UPS backlog creates problems for customers, business owners - Dallas News | myFOXdfw.com

UPS backlog creates problems for customers, business owners

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With just more than a week until Christmas, there is a major UPS backlog in North Texas, and consumers are taking to social media with strong criticism for the company.

They say they're tired of waiting for their packages, while UPS officials say they're working as fast as they can.

The delay is still a lingering side effect of the ice storm earlier in the month, and it's starting to have a major effect on consumers and small business owners.

Robert Schlien is used to making shipping promises, but this week, his online clothing company has hit a big problem, making his promises harder to keep.

"We're still waiting for UPS to deliver our goods," said Schlien.

Instead of moving merchandise, his Dallas warehouse has many things on hold, and orders waiting to be completed so they can be shipped.

"If this thing drags on too long, I'll have to either start canceling orders or breaking orders apart into multiple shipments," said Schlien.

That might not sound like a big deal to some, but it could more than double shipping costs for Schlien.

So, for now, the clothes wait, the labels linger and the packing tape sits on pause. Much of his merchandise sits at one of the UPS distribution centers in North Texas, where the major backlog is among the biggest in the country.

A spokesperson for UPS says they apologize for the delays and have brought in extra staff from across the country to work around the clock, even on Sunday, to get trailers unloaded.

Ironically, the same storm that has caused the delays also caused a spike in Schlien's business.

"The storm kept people inside, and they needed to shop so they turned to online," he said.

Because of the weather delays, there won't be refunds for consumers who paid extra for expedited shipping.

A spokesperson for UPS has provided FOX 4 with the following list of answers to customers' questions:

UPS brought in teams from around the country and worked throughout the weekend unload trailers into sorting systems and reload trailers to position those Texas ground shipments to move on to their next destinations. In addition, our drivers who might not normally work on Saturdays were called in for deliveries. Expanded sorts are underway this week.

We feel good about progress to complete those deliveries this week and are sensitive to frustration by consumers and businesses awaiting deliveries that were part of the backlog.

Refunds are not applicable if weather conditions are a factor in the delay, which is the case here. Be aware that the guarantee on ground shipments was suspended for ground packages picked up or out for delivery from Dec. 11-24 anyway, a standard industry practice this time of year that has been in place for many years.

An example of one contingency following the storm has been to route package volume processing to other hubs across the country and build end-destination Texas loads there. This holds the dispatch of those tractor trailers so they stagger their arrival into the Metroplex to expedite processing for final delivery.

Packages are scanned as the trailers are processed, so new information does appear on UPS.com when individual packages are tracked, and it's still the best location for updates.

Air express packages continue to be processed through D/FW and may appear out for delivery in advance of ground packages that were part of the delay.

Information does change throughout the day and night as trailers get scanned and packages move through processing. That's why we still direct people to UPS.com for tracking information. If someone is not seeing any new scanned information, then their package may be among the limited trailers we have yet to complete with processing.

For those people registered to receive alerts the day before home delivery, the original UPS My Choice delivery alerts did go the day before the initial expected delivery. Then amended notifications were sent when it was clear those packages did not move through processing. As packages have been scanned and processed from the hub to the final delivery center, then the delivery information is updated and new alerts are sent.

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