The complaint has been investigated and
resolved to the customer's satisfactionResolved UPS — customer service
resolved to the customer's satisfaction
I tried to send this email. I will be calling again tomorrow:
To Whom it May Concern:
I sincerely hope this email doesn't fall through the cracks or gets ignored. Yesterday I received my final notice for a package to be sent to my house. I called the number on the back and followed the instructions on how to set it up so that I could pick it up at the hub here in Austin on Tuscany. I took the time off work and went in this morning. I was told by the service rep that they did not have my package there. She said that somehow it got on a truck, but she didn't know which truck it went on. She gave me a manager's number to call and that was it. No "sorry for your inconvenience" for basically driving all the way out there for nothing. She did give me a hopeful time estimate and a number of a manager to call. As I had a lot of things to do that day, this really was an inconvenience. Well, the time for my package to arrive came and no package. I waited another hour as I worked from home. Nothing. I called the number. The manager, Locke, was short with me and impatient. She said it's on a truck and I'll receive the package later on tonight. Seeing as I have classes after work, this would again be a very big inconvenience to me. She spoke to me like it was somehow my fault for having a day job and not being there to pick up the package. When I told her that I called the number and followed the instructions for me to be able to pick it up and that I had five days to pick up the package, she said that I was wrong and that they would have just shipped it back if I wasn't there to get it the third time. I wondered why the instructions were different from the 800 number on the slip than what she was giving me. She spoke to me like I was a child and once again, I didn't get any apology for the inconvenience. I hung up the call feeling that she didn't care that my package was put on a truck at all and that it was no big deal when it was to me. It greatly concerned me that my package would have been shipped back simply because I had the audacity to work a day job in an office.
Wanting to find out if it would be shipped back and to file some complaint about the customer service I received, I called the 800 number. It was there that for the first time, I actually got an apology for what I was going through. They took down the name and number and told me that they would check in on Locke at the Austin UPS Hub and do some research into it. They also told me that according to their records, my package was there at the hub. I decided to go there as I didn't want to have to be late for work tomorrow picking up a package that I should have already been able to pick up today.
I arrived there and was told to wait while they got the manager. She came out and was immediately defensive. She said, rudely, that she already told me that my package was on a truck and I would be getting it around 6pm tonight. I told her that I spoke to the 800 number and they said it was here. She said that since they were in a different city and she's here, she would know better than them. She said that the guy loading the truck didn't know what third attempt means. Instead of taking this as an opportunity to offer to train this person so this mistake doesn't happen again, she again makes me feel like I'm the idiot. Funny, because I thought I was the customer. Again, even when admitting that they made the mistake, she still didn't offer any sort of apology and acted like I was both stupid and an annoyance more than anything else. You know, a lot can be tolerated with a simple apology and an acknowledgment that the customer has been inconvenienced. I wasn't even remotely extended this courtesy at all. Instead she acted harassed that she even had to speak to me. I told her that not one time until I complained to the 800 number of what happened that I didn't get any apology for my inconvenience. She didn't blink, didn't seem to care and was just defensive. I don't think saying sorry when you already know you did something wrong is too much to ask, do you?
I don't know if this complaint will make a difference, but I do know that you have officially lost a customer. There is no excuse to make a customer feel like an idiot or stupid, especially when you were the ones to make the repeated errors in this situation. I would like this complaint to be escalated if possible seeing as how I never got contacted back for further questions from my call.
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