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Problems with UPS

post #1 of 6
Thread Starter 
As there are probably a lot of online shippers/buyers here, I wanted to see if other people are having problems with UPS.

I've had lost packages in the past, which I expect to happen once in a while with any shipper so this isn't a big deal. However, this was one of the weirder things to happen to me with UPS:

I ordered online from a vendor that I purchase from frequently. The item was sent to my usual address, but on the day of delivery, the UPS tracking stated "correct info is needed for delivery, item being returned to shipper." When I called the center about this, their manager told me that they "did not know" why it was being returned to shipper. They said they don't track these sorts of things and that either I or the shipper requested the return. This was not the case and I asked if they had documentation for this, and they said no. The manager actually said they might have scanned the wrong code and returned the item instead of delivering it... I told them that if this were the case, if they could route the package back to me.

They basically told me the package was being returned, there was nothing I could do about it, they could not help me with this, and they would not refund the shipping fees. I called customer service and they told me the same thing. I was frustrated and asked if I could talk to a manager or supervisor, and they said none was available...

In the end, I called the shipper and told them what happened. The vendor was very understanding and said she heard a lot of similar complaints over the years and would resend the package to me.

Have other people had similar problems with UPS? I'm debating if I should start staying away from UPS and using FedEx instead? Is FedEx more reliable? This was particuarly frustrating b/c UPS basically admits to screwing up but won't take any responsibility and I feel I have no recourse against them.
post #2 of 6

I'm currently dealing with a similar problem with UPS.

 

I ordered an item from a retailer that has an e-commerce site, and they utilize UPS as their primary shipping option. When the item shipped and was due to arrive at my place, I was not there. As the shipper requested a signature be required, an 'InfoNotice' was left. Not finding any fault or problem, I signed the back of the InfoNotice, stuck it to the front door of my building, and went about my day. The next night I returned home to find that there had in fact been an attempt at a delivery, but there was another InfoNotice with the words 'Will not leave outside' scrawled across it. Appreciating the generous act of the UPS driver, I scribbled him a quick note asking him to kindly leave the package on the front stoop if the door was locked, as UPS is in fact released from liability with my signature. On the third day, I returned home in the evening to find that a final InfoNotice had been left on my door. Frustrated, I called their customer service number, imploring as to why my package was not delivered, even though I had twice signed off that such a thing was okay, effectively releasing them of any liability. She responded that it was 'driver's discretion' whether to leave the package in question outside should no one be home. I indicated to her that, with the option to sign, I am effectively taking over responsibility on the package itself. She promised over and over that they were working to resolve it and that someone would call (verbatim) 'first thing in the morning'. No one called, and what actually transpired was that the package was scheduled for a re-delivery, without my knowledge or consent. Obviously, this effort was fruitless, as there was a delivery attempt on my home address, where no one was home (as was the case the previous three times), and upon my return that evening, I was left with yet another InfoNotice. I called the customer service number again, and they quickly indicated that I would be called back (verbatim) 'within the hour'. After approximately two hours had passed with no call, I called back the customer service line. When the representative returned after I aired my grievance, she indicated a note had been left indicating that someone had tried to contact me and that said person left a message. I communicated to her, in frank terms, after confirming their phone number on file was correct, that the author of the note was a liar. I indicated to her (which was true) that I had my phone literally in my hand the entire time between speaking with the customer service representatives, and that my current voicemail inbox was empty. She then indicated that they would call me back 'first thing Monday morning' after I asked for some alternate options or plans (I refuse to pick it up at their processing center on the philosophical grounds that as I paid a shipping charge for services rendered to my address, any change or additional expense of time, money, or effort was the responsibility and duty of UPS if they refused to deliver the package to my address after I had twice given my liability consent for them to do so). We'll see what happens on Monday, but at this point, I view what they're doing as borderline larcenous. I will definitely be drafting a letter and raising some hell with this, resolution or not.

post #3 of 6
Quote:
Originally Posted by cuponoodles View Post

I'm currently dealing with a similar problem with UPS.

I ordered an item from a retailer that has an e-commerce site, and they utilize UPS as their primary shipping option. When the item shipped and was due to arrive at my place, I was not there. As the shipper requested a signature be required, an 'InfoNotice' was left. Not finding any fault or problem, I signed the back of the InfoNotice, stuck it to the front door of my building, and went about my day. The next night I returned home to find that there had in fact been an attempt at a delivery, but there was another InfoNotice with the words 'Will not leave outside' scrawled across it. Appreciating the generous act of the UPS driver, I scribbled him a quick note asking him to kindly leave the package on the front stoop if the door was locked, as UPS is in fact released from liability with my signature. On the third day, I returned home in the evening to find that a final InfoNotice had been left on my door. Frustrated, I called their customer service number, imploring as to why my package was not delivered, even though I had twice signed off that such a thing was okay, effectively releasing them of any liability. She responded that it was 'driver's discretion' whether to leave the package in question outside should no one be home. I indicated to her that, with the option to sign, I am effectively taking over responsibility on the package itself. She promised over and over that they were working to resolve it and that someone would call (verbatim) 'first thing in the morning'. No one called, and what actually transpired was that the package was scheduled for a re-delivery, without my knowledge or consent. Obviously, this effort was fruitless, as there was a delivery attempt on my home address, where no one was home (as was the case the previous three times), and upon my return that evening, I was left with yet another InfoNotice. I called the customer service number again, and they quickly indicated that I would be called back (verbatim) 'within the hour'. After approximately two hours had passed with no call, I called back the customer service line. When the representative returned after I aired my grievance, she indicated a note had been left indicating that someone had tried to contact me and that said person left a message. I communicated to her, in frank terms, after confirming their phone number on file was correct, that the author of the note was a liar. I indicated to her (which was true) that I had my phone literally in my hand the entire time between speaking with the customer service representatives, and that my current voicemail inbox was empty. She then indicated that they would call me back 'first thing Monday morning' after I asked for some alternate options or plans (I refuse to pick it up at their processing center on the philosophical grounds that as I paid a shipping charge for services rendered to my address, any change or additional expense of time, money, or effort was the responsibility and duty of UPS if they refused to deliver the package to my address after I had twice given my liability consent for them to do so). We'll see what happens on Monday, but at this point, I view what they're doing as borderline larcenous. I will definitely be drafting a letter and raising some hell with this, resolution or not.

So what happened?
post #4 of 6

I called the shipper and had them re-route the packages to my work address. Was a complete nightmare, though. If at all possible, I will avoid shipping with UPS again.

post #5 of 6
At least you got your package.
post #6 of 6

TLDR.

 

But if you are talking about how your packages were sent back to the sender, it's happened twice to me. I think there might have just been a new guy delivering mail that week since the 2 packages that were returned were within a 1 week span.

 

I think the confusing part might be my address that's listed in PayPal; PayPayl automatically removes the hyphen in the my address, which might make the building number difficult to decipher. Unfortunately, PayPal does not accept my address with the hyphens, so everyone gets screwed over. Thankfully, it hasn't happened again.

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