Complaint Review: UPS - Reading Pennsylvania

For years we have had problems with UPS deliveries. No matter how often we ask to have packages put on the front porch (for protection from the weather, so we see them, and to make them less visible from the street to deter theft) the driver just dumps them where ever he chooses. In the past couple months the problem has escalated to intolerable. I would never select UPS, but sometimes as the receiver we have no choice. I have spent over an hour on the phone with people at their 800 number and another hour with online chats. I set up an account at UPSMyChoice and specified front porch/front door as the place to deliver. That made no difference! It's obvious that they use technology to insulate themselves from customers with problems, not to solve those problems.

 Typically our packages are dropped off the back of the truck into the driveway, even when it’s raining. A sign at the garage door asking for porch delivery was ignored. One package was found on top of our trash can on the side of the driveway. These included things like a new computer our son-in-law ordered and had sent to us and a new high-end blender our daughter sent to us as a gift. 

  On 12/14/17 we found a package marked “PERISHABLE” out at the street on the wooden arm that holds our mailbox. Tracking showed it had been delivered the day before and sat out there for nearly 20 hours. Since it was a gift, we didn’t know to look for it. It was not visible from the house. Patrick actually said the sender had paid extra to have the package left. But the driver never came to the house, didn't ring the bell to see that we were in fact at home. In my opinion, delivery of something perishable should mean an actual attempt to put it into a person's hands, not just dumping it at the street where anyone passing by can just reach out and grab it.  I was assured by Patrick H on 12/14/17 that the problem had been resolved. 

Next issue: Scheduled Delivery Date: Tuesday, 12/19/2017; Estimated Delivery Time: 12:15 PM - 04:15 PM; Delivery Date: Tuesday, 12/19/2017

Delivery Time: 07:05 PM.  Left At: Front Door

 This package was NOT found anywhere (not on porch, not near front door, not in driveway, not in or near mailbox). It was from our new medicare provider and contained important and possibly confidential information. We have no idea who got it or what personal information may have been compromised. I wasted another chunk of time on a chat with Carla M who kept assuring me it was coming before the end of the day. Still waiting for it.

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Scheduled For Early Delivery On: Wednesday, 12/20/2017; Estimated Delivery Time: 12:15 P.M. - 4:15 P.M.

Last Location: Reading, PA, United States, Wednesday, 12/20/2017; Provide Delivery Instructions  Leave At: Porch

Delivered On: Wednesday,  12/20/2017 at 3:47 P.M.  Left At: Porch  BUT –it was not on or near the porch. It was in a planter in the driveway. Does that sound like a good place for an electronic device to be left?

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Delivery Date:   Friday, 12/22/2017   Delivery Time:           05:04 PM  Left At: FRNT PORCH

But it was not there. It was found Saturday in the mailbox at the street when we put out mail to go. Don’t know if the driver put it there and lied about putting it on the front porch or if it was left at the wrong house and a neighbor brought it to our mailbox. It is my understanding that it is against the law for UPS to use our postal mailbox. So I assume it was delivered to the wrong house - AGAIN

 And we just found out there was a 2nd package on 12/19 for my husband, just like the one Blue Cross sent to me, and it also disappeared.  It is outrageous that UPS collects fees for supposedly delivering packages and then doesn’t do it. As the receiver I am not able to file a claim. And sometimes the sender just does not want to be bothered to waste their time. They take the loss and reship (more money for UPS). It’s really bad that when they don’t deliver and then can get paid a 2nd time.