Last month (Jan 2025), I was moving internationally from England to the United States and chose UPS to ship 6 boxes of my possessions (15kgs each) to my new home. I filled out the online form long in advance and booked a day for collection. There was nowhere to add a note, so I had to inform them by e-mail that the boxes were up five flights of stairs with no elevator. I had already had the removal guys over and my plane ticket was booked for the day after the UPS collection. On the scheduled date, someone from UPS came: one young woman who was slight in stature (her name was Tate). I asked her if she was aware these were 6 boxes at 15kgs each. She said nobody had told her and that she was not going to be able to carry them all down all the stairs AND that the van they gave her was too small to fit that many packages anyway. She left and said she would contact the depot and ask them what to do and that someone would be back later. I was skeptical that Tate, and her manager, would resolve this issue, so after half an hour, I contacted the Newhaven depot myself. I got connected to Liam: the “Specialist Operations Manager”. He confirmed that he was her boss. I then asked him if she had contacted him about my situation. He said she had not. I told him the situation myself and that this job needed at least one strong guy, if not two. Liam: She’s the only one around to do this. I’ll get her back to you this evening with a bigger van. Me: How is she going to lift all these boxes, down all these stairs, by herself? Liam: Well, is there anyone there that can help her do it? Me: I could do it but it’s not my responsibility. I have paid £450 and part of that is the service of UPS coming up to collect the boxes. Liam: You're going to have to help her. Me: If I do it, UPS is going to have to give me money off. Liam: We’re not going to do that. Me: So you’re telling me that I have to do UPS’ job myself, even though part of my £450 was for this service? And, moreover, that you are not even going to give me money off what I paid? His response? Liam: J, you’re not doing yourself any favours right now. Me: Excuse me? Liam: I said, you’re not doing yourself any favours right now. Me: I am moving to America and these boxes contain all the possessions I’m taking with me. My flight is tomorrow morning. My landlord expects me out by then. If these boxes are not taken today, the day that I booked, there will be no way of getting them to my new home in America. You need to get at least one strong guy over here or give me money off. Liam: I’m not going to do either. Me: So what if I don’t help her? Liam: Then your boxes will not be shipped. Me: Fine. I’ll do it. And I did. I had no choice. One more thing: When Tate came over that evening in the big van, she said she was not sure if there would be room because it was the end of the day and it was now loaded up with packages. Tate: But we’ll try. After I brought down all 6 boxes, down all 5 flights, she said, “I managed to get them all in the van, but just barely.” What would I have done if they didn’t all fit? Best, J