United Parcel Service Complaint - NEVER SAW ANYTHING LIKE IT AND LIE
NOVA SCOTIA -- August 14th, 2006
After 19 years of shipping with Fedex because of past horrendous invoicing and delivery service from UPS , My mother shipped us a shipment from Sydney Nova Scotia to Ottawa. A 2 Day Service normally.
Previopus to that this package (a Lap top Computer) was delivered from California to Nova Scotia in 2 Days with Fedex. Because the Parcel had to be shipped to the address on the Credit Card due to the policy of the Seller.
On August 1st, We reshipped the parcel from Sydney, Nova Scotia to Ottawa, Ontario. Both in Canada. My son was leaving on August 5th to come to visit me in the Dominican Republic.With the parcel which contained a new Laptop computer. The day before he was leaving we called UPS because there were no scans on their website showing the progress of the parcel. We were ASSURED that it would be delivered by 5:00 PM that day. At 3:00 we called again and asked to verify that it was out for delivery. The driver was paged and we were assured" that he would call back within 90 minutes. No call. From 4:30 until 8:00 we called every 30 minutes and he was supposedly paged. No answer from the driver OR they were not bothering to page him . It seems Odd to me that a human being would not answer urgent pages for over 5 hours. Maybe there was a death in his family? So I think that I was put on hold while they did their nails and then was given a crap excuse. At exactly 7:56 the parcel was scanned and entered on the website . IN THE WRONG CITY! It was going on a trailer in Toronto and was leaving for Ottawa. We were on the phone with UPS, me from the Dominican Republic and my mother from Nova Scotia.
I asked the operator (Mary Operator #202) to check and see what time the trailer would get into Ottawa and that we would go and pick up the parcel , early in the morning. The trailer left Toronto at 9 PM. I Am Canadian; I lived in Both Toronto and Ottawa. It is a 5 hour Drive at VERY WORST Case. She asked me what time my son was leaving for the airport in the morning. I told her at 6 AM . I BEGGED Her to let us get the computer early before he leaves. That he would drive across the city early to get it. Low and Behold ! The trailer wasn't getting in until 6:00 AM According to her(What a Coincidence!!!) The next morning I checked the Scans and it was Scanned into Ottawa at 3:33 AM which means that it was off the trailer and that she and her supposed Cohorts at Stevenage drive in Ottawa lied again to me. They told me that it had to make a stop on the way to Ottawa. But if you calculate what I said (5 Hours , Left at 9 AM means that it got in at 2 and that the scan at 3:33 AM would be accurate because it would take about that time to offload the trailer. Again, I am SURE that I was put on hold while she SUpposedly called the warehouse and was given this information which was untrue. Just to get rid of me.
My Mother’s saga
All evening my mother was talking to a lady in Moncton (Melissa) who assured us that she would do all that she could and was supposedly a supervisor All of a sudden went into a meeting at 10 PM and would not return calls or answer calls.
Both of our frustration levels were very high with the constant reassurances followed by lack of effort.
As my son was flying WITHOUT the computer, I was making arrangements to have the computer flown here at no charge by UPS. At about 11 AM that day , after talking to several different operators I got a lady named Denise Piercy (Ext 4643) who said that she would call me back in the afternoon with their “plan” to get the parcel to me.
SUPPOSED Great news, she had the parcel in her hands at the warehouse in Ottawa, needed a customs invoice from me , had someone ready to relabel and reship it and get it to us by August 9th , 2006 . She had the Invoice within 30 Minutes faxed to her. Being that the computer belonged to my new business partner, whom I had told would be easy and less expensive to get this way and if he paid for ½ of my sons plane ticket he would save 1000$ and he was willing to pay extra because he needed the computer faster I called him and owned up to the situation and apologized and he accepted the fact that the computer would be here a little late.
Ms. Piercy was going to be off until the following Tuesday (August 8th, 2006) at which time I was to call to get the new tracking #. I was out of town on that Tuesday but felt reasonably comfortable that the situation was in hand so I opted to call on the 9th to get the tracking #.
Guess what ?????????? No tracking number and the parcel was on a trailer (supposedly) back to Sydney Nova Scotia. No calls , no warnings no nothing. But at least she took my call and owned up to it . What happened? We have no idea.
She didn’t know where it was, exactly, if she could get it in her town or if it would show up in Sydney. I begged her to call my business partner and explain to him. He is desperate for this computer.
AS of today , August 14th, no one knows where the computer is. A new computer that I paid for on my credit card and is tieing up my credit that I need to get my new business off the ground. It is holding up my partners development in his other business , that he paid EXTRA for, so as to get it faster.
They seem to find ways to cover each others Asses. They have written on the website that we SHIPPED IT LATE ! We Did NOT ship it late ! It was shipped, guaranteed within 2 days . End of business day Thursday August 3rd It Was In Ottawa for Delivery on August 4th because it was sent to the wrong terminal or to save costs for UPS. I was told that most Ottawa shipments go through Montreal and that it is RARE for a shipment to go to Toronto and then back.
Now we are waiting with baited breath to see if the package will arrive here and what the reaction of Dominican Customs will be. How much duty will be payable? Duty was already paid to Canada for this and the computer at that point is a personal possession that if my son had with him would be duty free.
UPS And its Inflexible policies and untrained people in call centers cause problems well above just not delivering the packages. They are a glorified post office (which is 100 times more reliable). NEVER Ship ANYTHING if you need it on time ! Or by a certain date, with UPS. They are unprofessional, Unorganized and Inflexible. They cannot even send an EMAIL ! They use call centers which house people getting paid minimum wage to do customer service.
ocation Date Local Time Activity
CONCORD, ON, CA 08/09/2006 6:21 P.M. DEPARTURE SCAN
OTTAWA, ON, CA 08/08/2006 5:14 P.M. ORIGIN SCAN
OTTAWA, ON, CA 08/04/2006 7:58 P.M. THE RECEIVER STATED THE ORDER WAS SHIPPED TOO LATE AND REFUSED THIS DELIVERY;RETURNED TO THE SENDER. THE PACKAGE WAS NOT PICKED UP AS ARRANGED
08/04/2006 12:53 P.M. THE RECEIVER STATED THE ORDER WAS SHIPPED TOO LATE AND REFUSED THIS DELIVERY
08/04/2006 3:33 A.M. ORIGIN SCAN
CONCORD, ON, CA 08/03/2006 7:56 P.M. DEPARTURE SCAN
SYDNEY, NS, CA 08/01/2006 2:54 P.M. ORIGIN SCAN
Tracking results provided by UPS: 08/14/2006 9:34 A.M. Eastern Time (USA)
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