I contacted UPS to ask about the status of my package and was told they cannot locate the item at all. The last scan showed an arrival at Chelmsford, MA location as ARRIVAL and hasnt updated since.
I called the location direct and they said I couldnt pick the package up at the location as it was coming of in pallets (yesterday), but that it is still scheduled to be delivered today. He made no note that the package is showing as potentially lost and that he couldnt do a single thing for me. I patiently waited for an update on the item as it still shows as IN TRANSIT and being DELIVERED TODAY between 12-4pm. No updates have happened since then.
I know USPS can contact the driver directly and verify that the package is on board and out for delivery. After speaking with three different reps and a supervisor I was told that I have to contact my shipper and have them start a trace on the package and they will open an investigation on the unit but ONLY AFTER 8PM when the package is supposed to be delivered. The rep and her supervisor both said they lost the package and can't locate it and ALSO CANNOT CONTACT THE DRIVER UNTIL AFTER 8PM tonight. WHAT!?
You can't have dispatch reach out to verify if it is on board the truck and just not scanned in?
The investigation itself will take up to 8 business days. This is a terrible system and based off this poor experience I will never use this company again.
Reason of review: Poor customer service.
Monetary Loss: $200.
Preferred solution: Full refund.