I ordered an item from Amazon this past memorial weekend. I paid extra for expedited shipping.
The package showed up at my local ups warehouse on Wednesday. I have arrangements with my local ups to deliver to my neighbor who is always home (I live alone and am seldom home when ups comes). The driver (a substitute) did not do as the instructions indicated, instead he left a delivery notice. Today, the driver again did not do as the instructions stated, but left a delivery notice.
I called the 800 ups number....received a call back from Katie at my local ups, but was on the other line. Katie left a message saying that in order for me to have my delivery taken to the neighbor, there would have to be special arrangements...the driver wouldn't just know to do that. When she called back a couple hours later, I told her that I did in fact have "special arrangements" and my normal driver had recently shown me that any driver would see the notice to deliver to the neighbors house come up on the handheld computer upon delivery. Katie looked on her computer and realized that I was correct (Katie should have looked on her computer for this information before she ever called me).
Her only "solution" was to redeliver the next day (third attempt). I asked her if the roles were reversed, would she think this was an acceptable solution to the problem. After All, I had paid for expedited shipping and thru the drivers inattention to detail, my package was going to be 3 DAYS LATE! That's longer than the shipping was supposed to take in the first place.
Anyway, her answer was ambivalent...almost like it was my fault that the driver didn't look at his computer upon making a delivery attempt. Poor management and a poor customer service call by Katie. Is customer retention not important to ups? Are you such a big company, with such a corner on the delivery business that you don't need to worry about customer service?
I'm VERY disappointed.... I get several packages per week, but I think I'll be insisting on alternative carriers from now on.
Product or Service Mentioned: Ups Delivery Service.