Update by user Aug 08, 2017
First off, I want to apologize for the odd spacing/lack of spacing in my post, I swear it looked better as I was writing it. So out of desperation, I reached out to Nordstrom (company I had placed the order through) just to see if they had any tricks up their sleeve or some magical pull over other companies.
We'll see what happens tomorrow, but after being on their chat support for 40 minutes, they were somehow able to contact UPS on my behalf and arrange for an actual door delivery to my house.
I wish I had just reached out to Nordstrom sooner even though they are not the ones at fault here in the slightest bit. I guess they really are just that amazing.
Original review posted by user Aug 08, 2017
So on August 5, a Saturday, I got a notification that UPS had attended to deliver a package, but that no one was home. I thought that was funny as I had been home, in the living room, waiting for the delivery.
So I emailed UPS support explaining the situation: "I was home during the 'attempted' delivery. I don't believe the driver ever actually attempted though. Do you have any method in place to check if a driver actually attempted door delivery (vs just wanting to be off early on a Saturday)? FedEx leaves a slip on my door, so they have a system that shows proof of the driver actually coming to the door.
My floor plan is one giant space, it's easy to hear when someone even walks up to the door." On August 6, Sunday, here is the response I got: "Thank you for your e-mail and I am sorry that you did not received this package yet. I have checked the status of your package in our tracking system and you are correct, it shows that we made an attempt to deliver this package on 08/05/17 but no one was available to receive it. I would like to file a report to the local facility to make sure this won't happen again and to inform them that it is okay for you to deliver your package in the main office. Please confirm your complete address before I submit the message.
I am sorry that I am unable to assist you at this time, once I received your response, I will be more than happy to address the issue." What?! "but no one was available to receive it." I was there, the whole time! Driver never came, never tried, and not only was there someone there to receive it, there was 2 people home to receive it! The solution is not to have it delivered to the main office in the future, the solution is to even attempt the delivery in the first place!!!!
Oh my gosh so frustrating. So I replied with the following: "Thanks for he quick reply, my address is: xxxxxxx And just out of curiosity, if I had a door camera that showed no one attempted the delivery, would this process be any different?" This time I the response was much more prompt: "Thank you. I have forwarded your concern to the appropriate package facility for further assistance. You can expect a call by the end of day on Monday, 08/07/2017.
I will actually do the same thing is in case you can confirm to me that no driver came. It will just differ in the process of the local facility. Thank you for making us aware of the situation and allowing us to respond. I hope you will give us the opportunity to restore your faith in our service." So August 9, Monday, rolls around and I receive a phone call to inform me that my package will be delivered to a local access point ...
& here's the funny part, "for my convenience." Basically I'm pissed at this point, but I am trying to control my anger and not take it out on the rep calling, so as calmly as I can, I simply thank her for the call and confirm I can figure out where the local access point is. My poor husband, who has been having to hear me complain about this situation for the past few days, asks the rep if he can ask a question before we let her go. He brings up the fact that the delivery attempt was never made in the first place (since she didn't even acknowledge it) & asks what should be done about that in the future. She replies that it has been notated and she can see that the driver never scanned a slip.
So I am left to wonder why in the world I am having to go to an access point when they are paid a good amount to deliver it to my door. I know they are paid well, I used to work for UPS many years ago & I used to always stand up for them as a company when I would hear other people complaining. But at this point, I am set on just dealing with it and waiting for the delivery to get delivered to the access point so I can go out of my way to do what the driver should have done. So back on Saturday, after the first claim of attempted delivery failure, I had checked their website and it listed a deliver access point for future delivery on Monday.
Then on Monday, the website updated to show it couldn't be delivered to the access point and they would try the access point again on Tuesday. Why not just try my house.... as I have been here the WHOLE TIME... but that's okay, I will now wait until Tuesday, not a big deal, still trying to keep my cool.
Then on Tuesday, another failed attempt at the UPS access point. It's their designated access point, what the ***!?!?!! So I email them again: "The delivery of this package is getting out of hand. The first delivery attempt was never really made.
Then I was told that for my 'convenience' it would be delivered elsewhere. I've now gotten this the past 2 days: 'Unable to deliver to UPS Access Point; will reattempt delivery to UPS Access Point the next business day'." Now here is the best part, their response: "Thank you for your email. I completely understand your concern regarding the delivery of your shipment. Our records indicate that your package was unable to be deliver today at the access point.
Consequently it will be delivered tomorrow and held during 7 calendar days at the following location: 2126 E VICTORY DR SAVANNAH, GA 31404 Open from: Monday - Friday 8:00AM 6:30PM Saturday 10:00AM 4:00PM Please note that a government issued photo ID is required at the time of pick up. For security reasons, the name and address on the ID should match the name and address on the package. I am truly sorry for the inconvenience the delivery has caused." ...I live in California. So the driver lied, the customer service reps don't acknowledge that he lied until I inquire about what could be done differently if I had a camera showing proof.
Then they fail for to deliver to their own access point multiple times and tell me I now have 7 days to pick it up in Georgia. Wonderful.
I no longer respect your company that I have spent more than a decade defending to other people. Thank you.
Product or Service Mentioned: Ups Vehicle Driver.
Reason of review: Problem with delivery.
Preferred solution: Simply hold your drivers accountable. There are far too many other union employees that would gladly take their job so they can have every Saturday off in the future..