United Parcel Service Complaint - UPS - Why are they in this business when they CAN'T deliver packages?
ALBANY, NEW YORK -- This is so surreal that I still don't understand what exactly happened with this package. They never delivered the package while updating the tracking information to "RECEIVER NOT AVAILABLE". After spending two hours on the phone & having been promised phone calls from the local center that I never did get, I was never offered an explanation, and they finally decided it's not their fault & they won't make any more attempts to deliver. For details, read on...
MON&WED: Package slip on Monday, says “next attempt Wed btw. 2-5pm”. I was home almost all day Wednesday & especially made an effort to be home during the specified times. Nobody comes the whole day, and at 5pm I decide to track the package online. It reads: “11:40am-NOT READY FOR PICK-UP ON THE FIRST ATTEMPT.ANOTHER ATTEMPT WILL BE MADE” (later they’ll tell me that this is supposed to mean they couldn’t found me home but the input to the system was wrong). I am baffled since I was home at 11:40am & didn’t hear anyone (I checked my doorbell right after & it works). Plus, there’s no UPS slip on the door. It is already after 5, I call them & complain, and they tell me someone will call me and try to fix the situation. I get a call about an hour after, some woman tells me that the truck is already in & there’s nothing she can do. They will deliver the package the next day. She doesn’t seem to believe me when I tell her that the truck wasn’t ever in my house. I ask: How come there’s no slip on the door? She doesn’t know, but again, the truck is already in, & there’s nothing she can do. I am furious: I hang up, punch a few pillows & get over it. “After all, I may have missed a doorbell somehow”, I think.
THU: The next day. I am home the whole afternoon waiting for the package. I don’t even turn on the music ‘cause I don't want to miss the doorbell. At about 4:35pm & getting suspicious, I decide to check the status of the package. It reads: “4:21pm: RECEIVER WAS UNAVAILABLE TO SIGN ON 3RD DELIVERY ATTEMPT”. What? I was here dammit, & nobody came. Frustrated beyond belief, I call UPS. The agent, who was helpful, tells me that she put a notice for the main office to reach the driver on the issue, & again, someone will call me back in an hour. I tell her what happened the day before and that I thought the same thing was going to happen again (that it’s too late & they can’t help me now), so she marks the note “urgent”. After 70 minutes of receiving no calls, I call them again, hearing the same stuff from a phone agent, at which point I ask to talk to a supervisor. The supervisor (who was helpful as well) keeps me on hold for 20 minutes while trying to get the local office contact the driver. He tells me that the main office is working to get a response from the driver, & they’ll call me back. OK. What happens next? Two hours passes, & there’s no call. I call again & ask to speak to a supervisor, having to summarize what’s going on at each step & at each call. 30 minutes of “PLEASE HOLD, YOUR CALL WILL BE ANSWERED BY THE NEXT AVAILABLE REPRESENTATIVE”, I hang up & call them again. Being even more furious this time, I get to talk to a supervisor… NEVER. I got disconnected after 13 minutes. I call again, reaching to a supervisor this time, who tells me she will let the local center know about the problem, and they’ll call me around 10:00am the next day.
FRI: I never got the call in the morning, but this time the online tracking information says “OUT FOR DELIVERY”, and the voice tracking tells me that “THE PACKAGE IS ON ITS WAY TO ME”. I’ve pretty much lost all hope at this point, but still believe them that they might be trying to fix the problem. Nobody shows up again, and in the evening the tracking info is updated: “CUSTOMER NOTIFIED TO CONTACT UPS”. Whatever. So, the package isn’t coming. I call for a supervisor again, who tells me that she understands me and wants to help me, but the local center & the driver decided they won’t make another delivery attempt.
I don’t understand & I am baffled. The local center doesn’t believe me? How come they can’t be doing their job properly, putting me through all this, and still decide it’s not their fault? What did I do to deserve this? How come I don’t get EVEN a proper explanation? More importantly, how come it’s IMPOSSIBLE to get them to fix a mistake they’ve been doing?
Overall, I never got my package delivered to me, I spent over two hours on the phone to no avail, I was promised to get calls from the local center three times which never happened, & at the end, they decided they won’t deliver the package.
Nobody deserves to be treated like this by a shipping company. I will never use UPS and/or buy from retailers who don't offer any other alternative.