UPS complaint

I ordered a package from a company which was sent out via UPS on 9/14/06.

It was scheduled to be delivered on 9/19, when I got home on that day,

there was a slip left at my door from UPS that they tried to deliver this

package but noone was there to accept it. I have ordered from this company

on numerous occasions and never had a problem before, the package was

always left at my door (no signature required). In any event, I signed the

back of the UPS slip so if they come out again, they can leave the package.

On 9/20, I get home and there is yet another slip (2nd attempt), so I

immediately called the customer service dept who informed me "they don't

know why the package was not left if I signed the back, they had a

substitute driver", they asked me to sign it again and leave it on the door

for the next day. Now it's the 3rd day (9/21) and low and behold, I get

home and there is yet another slip on my door with a note that says

"nowhere to leave". Now I'm getting annoyed, and once again I call

customer service and again noone can explain to me why my package was not

left, they were leaving a message for someone in the office of the facility

who had my package. I received a call from the office at 8:40 pm who

assured me that the package will be left tomorrow but just to be on the

safe side, I instructed them to inform their driver to leave the package.

Now being that its the 3rd day and the final attempt, I was told that I

need to pick up the package which I told them I was not doing because its

an inconvenience and NOONE CAN EXPLAIN TO ME WHY MY PACKAGE WAS NOT LEFT so

they supposedly assured me that my package would be left on Friday 9/22.

It is Friday 9/22 at 5:00 pm, no package - so I decide to call again and I

was informed that the driver had until 7:00 pm to deliver the package. It

is now 10:00 pm, I called again and now there was no knowledge of me even

calling or even an attempt to deliver my package. Now I'm told that I

called and made arrangements for me to pick up the package. THIS IS UNTRUE

so at this point, I demanded and appropriate answer and asked to speak to a

supervisor or someone in higher command, I was told "there are none". The

best thing they could do for me is to leave a message for the driver and my

package would be delivered on Tuesday. I asked why can't my package be

delivered tomorrow (Saturday) or Monday and I was told that by the time

they get the message it would be Monday so there is nothing that can be

done. I'm furious at this point and asked the customer service rep what

does she suggest I do at this point because obviously noone can tell me the

truth or explain once again WHY MY PACKAGE WAS NOT LEFT. This is

unacceptable to me.

Now it is Monday 9/25 and I called 1st thing in the morning and was told my

package was delivered at 9:30 am but low and behold I check the system for

a status and it does not say that at all. WHERE IS MY PACKAGE!!! I called

again and now I'm told that my package is on the truck and it will be

delivered today. I ONCE AGAIN ask why was my package not left.....again no

explanation. The only words that I heard all throughout this ordeal is

"We're sorry". Well that is not good enough, I demanded an explanation and

wanted reassurance that someone knew where my package was. Of course no

explanation and no assurance except "your package will be delivered today".

Now, finally at 3:09 p.m. my package is delivered still with no

explanation. I immediately wrote an email to UPS with my complaint. I

received a phone call the next day from the supervisor of the office

stating "your package was delivered at 3:09 and left at the front door"

there are no other packages here for you. Again, I forwarded the same

email asking for a response in writing as to exactly what happened to my

package and again, I receive a phone call yesterday "we don't have a

tracking number, so since you didn't provide us with that information,

there is nothing we can do for you".

I work for a major corporate company who is utilizing UPS service and

because of the poor service I have received, I have also submitted a copy

of this complaint to the office services dept who contracted UPS to us

because I think they need to be made aware of this. I'm sure my complaint

is not the 1st but to have a complaint unanswered by UPS is not acceptable

also and it makes me very doubtful in using their services again.

Sincerely,

Sally Barksdale

Comment On This

I too have recently had problems with UPS. I mailed a Christmas package to my daughter. It weighed max 6 pounds. I wanted to get it there ASAP so the cost came to..... are you ready for this?? $150.00..........I figured I would deal with that as she is my only. The package went from Southern California to Toulouse, France. When it arrived she was told she would have to pay duty and taxes. I thought that what could that be........a couple of euros or maybe $10 to $20 if that. They charged her 90 euros which is almost $150.00. The value of the contents was $260.00. So you get the picture. We have learned our lesson.

I mailed a similar weight package to her after the ordeal with UPS and it cost US Mail.......$58.00......and low and behold......she didn't have to pay customs or duty. I don't quite understand why with the US mail she didn't and with UPS she was ripped. Moral of the story......no UPS for me ever again.