HAWAII -- I was moving from one island to another in Hawaii and an administrative assistant at my company offered to ship a couple boxes for me. After 2 weeks, one box had still not arrived and she called UPS who sent her paperwork to initiate a claim. I also called but they would not give me information because I wasn't technically the sender. I explained that it was all my things just being shipped by my company but that didn't seem to matter. Assistant did send the paperwork to me which I sent back to her and we thought that would be the end of it.
When nothing happened I called back again and was told to call a different number for the claim and I was told the claim has been closed. When the assistant checked on it they said they never received the paperwork and closed the claim. I filled out the paperwork again, send it back to the assistant to send it in again. When I called several days later to check the status I was informed the claim had been closed and the money has been paid to my company. I need to contact my company to get the refund for the missing package. When I called my company they said there is no such thing.
The admin. assistant called UPS again and this time they told her again the claim has been closed because they never received the paperwork AGAIN, which both her and I had emailed twice and she had also faxed. This is after I was just told by a customer service representative that the claim been closed because payment has been made. So I called back again, had to explain the whole situation again was directed to call someone else explain the whole situation again.
I was told then they didn't know why someone had said the claim had been paid, but that the claim was not processed again because of the lack of paperwork which should already been sent and twice. I asked to speak to a supervisor, explained the whole situation again. He said he would send the paperwork back out to the assistant since I was not technically the sender and he would call me to follow up the next day. I filled out the paperwork out for the third time and my assistant sent it in.
The next day I received no follow up call from the supervisor and I had to call again for the sixth or seventh time now where I was told that a refund has been processed and my company should receive a check within 10 days. I was also told they only pay up to $100 which was never known before so this was news to me, but at this point I'll take whatever I can get. The payment has not arrived yet but I'm hoping that this will finally settle that it has been over a month now and I have neither my package nor any refund and I have spent hours calling and emailing trying to get someone to help me with this.
This is the worst customer service experience of my life. Both myself and my assistant wasted so much time and no one did what they said, often giving me false information. If you place any value on your time, I definitely lost money due to all the time spent calling, telling them the same information over and over again, being directed to call other departments and other people, and filling out the same information 3 times. Next time, use Fedex and save yourself hours of headache and frustration.
NEW MEXICO -- Package delayed (inexplicably) in Commerce City, CO hub. When UPS was contacted (because the delay would result in their missing the guaranteed delivery date) the "customer service representative" in essence said "Well, the tracking doesn't really tell you where the package is and we don't have a delivery date." So in essence - you don't know where the package is, don't know when it will be delivered, and are unworried about missing your "guaranteed delivery date"?
Subsequently, the delivery was rescheduled. It was "guaranteed" by Friday and reset for MONDAY. While I recognize that they generally charge for Saturday delivery, one would THINK they would have made an effort to achieve a free Saturday delivery given that they missed THEIR guaranteed delivery date which, given I paid the seller for both the 5 day shipping AND expedited shipping out of the warehouse should probably have been of SOME concern. They also then informed me that ANY refund for the failed shipping would have to come FROM THE SELLER. I'm not clear on why THEIR failure requires punishing the seller - but apparently UPS is unconcerned with that.
So like many, I took my issue to social media. Their "social media help" folks contacted me. They asked me to e-mail them. I did. They responded by informing me the delivery was delayed because THEIR employee made a mistake. I pointed out the item was now in town as of Friday afternoon and a Saturday delivery would make sense. They agreed and promised it would be "on the truck for Saturday delivery". It didn't show up. I e-mailed them again early in the afternoon on Saturday. They didn't respond.
I returned to social media. They again asked "Have you e-mailed our help people?" I said "Yes. They're the ones who guaranteed a Saturday delivery. I e-mailed again four hours ago. No response." They've now "promised" someone will be in touch by e-mail as soon as possible. Yey?
GREELEY, COLORADO -- On the 11th of April, my parents went to The UPS Store, in the Bittersweet Plaza, located in Greeley, Colorado, to send me (in Mexico) a badly needed LCD screen for a tablet. They were charged 34 dollars. For the last 3 weeks, I have been calling the UPS store here with no luck. I finally called my parents and told them to find out where it's at. They were told that it was delivered on the 16th of April and that I should go pick it up. So, I call the UPS store here in Mexico and give them the tracking number.
They tell me that since it doesn't start with a 1z that it's most likely going to be a Mexican Post Office issue and the UPS store generally sends stuff like that via USPS. So, now I call my parents and they were told it was sent USPS but to them, what's the difference. So, now I'm pissed because The UPS store charged 34 bucks to put 4 dollars in stamps on a package they knew wasn't going UPS.
I visit the local post office here and they tell me that it's going to take around 3 weeks - 5 weeks to get here. :( Even more pissed. So I call them and ask them why didn't they tell my parents that it was going to be sent thru the Post Office and to charge the Post Office rates, not UPS rates. They didn't answer me and told me to call back when the manager is there. What a bunch of thieves!!!
BOSTON, MASSACHUSETTS -- I recently took several boxes to the UPS store in Boca Raton, FL after my mom died and I was distributing mementos to family. I was very clear with the representative at the store that this was a fragile box full of fragile memories. She assured me she would mark it appropriately. When the box was delivered to my condo and received by the concierge, the box was broken on all of the sides, the bottom was ripped apart and there were NO fragile signs visible.
Every piece of glass inside the box was shattered, every piece was either bent or broken and several things were missing. It looked like the box had been dropped off the truck and then run over. All of the memories gone... There were no notes or no acknowledgement from UPS about their liability. Needless to say, I was angry and extremely sad that all of my mom's stuff was left in a shattered mess. UPS... never again!
RESEDA, CALIFORNIA -- UPS is unionized and that means they don't care. They will ban you for deliveries if they don't like you. UPS has a list of reasons not to deliver to your business that is 10 pages long. Their union encourages drivers not to deliver if they don't feel absolutely comfortable. The ups customer service is located in the Philippines and they have no idea where your package is. The ups union encourages its drivers to hold your package hostage if they don't like you.
FedEx is not unionized and will get you your package without threats of returning your package to the shipper. The Van Nuys customer center routinely tells its customers that they will return your package back to the shipper if you don't like their service. Watch out for George in Van Nuys. He likes to return packages. He says his union boss told him to do it. Just because you get an email telling you that ups will deliver a package, doesn't mean you're going to get it. It is up to the driver to deliver or not and the union will back him up.
KANSAS CITY, MISSOURI -- Okay, So I paid for 2 day shipping on a Friday, which apparently they don't work on the weekend, and was told I'd get it on Tuesday. Tuesday rolls around and it says it is still in Kentucky. Okay. Well, then I call and at least get my 25 dollar shipping fee refunded but now it is Wednesday and supposedly at 10:50 AM they tried to drop it off and no one was home. I never got any notification as to what time of day or anything they were going to be dropping it off so I can't plan for it. I was working of course.
Well on top of this my roommate said he was in the front room and did not hear a knock or anything during this time. So instead of dropping it back by or calling me WTF? Just call me. I entered my number for a reason... They said "oh, they can drop it off the next day around the same time... (still have to work) or you can come and pick it up the next day." How's that for service? So I said "uhh no, I'll just come pick it up today because I've been waiting for this thing and now I have a one hour window to pick it up in a different part of town when it should've been here 2 days ago."
NEED NEED NEEEED more communication with customer. You all have my personal line so how is it so hard to call or text that it is coming or whatever. I'm more frustrated that this happened after the fact I paid more for 2 day shipping and it didn't come.
SEATTLE, WASHINGTON -- UPS banned me as I complained about a driver who threw packages down our hall. Each complaint in a customer service call center was followed by a local-annex foreman who called to give profanity and threatened to cut off UPS service. I complained 5 times about the driver and foreman. Customer service management banned me for 5 complaints. After sending a letter to their CEO, a CEO Secretary banned me for my 5 complaints.
After that, UPS ground delivery requested US Mail to stop delivery and to ban me. A lawyer did not help me with a "mercy-apology" letter. With the lawyer's letter, the same secretary was even more evil. Now for 11 years I have not received bills or packages.
NEW YORK -- I ordered a lens from B&H for my wife as a surprise birthday gift and paid for expedited shipping… ordered Friday due to receive on Saturday. Nope!! These idiots lost my package and I was told that it was "left behind" at the sorting center in Queens. And worse yet, I had a "SUPERVISOR" get on the line and he told me that UPS runs a skeleton crew on Saturday and that he could not reach anyone at the sorting center to find out about my package. I was then told that it would arrive on MONDAY!!! I AM DONE with UPS!!! They truly suck, and their customer service is even worse.
FLORIDA -- I shipped a package on Sept. 30, 2015. Correct address and correct phone numbers for me, the sender, and my daughter, the recipient, at a residential address in Denver. I never got any notice of delivery and neither did she. They claim they tried to deliver it but it went to the Denver holding facility without either of us being able to find that out. They could not tell me where it was. My daughter was calling their facility every day and suddenly they say it is there and they will send it up front for pickup. They told her she has 15 days to pick it up. She gets there the very next day and they say it has been shipped back to the facility here in Florida.
THEY NEVER CALLED HER NUMBER OR MINE. THEY NEVER REALLY TRIED TO DELIVERY IT. What is the truck driver doing? Sleeping in the van? I want my shipping money back and I want to be reimbursed for the ruined chocolates that should have arrived on the October 6th. It is just 10 out as I type this. Why was it not held at the facility?
I have heard such horrible things about UPS, or OOPS as the public call them but I did not think that this simple delivery at a none rush time would be handled with so much incompetency and disregard for a paying customer. I am going to complain on every possible avenue and write a BBB complaint if I do not receive compensation. UPS needs to go out of business. It is a joke.