Hi there,
In today’s post I will tell you about the experience we had with UPS at the end of 2024 and beginning of 2025, after placing two orders on the New Balance website.
Since we arrived in Porto the deliveries that were made with CTT were always a problem because they took the package to the office. After a couple of complaints, we had no more problems with this company.
The rest of the companies also worked well.
At the end of 2024 I placed an order for some New Balance shoes and the delivery would be made by UPS.
They tried to deliver once and took the package to an Access Point that was not even close to my house.
I contacted New Balance to have them handle the situation with their carrier. I also proceeded to make claims on Portal Queixa and Livro de Reclamações.
UPS got in touch, and they sent me a template saying that they had not complied with the protocols because they had a lot of work and that they should have made a second delivery attempt.
They called and told me that they could only deliver at 9:30AM. Just that week there was no day that I was home and supposedly they could not deliver in the afternoon.
I gave the address of a business down the street and supposedly the lady did not want to receive it (it was a lie).
After more than a month, they came on a Saturday at 9AM and delivered the package. And this was because they had received complaints from everywhere.
In January I placed another order for 2 pairs of shoes and this time they did not even attempt delivery and left it directly at the Access Point.
Again, I contacted New Balance, and put complaints in Portal Queixa and Livro de Reclamações.
The worst thing is that the UPS website did not even say where it had been left.
In New Balance’s customer service, I was again attended by the same agent named Ignasi who said he would ask UPS to make another delivery attempt. Weeks went by and this person never contacted me or responded to my messages.
UPS sent me the same template again. I replied that they had to deliver the package to my house and that they had until January 14th since I was going on a trip the next day.
I did not get any response from New Balance or UPS.
On the morning of January 14, I wrote UPS again and they replied that New Balance had ordered the package to be returned to the factory. This was a lie.
The package started the process of being returned to New Balance since no one picked it up at the Access Point.
Days continued to pass, and New Balance told me that they would open an investigation as UPS had lost the package.
Although this was not my fault, I was supposed to wait for New Balance to solve their problem with UPS so they could refund my money.
This last purchase was made on December 26, 2024, and in early February 2025 I was still fighting with UPS and New Balance to get my money back.
Finally, on February 5 the refund of my 165 euros arrived.
I was very upset because I had bought two pairs of shoes with a 50% discount that were very good value for money.
New Balance, although it was not my fault, did not offer me the same discount to make the purchase again, they did not care about losing me as a customer.