PHOENIX -- Romande Hallman is one proud mom.
Her 27-year-old son, Chris, is serving in the military.
"He's in Afghanistan right now," Hallman said. "He's married and has a 3-year-old daughter, and they're stationed in Germany."
Hallman knew she wouldn't see her son, daughter-in-law and granddaughter for Christmas, so she packed some boxes with gifts and shipped them overseas.
"I just wanted him to have Christmas," she said. "If he couldn't have us, at least have Christmas."
Hallman took the packages to a Valley UPS store in November and paid the company $186 for shipping.
Christmas came and went, and her family never received the packages.
Hallman said she received a stunning response when she asked the world's largest shipping company what happened.
"They're telling me that they take the boxes from their store and drop it off at the post office, and then that's basically the end of it for them," she said.
Hallman was in disbelief, saying she could have done that herself.
UPS also reportedly told Hallman the U.S. Postal Service is at fault.
The shipping company told 3 On Your Side that any packages sent overseas to military troops are handled by the U.S. Postal Service, which is responsible for reimbursements.
"It's not like it's just a $10 gift," Hallman said. "There's $500 worth of stuff floating around and I'd love for my family to get it."
3 On Your Side will continue to follow this story.