Obviously UPS is no longer focusing on the customer. I also had virtually the same issue with UPS not just once but twice! The first time I was expecting a high dollar item and waited on the promised delivery date but never received it. I called also and was given that no one was home at the time of delivery...:( Really wanted the package so filed a complaint and drove 45 min. to pick it up. When I arrived the package had been OPENED and rifled through, everything was opened inside the box as well. When asking about why my package had been opened I was given a shrug, when asked if a manager was present was given a no! When offering that I would file a complaint, was given another shrug. So I went home and filed the complaint and never received a reply.
Its not over yet! wait till you hear this.
About a year later my mother ships me an expensive gift via UPS. Once again I wait for the package on the delivery date shown and they never show up. I then proceed to track the package and find out that it has been delivered to an address that it is literally across town. I then check all the information given by the sender to verify that all is correct (giving them the benefit of the doubt) and all is just fine. When I called the customer service line I was given that 'I' needed to put a tracer on the package, and that 'IT' was my responsibility. They delivered the package to a fricken address that had absolutely nothing in common with mine!. I proceeded to slowly chastise the girl in a methodical way, picking away at her excuses until she had none, then proceeded to file numerous complaints dealing with both instances.
Her explanations:
1. Question: 'Why was my box opened, and not only that everything in the package?'
Answer: ' We can open a package if its deemed necessary?'
Question: 'What if the items in the box were sensitive materials for a large corporation, would you then open the box?'
Answer: 'If it were deemed necessary'
Question: 'Im sure companies would really feel safe knowing this, what do you think that would do to your business?'
Answer: 'We are covered against any type of liability'
WOW
So after 30 minutes on the phone I finally get some bit of customer service from her and she starts the tracer by herself...YEAH...they actually give them the ability to be more than Robots and offer something to annoyed customers. She also states that she will file a complaint with the local manager who should be giving me a call within the hour.
She did actually call within an hour and I once again explained the issue about the open box and lost package. She was very surprised to hear about the open box issue, she offered that policy was that when a box is open that they must re tape it. When I offered that not only was the box open but everything inside, she seemed sincerely dumbfounded. When asked if I had ever reported it I told her of the 5 or 6 different emails to every address on the site with no reply.
After about 20 minutes of explaining the problem I mentioned that I would love to have the package redelivered to my residence. Ohh! she said 'Its not there?'
To make a long story even longer I still have not heard back from UPS, no email, no phone calls, no nothing. I would offer that this incident as well as the other are just isolated problems, but the way you handle simple problems like ours says alot about your company.
Read Next Complaint >>
