ast week I ordered a Valentines Day gift for my wife second day air, to be delivered Friday, the 12th of February. I tracked it's progress across to the Baltimore area and was thrilled to see that it was scanned "Out for delivery" bright and early Friday morning. I don't think I have to explain my confusion when I arrived home that night and the package was nowhere to be found. Confused I pulled up the package's history. At around noon that Friday it was designated an "exception" and "Delivery appointment scheduled". What? Huh? I call the UPS customer service number to find out what all this meant and what was going on. I was on hold. For an hour. I wish I was exaggerating. That's an hour of my life I'll never have back. I finally got to speak to "Pat" who although was a little short (I hesitate to use rude, but she was certainly pushing it) assured me that "bottom line" my package would be there Saturday.
Okay. Fine. We had a bit of bad weather this week (Wednesday was brutal, but by Thursday anything resembling a major road was back open in the BWI metro area) so I can certainly appreciate that there might be slow down. Saturday I went off to work looking forward to surprising my wife that night with her gift.
I think you can guess what happened. No package Saturday, either. I called customer service again and spoke to "Chris" (after only a 45 minute wait this time), asking what was going on and explaining that I had been promised the package would arrive that day. He was shocked that I had been given that information, saying that the item would be delayed until Monday. Annoyed, I asked to speak to his supervisor. "Jacob" got on the phone, and told me much of the same information. Packages delayed, bad weather, etc. But it would be there Monday. Very annoyed, but accepting there was nothing that Chris, Jacob, or I could do about it I hung up and groveled like a good husband. The gift would still be there Monday, right?
Wrong. Monday is here, and there is no package. But that isn't even the best part. I called customer service AGAIN and spoke to "Beth" (only about ten minutes on hold this time...not bad, really). I told Beth the whole story, and that I wanted to speak to someone who knew where the heck my package was, and what was going on. She told me she was sending a "priority message" to the distribution center, and promised that I would hear back from someone within the hour. That was four hours ago. My cell phone lies dormant on its charger. After waiting ninety minutes I called the customer service center yet again (I'm considering adding you folks to my speed dial list). I immediately asked to be connected to supervisor, and spoke to someone whose name I couldn't catch (my phone chose the wrong moment to crackle). I ran down (again) what was going on and expressed my sincere desire to know where in the world my package was, and when I could expect it. She could only tell me what was already available on my computer screen, but offered to have the distribution center call me. I explained that, as I had already said, there was already a message for them to call me so that was an unacceptable resolution. As she clearly wasn't sure what to do I reminded her that I had been given bad information twice, had already had a promise broken, and was willing to hold as long as needed until she could find someone who could make all this right and get me my package tomorrow morning before I had to be at work. I was put on hold for a few minutes and "Andrea" picked up the line, identifying herself as a supervisor.
Wait. What? Wasn't I already speaking to a supervisor? "Well you're speaking to a supervisor now, how can I help you?" Great. So all that time spent with "Beth" was a waste. Soldiering on in the hope that Andrea could fix this, I explained the events of the past couple days. Yet again (I think I'm going to hire the kid across the street to memorize it all for when I have to call again in a day or two). I was politely but firmly told that there was no more information to give beyond what I already had. Again I explained that I was perfectly willing to wait until she could find someone to make this right. I was on hold for another ten minutes or so (to her credit, she did check in now and again to let me know she was working on the issue) while she called the distribution center herself. Eventually she got back to me, saying that the distribution center told her that it would be delivered Wednesday but the truck that my package was on wasn't even unloaded yet so they had no idea when it would go out.
Again. Wait...what? Is it arriving Wednesday or a date to be named later? Why was it designated "out for delivery" if it hadn't even been unloaded yet? Andrea couldn't answer these questions. Fine. I asked for the name and phone number of her manager, so I could discuss the situation with him or her. And by situation I mean given bad information twice (with no apology for any of it, by the by), not being called as promised, asking to be connected with a supervisor and just being connected to another call center rep, and, well, and explanation as to why after a couple days of bad snow it was apparently going to take SIX days to unload a truck of priority air shipments.
Andrea refused to give me that information. Exasperated I said that was fine, but I would expect a call tomorrow morning no later than 10:00 am. That was impossible, I was told. No manager gets in until the afternoon. This was a night crew that I was speaking to. Okay, fine. I'll speak with the morning manager there. It doesn't make any real difference I don't think. That was impossible, there wasn't any. Really, Andrea? Nowhere in the company there wasn't someone who could call me on my time to try and make all this right (or at least hear me out)? Somehow, for some reason, I find this truly hard to believe. And you'll forgive me if, after the experience I had tonight, I'm not holding my breath waiting for that call tomorrow. I'll be floored if I do get it.
So I have to ask you fine folks a question. After all this would you blame anyone for never shipping anything via UPS ever again, never having a product shipped to you via UPS ever again, or saying a good word about UPS to anyone ever again? I think most rational people wouldn't hesitate to say "No".