Responds Helps Woman Who Lost Package

Christmas may be long over, but a Red Oak woman was dealing with a holiday headache long afterward.

So she reached out to NBC5 Responds.

Beth Kaemmerling just wanted to send a couple packages to relatives. One made it and one didn't. She said the one that didn't led her on a runaround.

Kaemmerling mailed her family's Christmas packages from a UPS store in Waxahachie. One was boxed up and going to Amarillo and the other needed to boxed and mailed to New Orleans.

"The package to Amarillo made it," she said. "The one that needed to be boxed up and go to New Orleans never did."

Kaemmerling then spent the next several weeks contacting the store and UPS to find out what happened and then to file a claim. She says she had no luck.

"I contacted you all about a week before Presidents Day," said Kaemmerling. "At that point, we were probably about six or eight weeks into it and I just said, 'Please help. I don't know what to do.'"

Within a few days of contacting NBC5 Responds, Kaemmerling said she received two checks. One was for nearly $90, which covered the contents of the package she lost as well as shipping, and the second was for $100, which was just for her trouble.

One supervisor felt so bad, Kaemmerling said she sent flowers.

After Kaemmerling's experience, she's convinced. She says if you have a consumer problem, call NBC5 Responds.

"You all do exactly what you say you're going to do," she said. "I got a response almost immediately."

We still don't know what happened to Kaemmerling's package. We reached out to UPS. They told us:

We are sorry that Ms. Kaemmerling had a negative experience and we take full responsibility. UPS conducted a thorough investigation and found that there was a one-time error in our system which led to the package going missing. We have honored our policy and refunded the customer for the full value of her shipment of $83.93 and provided a goodwill check for $100.00 for her time and effort in dealing with this matter. We apologize for the experience and we hope that she will consider using The UPS Store for service in the future.

When you sending a package of any value, take pictures of the items you're sending before you pack them up. That way you can prove what you sent. If you have receipts for the items, keep those too.

When you mail the package, get a tracking number or some kind of return receipt. If it's an expensive item that costs more than $100, consider buying extra insurance.

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