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United Parcel Service Complaint - UPS lies and does not allow you to file complaints
Complaint
SAN FRANCISCO, CALIFORNIA -- Recently, my package was left on the doorstep of someone whom I don't know down the street. Luckily, that resident found my number on the package and called me to inform me that my package had mistakenly arrived at their address. Upon picking it up, I asked if they had signed for it. They simply responded saying that it was just left on their doorstep and they did not have any contact with the UPS employee.
I decided to file a complaint with UPS. First, I was told I could not file a complaint because their records showed my package had arrived at my address and was signed for by someone named "Ford." This was obviously a lie, as the resident they had dropped it off at does not have the name Ford, nor was it delivered to my address, thus making the UPS delivery person a liar.
I then asked to speak to the supervisor. He told me the same thing, explaining that his records indicated it was dropped off at my address and because of that I could not file a complaint. Not only is their service horrible, but their customer service is a joke.
What if I had shipped an expensive piece of electronic equipment and the other resident had chosen not to call me? I would have lost my product and in my business, that could have had disastrous consequences.
I decided to file a complaint with UPS. First, I was told I could not file a complaint because their records showed my package had arrived at my address and was signed for by someone named "Ford." This was obviously a lie, as the resident they had dropped it off at does not have the name Ford, nor was it delivered to my address, thus making the UPS delivery person a liar.
I then asked to speak to the supervisor. He told me the same thing, explaining that his records indicated it was dropped off at my address and because of that I could not file a complaint. Not only is their service horrible, but their customer service is a joke.
What if I had shipped an expensive piece of electronic equipment and the other resident had chosen not to call me? I would have lost my product and in my business, that could have had disastrous consequences.
Comments:
Posted by tnchuck100 on 2008-04-07:
Try writing a complaint letter to this address:
UPS Corporate Headquarters
55 Glenlake Parkway, NE
Atlanta , GA 30328
United States
UPS Corporate Headquarters
55 Glenlake Parkway, NE
Atlanta , GA 30328
United States
Posted by madconsumer on 2008-04-07:
ask for a copy of the signature.
i use ups everyday, and unless the package was lost, stolen, or damaged, your complaint wont get to far. as far as they are concerned, your package arrived sucessfully. the gps tracking will also prove where the driver was when hte package was dropped off.
i use ups everyday, and unless the package was lost, stolen, or damaged, your complaint wont get to far. as far as they are concerned, your package arrived sucessfully. the gps tracking will also prove where the driver was when hte package was dropped off.
Posted by JohnInSoCal on 2008-04-07:
UPS service pretty much stinks. Write to the address that tnchuck gave. Thats what I had to do to finally get any kind of a response to the issues I was having with the local distribution center.
Posted by shells_dell on 2008-04-08:
I love my UPS driver, same delivery man every day, if I have a complaint, he helps me solve it.
Posted by codeMonkey1952 on 2008-05-01:
My experience so far:
The UPS Saga - Fort Walton Beach, Florida
December 31, 2007
First email to UPS complaining about the persistent problem of packages being delivered to the wrong address. In the email I detailed some of the numerous delivery problems that I've had.
* $5,000 computer system delivered to the wrong address.
* Large package delivered to wrong address. After signing, the recipient realized it was not for him. He pointed to our building and told the driver it was for us. The driver ignored him and drove off, leaving the package with the man who had just told him the package was not intended for him.
* A coworker had a package shipped to the office while out of town. He did not have a tracking number for it. The package was never found.
January 2, 2008
Drove over to the UPS Packaging Center to discuss this problem. When I asked to speak to a manager, I was told that there was not one available. I pressed the issue and they found someone. I didn't quite understand this man's function, but I believe he was a supervisor for the Crestview location who was filling in for the Fort Walton Beach manager. He was quite rude to me and I left rather upset. He did assure me that he would get the problem fixed.
January 3, 2008
Received a reply from Sherri Davis. She said I would receive a call by the end of the day, but I had already been down there to talk to them.
January 3, 2008
Replied to email from Sherri Davis letting her know of the rude behavior of the person I spoke with at the center.
January 16, 2008
Received a reply from Christina Borchardt. She asked for the name of the supervisor, or the time I was there if I didn't have the name so she could escalate my complaint to the District Manager.
January 29, 2008
Sent a reply to Christina Borchardt stating that despite the rudeness I encountered, the problem seemed to have been fixed and I was satisfied and didn't want to carry it any further.
March 21, 2008
Packages again started being delivered to the wrong address. I replied to the January 16, 2008 email to report that the problem had returned. I was especially concerned about one package that had allegedly been delivered to a loading dock across the street which has no connection with my company. The delivery confirmation stated that the package delivery location was "Dock" and the person signing for the package was Lance. I walked over to the dock to see if I could locate my package. I told a worker there that I was looking for a package that was signed for by Lance. I was told that it was not possible that Lance had signed for the package since he had died several months previously. I then went to the building next door where I found my package. They told me that nobody by the name of Lance worked there. That business requires all visitors to sign in at the front desk. I looked at the sign in sheet and saw that a UPS driver with the initials of JS had signed in at 8:45 AM. I have made several attempts to get an explanation for this incident from the local center, but they dodge the question when I bring it up.
March 21, 2008
Received a reply from Sharon Bridges. She said that she had forwarded my complaint to the local UPS center and that I would get a call by close of business on March 24, 2008.
March 21, 2008
At about 8:00 PM I missed a call and saw that I had a voice mail. There was a message from a woman at the UPS Packaging Center. She mumbled something about being sorry my package went to the wrong place and it was 8 PM and nobody was there and she'd talk to the driver in the morning. She left no phone number for me to call her back to discuss the problem further.
April 29, 2008
Sent yet another email complaint to UPS about this ongoing problem.
April 29, 2008
Received a reply from Ana Vega telling me that I would receive a call from my local UPS Packaging Center by the end of the day. A woman called me and once again I explained the problem. She said she would get with her supervisor to figure out a way to solve the problem permanently and call me back. About an hour later she called me back. She said that they had the computer program set up so that the group of buildings in my area were all listed as one drop point. She told me that they would split them into three stops. She also said they would brief the driver. She mentioned that part of the problem is that our building is on a training route. I expressed concern about a package I was expecting the next day. She got the tracking number from me and promised me that she would personally speak to the driver in the morning and make sure that the package was delivered to me. I told her that I had been told this so many times that I wasn't convinced that it was going to happen. I told her that if I did not get my package I would file a complaint with the Better Business Bureau.
April 30, 2008
At 10:45 AM I received a confirmation email that my package had been delivered to a "Front Desk" and was signed for by Collman. Our offices do not have a front desk, or an employee named Collman, so I knew that once again my package had been delivered to the wrong address.
April 30, 2008
Filed a complaint with The Better Business Bureau as promised.
April 30, 2008
Received confirmation from The Better Business Bureau that my complaint had been received and routed to the appropriate BBB branch.
April 30, 2008
Entered "UPS sucks" into Google search engine and got 277,000 hits. Began telling my story on every blog I could find and was met with great sympathy and understanding by numerous others who have experienced UPS's indifference to customer complaints.
April 30, 2008
Called UPS customer service line. I had done this several times before, but unfortunately I did not keep a record of my previous calls. This time I spoke with Donwar Thomas. It was immediately obvious that she was not going to be able to help me, so I asked for a supervisor. I was transferred to Judy Gremillion. She listened to my complaint and put me on hold while she tried to patch me through to the manager at my local UPS Packaging Center. He was on vacation and the acting Center Manager was not available. She assured me that I would receive a call by close of business from the acting manager, Jacob Watson. I mentioned to her about being on a training route. She felt that was a poor excuse because a training route should have superior service since that is what they're being trained for.
May 1, 2008
Called customer service to report that I had not received a call from Jacob Watson. I asked to speak to a supervisor. I was transferred to Sarah Williams. She patched me through to Jacob Watson. A bizarre and unproductive conversation ensued. Mr. Watson began by telling me he could not call me back because they had an emergency. I'm baffled as to what kind of emergency a packaging center could possibly have that would keep him busy all day. He said he knew that sounded like an excuse. No, it didn't sound like an excuse, it was an excuse. At one point I asked him if he could explain why DHL, FedEx, USPS, and everyone else who delivers to us could manage to locate us while UPS cannot. He told me that it was because UPS is computerized and the other services are not. He went on to explain how the computer can sometimes make mistakes and he made a few other comments about the system that made little sense to me. The problem here is that I'm a computer programmer, so I knew immediately that I was being fed a line. He promised that he would get my package picked up and delivered to me by 10:30 AM (this was about 8:30). Although he made good on his promise and the driver was very polite and apologetic when he delivered the package around 9:00 AM, Mr. Watson did not seem to grasp that this was an ongoing problem and not just this one package. He left me with little hope that the situation would ever be resolved. I don't think I've ever heard a person say, "I know this sounds like an excuse," so many times during such a brief conversation.
May 1, 2008
Called UPS Customer Relations. Spoke with Molly Ellis. She seemed sympathetic to my problem and assured me that the situation would be escalated and that I would receive a phone call today from a District Manager.
May 1, 2008
Called UPS Customer Service to see if they could fill in some gaps about who I had talked to and when. I spoke with Mickey Gilliam who could only tell me the dates that I had sent messages between March 21, 2008 and May 1, 2008.
May 1, 2008
Continued blogging my UPS experience.
The UPS Saga - Fort Walton Beach, Florida
December 31, 2007
First email to UPS complaining about the persistent problem of packages being delivered to the wrong address. In the email I detailed some of the numerous delivery problems that I've had.
* $5,000 computer system delivered to the wrong address.
* Large package delivered to wrong address. After signing, the recipient realized it was not for him. He pointed to our building and told the driver it was for us. The driver ignored him and drove off, leaving the package with the man who had just told him the package was not intended for him.
* A coworker had a package shipped to the office while out of town. He did not have a tracking number for it. The package was never found.
January 2, 2008
Drove over to the UPS Packaging Center to discuss this problem. When I asked to speak to a manager, I was told that there was not one available. I pressed the issue and they found someone. I didn't quite understand this man's function, but I believe he was a supervisor for the Crestview location who was filling in for the Fort Walton Beach manager. He was quite rude to me and I left rather upset. He did assure me that he would get the problem fixed.
January 3, 2008
Received a reply from Sherri Davis. She said I would receive a call by the end of the day, but I had already been down there to talk to them.
January 3, 2008
Replied to email from Sherri Davis letting her know of the rude behavior of the person I spoke with at the center.
January 16, 2008
Received a reply from Christina Borchardt. She asked for the name of the supervisor, or the time I was there if I didn't have the name so she could escalate my complaint to the District Manager.
January 29, 2008
Sent a reply to Christina Borchardt stating that despite the rudeness I encountered, the problem seemed to have been fixed and I was satisfied and didn't want to carry it any further.
March 21, 2008
Packages again started being delivered to the wrong address. I replied to the January 16, 2008 email to report that the problem had returned. I was especially concerned about one package that had allegedly been delivered to a loading dock across the street which has no connection with my company. The delivery confirmation stated that the package delivery location was "Dock" and the person signing for the package was Lance. I walked over to the dock to see if I could locate my package. I told a worker there that I was looking for a package that was signed for by Lance. I was told that it was not possible that Lance had signed for the package since he had died several months previously. I then went to the building next door where I found my package. They told me that nobody by the name of Lance worked there. That business requires all visitors to sign in at the front desk. I looked at the sign in sheet and saw that a UPS driver with the initials of JS had signed in at 8:45 AM. I have made several attempts to get an explanation for this incident from the local center, but they dodge the question when I bring it up.
March 21, 2008
Received a reply from Sharon Bridges. She said that she had forwarded my complaint to the local UPS center and that I would get a call by close of business on March 24, 2008.
March 21, 2008
At about 8:00 PM I missed a call and saw that I had a voice mail. There was a message from a woman at the UPS Packaging Center. She mumbled something about being sorry my package went to the wrong place and it was 8 PM and nobody was there and she'd talk to the driver in the morning. She left no phone number for me to call her back to discuss the problem further.
April 29, 2008
Sent yet another email complaint to UPS about this ongoing problem.
April 29, 2008
Received a reply from Ana Vega telling me that I would receive a call from my local UPS Packaging Center by the end of the day. A woman called me and once again I explained the problem. She said she would get with her supervisor to figure out a way to solve the problem permanently and call me back. About an hour later she called me back. She said that they had the computer program set up so that the group of buildings in my area were all listed as one drop point. She told me that they would split them into three stops. She also said they would brief the driver. She mentioned that part of the problem is that our building is on a training route. I expressed concern about a package I was expecting the next day. She got the tracking number from me and promised me that she would personally speak to the driver in the morning and make sure that the package was delivered to me. I told her that I had been told this so many times that I wasn't convinced that it was going to happen. I told her that if I did not get my package I would file a complaint with the Better Business Bureau.
April 30, 2008
At 10:45 AM I received a confirmation email that my package had been delivered to a "Front Desk" and was signed for by Collman. Our offices do not have a front desk, or an employee named Collman, so I knew that once again my package had been delivered to the wrong address.
April 30, 2008
Filed a complaint with The Better Business Bureau as promised.
April 30, 2008
Received confirmation from The Better Business Bureau that my complaint had been received and routed to the appropriate BBB branch.
April 30, 2008
Entered "UPS sucks" into Google search engine and got 277,000 hits. Began telling my story on every blog I could find and was met with great sympathy and understanding by numerous others who have experienced UPS's indifference to customer complaints.
April 30, 2008
Called UPS customer service line. I had done this several times before, but unfortunately I did not keep a record of my previous calls. This time I spoke with Donwar Thomas. It was immediately obvious that she was not going to be able to help me, so I asked for a supervisor. I was transferred to Judy Gremillion. She listened to my complaint and put me on hold while she tried to patch me through to the manager at my local UPS Packaging Center. He was on vacation and the acting Center Manager was not available. She assured me that I would receive a call by close of business from the acting manager, Jacob Watson. I mentioned to her about being on a training route. She felt that was a poor excuse because a training route should have superior service since that is what they're being trained for.
May 1, 2008
Called customer service to report that I had not received a call from Jacob Watson. I asked to speak to a supervisor. I was transferred to Sarah Williams. She patched me through to Jacob Watson. A bizarre and unproductive conversation ensued. Mr. Watson began by telling me he could not call me back because they had an emergency. I'm baffled as to what kind of emergency a packaging center could possibly have that would keep him busy all day. He said he knew that sounded like an excuse. No, it didn't sound like an excuse, it was an excuse. At one point I asked him if he could explain why DHL, FedEx, USPS, and everyone else who delivers to us could manage to locate us while UPS cannot. He told me that it was because UPS is computerized and the other services are not. He went on to explain how the computer can sometimes make mistakes and he made a few other comments about the system that made little sense to me. The problem here is that I'm a computer programmer, so I knew immediately that I was being fed a line. He promised that he would get my package picked up and delivered to me by 10:30 AM (this was about 8:30). Although he made good on his promise and the driver was very polite and apologetic when he delivered the package around 9:00 AM, Mr. Watson did not seem to grasp that this was an ongoing problem and not just this one package. He left me with little hope that the situation would ever be resolved. I don't think I've ever heard a person say, "I know this sounds like an excuse," so many times during such a brief conversation.
May 1, 2008
Called UPS Customer Relations. Spoke with Molly Ellis. She seemed sympathetic to my problem and assured me that the situation would be escalated and that I would receive a phone call today from a District Manager.
May 1, 2008
Called UPS Customer Service to see if they could fill in some gaps about who I had talked to and when. I spoke with Mickey Gilliam who could only tell me the dates that I had sent messages between March 21, 2008 and May 1, 2008.
May 1, 2008
Continued blogging my UPS experience.
Posted by anon in Jonesboro,Ar.arkansas on 2013-03-26:
Trying to work with UPS to resolve delivery issues is a big joke. All they do is LIE, LIE,LIE.. they lie to you on the phone and they falsify logs on the tracking info.
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