United Parcel Service UPS UNACCEPTABLE lack of service! Atlanta, Georgia
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.
5 Updates & Rebuttals
Southern Chemical and Equipment LLC
Sarasota,Florida,
USA
Karen, don't hold your breath!
#6Consumer Comment
Sat, November 03, 2012
Karen,
I have been down this same road with UPS.
They will tell you what you want to hear, and will be very polite while doing it.
Unfortunately, it won't change anything.
You might actually see more severe problems as there is very little these supervisors can actually do to the drivers except for blatant contract violations.
Like I said, I have been down this very same road with UPS.
Good luck!
Karen
Dallas,Texas,
U.S.A.
CEO Office assisted!!!!! ,Squeaky wheel...
#6Author of original report
Sat, November 03, 2012
I am happy to report that I finally figured out how to contact the office of Scott Davis, the CEO of UPS. I received a callback from a very professional individual & he had already read the system notes about my complaint & multiple calls. Amazing how much better you feel, reaching a person who cares & can actually do something to help. Shortly after that conversation, I received another call from a local UPS supervisor from the office my delivery person reports to. He was also very professional & assured me the driver would be again instructed to ring my bell or knock at every delivery to our address. We'll see if the poor-attitude delivery person decides to finally follow UPS protocol. I also received a follow-up call from the Executive Office contact, just to ensure the supervisor did contact me. I now have the direct phone number for both of these gentlemen and NO, I will NOT publish them. I finally reached people who are trying to help, so there IS hope!
I will update later, after we see if the delivery person "loses" my packages or plays football with them in retaliation. I certainly hope not.
So the squeaky wheel DOES get the grease! Just be a pit-bull, like me, and be persistent, yet not abusive.
Southern Chemical and Equipment LLC
Sarasota,Florida,
USA
Karen....Clarification re: Union, etc..
#6Consumer Comment
Fri, November 02, 2012
Karen,
The reason they do not stop and knock, and wait is time. That takes time. It slows them down, and they do have to perform on the job as far as how much time their route takes them to complete. That performance is stipulated and can cause repreimand up to termination if a pattern develops.
As far as customer complaints....makes no difference.
Trust me on that.
No reprimands or terminations will happen based on a phone complaint.
You are wasting your time with phone calls.
Don't hold your breath.
They tell you whatever you want to hear, to get you off the phone.
But still, nobody cares.
They don't even care if you stop using UPS altogether!
It's an "oh well" attitude.
Take it or leave it.
We don't really care what you like.
Etc..
Karen
Dallas,Texas,
U.S.A.
Waiting for callback from UPS CEO's office
#6Author of original report
Fri, November 02, 2012
I had NO idea UPS drivers were union & that protects them from being required to do their job properly. Pathetic! If they're able to perform deliveries of heavy packages, seems obvious they should be capable of knocking or ringing a doorbell.
I never did receive a callback from my 3 calls yesterday. It's now mid-day through ANOTHER day & I got no callback. I called the corporate office long distance several times, trying to reach Scott Davis, the CEO. I got nowhere except transferred back to regular Customer DIS-Service, where I wasted hours of my time yesterday to no avail.
Because I am SO disgusted, I eventually got the direct number to Mr Davis' office. I was assured I'd get a callback from someone that will help me. It's now in the hands of the Executive Office.
Southern Chemical and Equipment LLC
Sarasota,Florida,
USA
Karen, a few suggestions and some basic info on UPS
#6Consumer Suggestion
Fri, November 02, 2012
Hi Karen,
I, too have been unhappy with the way UPS does business, and have learned a few things that I will be glad to share with you.
The first is that you MUST communicate with the shipper. Tell them to ship your package ONLY with "adult signature confirmation required" and you will be glad to pay the extra cost. ($4.75).
OR...just communicate with the shipper PRIOR to your purchase and let them know you want another carrier used for your order, other than UPS, or you will shop somewhere else.
OR...just file a loss claim on any package in which a door knock was not done, as you never got the package, right?
>>No knock, no signature = no proof the package was delivered, right?
This is a little bit shady, but will get the results you expect.
You will have to notify the shipper you did not get your order, and they will have to file the claim.
Then when enough shippers suffer too many losses, they will stop using UPS, right?
As far as calling and complaining, don't waste your time, as it will get you nowhere.
All full time/regular route UPS drivers are TEAMSTERS.
They have a union contract and you cannot even get them reprimanded, much less fired.
There is no provision in their contract to knock or ring a doorbell, unless the signature confirmation has been paid for by the shipper.
I have been through this same issue with my residential deliveries, and then discussed it with the driver who delivers to my business, and he has been 19 years on the job.
Most shippers check the waiver so the package can be left without liability for UPS.
I have actually experience more home delivery no knock issues with FedEx.
Good luck!