Our family buys a lot online & we have no choice over which company is used to deliver our purchases.
About 6- 9 months ago, we noticed that our packages delivered by UPS were left on our porch with no knock at the door or ring of the doorbell. We have no problem with packages delivered by Fed Ex or USPS, ONLY UPS.
We are in Texas & many of the items we buy are temperature sensitive. I work from home & am here most of the day, so a ringing doorbell or knock gets immediate attention, so I can bring our packages inside.
About 2 months ago I actually received a callback from a local UPS supervisor in the office our delivery person reports to. The supervisor assured me the delivery person would be told to ring AND knock for any deliveries to us. Apparently this is actually REQUIRED by their delivery protocol.
The problem was NOT resolved in spite of my efforts & the same UPS delivery person leaves packages with no attempt to alert me. This week I happened to be outside when she made a delivery, so I decided to politely ask her help. I explained why I expected a ring or knock, but she informed my very clearly that she would NOT ring or knock! She informed me our family gets packages all the time & it is MY responsibility to constantly check my porch throughout the day. I was APPALLED at her attitude & audacity. She informed me she has worked for UPS over 20 years and would NOT be ringing our bell or knocking. When my husband returned from work, we discussed how unprofessional the UPS handler's response was & I needed to AGAIN complain to her supervisor.
As anyone complaining about UPS knows, it is very difficult to get an appropriate response. Today the same handler again left a package without notifying me - I just happened to see the truck go by. I started calling UPS Customer DIS-Service today just before 2pm. After again explaining to Ashley, I was promised a supervisor callback within 1 hour. I sat by the phone & called back after over an hour passed with no callback...
This time I got Ben, who saw the prior notes & re-submitted me for a supervisor callback within 1 hour. He said notes indicated a sup had tried to call me back, but UPS has our correct phone number AND we have call waiting/Caller ID, so I know no-one called us.
I waited again over an hour - SURPRISE! No supervisor callback, so I called a THIRD time. Now I got Tina, who was eventually able to transfer me to her supervisor, Ms Daniel. She tried to connect me to my local UPS office, but the supervisor had "stepped out", so I was again told I'd get a callback. I waited by my phone well over 3 hours & NO ONE has shown me the courtesy of calling me back. It's now 10:45pm, so I guess I should give up hoping for some professionalism.
When I figure out how to contact the UPS CEO, Scott Davis, I will let him see the type of DIS-service some of his handlers are providing.
UNACCEPTABLE for a US based company to allow this type of handing! I would have been fired as a Customer Service Manager if I failed to callback an already upset customer. Over 3 HOURS of my time wasted on this just today.
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