This is an email I sent to UPS today (to the referenced Twitter and Facebook account emails in hopes of getting an ongoing issue fixed).
Tracking number: -redacted-
This is at least the fifth time I’ve been in this identical situation. It has happened EVERY time I have a package being delivered to UPS. I have previously worked in fulfillment and delivery, and have used every possible method known to me to HELP UPS fix this situation, but ultimately, the issue remains in that the driver and/or Stafford, TX distribution center demonstrate that they do not care about the way they represent your company.
I ordered an item from Amazon to be delivered on Friday (Overnight Shipping). I am in internet marketing (SEO and social media), and work from home, so getting packages has never been an issue for me. I checked the tracking number around 4:30 Friday (yesterday) afternoon, as it had never showed up. I was home all day (as were the two other people who live here). No one ever actually attempted delivery to my door. I call the 800 number, and am offered no answer or explanation other than “they couldn’t deliver because of no access” and “it will be delivered on Monday or you can drive to the Stafford location and pick it up before 8PM”. Neither of these are acceptable solutions, as I paid for OVERNIGHT shipping, not 4 day shipping. Additionally, Stafford is a 30 minute (each way) drive from my residence. I paid for the item to be delivered to my RESIDENCE. Not Stafford.
After several minutes of the person not offering to even explore any other option, I finally got him to put a supervisor on the phone. The supervisor essentially told the same story. Not “let me see what I can do to remedy this situation”. He finally conferenced in a person from the Stafford location.
The person from the Stafford location said that the driver told him that the gated complex is “never open”. I’ve repeatedly given our access code (which has not changed in well over a year), and they always say that they will have it for the future. Obviously, this is not true, or I wouldn’t be sending this email in an attempt to help YOUR COMPANY fix this frustrating and ongoing issue.
I was told by the person at the Stafford distribution center the same old tired explanation about how I could spend an hour driving to Stafford to get my package (and who knows how long waiting; I’ve bothered to do this ONCE and had to wait nearly 30 minutes to get my package once I got there), or that it would be delivered on Monday. I continued to get chance after chance for someone..ANYONE the chance to help UPS save a little face by making ANY sort of concession and help me get my package easier and quicker…even though they’ve already failed. It really seems to me at this point that the mantra is “if you fail, don’t bother trying to fix it”. Finally, after nearly 30 minutes on the phone with 3 different people, the person in Stafford said he would “try to get it delivered tomorrow, but it’s different shifts and they might not”. Is the internal communication that bad that they can’t communicate simple instructions to someone on another shift?
Imagine my lack of surprise today when I checked the tracking around 12:30 and saw another failed attempt. I immediately called the 800 number and again was met with a half-hearted attempt just to get me off the phone. I once again asked for a supervisor, and after nearly 10 minutes on hold, I heard someone pick up, and then hang up the line. I immediately called back, and asked for a supervisor again. After several more minutes of being on hold, the line was picked up with someone identifying herself as a supervisor (Veronica), and very curtly (bordering on outright rude) explained that this is my fault because UPS apparently doesn’t “have codes in the system” for my apartment complex (irregardless of the fact that these have been given NUMEROUS times). She proceeded to interrupt and talk over me when I tried to reiterate the situation to her, and finally said she would call the Stafford location herself to find out what was going on. I (once again) gave her the access code (which, if you remember, has been given EVERY time I call about a package and hasn’t changed in over a year).
I’m currently awaiting a call back from SOMEONE about this package. I spent 30:37 on the phone yesterday, and so far, 31:45 on the phone today. So far, UPS has cost me (in lost time) more than double what the actual item is worth, and I don’t even have it yet.
I’m sending this message in an attempt to reach ANYONE at UPS that would like to step up and save a little face with someone who used to be an avid proponent of your shipping service. Unfortunately in the last year, every time I order something online…I’m scared it will get shipped UPS.
Sincerely,
Chris Smith
UPS used to be a good shipping service. They’re a very distasteful joke now.