- Appliances, Equipment, Tools
- Arts, Crafts
- Building, Construction
- Business, Finances
- Cars, Motorcycles, Boats, Vehicles
- Clothing, Shoes, Apparel
- Computers, Software
- Consumer Electronics
- Delivery, Moving Services, Storage
- Gambling Games
- Games, Gaming Consoles
- Government, Police
- Health, Beauty
- Home, Garden
- Internet Services
- Jewelry, Watches
- Job, Career
- Kids, Baby
- Law, Civil Rights
- Magazines, Newspapers
- Nature, Environment
- News, Media
- Online Scams
- Online Shopping
- Pets, Animals
- Products, Services
- Public Transportation, Taxi
- Real Estate
- Restaurants, Bars
- Scam Contests
- Society, Culture
- Sports, Recreation
- Stores, Shopping
- Travel, Vacations
- TV, Music, Video
- Unauthorized Charges
- Unsolicited Phone Calls
- Wedding Services
Delivery Services, UPS poor service by UPS
Posted on Wednesday, August 16th, 2000 at 9:39am CDT by a66de67a
UPS service and delivers is bad
United Parcel Service (UPS)
Date: Tuesday, August 15, 2000 09:39 AM
Just a quick note UPS dilivered 1 of 3 packages to the wrong addres and then told me it was delivered to me. They then said it was my problem with the company that shipped the packages to resolve even though UPS was the problem. Why anyone uses UPS I don;t know.
I found this one also.
United Parcel Service (UPS) Complaint
Why I will never ship using UPS again About a week ago I ordered a product from a company. The company shipped the product to me using United Parcel Service (UPS). The product was delivered to my home while I was at work. A little yellow sticky note was stuck on my door. The note said that the package required a signature and that it would be delivered the following day between the hours of 12 and 3 p.m. I took time off from work to be at home before, during, and after those hours. The actual time of the attempted delivery was 6:30 p.m., I learned from a local UPS manager.
The package was not delivered. Instead, another sticky note was left on my door stating that I should call U.P.S. about picking up the package at their office. I called the number and was informed that the package could not be picked up because their office was closed. I was given the following options: I could have the package delivered to work (my workplace does not allow this) I could have the package left at a neighbor's house (my neighbors, at least the ones I know work) I could take a day off from work and another delivery attempt would be made (they really suggested this, I'm not joking) I could ask them to return the package to the shipper and request another shipper (my vendor was less than thrilled about this) I could try to pick up the package at UPS after work, but there would be no guarantee that the package would be available for pick up. (sounds like a non-option to me).
After talking with yet another ineffectual call center manager and a local manager I was assured that the package would be delivered on the next day (this is the third day) between 5:30 p.m. and 7:00 p.m. I came home from work at 5:30 p.m. and yet another sticky note was left on my door stating that a signature was required. This time the driver arrived deliberately early just so that they would have the pleasure of leaving another sticky note and the smirky joy of not delivering the package. I guess that they thought that would show me. Perhaps, this measure was their way of demonstrating who had the power.
Once again I called the UPS customer service number and talked to a call center supervisor. This time I was told that they would call the local pick-up center and have someone there call me within an hour to let me know if I could pick-up the package. No one ever called. I wasn't surprised I'm not suppressed at any breach of customer service ethic by UPS. The package was never delivered. On the third day after the last screwup by the driver a lone UPS employee suggested that I pick up the package (which turned out to be two packages) at the pick up center.
Of course it took an hour and a half to set things up so that I could pick up the packages. What I have to look forward to is the fact that my neighborhood is blacklisted and I may never have another UPS shipment left on my porch. UPS has permanently alienated me. I will never use them to ship a package and I will tell every vendor I deal with my story in the hope that they will stop using UPS. Here's some interesting facts about this complaint Several call center operators and three supervisors said that the shipper requested an in-person signature, a lie. (The shipper said that they did not request a signature).
The approximate in the approximate delivery time is plus or minus 2 hours according to two call center operators. Could you imagine telling your manager that you would be returning from lunch at approximately 1 p.m. when you knew you were talking plus or minus 2 hours. What a joke. The actual attempted delivery time was 3 hours past the approximate latest delivery time.
The fact is that UPS does not supply accurate approximations of delivery times. The call center operators and managers say that they can't estimate a delivery time for any package. The approximate delivery times on the yellow sticky notes is totally misleading. This is another attempt by UPS to laugh at their customers. When confronted with the shipper, UPS admitted that it was up to discretion of the driver to request a signature and that the shipper did not request a signature. Two call center managers clearly stated that it was not the driver, but the local managers who had requested the signature because of the type of neighborhood I live in. (My neighborhood is about 90 percent black).
When I asked if the decision to request a signature was based on the racial makeup of the neighborhood I was told that it was not. I was told that the reason packages delivered to my neighborhood required a signature was because of the numerous thefts and claims originating in my neighborhood. When I requested data to support the claim that thefts and claims were greater for my neighborhood they said that no data was available. When asked for a means of escalating this problem, one call center supervisor hung up on me. (TQM obviously hasn't made an impression on the UPS call centers.). Why I am angry My vendor and I are trying to do business and UPS is getting in the way, costing us time, money, and a great deal of aggravation.
From my perspective, UPS did not do all they could or should do to unite me with my package. They insisted that I should make myself available to receive the package during times that were convenient for them. When I met their requirements they didn't deliver the package. When I suggested that it was time for them to deliver the package when it was convenient for me, they laughed. They said that they were not going to "change a hundred year old policy for me." After they failed to deliver the package, they offered no better means, no escalation process, for uniting me with the package.
They lied when they said that the vendor requested a signature. Their customer service center is not a customer service center. Their call center operators are not empowered to do anything, but restate a customer unfriendly service policy. Their call center managers have now more power to correct problems than the call center operators. I am angry that UPS call center managers openly admit that they blackball neighborhoods. I interpret the blackballing as corporate racism.
I work for a company whose work ethic is based on customer service. I know that I, my manager, the vice president, and even the C.E.O. would personally hand deliver a package after work if I knew that it was necessary to satisfy the needs of a customer or because a customer fell through the cracks of our service policy. UPS's response, in my case, was to tell me to cooperate with them by taking a day off work so that their driver could feel secure about delivering a package to a black neighborhood.
Wow that makes me mad. Does it make you mad. Had my vendor shipped my package using FedEx I would have it by now. I might have had to sign for it, but if I weren't at home I could have picked it up later in the evening. I called around and found that UPS was the least user friendly when it came to after work hours for package pick up. I will never again use UPS as a shipper unless there is no other option. What is UPS doing wrong? UPS, is as the call center manager who hang up on me said, is a 100 year old company and they act like it.
Other companies like FedEx have raised the standard for customer service. UPS seems unaware of the needs of their customers and the customers of their customers. They act as though they are the only shipper available and that customers have no choice, but to use their services. They are wrong. In the world of e-commerce where customers expect to order something over the Net one day and receive it the next, UPS is out of touch.
They are still operating in a mindset that was ending 50 years ago. We no longer have as many homes where a spouse stays at home. Everyone works now. Children are often in daycare or school. Most of us who work, spend lots of time at work. The time we are available to physically receive packages at home is after 6 p.m. and on weekends. FedEx and other shippers know what customers want and try to accommodate them. UPS acts as though they could care less.
As e-commerce grows I expect UPS to lose market share and go out of business because they can't adapt to modern customer service trends. I will not weep for their demise. Good riddance. I hope that a reporter, a lawyer, a black activist reads this and follows through with a either an article about UPS's lack of customer service, a class action law suit is filed on behalf of blacklisted neighborhoods, or that a they are investigated to see if their motives for blacklisting are racist.
If you have had a bad experience with UPS please share it with me by sending me an e-mail listing the address of the Web page where you have posted it or an e-mail describing your experience. Thanks, Max