United Parcel Service - UPS United Parcel Service They can't be relied upon Internet
I needed a package picked up in New Jersey and delivered to me in Ohio. I got online and began filling information in and began to get errors. I called UPS and told them my needs. I need you to pickup a package at this address. With that I need you take the label with you, and you also must pick up after 6:30PM. The gentleman on thephone said no problem its taken care of I'll make sure that the shipping label gets sent with it.
The following day I get an email from the person they were suppose to pick it up from. They came at 4:00PM, I was home but I am normally not at home at that time. They asked me to pay for shipping and they had no label with them.
I was on the phone with UPS for an hour to get this pickup arranged. I spent about 2 hours trying on my own to get the pickup handled before I called. I called UPS after I got this email. I called customer support. They said I could not have gotten the label shipped without using the return shipment option, which I did not. The customer support person the night before outright lied to me. I told this support person what I wanted to do. She said I will need to sent you to online support.
I got to wait on hold for online support. The lady there was okay. I told her what I wanted to do and we started working at it. We got the the point and it asked for an UPS account number. I did not have one. We started working through that and after 5 attempts at it she shipped me back to customer support. I worked with a nice man there and he helped me manually setup an account. I wanted to continue but was told I needed to talk to online internet support. He transferred me back to wait on hold again. I spoke with a lady and she was not as nice since I told her I was getting tired of being bounced back and forth. She walked me through the setup again. This time I had an UPS account number. I went to the next screen and it gave me an error. The error was that my account was not high enough to do what I told them I wanted to do. The online support lady put me on hold and called the department in charge of that. They close 3 minute prior to her call. I asked to speak with someone in management. She transferred me to someone in customer support. I waited on hold yet again. Customer support apologized again. Why not let me talk to someone? She took my name and number, and said someone would call me tomorrow. It cost me about 190 cellphone minutes and I still don't have a shipment or anyone that can get me closer to that. My advise to you folks, don't do business with UPS they lie and wasted your time. The cost you your time and your cellphone costs. They are not interested in your business unless you are a big business.
2 Updates & Rebuttals
Willard
Chicago,Illinois,
What does brown do for you?
#3REBUTTAL Owner of company
Sun, November 10, 2013
I don't know what your connection to UPS is but please forgive us giant consumers who are picking on that ppoor tiny misunderstood global corporation shame on us for voicing our displeasure with this poor corporation how dare we,listen your rebuttal was dripping with condescension from the word go you are just one of those contrarians who wants to appear intelectually superior when actually just the opposite is true,I don'tknow all the specifics of the case but neither do you from my own dealings with UPS they actually make mistakes can uyou believe that? oh the horror,the problem is once they make a mistake they believe themselves not to be accountable to the victims of these mistakesno matter the consequences, so before you campaign any further for a job at UPS ,you don't really want me to tell you what you and UPS can do for me!!!.
Mark L.
Austin,Texas,
USA
Why blame UPS?
#3Consumer Comment
Thu, January 21, 2010
You didn't mention trying Fedex. If you had done that in the first place, you'd be typing a complaint about Fedex instead. Though it's typically not difficult to understand, you will have the same confusion with all shipping companies. It should also be common knowledge that the post office (USPS) doesn't offer any such service. Accounts need to be set up for billing purposes. Credit needs to verified and established before UPS or Fedex will be sending drivers around town for what may be invalid customer credit. That shouldn't be too hard to understand.
What you were trying to do was set up a service called a Call Tag. There are two main options for a Call Tag, those being a 1 Pickup Attempt and a 3 Pickup Attempts. If the package is not ready at the pickup time, the pickup fee is still paid. There is a pickup fee for both UPS and Fedex to cover the cost of a truck and driver to go to a location for a pickup. And no, UPS, Fedex, or USPS do NOT pre-print labels for you. A label still needs to be created and adhered to your package. First off, why wasn't the person shipping you the package willing to take care of the shipping, and you could have reimbursed?
Since you were already in the UPS website, why didn't you print a label out and then either email, fax, or mail the person your shipping label that would be billed to your credit card? Still, the easiest way would have been to have that sender bring it to a place like The UPS Store and simply send it to you. You would have saved over three hours of phone minutes and the shipping cost would have been far less at a UPS Store than online with a pick up. Even with the markups at non-UPS locations, it still would have been cheaper and less hassle.
No UPS operator will state a time of day when a delivery or pickup can or will be made. It is not possible to assign an exact time. The number of deliveries and pickups, signatures, road and traffic conditions, etc, etc, make the Drivers for ALL carriers begin a saturated route in the morning at their respective hub facility and make as efficient route or 'loop'. Obviously, no carrier truck could get the hundreds of daily deliveries and pickups if he had to zigzag all over a city in a random order to accomodate a specific time for each.
It appears that the problem is with an inability to understand how shipping works and/or a communication breakdown on a phone. At times, I see in my business a customer that gets it in his head to do one thing a certain way, then just doesn't get it when someone tells him it needs do be done differently. This chore you needed to accomplish is a simple task with UPS, but thus far a solution can't be done simple enough for you.