Nigeria Content Online

United Parcel
Service of America Inc., prides itself as being a multi-billion-dollar
corporation managing the flow of goods, funds, and information in more
than 200 countries worldwide. But for Theresa Peters, a mother of four,
and a widow for 20 years, UPS has some questions to answer.

On August 10, 2010,
Mrs Peters went to UPS office on Oworonshoki Expressway, Gbagada, in
Lagos State, to enquire the duration and the cost of sending goods to
the United States of America. She said she was told by two ladies she
identified as Adaku and Chichi, both customer service staff, that the
delivery of her goods would take three working days.

The next day, being
a Wednesday, she went back to UPS with her personal effects, which she
said included several native attires; praying kits, including rosaries,
anointing oil, a bible and prayer book; native medicinal herbs; and
food items for her daughter and two grandchildren, and her daughter’s
benefactor in the USA.

She was told her
items would be delivered to her daughter’s friend, Bisi Orija, by
Monday, August 16, which fell on the third working day. Her goods were
weighed at 10 kilogrammes, for which she paid N49,500 as freight cost.

She sent the tracking number to Mrs Orija that same day of August 11.

“We are supposed to
get it in three days so we kept tracking it. UPS didn’t even call us.
We are the ones who kept calling them for almost two weeks. It got
missing in the US but they don’t know who took it. They now said Mrs
Peters, being the sender, will have to go to where she sent the items
for reimbursement,” said Mrs Orija, who spoke to NEXT from the US.

Customer service in doubt

Mrs Peters went
back to UPS Nigeria on August 26, where she said a manager there she
identified as Chris, asked her how much she declared as the total value
of her goods when she registered them with the company. Mrs Peters said
neither Adaku nor Chichi asked her to declare the value of her goods.
The only documents that were given to her were a shipper’s copy and the
receipt of payment which only Adaku signed.

“It was when he
explained that I should write that I want them to reimburse me that I
found out the girls were supposed to have asked me the worth of my
goods so that I would have paid for insurance. But they never asked me.
It was then something told me my lawyer should write the letter,” said
Mrs Peters, a tailor.

She got her
lawyers, W. A. Gbadebo and Company, to write and submit on the same
August 26, 2010 a letter to UPS, listing all the items she sent to the
USA, which amounted to N162,000. With the freight cost, it totalled
N211,500.

But responding in a
letter dated September 22, 2010, UPS customer care manager, Confidence
Akandu, said: “Management has looked into the instance and agreed to
refund the freight cost N49,500 only and the declared value of N5,000
for the items. We shall make the cheque available as soon as it is
ready.”

The next day, Mrs
Peters, through her lawyers, replied informing UPS that their offer of
N54,500 was “grossly unacceptable” and “hereby rejected”, instead
maintaining N211,500 as amount being owed her. Since then UPS has not
responded, she says.

Wrong calculation

“The native herbs
alone cost me N90,000. They were the most important because my
daughter’s friend has fibroid and had already done four major
operations and was to undergo another operation. I wanted her to take
the herbs before then because I know it will work for her as it did for
my own daughter. Add this to the kaftans I bought for my two
grandchildren, the wrappers and many other things I bought. How did
they arrive at N5,000?” Queries Mrs. Peters.

When NEXT sought
comments from UPS, the company’s general manager sales, Emeka Nwangwu,
refused comment on how Mrs Peters’ goods were valued at N5,000, while
subtly suggesting the company will consider suing NEXT for reporting
this case.

“It is an issue
which we dealt with. Certain things are not to be exposed to the press
which is a third party because it bothers on customer’s
confidentiality. But if you feel you must go ahead with your report,
then no problem. But then we might be legally bound to advise our
lawyers to work on it and take it up,” said Mr Nwangwu.

Mrs Peters is,
however, determined to prove a point that ‘Nigerians can’t keep keeping
quiet to customer injustice’. She has taken her case to the Yaba
Magistrate Court 2 and hearing is slated for November 25, 2010.

“I didn’t ask for damages. All I want is for them to pay my
N211,500. Every time I remember this case it pains me so much that even
if I a widow of 20 years don’t have anybody, I know I have God. I have
suffered a lot, but it is well,” said Mrs Peters.