Complaint Review: United Parcel Service - Lenexa Kansas

My sister sent a package to me via UPS (walked in to a UPS store to mail package).

1. I was on the phone with her giving her my mailing address and heard her tell the clerk at the UPS store the correct address.

2. Package did not arrive on promised date, so my sister called to inquire.

3. UPS stated no apt number was given. I heard it given, I was on the phone listening. If the UPS driver would have gone to my apt. door at all, he would have been standing directly beside the mailboxes with the last names and apt. #'s listed. Problem would have been solved. Wouldn't want to go to that effort now, eh? Anyhow, sister gave the number again. Still no delivery.

4. Interestingly, I received a post card from UPS via USPS indicating an apt number was needed. Funny how the USPS was able to deliver the post card sent to me without incident, but UPS was unable to find my address using the same address they send the post card to. Humpf.

5. I Called. Their information still did not contain the apt number. It was explained to me that it was the responsibility of the UPS store used to deliver the package from to update the apt. number. Basically, in more words, there is no continuity in the lines of communication between the UPS stores and UPS. Then it was explained to me that I would have to be there to sign for the package. At that point I asked the package be delivered to the leasing office on the same grounds as my apt. As an apt dweller for most of my adult life, I thought it was common place for packages to be delivered to the on-site leasing office if the resident was away. At least, that's how I have always received packages before. I was then told package would be delivered next day. I told them I would have received the package quicker had it been delivered by horse. That statement was not received well. However, it is the honest to God truth.

6. Next day. No package. Called again. Was told that the address change I submitted the day before resulted in the package being taken OFF the truck because change of addresses always result in a one day delay. First of all, I shouldn't have been told the package would arrive the next day then. Secondly, the leasing office is on-site, and on the same route. They actually took the package off the correct truck so that it could sit a day in a warehouse before loading it back on the same route the next day. Policy.

7. Now, seven days after the date promised, I am angry. I call. Person indicates package will be delivered the next day. (I have heard this three times now). I prod as to what in the world could be the problem. The package was mailed within the metro area, not cross country! Person did not care, and neither did the supervisor I requested to speak to. After much conversation I asked what they were going to do to right this situation and the response I received was "nothing." Sure they have their money already. What do they care?

I did receive the package finally.

I have to admit I have never dealt with such an apathetic company. If, as a CUSTOMER, I can see the lack of continuity and accuracy within the company, failures in efficiency and common sense, the lack of enthusiasm in customer care, and lack of good faith customer relations, you have a bad company.

We were not offered a price break for their failure to deliver or any other offer to make things right. In my world if you do no deliver what is promised, you get fired. UPS, your fired.

Tierney

overland park, Kansas
U.S.A.