I work in customer service and really try to see things from all sides when talking to someone and the roles are reversed because I know that being screamed at for something that may or may not be in your control is not easy. While I normally just move on and choose not to do business with the company anymore, I felt I needed to share this one. Whether it is due to a lack of competition or just because they feel like they can do whatever. So here is my last and final interaction with UPS. I ordered something online to be shipped. It initially was back ordered. Finally, when it was to be delivered I had a family issue that interfered with me being able to accept the package (my fault). The call tag is left and states that they will return the next day after 5. Now, if you have ever gotten an info notice from UPS, you know they have time options that the driver checks off (before 10:30, between 10:30 and 2:00,2:00-5:00, and after 5). Again, my ticket is checked off for after 5pm the following day. Cool, so I arrange to leave work early and get home by 4:15 P.M. Upon my arrival I find yet another "sorry we missed you" call tag on the door. I look up the info and see that they attempted delivery shortly after 1:00 P.M. - much earlier than the "After 5" as indicated on the call tag. As this is the second attempt, I only have one other option for delivery which is the following day now checked off between 10:00 A.M. And 2:00 P.M. - a time in which I cannot take off for work.
Normally, I would just arrange to pick up the package at UPS but this is 144 lbs package so that was not an option in my little 4 door car.
So I call UPS and the customer service rep answering the phone explains that the tag is just an estimate and that actual delivery depends on the driver's load and route. So I inquire why they have boxes on their info tags. Giving a two our window is already an estimate - now, we are stating that isn't good. I asked why multiple boxes were not checked then to follow that logic. "Its just an estimate sir we do not guarantee a time". I ask if I can pay extra to have a time guaranteed, offer to pay more for a saturday delivery or anything I can do to avoid this being returned and still delivered. No response. So we repeat this process with Valerie who identifies herself as a supervisor with an identification # of 2314. As I see I am getting nowhere, I hang up and call the retailer who tells me that the shipment DOES NOT REQUIRE a signature and there is NO REASON WHY they cannot just leave it at the door. The retailer does a three-way conference with UPS and I hear the entire conversation including the person admitting that they could have just left the package. At this point, I am ready to go thru the phone.
I call back to UPS and a very nice person answered the phone. I ask to be transferred to Valerie at extension or with identification # 2314. The lady tells me that she cannot transfer to someone. I inform her that she identified herself as a supervisor and the woman informs me that there is no supervisor by that name. Perhaps UPS has different call centers or perhaps Valerie #2314 was just pretending to be a supervisor but if the THIRD person with UPS could see that no signature was required, why couldn't the great Valerie Supervisor #2314 see it or the person I spoke to prior???
Not to sidestep the initial issue of why do we check off one box and deliver 4 hours earlier?
This will be my last experience with UPS - ULTIMATE PACKAGE SCREWUP!
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