NEW MEXICO -- Package delayed (inexplicably) in Commerce City, CO hub. When UPS was contacted (because the delay would result in their missing the guaranteed delivery date) the "customer service representative" in essence said "Well, the tracking doesn't really tell you where the package is and we don't have a delivery date." So in essence - you don't know where the package is, don't know when it will be delivered, and are unworried about missing your "guaranteed delivery date"?
Subsequently, the delivery was rescheduled. It was "guaranteed" by Friday and reset for MONDAY. While I recognize that they generally charge for Saturday delivery, one would THINK they would have made an effort to achieve a free Saturday delivery given that they missed THEIR guaranteed delivery date which, given I paid the seller for both the 5 day shipping AND expedited shipping out of the warehouse should probably have been of SOME concern. They also then informed me that ANY refund for the failed shipping would have to come FROM THE SELLER. I'm not clear on why THEIR failure requires punishing the seller - but apparently UPS is unconcerned with that.
So like many, I took my issue to social media. Their "social media help" folks contacted me. They asked me to e-mail them. I did. They responded by informing me the delivery was delayed because THEIR employee made a mistake. I pointed out the item was now in town as of Friday afternoon and a Saturday delivery would make sense. They agreed and promised it would be "on the truck for Saturday delivery". It didn't show up. I e-mailed them again early in the afternoon on Saturday. They didn't respond.
I returned to social media. They again asked "Have you e-mailed our help people?" I said "Yes. They're the ones who guaranteed a Saturday delivery. I e-mailed again four hours ago. No response." They've now "promised" someone will be in touch by e-mail as soon as possible. Yey?
SEATTLE, WASHINGTON -- UPS banned me as I complained about a driver who threw packages down our hall. Each complaint in a customer service call center was followed by a local-annex foreman who called to give profanity and threatened to cut off UPS service. I complained 5 times about the driver and foreman. Customer service management banned me for 5 complaints. After sending a letter to their CEO, a CEO Secretary banned me for my 5 complaints.
After that, UPS ground delivery requested US Mail to stop delivery and to ban me. A lawyer did not help me with a "mercy-apology" letter. With the lawyer's letter, the same secretary was even more evil. Now for 11 years I have not received bills or packages.
BOSTON, MASSACHUSETTS -- I recently took several boxes to the UPS store in Boca Raton, FL after my mom died and I was distributing mementos to family. I was very clear with the representative at the store that this was a fragile box full of fragile memories. She assured me she would mark it appropriately. When the box was delivered to my condo and received by the concierge, the box was broken on all of the sides, the bottom was ripped apart and there were NO fragile signs visible.
Every piece of glass inside the box was shattered, every piece was either bent or broken and several things were missing. It looked like the box had been dropped off the truck and then run over. All of the memories gone... There were no notes or no acknowledgement from UPS about their liability. Needless to say, I was angry and extremely sad that all of my mom's stuff was left in a shattered mess. UPS... never again!
RESEDA, CALIFORNIA -- UPS is unionized and that means they don't care. They will ban you for deliveries if they don't like you. UPS has a list of reasons not to deliver to your business that is 10 pages long. Their union encourages drivers not to deliver if they don't feel absolutely comfortable. The ups customer service is located in the Philippines and they have no idea where your package is. The ups union encourages its drivers to hold your package hostage if they don't like you.
FedEx is not unionized and will get you your package without threats of returning your package to the shipper. The Van Nuys customer center routinely tells its customers that they will return your package back to the shipper if you don't like their service. Watch out for George in Van Nuys. He likes to return packages. He says his union boss told him to do it. Just because you get an email telling you that ups will deliver a package, doesn't mean you're going to get it. It is up to the driver to deliver or not and the union will back him up.
KANSAS CITY, MISSOURI -- Okay, So I paid for 2 day shipping on a Friday, which apparently they don't work on the weekend, and was told I'd get it on Tuesday. Tuesday rolls around and it says it is still in Kentucky. Okay. Well, then I call and at least get my 25 dollar shipping fee refunded but now it is Wednesday and supposedly at 10:50 AM they tried to drop it off and no one was home. I never got any notification as to what time of day or anything they were going to be dropping it off so I can't plan for it. I was working of course.
Well on top of this my roommate said he was in the front room and did not hear a knock or anything during this time. So instead of dropping it back by or calling me WTF? Just call me. I entered my number for a reason... They said "oh, they can drop it off the next day around the same time... (still have to work) or you can come and pick it up the next day." How's that for service? So I said "uhh no, I'll just come pick it up today because I've been waiting for this thing and now I have a one hour window to pick it up in a different part of town when it should've been here 2 days ago."
NEED NEED NEEEED more communication with customer. You all have my personal line so how is it so hard to call or text that it is coming or whatever. I'm more frustrated that this happened after the fact I paid more for 2 day shipping and it didn't come.
NEW YORK -- I ordered a lens from B&H for my wife as a surprise birthday gift and paid for expedited shipping… ordered Friday due to receive on Saturday. Nope!! These idiots lost my package and I was told that it was "left behind" at the sorting center in Queens. And worse yet, I had a "SUPERVISOR" get on the line and he told me that UPS runs a skeleton crew on Saturday and that he could not reach anyone at the sorting center to find out about my package. I was then told that it would arrive on MONDAY!!! I AM DONE with UPS!!! They truly suck, and their customer service is even worse.
FLORIDA -- I shipped a package on Sept. 30, 2015. Correct address and correct phone numbers for me, the sender, and my daughter, the recipient, at a residential address in Denver. I never got any notice of delivery and neither did she. They claim they tried to deliver it but it went to the Denver holding facility without either of us being able to find that out. They could not tell me where it was. My daughter was calling their facility every day and suddenly they say it is there and they will send it up front for pickup. They told her she has 15 days to pick it up. She gets there the very next day and they say it has been shipped back to the facility here in Florida.
THEY NEVER CALLED HER NUMBER OR MINE. THEY NEVER REALLY TRIED TO DELIVERY IT. What is the truck driver doing? Sleeping in the van? I want my shipping money back and I want to be reimbursed for the ruined chocolates that should have arrived on the October 6th. It is just 10 out as I type this. Why was it not held at the facility?
I have heard such horrible things about UPS, or OOPS as the public call them but I did not think that this simple delivery at a none rush time would be handled with so much incompetency and disregard for a paying customer. I am going to complain on every possible avenue and write a BBB complaint if I do not receive compensation. UPS needs to go out of business. It is a joke.
HOUSTON, TEXAS -- A shipping order was started on the online shipping form, however not being sure how to complete it, a person at UPS was called to assess the problem. She assured me that the information was correct and that our original attempt would not be entered as she was completing an entry.
The product arrived ok, as did my credit card bill with the shipping charge entered twice. I called customer service, they said they would remove the double billed entry, next month the same, and now a third call has been made. The person at the customer service desk did not know the name of the Quality Manager. I have not yet located contact for their Quality Manager, but this is not good business.
This was the worst shipping experience I ever had. When I relocated to a new place, I decided to send my household things through UPS. The fact that drew me to this option is, of course the low rates. But in no time I realized that I had to spend more money to replace all those things I send through UPS.
It gave me a light stroke when I found my household stuff was damaged when I received them but I was totally devastated when I found my TV completely broken. I couldn't even figure out how they managed to break it because the package looked perfectly okay when I received it but TV inside was completely shattered. They might have taken my TV outside and dropped it from a mountain or something to break it like that because I have packed it very well with all the required packaging rules that they have mentioned in their dumb website.
The worst part is I have insured my TV before sending it and when I contacted the UPS for claiming my insurance they said they will "NEVER DISCLOSE ANY DETAILS TO ME REGARDING why I lost my insurance because I am not the shipper." And to the shipper, they gave some other lame excuse like "GUARANTEE HAS BEEN VOID". Can anyone decipher this code from UPS?
WAKE FOREST, NORTH CAROLINA -- Two days ago, I had 2 packages valued at $500 delivered to ** (my street) rather than my address of **. I can mildly understand. Today, a package valued at $400 was delivered to my neighbor at **. In order to do that, the person had to walk between the 2 mailboxes clearly labeled ** and **, up a driveway and set the box on the porch passing the ** on the railing. This would be comical except the fact it should not happen when the address and houses are clear and correct. I'm not sure why we even have house numbers anymore since UPS just walks by them and drops the package without even looking at the label. Really, how hard is it?