[X]
Write ReviewJump to 
22
Helpful
Votes
Votes
United Parcel Service Informative - COMPLAINT UPS - Next Day Air (What A Joke) - Next Day Air Saver
Next Day Air Saver
HOUSTON, TEXAS -- One of my vendors shipped out time sensitive material to me yesterday (Thursday) via UPS Next Day Air Saver for today delivery (Friday). I absolutely need the package for the weekend.
I basically stayed home all day waiting for the package to arrive when the time reached 6 PM, I started to worry so I called the UPS customer service center and they told me not to worry, as the package WILL be delivered today. They said with Next Day Air Saver, the driver has until 11:59 PM to deliver the package. Being the worrier that I am, when the package did not arrive by 8 PM, I called customer once again and was given the assurance that it will arrive today and was asked to be patient.
I called pretty much once every hour after 8 PM and was repeatedly told the same story. It wasn't until 11 PM when I noticed the online tracking system changed to status to reschedule for Monday delivery.
I called UPS immediately requesting the package to be available for pick up tomorrow (Saturday) and was told that it has been locked up in the trailer for Monday delivery. I then asked to speak to a supervisor and the guy was not only rude, but useless.
What's worse was that I called the local UPS facilities after I hung up the phone with the 1-800 helpless desk and was told by a nice young man that almost all of their drivers return to the facilities by 9 PM. Had I called them before 10 PM, they could have made arrangements for me to pick up the package. I mentioned to him that I was told by the 1800 CSR that the driver will make one attempt up until 11:59; he started to laugh.
I am so disappointed in UPS right now that I don't even know what to say. If you do not make an attempt to deliver an overnight package, at least have the decency to either re-deliver or make the package available for Saturday pickup.
I had to pay extra money for my vendor to expedite the order in order to receive the product for the weekend. This is cost beyond the shipping cost which I will never recover.
I know myself alone will not impact UPS's business, but I will definitely let everyone I know about my experience and will recommend FedEx or DHL for now on.
What can Brown do for me? They screwed me!
I basically stayed home all day waiting for the package to arrive when the time reached 6 PM, I started to worry so I called the UPS customer service center and they told me not to worry, as the package WILL be delivered today. They said with Next Day Air Saver, the driver has until 11:59 PM to deliver the package. Being the worrier that I am, when the package did not arrive by 8 PM, I called customer once again and was given the assurance that it will arrive today and was asked to be patient.
I called pretty much once every hour after 8 PM and was repeatedly told the same story. It wasn't until 11 PM when I noticed the online tracking system changed to status to reschedule for Monday delivery.
I called UPS immediately requesting the package to be available for pick up tomorrow (Saturday) and was told that it has been locked up in the trailer for Monday delivery. I then asked to speak to a supervisor and the guy was not only rude, but useless.
What's worse was that I called the local UPS facilities after I hung up the phone with the 1-800 helpless desk and was told by a nice young man that almost all of their drivers return to the facilities by 9 PM. Had I called them before 10 PM, they could have made arrangements for me to pick up the package. I mentioned to him that I was told by the 1800 CSR that the driver will make one attempt up until 11:59; he started to laugh.
I am so disappointed in UPS right now that I don't even know what to say. If you do not make an attempt to deliver an overnight package, at least have the decency to either re-deliver or make the package available for Saturday pickup.
I had to pay extra money for my vendor to expedite the order in order to receive the product for the weekend. This is cost beyond the shipping cost which I will never recover.
I know myself alone will not impact UPS's business, but I will definitely let everyone I know about my experience and will recommend FedEx or DHL for now on.
What can Brown do for me? They screwed me!
Comments:
Posted by Robf on 2008-01-05:
With today's technology, why do people still rely on ground delivery for time sensitive document shipment?
The person sending it couldn't scan it and email it? Or if it were too large for email, there are several free online file transfer sites that could be used. Then follow it up with a hard copy through the mail if needed. Scanners are inexpensive and if none are available any office supply store has one for use. Heck, there is even one available at my local pharmacy.
I can't remember the last time I sent any document by ground delivery. And in my work, I send out documents daily.
The person sending it couldn't scan it and email it? Or if it were too large for email, there are several free online file transfer sites that could be used. Then follow it up with a hard copy through the mail if needed. Scanners are inexpensive and if none are available any office supply store has one for use. Heck, there is even one available at my local pharmacy.
I can't remember the last time I sent any document by ground delivery. And in my work, I send out documents daily.
Posted by msnanny on 2008-01-05:
The OP didn't mention that the "material" was documents that could have been e-mailed. I highly doubt that was the case.
OP, I understand your frustration and disappointment but unfortunately delivery is not guaranteed by any of the expedited services as there are too many variables. I think that they all do the very best that they can but as the saying goes.....s__t happens. It may not help your situation but you are entitled to a refund of the shipping cost.
OP, I understand your frustration and disappointment but unfortunately delivery is not guaranteed by any of the expedited services as there are too many variables. I think that they all do the very best that they can but as the saying goes.....s__t happens. It may not help your situation but you are entitled to a refund of the shipping cost.
Posted by madconsumer on 2008-01-05:
i use ups, fedex, dhl daily. had the shipper sent the items priority, they would have been delivered by 10.30am. had they choosen early am, it would have been 8am delivery.
since it was sent air saver, that really does not fall under the "must be delivered" rules. yes it does cost less, but was it really worth it?
if it was so important, i would have choosen early am delivery.
since it was sent air saver, that really does not fall under the "must be delivered" rules. yes it does cost less, but was it really worth it?
if it was so important, i would have choosen early am delivery.
Posted by Easygoingal on 2008-01-05:
Next day air saver is still a guaranteed service. I know Sh_t happens and it's not realistic for anyone to expect 100% error-less operation. The problems I have with this situation are:
1) If it's UPS fault for not have attempted delivery, why wouldn't they put the package on the truck for Saturday delivery? When I spoke to a CSR Supervisor, all he told me was that it costs extra $$ to use Saturday delivery and the sender did not pay for Saturday service. Well, if it's friggin' your fault, shouldn't you at least proactively try and ship the very next day, even if it costs more?
2) The CSR and the supervisors are just plain rude. I guess this is the same with almost every company now days with maybe the exception of Southwest Airlines. These guys don't get paid well and have to deal with angry customers all day long. I guess I can't blame them.
1) If it's UPS fault for not have attempted delivery, why wouldn't they put the package on the truck for Saturday delivery? When I spoke to a CSR Supervisor, all he told me was that it costs extra $$ to use Saturday delivery and the sender did not pay for Saturday service. Well, if it's friggin' your fault, shouldn't you at least proactively try and ship the very next day, even if it costs more?
2) The CSR and the supervisors are just plain rude. I guess this is the same with almost every company now days with maybe the exception of Southwest Airlines. These guys don't get paid well and have to deal with angry customers all day long. I guess I can't blame them.
Posted by Robf on 2008-01-06:
Your right. When someone mentions time sensitive materials, I think either documents, food or a bomb.
I stand corrected.
I stand corrected.
Posted by Brits on 2013-02-26:
Robprof, documents were not mentioned, so the "time sensitive" materials could be anything. Also, yes there IS a guarantee to delivery during the allotted time slot- it comes within the given time free or you get a refund.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
