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UPS damaged goods and small claims court
Posted by Prodiver on 08/24/2002
USA, CALIFORNIA -- Unless you have a great deal of time and nothing better to do, don't bother trying to take UPS to small claims court to collect for goods damaged in shipping. UPS is self insured so they do not come under the jurisdiction of any state insurance commisioner. There insurance adjusters know every dirty trick in the book to get out of paying a claim. I have been fighting for over a year to collect on a claim. There job is to go to court and that is what they get paid to do. You cannot collect a small claims judgement for time off work. They know how the system works and how to get postponements and delays and they use it to their advantage. They collect a great deal of money for insured packages and most get through ok. But when there is a claim they have a whole list of reasons why they won't pay. I think the Attorney Generals office should invistigate there deceptive, dishonest, and probably fradulant insurance practice.

     
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Posted by Pitkins on 2004-08-25:
I too think the Attorney General should tear into UPS for the fraudulent deceptive way they do business. I had insurance for $1000.00 on a package that was crushed by ups and destroyed. They never even inspected it and immediately claimed it was not packaged correctly. I have been shipping 20 years and know how to package. 3 months now and they still will not pay out on my insurance claim. Yesterday I found out the UPS driver delivered $800.00 worth of COD packages without collecting the COD charge. I called UPS and they denied everything as they always do…What recourse do I have…None at all!. Today I open my bill and these thieves billed me $10.00 for an incorrect account number. In spite of the thousands of dollars they have cheated me out of, they would not remove the $10.00 charge…..If I had it my way, And the money to back me, I would lobby congress to pass a bill which would give us the consumers the power to do something against this corporate giant. UPS is a thieving dishonest company and should be sanctioned.
Posted by truckin21 on 2007-02-04:
All large companies (UPS, FedEX, Swift Transportation, Schneider, J.B. Hunt, etc.) generally are self insured, because it is cheaper because they do have the manpower and the finances to make you "wait" or delay any decision hoping that you will get tired of it all and "quit". Most people do. They say "you cannot beat big business, or big money". They say: "OK, you want to go to court? Fine, we aren't the ones that will loose. You will not only lose time off work, but we can drag this out for as long as we want to, because we have the attornys, we have the money, and we have the time." And, most people go along with it. THAT IS WHY THEY CAN DO IT AND GET AWAY WITH IT!!!. And, if they do lose, in the end, all they will do is raise their rates to pay for any fines, reimbursments, what ever. So, we the consumer, still lose regardless. And as long as we let these people get away with things, no matter how small, we will always lose even if we "win". Stick to your guns, my friend, and them be RESPONSIBLE FOR THEIR ACTIONS. Believe me, if the shoe was on the other foot they damn sure would make you pay. Good Luck, let us know how it comes out.
Posted by jrain on 2009-02-22:
People FILE A COMPLAINT WITH THE BBB!!!!!!! No joke.
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UPS Customer Service is HORRIBLE and they don't actually DELIVER packages
Posted by LMS79 on 03/20/2006
BOSTON, MASSACHUSETTS -- I have had numerous UPS issues but in the last 3 months I have had such poor service from them I will never use them again. I live in Boston in an apartment building and UPS will not ever leave packages that are not signed, even if you expressly waive any right to sue UPS for lost packages. Since I work, like most people, I am never home to receive packages. I tracked my package online when I got home and found no info notice on the door - I knew my package was supposed to arrive that day. Turns out, the driver had attempted delivery and I was not home - but there was no notice left to this effect. The next day the same thing - no notice, but after tracking it I noticed they attempted delivery again. I called UPS who assured me it would be delivered the next day between 2 and 5 pm. I was home all day. Eventually I called UPS and after many long conversations with supervisors, I insisted they connect me to the warehouse/dispatcher [which, if you insist, they WILL do even though they ALWAYS tell you they have no way of getting in touch with them]. The dispatcher told me that my package was left off the truck. Her name was Laura, she works in the Watertown facility. The number there is 617.923.3388. They do not give out this number, but I had a problem with UPS in the past, and the woman who called from there left me the number on my voice mail. Laura told me that my package was lost - they didn't know where it was. I insisted that it be delivered that day, and she ultimately promised that if found, they would deliver the package that day. I looked online and noticed that at 6:23 pm the package was scanned into the facility - so they had found it. I called the UPS main number, and they told me someone from the Watertown office would call me back within an hour. Not only did I never receive the call, but they didn't make good on their promise to send a driver to deliver. I could not call them directly at the time because Laura refused to give me a phone number and the above number I had left at work.

On Saturday I filed a formal complaint against the Watertown warehouse because they failed to make a 3rd delivery attempt. I changed the address and am going to have it delivered at work. Of course, they make you wait an extra day, so I won't receive it until almost a week after the first attempt - if it even comes. This is the second time UPS in 3 months where UPS has failed to provide ANY customer service, has not offered me anything for my trouble, insists that I am not a customer of them, that the company that sent me the package is, and that there is nothing they can do - I just have to wait. UPS seems to care very little about its customers - and they don't have to care, because they don't lose anything by screwing people over.

Hopefully this will influence people to stop using them. Otherwise, we, as individual people, hold no weight and have no control, which is just unacceptable.
     
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Posted by spiderman2 on 2006-03-20:
If you know they won't deliver to your apartment when no one is home, why not have packages delivered to your work address. That is what I do then my package isn't sitting outside all day. Seems like an easy solution to me.
Posted by Pandantics on 2006-08-02:
It doesn't matter if you try and change it to your work address. I also live in the Boston area (Medford) and have experienced over and over again that UPS will NOT deliver, and customer service is a joke.

I had a package that was due to deliver on a Friday. First thing Monday, I called to change the delivery address to my work (not knowing the company I ordered from was using UPS, or I wouldn't have bothered.) It showed up on the website tracking as change of address loged at 8:30am.

They still made the 2nd delivery attempt to my home. Upon calling to complain, they said they had routed my change of address to the wrong zip code, and the request was lost/ignored. I reissued the request to have the address changed to my work.

The third attempt was still made at my home. When I called to speak to the dispatcher/warehouse, the number they gave me connected me to a sweet little old lady who had nothing to do with UPS, "but people call for them all the time."

Now, 8/2, 3 business days after my request, two supervisors later, still no package. I'm going to have to go down to the distribution center to pick it up myself.

I can only hope this goes better than the last 3 times I was forced to go to the distribution center to pick up a package. (See a trend here?) Once I was told that it was in the back of the truck, and I'd have to come back in 2 days, when they had emptied the truck. Another time, it was sent back to the original shipper. And once it was never found at all, just reported "lost."
Posted by JMM on 2007-04-30:
Sorry, I accidentally posted my comment to your profile before.

I live in Brookline and am having a similar delivery problem. The UPS driver refuses to leave my package. He even went so far as to void out where I could sign for its release, therefore requiring me to be present. When I called UPS they said the sender must have requested this. JCrew request in-person signature? So I called JCrew, they laughed, they even called UPS for a 3-way call and their only response was the driver decided that. Nowhere on the website does it say the driver has this sort of authority.

I have been going back and forth via email and phone and still have not received my package. I live in a Brownstone, with 3 apartments, and an inside entranceway in front of my door, it couldn't be a safer spot. Nevermind the fact that they were willing to leave a package the week prior with no incident.

At this point I'd love to have it delivered to my work, if it were not a large box and I being a small sized lady living on the green line. Unfortunately, I think my boyfriend is going to have to take a half a day tomorrow to wait for it, such a waste of time.
Posted by Maureen Reis on 2011-07-14:
I do not understand these complaints regarding UPS!!! I am a disabled veteran andhave been taking Morphine for over 12 years now. During that time FED EX was my carier at first,then the VA contracted with UPS. At first,I thought, "Here we go,nothing but problems." I spoke with authority or experience. NOW I CAN!!!!
Since UPS took over, they have ALWAYS been on time. I can set my clock by them on the days I recieve my meds from the VA they are ALWAYS here between 10 and 1030 am., without fail. Today was a different story. I awoke a little after 10,immediately realizing no door bell had rung. I came down and found the notice stating they had attempted to deliver the Morphine and would redeliver by tomorrow. I needed that medicine TODAY!! I was already in severe pain and it was getting worse my the second. I called the number on the notice and was informed by the wutomated system someone would call w/in an hour. An hour passed,and then more time passed and I called back. This time,by some fluke or maybe somebad language being misunderstood by your computer got me in touch with a real human being,who after verifying my info said someone would contact me w/in the hour. A few minutes later a woman named Judy called and apologized,they had my phone number wrong. I explained my problem to her and that I was in very severe pain and starting into withdrawal. She asked me to give her a few minutes and,saying that she wanted to speak to the driver first,would call me back shortly. Well,she did! Her words were, "My manager has already left the building to go and intercept the truck and he will deliver your medications to you at home shortly after that!!" I was amazed! No one had ever gone to such extreme lengths for me before!!! About 5 minutes passed and there was another call my brother took from your Rome Manager telling us he would be at the door in less than minutes and he was!! I thanked him and gave him a big hug and felt that was notnear enough to express my sincerest and deepest gratitude to the employees of UPS and especially the workers
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UPS SUCKS
Posted by Kingston on 01/12/2006
CHICAGO, ILLINOIS -- I was having a package shipped to me from T-Mobile. The package was shipped on Wednesday to arrive on Friday. Well, my mistake, I miss the driver by a mere 15 minutes that Friday. So I call in and ask them if I can come pick the package up because I needed it that day and due to it being a holiday weekend it wouldn't be re-delivered until Tuesday. Well I learned that the pick up place was 20+ miles from my home and I didn't have a way to get there so I told them forget it and just go ahead and redeliver on the following Tuesday. Tuesday comes and I wait until 2pm and I call UPS...they tell me the package was sent out and I would get it that day. No package arrives on Tuesday. Wednesday comes and I call UPS first thing in the AM and they tell me my package is being held for pick up?!?! WTF? After being put on hold for nearly 10 minutes I'm told I'd be called back from the local distribution center within the hour...8+ hours and 6 phone calls later no one has called me back. I call at 10 pm and a nice lady guarantees that my package will be delivered Thursday. Thursday rolls around and I call again at noon. Finally someone tells me it's out for delivery and I'll be receiving it that day. Several hours go by...I call UPS again. They tell me the driver attempted to deliver at noon....I was on the phone with UPS at noon sitting in my window overlooking the street watching for the driver as I spoke with the rep...no one came to my house!!! Several phone calls later I'm told I can meet the driver on the street but that it would not be possible for him to come to my house to deliver...keep in mind he never really came in the first place. When they told me where I could go meet the driver to get my package...I'm expecting to drive to meet him...the rep tells me the driver is 3 blocks from my house!!! He's 3 blocks away yet he can't come deliver my damn package?!? So my husband and I walk the 3 blocks to the truck...turns out the guy knows my husband and he admits that he never really came to our house at noon!!

I'll never again do business with anyone who ships UPS...not only because of this situation but because this type of behavior seems to be the norm with UPS especially in my area. This isn't the first time they have lied about making a delivery attempt to my house.
     
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Posted by Issis_P on 2006-01-16:
and he new your husband!? wtf. the sad thing is like with any shipping company, until the customer calls in to complain about a driver they have no way of knowing what they are actually doing on there routes, its blind trust.
Posted by abruell on 2006-02-27:
Obviously UPS is no longer focusing on the customer. I also had virtually the same issue with UPS not just once but twice! The first time I was expecting a high dollar item and waited on the promised delivery date but never received it. I called also and was given that no one was home at the time of delivery...:( Really wanted the package so filed a complaint and drove 45 min. to pick it up. When I arrived the package had been OPENED and rifled through, everything was opened inside the box as well. When asking about why my package had been opened I was given a shrug, when asked if a manager was present was given a no! When offering that I would file a complaint, was given another shrug. So I went home and filed the complaint and never received a reply.

Its not over yet! wait till you hear this.

About a year later my mother ships me an expensive gift via UPS. Once again I wait for the package on the delivery date shown and they never show up. I then proceed to track the package and find out that it has been delivered to an address that it is literally across town. I then check all the information given by the sender to verify that all is correct (giving them the benefit of the doubt) and all is just fine. When I called the customer service line I was given that "I" needed to put a tracer on the package, and that "IT" was my responsibility. They delivered the package to a fricken address that had absolutely nothing in common with mine!. I proceeded to slowly chastise the girl in a methodical way, picking away at her excuses until she had none, then proceeded to file numerous complaints dealing with both instances.

Her explanations:

1. Question: "Why was my box opened, and not only that everything in the package?"
Answer: " We can open a package if its deemed necessary?"
Question: "What if the items in the box were sensitive materials for a large corporation, would you then open the box?"
Answer: "If it were deemed necessary"
Question: "Im sure companies would really feel safe knowing this, what do you think that would do to your business?"
Answer: "We are covered against any type of liability"

WOW

So after 30 minutes on the phone I finally get some bit of customer service from her and she starts the tracer by herself...YEAH...they actually give them the ability to be more than Robots and offer something to annoyed customers. She also states that she will file a complaint with the local manager who should be giving me a call within the hour.

She did actually call within an hour and I once again explained the issue about the open box and lost package. She was very surprised to hear about the open box issue, she offered that policy was that when a box is open that they must re tape it. When I offered that not only was the box open but everything inside, she seemed sincerely dumbfounded. When asked if I had ever reported it I told her of the 5 or 6 different emails to every address on the site with no reply.

After about 20 minutes of explaining the problem I mentioned that I would love to have the package redelivered to my residence. Ohh! she said "Its not there?"

To make a long story even longer I still have not heard back from UPS, no email, no phone calls, no nothing. I would offer that this incident as well as the other are just isolated problems, but the way you handle simple problems like ours says alot about your company.

Go Fed Ex or USPS!
Posted by gitcaptain on 2009-11-20:
We prefer to be called Monkeys not Morons. Thanks and have a sparkling day.
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UPS lies and does not allow you to file complaints
Posted by Atsirklove on 04/07/2008
SAN FRANCISCO, CALIFORNIA -- Recently, my package was left on the doorstep of someone whom I don't know down the street. Luckily, that resident found my number on the package and called me to inform me that my package had mistakenly arrived at their address. Upon picking it up, I asked if they had signed for it. They simply responded saying that it was just left on their doorstep and they did not have any contact with the UPS employee.

I decided to file a complaint with UPS. First, I was told I could not file a complaint because their records showed my package had arrived at my address and was signed for by someone named "Ford." This was obviously a lie, as the resident they had dropped it off at does not have the name Ford, nor was it delivered to my address, thus making the UPS delivery person a liar.

I then asked to speak to the supervisor. He told me the same thing, explaining that his records indicated it was dropped off at my address and because of that I could not file a complaint. Not only is their service horrible, but their customer service is a joke.

What if I had shipped an expensive piece of electronic equipment and the other resident had chosen not to call me? I would have lost my product and in my business, that could have had disastrous consequences.

     
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Posted by tnchuck100 on 2008-04-07:
Try writing a complaint letter to this address:

UPS Corporate Headquarters
55 Glenlake Parkway, NE
Atlanta , GA 30328
United States
Posted by madconsumer on 2008-04-07:
ask for a copy of the signature.

i use ups everyday, and unless the package was lost, stolen, or damaged, your complaint wont get to far. as far as they are concerned, your package arrived sucessfully. the gps tracking will also prove where the driver was when hte package was dropped off.
Posted by Anonymous on 2008-04-07:
UPS service pretty much stinks. Write to the address that tnchuck gave. Thats what I had to do to finally get any kind of a response to the issues I was having with the local distribution center.
Posted by shells_dell on 2008-04-08:
I love my UPS driver, same delivery man every day, if I have a complaint, he helps me solve it.
Posted by codeMonkey1952 on 2008-05-01:
My experience so far:

The UPS Saga - Fort Walton Beach, Florida

December 31, 2007
First email to UPS complaining about the persistent problem of packages being delivered to the wrong address. In the email I detailed some of the numerous delivery problems that I've had.
* $5,000 computer system delivered to the wrong address.
* Large package delivered to wrong address. After signing, the recipient realized it was not for him. He pointed to our building and told the driver it was for us. The driver ignored him and drove off, leaving the package with the man who had just told him the package was not intended for him.
* A coworker had a package shipped to the office while out of town. He did not have a tracking number for it. The package was never found.

January 2, 2008
Drove over to the UPS Packaging Center to discuss this problem. When I asked to speak to a manager, I was told that there was not one available. I pressed the issue and they found someone. I didn't quite understand this man's function, but I believe he was a supervisor for the Crestview location who was filling in for the Fort Walton Beach manager. He was quite rude to me and I left rather upset. He did assure me that he would get the problem fixed.

January 3, 2008
Received a reply from Sherri Davis. She said I would receive a call by the end of the day, but I had already been down there to talk to them.

January 3, 2008
Replied to email from Sherri Davis letting her know of the rude behavior of the person I spoke with at the center.

January 16, 2008
Received a reply from Christina Borchardt. She asked for the name of the supervisor, or the time I was there if I didn't have the name so she could escalate my complaint to the District Manager.

January 29, 2008
Sent a reply to Christina Borchardt stating that despite the rudeness I encountered, the problem seemed to have been fixed and I was satisfied and didn't want to carry it any further.

March 21, 2008
Packages again started being delivered to the wrong address. I replied to the January 16, 2008 email to report that the problem had returned. I was especially concerned about one package that had allegedly been delivered to a loading dock across the street which has no connection with my company. The delivery confirmation stated that the package delivery location was "Dock" and the person signing for the package was Lance. I walked over to the dock to see if I could locate my package. I told a worker there that I was looking for a package that was signed for by Lance. I was told that it was not possible that Lance had signed for the package since he had died several months previously. I then went to the building next door where I found my package. They told me that nobody by the name of Lance worked there. That business requires all visitors to sign in at the front desk. I looked at the sign in sheet and saw that a UPS driver with the initials of JS had signed in at 8:45 AM. I have made several attempts to get an explanation for this incident from the local center, but they dodge the question when I bring it up.

March 21, 2008
Received a reply from Sharon Bridges. She said that she had forwarded my complaint to the local UPS center and that I would get a call by close of business on March 24, 2008.

March 21, 2008
At about 8:00 PM I missed a call and saw that I had a voice mail. There was a message from a woman at the UPS Packaging Center. She mumbled something about being sorry my package went to the wrong place and it was 8 PM and nobody was there and she'd talk to the driver in the morning. She left no phone number for me to call her back to discuss the problem further.

April 29, 2008
Sent yet another email complaint to UPS about this ongoing problem.

April 29, 2008
Received a reply from Ana Vega telling me that I would receive a call from my local UPS Packaging Center by the end of the day. A woman called me and once again I explained the problem. She said she would get with her supervisor to figure out a way to solve the problem permanently and call me back. About an hour later she called me back. She said that they had the computer program set up so that the group of buildings in my area were all listed as one drop point. She told me that they would split them into three stops. She also said they would brief the driver. She mentioned that part of the problem is that our building is on a training route. I expressed concern about a package I was expecting the next day. She got the tracking number from me and promised me that she would personally speak to the driver in the morning and make sure that the package was delivered to me. I told her that I had been told this so many times that I wasn't convinced that it was going to happen. I told her that if I did not get my package I would file a complaint with the Better Business Bureau.

April 30, 2008
At 10:45 AM I received a confirmation email that my package had been delivered to a "Front Desk" and was signed for by Collman. Our offices do not have a front desk, or an employee named Collman, so I knew that once again my package had been delivered to the wrong address.

April 30, 2008
Filed a complaint with The Better Business Bureau as promised.

April 30, 2008
Received confirmation from The Better Business Bureau that my complaint had been received and routed to the appropriate BBB branch.

April 30, 2008
Entered "UPS sucks" into Google search engine and got 277,000 hits. Began telling my story on every blog I could find and was met with great sympathy and understanding by numerous others who have experienced UPS's indifference to customer complaints.

April 30, 2008
Called UPS customer service line. I had done this several times before, but unfortunately I did not keep a record of my previous calls. This time I spoke with Donwar Thomas. It was immediately obvious that she was not going to be able to help me, so I asked for a supervisor. I was transferred to Judy Gremillion. She listened to my complaint and put me on hold while she tried to patch me through to the manager at my local UPS Packaging Center. He was on vacation and the acting Center Manager was not available. She assured me that I would receive a call by close of business from the acting manager, Jacob Watson. I mentioned to her about being on a training route. She felt that was a poor excuse because a training route should have superior service since that is what they're being trained for.

May 1, 2008
Called customer service to report that I had not received a call from Jacob Watson. I asked to speak to a supervisor. I was transferred to Sarah Williams. She patched me through to Jacob Watson. A bizarre and unproductive conversation ensued. Mr. Watson began by telling me he could not call me back because they had an emergency. I'm baffled as to what kind of emergency a packaging center could possibly have that would keep him busy all day. He said he knew that sounded like an excuse. No, it didn't sound like an excuse, it was an excuse. At one point I asked him if he could explain why DHL, FedEx, USPS, and everyone else who delivers to us could manage to locate us while UPS cannot. He told me that it was because UPS is computerized and the other services are not. He went on to explain how the computer can sometimes make mistakes and he made a few other comments about the system that made little sense to me. The problem here is that I'm a computer programmer, so I knew immediately that I was being fed a line. He promised that he would get my package picked up and delivered to me by 10:30 AM (this was about 8:30). Although he made good on his promise and the driver was very polite and apologetic when he delivered the package around 9:00 AM, Mr. Watson did not seem to grasp that this was an ongoing problem and not just this one package. He left me with little hope that the situation would ever be resolved. I don't think I've ever heard a person say, "I know this sounds like an excuse," so many times during such a brief conversation.

May 1, 2008
Called UPS Customer Relations. Spoke with Molly Ellis. She seemed sympathetic to my problem and assured me that the situation would be escalated and that I would receive a phone call today from a District Manager.

May 1, 2008
Called UPS Customer Service to see if they could fill in some gaps about who I had talked to and when. I spoke with Mickey Gilliam who could only tell me the dates that I had sent messages between March 21, 2008 and May 1, 2008.

May 1, 2008
Continued blogging my UPS experience.
Posted by anon in Jonesboro,Ar.arkansas on 2013-03-26:
Trying to work with UPS to resolve delivery issues is a big joke. All they do is LIE, LIE,LIE.. they lie to you on the phone and they falsify logs on the tracking info.
Posted by lvloon on 2013-08-21:
they lied to me too.said they were at my house when I spent 9 hours in a wheelchair in front of a window at my front door, twice. they screamed at me when I said they lied and told me to try and get the 76 pound package to a shipping center. they don't have to pick up anything..and go to fed ex.
Posted by Kathy on 2014-02-04:
UPS -- very poor customer service, and worse information given to customer service people. I try to make all my vendors ship via FEDEX. I have never had a problem with FEDEX, and they always are VERY informative about your package. Shame on UPS.
Posted by Barney on 2014-02-05:
UPS (United Partial Service) Thank God For FED-EX Pass This On And Give FED-EX All Your Package Deliveries...Pass This On Boycott UPS (United Partial Service) Forever...Thank You
Posted by Prisca on 2014-04-17:
You are totally right!! I just have the same experiences where I was waiting for my package and I saw the UPS guy came to my door and without ring a bell or knock, he just assume there is nobody at home and left me with a slip. AND HE'S DONE IT 3 TIMES!! I called the customer service and the lady was yelling at me and treated me like I am dumb!!! I am not going to ever use UPS anymore.....
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UPS Delivery Games
Posted by Seville on 03/02/2007
CHICAGO, ILLINOIS -- UPS has been a big pain for me to deal with. These are just two incidents being detailed, but there have been others.

About 4 months ago i was expecting a shipment with UPS. I decided to wait at home all afternoon so to be sure to receive it. Having had prior negative experiences with this company, I stayed near the window keeping a look out and also leaving the window a tad open so to be able to hear the truck when it approached. When the truck arrived and the driver approached the door, i walked to the intercom waiting for the driver to ring it so i can buzz him in. After waiting for almost a minute and hearing NOTHING....I decided that I better get to the outside door quickly. Lo and behold he was already writing up the "MISSED YOU" delivery notice and getting ready to walk back to his truck with my package. I asked him if he had pushed the button to my unit he said "Ya" which was a lie because i didn't hear anything. Anyways, I thought about putting in a complaint, but i didn't make anything of it.

Today 3/1/07 i was expecting an important package and decided to stay home to receive it. I stayed by the window to keep a look out for the truck. At about 3 o'clock in the afternoon i heard and saw the truck - but it didn't stop it just kept going. I thought maybe the driver just passed my house by accident and he would go around the block and come back. After 15 minutes I KNEW he wasn't coming back at all. I went outside to look for a notice and of course there was none. I then checked the UPS website with my tracking number and it said "Receiver was unavailable, delivery will be rescheduled" I called up to complain and told the customer rep that I saw the truck and it didn't even bother to stop. They told me somebody would call me back in one hour. When somebody did call back they told me the driver had finished for the day and has "Gone home". I was told it would be delivered the next day or i could come by to pick it up today. So i said to him that i might pick it if I had time to. He said that would be fine. I came by at 7:30 p.m. for my package and they told they had loaded it up on to the truck and they could not get it. They told me i should have confirmed with them that i was coming by. i explained that i was told I could come by today to pick it up. They then said that they didn't know who told me this and it was probably a rep from out of state who gave me the bad information. I then asked where i can i file an official complaint and the UPS clerk at the pick up counter said they don't handle complaints, that I'd have to use the UPS website.

Anyways, I don't know why anyone would use UPS. The drivers are cocky and rude and the service stinks. I have NEVER had problems with FEDEX. USPS is also OK. I recommend you stay away from UPS.
     
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Posted by grandma005 on 2007-03-02:
I have had problems with FEDEX too. When I am expecting a delivery from them, I wait in my living room all day. I see FEDEX man run to my door, turn around, run to the truck, jump in and drive off all before I can get to the door. At my door
there is a sorry I missed you sign. They are being timed and
have a number of deliveries to make in a certain amount of time or they get fired. The company is a fault for bad service.
Posted by Anonymous on 2007-03-02:
I too have had a fedx guy leave me standing there holding the bag. I had to put an address on a package once and ask the guy to give us a minute, he said ok. We were writing the address on the package and this guy just drove off to our surprise.

I called and found out they have a time limit on how long they are aloud to stay at each stop, this guy was late and a new employee. He did apologize the next time we saw him. From then on we made sure we had everything ready to go when they came. It's a give and take world I guess.
Posted by MRM on 2007-03-02:
If you're not satisfied with UPS and are a hasssle to deal with, I would suggest that you switch carrier for a change.
Posted by Anonymous on 2007-03-02:
I have also had similar, or worse problems with Fedex.
Posted by NeoGeo on 2007-03-03:
UPS drivers are the worst. That is why I try to avoid using them. And if you complain nothing will be done, or it will get worse.
Posted by grandma005 on 2007-03-03:
I have had no problems with UPS drivers. I guess it depends on who the person is. They even leave the package at the door when I don't answer, because they know that I am home. Try getting that from a FEDEX driver.
Posted by Skye on 2007-03-04:
I guess I am lucky, because both my Fedx driver and UPS driver are wonderful, and get a very generous Christmas bonus from us.
Posted by Depot Guy on 2007-06-05:
UPS... what can I say that hasn't already been said by others? Overnight, guaranteed, or? Or, well nothing - your money back at the very most. Much good that does when one is waiting for the timely return of a passport from a foreign consulate for upcoming travel. I recently sent my passport using UPS to New York City for a visa to be issued by some "banana republic". Took some 12 hours from pick-up to make it there. Not bad considering we're talking 3,000 miles (5,000 km). Tracking showed all this nicely. The return of my passport leaves a little to de desired. The consulate of aforementioned "banana republic" calls me and informs me my passport has been ready for pick-up for a few days now. I inform the lady I'm talking to that I had included a return envelope from UPS for that purpose. She says 'they no longer call UPS because UPS has a habit of losing passports'. Should I still want to use UPS it's up to me to call and notify UPS there's a pick-up at said consulate. I did notify UPS and guess what? For some 50+ hours they lost my passport locating it only when it was too late for me to board my planned cross-atlantic flight to points beyond. My advise, don't use UPS if you're relying on what you're shipping.
Posted by Depot Guy on 2007-06-05:
UPS... what can I say that hasn't already been said by others? Overnight, guaranteed, or? Or, well nothing - your money back at the very most. Much good that does when one is waiting for the timely return of a passport from a foreign consulate for upcoming travel. I recently sent my passport using UPS to New York City for a visa to be issued by some "banana republic". Took some 12 hours from pick-up to make it there. Not bad considering we're talking 3,000 miles (5,000 km). Tracking showed all this nicely. The return of my passport leaves a little to be desired. The consulate of aforementioned "banana republic" calls me and informs me my passport has been ready for pick-up for a few days now. I inform the lady I'm talking to that I had included a return envelope from UPS for that purpose. She says 'they no longer call UPS because UPS has a habit of losing passports'. Should I still want to use UPS it's up to me to call and notify UPS there's a pick-up at said consulate. I did notify UPS and guess what? For some 50+ hours they lost my passport locating it only when it was too late for me to board my planned cross-atlantic flight to points beyond. My advise, don't use UPS if you're relying on what you're shipping.
Posted by debasisg on 2007-10-25:
UPS drivers have always been a pain in the neck for delivery. I cannot imagine how they manage to be so mean and corrupt. Every single time they try to avoid delivery by silently putting up the notice on the door and running away. Such a scam. I wonder why there is no law suits yet haunting UPS. If they cannot deliver the goods, they should not be in business.
Posted by upstairs on 2012-12-28:
Similar experience.... UPS guy put up 'missed you' sign without ringing my doorbell. I happened to spot him once running back to his truck and drove off while I got down the stairs. Another time, the 'missed you' sign was posted so high above my eye level and not even on my door that I didn't see it for 2 days. Only to find it when I went look for it after I checked online tracking that 2 attempts had been made without me hearing any door bell ringing. My neighbors had some constructions going on and if the delivery guy simply knocked on the door, it'd sound just like the neighbors workers, when I'm upstairs. Argggggh! So I thought for important packages, I'll go pick up at an UPS center... I looked online, and now they want to charge you $5 to schedule a pickup, not only that, it has to be arranged prior to the first delivery attempt!! Arggggggggh!
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Damaged goods, refused claim
Posted by Prodiver on 08/24/2002
CONCORD, CALIFORNIA -- On Sept. 9 2001 I shipped an antique diving helmet (1 of more then 30 I have shipped over the last 5 years). To a Russ in Texas. The box was hand delivered to the UPS office in Concord CA. The UPS agent inspected it and I requested it be insured for $5000.00. The helmet was delivered on Fri. afternoon Oct.5 in a rain storm and left on the porch at his office. When he left the office he took the box home and opened it in his garage. The box was approx. 3 ft. by ft. square and contained a lot of soggy wet packing material. He took the box and packing material and put it in the trash and then called me and told me the helmet was badly damaged. I said there should be no problem it is insured. UPS office was not open on Sat. and he attempted to contact someone on Mon. Oct. 8. He was told that someone would get back to him. He tried again on Wend. and on Fri. to get someone to at least look at the helmet and each time he was told someone would get back to him.

On Mon. Oct. 15 he finally was able to talk with someone about the damage and he was told then that they would not cover it because he did not save the original packing material. He made several attempts to at least have someone look at the helmet because he told UPS that he would take them to court. He got no response except they said he could not do anything because he was not the one that paid for the insurance. Mr. Potocki hand delivered this helmet to DESCO in Milwaukee who are the only ones in the country that repairs this type of helmet. The repair estimate was $1800.00 plus his airfare of $850,00. Since he could not initiate a court action on his end I contacted UPS on Oct. 25 and waited all day for someone to return my call. this went on for 3 days. Finally on Oct.29, I was able to get through to someone from UPS and they told me that it was not covered because Mr. Potocki did not save the original packing material and box. and that it had been turned over to their insurance carrier. I got the same run around from their insurance carrier. It took more then a week for them to return my calls and to tell me they would not cover claim and that a letter was being sent to that effect. I told them that I intend to take this matter to court and their reply was "we been there before". I had to make numerous calls to their office because they did not send the letter denying the claim. On Nov. 26, I received a letter that was post dated to Nov. 12.

I have shipped more then 30 helmets with UPS over the last 5 years and insured every one of them. Not one time was I ever informed of the provisions of their policy or that in the event of a claim the original packing material must be retained. This package was soaking wet when delivered and it took more then a week for someone to get back to Mr. Potocki and tell him he was supposed to keep the box and contents. I would not keep a wet smelly cardboard box and all that packing material either. Because I purchased the insurance I am the one that has to go to court to try to collect damages. How am I supposed to save the packing material and box when I am the shipper? I paid for insurance to make sure it arrived in the same condition it left in. It is completely out of my control was it was delivered to UPS.

There is nothing in the UPS office, on the shipping invoice or on the box that says anything about their policy. Until recently there was nothing on their web sight that stated this either and the only thing I have seen that states this is a General Tariff that I had to download and it has an effective date of Jan. 7, 2002. This incident occurred in 2001 but I am still going to court with them. UPS is self insured so it does no good to complain to the insurance commissioner although I did talk with him and he said that anyone who brokers or sells insurance is obligated by law to inform the insured of the policy provisions. All the helmets and other equipment I have shipped and not once was I ever told of these provisions. Apparently this law does not apply to UPS because they are self insured. I believe they are making a great deal of money by writing insurance and then not paying on claims.

From what I have seen on the Internet there is a tremendous number of people that have been defrauded this way. Even small claims court is an expensive process and most people do not want to go to court. On July 20, 2002 I appeared in small claims court and was awarded a judgment of $2928.00 because UPS failed to appear. The trial was set for 1:30 and they called the court at 1:45 and said they were going to be late because they were coming From Richmnd. A 30 minute drive at the most. At 3:00 they still had not showed up so the Judge heard my case. I thought that would be the end of it. A week later I went out of town to work for 3 weeks. During this time UPS filed a motion to vacate the judges decision.

This means we start the whole thing over again. I just obtained a copy of the transcript from the hearing to vacate his decision. I was supposed to be notified by mail and by phone about this hearing so I could also appear. I did not hear about it until after it had been granted. Mr Bradley the UPS representative from UPS flat out lied to the judge to get him to vacate the judgment. The transcript states that when Mr. Bradly called the court that the clerk told him if he couldn't make it that he could file a motion to vacate. The bailiff told the judge that they would be there that is on record. Unfortunately Mr. Bradley appeared before another Judge. Mr. Bradley went on to say that that is what he decided to do because he didn't think he could make it on time. I sat for 2 hours waiting. He then goes on to state that he came to the court house the next day and filled the motion to vacate. That is another lie. The motion to vacate was not filed until 7/5/02. The Judge ask Mr. Bradley if he sent proof of service or notice to me saying he was filing this motion.

His reply was no because the clerk was going to mail a copy and that I should call him and so I did call twice but was unable to get a hold of him so I left 2 messages. This is another lie. I work out of town and check my answering service every day. There was never a message from him. If I had known about the motion to vacate I sure would have been there or had someone to represent me. The motion to vacate was granted on 8/1/02. I returned from out of town on 8/4/02. Mr. Bradley is an adjuster for UPS insurance and he has been to court many times so he knows how to play the game and how to delay everything. I believe his underhanded dishonest tactics of delaying this and refusing to pay is a very poor reflection on UPS and their customers. They have gotten away with ripping off a lot of people for a great deal of money and nothing is being done about it. UPS should be forced to inform the public of their polices regarding insurance and to post in their offices a notice stating same. They should also be forced to stamp a package when it has been insured.

I shipped that package to Texas and nothing was written on it regarding insurance. Even when the UPS drivers deliver a package that is obviously damaged they don't inform the recipient of their insurance polices. Most people can't afford to take the time off work to go to court to fight for a claim especially when it is only for a few hundred dollars or a couple of thousand. I insured the package for $5000.00. When it was delivered it had $1800.00 damage to it. Mr Potocki had to hand deliver to DESCO for a repair estimate. Originally all I ask for was that the helmet be repaired. When they refused and we went to court I ask for the cost of repairs plus Mr. Potocki's plane fare. I was awarded $2928.00 before it was vacated. I was satisfied with that. So far I have had to take 4 days off work, (small claims will not let you sue for lost time) attended small claims seminars and court and probably spent 40 hours writing letters and making phone calls. I can see why people give up on a UPS claim.
Cost so far: Balance due on helmet: 2500.00
Plane fare to DESCO 850.00
Time off work. 1746.00
Filing and paper work ?
Total: $5096.plus
This mess has already exceeded the max. amount you can go for in small claims and I still have not got anything. We are scheduled for court again on Sept. 9, 2002
     
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Posted by Anonymous on 2002-08-25:
I hope you win your case. I too recall seeing several consumer complaints about UPS. After reading your complaint and discovering how sleazy this company can be, I will no longer be shipping anything with them.
Posted by Anonymous on 2004-01-10:
Im sorry to hear that. I am going through the same thing. I actually knew to save the material, because i shipped to myself. That didnt speed things up any.
Posted by artist on 2006-09-28:
Don't bother insuring with USPS either. Same problems there.
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UPS has terrible service
Posted by Lamartian on 11/18/2005
NEW YORK, NEW YORK -- UPS is the worst delivery company there is if you live in New York City without a doorman. If you don't have a doorman, they can't leave your package (understandible). However, they force you to travel over an hour to pick up your package at their warehouse in Long Island City, even though they have a warehouse in Manhattan. They told me it was my fault because I wasn't home at 11am on a weekday. Excuse me for working. If you give them an alternate address to make a delivery, they will continue to deliver packages to that alternate address without notifying you. I lost a package because they delivered to a place where I haven't worked for over a year. They make it so difficult to get your package that many times I have let the package be returned to the sender so that the sender could re-send the item via post office or other courier. As many of these complaints show, UPS cares about shippers, not recipients.
I do not do any business with companies that ship via UPS, not out of spite but out of necessity.
     
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Posted by terribleUPS on 2009-10-30:
UPS is the WORST SHIPPING COMPANY IN THE WORLD. I was expected a package scheduled by UPS to be delivered on 27th Oct 2009. There was no show on the 27th. On the 28th, I stayed home all day waiting for the package with tracking number 1Z9V2E326894543698. (I want anyone from UPS who doubts me to check it and also listen to their recorded conversations on that tracking number). The phone was never delivered though I was home 24 hours. As I talk to you on the 30th of October 2009 I have NOT received the parcel.
The worst thing is that a stupid being from UPS called me with 5146330010 on my phone to tell me that my package has not being delivered because my phone number on it was wrong. Wow? How could she call me if my number was wrong? If the number is also wrong, what is the direct link between a postal pacakge delivery and phone number? I HATE UPS WITH PASSION AND WILL NEVER BUY ANYTHNG FROM ANYONE ANYWHERE SHIPPING WITH UPS. And if it will cost me everything to ship something using FeDex, USPS, Xpresspost Canada, I will use it.
Posted by MRM on 2009-10-30:
Oh contrare, UPS is the best company in the world, or at least the best in the U.S. of A.
Posted by jktshff1 on 2009-10-30:
Ya gotta get your stuff together. Ever heard of a tracking number?
Posted by jktshff1 on 2009-10-30:
terrible, following your tracking number, seems as if you blew it. Not UPS's fault if you ain't there.
Posted by MRM on 2009-10-30:
JKT, the tracking number is there and that is alot of hassle for address change. Can it all be so simple?
Posted by JR in Orlando on 2009-10-30:
Way down here on the farm, we got Elmer up at the gate with a shotgun. He's about the darn best doorman I ever seen. In fact, I saw him shot the doorknob clean off a door at 100 feet, and he was aiming at that rascal standing aside it. When the UPS truck comes, Elmer makes em open the package right there to make sure there no dalgum damage has occurred. Elmer says those drivers just like him, but I say it might be the shotgun.

Maybe you could get someone like Elmer. Course, you got to get some braid to go on his overalls so he would fit in with that new york crowd, and he don't drink nothing buy moonshine.
Posted by MRM on 2009-10-30:
According to the tracking info, it is now 10th day, and the package is not delivered yet. I get my package in 3 days delivered from TX to VA via UPS. Oh yes, UPS is da best!
Posted by jktshff1 on 2009-10-30:
100 ft.??? heck that's 30 yds, anyone worth their squat could hit that with a shotgun!! LOL
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Refusing to pay insurance claim on damaged item
Posted by on 12/11/2003
FOWLERVILLE, MICHIGAN -- I had properly packaged and shipped an antique phonograph to an e-bay customer, and paid the insurance which UPS reccomended. The item was picked up at my home/business and found to be packaged correctly by my local UPS driver. My customer was delivered a crushed and damaged phonograph. I contacted UPS to report this unfortunate and careless incident and in return told me that they do not deal with this. They will have to let there insurance company investigate this claim. I of course was sent a denial saying that my package was not packaged correctly. I am an antique dealer and I have someone from there insurance company telling me that I do not know how to package my items. I have been going round and round with them to no avail. In the meantime I have my customer barking down my throat. I need someone to please just tell me how such a large customer like UPS will not stand behind there service.

     
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Posted by Anonymous on 2003-12-11:
What do you expect from a company who's letters spell "oops"!
Posted by MAMAPOM on 2004-07-24:
I CALLED UPS AND FINALLY COMPLAINED ABOUT THIS. THIS IS HOW THEY DELIVER TO MY HOUSE, RING THE DOOR BELL AND DROP PACKAGE. NOT PLACE IT DOWN ON THE PORCH, HE DROPS IT. MANY TIMES WE'RE IN OUR HOME OFFICE AND HEAR THE DOOR BELL THEN PLOP. I'LL SAY TO MY HUSBAND "UPS JUST DROPPED OFF A PACKAGE" LITERALLY. I'VE ALSO SEEN A DRIVER KICK BOXES OUT OF HIS WAY IN THE BACK OF THE TRUCK. MY HUSBAND AND I STOOD AND WATCHED HIM FROM OUR GARAGE, WE COULDN'T BELIEVE WHAT WE WERE SEEING. I WOULD NEVER SHIP BREAKABLES WITH THEM.
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UPS Really Sucks!
Posted by Abruell on 02/27/2006
DURHAM, NORTH CAROLINA -- Obviously UPS is no longer focusing on the customer. I also had virtually the same issue with UPS not just once but twice! The first time I was expecting a high dollar item and waited on the promised delivery date but never received it. I called also and was given that no one was home at the time of delivery...:( Really wanted the package so filed a complaint and drove 45 min. to pick it up. When I arrived the package had been OPENED and rifled through, everything was opened inside the box as well. When asking about why my package had been opened I was given a shrug, when asked if a manager was present was given a no! When offering that I would file a complaint, was given another shrug. So I went home and filed the complaint and never received a reply.

Its not over yet! wait till you hear this.

About a year later my mother ships me an expensive gift via UPS. Once again I wait for the package on the delivery date shown and they never show up. I then proceed to track the package and find out that it has been delivered to an address that it is literally across town. I then check all the information given by the sender to verify that all is correct (giving them the benefit of the doubt) and all is just fine. When I called the customer service line I was given that "I" needed to put a tracer on the package, and that "IT" was my responsibility. They delivered the package to a fricken address that had absolutely nothing in common with mine!. I proceeded to slowly chastise the girl in a methodical way, picking away at her excuses until she had none, then proceeded to file numerous complaints dealing with both instances.

Her explanations:

1. Question: "Why was my box opened, and not only that everything in the package?"
Answer: " We can open a package if its deemed necessary?"
Question: "What if the items in the box were sensitive materials for a large corporation, would you then open the box?"
Answer: "If it were deemed necessary"
Question: "I'm sure companies would really feel safe knowing this, what do you think that would do to your business?"
Answer: "We are covered against any type of liability"

WOW

So after 30 minutes on the phone I finally get some bit of customer service from her and she starts the tracer by herself...YEAH...they actually give them the ability to be more than Robots and offer something to annoyed customers. She also states that she will file a complaint with the local manager who should be giving me a call within the hour.

She did actually call within an hour and I once again explained the issue about the open box and lost package. She was very surprised to hear about the open box issue, she offered that policy was that when a box is open that they must re tape it. When I offered that not only was the box open but everything inside, she seemed sincerely dumbfounded. When asked if I had ever reported it I told her of the 5 or 6 different emails to every address on the site with no reply.

After about 20 minutes of explaining the problem I mentioned that I would love to have the package redelivered to my residence. Ohh! she said "Its not there?"

To make a long story even longer I still have not heard back from UPS, no email, no phone calls, no nothing. I would offer that this incident as well as the other are just isolated problems, but the way you handle simple problems like ours says alot about your company.

UPS SUCKS!
     
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Posted by Ponie on 2006-02-27:
Sorry I can't make much sense of this 'complaint.' First, it's a high dollar item, which seems to morph into an open package. Don't know if UPS has changed their methods since two years ago. I shipped to my sister a very large, valuable colored photograph, taken in 1895. Yes--1895--before color photography. The coloring was done with chalk. The picture arrived with damage done to the expensive sealed frame. My sister was not the one who initiated the claim. It had to be done by me. Contact was made with an individual who restored photos, antique frames, etc. UPS paid every penny of the submitted billing. Of course, I had UPS package the item. I've found UPS to be a very reliable, accommodating delivery system.
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intentional delivery delay
Posted by Lacobrts on 11/15/2005
ATLANTA, GEORGIA -- UPS willfully and intentionally delayed a package being delivered to my address so they could wait for another package to arrive and then make only one delivery trip to my property instead of two. This act was so blatant and obvious that I'm surprised they did it. I had two packages in transit. One was due to arrive on 14 Nov 2005, the other 15 Nov 2005. I checked their package tracking system a few times during the day on 14 Nov 2005 and became suspicious. Even though my package was sitting at the nearest UPS facility to my property there were no status updates during the day. Then late in the day, after 5 PM, my package status was updated to EXCEPTION with the following, ridiculous, explanation - THE PACKAGE WAS MISSED AT THE UPS FACILITY, UPS WILL DELIVER ON THE NEXT BUSINESS DAY. How did they miss it? Perhaps it was hiding.

If they are going to engage in this practice, I believe they should use a more accurate package status such as, "Your package is waiting for another package, when it arrives we'll make one delivery visit instead of two, saving us money at your expense. Even though we previously made two separate delivery time promises on two separate deliveries, we're now combining those into one delivery with reckless disregard for the previous promise we made. SCREW YOU CUSTOMER!"
     
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Posted by Dirtydave on 2005-11-15:
Maybe UPS and FEDEX should merge, then they could be FED-UP, like most of us are with them anyway.
Posted by dreamchaser on 2006-02-17:
I ordered a laptop computer online on Feb 14, 06. I paid $47 U.S. in advance for a two day delivery by UPS. The package arrived at 12:41pm on Feb 16, 06 a bit after noon. I, like most folks work during the day, so the package did not get delivered.
After several phone calls, UPS flat out refused to deliver anything after 5pm or even 3pm for that matter. They will change the delivery address or date of delivery as long as it is not after 3pm.

My main complaint is UPS is charging a very high rate of money for a lot less service than they used to provide.

I feel totally cheated.
Posted by kwhtgfr1 on 2006-03-03:
Everybody who uses UPS and gets their delivery AFTER the guaranteed delivery date is eligible for what they call a 'guarantee service refund' and it works. My last 2 shipments were late and I sent an email each time requesting this refund and to my amazement, I got a full refund both times!!!!
Posted by Depot Guy on 2007-06-05:
Never had any dealings with UPS until recently and wish I never did. "Losing" a passport exactly at the time it's needed for travel is...?? You fill in the blanks.. A total ruination of a planned holiday... A waste of all preparations leading up to it... 3 weeks off work with nowhere to go... The list is endless.
Posted by N. Nielsen on 2013-12-23:
Package was scheduled for delivery 12/20/13. Package was shipped from IL and took 2/and a half days in transit. Arrived Houston on 12/12 at 9:30 AM.At 4:30 PM on 12/13, received answer to my inquiry for status and was advised package was delayed 1 business day (over 2 day weekend). 3 days in transit from IL and five days in Houston and I still don't have package. It's now 12/23 and because package needs adult signature, I had to take 2 days off cuz UPS won't ever give delivery times. 2 days wasted. Prefer FEDEX every time. They're efficient.
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