I had a medium/large package with about $750 worth of leatherworking tools that was supposed to be delivered Saturday. The tracker said it was delivered to my apartment at 5:30, and I noticed the update at 5:40 and went outside to grab it, but the package wasn't there.
I live in a very large but nice apartment complex that is gated, so i don't think it was stolen. The proof of delivery photo is literally a picture of just a hallway wall and a bit of the floor- no visible package or unit number whatsoever.
I called the general UPS customer service line, and they reiterated that it was delivered and could offer no explanation as to why the picture didnt show the package/unit. I asked them to verify the delivery address and they said my apartment number was missing from the end of the address. I verified the address was correct when it was sent to the merchant. So as an example, instead of 1000 beaver lane apt#690, it only said 1000 beaver lane.
The conversation with the customer service rep on Saturday ended with them saying they escalated the issue and would have my local office call back first thing Monday morning.
I walked most of the very large complex within an hour and a half of the supposed delivery and there was no trace of the package.
I did not receive the promised call this morning. At noon I decided to call the general customer service number again. They said they escalated the issue again and I would receive a call soon.
I just got off the phone with an incredibly unhelpful lady at the local UPS distribution center who said that the driver who delivered the package wouldnt be in until tomorrow. I asked what the normal procedure for a package missing an apartment number was, and she said they would normally leave it at the front office of the apartment. I already checked and it wasnt there. She was dismissive about my concern regarding the proof of delivery picture that showed no proof whatsoever, and basically just told me she would try and talk to the driver tomorrow and that i should just file a claim.
I am so incredibly frustrated because I waited a month for these tools to get here and I need them to make a present for my mother's 70th birthday and they are quite expensive.
Can any drivers give me any insight as to what might have happened here? Should I just go ahead and file a claim? Is there anyone i can talk to who can actually help me?
Edited to add an imgur link with the delivery photo. It has no personal info so it should comply with the rules.