Not resolved
Customer service
Tracking Tool
Turnaround Time

After a package didn't arrive on time, customer had to actively find out the status because UPS would not notify a loss. Although the local office staff verbally confirmed the package was lost, the status was never changed to reflect that, because they NEEDED the package to change status.

So no package meant no status change. At the same time, the estimated delivery date automatically updated to current day EVERYDAY after it's lost. Because the status said it would be delivered "today", a lost claim could not be filed. The system kept doing this everyday.

Result: customer would never receive the package, shipper would never file a lost claim and shipper would not replace the shipment because it was still "in transit".

This practice is obviously designed to prevent customers from filing a lost claim when it is lost. Really need a class action lawsuit to correct it.

Reason of review: Bad policy regarding lost package.

Monetary Loss: $945.

Preferred solution: Change policy to 1) Monitor package to identify loss in transit. 2) Proactively notify customer about the lost status. 3) Do NOT change delivery date to falsely represent the status of a lost package..

I liked: Tracking tool.

I didn't like: Tracking tool faking delivery date.

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