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March 7th, 2000

Today’s Target of Anger: UPS

After my ordeal a couple weeks ago, I thought I had seen the worst examples of customer service, but my experience from last week tops even that one. It serves as the perfect example of how a mega-corporation can take their everyday business to a new level of incompetence.

About two weeks ago, a record label contact was sending me a box of 30 CDs that I was going to be selling through one of my web sites. He sent it UPS to my PO Box, which is not permissible (can’t UPS/USPS/FedEx all just get along?). The first thing that surprised me was that UPS let him send it to a PO Box considering they’re well aware they can’t deliver to one.

So, after quite a while (with typical UPS Ground “speed”), I got a notice in my PO Box that the item was undeliverable. I did, however, have the option of picking it up at the “local” UPS office (45 minutes away) or to have it redelivered. So I opted for redelivery.

I called UPS last Thursday to schedule delivery to my work address. The next day I checked the UPS web site to track the package (one of the few things UPS does well, apparently) and noticed a series of odd errors:

Mar 3, 20007:25 A.M.DULLES-LEESBURG, VA, USCORRECT STREET # NEEDED, NOT DELIVERED7:26 A.M.DULLES-LEESBURG, VA, USCORRECT STREET # NEEDED, NOT DELIVERED;ADDRESS CORRECTED, DELIVERY RESCHEDULED12:09 P.M.DULLES-LEESBURG, VA, USCOMPANY OR PERSON UNKNOWN, NOT DELIVERED9:00 P.M.DULLES-RESTON, VA, USP.O. BOX, NOT DELIVERED;RETURNED TO SENDER, NOT PICKED UP9:17 P.M.DULLES-LEESBURG, VA, USCOMPANY OR PERSON UNKNOWN, NOT DELIVERED9:18 P.M.DULLES-LEESBURG, VA, USCOMPANY OR PERSON UNKNOWN, NOT DELIVERED;ADDRESS CORRECTED, DELIVERY RESCHEDULED

Keep in mind that the above errors all came well AFTER I had called them.

So, on Friday I called them and gave them my address again, this time specifying the company and making sure that they had the suite number down. I rescheduled delivery a second time, this time on Monday.

So on Monday I tracked the package and noticed that it was listed as “Delivered” at 11:11am, though our receptionist said it had not been delivered (and the name of the person that signed for the package was not an employee of our company). I figured it may have been delivered downstairs by accident. But, it wasn’t.

A few minutes later I got an e-mail from the original sender of the package telling me that a guy at a Rent-a-Center had gotten the package and was wondering what he was supposed to do with it!

Get this — the street address I asked UPS to deliver to was: 21351 Ridgetop Circle / Suite 400. The street address they delivered it to: 9106 Mathis Ave. On top of that, it was delivered in a town over 20 miles away from here! How in the world could UPS have screwed up that badly? It absolutely blows my mind.

I can’t wait to point this out to their customer service. -ram

Posted in Consumer Commentary

FROM: Aaron
DATE: Tuesday March 7, 2000 -- 2:55:00AM
I was wondering where Pint's "Recollection" album was at. I've been waiting to order it from HalfPintMusic.com since you mentioned it to me a while ago.



FROM: Ryan
DATE: Tuesday March 7, 2000 -- 9:15:33AM
The saga continues -- we'll see whether it arrives today. :)



FROM:
DATE: Sunday August 5, 2001 -- 1:06:52AM
Life is not perfect.. Deal with it.



FROM: Ryan
DATE: Sunday August 5, 2001 -- 12:10:06PM
And UPS is never anywhere near perfect...



FROM: Monica
DATE: Saturday September 7, 2002 -- 3:11:59 pm
Of course, with their hours of delivery during everyone's normal work hours, I missed the first two attempts because guess what? I work! So I rescheduled for yesterday, when I knew I could be home. I know the route well enough, since I've lived in this neighborhood for a while... they usually deliver ~1-2 pm. During that time, I see a truck. No package for me. 4pm, call the 1-800 number to see what's going on. I was told that the delivery reschedule that I did wouldn't be valid because I did it less than 24 hours ago. Uh, no.. I rescheduled delivery 3 DAYS ago... oh, okay. It's still scheduled for delivery, and I have to wait until 7pm. That time passes... and no package.
Checking the web tracking info, I see "out for delivery" at 8 something pm last night. Delivery is rescheduled for Monday, when I have to be at work! And I can't get packages there! Argh!
I wish more companies would let you choose the shipping method, I'd go with the USPS instead. That would be better than having a useless Gold Box filled with different kinds of table saws and fancy plates!



FROM:
DATE: Saturday January 1, 2005 -- 2:13:59 pm



FROM: Wayne Austin
DATE: Friday August 12, 2005 -- 10:57:12 am
I have recently found out that UPS cannot deliver to...UPS! That's right, UPS cannot deliver to any UPS Store without prior approval or arrangement. Does that not blow your mind?



FROM: Merle [E-Mail]
DATE: Sunday August 14, 2005 -- 3:20:54 pm
Our UPS driver will routinely put up stickers claiming he tried to deliver the package, even when we've been home all day and nobody rang the bell. Seems like if he's coming all the way up a deadend road that he'd go ahead and deliver the package...

And, Wayne, that actually could make sense, in a twisted way. What if you mailed a bomb to UPS? Since they have those drop boxes, it could be anonymous...



FROM: Merle [E-Mail]
DATE: Sunday August 14, 2005 -- 3:21:48 pm
Err, and, Ryan, the "ordeal" hyperlink goes... nowhere. But since it's over five years old, that's probably okay. ;-)



FROM: Ryan [E-Mail]
DATE: Sunday August 14, 2005 -- 9:35:56 pm
It's fixed now, Merle the Pearl!



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