United Parcel Service Next Day Air

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COMPLAINT UPS - Next Day Air (What A Joke)
Posted by on
HOUSTON, TEXAS -- One of my vendors shipped out time sensitive material to me yesterday (Thursday) via UPS Next Day Air Saver for today delivery (Friday). I absolutely need the package for the weekend.

I basically stayed home all day waiting for the package to arrive when the time reached 6 PM, I started to worry so I called the UPS customer service center and they told me not to worry, as the package WILL be delivered today. They said with Next Day Air Saver, the driver has until 11:59 PM to deliver the package. Being the worrier that I am, when the package did not arrive by 8 PM, I called customer once again and was given the assurance that it will arrive today and was asked to be patient.

I called pretty much once every hour after 8 PM and was repeatedly told the same story. It wasn't until 11 PM when I noticed the online tracking system changed to status to reschedule for Monday delivery.

I called UPS immediately requesting the package to be available for pick up tomorrow (Saturday) and was told that it has been locked up in the trailer for Monday delivery. I then asked to speak to a supervisor and the guy was not only rude, but useless.

What's worse was that I called the local UPS facilities after I hung up the phone with the 1-800 helpless desk and was told by a nice young man that almost all of their drivers return to the facilities by 9 PM. Had I called them before 10 PM, they could have made arrangements for me to pick up the package. I mentioned to him that I was told by the 1800 CSR that the driver will make one attempt until 11:59; he started to laugh.

I am so disappointed in UPS right now that I don't even know what to say. If you do not make an attempt to deliver an overnight package, at least have the decency to either re-deliver or make the package available for Saturday pickup.

I had to pay extra money for my vendor to expedite the order in order to receive the product for the weekend. This is cost beyond the shipping cost which I will never recover.

I know myself alone will not impact UPS's business, but I will definitely let everyone I know about my experience and will recommend FedEx or DHL for now on.

What can Brown do for me? They screwed me!
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Anonymous on 01/05/2008:
With today's technology, why do people still rely on ground delivery for time sensitive document shipment?

The person sending it couldn't scan it and email it? Or if it were too large for email, there are several free online file transfer sites that could be used. Then follow it up with a hard copy through the mail if needed. Scanners are inexpensive and if none are available any office supply store has one for use. Heck, there is even one available at my local pharmacy.

I can't remember the last time I sent any document by ground delivery. And in my work, I send out documents daily.
msnanny on 01/05/2008:
The OP didn't mention that the "material" was documents that could have been e-mailed. I highly doubt that was the case.

OP, I understand your frustration and disappointment but unfortunately delivery is not guaranteed by any of the expedited services as there are too many variables. I think that they all do the very best that they can but as the saying goes.....s__t happens. It may not help your situation but you are entitled to a refund of the shipping cost.
madconsumer on 01/05/2008:
I use ups, FedEx, DHL daily. had the shipper sent the items priority, they would have been delivered by 10.30am. had they chosen early am, it would have been 8am delivery.

since it was sent air saver, that really does not fall under the "must be delivered" rules. yes it does cost less, but was it really worth it?

if it was so important, I would have chosen early am delivery.
Easygoingal on 01/05/2008:
Next day air saver is still a guaranteed service. I know Sh_t happens and it's not realistic for anyone to expect 100% error-less operation. The problems I have with this situation are:

1) If it's UPS fault for not have attempted delivery, why wouldn't they put the package on the truck for Saturday delivery? When I spoke to a CSR Supervisor, all he told me was that it costs extra $$ to use Saturday delivery and the sender did not pay for Saturday service. Well, if it's friggin' your fault, shouldn't you at least proactively try and ship the very next day, even if it costs more?

2) The CSR and the supervisors are just plain rude. I guess this is the same with almost every company now days with maybe the exception of Southwest Airlines. These guys don't get paid well and have to deal with angry customers all day long. I guess I can't blame them.
Anonymous on 01/06/2008:
Your right. When someone mentions time sensitive materials, I think either documents, food or a bomb.

I stand corrected.
Brits on 02/26/2013:
Robprof, documents were not mentioned, so the "time sensitive" materials could be anything. Also, yes there IS a guarantee to delivery during the allotted time slot- it comes within the given time free or you get a refund.
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Next Day Air = 5 Day UPS Ship (If you are lucky)
Posted by on
Rating: 1/51
ORLANDO, FLORIDA -- I was trying to ship a package from Orlando, FL to Boca Raton, FL which is just a 1 day ship, but to be sure that it actually did arrive in one day (ship wed. arrive thurs), I paid extra for 1 day Air delivery. Well it is a good thing the it was just important paperwork and not a heart for a transplant because then I would have been really screwed.

When I called on Thursday to find my package the tracking stated that there was a mistake in the sorting and "corrective action" has been taken. Fine, mistakes happen I will get a refund, fine..

Meanwhile Friday, I call again and it has yet another of this "corrective action" has been taken. Let me ask...How many times do you have to make a mistake before you actually do your job and ship your package. Apparently the package is STILL in Orlando, that is 2 days later, and the envelope hasn't even moved from where it was dropped off. At this point, I MAY get this package by Monday or Tuesday if I'm lucky. Funny part is I am going to Orlando on Saturday, but I can't just pick up my package because apparently it has already been rerouted - maybe. They should pay me to do their job, I would have gotten my package faster.

The person I spoke with was fine on the phone, the problem is not with the customer service all of the time, it is there system of shipping that is wrong. I don't know what they need to do but they should work on their "Logistics" so that they can make their customer service reps' lives' easier.

Thank You UPS for doing absolutely nothing and taking my money. I appreciate it.
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Skye on 09/28/2012:
I feel your pain. I've had my own issues with UPS and USPS in regards to losing packages and corrective action to be taken.

trmn8r on 09/28/2012:
I've shipped and received many hundreds of packages using UPS without issue. I use their tracking system religiously, and it is rare that the original shipping estimate is off. I had a weather issue once, but that was you-know-who's fault.

I'm really sorry that they messed up this delivery, but I don't believe it is a common problem. I sure hope you were refunded the overnight premium.
FoDaddy19 on 09/29/2012:
I've had 3-day shipping turn into 5 day shipping before. The "3 day" shipping doesn't count Sundays and most holidays. I've ordered things the Friday before a 3 day weekend and not actually gotten the item until Wednesday and sometimes Thursday before.
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UPS Lost My Package and Will Do Nothing About It
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- A package containing sensitive personal financial documents that was sent in a UPS "Next Day Air" envelope arrived at the destination opened and empty, putting all of my financials, and identity, at risk. UPS investigated and basically shrugged and said they were not responsible. I used to think that putting such a parcel in the hands of UPS was a secure transaction.

I have since hired a company, $400 per year, to protect my ID. I feel that UPS should at the least pay for this service for some time (10 years?) since their ineptitude required that I start paying for this service.

I have since heard from many people that Fedex is the way to go when sending important stuff as UPS is routinely inept. I guess this is a lesson learned?
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trmn8r on 09/16/2012:
Maybe yes, maybe no. I have never had an issue with package integrity when using UPS - through hundreds of packages.

What was the outcome of the investigation in terms of how the package became opened? Did the package appear at delivery to have been opened by human hands? That seems like an important detail. My UPS people typically examine each package to see if it is secured and packed correctly.
trmn8r on 09/16/2012:
Wanted to add that they didn't lose the package, but the contents somehow came out/were removed.
Nohandle on 09/16/2012:
I had a situation with UPS recently. In the past always excellent, prompt service. I was sent some important papers in a UPS Next Day Air flat envelope. All the attached outside paperwork was dated 8-31-12. Unless someone went out the front door and stepped on the envelope he would never have known it was there because it was not visible from the front yard.

The individual delivering my new telephone directories apparently saw it laying on the front door stoop and as a courtesy brought it around to the garage along with the directories. UPS obviously does not deliver telephone directories due to the cost factor so I know they didn't do it. This was on 9-12-12.

I would think Next Day Air would require a signature, note attached to the front door or something. It was a first time for me.
trmn8r on 09/17/2012:
Nohandle - were you expecting these important papers? If so, you could have determined using tracking (which I always do if I can get the #) that it had arrived.

Off the top of my head, I can't think why Next Day Air alone would require a signature. Next Day gets it there faster, but unless it contains something valuable there wouldn't necessarily be reason for a sig. Just my .02. That's how regular delivery works, and the sender determines if a sig is required. Maybe over a certain declared value does as well - don't know about that. The UPS website should have all the details.
Nohandle on 09/17/2012:
You are probably correct TRM about the signature part. Yes, I was expecting some papers but didn't realize they would be sent UPS. I had so many other things I was dealing with at that time, after a direct lightning strike at my home, that I gave the papers no more thought at that time. I guess I just thought the man had not gotten around to mailing them and that would be one less thing I had to fool with right then.

I understand how UPS tracking works. This delivery just surprised me. It was not until I opened the envelope and saw a cover letter dated 8-31-12 that I looked on the outside and saw the same date there. As I earlier said, I have always been very pleased with UPS delivery in the past.
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Posted by on
I have been working on a Vintage bike for a year. I tracked the parts down over an 8 month period. I polished all the parts and sent them to be plated in Oregon. The plater shipped my parts back to me via UPS Next Day Air. UPS LOST my parts. I have been on the phone with them since Friday the 12th begging them to find my very rare parts. It is Monday the 15th and they still have not been able to find them. "Tightest ship in the shipping business?" I think not. They not only lost my parts but they don't seem to give a rip about finding them. UPS shame on you for your poor management of MY property. How can they just lose a package? They can never repay me the lost time, effort, or true vintage value of these parts. I will use Fed Ex from now on so help me God!
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MSCANTBEWRONG on 06/15/2009:
That's terrible...was the package at least insured? I know it doesn't replace the "vintage" parts but at least you receive some compensation. Unfortunately errors happen and shipments are lost so it's prudent to insure valuable items when shipping them via common carrier.
Debbie Curtis-Magley on 06/16/2009:

I'm so sorry to read about the frustrating experience you're having with UPS. My name is Debbie Curtis-Magley and I work with UPS Public Relations. I'd like to offer my help.

Please send me the tracking number for your shipment and your contact details to upsfeedback@ups.com.


Debbie Curtis-Magley
UPS Public Relations
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Shipment - Next Day Air Delivery
Posted by on
LAWRENCEVILLE, GEORGIA -- I wanted to ship a package overnight and got that done through UPS. The package was supposed to reach by next day morning, but did not.

The most annoying part was UPS did not know where the package was. They were not able to track it. The system looks like really unstable and unreliable. I recommend not to use UPS for any kind of service especially for sending important documents.
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Anonymous on 09/17/2008:
Who would you recommend?
woodsk1 on 09/17/2008:
If you have a tracking #, you can look at see wher it is...
madconsumer on 09/17/2008:
I have used ups and all other services daily for our imnportant overnight items. never had any issues, and we ship 60 to 100 overnight packages monthly.
Anonymous on 09/17/2008:
We like USPS better now. They have come a long way in the last few years.
letdownuser on 09/17/2008:
I have to try with other guys and see how they work. I had the tracking number and there is no update online about my shipment except for a document scan.
And, madconsumer, I don't say that they never work, it's unreliable, because they DON'T know where my documents are. Isn't that a irresponsible way of handling important documents. A company which has been in business for more than 100 years cannot be so irresponsible in a basic thing like this.
jktshff1 on 09/18/2008:
we ship overnight quite often 10-15 times a month and usually use UPS with no problems. Everyone "burps" now and then.
Please keep us posted when you find out what happened and how it was resolved
letdownuser on 09/18/2008:
I called a number 404 828 6000 and complained about this and they registered it. I found out yesterday that they missed my document form here and it reached it only today.

They said they'll refund me for the delay, but they don't understand the loss which I incurred coz, I couldn't send the documents in time.
jktshff1 on 09/18/2008:
Thanks for coming back. Please, a little more detail. Stuff happens and can't be helped. Unfortunately, it's stuff that is most important to the sender. Could the receiving party accept an explanation from the sender that it was "lost in the mail?".
pfeltmonkey on 09/24/2008:
hey I used to work for ups call ctr. like all call ctrs u get good and bad. mostly bad. UPS has something called a service recovery for events that happen like this. You would have to talk to a supervisor and you probably have to wait on hold but if you have proof of lose then UPS may be able to do a service recovery to help. The reason even some packages going NDA aren't scanned sometimes is because they go directly to the airport to be shipped out. I was a supervisor and had to investigate these types of issues. over all UPS is very reliable, but like any large business has as stated earlier "hicups"
Adil on 08/23/2014:
Customer Centre is useless, they nerve ever help when you call them. The answer is also "it will be delivered on time". I can feel this man situation above as the same happened to me few times. FedEx and DHL is Micky better for fast delivers, but little costly.. But at least you know it will be delivered on time.
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UPS provides unreliable service on their "guaranteed" delivery services!
Posted by on
NEW YORK, NEW YORK -- The following is a copy of an email which I sent to UPS Customer Support earlier this morning


Dear UPS Customer "Support":

I brought a UPS Next Day Air envelope containing important, time-sensitive documents into a UPS Store facility in New York, New York on Monday, December 31st for shipment to JPMorgan Chase Bank in Phoenix, Arizona.

I was assured by the person who accepted the envelope that it would arrive on Wednesday, January 2nd.

After checking the tracking for this envelope earlier this morning, I was shocked to discover that the delivery of this envelope has been rescheduled for Thursday, January 3rd!

Pardon my French, but what the [snip] is going on with UPS? The documents contained in the envelope are TIME SENSITIVE and must arrive today (Wednesday, January 2nd)!

I was hesitant to use UPS for the shipment of these documents, but since the receiver supplied me with a pre-paid UPS Next Day Air envelope, and I figured that since UPS had an extra day to deliver my envelope (due to the New Year's Day holiday on Tuesday), they couldn't possibly [snip] this delivery up... How wrong I was!

Since you can't keep your promises of "next day delivery", I will never again use UPS for any of my parcel or document shipping needs. In other words, you have lost me as a customer! In fact, I will no longer patronize businesses who use UPS as their shipping carrier!

It's a sad commentary when the United States Postal Service provides better and more reliable service than United Parcel Service!

No wonder UPS uses the color brown... The color of [snip] is fitting for a company which provides the [snip] service in the shipping industry!

UPS can kiss my (my business) goodbye forever!

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Forever wait for next day delivery
Posted by on
ROCKFORD, ILLINOIS -- I ordered my birth certificate to be delivered the next day. I was very impressed that UPS called me at 8:03 am to tell me they would be delivering it that day. I waited until 5:30 to receive it! I do not understand why I would have to wait all day for such slow delivery.
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Anonymous on 07/31/2010:
You got it next day, right?
raven2010 on 07/31/2010:
I don't understand. was it promised by a certain time next day? Or just by next day.
PepperElf on 07/31/2010:
indeed. I know my UPS guy usually gets here between 6 and 9 PM depending on his route.

Skye on 07/31/2010:
Did you request it for UPS Next Day Air Early A.M, which says you will receive it by 8AM? Regular next day air, means they have until 7pm to get it delivered to you.
Ben There on 07/31/2010:
So you requested next day delivery, and you got it on the next day. I don't understand what the complaint is? If you have ever looked inside a FedEx or UPS truck, they are filled with packages that all get delivered on one day. The package might have left the facility at 8am, but if there were a bunch of people ahead of you then it can take hours and hours to get to you.
oldisgood on 07/31/2010:
You have to realize you are not the carriers only delivery of the day. Someone is first and some is last. You were last
MRM on 07/31/2010:
Usually, in the morning, packages are first delivered to businesses, then to residents in the afternoon.
Skye on 07/31/2010:
The best thing to do, is specify that you want early AM delivery, this way you know it will be delivered to you, by a specific time. It costs more, but at least you won't have to sit around all day, waiting for a package.
spiderman2 on 07/31/2010:
You used to be able to get a delivery guaranteed by 10AM but you paid extra for that service!
Anonymous on 07/31/2010:
The next day ends at 11:59pm. If they deliver after that, then you have a complaint.
Charley on 04/04/2014:
Well, I paid for "Next Day Air Saver", the package left for delivery at 9:07 AM. It's now 12:35 AM THE FOLLOWING DAY, and I still don't have my financial instrument! I called numerous times, and found out at 10:00 PM that not once throughout the day did anyone I spoke to with UPS annotate my situation. They flat out did not care. The Salt Lake City call center was different. Of course, by that time, their hands were tied. This is NOT OVER!!!!!!!!!!
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