I have never in my life wrote a public complaint about anyone or any company but this situation with UPS is so ridiculous that I had to post about it. I sent a package valued at $700 from Florence MS to New York New York on August 22, 2016 and had it fully insured. The package arrived on August 26, 2016 DAMAGED.
I made my first call to UPS on August 27 which is a Saturday that is when my customer let me know the item was broken. The UPS rep placed a damage tag on the tracking number and said someone would call me Monday morning to take down all the information. I called UPS Monday morning August 29 at 8:30AM and I was assured UPS would pick the package up for inspection the following day TUESDAY August 30. UPS never showed up so I called that night and was told they couldn't find the very same place where they had just recently delivered the package, but since I gave them the correct information they would pick it up the next day, WEDNESDAY August 31.
They never showed up on Wednesday so I once again called and was given no explanation why they missed a second pick up but was guaranteed they would get it the next day. THURSDAY comes and goes and UPS misses another pick up so I called again. I am told again that they will get it the next day FRIDAY. Friday comes and goes and guess what?
They did NOT pick up the package AGAIN. There was no attempt to pick up the package on Saturday either. Finally after NUMEROUS calls the package was picked up on TUESDAY September 6th. I was told that the inspection would take 24-48 hours to complete and they would contact me.
I called every day trying to get info on the package and finally on Monday night September 12 I was told my claim was denied because I didn't pack it correctly. I send out 10-20 packages EVERYDAY except Sunday and I know how to pack items. In all my years of shipping this is only the second item I have ever had arrive damaged. In fact I used an insane amount of bubble wrap on this particular package.
During this time I was supposed to receive call backs from 7 different UPS agents and not a single one of them EVER called me back. I had an agent named Jackie in New York yell at me, talk over me, refuse to give me her supervisors name, and then hang up in my face. This is the kind of person UPS has working in customer service? Someone should pull the recording of that call!
(September 6 Tuesday 11:25AM CST New York Call Center). UPS charged me $117.76 to ship a package with insurance that they broke and then denied that they were responsible. UPS is even refusing to give me back my shipping and insurance money! How crazy is it to charge someone for insurance, break their package, refuse to pay for it, and keep the insurance money!?
What? Starting on August 27th through today September 13th I have placed 27 calls to UPS, talked with 36 different UPS agents, and spent a total of 9 1/2 hours on the phone and on hold with UPS and still have no resolution to my damaged package. I even have UPS agents calling me asking if I have the package. They don't even know where it is!
Not one single agent I have spoken with at UPS has done what they said they would do, and not one single agent has helped me! I have been shipping things for 25 years and I have never seen such unorganized chaos in all my life! I will never again use UPS for any type of delivery and I recommend that no one else use them either if you want your package delivered on time and not damaged. There is so much more to this story and so many calls that I didn't detail here but I did take 6 pages of notes and names during this process.
I also reported Jackie in New York to an outside reporting agency for her horribly unprofessional behavior. I never expected a large company like UPS to treat someone so wrong and not care one bit.
There are also no phone numbers available that I could find to actually talk to someone in charge that could work on these issues. I'm writing this to post everywhere I can find on the internet so that others don't get abused and run over by a company like UPS!
1ZDT4K050320007617 Here is the tracking number so Look and see for yourself!
Product or Service Mentioned: Ups Delivery Service.
Reason of review: Bad quality.
Monetary Loss: $818.
Preferred solution: Full refund.
UPS Cons: Customer service reps.