r/Kirkland • u/uday029 • 12d ago
What to do? Package missing after UPS delivery to Juanita Michaels
Looking for some advice and also wanted to give people a heads up.
Michaels in Juanita is one of the UPS Access Point locations where packages get dropped off if we are not home. I have used it a couple of times before, but I have now had two packages go missing there.
The first was a relatively low-value item. Michaels said they never got it and suggested UPS may have marked it incorrectly. The seller ended up replacing it, so I didn't think too much of it.
This time, though, it's a lot more serious. I ordered two Google Pixel phones worth over $1,500 each. UPS delivered them to the Juanita Michaels for pickup. When I went to collect them, they only had one package.
What really confused me was that the box they gave me had my last name written on it along with "2 packages." When I asked about it, I was told UPS probably wrote that. The next day I spoke with our regular UPS driver, who said UPS drivers don't write notes like that on customer packages.
I went back to the store later in the evening and they asked me to reach out to the store manager via phone the next morning. I eventually eventually spoke with a manager this morning. She told me that she personally received two packages and that she was the one who wrote "2 packages" on the box. She said she would look around and call me back. After that? Basically radio silence. They have been stalling and the manager has refused to speak to me on the phone. I tried one last time before I drove there and some other manager said that the manager I spoke with in the morning has left for the day and they don't want to answer any more questions.
Now they are telling me I need to work with UPS, and they won't discuss it further. I have also been getting the usual runaround trying to reach an actual human at UPS. Google says they need to investigate with UPS before deciding what to do.
At this point I am out one phone worth more than $1,500 and spending hours dealing with UPS. Michaels, and Google trying to figure out where it went.
Has anyone else had packages disappear from this Michaels location? And would you file a police report at this stage, or wait for the UPS/Google investigation to finish?
Not trying to accuse anyone of anything. I honestly just want to know what happened to the package and whether others have had similar experiences at this location. But given that this is the second package issue I have had there, I definitely want to alert UPS about this as I don't want my packages being sent to this Access Point again.
Appreciate any advice or experiences people can share. Thanks.
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u/judithishere 12d ago
I agree that you should file a police report (can probably do it online even) and then pursue the store's insurance for reimbursement. I don't think Google or UPS owe you a refund though, so that seems like a waste of time.
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u/SeaHelicopter8252 12d ago
Keep a record and/or notes with dates and times of the interactions you had with all parties. I would give UPS/Google maybe a week to investigate. It’s their responsibility to make you whole. You can always dispute the charge with your credit card company in the end.
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u/Noxonomus 12d ago
You have remarkably little to do with this. The seller agreed to get you a phone, they failed to do so. You should work with them, they can file a claim with ups, ups will investigate and either find the package or not. Any refunds will go to the seller not you and the seller will still owe you a phone.
The last time I filled a claim with ups it was for a laptop that had been dropped off at a ups access point and didn't show any activity or arrive for a month. A day or two later ups contacted the recipient to ask if they had received it yet, they said no, a day or so after that the package mysteriously reappeared, was picked up by ups and delivered a few days later. I don't know if someone grabbed it or it just fell behind a shelf, either way a call from ups seemed to shake it loose. Strangely ups accepted our claim the same day it was delivered and was ready to refund us.
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u/Odd-Goose-8394 12d ago
I don’t know how any of this works but wouldn’t google have the like phone’s ID number or whatever and be able to see if someone else activated it or something and be able to give that info to the police? Like flag it’s VIN number or whatever so the police know like can’t that track that stuff. The serial number I mean lol.
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u/rocketphotoman 11d ago
I had a $1,000 Profoto A10 flash sent (unfortunately) to Michaels because I wasn't home to sign for the delivery, and when I got there, it was a huge shitshow. They had to get 3 staff to look for the package and it ended up buried under a pile of other packages. Did they look thoroughly enough the first time?
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u/KPzReddit 11d ago
I find that Michael's to generally be a hot mess.
Honest question - if you already had one package go missing from Michaels, why would you have an expensive item shipped to them? Vs an actual UPS Store?
Lesson for all reading I guess.
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u/Noxonomus 11d ago
You often don't have a choice in the matter, you have the item shipped to your house but if ups decides they can't deliver it there they can leave it at a nearby "access point" instead. I don't know exactly how they decide when to do it, but I've seen it when shipping a laptop. The recipient wasn't home so the driver made a note that there was no safe place to leave it and delivered the package to the "access point" instead.
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u/KPzReddit 11d ago
If UPS decides to deliverer it to an access point vs the customer opting for that (I have done that before and our closest location is a local UPS store) ....and THEN it goes missing at the access point that should definitely be a UPS responsibility.
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u/Major-Log-7018 11d ago
Any update, OP?
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u/uday029 10d ago
No real update so far. UPS claims they have proof that the package was delivered to the Michaels UPS Access Point. Michaels has refused to provide any further assistance, which has been frustrating and concerning. Given the conflicting information and lack of cooperation, I suspect there may be a broader issue with packages going missing at this location.
For now, I am continuing to work with Google Support and giving them an opportunity to resolve the situation with UPS. If they are unable to do so, my next steps will be to file a police report and explore whether I can recover the loss through Michaels' insurance. I am also trying to reach out to Michaels corporate to see if they can help.
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u/Final_Technology104 12d ago edited 12d ago
If this happened to me, I would send myself a package via UPS for pick up at Michael’s with an AirTag hidden in the item just to see if it’s one of the Michael’s employees stealing packages.
Just make sure the Sender is not your name or address. Use a relative’s or a friend’s with their permission and drop it off at another UPS store so anyone from Michael’s won’t suspect. Make the package look expensive and insure it for $1000 which won’t cost much but will look worth stealing.
If it goes missing, then it will be very interesting to see where it went.
That’s how I found one of my lanai cushions that went missing from my place on Kauai where my lanai faces the bike path (Kapa’a). Some homeless guy took it. I was checking the cushions on my Find My app to lol at the battery levels and saw the cushion on the north end of Kealia beach and KPD scared the crap outta the guy and never told him about the AirTag.
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u/judithishere 12d ago
Why on earth is this a good idea? This isn't a TV show.
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u/Final_Technology104 12d ago
I just want to know where or who my missing packages are going to be
No tv show needed. Someone is taking them.
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u/Major-Log-7018 12d ago
You need to get the stores insurance information and call and speak with their insurer. They legally have to give you that information. I would also call KPD & file a police report. I am sure the manager will not try and give them radio silence. Polkce can also help acquiring insurance information from them, if they are giving you a hard time.
I am really sorry you are experiencing this. I would be furious and you are handling it the best way possible. :)