United Parcel Service Complaint - Disappointed In Service
I work for a funeral home and ordered a casket for a baby to be delivered to our funeral home. It was lost in shipment and not delivered at the scheduled time. I reordered the casket for emergency next day AM delivery. I was told it would be delivered between 8:00 and 8:30 A.M. the next day. I arrived at work at 7:30 to ensure I would not miss the delivery. They had already come at 7:20 A.M. When I called UPS to explain what happened. Everybody I talked to had a horrible attitude I felt they were more concerned in covering their own behind then they were in helping me. I explained that we originally posponed the funeral service so we could order the casket the parents wanted. That casket was lost in shipment by UPS. The emergency reorder was delivered over an hour before the scheduled time so nobody was there to receive it. As I frantically called every UPS number I could find explaining that the funeral was at 10:00 A.M. that morning. The family was prepared to be picked up by a limo at 9:00, the church was ready, the police escorts are ready, the cemetery had the grave prepared and we needed the casket. All I got out of any of the UPS employees is they had done what they were suppose to do and I had been given wrong information about the delivery time. I guess they did do everything they were suppose to if they were suppose to lose the first casket, give bad information about the AM delivery service and have an uncaring attitude. They were outstanding at that. I offered to go meet the driver or go to the hub; any and everything I could do to get the casket. Thank God the driver did come back in time but never again will I depend on UPS for important matters. I am stunted by their lack of understanding of the importance of this delivery and lack of compassion for the family that lost a precious baby. Wouldn't it be something if they spent some of that advertising money on customer service.