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UPS / poor service

1 United States Review updated:

In August, we shipped a fine musical instrument (viola) from our business to a couple in Union, Kentucky, via UPS. We insured the instrument for $700. and the shipping charges to 2nd day air the package were $112.03. The viola arrived 6 days later & was damaged to the extent of $647.93. I have called and written UPS too many times to even count. I have pictures of the viola, copies of the letters, notes from the phone calls, etc. as proof. UPS has been giving me the runaround for about 3 months now. Each representative that I have talked to assured me that all shipping charges would be dropped since they did not get the package to my customer in 2 days as promised. I can't seem to get to speak to the same representative twice. The insurance only sent me a check for $158.91. I sent them a bill for the damaged amount ($647.93) as well as shipping to the customer, back to myself & to the customer again after I repair the instrument. UPS has no stable address to contact the same person again, nor no stable phone number to repeatedly call & no stable person to talk to. It's appears their right hand doesn't know what their left hand is doing. I'm getting the runaround. I've used UPS for 30 years with my small business & I won't be using them again, when they obviously abused the package & will not pay what they owe me. And to top it all off, they are billing me for more shipping.

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  • Ru
      15th of Sep, 2007
    USPS - Poor service!
    United States

    Years ago, when the post office started using ZIP CODES, they had a slogan, which went as follows: "Mail moves the country, and zip codes move the mail."

    A few weeks ago, the United States Post Office raised its rates -- again. But this one was different. They snick in dozens of subtle changes which will greatly increase the cost of communication, especially for the small user -- for whom the post office was created.

    If you've tried to mail a CD-ROM or DVD, you've probably noticed the rate went up. You are now charged because the mail piece is not bendable. If your package is not very rectangular, you are charged because it is squarish. If your package is more than a 1/4'' thick (and they won't squeeze bubble-pack through the slot for you) you are charged for that, as well. And you may well also be forced to declare the letter a "small package" and pay even more. And after 3 1/2 ounces, it's a small package, period.

    So for example, what used to cost $0.53 to mail (which was already a rip-off) now costs at least $0.97 to $1.35, depending on which postal clerk you get. (They seem to be as unsure of the changes as the public is unaware of them.)

    And it gets worse. Have you seen what's happened to Registered Mail and Certified Mail rates? They've gone through the roof! Increases of around 100% suddenly occurred in both cases! And these are just some of the changes. The "forever stamp" is a economic boondoggle, and the Postmaster General sounded like Alberto Gonzales trying to explain the firings of the U.S. Attorneys when asked about it.

    The same day I discovered that most of my small software company's domestic mailing packaging was going to cost about double to mail, I received a CD-ROM from the post office itself, so I can set up a "post office at home." It cost the post office $0.17 to mail me that CD-ROM!


    Are you getting the picture? Small businesses are PURPOSEFULLY being crushed. And the individual is being robbed. This is the very kind of HIGHWAY ROBBERY government was invented to STOP, not INSTITUTIONALIZE!

    When I got home from the post office, Postmaster General John Potter was on CSPAN, speaking before the National Press Club. He made it clear that the post office considers the individual to be nothing but a destination for corporate junk mail. He also made it clear that to him, the "small business user" is a company that sends at least 20,000 pieces of mail at a time!

    Are you a non-profit organization which does not want to use bulk mail, because of the inconvenience, or the cost of set-up, or the fact that you only have a few dozen subscribers to your newsletter? The post office doesn't want to serve you. Are you an individual, mailing letters of complaint to the government or to a corporation for a wrong you've been done? Expect it to cost you vastly more than it used to. Do you want to write to your Congressperson? Take out a bank loan.

    But if you are a large postal user, the postmaster general has promised not just to keep your costs down, but to keep their increase in rates (for the bulk user) ZERO by increasing efficiency throughout the post office. That means, by charging an arm and a leg for the individual and small user.

    But it gets even worse. The post office is also in the business of selling off parts of its business to other businesses because, well, they see it as good business. But it isn't good business for the post office's customers -- you and me.

    Take registered mail, for example. Why did they raise the rates to $9.50, an exorbitant rip-off? Well, my guess is that they've lost a lot of that business, over the years, to Fed-Ex and other overnighters, because those company's two-day and three-day services are quite competitive and very safe. But they're not bonded, with federal liability for stealing or losing your mail, so really, how can those services compete with a service that has to deliver to everyone everyday anyway, for mailing important documents? The answer is: The post office HELPS Fed-Ex, UPS, and all the other carriers STEAL THE MOST EFFICIENT AND LUCRATIVE BUSINESS from the post office!

    That leaves the post office holding the (registered mail) bag.

    When postal rates are up for review, big business can send hundreds of lawyers to "prove" to the post office toadies that it costs vastly less to mail in bulk, and therefore, bulk mailers should only pay that "fair share." Never mind that the whole institution was built on the backs of the individual's penny-postcards. And the individual has NO opportunity to send even ONE lawyer in, to explain that BY LAW, it's NOT just the raw, calculated efficiency of mailing any specific piece that should determine the postal rate. You bet junk mail should pay for first class mail. Especially right now, when new robotic eyes and sorters are making it EASIER AND EASIER to sort what was previously impossible to sort except by hand.

    The post office undoubtedly knows that new technology will make it quite irrelevant if the writing is upside down on a square envelope. Computer vision and robotic arms can straighten it out effortlessly and cheaply. But right now, the equipment they have isn't so good at that (because they didn't insist on better equipment from the equipment manufacturers) and so the rate structures are being set to reflect that, even though it's the post office's problem, and not the consumer's fault. CD-ROMs, for example, will NEVER efficiently pack into a rectangular envelope!

    But it's even worse.

    The post office is actively trying to get rid of its service as a tool of subversives. The post office was created as a TOOL OF SUBVERSIVES, so they could communicate without the fear of "big brother" (he wasn't called that, back then) watching them. That's why BIG BROTHER is STILL NOT ALLOWED to open your first class mail. But the Postmaster General considers the ideal situation to be where a bar code on every letter will tell where it came from, who it's going to, what service it's traveling by, when it entered the system, and so on. Total control, supposedly so they'll get IMMEDIATE FEEDBACK about lost or delayed mail.

    But that way, they'll also know who your friends are.

    Welcome to the biggest rip-off in history. The Post Office operates under fundamental principles set out by the founding fathers. With this latest postal increase, many of those principles are being trampled right before our eyes -- THIS generation will be the one when they'll say "the Internet destroyed the post office."

    But it won't really be the Internet's fault at all. It will be Porter's. He should be fired, and the notification should be sent via email so it gets there quickly and cheaply!

    Ace Hoffman
    PO Box 1936
    Carlsbad, CA 92018

    0 Votes
  • Ch
      19th of Sep, 2007

    Oh, shut up!

    Try getting FedEx, UPS, DHL or anyone else to do the same job as USPS for the same prices.

    They may not even deliver to your destination. The postal service HAS to, and they have to maintain postal facilities and employees in every backwater, one-horse town and crossroads in the nation.

    Stop whining.

    0 Votes
  • Ed
      16th of Mar, 2008

    why is there no flag flying over the post office in scio ohio zip 43988 ? ill tell you why i went to the post office 5 weeks ago and informed them that the flag they had flying was torn and batterd. and needed replaced. i was told that it would be taken care of that day well it wasnt so i wrote a letter to the editor of the times reporter and he printed it in the paper well the flag was taken down that day. but a new one was not put back up so i called congressman spaces office for the 18th district and was told that they would send them a flag well 1 week later still no flag so i called the veterns affairs office and they contacted the post office and was told that they would get one put up. well on 03-13-08 they did and took it down at the end of there shift that day witch they should cause there is no light for it well this was the last day it was flown i feel it all is because they are pissed about the letter i feel that it is there responibilty to fly a flag i no of no other gaverment office that dosent fly our flag its just them @ the post office showing no respect to the veterns of past or current and in there own way of saying see i won well please help not just myself but all veterns and other proud ameracans that live in scio ohio get a flaf in proper flying condition flying over this goverment post office thank you a proud vetern of the united states

    0 Votes
  • Ry
      9th of Apr, 2008

    Yesterday I received the 'unable to deliver' slip for a registered mail. Yesterday was my day-off and I was all day at home. When I picked up mails from my mailbox I was surprised to find the slip because I never heard and doorbell rang. On the slip it stated that a second delivery attempt will be made today and if still not deliverable I may pick it up at post office at 5PM (at the closing time.) I went to the post office at noon anyway because (1) I was hoping that the package is still at the post office. (2) my dad was at home so he can watch the postman if he comes and answer the doorbell when I was at the post office. I was able to pick up the registered mail at the post office despite the fact that I was advised I may pick up after 5PM. But it was 1220PM when I picked it up. The postmen should be out and about on the streets delivering. I confronted the postal worker at the window. The mail was not with the postman obviously. She apologized and advised me to complain to the supervisor. I rang the supervisor's office door multiple times but no one answered for 5 minutes. I left the post office after five-minute wait.

    It was obvious that the USPS postman did not bring the registered mail yesterday, only the 'unable to deliver' slip instead. Same thing today. It is assumed that the mail was intentionally left at the post office. The postman does not want to bother ringing the doorbell and wait for the customer and sign and deliver. If no one answers the door at the recipient's address, the postman has to bring the mail back. So perhaps it is a burden for him/her. So he/she just brings the slip and wants you to pick up at the station. That's my theory and I can't think of anything else because I was not able to speak to the supervisor.

    0 Votes
  • Je
      5th of Aug, 2008

    I am in the process of having the worst customer service experience I have ever had with any company. I missed my initial delivery yesterday, and as given a redelivery window of today between 10:30am-2pm. Beginning earlier than 10:30am today, I have been waiting for my packages. It is now 6:30pm and I after multiple assurances that my packages will be delivered by the 7pm end of day if I would just be patient, I have just been informed by your customer service center that the (and I do in fact quote) "have no idea" where my packages are. To give you a little perspective of the day:
    10:00am: Speak with a driver delivering packages to my next door neighbor who states that he attempted the delivery yesterday, but did not have room on his truck and believes the packages will be coming on another truck today. He also assures me that I will have my delivery by 7pm (end of business day today).
    4:30pm: (this now being 1 1/2 hrs past your approximate delivery time) talk initially with an agent who lies over the phone to me and tells me that there is no way of contacting a driver. Incidentally, I do object on principle to any company policy that encourage a system of lying to customers. This seems to be extremely wrong for a company that prides itself on being considered “ethical” as per your website. I ask to speak to a supervisor who agrees to contact the center (Quincy) and states that they will call me with an approximate delivery time within 1 hour.
    5pm: Speak with the same driver as before (who is again in my immediate vicinity). He still doesn’t have my packages.
    5:30pm Call again, having not received any information within the 1 hour window. Speak with another supervisor who states that Quincy's phone was down and that is why I have not received any information, but that the main center received notification that 1. Quincy's phone was down and 2. that my packages would be delivered between 6 and 7 pm. No answer as to why no one from the main center was able to relay this message.
    6:10pm Another UPS driver comes to deliver a package to my neighbor who lives in Apt 1. Asked him whether he had my packages. He informs me that he was contacted by Quincy regarding when he would be at my address and that he told them he would be here between 6 and 7pm.
    6:30pm Call again and speak with a supervisor. After some waiting and checking, am told the following:
    1. There has been some confusion regarding the package for me and the package for my neighbor despite that fact that 1. I had been giving the notice number with each call that was filled out the previous day by your driver and clearly lists the correct name, address, and number of packages and 2. Individuals on the phone with me had been correctly identifying the name and number of packages on the phone to me with each discussion. Unclear where this confusion originated, since I have been given the notice number and confirming the name and number of packages with each conversation.
    2. They "have no idea" where my packages are.
    3. Despite numerous promises that I would have my packages at the end of the day, it was unlikely to happen.
    4. It was unclear whether anyone would be able to locate or tell me where my packages are this evening.
    5. I would very likely have to repeat this entire process tomorrow.

    I would have to say that this has been an extremely unpleasant experience and it would be very unlikely that I would ever use your services again. In particular, I have several concerns regarding how this has been handled.
    1. Obviously, I find it concerning that a shipment company could have trouble locating packages.
    2. Customer service supervisors told me several times that I could use a more expensive service which would guarantee delivery by a certain time, or that I could pick the packages up myself (assuming that they could be found). I find it concerning that they are essentially stating that their basic service is inadequate. I am using your service in the hopes of having inexpensive, basic transportation for goods. If this requires either purchasing a higher level of service or essentially performing self service by picking up packages, this is of no use to me.
    3. Please don’t have your service employees lie to customers. I was told repeatedly by agents that it was impossible to contact the drivers or to know where they were. Clearly as supervisors were able to do so, this is not the case.

    0 Votes
  • Na
      7th of Aug, 2008

    Precisely the same thing happened to me. UPS told me they would be redelivering between 10:30 and 2. At 11, I called and they told me it can come withing 11 and 5. Icalled at 3, and they told me the same thing. At 5, I told them They were supposed to have delivered the package by now. They simply told me, "well, it's ground service so we have the right to deliver it to you by 7 or later." Meanwhile, 2 UPS trucks passed by my house without delivering any packages to my door, yet delivering a package to my neighbor 3 doors down. I didn't get the chance to ask him if he had my package. They never ended up delivering my package that day. It was a terrible experience, and I hope UPS enhances their "communication" and customer service.

    0 Votes
  • Po
      18th of Dec, 2008

    Went to UPS store to mail a package. The clerk gave me a shipping form to fill out and walked away. After waiting several minutes for her to return I asked another worker what had happened to her, why she hadn't returned. I was told that she was "busy" in the back. More minutes of waiting. Finally the worker went into the back to get the first clerk but instead of bringing her back she began a conversation with her and neither returned to wait on me. I finally left the store without sending my package.

    Got better results when I went to FedEx.

    0 Votes
  • Je
      24th of Dec, 2008

    I was to receive a package on December 17 (5 day ground). Today, it is the 23rd of December and the online tracking says "in transit." I called and asked why it is taking so long, after being patient the 1st, 2nd, 3rd, 4th, and now 5th day of the package being overdue. Yes, the weather was bad last week but the weather has gotten better and the streets have been cleared considerably. I see a UPS 8 blocks away from where I live but I haven't gotten my package. Yesterday (12/22/08) I asked that the UPS agent on the phone have somebody contact me on 12/23/08 to inform me about the status of my package since I cannot accept this EXTREMELY DELAYED DEADLINE. Not surprisingly, no one called me. I called again on 12/23/08 and talked to a UPS agent by the name of PETE BUENO. I asked him to look into this matter and have someone call me. Again, no reply. The whole day, I checked online 25 times thinking today is the day but to no avail. Now, at 11:15pm on 12/23/08, it says that it is now rescheduled to be delivered on 12/24/08. This is absolutely unacceptable. I NEED THAT PACKAGE TODAY!!! I will do everything in my power to let others know of your poor service.

    509 464-3558
    Spokane, WA

    0 Votes
  • Ha
      9th of May, 2009

    Your complaint is about the UPS Store which is a franchise, not a UPS facility
    but if you complain to UPS it may cause that UPS Store some grief! I own a
    store and when a customer in my store needs help, my employees drop
    everything they are doing and help the customer. I agree with your
    complaint completely, I've had the same thing happen to me!

    0 Votes
  • Wi
      1st of Jan, 2010

    I tracked my package, 1Z496215039312xxxx, it arrived here in Stockton CA on Tuesday morning 12/29/09, UPS won't deliver it until Monday 01/04/10 because that is when "they" re-scheduled it. My Ham radio parts that I desperately need are sitting about 1 1/2 miles away from me for six days. I called Customer Service and they told me I could pick it up at the Stockton CA facility, however the supervisor of this facility told me and the shipper that there is no way they will let me pick it up, I must wait until they attempt a delivery first, sox days later on the following Monday, they were rude and condescending. This is the most ridiculous thing I have ever heard of, it arrived in town on Tuesday and they won't even let me pick it up because New Years Day is on Friday. I will ship my packages on a mule before I ship them UPS.
    Roy Westra

    0 Votes
  • El
      22nd of Feb, 2011

    Always late, tracking never shows a true representation of the parcel. They leave the parcel with other houses when it's against your request. avoid.

    0 Votes
  • Ei
      8th of Jun, 2011

    Every time I order an item and it is coming via UPS, I know I am in for days of frustration and hours of arguing with them. Most recently, I placed an order for an item, got the tracking number from the vendor and tracked the package via the UPS website. The package was on track to be delivered to my home on 6-8-11. This did not occur. Even though the package arrived at the New Stanton hub at 5:00 AM, it was never put on a truck. I've had three different stories about why it was not put on a truck. After hearing multiple stories as to why this did not occur, I'm choosing to believe none of them. Yet again, I must wait an additional day or so for my package. I called the corporate office because I feel that somebody needs to investigate the New Stanton hub. This happens there regularly. Of course, nobody will actually investigate the hub. Customer service was useless as was the corporate office. From this point forward, I will not do business with any company which ships via UPS. I stopped shipping via UPS years ago due to shoddy service. I will make it known to every company with which I do business that I will no longer be a customer unless they provide another shipping option. This will be the final package to come to my home via UPS.

    0 Votes
  • Tr
      8th of Jun, 2011

    Today is 6.8.11 and your already having a heart attack? The only one who will be inconvenienced by your actions is you. If your package arrived at 5AM to the hub, the possibility of it getting on your delivery schedule is very small. Generally these trucks are loaded by 3AM. It appears cost is of no importance to you, therefore why don't you hire a currier to pick it up and deliver it. Cost is high but success rate is higher. Good Luck!! For the price, UPS is very good. Yours is one of Millions shipped daily. If they are as bad as you depict, they would be out of business.

    +1 Votes
  • Ei
      9th of Jun, 2011

    Did you happen to miss the part where I said this happens every time I have an item shipped via UPS? Cheap does not equal good and in the case of UPS, it equals an extra one to two days of waiting around for a package. Cost is very important to me as it is costing me money waiting for a package which requires a signature. Somebody has to be here to claim said package and that requires missing work or paying somebody to here. Take a look around, I'm one of many, many people who have issues with UPS. I'd rather use FedEX or the USPS than UPS. It's a logical fallacy to claim they would be out of business if they were as bad as I claim. There are many businesses who offer poor service which are still in business. Where you got that cost is of no importance to me is a mystery. As I see it, the only inconvenience as of right now is to me, my package is not here. The company I purchased it from logged many complaints about UPS and they are looking for another carrier. So, it's not just me. And yes, I am angry, when I pay for a service, I expect it to be on time. I don't expect to get the run around for two more days.

    -1 Votes
  • Jk
      9th of Jun, 2011

    As everything Truth said, today is still 6-8-11.

    UPS delivers up to 6 PM and later sometimes.

    No complaint here.

    +1 Votes
  • Ei
      9th of Jun, 2011

    Actually, it is not coming today, I already know that. I did not state such in my original post and for that confusion, I apologize. It is still in New Stanton where I would gladly pick it up, but I can't. FedEx allows that, but UPS does not. It may arrive tomorrow, it may arrive Friday, I don't know. I do know beyond a doubt that it will not be arriving tonight. It is already 7:45 PM my time for starters and secondly, I was told it would not be arriving today and possibly not tomorrow. I have to pay somebody to sit here and wait for it. As I said, it is not coming this evening. If it were, you would be correct, however, it is not. Even the corporate office told me it will not be arriving today. Therefore, it will be late and that is a reason to complain.

    0 Votes
  • Ta
      27th of Jun, 2011

    here is the open letters and emails that have gone back and forward.

    dear MASALTON.
    it may interest you to know that I personally spent the day sorting out what you could have done if you had followed simple instructions.
    your failure cost me a days wages, 100 sheckles in storage fees 40 sheckles in parking fees and taxes and fees amounting to 900 sheckles all of which could have been avoided if YOU had done what should have been done.
    and I still had to collect the items myself.
    at no time did you phone me! I would have seen a missed call or a message on my answer phone so please don't lie please, stupid is one thing but stupid lies are another, and when I came to your office you were too scared to come down stairs and talk to me, why?
    I will shortly be posting this on the internet, and to all interested parties. a report will be filed directly with ups.
    perhaps you should think about compensation for the time and money you have cost me.
    I have taken the liberty of correcting the English in your email ( this was abysmal Lazy and reflects your work ethic)
    ----- Original Message -----
    From: Ayelet Masalton
    To: 'taff'
    Sent: Sunday, June 26, 2011 2:18 PM
    Subject: RE: shipment to 4693 588 695 0
    Dear Clarke
    Dear Mr. Clarke
    The ship lend on weekend we are not working at weekend
    shipment arrived on the do not work on the
    I tried to contact you by phone
    i attempted to
    The service gave you all the information you need
    The service ?
    Now the representative told you you must pay duty 2060 shekels costume
    disjointed and illegible what are you trying to say? costume is something you wear i have to pay 2060 for a costume?
    3076 shekels vat
    Is that can be proved?
    can i prove what?
    Ayelet masalton-balas
    import customer service representative
    O.P.S.I. (International Handling ) Ltd .
    Authorised service Contractor for UPS
    1 saifun St. Ben Gurion Airport, 70100, Israel
    Tel 1-700-700-859
    Tel+972(0)3 5771400
    Tel+972 (0)3 5770100
    Fax+972 (0)3 9730705
    E-mail: [protected]
    From: taff
    Sent: Sunday, June 26, 2011 2:12 PM
    To: Ayelet Masalton
    Subject: Re: shipment to 4693 588 695 0
    all the reference numbers you need are in this email so please scroll down to find them.
    1. the package was dispatched on the 14th of this month.
    2. it arrived on the 18th in Israel
    3. you did not contact me until the 20th.
    4. I supplied you with all the information you need on the 20th for the parcel to clear customs.
    5. it is now the 26th. you promised to call me by no later than 1030 this morning (26th of June.) this you failed to do
    6. I am still waiting for your call and to hear from you, I find it impossible to believe that you cannot phone me on time, and that you do not have my email address and phone number.
    7. I do not have time to spend on this matter making constant phone calls to you and writing emails trying to find out what is happening with this shipment, My time is valuable. If you cannot do what you have promised to do, do not make the promise. there are other companies we can use to move our shipments.

    ----- Original Message -----
    From: Adi Oher
    Cc: wecareups ; Import ; Ayelet Masalton
    Sent: Thursday, June 23, 2011 9:27 AM
    Subject: RE: shipment to 4693 588 695 0
    Dear Gerald,
    Can you please update us on your ID number?
    Adi Oher
    Isrg, Import
    O.P.S.I. (International Handling ) Ltd .
    Authorised service Contractor for UPS
    1 saifun St. Ben Gurion Airport, 70100, Israel
    Tel 1-700-700-824
    Tel+972(0)3 5771400
    Tel+972 (0)3 5770100
    Fax+972 (0)3 9731269
    Mail: [protected]
    From: Tali Hershkovitz On Behalf Of wecareups
    Sent: Thursday, June 23, 2011 9:25 AM
    To: Import
    Subject: FW: shipment to 4693 588 695 0
    Sent: Thursday, June 23, 2011 9:10 AM
    To: wecareups; customer nups
    Subject: shipment to 4693 588 695 0
    customer number 282045
    re tracking number below
    4693 588 695 0
    it has now been 10 days since this package was shipped and it is still not delivered, I would love to hear the excuse you will be using for this unbelievable delay!!
    warmest regards

    ----- Original Message -----
    From: wecareups
    Sent: Sunday, June 05, 2011 12:23 PM
    Subject: 5322WR
    Dear Mr. Clarku.
    Following to our telephone conversation, your international UPS account number is 5322WR.
    You can contact UPS USA to schedule a pickup at
    18007827892/ 15024852600
    Ori Elspector
    ISRG Representative
    O.P.S.I. (International Handling) Ltd.
    Authorized Service Contractor for UPS
    1 Saifun St. Ben Gurion Airport, 70100, Israel
    Tel: 972 (0)3 5770100
    Fax: 972 (0)3 6160904

    0 Votes
  • Wh
      8th of Jan, 2013

    I too am experiencing this frustration right now as it was suppose to be delivered yesterday and never came. They cannot tell if the package is at a depot or in the truck. Attempted to drive to depot to pick up but they don't allow this until they attempt to deliver. Who knows when this will be. Customers should be given the option to pick up too, instead of waiting for something that may not come when it is suppose too.

    0 Votes
  • Cu
      10th of Jan, 2013

    In the past we have been happy with the service frequently provided to us by UPS but I regret to report that the company’s performance and response to customer inquiries recently have disappointed us and undermined our confidence in its service.
    On December 17, 2012, we shipped a package of Christmas gifts to our daughter in Los Angeles via the UPS store in Rensellaer, N.Y. It was assigned the following tracking number: 1Z24X69A0309514667. The on-line tracking information revealed that on December 24, 2012 an alleged "unsuccessful" attempt was made to deliver the item. None-the-less, the package was not left at her door as has been past practice. My daughter’s house is a small one-story home and she claims she was home the entire day and that no delivery attempt was made to her knowledge.

    A second attempt was made on December 26, 2012 and at that time it was noted that the package was now "damaged". My understanding is that the package was returned to the UPS depot, an investigation was initiated, the package contents were inspected, alleged damaged items were discarded and the package was scheduled to be returned to the originating store.

    Upon learning this I contacted originating UPS store who advised me of the refund procedure and his expectation that the returned package contents would likely be at this store on January 3, 2013. On that date I stopped by the store to find out if it had been received but it was not expected until the next day. Since this seemed to indicate that the investigation by UPS had been completed, I asked to speak with customer service. I was then able to speak by phone with a customer representative who told me that because of the way the items were packed, no refund was going to be made for either the destroyed items nor for the shipping costs of $17.00 which I already had absorbed. The destroyed items were reportedly a bottle of cleaning solution and a black J Crew shirt. I am fully aware that the shirt could have been laundered and salvaged but I am also aware that it could also have provided a nice present for a friend or family member of a UPS employee. I have been unable thus far to learn of any tracking or inventory which is kept by UPS of damaged and discarded items which I believe would go a long way to undercut suspicions by aggrieved customers.

    I can fully understand why a broken solution bottle would be discarded but I don’t understand why the shirt would or could not have been returned. I also do not understand why a package was not reported as damaged on the 24th when the alleged first delivery attempt was made but was reported as damaged two days later when sent out for deliver a second time.

    When I spoke by phone with the customer representative on January 3, 2013 I asked if there was any appeal procedure and I was told that her department does not handle the appeals. I asked who did and I was told that I would have to speak with “Department 23”. I asked to be transferred to Department 23 and she agreed to do so, only to have the entire phone transmission terminated. I told the staff at the Rensellaer store what had happened and they repeated the steps I had taken but they too were cut-off during the alleged transfer to Department 23. By this point I began to sense that I was being given the “runaround”. I then sent a letter of complaint and the tracking report to UPS to the attention the CEO and Chairman, Scott Davis. His address is:
    Mr. Scott Davis, Chairman & CEO
    United Parcel Service
    55 Glenlake Pkwy. NE
    Atlanta, GA 30328

    I told Mr. Davis that I was writing this letter since what I believe to be the expected resolution avenues have not been available. I would appreciate it if he or his appointed designee would:
    a) Explain the reason(s) for disparate delivery procedures;
    b) Explain the reason(s) for the non-return of the shirt, and
    c) Explain why the package was not delivered even when the damage was detected when the costs for delivery were already paid, thus a contract was entered into by both parties only to be voided by UPS.
    I closed the letter by stating that I would anxiously await UPS' reply.

    Since then a week has gone by without any word back from corporate UPS. I have received the returned package absent the "damaged" items but there was no note or any other indication of what transpired, what their investigation found, the responsible party or the means with which to resolve or mediate any concerns I had. I can imagine the inspiration message that appears in the breakrooms all across UPS-land: "Customers be d*mned."

    They are making the Post Office and Fed-Ex look better and better everyday

    0 Votes
  • Je
      14th of Jul, 2013

    UPS has always been a problem in my area. The drivers cut people off, steal items out of the packages, leave packages at the wrong address, and are generally problems.

    I always use FedEx, USPS, and DHL when I can. I never have any problems with them.

    UPS drivers are overpaid.

    0 Votes

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