SOUTH CAROLINA -- On March 10, 2017 I sent a package to my grandsons in Annapolis, MD. This package was sent at a local authorized UPS shipper. The package got to Philadelphia, PA. It was tracked there and never left that location. This time was during a large storm in the area. I thought the weather was the holdup, but still no movement. I contacted my local shipper and they called UPS. They were told by UPS, that the package would be searched for and it would be settled in 2 to 3 business. UPS called my son and asked to speak to my grandsons (I had addressed the package to them).
He explained that they were in school and UPS could talk to him. He was questioned extensively about getting the package. He assured UPS that the package was indeed lost. Soon, they sent a driver to his house and he signed a paper saying he did not get the package. We kept contacting UPS by chat and email. Only one email was answered and the response was, "I hope we can Win back your trust." Not one word about what was happening. UPS wanted an itemized list of the package's contents as well as original receipts. I explained the package contained clothing and the receipts were in the box in case they needed to exchanged.
The shipper called back and was told that the package had been located and was being shipped back to me. We called later and we were told that UPS had called and spoke with my 12 year grandson and he had the package. If you think UPS is limited to the truth, you are sadly mistaken. As of today (4/19/17), the package is supposedly out for delivery to Annapolis, MD. My estimation is that UPS probably spent over a thousand dollars to keep from paying a hundred dollars. Not only did they fail to do anything in a timely manner, they were never apologetic or truthful. Never again will I ship UPS. From now on, it's USPS or FedEx.
NEW JERSEY -- UPS is the worst. I have a package that is too large for me to take to a UPS store that needs to be delivered by Christmas. Yesterday, I called UPS Customer Service and scheduled pickup for today. The woman with whom I spoke seemed almost drunk. I explained that the package had to be picked up today because I have to catch a plane at 5 am tomorrow morning. I also told her that I needed it picked up this morning because I had a hair appointment at noon and would likely be busy thereafter.
I was on the phone for over 1/2 hour, the majority of which time was taken up repeating my credit card number over and over again because she couldn't get the number right and explaining, also over and over again, why I couldn't schedule pickup at a block of time that included noon or the hours thereafter. She would say "10 to 2" and I would tell her that the slot wouldn't work. Then she'd say "9 to 1" and I tell her that this wouldn't work for me. Finally, after multiple tries, she claimed to have booked me between 8 and 11.
This morning, I waited and waited. I called at 10 and was assured the truck was coming. I cancelled my hair appointment and continued to wait. At 11:45, I called UPS Customer Service, only to find out that I was never booked for today. The woman I spoke with rescheduled me for between 5 and 8 tonight.
I rushed home, arriving at 4:30. It is now after 9. I just called Customer Service again. They said I'm still on the schedule for tonight, but they have no way of knowing when the driver will get to my house. I have to be up at 2:30 am to get to the airport. Thanks for being so unreliable, UPS. I can't wait to tell my nephew that his present will be late because I made the mistake of having confidence in you. Next time, I'll go FedEx.
SAN DIEGO, CALIFORNIA -- I refused delivery of a package by mistake. UPS contacted my company and the situation was corrected, the package would be delivered on Monday. When I came to work on Monday, there was a UPS notice on my door saying they tried to deliver the package on Friday but there was no one here to sign for it. (We were closed for Veteran's Day.) So I immediately contacted customer service and spoke to the nicest young man named Tim. He was able to find the package and assured me that it would be delivered today, since it had been put on a truck at 6:00 a.m. Thank you UPS for having this person on customer service detail. Forever grateful.
RENTON, WASHINGTON -- They broke my very expensive item. They completely removed me from the claims process and absolutely refused to speak with me about the claim until they denied it. They disposed of the damaged portion of the box and returned my broken item to me in the remnants of the box. They refuse to replace the item. They refuse to refund the money I paid for shipping and handling. This company is a bunch of crooks, and there should be a class action lawsuit filed against them.
While awaiting a delivery, we noticed the UPS website said 'delivery delayed, unsatisfactory address information'. We called UPS customer service within minutes. Advised the exact address shown was correct. We also said we were unhappy they made no effort to call or email us prior to cancelling delivery. UPS customer service followed up with an email explanation that when they have an undeliverable address, they do not contact recipients. UPS had delivered to the same address in the last week, they also called minutes before the delivery. Our verdict: Poor customer service by UPS.
UPS lost my Christmas cards from Shutterfly. I was notified of this after calling them. They did not apologize. They launched an investigation that can take up to 8 days (Christmas is 6 days away) and contacted Shutterfly. I called back a few hours later to see if they would cover the cost of expedited shipping of my cards. They not only did they deny this, but again failed to apologize for the lost package and then their representative Barbara hung up on me by putting me hold without telling me. Will be reviewing them online negatively.
ASBURY, NEW JERSEY -- I shipped a vintage computer and monitor from NJ to Conn. which is not very far. The main box was brand new. The computer was wrapped in bubble wrap. The monitor was wrapped in bubble wrap, placed in a separate box and placed in the larger box with packing around it. The box looks like it fell off the truck going 60 mph. The monitor was completely destroyed. They had to put tape around the whole box to keep it together. UPS said I did not pack it well enough. Check out the photos. Think twice about using UPS.
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.
EDMOND, OKLAHOMA -- UPS is the WORST! I had to send my TV since I was moving to another state. I took it to the store and the manager from the UPS store sold me an insurance (if they didn't have an insurance I wouldn't have sent it) and saw that the TV was in the original box and told me the packaging was ok and it met the UPS requirements... I waited for my TV for a week or more to arrive. After it arrived I opened the box and my computer had the corners completely white, so now they won't respond for my TV. I paid for the insurance and now they are telling me they don't have an insurance. NEVER send a package with them, they won't take responsibility for it. THE WORST!!!