I paid for two day shipping on December 16 through a UPS store so that Christmas packages could be delivered timely to my family in Georgia. As I monitored their website, I could see that there was an issue.
I called and spoke with someone who assured me the package was out for delivery. The next day, I called again and spoke with someone who claimed to be a supervisor and was assured that the package would be delivered on December 24th as UPS was working. Nothing delivered. On the 26th, I called again and asked to speak to a Supervisor - this person told me that they had no record of my speaking with a supervisor and should never have been told that the package was delivered on the 24th.
I was told that the package would be delivered the next day and that the supervisor would follow up with - neither happened. On the 27th, I called and was told that there appeared to be an issue with the address so we gave them the address again - and again, was told it would be delivered the next day. On the 29th, I called and asked that the package be returned to me so I could send it out via FEDEX to another address as obviously UPS had issues. After speaking with yet another "supervisor", I was told the package would be delivered on Tuesday, January 2nd to my home in Fort Lauderdale.
That same night, I received a call from UPS who said that they were trying to deliver and left a phone message for the recipient who returned the call but left my number as his own. None of this happened - I explained that I spoke earlier in the day to a UPS supervisor who assured me that the package would be returned to me in Fort Lauderdale on the 2nd. On January 3, I received a phone call from someone who said that the package was lost...when I called UPS, at first, they said that they were holding the package. It was only after I had them listen to the voice mail that they agreed that the package was lost and an investigation needed to be opened.
To add insult to injury, because I shipped from the UPS store instead of directly dropping the package, UPS requires me to get all future updates through the UPS store. On December 18th, I sent yet another package via overnight, given directly to a UPS driver in my building. This package was headed to the same address in Georgia. On December 19th, the package was in Philadelphia!
This "overnight" package was delivered on December 26th to the front - the front door turned out to be a gate post a 1/4 mile from the front door and the package was left in the rain. Again, no one has offered to refund my money for the overnight package or apologized for the inconvenience. I get that it was the holiday season and they were overwhelmed but there is no excuse for lying, making false promises and outright incompetence. Up until I told UPS today that I had not yet received an apology or an offer to be refunded did I at least get a half as**d, "I'm sorry on behalf of UPS".
I know from my own family's experience that I was not the only one having issues with UPS. I also know that none of them received apologies or a refund of services. Just how many Christmas mornings were ruined because of their inability to do their job? But do lie on top of it is a truly disgraceful handling of customer service.
On another note, the United States Postal Service priority mail worked like a charm.
What does that say about UPS level of service? Beaten by the USPS, my how the mighty Big Brown has fallen.
Product or Service Mentioned: Ups Two Day Delivery Service.
Reason of review: Poor customer service.
Monetary Loss: $1000.
Preferred solution: Deliver product or service ordered.
I liked: Big brown used to be a good company, When package is delivered on time.
I didn't like: Anything about my experience, Ups customer service.