The Incident
It was my fourth time visiting the United States, but our first Family Vacation there. My husband couldn’t wait to reunite with his family after 13 years, and my boys were ecstatic to finally meet more of Daddy’s side of the family in one location, including cousins they had only seen on video calls.
What none of us anticipated, though, was the long flight — nearly 16 hours.
“Mommy, are we there yet?” my younger son asked, squirming in his seat.
“Check your screen, you’ll see how much time we have left,” I replied with a smug.
Finally — Touchdown Texas! Suddenly, all the grumbling vanished, replaced by excitement. The Hugs, the tears, the joy! It was a beautiful reunion with Daddy’s family. We spent the next three weeks in Frisco and McKinney, where Daddy and his brothers spoiled the boys silly. Nigerian Uncles sure know how to show up for their nieces and nephews — Rich Uncle Vibes activated! From personal shopping to back-to-school shopping, everything was sorted.
We arrived with 6 suitcases, but by the end of our time with the Uncles, we were up to 11! But there was one more stop — a week in Houston with an Auntie and the final two weeks in Stockbridge with a godfather before heading back to Nigeria. The challenge now? What to do with all those suitcases!
We decided to ship 6 of the largest ones directly from Frisco, Texas, to Stockbridge, Georgia, with the plan for the godfather to receive them on arrival. After a long search for a reliable shipping company on a Sunday, we settled on UPS. Each suitcase was packed to the brim, weighing 27-30 kgs (59-66 lbs). The plan seemed flawless — until it wasn’t.
The Discovery
Fast forward to Houston. The week had been just as delightful, but then, on Saturday night, as I packed for our early morning flight, my husband came over, held me tightly (like he knew I might faint), and said —
“Our boxes have been stolen. They were supposed to arrive yesterday, but Pops didn’t see them. I checked the trackers I placed in two of the bags… they’re in completely different locations.”
I didn’t faint. I didn’t scream. I was numb. At that moment, I started mentally ticking off everything in those suitcases — Grandma’s things, my things (newly bought and sentimental items), my husband’s belongings, THE CHILDREN! All those Jordans they’d been raving about… EVERYTHING WAS GONE!
My husband reassured me: “I’m not letting this slide.”
And just like that, our Crime Scene Investigation drama began — CSI Nigeria, Stockbridge Edition.
The Investigation
We had shipped six suitcases, but one was nestled inside another, to be used for whatever we’d acquire in Stockbridge. So, five fully packed suitcases, but a total of 6.
We arrived in Stockbridge by midday that Sunday — unexcited. The boys were thrilled to finally meet Pops who was turning 73 the next day. We hadn’t told them yet about the missing luggage. We needed to compose ourselves, to be able to manage their emotions when we broke the news. But how could we, when even our emotions were still scattered all over the place?
My husband immediately went straight to the first location where one of the tracking devices was pinned. Unknown to me, he had placed Airtags in all the suitcases before we left Nigeria — except for the new ones acquired in Texas.
And there it was — my favourite red suitcase, ripped open, emptied, and dumped by the roadside. It was the one that was nested inside a larger suitcase. My Husband reached the County Police immediately with the help of a close friend who is a resident of Atlanta, filed a theft report, and opened a case file. Then came the barrage of phone calls — to everyone we knew, hoping someone had a connection within UPS. Their head office was in Atlanta, Georgia, after all. We were like two call centre agents, dialling anyone who might be able to help.
Finally, he got through to a representative on the UPS site — who was at a Call Centre in India and told him bluntly that there was nothing she could do. Frustrated but undeterred, we managed to get the email addresses of Top Executives at UPS through friends and family and emailed a formal complaint to them. Then we waited.
The four stolen suitcases had allegedly been delivered right in front of the garage, facing an open street. The house is situated on a hill, visible to anyone walking or driving by. To our surprise, a fifth suitcase was delivered the morning after we arrived. We were ready, waiting by the window with our cameras on. The UPS delivery man rolled the suitcase up to the front door, rang the doorbell, snapped a picture, and began to walk away. The house dogs went wild as he approached. We quickly opened the door to say “Thank You!” Thankfully, we got one suitcase back. But it raised more questions — why was this delivery so different? Why had the other driver left the suitcases in front of the garage, without ringing the bell or notifying anyone?
Three days passed. The police were unresponsive, and the emails we sent to them bounced back. We called 911 to follow up on the case. They said they would get back to us. It’s been seven weeks now. Maybe they still will.
Meanwhile, the second tracker showed one suitcase pinned in another County — still there, in the same location since the day they were taken. Tired of waiting, my Husband took matters into his own hands. He went to the location himself.
The Frustration
The suitcase was there — in the Hotel dumpster, torn open and emptied. That was it. With no trackers on the remaining two suitcases, we could only assume they had met the same fate.
The frustration mounted with each passing day. We contacted an Attorney, who reached out to the Hotel Management. To our surprise, the Hotel Owner was sympathetic and provided us with CCTV footage of the exact timeline of when our luggage was pinned at the location. We now had evidence — faces, a license plate. All we needed was for the Police to take action. Our two-week stay was ending, and with it, any hope of a swift resolution.
With every door closing against us, we knew our next step — file a Claim with UPS.
Eventually, we received a response, hoping it would be a glimmer of hope for compensation — at least something to soothe our pockets, though it could never replace the valuables or the sentimental items we had lost.
But the email read:
“…At this time, I am offering a $500 goodwill payment to you, as no declared value was listed. The most we will pay in the event of damage or loss is $100 per package.”
My husband was FURIOUS! “$500?!?!” For what had cost us around $165 per suitcase to ship, not to mention the thousands of dollars’ worth of items inside each. Insulted, he didn’t respond. But another email soon followed:
“I am reaching out to inquire if you received my previous email. Please let me know if you would accept our offer of $500 by the end of the day today, 09/03/24, or we will close this case.”
At this point, he decided to give them a brief inventory of some of the items lost and express his absolute displeasure at their tone. He also noted that the UPS attendant never informed us about any need to declare valuable items.
By now, he had lost all hope of pushing further. The fight had drained him. “Let’s just make the best of the time we still have here,” he said.
That first week, we had no energy for sightseeing. We stayed indoors, and I took the opportunity to binge-watch the final season of The Blacklist. I was deflecting my edgy emotions and I drowned myself with Raymond Reddignton’s escapades. But by the end of the second week, I remembered the places I had wanted to visit — top of the list, Tyler Perry Studios. With just two days left before leaving Georgia, we also had to replace the children’s personal and school supplies, as they had outgrown everything. Most importantly, I wanted them to see the Martin Luther King Jr. Memorial. I knew there would be so much for the children to experience and learn.
Our final day was spent at the Memorial. It became the only family highlight in Georgia, as the boys learned about the incredible life and legacy of Dr. King.
The next day, we returned Home. My husband was done, unwilling to endure UPS further. But I wasn’t ready to give up yet. Perhaps some Persuasive Communication could help. So, I wrote to the UPS management AGAIN.
The Negotiation
In my carefully crafted email, I highlighted several key points from UPS’ Code of Business Conduct, calling their attention to areas where their service had fallen short:
- Customer Relations: UPS states, “We communicate clearly so that our customers understand the terms of our business relationships, including contracts, performance criteria, schedules, prices, and responsibilities.
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- There was a failure in communication with us. The Store Employee did not explain their terms clearly enough for us to make an informed decision. We simply trusted the brand based on its global reputation, a decision that backfired.
- UPS Express Critical® Secure: This service promises, “24/7/365 customer service, constant monitoring and updates, online visibility, minimal touch-points, standardised security procedures, and contingency plans for your unique situation.”
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- We did not experience any of these features. Even if this service required an additional fee, we would have gladly paid to safeguard our valuables.
- Tracking Support:
UPS asserts, “If the shipment didn’t require a signature, our driver will leave it in a safe and protected place — such as a front porch, side door, back porch, or garage area.”
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- Photos and videos show they were left in front of the garage, a visible, unprotected area easily accessible to passersby. Given the large size and weight of the suitcases (each between 59-66 lbs), a more thoughtful delivery would have placed them at the front door, where there’s a doorbell to notify residents. The fifth suitcase that arrived later was delivered directly to the front door with the doorbell rang. But this was not the case with the previous.
- Delivery Attempts:
Their terms state, “If UPS is unable to deliver, a notice will be left, and a second or third attempt will be made without additional charge.”
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- Given the volume and cost of our shipment, I believe we had the right to expect this level of attention. Even if we had been required to pay for this extra care, we would have done so without hesitation to protect the irreplaceable items that are now lost.
- Code of Business Conduct – Customer Relations:
UPS acknowledges, “Our credibility with customers depends on our ability to fulfil our commitments. When we fail to fulfil a commitment, hard-earned customer trust is damaged.”
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- This perfectly sums up our experience. We placed confident trust in UPS to deliver our personal effects — previously owned and newly acquired. That trust was broken, turning a family vacation that was peaking in joy into one that hit rock bottom.
To conclude my email, I pressed them to make a fair and respectful decision that could restore our trust in UPS. I urged them to review the full context of this case and “reconsider a more suitable compensation”.
It’s been 4 weeks since sending that email. We’ve received no acknowledgement, no apology. So, what’s next?
We Move!
The Resolution
The second Attorney we consulted in Atlanta told us bluntly, “If you didn’t declare your items, and UPS decides to rely on that, it might be difficult to pursue.”
It turned out they soared on it. Though we were visitors unfamiliar with U.S. policies on missing luggage, the old saying goes, “Ignorance of the law is no excuse.” This had become a hard lesson for us: “Once beaten, a hundred times shy.”
At this point, whether UPS responds or not is irrelevant. The disrespect and disregard shown toward a global client were loud and clear. It would have been easier to drop the matter, move on, and join the statistics of those wronged by corporate policies that seem to serve no one but the organisation itself. But as the saying goes, “Evil thrives when good people stay silent.” So, this 5-part write-up is purely to raise awareness for travellers to become Wiser.
5 Lessons Learned
- Declare Your Valuables: Whether luggage or personal items, always specify the contents and their value when shipping.
- Read Policies Thoroughly: Treat policy statements like a GMAT exam. Ask questions and seek clarity on hidden clauses that could sting later.
- Don’t Be Swayed by “Big Names”: Whether it’s a Person, Organisation, or Country, don’t assume a good reputation means good service. They may just be riding on waning glory.
- Insure Your Belongings: Prepare for the unexpected. You never know what could happen.
- Use Tracking Devices: They’re a game-changer. Never ship valuables without one. But for the Airtags, we may never have found some closure.
To HR Professionals and C-Suites
To HR Professionals in C-Suites, this is a call to engage your Executive Management. Review policies that no longer serve your organisation’s noble goals, and reconsider those that have become ensnaring blind spots. Policies should protect the organisation, but they should also evolve to stay relevant to all stakeholders, wherever they may be, especially in global companies like #UPS that operate across 220 countries.
We eventually spilt the tea on the boys. They were stunned.
“All our things?” they asked.
“One box came, but it had majorly stuff for your Uncle in Nigeria and his kids,” I said.
Their faces fell, and I watched the spark in their eyes dim. It was heartbreaking.
“You know Daddy and I have always told you not to get too attached to things. They can come and go in an instant, and if you’ve attached too much of yourself to them, losing them can feel like losing a part of yourself. We’re sad too, but we’re choosing to move past it, one day at a time. At least no one got hurt, and we still have life. With time and hard work, we can regain what we lost. It’s never for the worst — only for the best.”
We hugged and said a prayer. I kept hugging them throughout the rest of the holiday, reassuring them that everything would be OK. But it didn’t stop my eldest from saying, “Mommy, remember I asked to take those Jordans to Houston. If you’d let me, they wouldn’t have been in the stolen box.”
That stung. I had refused him, thinking he already had enough to wear. I hated to admit he was right, but I apologised.
What a harrowing experience for all of us! I had to present the topic in two peer Coaching sessions to help me process my feelings. My perception of travelling has surely been reshaped. We’re still mentally ticking off items and every now and then burst into laughter when either of us is looking for something and can’t find it, then immediately all chorus— “It was in the box!”
At the end of it all, despite everything we lost, we still had the two most important things — Hope and Each Other. And that’s what truly matters.
The End.