United Parcel Complaint - "I'm Sorry" Syndrome
I put the word Service in quotes because there is none. And trying to resolve an iussue with "Customer Service" is futile because there is nothing UPS will do.
I am waiting for delivery of a platform bed which I ordered on-line through Overstock.com. I had also ordered a Dyson Vacuum cleaner from the same company, which UPS delivered and left on my front porch. I discovered this at 10 pm when I let the cat out. Apparently there was no problem in leaving it.
However, the platform bed - which does not require a signature - was not left. I went on-line to reschedule delivery for another day when I could be here. UPS is more than willing to charge for a changfe of date, but does NOT offer the option of a specific time - making another day pointless since I am not around for the entire day.
There was a number to call (none on the UPS notice), so I called. I was told I cold pick it up - four pieces on a bicycle didn't work for me - have it delivered to a neighbors - I'm sure everyone would love a platform bed sitting in their driveway - have it delivered to where I'll be - on Bernal Hill walking a dog but still with a bicycle - stay at home all day or have it returned.
There are NO options to have it delivered at a particular time because it would impact other customers who have deliveries scheduled for a particular time. The "customer service" representative couldn't explain why that option wasn't available since they charged to rechedule delivery, nor could he explain why they were unable to call the driver to see about anything - approximat4e delivery time, possibility to come at another time, etc. It wasn't that I was unwilling to pay an additional charge to have it delivered at a future date at a specific time, UPS did not offer the solution.
My repeated inquiries as to exactly what kind of customer support UPS could offer me ended up with the acknowledgemnt - after about 15 frustrating minutes - that there was nothing, but of course my referring to this situation as being screwed was denied. I'm not sure what they cll it, but the result is the same.
I even went back to Overstock.com and had their Customer Service representative call UPS. No quotes here because they actually tried to help. They got the same answer with one possible exception. Even though a signature is not required, my signing the back might get it left.
I am sure that this non-required signature - which I thought meant something would be left as they did with the vacuum cleaner two days earlier - would guarantee its being left. I guess that my "non-required" signature actually will be required. The UPS "Customer Service" representative indicated that non-delivery had to do with product safety. I guess he could envision someone coming down the dead-end street and loading four large boxes into a car when that same person would take the time to load a singl box into a car. I surmise, however, that my non-required signature - which might get actual delivery without my having to be there - has more to do with the fine print, which features the catchword "liable". I'm glad to know UPS has my best interesat at heart.