United Parcel Service Complaint - Wasted Day Waiting For Package That Never Came
Resolution Update on 01/20/2009:
With help of Melissa, she got the package on a truck and got it to me today, January 20th.
SANFORD, FLORIDA -- Over the past year I have used UPS as my primary shipper of choice to receive dozens of packages from online retailers and I have recieved almost all of my packages on time without incident.
On January 12th, Best Buy shipped out a brand new camcorder to my address through UPS Ground, requiring signature on delivery.
Today was the scheduled delivery date, and according to the tracking information, it left Altamonte Springs for delivery at 6:13AM this morning. I waited at home all day in anticipation of the camcorder.
At 6:29PM the tracking information was updated with "THE RECEIVER WAS UNAVAILABLE TO SIGN ON THE 1ST DELIVERY ATTEMPT. A 2ND DELIVERY ATTEMPT WILL BE MADE."
This is clearly a lie. I was at home the entire day waiting for this heavily anticipated package. My car was in the driveway clearly visible to anyone. No UPS truck passed by at all. Furthermore when a delivery attempt is made, the driver is supposed to leave a note on the door. No note was left at my door, nor any of the neighbors' homes.
I am used to packages coming late so I didn't think anything of the delay until I noticed the tracking update. This is the first time this type of incident has occurred. I do not feel I should have to wait another day for the package or drive across the county to Longwood.
UPDATE: I called the 1-800 number and was told to expect a callback from the local UPS facility. I got called back from the Longwood facility and was told I would have to wait until tomorrow. The person on the phone told me "I don't believe that's true. You will have to wait until tomorrow. It is not his job to just drive through."
This is unacceptable to me. I do not feel that I should have to wait another full day for this package nor be talked to as if I was lying when they were at fault.
UPDATE 2: This morning, January 20th, somebody a few blocks away called UPS to find out about why they got a slip regarding my package. UPS then proceeded to give them every single detail regarding the package including that it was from Best Buy and that it was destined my name and address. They are not allowed to give out this information to anyone. According to the other person, UPS seemed fully willing to give them MY package without verifying this person's information.
UPS's Longwood facility was supposed to call me between 9-10AM regarding the package. This didn't happen.
Then, UPS decided at 10:12AM, the tracking information stated "A DELIVERY CHANGE REQUEST FOR THIS PACKAGE WILL BE PROCESSED / AS REQUESTED, THE RECEIVER WILL PICKUP AT A UPS FACILITY AT THEIR CONVENIENCE. THIS MUST BE WITHIN 5 BUSINESS DAYS"
I never requested them anything! They were supposed to deliver my package today and now they are refusing to deliver it at all! Apparently they decided to change the arrangement after A TOTAL STRANGER CALLED REGARDING MY PACKAGE.
I called them about the phone and they told me "Well we can't send it now as it isn't on the truck for today." The people at the Longwood facility were completely rude and ignorant regarding what they did.
This shows total incompetence on the part of UPS. The people at the 1-800 number were very friendly and tried to do what they could. I am going to get my package and then I am spending the extra money to send FedEx from now on. This experience has completely alienated my relationship with UPS.
UPDATE 3: Melissa from UPS called me and she stated that someone will come between 1-3PM to deliver the package.
However the tracking information was just updated with "AS REQUESTED BY THE CUSTOMER, THE RECEIVER WILL PICKUP AT A UPS FACILITY WITHIN 5 BUSINESS DAYS / THE CUSTOMER HAS CANCELLED THE SAME DAY WILL CALL REQUEST; PACKAGE WILL RECEIVE A DELIVERY ATTEMPT TOMORROW."
I immediately called back and she again confirmed the package will come between 1-3PM and that the system had not had a chance to update. At 2:49 PM the package arrived as promised, delivered by my usual driver. He told me that there was a substitute driver yesterday that got lost and he was very apologetic. I will continue to use UPS as my preferred carrier, even though their customer service could improve a bit.