We shipped a large and heavy parcel to an elderly friend who was house-bound due to a pending hip replacement operation. Despite him being at home, UPS never bothered take the parcel to the recipient and simply dumped the parcel at an off-licence store in his neighbourhood. No card was left at his home, the package simply never arrived and we had to follow up with UPS in order to find out where the parcel actually was. My friend had to fetch the parcel (difficult because of size, weight and his age) and bring it home on foot. Seven telephone calls (more than 3 hours on the phone) later, my friend was eventually assured that a refund had been approved and was given a 'refund approval number', which he forwarded to me. A couple of weeks later we contacted UPS and were told that the refund was being processed for payment. A month later, the refund had still not been paid and we again chased UPS. This time we were told that the refund had never been approved and that no refunds were being paid due to the pandemic! In any business things can go wrong from time to time, after all, we all make mistakes! In such cases I would expect an earnest attempt to put things right. UPS clearly has no intention of doing this and is fundamentally a dishonest business, BLATANTLY LYING to get a customer off the phone with assurances of a refund while having no intention of ever refunding a service that they failed to deliver.