CHARLESTON, SOUTH CAROLINA -- This is the complaint word for word to UPS: This has been by far the worse experience I have ever had while having anything delivered. I use my cell phone heavily for my job and therefore, had a replacement express shipped to me after it was broken. Knowing I am rarely home during the day, I tried having my phone shipped to my workplace so that I could receive it, but was told my business had an "invalid" address.
My first complaint is that your website claimed the package would be delivered by 3:00 PM so I swapped shifts at work so that I would be home when it arrived. However, it did not arrive by 3 PM and I had to leave. According to your website, the package arrived at 4:52 pm, nearly two hours after the committed delivery time you provided.
Secondly, I find it very inconvenient that you only deliver business days, especially when you have no way for the customer to change delivery address, add a message to take to neighbors, deliver after a certain time or intercept a package. Because I generally work regular business hours at my job, it makes it nearly impossible to be available to receive this package I desperately need. So really, what can brown do for me because it doesn't seem like they can get a package to someone.
SARASOTA, FLORIDA -- I have been through this song and dance with UPS claims before, so I knew from the beginning what I was in for. Previously, I shipped items when I was an employee of a big company, and they would not spend the time and energy to appeal this claims process that UPS and Crawford Insurance want's you to go through. However, I am now self employed, and I am going to go the distance on this just on principle alone. Enough is enough.
We need national exposure on this scam, and ultimately a class action lawsuit as this is a clear cut case of defrauding the customer. This is because UPS and Crawford Insurance conspire to either deny every claim, or undervalue every claim. It is a conspiracy to defraud and needs to be prosecuted as such, both at the criminal level, and civil process.
I prepared 2 shipping labels where I paid for the "insurance" at an amount that was clearly under what it would take to replace the items if lost or damaged. And, I was fully willing to accept that amount when UPS lost my package. However, Crawford Insurance, as usual undervalued my claim, and did not "make me whole" as required under the law. Then they jump you through hoops when you try to appeal the decision in hopes you will just go away, and most people do. That's why they get away with it.
I finally get a return call from a "supervisor" with Crawford & Co. by the name of ** with a caller ID of **. She was snotty sounding from the start and talked down to me like I was stupid. (I'm not by the way). She tried explaining that this was NOT "insurance" that I purchased, but rather "declared value". (Semantics). This person sounded like she is like 12 years old.
I declared the value of that package at only $195 (trying to be fair and reasonable) even though the items could never be replaced for $195. Crawford went ahead and processed a payment for like $101 total! I was given the amount over the phone, and have not received the check yet. My total claim amount was only $231.59 which I WAS fully willing to accept, but now, that offer is off the table. I reside and do business in Florida, which to the best of my knowledge (from past experience) is a "make whole" state which means they are required to pay me at least the declared value OR they must actually replace what I lost.
I am now going for nothing less than full replacement of my lost items, as that cannot be done for less than $1000. These idiots think that just because I paid a certain amount for something, that is all they are required to pay. The part these mental midgets cannot comprehend is that the lost items cannot be replaced for what I paid for them. BUYER BEWARE!! When you purchase "insurance" from UPS you need to understand that they have no intention of paying you the declared value that you are paying for.
I must now proceed against the seller on Ebay on this although he did nothing wrong, just so there is another party involved against UPS... Although I purchased the UPS labels on my UPS account and sent them to the seller (that makes me the shipper, legally).
These lowlife already tried using that angle..."well you are not the shipper"... WRONG! Crawford & Co. / Crawford Insurance/UPS will do whatever they can to get out of paying a legitimate claim. These arrogant fools are willing to go to court and possibly have a legal precedent set over a measly $130.00!! How stupid is that! We really do need a class action lawsuit on this of every single person who has ever been shorted on a claim with UPS or any claim that Crawford ever processed and shorted. Any lawyers out there want to tackle this? If not, I have enough experience to prepare and file my own complaint and it will be filed in FEDERAL COURT.
It will be filed against UPS as they are the ones who actually lost my items, and then they can deal with Crawford so they can see how they like it! I printed the labels on 3/19/2012. The Ebay seller dropped them at a UPS Store on 3/26/2012 in Edison NJ. My package never made it past that location as per the tracer. 3/31/2012 UPS declared the package lost and this nightmare claim process began.
Hello. I just wanted to inform everyone what a poor shipping company that UPS is. I recently purchased a motorized bike from EBAY from a very nice seller that packaged the bicycle in a bicycle shipping box and sent it to me by UPS. That cost me $244 dollars since it was shipping from Canada to California. After waiting for 4 days they sent me a message that it had been misdirected to the wrong location... After a total of 13 days the bike was delivered in a box that looked like it had been dragged through a war zone. I had the delivery person wait while I opened what remained of the box to take a look at the bike.
Unfortunately I did not completely un-box the bicycle at that time and it looked in passable shape from what the driver and I could see. Later that evening when I went to assemble the bike I discovered that the damage was all on the bottom half of the bicycle which I could not see from my previous vantage point. I immediately contacted UPS and they told me that since I had destroyed the packaging opening the box they would make an appointment to view it on sight. No call was forthcoming. I called back and was informed that the claim was refused because the packaging was destroyed by me.
I don't care how the bike was packaged... The amount of damage done was intense. The back forks where the wheel is mounted was bent into two 90 degree "L" brackets. The crank sprocket was bent and the front springer front end forks were bent as well.
I told them that I could probably be made whole with $150 but was put through the contact the seller game. I had been in constant contact with the seller and told him to contact his local UPS and they directed him back to me... these guys are slick as slime. I am currently filing through EBAY resolution center to have them pressure UPS. In the Whole I would not send an anvil through UPS because I am sure they could damage it!
55 GLENLAKE PARKWAY, NE, GEORGIA -- I returned home 12/29/09 and found an "info" note on my door stating UPS attempted to make a delivery and a second attempt would be made the next day. I read both sides of the note on my door. There was a place to sign and print my name so as to leave the note on my door if I would not be home. I signed the note then applied scotch tape to make sure it stayed on my door and put it in the same place the UPS man left it. I also stayed home this day because it was my day off and I wanted to get my package. I patiently waited until 6 P.M. because I knew the drivers stayed out later than this.
At 6 P.M. I called the number on the note from my door previously left by Mr. UPS and spoke to a nice lady in Virginia. By the way I live in the pacific northwest. Before talking to the "trained to be nice" lady, there was a voice system that asked me for the number from the "info" note on my door. I voiced the number and was told by the machine that the delivery was attempted for the second time but no one was home. The nice lady said the attempt was made at 10:13 A.M. I said no it wasn't because I was home with my family watching tv. She nicely apologized and assured me someone would call me within an hour from the local UPS company some 20 miles away.
I waited the hour plus 10 minutes then called back. This time there was a different lady who wasn't so nice. I think it was because I had to excuse myself a number of times because I could not understand her accent. So I hung up and called again and spoke to a "nice" man who put me on hold to speak to a "nice" lady who called the local UPS. She told me I could go pick up the package myself if possible.
I became a bit bewildered and frustrated by this time but went after my package. I met a man inside the UPS place who was leaning on a table and asked if he was the back of the line. He replied, "no problem, I've been waiting almost 2 hours for a package that was supposed to be delivered and was not. The driver is still on his way in". I replied, "This is just a tiny part of the problem with the way things are in America. These large companies don't care how their services are run, and there is nothing that can be done about it."
Of course I'm "old school" and if this would have happened when I was a kid, the company would have gone out of its way to get the package to me. But it doesn't matter how crappy services are with business's today, they carry on. Oh well, nothing was accomplished here really except more practice on the keyboard for me. UPS! You can go screw yourself. And every business that pulls the same crap, which is in general, every big corporation.
GLENDALE, ARIZONA -- Well it's time for a status update on this one. Apparently UPS Public Relations was so worried about their public image they decided to "make this right". So far they are falling short, but they do seem to be working towards a solution. To sum up the amount that it will cost me to recreate 4 pictures that were shredded when UPS's truck ran over them is $139.95/picture. I'm trying to be reasonable and not make up a number for the costs of the 4 frames that were broken and splintered because at this point the pictures mean more to me than the frames.
The tower speaker that was destroyed; to replace it with an inferior model that was deemed to be in the same group by a ratings website is going to cost $899.99 to replace. At least the bright side to this is that the speaker would ship with someone other than UPS so it may actually show up in one piece and not many pieces like the other speaker did! To date UPS has gone above and beyond by offering a large settlement of $162.41! Thanks UPS! With a figure like this I can absolutely afford to replace nothing that your esteemed crew demolished!
Let me break this down a little more: Cost to recreate 4 pictures driven over by a UPS truck: $559.80; Cost to replace 1 speaker destroyed by UPS when the other speaker that was packaged the same way arrived in great shape: $899.99; Cost to ship both packages from AZ to FL: $106.77; Total cost incurred due to UPS's negligence: $1566.56; Amount UPS thinks is fair for replacement costs: $162.41 or roughly 10% of replacement value!
Original Issue Below: I would like to thank UPS for delivering 4 out of 6 packages in decent shape. It must have been hard shipping from AZ to FL and not being tempted to drop, kick, and run over them like you did with the other 2 that I shipped with you. I really appreciate the tire marks across the box that you delivered today, 10 days late. Mostly though I really appreciate that your driver dropped the box at my front door and sprinted back to his truck! I knew you hired people that liked to run to give the company an image of urgency but seriously!
I also like the fact that the first package you delivered damaged was boxed up by your staff at the UPS store in Glendale AZ store # 5320. I like that your stores are independently owned and operated so when you do have a complaint to file about a lost or missing package you get to deal with someone that has already taken your money and has no plans for returning it due to the negligence of UPS.
It is really nice though to know that when your company picked up the damage package to ship back to the shipper (which is me) for replacement your company had an Oh moment when they found out they couldn't blame it on someone else. I again, like the fact that your company picked up my damage freight and have had the common courtesy to ignore my phone calls in regards to the damage claim. I really enjoy not having to store my personal property in my new home, seriously thank you UPS for helping keep my new place clean by breaking and destroying the things I thought I wanted to keep!
I do have to thank the people at UPS at your main customer service group, they all seem so helpful to get me to the next person that will offer their sincere apologies for shipping with them.
COLUMBIA, MISSOURI -- March 11, 2013 I ordered a Lawn Aerator for a Zero Turn Mower, The unit was shipped by UPS Freight with a 2 day in transit time. The unit was picked up by UPS freight on March 13, 2013. Friday, March 15 at 7:50 AM I received a call from ** in the Columbia Terminal that my freight was there and would be delivered by noon. At that time I checked my tracking number and showed it was in Columbia. 3 hours later I get a call they can not locate it, "got the paperwork but cannot find the freight."
I called back and spoke to the terminal secretary and she said, "we do not know where it is," I received a phone call approximately an hour later and was told that it was in "Springfield." At that time she said would have for Monday delivery. As a result of this snafu on their part I lost over $500.00 in wages as could not aerate yards at $00.08 a sq ft. No call Monday morning from the Columbia Terminal. So I call the 1-800 number and am connected to someone whose English is so poor thought I was in a preschool class listening. I gathered my aerator had been shipped to Wichita then Kansas City, Ks and would be here tomorrow as needed an extra day.
The representative was to also send an "urgent message" to the terminal manager to contact me. Tuesday morning I have not received a peep from UPS. On Monday the pallet was 140 miles from its destination terminal. It would make sense that it would be put on the truck to Columbia, MO to be delivered on Tuesday, No that is not the UPS way, that are backing tracking it and as I write Tuesday Afternoon it is back in Springfield, MO awaiting a fateful trip through the St Louis Terminal once again.
If I enter the Tracking Number it has not changed since Friday, March 15. It show Shipment Has Arrived at Service Center. What a joke it should read "Paperwork has arrived at Service Center whereabouts of package are unknown." It's trip to Springfield, Mo, Wichita KS, Kansas City Ks and back to Springfield, MO is yet to be documented let alone it's trip back through St Louis and to Columbia, Mo. No one at UPS can tell me why it was not routed back Friday through St Louis from Springfield as it appears now to be. No one at UPS can tell me why it was not put on a truck for Columbia when in Kansas City, Ks instead of be routed back through Springfield.
A rough calculation is that it has traveled an extra 1000 miles more than it should have been had it been placed on the right truck Thursday evening in St Louis. Final thoughts: Never trust UPS Tracking, it is just paper work and not the actual parcel. If UPS loses your parcel only the Gods at UPS can figure out how to get it to you the most uneconomical way. Never trust your parcel to UPS in any way, shape or form!
NEW YORK, NEW YORK -- This is a long story, but definite worth your notice, so sit back and have a cup of coffee/tea and read on... In early November I was waiting for a package to arrive. My package was sent via UPS according to the website of my purchase. I live in New York and there was Superstorm Sandy happened at the end of October. The packages in New York were handled partially through its Maspeth facility location. Because of the storm, UPS website showed the tracking status on the day that my package was estimated to arrive as 'Out for Delivery' and the time was 5 AM for the update.
Then I waited all day at home, doing things here and there while waiting, but it didn't arrive. Around evening, I was on my way outside of my apartment building, I saw a UPS guy dressing its uniform standing in the lobby waiting for elevator in my building. Thought I didn't see him holding my package, he said 'hi', I responded 'hi.' Later I walked outside of my building, I saw a UPS truck so I walked over to ask the driver who was unloading some boxes from his truck to see if he has any more packages for my building. The driver said 'Wait for my helper, he is in your building now, and he is coming back soon.'
I realized the guy I saw earlier in the lobby of my building is the driver's "helper". Later the guy came back to the truck, he saw me, I asked him if he has any more packages to my building as I was anxiously waiting to get my package. The "helper" guy said 'No.' Then the driver said 'it may be in another truck and your package will arrive, don't worry.' So it was fruitless.
Later I went home, I checked again on UPS website, the status on the website was never updated that day, it was still 'Out for Delivery' since 5 AM that day until midnight when I went to sleep. Then the next day around noon time, the UPS website updated my package status as 'Exceptional Condition beyond control', 'Delivery Rescheduled'. It didn't say when my package would be delivered.
Around 6 PM the evening, suddenly someone knocked on my door. I saw it was a UPS guy, I thought he had my package though the website was still 'Exceptional Condition beyond control, Delivery rescheduled.' I opened my door. It was the guy standing in the lobby of my building yesterday, the driver's "helper". He said "Did you receive your package?" I said "No, do you have my package?" He said "I will check it for you. What is your phone number?"
In a split second, I thought there was a tracking number, is it really necessary to give my phone number? But I thought he might give me a quick call when he goes back to his truck to see if he can find my package in his truck. So I gave the UPS driver helper my phone number. The he said 'My name is **.' I told him my name, he shook my hand. He left.
Then about half an hour later, around 6:30 PM, I got a call, it was that driver helper. The phone number is **, it looks like a cell phone number. He said 'I will track your package for you.' I said 'Thank You.' Then he said 'By the way, you look really really beautiful, are you married?' I said 'Thank you. I am engaged.' Then he said 'Oh, engaged? But we should definitely talk sometimes, please call me OK?' I said 'thank you.' That's all I can say since you don't want to say anything bad to this person.
Then a minute later, he called again. He said 'OK, I will definitely track your package for you.' I thought it was a little weird he never asked my tracking number. I said 'Do you want my tracking number?' He said 'Oh, what is your tracking number?' Then I read the number to him. He said 'I will check your package for you, please call me.'
It was a conversation going nowhere and getting weird. I said 'Thank you.' Then after another minute, he called again. I picked up. He said 'Oh, the package is in Maspeth location.' I said 'I know, I can see it on your website.' Then he said 'I will definitely find out when the package will be delivered, but please call me.' I said 'Thank you.' After another minute, the 4th phone call from this UPS driver helper, he said 'tomorrow I will definitely find out and hand over the package to you. Please call me, OK?' I said 'Thank you.'
So I picked up 4 phone calls from this guy. I went on to spend the evening with my family, later I was shocked to find out this UPS driver helper called me another 5 times at 10:42 PM, 10:43 PM, 10:44 PM and 10:46 PM. I started looking for UPS customer service information online and made a call to talk to someone at UPS to file the official complaint. UPS determined it was harassment from this person. After the phone conversation, I just found out this guys called another time at 11:47 PM at night.
The next day, the third day from the original date that my package was supposed to arrive at my door step, I was waiting to see if this guy ever dared to call my phone again. It didn't happen. Around late morning, I got a call from someone at UPS complaint center, this man said 'they already took care of this and the driver helper's boss is going to talk to this guy and make sure it will never happen again.' Since I told UPS this driver helper's phone number and name when I filed my complaint last night, I figured they already found out who that was and the boss already knew it and that's why I didn't see the guy calling me again the next day.
After the call from UPS complaint center, about half an hour later, a man showed up in my lobby and I saw it was a different person, and he looks like a supervisor. The man was very nice, he apologized for what happened and he explain he was in charge of UPS delivery in my neighborhood area and he already talked to this guy and he said this ** was very scared and this boss made sure ** deleted my cell phone number and promised never dared to call me again. I thanked this supervisor for his decision and let him to decide if he wanted to fire this driver helper ** or not, all I wanted is my package, that's all.
I still have this driver's helper phone number in case I need to take legal action against UPS with the iron clad proof this guy called me 9 times in total. After all, I received my package in the evening after the supervisor came to apologize to me. It was downright unprofessional and this guy's behavior ruined UPS reputation. He thought he probably was in some kind of 'Sex and The City situation' that he could get to know some girls through his delivery and had 'some fun'.
It was stupid drama, things like that happened in real life are called harassment. I also learned a lesson, NEVER GIVE YOUR PHONE NUMBER AWAY, NO MATTER WHAT. What a scary situation, I will never forget. Be careful if someone asks for your phone number, don't give it away for your safety.
GRAND RAPIDS, MICHIGAN -- I ordered a fairly large package online for my mom for her Christmas present. I didn't know that it was going to ship UPS until it was too late. I wasn't able to be home when they deliver the package because I work a normal schedule. I got the first notice on my door on a Wednesday. I left a note for the UPS man to leave the package at my apartment office, that I authorize them to sign for the package. Instead of doing that, the driver put another notice on my door of the package being undeliverable. I then call UPS and they tell me that the sender requests that they try to deliver to the package three times before they hold it at the pickup station.
But that after the third attempt, I'll be able to pick up the package myself. The next day I get a phone call saying that that day is going to be the third attempt to deliver the package and if I don't get it that day, they will be sending it back to the sender. So I call them back and tell them that this is not what I was told the day before and the woman that answered the phone (a call center worker, who probably doesn't have a college degree nor can she read) tells me that this is what is going to happen without even taking my information to actually look at the order.
I get the tracking number and call back and speak to someone that knows what he is talking about. He tells me that the package would be available for pick up on Saturday (the next day) at the pickup center. The next day, I get the ticket that was left on my door that states that its the final notice and go to the pick up place. I wait for about 10 minutes and they finally come out of the back room and tell me that they don't have the package. That it is still on the truck because the truck came in too late the night before. They assure me that they will hold it and I can get it on Monday.
I go home and email the call center, they send me an email back and assure me that the package will be available for pick up on Monday. I go in on Monday after work. After another 10 minutes of waiting, they come again, out of the back room and tell me that it's out for a delivery, again, for the fourth time. They tell me they sent me a postcard telling me that it was going to go out on Monday for a fourth delivery. (Mind you, its Monday afternoon and the mail doesn't go until the afternoon, after people are at work). So she takes down my name and number and tells me that she is going to hold the package at the office.
I go home, I get my mail. There is a postcard that says 'the package was undeliverable on Friday and will be held at the customer service center on the next business day for 5 days'. I get to my door and there is a fourth notification that says 'final notice'. I will be taking all of this information, along with the email, into the customer service center and showing the manager all of the b. s. that I've had to go through in order to pick up a package.
Wouldn't it have just been easier for them to leave the package at my apartment front office? It would have saved the company time and money. This, seriously, has been the worst experience of my entire life and I will NEVER ship anything or buy anything that is shipped via UPS ever again.
I put the word Service in quotes because there is none. And trying to resolve an issue with "Customer Service" is futile because there is nothing UPS will do. I am waiting for delivery of a platform bed which I ordered online through Overstock.com. I had also ordered a Dyson Vacuum cleaner from the same company, which UPS delivered and left on my front porch. I discovered this at 10 pm when I let the cat out. Apparently there was no problem in leaving it.
However, the platform bed - which does not require a signature - was not left. I went online to reschedule delivery for another day when I could be here. UPS is more than willing to charge for a change of date, but does NOT offer the option of a specific time - making another day pointless since I am not around for the entire day.
There was a number to call (none on the UPS notice), so I called. I was told I could pick it up - four pieces on a bicycle didn't work for me - have it delivered to a neighbors - I'm sure everyone would love a platform bed sitting in their driveway - have it delivered to where I'll be - on Bernal Hill walking a dog but still with a bicycle - stay at home all day or have it returned.
There are NO options to have it delivered at a particular time because it would impact other customers who have deliveries scheduled for a particular time. The "customer service" representative couldn't explain why that option wasn't available since they charged to reschedule delivery, nor could he explain why they were unable to call the driver to see about anything - approximate delivery time, possibility to come at another time, etc. It wasn't that I was unwilling to pay an additional charge to have it delivered at a future date at a specific time, UPS did not offer the solution.
My repeated inquiries as to exactly what kind of customer support UPS could offer me ended up with the acknowledgement - after about 15 frustrating minutes - that there was nothing, but of course my referring to this situation as being screwed was denied. I'm not sure what they call it, but the result is the same.
I even went back to Overstock.com and had their Customer Service representative call UPS. No quotes here because they actually tried to help. They got the same answer with one possible exception. Even though a signature is not required, my signing the back might get it left.
I am sure that this non-required signature - which I thought meant something would be left as they did with the vacuum cleaner two days earlier - would guarantee its being left. I guess that my "non-required" signature actually will be required. The UPS "Customer Service" representative indicated that non-delivery had to do with product safety.
I guess he could envision someone coming down the dead-end street and loading four large boxes into a car when that same person would take the time to load a single box into a car. I surmise, however, that my non-required signature - which might get actual delivery without my having to be there - has more to do with the fine print, which features the catchword "liable". I'm glad to know UPS has my best interest at heart.
50 percent failure. 6 boxes shipped to potential investors, each containing a prototype that took us weeks to build. I personally packed each as if it was nitroglycerin. Box 1 arrived with no external damage, although a well-protected part was broken in half. I did not file a claim on this one. Box 2 arrived with no external damage, although the packing material was missing, the product had been disassembled and its parts were scattered throughout the box.
I filed a claim but their making me jump through hoops, asking for pictures, the invoice, a packing list, their tracking number, my account number and my shipper ID, all of which I've been mailing one at a time because each time they get what they asked for they ask for something more. I'm mailing these because after spending an hour trying to send it using the electronic link they emailed, I called only to find out it doesn't work.
Box 3 arrived looking like a used piñata, the bubble wrap I personally wrapped around and taped to the prototype was gone, the prototype disassembled and its parts were scattered threw out the box. I filed a claim and UPS sent a driver out to inspect it. A couple days later a UPS customer service representative called, she said, “I'm sorry your box was damaged in shipment, unfortunately your claim has been denied because the box you used does not meet UPS standards.” The confirmation email stated the box was not strong enough to hold the 8-pound item. The other 3 arrived without damage.
A few days later they emailed 4 credit card adjustment notices, 3 dimensional weight adjustments ($22.16, $13.00, $16.22), and 1 address correction charge ($10.00). All 6 boxes were clearly marked 18x18x16, but UPS measured 19x18x17, 18x17x17 and 19x18x17. After several back and forth emails they issued credits on 2, they're not retuning my emails regarding the other 2.
Concerned that one of their employees was stealing my invention, I called customers service, after telling my story, the representative said “Sorry your boxes were damaged in shipment, you can file a claim on line or if you like I can help you.” Sensing I was upset he transferred my call to a higher-up. After telling her my story she said, “Sorry your boxes were damaged in shipment, you can file a claim online or if you like I can help you.”
UPS gets away with this because they can, if one of my customers complains I fix it, when theirs complain they say “Sorry, can't do anything for you, it's OK if you fire us, our system is set up to make more money with less customers.” If only there was law firm willing to after these crooks and make them pay back the millions they're stealing from us with their fraudulent measurements and insurance fees for claims they deny at their discretion. Isn't it a crying shame our only recourse is posting UPS Sucks stories, I'm posting mine hoping it will help me get over it and go on to more important matters, like finding a few potential investors to replace the ones UPS lost.