UPS Backlog Means Missing Gifts Under the Tree

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By Lateef Mungin

(CNN) — Santa wasn’t the only one racing against the clock to get packages to homes last night. UPS was too.

But some of you may find a present or two missing under your Christmas tree this morning.

Two factors conspired, the company said: high demand and bad weather.

“The volume of air packages in our system exceeded the capacity of our network as demand was much greater than the forecast, resulting in some shipments being delayed,” UPS said in a tweet Tuesday night. “We expect a vast majority of these packages will be delivered the day after Christmas.”

The day after Christmas? That hasn’t made for a silent night at the customer service department at UPS.

Susan Rosenberg, a company spokeswoman, said the Dallas area is seeing its share of frustrated customers. She attributed the backlog to the ice storm that hit in mid-December and an influx off online shoppers.

She said the company is employing an “all-hands on deck” to get deliveries out.

But the delays were a problem in several cities coast to coast.

Julie Strachan of San Francisco was one of many waiting for a present to arrive on Christmas Eve.

“I was expecting my husband’s big Christmas gift at my office and today is the last day before Christmas. So I waited around for hours and hoping for it to show up and it never did,” she told CNN affiliate KGO on Tuesday.

Strachan went to a UPS center in San Francisco to wait. Hours later, she left empty handed.

“I definitely paid a little bit more to expedite the shipment for Christmas, so (it’s) a little disappointing,” she said.

UPS has said it planned to make more than 120 million deliveries this week, its busiest of the year.

“We apologize for the delay,” Natalie Godwin, another company spokeswoman, said earlier this week. “But we can’t control the weather.”

CNN’s Janet DiGiacomo contributed to this report.


  • Gregory Wills

    I found out yesterday a Christmas present I ordered last week wouldn’t make it in time. Disappointing but in the big picture not a big deal. Something to keep in mind in the future when ordering online.

    • Dave

      I was going to drop off a package at the Elyria hub yesterday…Those guys were running non stop. I had never seen them that busy. Those guys deserve to be cut a lil slack.

  • RND

    I contacted UPS and they will not refund the amount I paid for expedited shipping. That is what makes me upset. I don’t want anything for free, I just want what I paid for. Obviously I paid for two day delivery and it did not happen, just refund me the additional amount. She told me that that was not allowed. I am not happy and will not ship through UPS again. Especially after being guaranteed of the arrival date. I guess the jokes on me considering they have my package and my money.

  • rose

    need to stop trying to cut corners hire the help..samething u walk in to a store 10 check outs and only 3 cashiers what the hell o ya and 40 people in line trying to pay and get out CRAZY

  • UPS Driver

    The company hired more seasonal help than ever before. Maybe you people should try shipping your packages a little earlier.

    • Debra

      Hey Mr/Ms UPS Driver those “you people” you are talking about are paying your salary-you should present yourself a bit more professionally and oh, by the way why don’t “you drivers” get busy and work! Everyone one of you know this is the busiest time of the year-get those packages delivered-its important. No matter if the “you people” mailed them earlier or not-if your company is offering expedited service and “you people ” are willing to pay it-then the Company should be able to deliver-that means “YOU DRIVERS”. Lots of folks lookin for work, if you can’t handle the job, step aside and let someone else do it.

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