United Parcel Service Complaint - UPS - absolute worst delivery service
MURFREESBORO, TENNESSEE -- I ordered a cell phone / PDA device from an online seller on a Friday and paid extra for Saturday delivery to my house residence (Murfreesboro, TN). My wife and I were home on Saturday, and while she was outside saw the UPS truck go by. When she told me, I looked out our front windows and saw the truck across the street at an apartment complex. A bit of time went by and no visit to our door, so I checked the UPS tracking website and saw that there was a "delivery exception" and that no one had been available to sign for the package? This was infuriating, since I had been peeking out the windows and hovering around waiting for the delivery. Checked the front and back doors anyway for a delivery attempt tag; of course nothing. I phoned customer service and got the automated system telling me a delivery attempt had been made when it hadn't, and got through to a customer service person. (The system doesn't provide an easy automated stated way to reach a live human, you just have to keep saying "customer service" at the question prompts.) I told the person of my issue, and he took my info and said someone would call me back. Of course no one did so I called back again and got another guy, explained the issue again. After being put on hold, he came back and asked if I would be willing to "meet the driver somewhere". I said of course not, that I paid extra to have it Saturday delivered, and that I didn't plan on driving somewhere to try to hook up with a driver. He put me on hold again, and while waiting my neighbor came home and walked over to give me a UPS delivery attempt door tag for my package. The stupid part is that she does not have a house number at all visible on her street mailbox, while on mine twenty feet away is our house number in very large letters on both sides of the box post and is unmistakable. The driver had either walked across the street from the apartments to the wrong house or driven over to the wrong driveway. The service guy came back on the phone and said that nothing could be done today but that another delivery attempt would be made on Monday. I told the guy that my wife and I both work, that no one would be home Monday to sign for delivery, and asked what would make the driver come to the right house next time anyway. I asked that the package be pulled off the truck Monday and held at the local hub for pickup. I asked about the extra charges I incurred for Saturday delivery, and he said I would have to contact the company arranging the shipment for that, as if they would be responsible for the UPS driver going to the wrong house. Ridiculous.
In frustration, I drove to the local UPS hub thinking that by chance someone might be there and could retrieve my package. The little brown trucks were there, but no humans available. At this point I flashed back to a previous UPS screwball event from a few weeks ago. A signature-required package delivery attempt had been made to our house on a weekday with us not home, and I had called customer service to request that it be pulled and held at the hub for pickup. I went by there around 5:30PM when I got home from work, and was told the driver was not back yet and I could come back before 6:30PM. I did so, and was told he still was not back but that I could wait. After almost two hours the driver showed up, laughed when asked by the hub guy about my package, and said he had already pulled it off the truck. My package had been sitting not more than thirty feet from where I had been waiting the whole time with a pile of other packages. And the hub people were clueless. The neat part is that while waiting I got to see the hub in action. After I first got there about eight young guys were lounging around in the truck bay load/unload area. With their apparent break being over, a conveyor fired up and they started sending packages down it. At a section visible from where I was waiting, packages kept hanging on a suspended monitor beside the belt. A guy would walk over and shove/slam/punch (literally) them back in line. Some fell over after backing up, and were promptly kicked (literally) out of the way before being picked up and thrown back on the belt. They could see me, a "civilian" and customer, standing there watching them, but seemed to not care that I was observing their package attacks. During my entire waiting time, two to three very young guys were sitting in nearby office areas, and spent most of the time doing absolutely nothing except talking about pickup trucks. The office areas were unbelievably filthy (I got to stand in one while waiting since it was chilly in the bays), with the kind of dirt and gunk on desks, computers, and around the floor and baseboards that only accumulates over a long period when never cleaned. Toward the end of the wait, one of them apparently decided some work might be in order, and started showing a young hillbilly-doofus looking guy how to run waybill/tracking looking slips through a computer reader device. As I heard him say, it was time for him to leave (and obviously he couldn't have done it in the previous hour and a half of shooting the breeze). I listened and watched as the doofus struggled to understand what the other guy was telling him, and valiantly attempted to do it after he left. Also while waiting, I noted the large pile of packages sitting near an open truck bay door with it pouring rain outside and water only a few inches from Dell computers and other packages, along with mine if I had only known. The entire time there I saw around twenty "workers" with none over what I would guess was twenty-five years old. It was a real struggle for the manufacturing plant manager in me not to just start reaming all of them out of instinct.
My boss where I work refuses to use UPS due to gross delivery problems, and now I understand why. This company is horrendous if my experiences are typical of how they operate. I keep wondering if they have the same doofii flying their planes, and watching for any attempted landings in my driveway.