(CBS NEWS) -- Neither UPS nor FedEx have
said exactly how many customers were impacted by the holiday delays, but they've brought in extra people and they've rented extra trucks to deliver a late Christmas to a lot of angry customers.
UPS now promises to refund shipping costs to
some customers who didn't get their Christmas packages on time. A UPS spokesperson says
only air and international customers are eligible for refunds, Mark
Strassman reported on "CBS This Morning." FedEx has apologized for the
delays, but has yet to say what its refund policy will be.
See Also: Package delivery delays irk customers
And they're not the only
ones trying to get back into the good graces of shoppers. Companies like Walmart,
Amazon, and Kohl's are offering everything from full refunds on shipping charges, to free gift cards toward future purchases.
But that's not enough for
people like Jeff Cormier. He had an iPhone case made with a picture of his
daughter as a gift for his grandmother, but she left town before it was
delivered. Cormier said, "I
don't know what more to say about how frustrating it is. It's not the gift,
it's just that 'ah' moment -- you know? You can't recapture that. That 'wow'
factor -- that's gone."
UPS and major retailers
blame the logjam on being caught off guard this year by a mix of bad weather,
last-minute shopping, and a 10 percent increase in online orders.
Some lawmakers in Washington
argue those companies should have been prepared. In a radio interview, Sen. Richard
Blumenthal, D-Conn., called for full refunds to anyone affected. He said,
"The reasons or excuses given by UPS or FedEx or any of these delivery
sources simply is inadequate."
Despite the mounting
backlash over the delivery breakdown, many are taking to social media to lend
their support to UPS. One post on the UPS Facebook
page reads: "I, for one, appreciate all you do all year long to ensure we
get our deliveries in a timely manner ... if a late present is the worst thing
that happens to them ... they should consider themselves lucky. Being with loved
ones far exceeds getting a present from anyone."
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