I Face Unfulfilled UPS Door-to-Door Delivery and Extra Domestic Fee Issue

Our shipment with tracking number 1ZH073V76728944753 was sent from China as a door-to-door delivery and was supposed to be delivered to the address: 129/6 Sokak No: 23, EV-KA 3 Mahallesi, 4th Industrial Zone, Bornova, İzmir. Since it was an international shipment, the package was held at customs in İzmir. The recipient company’s customs broker completed all necessary procedures smoothly. However, after that, UPS failed to collect and deliver the package to the recipient.

We were informed that UPS shipments arriving at İzmir customs are stored in the Havaş bonded warehouse, and for UPS to proceed with delivery, the package first needs to be transferred from customs to the UPS warehouse. We had to pay a high fee of 7,500 TL + VAT to a cooperative service for this transfer.

For this shipment, I had already paid $366.14 for freight and $100 for cargo inspection, totaling $466.14 USD, plus 7,500 TL + VAT for domestic transport in Turkey. Despite paying high fees both abroad and domestically, the door-to-door delivery service was not fulfilled as promised. When I contacted UPS customer service, they stated that the customs broker needed to coordinate with Havaş directly, that UPS could not collect the goods from Havaş, and that they could not provide further assistance.

I request a detailed explanation as to why the shipment was not delivered to the recipient after arriving in Turkey. Additionally, I demand that the domestic transfer fee I was forced to pay be billed to UPS and that my financial and service-related grievances be properly addressed.