United Parcel Service Complaint - ***WARNING!*** Ridiculous delivery method!
FAIRBURN, GEORGIA -- I ordered a camera from an online camera company to be sent as a gift to a friend. This camera cost me $400CDN and change. Their delivery/shipping methods were UPS. I could use standard ground shipping, or pay extra for faster shipment.
I chose standard delivery, as I was in no hurry. There were NO OTHER SPECIAL OPTIONS listed for me on the camera company's website. It was standard shipping information. Ship the package fast or slow via some shipping company.
The camera company was prompt and courteous dealing with my order, emailing me with frequent updates as to the status of my camera order while still in their care. Once they gave the camera to UPS, they gave me a tracking number for UPS.
I trusted that UPS would deliver the package, so I did not check on it immediately. I asked the recipient if she got the package, and told her to message me when she gets it. She hadn't received it. I assumed it was just slow, trusting UPS to deliver it in time. Today, February 12th, I decided this was too much, and checked the tracking number. They said they had delivered it on Jan 30th at 2:02pm to the correct address of my friend in Fairburn Georgia.
I checked with my friend who said no, they still hadn't gotten the camera. I called UPS, and THIS is what I found:
UPS: We delivered it to the front door.
Me: Ah. Ok. Who signed for it?
UPS: Nobody signed for it.
Me: But you delivered it, right?
Me: Then somebody had to've signed for it.
UPS: No. We just left it on the front door step.
Me: So nobody was home and YOU JUST LEFT IT ON THE FRONT DOORSTEP? (NOTE: I did not "yell" at the woman, but I did raise my voice in incredulity)
Me: If no one was home or answered the door, how could you just LEAVE it on the front doorstep?
UPS: By our policies , if you DO NOT specify that an adult must sign for the package, we have the right to leave it on the front doorstep if we deem the neighborhood is safe enough for doing so.
So apparently, unless you specifically TELL them, please make an adult sign for the receipt of the package, they are not required to be sure you're home to get the package. They can just leave it laying around your front doorstep for anyone to come along and steal, if you're not home to get it.
I asked my friend about Jan 30th, and she told me her mother had gotten very sick and they had to make a trip to the emergency room at the hospital to be sure she was ok, so they weren't home to receive the package. As well, like MANY families, they do not enter their house through the front door. They drove up the driveway to the back of the house and went in through the garage. They had NO idea there would be a package arriving that day, and were understandably tired and not feeling well from the trip to the hospital, so they didn't check their front door.
Because I and my friend assumed UPS would notify her when the package arrived, trusting them stupidly, it seems, my friend, who HAS A JOB DURING THE DAY, did not take days off from work just to sit at home by the front door, waiting with baited breath for the UPS guy to show up and deliver the package. We assumed that if she wasn't home, UPS would leave a note saying they tried to deliver it but nobody was home, and my friend could come get it herself at the local depot.
No. It does not work like that. They don't actually care if you actually receive the package in your hands. To them, they have done their duty if they sneak up to your house and quietly lay the package down and run away, or if they noisily ring your doorbell but nobody's home, so they shrug, drop the package on the welcome mat, and then walk off nonchalantly.
Heaven forbid anyone chooses to ship with UPS ever, MAKE IT VERY CLEAR YOU DEMAND SOME ADULT AT THE DELIVERY POINT MUST SIGN FOR THE PACKAGE BEFORE UPS IS ACQUITTED OF ALL LIABILITY.
To the credit of the camera company I ordered from online, they said they would investigate UPS themselves, and if they could not find the camera, they would refund my money or give me a new camera. I did not have to threaten them with legal action or anything. But then, the only fault the camera company had was choosing UPS in the first place! They didn't know UPS would just leave the camera laying around the front door if no one was home, for anyone to wander by and swipe.
I live in an apartment complex. The front door has people walking in and out constantly. Could you imagine what would happen if UPS delivered something to me and I wasn't home? What, would they leave it in the front lobby next to the security entry code lock for just anyone to walk up and steal?!