Ranger
Well-known member
My UPS horror story
The events that unfolded these last 24 days I would never have believed had it not happened to me.
On October 19th, a small shoebox sized package was shipped to me from Italy. Mode of shipment was intended to be US mail because I am stationed overseas (South Korea). By mistake the shipper mailed it using UPS not realizing that they cannot deliver to APO addresses. By the time I discovered that the package was shipped via UPS there was nothing I could do but reroute the package to my parent’s home in Virginia. It is here that my saga begins …
On October 21st, I called UPS requesting package be redirected to my parents home in Virginia. At this point the package is in Louisville. The UPS representative mentions that the package is being “processed” and to call back in 24 hours to make the address change.
On October 22nd, I contact UPS and the representative was very friendly and makes the address change. She mentions the package will be delivered to Virginia on 24 October.
Well, October 24th comes and goes and no package.
On the 25th, I called to inquire package status. The lady mentions that the package will be delivered to Los Angeles today. I asked, “Delivered to whom? I live in South Korea and I requested three days ago that the package be delivered to Virginia and not to some address in LA." I’m assured the package is still in transit and will arrive in Virginia within the next few days.
After several days (27 OCT), the package is still in California. I call again to ask why the package is still sitting in CA. The customer rep mentions that it is scheduled for delivery in Los Angeles. For the third time I mentioned that the package was never intended for LA, but to Virginia. He says there are no record of it going to Virginia and that maybe the previous customer reps processed the information wrong. He further requires a name and phone number to contact my parents to validate delivery of package to new location. He additionally sends a note to the LA hub to contact me. Two hours later I get a phone call from a lady in LA saying she will track down my package and give me a call back once she has found it. She never calls back.
Rather than being a nuisance I allow the system time to resolve the problem. Luckily, the package has now left LA and has arrived in Louisville. On the 31st of October a lady from Louisville calls my parents to confirm new address. My mom answers and confirms location but now they (my dad and mom) will be going on vacation to attend the Notre Dame football game in Indiana and will not be around. My mom redirects the package to the new address in Indiana (my brother lives in South Bend). The lady on the phone was very nice and makes the address change and tells my mother that the package will be delivered to South Bend, Indiana within the next day or so.
Incredibly, the package does not end up in Indiana, but back to California instead. UPS was still trying to deliver item to LA. Needless to say, the phone calls went on for the next few days. With each call came lots of apologies “we’re sorry of the inconvenience this has caused you … blah blah blah”, but efforts ultimately went on deaf ears with very little to nothing being done to resolve my package bouncing back and forth across the US.
On November 4th I talk to a gentleman at the LA hub asking why my package was not delivered. He mentions that the APO address cannot be delivered. I mentioned that I was aware of that fact and steps to change the address was initiated over two weeks ago. Once more, I give the man the address in Indiana. He says he’ll take care of it and package will be delivered on November 7th.
November 7th: No package is delivered.
November 8th: Customer rep tells me that they are having a difficult time locating my package in the warehouse.
On November 9th I called the representative assigned to my case (International Package Resolution Group) to inquire into the package status. She tells me that the LA hub was not successful in finding the package and regrets to inform me that it is now lost. I tell her the contents was valued at over $3000 and that losing this item was not an option. She promises me that she will to have the hubs continue to locate my package. It felt like I was kicked in the stomach.
On November 10th I request a trace be placed on the item.
On November 11th the UPS web tracker was now showing that my package was delivered to Virginia. However, my parents are still in Indiana and no one is home to retrieve package. The change of address was changed from Virginia to Indiana 12 day’s prior. UPS was notified of this address change no less the four times. Thankfully, my mom called a trusted neighbor to pick up package and secure it until their arrival home.
Ultimately, it took over 22 phone calls and they still failed to deliver the package to the correct destination.
Dealing with this company has confirmed several things for me:
1) The customer service representatives are not equipped to effectively deal with consumer issues. They are very good with apologies, but it was very difficult to get them to take the time to effectively deal with my issue. They would simply regurgitate what was posted on the tracking screen and give me some lame excuse as to what was happening. They were more concerned with telling me what I wanted to hear and getting me off the phone than making a concerted effort to REALLY help. No customer should have to call 22 times to receive adequate service. I wasn’t requesting something complicated, just a simple address change.
2) There seems to be a MASSIVE disconnect between the information the customer service reps are processing and the actual hubs that manage, sort and ship the packages. It was like a dog that was chasing its tail.
3) The tracking system is flawed. My package somehow was able to leave Los Angeles without any record or track of it doing so and then went clear across the United States to Fredericksburg, Virginia where it was mysteriously placed on the side of the door (exposed to the elements and potential thieves) without anyone present to sign for it.
What a nightmare. I will never use UPS again! :thumbdown
See for yourself the rollercoaster ride my package went on:
http://www.ups.com/WebTracking/track?loc=en_US
Tracking #: M1180195587
The events that unfolded these last 24 days I would never have believed had it not happened to me.
On October 19th, a small shoebox sized package was shipped to me from Italy. Mode of shipment was intended to be US mail because I am stationed overseas (South Korea). By mistake the shipper mailed it using UPS not realizing that they cannot deliver to APO addresses. By the time I discovered that the package was shipped via UPS there was nothing I could do but reroute the package to my parent’s home in Virginia. It is here that my saga begins …
On October 21st, I called UPS requesting package be redirected to my parents home in Virginia. At this point the package is in Louisville. The UPS representative mentions that the package is being “processed” and to call back in 24 hours to make the address change.
On October 22nd, I contact UPS and the representative was very friendly and makes the address change. She mentions the package will be delivered to Virginia on 24 October.
Well, October 24th comes and goes and no package.
On the 25th, I called to inquire package status. The lady mentions that the package will be delivered to Los Angeles today. I asked, “Delivered to whom? I live in South Korea and I requested three days ago that the package be delivered to Virginia and not to some address in LA." I’m assured the package is still in transit and will arrive in Virginia within the next few days.
After several days (27 OCT), the package is still in California. I call again to ask why the package is still sitting in CA. The customer rep mentions that it is scheduled for delivery in Los Angeles. For the third time I mentioned that the package was never intended for LA, but to Virginia. He says there are no record of it going to Virginia and that maybe the previous customer reps processed the information wrong. He further requires a name and phone number to contact my parents to validate delivery of package to new location. He additionally sends a note to the LA hub to contact me. Two hours later I get a phone call from a lady in LA saying she will track down my package and give me a call back once she has found it. She never calls back.
Rather than being a nuisance I allow the system time to resolve the problem. Luckily, the package has now left LA and has arrived in Louisville. On the 31st of October a lady from Louisville calls my parents to confirm new address. My mom answers and confirms location but now they (my dad and mom) will be going on vacation to attend the Notre Dame football game in Indiana and will not be around. My mom redirects the package to the new address in Indiana (my brother lives in South Bend). The lady on the phone was very nice and makes the address change and tells my mother that the package will be delivered to South Bend, Indiana within the next day or so.
Incredibly, the package does not end up in Indiana, but back to California instead. UPS was still trying to deliver item to LA. Needless to say, the phone calls went on for the next few days. With each call came lots of apologies “we’re sorry of the inconvenience this has caused you … blah blah blah”, but efforts ultimately went on deaf ears with very little to nothing being done to resolve my package bouncing back and forth across the US.
On November 4th I talk to a gentleman at the LA hub asking why my package was not delivered. He mentions that the APO address cannot be delivered. I mentioned that I was aware of that fact and steps to change the address was initiated over two weeks ago. Once more, I give the man the address in Indiana. He says he’ll take care of it and package will be delivered on November 7th.
November 7th: No package is delivered.
November 8th: Customer rep tells me that they are having a difficult time locating my package in the warehouse.
On November 9th I called the representative assigned to my case (International Package Resolution Group) to inquire into the package status. She tells me that the LA hub was not successful in finding the package and regrets to inform me that it is now lost. I tell her the contents was valued at over $3000 and that losing this item was not an option. She promises me that she will to have the hubs continue to locate my package. It felt like I was kicked in the stomach.
On November 10th I request a trace be placed on the item.
On November 11th the UPS web tracker was now showing that my package was delivered to Virginia. However, my parents are still in Indiana and no one is home to retrieve package. The change of address was changed from Virginia to Indiana 12 day’s prior. UPS was notified of this address change no less the four times. Thankfully, my mom called a trusted neighbor to pick up package and secure it until their arrival home.
Ultimately, it took over 22 phone calls and they still failed to deliver the package to the correct destination.
Dealing with this company has confirmed several things for me:
1) The customer service representatives are not equipped to effectively deal with consumer issues. They are very good with apologies, but it was very difficult to get them to take the time to effectively deal with my issue. They would simply regurgitate what was posted on the tracking screen and give me some lame excuse as to what was happening. They were more concerned with telling me what I wanted to hear and getting me off the phone than making a concerted effort to REALLY help. No customer should have to call 22 times to receive adequate service. I wasn’t requesting something complicated, just a simple address change.
2) There seems to be a MASSIVE disconnect between the information the customer service reps are processing and the actual hubs that manage, sort and ship the packages. It was like a dog that was chasing its tail.
3) The tracking system is flawed. My package somehow was able to leave Los Angeles without any record or track of it doing so and then went clear across the United States to Fredericksburg, Virginia where it was mysteriously placed on the side of the door (exposed to the elements and potential thieves) without anyone present to sign for it.
What a nightmare. I will never use UPS again! :thumbdown
See for yourself the rollercoaster ride my package went on:
http://www.ups.com/WebTracking/track?loc=en_US
Tracking #: M1180195587
