I ordered 700 pounds of steel strapping from a company in Pennsylvania. They palleted my purchase and sent it westward via UPS Freight. When it seemed my shipment was overdue, I checked the status of it with my UPS Freight Pro Number.
Hmmm. Why was my freight sitting in Denver--for four days--instead of being on its way to Billings, Montana?
I contacted UPS Freight by telephone, and spoke to a girl who sounded, professionally, about 16. She said she would look into the matter and get back to me in 24 hours. When I did not hear from UPS Freight within the promised time, I called again and spoke to a young black gentleman whose Ebonics was well-perfected. (Why do companies hire people whose job it is to communicate in English, for whom English is clearly a challenge?) He said it was time for me to file request for a lost shipment (no kidding?), which I did.
I lost track of my various other phone calls, always initiated by me, but I do know that I eventually got an email that said someone named "Nick" in Denver saw my freight on a dock, and that it would leave that night for Billings. So, with renewed optimism, I checked my freight's status two days later to find...
Still in Denver, expected to arrive in Billings 7 days ago.
After a couple more telephone and email exchanges I was told that my freight seemed to be misplaced and that I should file a claim. The form arrived by email, with the proviso that I could not return it by email, but only by fax or USPS.
Three or four weeks later I received a check for my lost freight. No apology for either UPS Freight's incompetence or the run-around.
My shipper assured me that UPS Freight is generally reliable. Good for him and anyone else who agrees. I only know that losing, then finding, then losing a 700-pound package--and seeming not to care--takes a special brand of incompetence.