My package with tracking number 1z2239vw1215448140 was scheduled to be delivered on 08/08/2019. We had road construction that day in front of our building, so I have used UPS online system to update delivery instructions and requested the package to be delivered to our apartment management office (just a different building in our complex), since no other options were available. I would prefer to pick up a package from UPS office location nearby but there was no such option available.
I didn't get a chance to stop by our management office on 08/08 after work and decided to check delivery status on 08/09 morning. I see delivery status is "sent back to sender", I contact UPS customer service and the rep is telling me that my package was in fact delivered to the management office and the info on UPS tracking site is for a different package with the same tracking number. Very confused, but reassured that my package is at our management office I wait till 9 am and go there as soon as it opens. I am informed my package was never delivered there.
I call customer service again, to be informed by another rep that the first rep I spoke with gave me incorrect info and that my package was sent back to sender because it had restrictions on it to be only delivered to specified address and since I requested it to be delivered to the management office, the driver decided for the "safety" of the package to send it back to sender. The fact that the option to deliver it to the management office was available to me on UPS website is somehow not applicable to that particular package, and it is my fault for choosing it. I ask to speak with a manager and the rep starts questioning me about why do I want to speak with a manager, puts me on hold and forwards me to refund department.
Frustrated with poor customer service and their total incompetence, I call again, and speak with yet another customer rep, who is finally trying to resolve my issue but not able to do much and after 20 min hold I get to speak with supervisor Rose, who takes my phone number and information and says that she will try to locate the package and will call me back.
I never heard back from Rose. My package tracking still shows that it is in the process to be returned to sender.
Incompetent driver, customer service and their management. They are costing their company more than they are worth!
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