U.P.S. Complaint - UPS Failure To Deliver Packages
I attach part of a copy of a letter of complaint I sent to the CEO of UPS Mr D. Scott Davies. Needless to say, to date I have not received any reply !!
The first package has been in your system since 4.36 pm on 11/28/08 and has spent the entire time being transferred between your facility in Stafford and your facility in Kerrville. I have spoken to a number of your representatives who inform me that because there were multiple errors on the address label, the “ system” had, for some reason best known to itself, corrected the address to one in Kerrville. Each representative I spoke to confirmed to me that the original address had been correct and that the package would be delivered to me at my address in Waller.
This is obviously not the case because at the time of writing the package is still shown as being at Kerrville, some 250 miles from my home address.
The circumstances of the second two packages are even more disturbing.
Both packages were sent to my home address by two different senders to my wife, Charlotte Anderson. Upon checking the tracking information I was surprised to see that both packages had been delivered at 6.05 pm on December 9th and were received by a female adult. As we had defiantly NOT received the packages, I again telephoned a number of your representatives to inquire the whereabouts of my packages.
Yet again I was informed that there were multiple errors on the address label and that the system had corrected the address and that the packages had been delivered.
None of the representatives were able to explain just how the system had decided that the address was incorrect and that the address to which they were eventually delivered was the correct one, which of course it was not. Again, the representatives confirmed that the original address they had listed were in fact my correct address.
I was informed by two representatives that the only people who could explain what had happened were the people at your Stafford facility and they would contact Stafford and ask them to call me.
Needless to say, no such call was received.
I called yet again and after a lengthy wait the representative I spoke to by the name of Melissa, told me that she had spoken to the Stafford facility and that they would contact the driver who had erroneously delivered my packages to the wrong address, and that he would retrieve the packages and deliver them to my home address.
As expected, this has not yet happened.
My wife and I have just moved to this new home on a new development which is not yet shown on maps or the USPS data base.
Normally I would accept this as a reason for the delivery driver being unable to locate our house. However, I have seen a UPS delivery vehicle in the area on a number of occasions, so I can only assume that he was either delivering to other homes or was hopelessly lost.
I find it very worrying that three packages, all correctly addressed by three different senders, could have the address changed for no apparent reason and then delivered to completely the wrong people.
Both my wife and I have difficulty in getting around and rely a great deal on the internet for ordering goods to be sent to our home. We have had three packages sent to us via your company to our new address and have yet to receive any of them. The inability of your company to deliver items has caused us to curtail our shopping habits and when we do order items we have to ensure that they will not be shipped by UPS because of the reasons outlined above.
I would ask that you cause the above circumstances to be investigated and to offer an acceptable explanation as to how your employees can change an address on a package without good cause, deliver them to an incorrect address and for your representatives to fail to take ownership of the problem and take steps to correct it.
I would further like your assurance that these circumstances are not repeated in the future in order that I may use the services provided by your company with confidence, which at the moment is not the case.