1201 E Upas Ave, McAllen, TX 78501, USA
Not resolved

I purchased a MacBook Pro from Apple Store Canada and expected to receive the computer by the end of July.

The delivery date got pushed into August as indicated by UPS tracking. Knowing that my family was going overseas on vacation I phoned UBS on August 1st and requested an August 13th delivery date. I was told that there was a fee to change this delivery date and I provided my credit card to pay the fee. I then requested an email to verify that the change request had been acknowledged. I was told that it was not policy to send such a confirmation email. I asked for a receipt for the payment and again was told by the UBS representative that my credit card statement would act as my receipt. I asked to speak to a supervisor and was told that no supervisor was available. I was told to simply check on UPS tracking.

Needless to say, UBS tracking did not change to reflect my request.

I then started to receive emails that a delivery attempt had been made and that the item would be returned after 5 days from the first delivery attempt.

Again, I called UBS (This time from Barbados) to request an August 13th delivery, with similar results as before.

We returned from vacation over the weekend but today August 13th not only did UPS not deliver the package but All tracking information had disappeared.

I contacted Apple to inform them that I had not received the laptop and Apple is now sending another MacBook Pro with an expected delivery date of August 23rd.

This is extremely poor service by UPS. The staff at UPS involved with my requests are poorly trained and are dishonest as they never processed my request but on both occasions told me that they had.

This UPS service and experience is simply not fit for purpose.

Product or Service Mentioned: Ups Delivery Service.

Reason of review: Poor customer service.

Preferred solution: The company should provide email feedback of change requests and employees should be monitored (taped phones etc.) to ensure compliance..

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