United Parcel Service Complaint - UPS Customer Service is HORRIBLE and they don't actually DELIVER packages
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.