went to the UPS place to see why he had not gotten his package becasue the company told him it showed delivery when he called to check on it, when he walked in the UPS man behind the counter HAD HIS RING ON!!! Of course he got fighting mad and went over the counter for the guy and the guy ran out the back door. They, of course, called the police on my husband, but they just escorted him off the premises (the policeman was the one who traveled with the team and understood completely). The UPS worker was fired and thank goodness my husband got his ring back all in tact!

 

[cat]

My husband has a football national championship ring from the University of North Alabama (for anyone that knows NFL, it resembles the 49ers rings). Well, a stone fell out and he had to return it to the company for replacement while he was in college. Months and months went by and he went to the UPS place to see why he had not gotten his package becasue the company told him it showed delivery when he called to check on it, when he walked in the UPS man behind the counter HAD HIS RING ON!!! Of course he got fighting mad and went over the counter for the guy and the guy ran out the back door. They, of course, called the police on my husband, but they just escorted him off the premises (the policeman was the one who traveled with the team and understood completely). The UPS worker was fired and thank goodness my husband got his ring back all in tact!

I AM SPEECHLESS! (And laughing at the same time....) It's just incredible how some people behave! I would never think that someone at UPS would steal items out of a package. I'm glad your husband got his ring back!

 

[stephanieboyd]

This does happen!! It's very rare, but it does happen. My mother is actually in management for UPS's security/loss prevention department. She is constantly building investigations to fire the theives that do this. She only covers one small state, but UPS will take care of it if that's what happened.

Based on your situation, I would not call and say "you guys stole my stuff". But, I would ask that their be an investigation opened to determine where it is. They should work with you to resolve the problem, but meanwhile ask HO to send another one.

 

[Cindycooks]

A host of mine in TN had her boxes stolen off her front porch about 2 months ago. UPS shows it dropped off in the morning, and when she got home they were gone.....

HO was going to do an investigation which would take 2-3 weeks but they decided to go ahead and resend the items - kudos to them. Luckily it was only the host order and her sister - the other orders were direct ship.

 

[kcjodih]

I have....just recentlyHere's what I posted a little over a week ago..

to send this to all the contacts I have for PC Canada (VP, Support Services,etc)?

Hello ____,

I'm not sure if you're the person I'm supposed to be contacting or not with this problem and if not, I apologize in advance.

I sent in a show on September 24th and it was to be two boxes shipped to my home for the hostess. One box contained one item for the only customer's order for that show and the other box contained the host's order and another small item of the customer's. The first box with the host's order arrived safely at my home on Sept 28th but the second box has never arrived. I tracked it daily from the 28th on on the UPS website to have it first show error in labeling rerouted from Ottawa (my shipments never go past me east to Ottawa) and then to having it show daily rescheduled out for delivery. Each morning and evening it stated In transit, rescheduled for delivery with a new date of Sept 29th, Oct 2nd, Oct 3rd and now Oct 4th. I then called Support Services late on the evening of October 2 and spoke with Sarah who said to give it until the 3rd and contact UPS if it doesn't arrive. Since when do we, the consultants, contact UPS ourselves? I tried to immediately contact UPS Canada but they were closed for the evening. So I sent them an email stating my problem.

I then arrived home from my other job on Oct 3 to find a message on my phone from a Scott from UPS (XXX-XXX-XXXX) doing a 'routine followup' in regards to a shipment I received last week on Sept 28th. He asked me to return his call, which I did. I asked him if this was in regards to my email which no, he knew nothing about. I stated that I had never received the second box and that my daughter had informed me that both on the 28th and 29th when I had boxes arrive, it was not my regular driver so I thought maybe he didn't deliver it on the 2nd since no one was home and he doesn't know that my regular driver has a secure spot he leaves boxes if I am not here. He then tracked it and stated that no, it shows it's still showing out for delivery and he didn't know where it was! Then why call doing a followup if you KNOW it's still showing out for delivery?!?! He stated that I would have to contact Pampered Chef and have them start the tracer process. I then checked my email and had received an email reply from UPS stating the same thing since they couldn't 'find' the missing package. I then called Support Services again on October 3 at 4:45 pm (my time) and spoke with Sarah again who said it was showing out for delivery. I stated I knew this, explained everything I had been told both by phone and email from UPS and she said she would start the tracer process and hopefully (hopefully?) get back to me sometime today.

This morning I checked the UPS tracking system again and it still shows 'out for delivery' now with today's date. I phoned Support Services again just now, spoke with Grace and asked about the progress on the problem with my missing package and was told it shows 'in transit, out for delivery'. I explained again that no, it wasn't out for delivery it was lost and a tracer was supposed to be started. She then informed me that oh, it had and it could take 10-15 days to hear back from UPS once they start the investigation process! I asked her if in the meantime a new box would be shipped with my customer's missing order and she stated no, we have to wait for UPS to get back to them and again, it could take 10-15 days!

Now this isn't just any order, not that it's acceptable with any order at all, but it is #2768 Covered Stockpot for $210!!! How convenient that it's a box that isn't the standard 'generic' beige box that just says PC but a cookware box that SHOWS it's a quality piece of cookware!! I now have a customer thinking her order is arriving any day and have to tell her that no, it's lost and we have to wait for an investigation. I asked Grace what we could do for the customer since this was no fault of hers and was the fault of UPS and she said we just have to wait.

I find this TOTALLY unacceptable! I have been a consultant and now Future Director for just shy of 2 years and have never had this kind of treatment from Pampered Chef. How on earth do I explain to my customer that she has to wait up to 3 weeks or more for her order to arrive, allowing for delivery after the investigation? I have the majority of my shows shipped to me because I am usually home during the day and my hosts are not. I have NEVER had a box not arrive and I have also never had UPS call to do a 'routine followup'. This makes me think they already know or knew they had a problem (theft or otherwise) or why else call for the first time in two years? It's not as if it shows 'delivered' and has gone missing from my doorstep or while in my possession, so why penalize the customer and make the consultant and company look bad?

Is there any way you can help solve this problem for my customer, host and myself quicker or forward this to the person who can? I am out until 5:30 pm today but do have an answering machine and can check my messages regularly and of course always check my email when I arrive home. I would appreciate a quick reply and will be waiting to hear from you.


So was I wrong? I know it's only been a week and a half since I sent the show in but it was a very small show, took only 4 days to arrive (usually takes 4 - 6) but it's the 10 - 15 days from today until we 'know' anything and then decide what to do that just DROVE me!! What do YOU think I should have done?

I finally received a new one today. PC took it out of it's original box, put it in a small brown box that didn't show it was cookware and voila! it made it! Pretty coincidental don't you think? First time in 2 years something HASN'T made it to my door...and it's still 'out for delivery' on the tracking system.

P.S. I got an email within 20 minutes and a phone call within 2 hours stating a new one was on it's way to me....so 'stirring the pot' and going higher up the chain of command worked for me! I was told from now on to just email support service and they'll take care of whatever I need. They stated that the emails only go to supervisors so I wouldn't have to deal with uninformed, incompetent staff again. They also apologized profusely and would be 'informing' the staff I spoke to about how to handle this type of thing in the future. So you may want to give this option a try

 

[tlennhoff]

Glad to hear it got straightened out and the cookware finally arrived.

Hmm, and yet the turnaround time in the US for email responses can be days.

 

[kcjodih]

Well I didn't actual email support service for this one. I was just told too in the future. I emailed EVERY contact I had for the higher ups....the Canadian VP, Sales Training Coordinator, Canadian Sales Manager something or other LOL...and a few others.

I did however email support tonight for 5 returns for customers. I needed reference numbers for them to return these (broken stones, unravelling woven selections etc) and I received an email back in 15 minutes!! Not sure why yours takes so long - maybe 'cause there's alot more US consultants than Canadian?

 

[nicolespcshows]

I guess I am REALLY lucky. I have a pretty good relationship with my UPS man (I sell PC to his wife...and bake him cookies for the holidays). He makes sure that my boxes are always put behind my fence on my screen porch if I am not home. I always wondered if people got their stuff stolen off their porches. It isn't like people don't know it is Pampered Chef with the new logo so big on the box.

 

[chefann]

UPS has various policies on leaving things if people aren't home. If you're in a "not-so-nice" neighborhood (some of my hosts are), they leave a "tried to deliver" tag on the door. My husband left a note when he was expecting a delivery, asking Mr. UPS to put it inside the garage (the door is right next to the side porch where they usually leave things anyway), and now mine leaves everything in there. Which is nice because it's out of the weather and nobody can see it. Of course, if I forget to peek into the garage window, I don't know there's anything there until Dan trips on it.

It's always a good idea to develop a good relationship with your UPS man (or "Santa in Brown"). About a year after I moved into my current home, I had a HUGE delivery (won the shopping spree on HO tour at conference). The next week, I was expecting something, so I put together a bag for him with a catalog, a thank you note, and a gift, and told him I appreciated his work lugging all that stuff from the street to the side door. Now, if I'm home when he delivers, he'll say hi and even help carry boxes into the house.

 

[tiffanypc05]

I never thought of baking my UPS guy cookies. He is here about twice a week. He's also got 6 kids SO I better make a ton of cookies. LOL

I can always tell when he isn't working b/c others leave the boxes in the middle of the driveway and it drives me nuts.

 

[nicolespcshows]

I am moving to Tampa next spring and I am going to so miss the UPS man and the mailman...they both have me so spoiled.

 

[jentapp]

I've got a couple of questionable relief UPS guys whom I absolutely HATE. They mark in their little books that an attempt was made to deliver, yet we were home ALL DAY those days and no one ever came by.

That said, our USUAL UPS guy is AWESOME! Love him to death! I think I'll do that with the gift bag or some baked goods for him this year. I'm new to PC, but not to UPS deliveries (hubby is a merchandiser) so we've had our guy coming around for a few years now on a fairly regular basis. He's a sweetie and always puts the boxes in the house, especially when they're heavy. In the rare instance when no one's home, he hides them around back where he knows I'll find them.

 

[bbauman07]

I would call HO and UPS to complain. Point the finger at both not just one. It is possible that HO forgot to put the knife in the envelope or that it fell out on one of the trucks.

 

[Robynchefcanada]

Yes I am Cheryl... I'll see you there for sure! P.S. - Support services in sending me a new one asap. Still dissapointing though.