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UPS in Colchester, England - Extremely Rude Driver Refused to Wait

On Friday 11th October, a UPS driver turned up with a package and stated there was a customs fee + £11 admin charge for clearing customs, requiring a £24.20 cash payment. I was at work and my landlord was at home and offered to pay on card e.g an immediate online payment to the customer services centre. The driver literally said "I'm not paid to wait mate' and walked off. He was asked to provide a tracking number but was dismissive and said something about only being able to leave paperwork with the actual named recipient for the package not a third party. I called up and complained once I found out and was told by their customer services team that the driver should have waited and that I should direct my concerns to the local depot (which I did) and they recorded a 'customer concern'... Redelivery was scheduled for today and I was told that the driver would be attending around 10am and would wait whilst I made the online payment. At 10:30 on Monday 14th October, the same driver came to the house. I said that I needed to call customer services and they had told me he would wait whilst I did so. The driver has then said "I TOLD YOU BEFORE, I DONT GET PAID TO WAIT" and he walked off. I called again, reported it, they agreed this time to take the online payment over the phone without the tracking number (as the driver didnt leave one) and said he would be called and told to come straight back to me and I would be getting my package within the hour. It is now 12:45 and the driver still hasn't returned. As far as I am concerned this is mail interference/delaying/obstructing the delivery of mail. I have decided now, after this experience to not use international companies for mail order that use UPS to handle their UK custom clearance. UPS - If any of your PR staff or customer relations staff read this, then please consider a proper customer services course for your drivers as their attitude to the very people that are keeping your business afloat is disgraceful. When I meet FEDEX, PARCELFORCE, CITYLINK drivers etc they are always smartly dressed and polite..., your driver turned up wearing a camoflage baseball hat and jacket, with a high vis sleeveless tabard over the top that looked like it had been soaked in engine oil and literally looked like someone that had come back from a cat fishing trip in the 'glades'. What ever happened to the smart brown uniforms?
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Review
#452491 Review #452491 is a subjective opinion of poster.
Loss
$20

UPS - Yet Another missed delivery deadline

This complaint has to do with a delivery that was promised yesterday October 11th, but the background stems from a plethora of failed delivery attempts by UPS. I'm only angry because its only UPS that has this issue. Purolater can find my house without a problem, FedEx can call me when something comes up.... but not UPS. I had an important delivery that was slated to arrive yesterday "By the end of the day" I checked the tracking to see if there were any updates. Of course in typical UPS fashion the last update was when the tracking log started. They have this annoying habit of showing ZERO tracking information other than "Its in our hands" followed by "Its in your hands" Anyway... knowing the UPS history is I called them in the morning around 10am and said. "Here is my cell phone number and here is the buzzer number." In the past they've come and not even bothered to buzz because they couldn't find my name. I share an apartment so my name is listed after another person. That seems to throw them off. The two people I spoke to were efficient and quite nice. They told me they would forward the information to the driver and get back to me when it was done. 20 minutes later I got a call and everything was set. By 5pm no delivery. By 7pm no delivery. The online tracking was unchanged. 10pm I get a call saying they will have to reschedule for later in the week. Why? The driver couldn't find my address. I asked how is this possible and apparently they driver was inputting my apartment number as opposed to the building number into his/her GPS. Am I surprised? No. This is just another missed UPS deadline. Am I pissed? Yes From now on I won't bother UPS with my business and if someone is shipping to me I will have them leave it at a nearby location and I'll pick it up myself. I don't want their staff to drive around town needlessly.
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1 comment
ciperformance
#764337

One more customer taking their business elsewhere... you listening UPS? Do you care, yet...?

Review
#452284 Review #452284 is a subjective opinion of poster.
Tags
  • deadline

UPS - Rude customer service/package sent back to shipper

I received in the mail that I had a package waiting for me at UPS, but I had only two days to pick it up. It's impossible to pick up a package when the store is open 8 AM to 7 PM, but your shift starts at 7 AM to 7 PM. The lady at the counter was rude and condescending. When I called customer service, she advised that I had not responded to their notice, and I explained to her that I did not have enough time to respond. The only advice I got was have the shipper resend the package. Thanks UPS for the great customer care!
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2 comments
Anonymous
#728166

You didn't get a notice on your door each time a delivery attempt was made?

If you had responded to any of those notices, you would have had ample time to make other arrangments.

In this case it is YOUR fault for waiting until the last minute.

Anonymous
#731327
@Herb

They didn't get a notice. Didn't you bother to read the post? So in this case it was your fault your post was incorrect.

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Review
#452191 Review #452191 is a subjective opinion of poster.
Loss
$69
Tags
  • Shipping Agency

UPS in Kitchener, Ontario - Charged 85.00 for expedited service...took 2 weeks!

WORST customer service ever!!!! I have NEVER experienced a company less willing to resolve an issue that was 100% fault of their own. Package from NYC to toronto back to NYC...then was lost...then shipped...a week after the guaranteed date of my daughter's birthday. BRUTAL. So of course they wouldn't charge right? WRONG! They ignored requests to reverse charges because i was the shipee...not the shipper. They sent it to collections...Many phone calls...many hours...still no help. They REFUSED to do anything. Simply saying it was past the 15 days!!!! This was a 6 months ordeal!! Finally today...while in my 2nd hour of being on hold with UPS Billing...i posted to Facebook. LOTS. within an hour Social Media team told me to stop...then emailed saying they would send a cheque to cover the collections charge. I suggest you voice your complaints via facebook...with the 1000's of others! DO NOT USE THIS COMPANY. We shall see if i get the cheque. Never will i use or buy anything from a company that ships using UPS.
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4 comments
Anonymous
#765854

Thank you for the reply! I'm a little bit ignorant when it comes to social media, can I ask how you went about using facebook so that I can do the same?

Did you set something up on your page, or on theirs, or something different? I just filed a complaint with the BBB, and am working on our local legislative representatives. Any info you can give me I would be really grateful for any information you can provide so I can go after them.

Thanks! :)

Anonymous
#765616

I am a disabled person who wrote about nearly getting knocked over by the UPS guy who was running through the halls of our disabled living facility at a full clip. Further, the week prior he tossed a package containing expensive jewelry onto the hall floor in front of my apartment instead of knocking and handing it to me.

(I was home at the time and heard it hit the door.) Whatever happened to decent delivery? What UPS needs to know is that I also own a business and clients sent me documents from other places in the US and also from abroad. Next week, I shall write to all clients, asking them to please either fax all future documents or use the U.S. Postal Service.

And no, I am not using Amazon again, either, as they use UPS. Instead, I will patronize local businesses. Enough of this "money and greed at all costs"--never mind if we jeopardize the elderly, throw packages around, and don't give a darn about correcting our the errors. Money seems to be king at UPS.

Well, UPS, you surely lost my business. :( And, BTW, I do not blame the driver--I BLAME CORPORATE--they are the ones who greedily short-staffed and created this fiasco.

ciperformance
#764340

Very useful information, had a similar issue with shipped that was "Lost". Will look into your facebook angle for resolution, in addition to contacting the BBB and my local and state representatives, to start..

Did you get your check?

Anonymous
#764818
@ciperformance

Yes - I did! Annoying that I had to harass Facebook page to get it.

I suggest you do the same! Got their attention, and my money back.

Good luck! And be persistant!

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Review
#452017 Review #452017 is a subjective opinion of poster.
Loss
$100
Tags
  • UPS complaint
I am not sure which is responsible, but UPS received "billing information" (according to tracking info) on 10/04 but did not ship item until 10/09. Did Sierra Trading Post somehow submit billing information but fail to give UPS shipment? Or did package sit in some UPS...
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2 comments
ciperformance
#764341

UPS cares the least about their customers, as evidenced by the myriad of issues more and more people are experiencing and voicing. Are you listening, UPS?

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Review
#451797 Review #451797 is a subjective opinion of poster.
On Oct 7th I went into an independently owned UPS store, with a package that was 12x12x18, I explained that I wanted to make sure it was delivered the following day and that the package was to be left at the door as the recipient was not going to be at the address. I...
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3 comments
ciperformance
#764353

At least your package finally made it, and wasn't "Absorbed" somewhere along the lines internally, like so many others...

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Review
#451761 Review #451761 is a subjective opinion of poster.
Loss
$30

UPS in Doraville, Georgia - USP didnt have my package when I went to pick it up.

MY EXPERIENCE WITH UPS AT THEIR UPS LOCATION AT DORAVIL GA. LET START FROM THE BEGINNING. I WAS SUPPOSED TO RECEIVE TWO PACKAGES FROM UK. UPS COMES TO DELIVER AT 10:30AM LIKE SOMEONE WILL BE WAITING FOR THEM TO RECEIVE A PACKAGE BECAUSE PEOPLE PERMANENTLY GO TO WORK AT 12PM IN THE USA!!!!! OR MAYBE THAT IS WHEN UPS EXPECT THEIR EMPLOYEES TO REPORT TO WORK. ANYWAY THEY DON’T LEAVE THE PACKAGES BECAUSE THEY HAD A COD ON THEM. THEY DO A SECOND ATTEMPT SAME TIME AND THERE WAS NO ONE AT HOME. SO I WENT ONLINE ON THE 4TH AND SCHEDULE A PICKUP FROM THE DORAVILLE LOCATION. I GO THERE ON A SATURDAY 5TH OF OCTOBER 2013 AND I GET A VERY RUDE MANAGER AND SHE TELLS ME THAT MY PACKAGE IS NOT AVAILABLE FOR PICKUP IT MONDAY. ALL THIS LOOK LIKE A ROUTINE UPS PROTOCOL RIGHT WELL IT GETS INTERESTING. I GO TO THE DORAVILLE LOCATION IN ATLANTA, GA AND I GIVE THEM MY NOTICE THAT THEY LEFT ON MY DOOR AND THEY GO LOOK FOR THE PACKAGES. THE EMPLOYEE COME BACK AND ASKS ME IS IT A PHONE? AND AM LIKE NO SO HE GOES BACK AND STILL CANNOT FIND MY PACKAGE SO HE SITS ON THE PC TRYING TO LOCATE MY PACKAGE. I THOUGHT MAYBE THEY GAVE ME A WRONG NOTICE BECAUSE THE GUY IN FRONT OF ME WAS GIVEN A WRONG NOTICE AND THE PACKAGE DIDN’T EVEN HAVE HIS NAME ON IT. THEY FINALLY FIGURED OUT THAT HIS PACKAGE WAS SUPPOSED TO COME IN SOMETIME THIS WEEK SO HE LEFT AND THEY THROW AWAY HIS NOTICE. SO I GAVE THEM THE TRACKING NUMBER FROM MY PHONE AND THAT IS WHEN IT CLICKED THAT I ACTUALLY HAVE TWO PACKAGES WITH TWO DIFFERENT TRACKING NUMBER. THEN THE EMPLOYEE AT THE FRONT COUNTER TELLS ME THAT HE WILL HAVE TO CONTACT THE DRIVER BECAUSE HE MIGHT HAVE PICKED UP BOTH THE PACKAGE SINCE THEY WERE GOING TO THE SAME ADDRESS. I TRIED TO EXPLAIN THAT EVEN THOUGH THERE WERE TWO PACKAGES I ONLY RECEIVED ONE NOTICE BUT I WAS TOTALLY IGNORED. THE MANAGER WAS SITTING TEN FEET AWAY AND SHE KNEW EXACTLY WHAT WAS GOING ON. AFTER FURTHER DISCUSSION WITH THE EMPLOYEE IN THE FRONT, THE MANAGER FINALLY ASKED HIM WHAT WAS GOING ON, THE EMPLOYEE EXPLAINED MY SITUATION AND THAT HE HAS CONTACTED THE DRIVER ABOUT MY PACKAGES. THE MANAGER TELLS HIM TO TELL ME TO HAVE A SIT AND TO BE PATIENT. I FORGOT TO MENTION THAT I GOT TO THE UPS LOCATION AT 5.30PM, AFTER 9 HOURS OF WORK. SO HERE I AM PATIENTLY WAITING AND THEN THE EMPLOYEE IN THE FRONT COUNTER GETS A CALL AND HE IS TOLD THAT THE DRIVER ONLY HAS ONE OF MY PACKAGES. I WAS NOT TOLD ABOUT THIS INFORMATION, I JUST OVER HEARD THIS PHONE CONVERSATION. FINALLY AFTER WAITING A LONG TIME, I ASKED HIM SO DOES HE HAVE MY PACKAGE? HE SAID THE DRIVER ONLY HAS ONE OF YOUR PACKAGES, SO I ASKED WHAT ABOUT THE SECOND ONE THAT I WAS SUPPOSED TO PICKUP AT THE LOCATION. HE SAID FOR THAT YOU WILL HAVE TO TALK TO MY MANAGER. AT THIS POINT I AM WAITING FOR THE MANAGER TO COME TALK TO ME, BUT SHE DOES NOT COME TO TALK TO ME. SO AFTER WAITING TILL 7PM I ASKED THE EMPLOYEE SO IS THE MANAGER COMING TO TALK TO ME AND THAT IS WHEN THE MANAGER CAME TO HIM AND HE TELLS HER THAT I WANTED TO TALK TO HER. MIND YOU ALL THIS TIME SHE WAS THERE AND SHE KNEW WHAT WAS GOING ON. SHE CAME TO THE WINDOW AND I TRIED TO EXPLAIN MY SITUATION TO HER BUT SHE PRETENDED LIKE SHE DIDN'T KNOW WHAT WAS GOING ON. SHE TOLD ME SHE DIDN’T EVEN KNOW WHAT I WAS TALKING ABOUT. SHE SAID TO LET THE EMPLOYEE IN THE FRONT COUNTER UPDATE HER. THEN SHE COMES OUT OF THE DOOR AND TELLS ME THAT SHE DIDNT KNOW OF MY SITUATION AND SHE IS GOTING TO GO LOOK FOR THE PACKAGE. I SAID OK BECAUSE AT THAT POINT I HAD NO CHOICE. I HAD WAITED FOR ONE HOUR AND THIRTY MINUTES AND I DIDNT GET ANGRY AT THEM BECAUSE I WANTED MY PACKAGES. IF I HAD GOTTEN ANGRY AT THAT POINT AND MADE A SCENE IN FRONT OF ALL THE CUSTOMER IT WOULD NOT LOOK GOOD AND I MIGHT HAVE NOT GOTTEN MY PACKAGES. SO HERE I AM KOOL AS ICE WAITING FOR MY PACKAGES AND PRETENDING AS IF NOTHING IS WRONG. SHE COMES BACK AND TELL ME THAT THEY CAN NOT FIND MY PACKAGE AND I WILL HAVE TO COME BACK TOMORROW TO GET IT. I TOLD HER THAT I WAS NOT COMING BACK TO PICK IT UP AND I ASKED HER CAN’T SHE JUST SCHEDULE TO HAVE IT DELIVERED TO MY HOUSE. SHE SAID YES SHE CAN DO THAT BUT SHE WILL BE COMING LATE TO WORK TOMORROW TUESDAY THE 8TH OF OCTOBER AND MY PACKAGE WILL BE DELIVERED ON WEDNESDAY. SHE SAID IF I WANTED IT DELIVERED SOONER THEN I HAD TO CALL THE 1800 NUMBER. WHEN I ASKED ABOUT THE SECOND PACKAGE THE WAS SUPPOSED TO BE ON THE TRUCK SHE SAID THAT SHE WILL CONTACT THE DRIVER TO FIND OUT WHERE HE WAS AND CLOSED THE DOOR. I CALLED THE 800 NUMBER AND I VENTED HAS *** AND THE CUSTOMER SERVICE LADY HAD THE GUTS TO TELL ME THAT I WOULD HAVE TO PAY SIX DOLLARS TO HAVE IT DELIVERED AT MY TIME. AFTER GOING OFF ON HER ABOUT THE SIX DOLLARS SHE ASKED ME TO SAY ON HOLD AND AFTER A FEW MINUTES HER MANAGER CAME ON THE PHONE. AFTER TELLING HER THE WHOLE STORY I DECIDED TO GO BACK INSIDE THE STORE, BUT GUESS WHAT IT WAS 8:02PM AND THE STORE WAS CLOSED. THE UPS EMPLOYEE INSIDE DID GUESTURE TO LET ME KNOW THAT THE STORE WAS CLOSED, BUT AFTER LITTLE BIT OF INSISTING HE LET ME IN. WHEN I WENT TO COUNTER AGAIN THE SAME EMPLOYEE WAS SITTING THERE AND WHEN I ASKED HIM ABOUT ME PACKAGE THAT WAS SUPPOSED TO BE ON THE TRUCK HE WAS NOT VERY HAPPY. HE AGAIN ASKED ME FOR THE TRACKING NUMBER FOR THE PACKAGE BUT I DIDNT HAVE IT SO THE CUSTOMER SERVICE LADY THAT I WAS ON THE PHONE WITH GAVE IT TO ME TO GIVE IT TO THE EMPLOYEE. SHE AKSED ME TO LET HER SPEAK TO THE EMPLOYEE AND WHEN I TOLD HIM THE FIRST TIME HE JUST IGNORED ME. WHEN I ASKED HIM THE SECOND TIME HE SAID "MAN I AM NOT DOING THIS". AFTER WAITING ANOTHER FIVE OR TEN MINUTES I WENT AND ASKED AGAIN ABOUT MY PACKAGE. THE MANAGER SAID THAT “IT’S RIGHT HERE". THIS WAS THE PACKAGE ON THE TRUCK THAT I GOT AT 8.15PM AND I STILL DON’T HAVE MY SECOND PACKAGE. THE WHOLE STORE EXPERIENCE FROM START TO THE END WAS HORRIBLE. I WAS MADE TO FEEL LIKE I WAS NOT IMPORTANT, I WAS GETTING SOMETHING FOR FREE AND I DIDNT HAVE A HOME TO GO TO. THESE WORDS CANNOT DESCRIBE MY ANGER AND FRUSTRATION. I WOULD NEVER USE UPS AFTER THIS EXPERIENCE. I WAS ON THE PHONE WITH THREE UPS EMPLOYEE AND EVERY ONE OF THEM GOT TO HEAR MY FRUSTRATION. UPS GOT MY MONEY THAT I PAID FOR THE PARCEL SO THE DECIDED NOT TO CARE ABOUT MY TIME AND INCONVENIENCE. AFTER ALL OF THIS I JUST HOPE TO GET MY PARCEL AND HOPEFULLY THEY WILL DELIVER IT AT THE TIME I REQUESTED. THE STORE MANAGER SAID THAT THE PARCEL WAS SOME WHERE ON THE CONVEYOR BELT AND I THOUGHT TO MY SELL HOW BIG COULD IT BE THAT THEY CAN NOT FIND A BOX WITH TWO TRACKING NUMBERS. EVEN IN AIRPORTS THEY CAN FIND YOUR BAG AFTER TWO HOURS. THIS BOX HAD TWO TRACKING NUMBERS AND THEY COULD NOT FIND IT. This is a consumer market and customer service is a key but I think UPS has missed this by a long way. I have had better services at USPS and I hope the government end this furlough so at least we can get better service there.
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1 comment
ciperformance
#764354

Yes, UPS does indeed have the worst customer service, and many others are finding this out or learning the hard way more and more each day.

Review
#451556 Review #451556 is a subjective opinion of poster.
My wife went into UPS Store #3508 in Manteca CA, the normal way she pushed it open, as she entered she noticed the store was closed, as she turned to leave the door wouldn't open. She then noticed this store had a emergency lock release for the door, so she pushed it,...
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5 comments
Nick1346
#727857

Ha ha ha! Very funny.

This is impossible. First off The UPS Stores are individually owned franchises. Secondly, what is your wife doing entering privately owned property when a business is closed?

And lastly, like the other person posted, almost all stores are in a retail stip mall, so they have deadbolts with handles for 24/7 mailbox holders. It is 100% impossible!!!

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Review
#451345 Review #451345 is a subjective opinion of poster.

UPS never picked up my boxes, but took the money from my credit card.

On July 27th I scheduled a pick up of 4 moving boxes from Germany to Ireland. Only later on I was told that UPS does not ship personal items. However, my boxes were never picked up but the money surely was. They deducted 189€ from my husbands credit card. We had to then go with a different company to ship my boxes. To this day we have not received our money back after having made numerous phone calls and emails to UPS. It has now been 2 months and we do not know what else we should do. I am pissed and feel robbed by UPS !!!
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1 comment
ciperformance
#764355

Very poor UPS service indeed, and further proof that they operate however they see fit. Did you ever get a resolution?

Review
#451003 Review #451003 is a subjective opinion of poster.
Loss
$200
Tags
  • robbed by ups

UPS damaged my package and then threw it away!

I got a call from UPS that my package was damaged in transit due to insufficient packing. They decided it was too damaged and threw it away! Can you say Liars! Maybe it wasn't packed perfectly but at least show the evidence! They refuse to offer a refund due to the insufficient packaging that was my fault. That's fine but at least show the evidence. I find it hard to believe the story being told to me, it seems more likely that they lost the package and wrote it off as damaged to avoid any refunds. This is bad business for UPS and I will not use them again if I can help it. May not hurt there overhead but I will certainly be vocal about it!
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2 comments
ciperformance
#764356

Almost exactly what happened to me, and I'm doing the same thing as you to get the word out to as many others as I can!!

Anonymous
#725557

Just what was in the box that was damaged?

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Review
#450870 Review #450870 is a subjective opinion of poster.
Loss
$25