It's almost March, but some people are still feeling the effects of the Christmas shipping crunch.

In this case, it's a dispute over a "guaranteed" Christmas delivery that didn't arrive until three days after Christmas.

Last December, the Menton family of Bothell put together a special Christmas package for Grandma, who's battling cancer in Massachusetts.

It was an especially emotional time, because in addition to dealing with breast cancer, Michael Menton's mother was also mourning the recent death of Michael's younger sister. The family say they scrambled to collect items that would brighten her Christmas, including a homemade CD of live music performed by members of her family.

Delivery by Christmas was crucial and they knew they were cutting it close Michael took the package to a UPS store on Dec. 21.

"We knew that we were down to the three day limit. We knew that UPS offered three-day service," said Michael. "I told him I needed it three day, and he said, "Sure. No problem. We'll get it there for you."

The cost? $74.85 Expected delivery? Dec. 24.

The package left the Seattle-area Dec. 21 and went to Kentucky, West Virginia, Philadelphia and Connecticut.

It finally reached Grandma in rural Springfield on Dec. 28.

Counting on the three-day guarantee, Michael's wife Tammy was first shocked, then angry, when she returned to collect a refund.

The refund was denied. Tammy says she was told the 3-day guarantee had been suspended the same day their package was shipped.

The Problem Solvers found the temporary suspension notices is in the fine print on the UPS Web site:

Peak-season guarantees: Commitment times for air and international shipments delivered within the United States and Puerto
Rico will be extended by 90 minutes on the following days: Nov. 27, Dec. 18-24 and Dec. 31. International air shipments picked up or delivered in the United States are guaranteed throughout the holiday season. The guarantee for all U.S. air services and
UPS 3 Day Select® is suspended for shipments picked up on Dec. 21, 22 and 23. The guarantee also is suspended for UPS Ground and UPS Standard packages picked up or scheduled for delivery between Dec. 11 and Dec. 24. For further details, visit ups.com for UPS Tariff/Terms and Conditions.

But the Mentons did not to onto the website and they insist there was no warning anywhere at the store- nothing posted, and no verbal acknowledgment.

Tammy says when she challenged the store manager, the manager called someone reported to be at the corporate level who was steadfast in denying a refund.

"You know one of the only things that seems to work with big companies these days is the media." . said Tammy.

I contacted the public relations department and forwarded the Menton's initial complaint to us details their experience from from day one. By e-mail, I got the following response from UPS Public Relations Manager Susan Rosenberg:

"Connie: My UPS colleague in Seattle forwarded your viewer's concern. We sincerely regret that Ms. Menton was given information that did not clarify the suspension of UPS money-back guarantees for shipments picked up on Dec. 21, 22 and 23. That information is posted online and at our shipping locations, as it is common for UPS and our industry during this peak period. There was every expectation that the shipment would meet the transit time, and when it did not, the follow-up communications added confusion.

"We are providing a goodwill gesture to reimburse her shipping costs. There's pride at UPS in the expertise we've honed to manage a global network, capacity and an expanded seasonal workforce that sustains reliability and performance during our busy peak season.

And true to their word, this month UPS mailed a check for a full refund.

"I was very happy. I was very happy that you guys were able to contact somebody in corporate," said Tammy.

"At the end of the day you did get this done for us, and we do appreciate it very much." said Michael.

The Mentons say the full refund was more than they had asked for in the first place. They just wanted the additional money they paid for the 3-day guaranteed delivery. They say while they're happy to get the money, the dispute should never have come to the point where they had to resort to contacting the media.

"I appreciate their apology, and even more so I appreciate the refund, but I do hope that they will take it to communicate a little bit better, because that's what it's all about- and customer service is important if you want to keep your clients these days." stressed Tammy.

Moral of the story: If you pay extra for guaranteed delivery, especially during peak shipping periods, get that guarantee in writing.

And if you feel you're being treated unfairly, be polite but firm in your pursuit of a fair resolution. Don't stop with a manager or supervisor. Take your complaint all the way to the top, if you're certain you're in the right.

For more information:

UPS Delivery Guarantee

UPS 2009 Year-End Holiday Schedule