I recently did not receive a package that was sent to me via UPS. I received numerous other packages that week, but one package did not arrive. UPS showed that it had been delivered to my back door, but nothing ever gets delivered to my back door because it is difficult to reach. I contacted the complany who sent the package, and they began an investigation through UPS.
Last night, a UPS delivery man rang my bell with a paper that I had to sign to lodge a complaint about the lost package. When I commented on the delivery to the back door comment, he replied he must have hit something wrong. He would not entertain the idea that he left the package at another location. He informed me that once I signed the paper, every package delivered in the future would require a signature. I asked if I could leave that on my interior door (I have a large porch that is off of the street with an exterior door that opens into a small entrance way, which is where packages are left. It is very secure, and we have never had any problems.), but the driver said no, that I had to sign in person or pick up packages at the main office two towns away. Since I work 2 jobs, this would be next to impossible. The implication, however, was that I could just eat the cost of the lost package, not sign the complaint, and still have the right to receive packages left at my door. I felt this was a form of extortion... Don't report the problem or be penalized. I signed the complaint.
I then called UPS to complain. The woman at the main number that I called was very nice and told me that customer service was their first priority. She said that she couldn't imagine this couldn't be resolved and gave me a number to call to get in touch with my local office. Two phone calls later I had the direct line of the woman in charge of the local office, Roxanne, but she had left for the day.
I called Roxanne today, who flatly said that once a complaint is made, no packages can be left at that address again. I said that this did not work for me, and that I would not use UPS again, to which she replied, "fine, have a nice day" and hung up.
So, I have cancelled all unshipped outstanding orders, contacted companies to arrange alternate shipping methods and informed companies that either use UPS exclusively or do not allow customers to choose their shipping methods, that I will no longer order from them.
I will never ship with UPS again, and will do everything I can to avoid receiving packages through them. I wonder if UPS understands that there are many complaints against them, and eventually they will see the 100th Monkey Syndrome. Eventually, companies will chose other carriers for shipping if they continually lose customers because of UPS.
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