4 Reasons My UPS Service Sucks

I understand that we’re human and the occasional customer service faux pas is bound to happen. But when there’s a clear pattern of blatant issues, I’m compelled to raise my hand and call it / them / you out.

This week, Company X = United Parcel Service (UPS) because their service – in my neighborhood – wreaks of suckage.

For the past three years, nearly every interaction with UPS has been a nightmare. My wife and I try our best to make sure they do not handle/ship our online purchases (e.g., eBay). If a seller emails us that dreaded  UPS tracking code, we cringe.

We want this to change, so we’ve condensed our experiences into four (4) recurring reasons why our UPS service sucks:

1. UPS NEVER deliver our packages when they’re supposed to be delivered
The Tracking # is a joke as it gives no true indication of the location or ETA of the shipped item. While UPS policy gives a generous delivery window of 9am – 7pm – the tracking detail of last night’s delivery clearly shows where they’ve missed the mark. Unfortunately, this is the norm.

2. UPS lies and say they tried to deliver, but they NEVER came by the house
I experienced this firsthand where my wife has called UPS and the CSR states the driver had attempted delivery; meanwhile, I’ve been at home ALL DAY and never saw/heard a UPS truck come by. There’s no sticky note on our door. Nothing. Not sure whose fault it is, internally, but blatant mistruths like that insult our intelligence.

3. They loose our $#%* too much
Once, we ordered a camera lens and a Halloween costume. Both were scheduled to be delivered the same day.The costume arrived, but the lens – despite being tracked as on the SAME truck – was “lost.” My wife needed the lens for a Saturday photo shoot. The driver assured us that he’d return later in the day (Friday) to deliver the lost lens. The lens showed up on our door Monday afternoon.

4. The pick-up (at the facility service) sucks because you can’t pick up the same day they “supposedly” came by to deliver
There have been two instances where a package was attempted to be delivered (see Reason #2) and the CSR instructed us to pick it up from the customer center. We drive 7 miles to the nearest customer center only to discover that the package is STILL on the truck and the center was closing in a few minutes. Wasted trip + no package + try again tomorrow = FAIL

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There are more instances of mis-scanned packages, wrong addresses and late deliveries but you get the idea. The most recent events have happened over the past 18 months and has had a negative impact on our personal and professional endeavors. This is not a faux pas, it is a pattern that must be changed.

I look forward to writing a follow up post entitled, “X Ways UPS Reconciled.” In the interim, my prayer is their shipping solutions stop causing so many problems.

Until next time.

This entry was written by Fave, posted on 24 February 10 at 11:12 am, filed under Life, Thoughts and tagged customer service, help, rant, shipping, suckage, ups. Bookmark the permalink. Follow any comments here with the RSS feed for this post.