Anonymous
map-marker Boston, Massachusetts

Trying to get a package delivered, and failing

UPS CUSTOMER SERVICE CHAT Lawrence R.: Hi, this is Lawrence R.. I'll be happy to assist you.
 Customer: Lawrence, I want my package to be left without a signature. What do I do to make this happen? Customer: Hello? Customer: Anybody there? 
Lawrence R.: Just a moment while I review your tracking information. Customer: OK Lawrence R.: Thanks for your patience. In order for UPS to release a shipment without obtaining a signature, the delivery address must be either a single-family dwelling or multiple family dwelling with a private entrance. UPS will not release packages that are shipped to commercial addresses or apartment/condominium complexes. In addition, our drivers cannot release certain high-risk shipments or packages requiring an adult signature at delivery. Customer: This is not a high-risk shipment, and it doesn't require an adult signature Customer: I am on vacation, what can I do Customer: I've had REPEATED problems with UPS in the past, and I want to set things right going forward Lawrence R.: The decision on whether or not to release a shipment is ultimately up to the driver's best discretion. The goal is to deliver shipments in a safe area, away from public view, and protected from the weather. Customer: I've asked my neighbor to pick up my packages, but (1) they are not sitting at home at 11 AM waiting to sign for my packages, and (2) they don't have access to my buzzer so they won't know when you come by Customer: You are not helping me.
 Customer: The driver's decision is not more important than my decision. Customer: I want you to deliver this package without a signature. I want you to leave it where you leave all the other UPS packages I receive. Customer: How hard can that be? Lawrence R.: I'm sorry for the delivery issue. I can arrange for this package to be held for pickup If you like. Customer: What must I do to have that happen? Customer: I'm waiting for your answer to my questions. Lawrence R.: I will just need your last name and a contact telephone number to process your request. Customer: My last name is XXX, and my contact number is XXX-XXX-XXXX Customer: What request are you processing? Lawrence R.: Thanks for providing me your details. Allow me just a moment to process this at your request. Lawrence R.: I'm processing the request to have the package held at your local UPS Center for pickup. Is that what you want? Customer: No, what I want is for the driver to leave the package without a signature so that my neighbor can pick it up, hold it for me, and give it to me when I return home on Sunday. Customer: Do you understand? Lawrence R.: I understand your request. Unfortunately I can't confirm the driver will release the package I'm sorry. Our UPS My Choice service gives you a new level of flexibility and control over home deliveries by UPS. Aside from being able to receive free delivery alerts from UPS through either email, text message, or phone call, you can now make changes to your deliveries such as:
- Re-scheduling your delivery
- Re-routing your delivery to another address
- Holding your package on hold for pickup at a UPS Store or Customer Center
- Electronically sign for your delivery Customer: If I electronically sign for my delivery, does that mean the driver will leave the package? Customer: Lawrence?
 Lawrence R.: The driver would be instructed to release the package at the address. 
Customer: How do I electronically sign for the package, Lawrence? Customer: Why didn't you suggest this option? 
Customer: Lawrence?
 Lawrence R.: I'm sorry i did not suggest this service in the beginning. 
Customer: I would like to electronically sign for this package; can you do this for me please? Lawrence R.: You'll have to register for the My Choice service online to submit this request I'm sorry. You may use this link at http://www.ups.com/mychoice
 Customer: I already registered for the service, but I don't know how to sign for this specific package. Can you please walk me through the process. Lawrence R.: It takes approximately 5 minutes after registering for your My Choice Service to become fully active. Customer: I already registered for the service, but I don't know how to sign for this specific package. Can you please walk me through the process. Lawrence R.: I do not show a My Choice account is associated with this shipment I'm sorry. When did you register? Customer: I'm on the page now, how do I prove it to you? 
Lawrence R.: You may have created a log on on the UPS web site but not registered for the My Choice. That's separate. Lawrence R.: I can connect you to our Technical Support department to address this issue. Do you have any other questions before I connect you? Customer: I want to know how I can get my package. This issue has not yet been resolved. If you think the person you are going to hand me off to can resolve it, then go for it. If you send me to someone that says they can't help me, I'm going to be irate and will be forwarding this chat and all the details to everyone I can think of. I want you to take me seriously, and I simply want my package. Customer: It looks like I'm on the UPS My Choice site now
 File attachment upload has started.
 The file ups01.jpg (160.97KB) was received. 
Customer: I've sent you a copy of my screen showing you I'm on that site Customer: I want to know what I have to do to electronically sign for this package Customer: Lawrence? Lawrence R.: I'm still not showing that a My Choice account is associated with this package. The information could not be updated yet I apologize. If the system is giving you the delivery instruction option the information will be forwarded to the local center to notify the driver to release the package. Customer: Lawrence, have you looked at the file I sent you? Lawrence R.: I was referring to the file that you sent me. Customer: Here is another graphic of the My Choice page File attachment upload has started. The file ups02.jpg (118.7KB) was received.
 Lawrence R.: Would you like me to transfer you to our technical support department to give additional assistance. 
Customer: Hang on, I need to print out this conversation so I can send it first. Customer: OK, Lawrence, please transfer me to a supervisor that will solve this issue. I have been online with you for far too long, and you still have not resolved this problem to my satisfaction. I will follow up later to register a complaint against you, but the very first thing I must have is confirmation that this package will be delivered without a signature, something you have been unable to provide me. Lawrence R.: May I please have your name and the best phone number to reach you? Customer: My name is XXX and my phone number is XXX-XXX-XXXX, both are in my profile. Lawrence R.: Thanks for providing me with your contact information. I’ll make sure you receive a call as soon as possible by the next available supervisor if you would like to speak with one. Customer: How long will that be? Lawrence R.: The calls are taken in the order that there received. Customer: 7 weeks? 7 days? 7 hours? 7 minutes? Customer: I want you to give me an idea of how responsive your company will be to my question Lawrence R.: You'll receive the callback today as soon as possible. Customer: That is not a very good answer, Lawrence. Lawrence R.: I can not give you a definite time the supervisor will call you. Be assured you will receive a call today from the next available supervisor. Customer: I'm sorry, but I cannot "be assured" of anything from ups given the very low quality of service I've received just now. I simply want my package to be left at my door with all the other packages so that my neighbor can pick it up and hold it for me. I don't understand for the life of me why this is so difficult or what is preventing you from understanding my simple request. Customer: I can't believe that David Abney and Myron Gray will have the same difficulty understanding the problem I'm currently having. Lawrence R.: I'm very sorry for the confusion. I completely understand your request, but am unable to guarantee that the driver will in fact leave your package tomorrow. However my supervisor will call you back per your request to further discuss this matter. Customer: Will your supervisor be able to guarantee that the driver will in fact leave my package tomorrow? What needs to be done to make sure that happens? Does David or Myron really need to call the driver? Lawrence R.: Regrettably the also will not be able to guarantee that the driver will leave your package tomorrow. Unfortunately we do not have direct contact with the driver. When you input your request via My Choice it relays your request to the driver, however they have the ultimate discretion. Lawrence R.: Is there anything else I can look into for you? Customer: You know what, I'm so disgusted with UPS I never, ever will order anything that is delivered by you in the future. I will contact the sender of this package, and I will tell them that when you return it to them that (1) they should not pay you, and (2) they must send by a different carrier. In fact, I'm going to send this chat to your competitors so they know what they are dealing with. I have received packages from other companies WITHOUT ISSUE. I never, in my life, have had to deal with such ridiculousness. Customer: The problem I have with you, is that you are unable to confirm that My Choice is working. I fully expect you to be able to do at least that. Lawrence R.: Through the screen shots you provided it indicates that your package is linked to your My Choice profile. Unfortunately it just has not updated for me yet. Lawrence R.: Your comments are very important to us. This kind of feedback helps us to continually improve our services. Would you still like a call back from my supervisor? Customer: Can you check again now. How long does it normally take to update on your end? Customer: I want to know if your supervisor will be able to solve my issue or not. If not, then having that person call me will make things much worse for you and that person. Lawrence R.: I just checked it however since it is showing this package in your calendar then the package is linked to your profile. Lawrence R.: Unfortunatley my supervisor will not be able to guarantee that your pakcage will be left tomorrow. Would you still like them to call you? Customer: So, how do I know if I've set things up for the package will be left tomorrow? This is my simple question! Customer: Yes, I want to be called. I think more people should be identified in my complaint letter. Lawrence R.: Since you have selected the release option the driver will take that into consideration when making your delivery tomorrow. Lawrence R.: I will have my supervisor call you as soon as possible. Do you have any additional questions for me? Customer: What about this vacation settings thing in My Choice? Lawrence R.: Did set up any vacation settings? 
Customer: No, did you suggest that I should? Lawrence R.: Vacation settings come into play when you want to make a specific change to all packages coming to your address for a period of time. Customer: I imagine that Customer: will it help here? Lawrence R.: No it will not have any effect on your package being left. Lawrence R.: Is there anything else I can help you with today? Customer: So what you're saying is that if I configure vacation settings now, that will not help me get the packaged delivered when I return? Lawrence R.: Yes that is correct.
 Customer: Unbelievable.
 Customer: So the only thing I can do is contact the sender of the package Lawrence R.: Why would you contact the sender? Customer: Even though you and I have been on chat for over an hour, there's nothing that you can do to help me get my package. I'll contact the sender to tell them that UPS will not listen to me and deliver the package the way I have requested, and that it should be returned to them, and then sent to me by another carrier. Customer: I know they will listen to me. 
Lawrence R.: I understand your frustration. Do you have any additional questions before we conclude the chat? 
Customer: LOL you really are not interested in helping me, this is clear. Customer: Good-bye Lawrence, and good-bye UPS. You're management will be hearing from me. Lawrence R.: I have provided you with all available options at my disposal. I'm sorry that I was unable to further assist you. Thank you for contacting us. Customer: You have not helped me one bit. Lawrence R.: I'm sorry you have experienced problems with this shipment. I sincerely hope that the drier chooses to leave your package tomorrow. Lawrence R.: Do you have any additional concerns, or may I conclude the chat? Customer: Hang on, I'm copying portions of this chat and emailing it to the sender of the package explaining why I will cancel my credit card payment to them and telling them they will have to ship the product a different way. Lawrence R.: Have you had enough time to copy the chat? Customer: Yes.
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Loss:
$500
Cons:
  • Bad service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

to be perfectly honest, while i understand your frustration, I think your language was very demeaning. It is not hard to imagine that this one CSR in a completely different part of the country than the hub could only do a few things to make sure your package got delivered in the way you wanted.

I worked in shipping and ill tell you that the lines of communication are at best flawed. The best option in situations like these is to hold for pickup.

Anonymous
map-marker Toronto, Ontario

Ups Delivery Service Review from Toronto, Ontario

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Terrible experience with UPS. Paid for a parcel containg three bottles of maple syrup and three loaves of malt bread to be sent from Ontario to Alberta . 2 day delivery. The parcel never made it out of Ontario. I was eligible for the postage refund because it was not delivered within the specified time. I am not elible for a refund of contents as they were perishables and/or in glass. This was the first yime I've used UPS. Will NEVER use UPS again. UPs doesn't know where it is. It lost.
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Reason of review:
Problem with delivery
Resolved
Shunda Nzj
map-marker New York, New York

Resolved: UPS - the absolute worst

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Updated by user Apr 12, 2016

This file was concluded when the shipment was finally received by the consignee - only 1 week late for a First Air overnight delivery.

Original review Apr 06, 2016
I'm in the middle of a mess with this bunch of incompetent fools that refuses to get resolved. Once you get caught in the merry-go-round of red tape and bureaucracy, the situation only gets worse. I generally ship domestic and international packages and freight with Fed Ex (express and ground) and almost never have a problem. This particular UPS shipment was handled by a 3rd party on my behalf and has turned into a complete and utter snafu (clusterf..k would be a better adverb). A next day air shipment (an envelope) that was to travel less than 300 miles was shipped March 31 and 6 days later is still floating around their system. I could have walked this distance in less time to deliver it myself. After hours on the phone with "supervisors", the problem is still not resolved. Shipping for over 30 years, I have never experienced such a lack of urgency and accountability not to mention anger and frustration. This is over the top and so help me, I will never use nor allow anyone I deal with to ship with this company. If you want to save yourself from unimaginable stress. STAY AWAY FROM UPS.
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Cons:
  • Package delivered late
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous
map-marker Lake Worth, Florida

Ups Shipping Review from Lake Worth, Florida

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Ups Shipping Review from Lake Worth, Florida
HORRIBLE! They damaged my vintage collectable surfboard. I submitted a claim stating the repair is $150 just to close the hole but it cannot ever been fixed to original. They said tough luck here's $150. This was valued at $2000 before damage now A TON LESS! I would galdy have paid $150 extra for this never to have happened. I will NEVER use UPS Again!
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Reason of review:
Problem with delivery
Anonymous
map-marker Toronto, Ontario

Ups Customer Care Review from Toronto, Ontario

this is a terrible delivery service. all they do is lie and make us frustrated. customer service is even worse. i am not surprised to see 4 thousand plus complaints with only 12 resolved. very shady company. bunch of lying sons of ***. my company will never ever use this low life delivery service again. alot of these complaints are to do with Rogers. SHAME ON YOU ROGERS FOR LETTING YOUR CUSTOMERS DOWN BY USING THIS DECEITFUL COMPANY. YOU ARE WHO YOU DEAL WITH.
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Reason of review:
Poor customer service
Anonymous
map-marker Toronto, Ontario

Short Review on July&nbs-04:00;05,&nbs-04:00;2016

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Sitting at the customer counter in Toronto with 20 other people watching the UPS gong show! What a horrible experience!
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Anonymous
map-marker Dundee, Scotland

Ups Delivery Service Review from Dundee, Scotland

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I had a package delivered to my address but the UPS driver who left it in my wheelie bin and put a UPS card through my letter box saying so. When i went to the bin the parcel was not there . I contacted the Rotherham Depot who had delivered the parcel who just did not want to know. I have requested reimbursement for the cost of the contents which is £157. 80p I also contacted the seller, ebay and paypal all have said that it is down to UPS to reimburse me but the Rotherham office say it is not down to them . They have no POD . If i do not get the cost of my package reimbursed then i will go through the small claims court and contact Watch Dog any any other public media. I look forward to your reply. maureenclaxton@***.com
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Brampton, Ontario

Ups Delivery Service Review

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Horrible horrible customer service. Liars!!! They lost my package and when I tracked it they'd written "package rejected by receiver and abandoned", when I never received anything!
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Reason of review:
Order processing issue
Anonymous
map-marker Douglasville, Georgia

UPS and broken garage door

My exchange with UPS is below Mike King UPS broke my garage door on Wednesday and still no meaningful response. Talked to customer no service multiple times. No help. So disappointing. Like · Reply · 2 · April 8 at 4:34pm UPS I'm so sorry to hear that Mike! Please email the details. location and contact information to help@***.com so we can address this with the local management team in the area. -Sydnee Like · Reply · April 8 at 5:15pm Mike King Just did that from one of your colleagues response from a Twitter post. Hopefully this works. If not, I'll take the next appropriate public action. So sad, UPS use to be such a great company and provide great service. Nothing but trouble for the past few years at my location. Like · Reply · April 8 at 5:19pm Mike King Oh... I also got another call from UPS person complaining that I complained in a public forum due to the lack of response. How dare you UPS employee!!!! I tried to keep this private, but your lack of response left me no choice. Keep complaining and I will tell the full story about what a sorry service has provided at my location! Like · Reply · April 8 at 8:53pm · Edited UPS Mike, Did you get the name of who contacted you? -Wendy Like · Reply · April 8 at 9:05pm Mike King UPS UPS Have an email address and phone number but do not want to post that publicly. Can you send me a message that I can reply too privately? Like · Reply · April 8 at 9:09pm UPS Dear Mike, If you are needing assistance, please email help@***.com with the tracking number, details and a valid phone number. We will assist you. ~Sara Like · Reply · April 8 at 10:31pm Mike King Over a week now and still no help. Have emailed repeatedly. Get a response back saying someone will respond, but it never happens. You guys have my phone number. I know that because someone called and fussed at me for complaining on Facebook and Twitter. Going back to posting in public now. Maybe someone will at least call and fuss at me again. So disappointed in this once great company. Like · Reply · Yesterday at 1:06pm UPS Mike, I am sorry for the frustration. We will be glad to help you. Can you supply us with the incident number from your past email? -Wendy Like · Reply · Yesterday at 1:16pm Mike King UPS Incident: 160408-****89 Like · Reply · Yesterday at 1:19pm UPS Mike, Thank you for the information. I will look into the progress for you and respond shortly through email. Thank you for your patience. -Wendy Like · Reply · Yesterday at 1:29pm Mike King UPS Thank you Wendy. Like · Reply · Yesterday at 1:29pm Mike King In an email yesterday from UPS, I was promised a call today by a manager regarding the status of my claim. Guess what....no call. Beginning to find this hilarious. No I really am. Never seen a company that cared so little about customers. The DMV even provides better customer service. Just about ready to fix my own garage door and turn this over to a starving lawyer. He or she can keep whatever the judgement is. Like · Reply · 1 hr UPS Mike, I am very sorry you have not received a call back as of yet. I contacted the center and the Manager is out till Monday. I will follow up with the center on Monday, to see where they are at on your claim. -Wendy Like · Reply · 16 mins Mike King Yeah, Yeah. Keep hearing the same thing over and over. Like · Reply · 14 mins Mike King .....and a company as big as UPS..... you have no one else that could talk to me??????? Like · Reply · 10 mins Mike King What if this person wins the lottery over the weekend and never returns to work. Am I just forever screwed??????
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Reason of review:
Poor customer service
Anonymous
map-marker Little Ferry, New Jersey

Ups Customer Care Review from Little Ferry, New Jersey

Dealing with UPS is like they are the customer and you're the service provider. Becky at the N. Main street store in Joplin Mo. is the customer service person I had the pleasure of dealing with on 6-22-16 when my Amazon package wasn't left at my property the 21st. Seeing as how it wasn't supposed to be delivered until the 22nd no preparation was made, leaving a gate open. In the past half the time packages are left other half not and driving to the facility is required. Note left on gate said package could be picked up at 8 am on 22 nd. Drove 20 minutes to get my package just to have Becky tell me it wasn't there. When asked why they leave packages sometime and was there something I could do to get them dropped all the time she let me know they don't have anything to do with Brown trucks and there was nothing she was going to do. Told she gets her delivery at 10 am. I turned to leave and she said with a knotty attitude, "didn't I want to know what I had to have to get my package" . Couldn't understand anything unusual so said ok, makes this big production to tell me I HAVE to have my drivers license and the piece of paper I gave her when I came in. When I ask why I wouldn't have them she really gets snotty and says she's going to refuse the order so I'll have to go through all the trouble to reorder and wait. She's the rule not the exception when dealing with UPS.
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Reason of review:
Poor customer service
Anonymous
map-marker Far Rockaway, New York

Ups Delivery Service Review from Far Rockaway, New York

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I ordered a very important text book for school that I needed asap. I payed for 3 day express shipping. I ordered the book on a Wed and since it was over the weekend my book was supposed to arrive Monday. It did not. I called UPS and an agent told me it will come by Wednesday when I asked why I was told it was sent to Virginia from Secaucus NJ and now They need to ship it back!!!! After speaking to 10 agents and supervisors I was assured that I can pick up my package at a location near my house on Wed morning. I went to that location on Wed and my package was NOT there!!
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Reason of review:
Order processing issue
Anonymous
map-marker Spanaway, Washington

Review in Shipping category from Spanaway, Washington

I singed up for My Choice really screwed up things come to find out that if you have that account all packages regardless of the name if there's more than one person that and address they take all packages and put them on one person's name and you don't know who is really for even if you expedite or anything and then the company tells you you have to contact said sender to get a refund. UPS takes no reponsibity for their systemstic error.
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Reason of review:
Order processing issue
1 comment
Guest

I forgot to write My Choice said I had a package but it was for my husbsnd I waited days athome UPS passes here everday. I called and asked UPS when I first got the notice and the didn't bother to look at the name.

Beware if more than 1 person uses an address! They don't seem to be able to differentiate but by address. With all the technology of this global company try cat scan a name?

His name was on the envelope we I drove across town. No package for me at all!

Anonymous
map-marker Richmond Hill, Ontario

They Just don't care. Horrible service!

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Waiting for a package at home with my phone by my side. But then update the online delivery system: "Customer was not available when UPS attempted delivery. Will deliver to a nearby UPS access Point for customer pick up." There was no "attempted". I was waiting all morning for an important package. Never had any issues Purolator. If any company uses UPS for delivery options will never buy from them. Garbage service! and now I have to wait a whole day for the package because its not available till late afternoon which they close around 6:30pm.
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Pros:
  • Tracking our packages
Cons:
  • Service really poor
Reason of review:
Poor customer service
Anonymous
map-marker Saint-Jean, Quebec

Crooks!

The cost of the merchandise is $100 but broker charges (tax not included) $44 and when you add the shipping, it make an extra $30 total in UPS pocket $74 for a small envelop that took a week to arrive from USA to Montreal . They get you when the merchandise is in their hand and they keep creating and adding charges on top of their official rate. How many consumers has been trapped by their extortion? It is very sad that our government pretend to protect the consumer and let this happen.
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Reason of review:
Pricing issue
Nikkie Tvr

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Verified Reviewer
| map-marker San Francisco, California

Ups Customer Care Review

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I personally would never prefer, however I ordered a laptop and that manufacturer sent it through ups and they came and I wasn't home and left a note with pick up point address. The *** thing is that location is open from 8 to 4 and people who work can't pick up. When called customer service they wanted me to pickup in another city. Useless ups. Never ever go for this.
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Reason of review:
Poor customer service
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