Why we need a Regulator and Ombudsman for the Courier and Delivery Service Sector

The latest episode sees my ordering a pedal from Germany - where the wrong product was delivered - some sort of admin error on the despatch end. I obviously paid customs fees in expectation that I was getting what I ordered and was surprised to find the contents of the package not at all what was confirmed and paid for. The shipper quickly owned up to their mistake and arranged for a doorstep pickup - where I handed over the re-addressed return package alongside two copies of the customs forms that the shipper had provided - which I had of course signed.

The UPS courier picks up the package, checks the forms etc. - and that's it I think - job done! Yet around 2 and a half months later the package is handed back to me on my doorstep after somehow being sent back from Frankfurt with an entirely new shipping label.

I left it for a few days while pondering on said mystery - when suddenly a UPS bill arrived demanding that I pay the customs charges for the returned package! I responded immediately - copying in the original shipper at the time - and stating that I had carried out all my legal duties - had already paid customs duties on the package the first time around and was not liable in any way for anything that had ensued - my duties has been wholly properly dispensed in full accordance with the law. 

When enquiring as to how and why the package had been returned from Frankfurt two and half months later - I was first told that "the address labels must have come off the box". I then responded with "how would they know to return the package to me if all the labels had come off?"

They then replied it was actually probably more likely that the customs forms were missing - where two copies had very evidently been handed over and checked at my doorstep - and how did the package get to Frankfurt in the first place if all the documentation was missing? If such was the case - why did they then not check in with the original shipper and organiser - based just a little way down the road from them outside Stuttgart? Surely their duty was to the originating shipper and client?

Over a month of correspondence followed - first with the team in the UK, and then someone from Credit Control in Germany - they were able to offer me no answers. And each time I thought the matter resolved and closed - only to find I was incurring late payment fees and further bills. Then the final insult was that the demand was handed over to a debt collection agency!

I tried approximately 30 times to get through to the number provided - to no avail. I became so exhausted by the whole episode that I finally just paid the inflated amount - in hard protest - just to end the turmoil. While there still seems to be no recourse to proper action or justice - or even answers! As far as I'm concerned UPS messed up and made me pay for their mistakes. They have never offered any answers as to the timeline of what happened and why. And I still consider them fraudulent and rogue for having levied Double Customs Charges off me in that manner - but there seems little I can do about it apart from expose their shady practices!

Obviously all of this is caused by the 'B' word to a large degree - as I would not be dealing with any of this nonsense had the former open status prevailed. The current UK administration has very deliberately throttled our ability to do business with Europe - and we're all much worse off for it...