United Parcel Service Complaint - 2nd Day Air Late delivery, UPS policy doesn't allow them to correct their mistake.
Ordered a package with 2-day air service that was scheduled to deliver on Friday 7/9. Need the package on Sunday 7/11. The package didn't get delivered, due to UPS mistake in sending the package to a different facility. Package arrived at [Correct facility] (omitted for privacy) at 7:27am on 7/9, but was mistakenly rerouted to [Wrong facility] (omitted for privacy) by UPS.
I understand that mistakes do happen, but this one can be fixed since I noticed when sending packages via UPS that there is an option for Saturday delivery for an extra fee. So, I called UPS and asked if the package can be delivered on Saturday since this is their mistake and not due to weather. The representative I spoke to was very understanding and apologatic. However, even though it is "their" mistake, they can not deliver until Monday 7/12.
I like my UPS delivery person who's professional and helpful, and the UPS representative I spoke with who's sincerely apologatic and trying to help. However, I am disgusted with UPS's corporate policy of no accountability for their mistake. They do not own up and do the right thing ( or rather, the way the system is set up doesn't allow the mistake to be corrected ). This is not the first time it happens, and I am fed up.
They charge extra for faster delivery, but when a mistake like this happens, there is no way for them to do the right thing (it seems that their system doesn't allow my class of package to be delivered on Saturday). This tells me something about UPS corporate's policy itself, which is so different from what the UPS commercials try to portray. UPS employee I dealt with tried to do the right thing, but their system doesn't allow them to do so. For your time-sensitive packages, stick with someone else until their policy change.
July 9, 2010 09:43:00 PM [Correct facility] US Arrival Scan
July 9, 2010 09:42:00 PM [Wrong facility] US Departure Scan
July 9, 2010 06:34:00 PM [Wrong facility] US Arrival Scan
July 9, 2010 09:30:00 AM [Wrong facility] US Possible delay in delivery due to arrival at incorrect carrier facility
July 9, 2010 09:30:00 AM [Wrong facility] US Arrival Scan
July 9, 2010 07:45:00 AM [Wrong facility] US Out for delivery
July 9, 2010 07:45:00 AM [Wrong facility] US Arrival Scan
July 9, 2010 07:27:00 AM [Correct facility]US Arrival Scan