UPS
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Category: Services
Contact Information
El Paso, Texas, United States
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UPS Reviews
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Nebah
June 10, 2010
Theft, Damage, Intimidation upon complaint, Lack of Ethics, Lack of Oversight
So... after having package exchange parties with the neighbors and finding out how many packages were "lost" or otherwise misappropriated, then how many damaged after complaints, how night and day from the neighborhood next door and down the highway with a different driver, we started to watch. And film. We chose anchor properties to watch and record and take the time to call and complain to UPS. This is after a few of us heard about and then witnessed intimidation by the driver of elderly and women. Don't forget, they know where you live, who lives with you, where you used to live and when you move, they will know that too. That point was made to a young female neighbor by the driver.
The problem is that UPS drops the complaints from national customer service back down to the local distribution place and people creating the problem. So what customers get is more "lost" and "damaged" packages. And worse. We've seen drivers run without even ringing, sticking notices without packages in hand to deliver, witing out the notice before ringing the bell or knocking on the door, or announcing their arrival in any way. We've seen them punching another dent or hole in the box, kicking it out of the truck. No really, like mega soccer. The "lost' packages are never traced. That person is "on vacation/sick/being replaced. Can you give me that information again? We haven't heard from the shipper. Well, the shipper has to contact us again. We can't give you that infomation. We have no notes. I'm sorry, too much time has passed for us to do anything about that."
The single point of contact at corporate is only good if you have two hours or so to wade through transfers and can keep your cool long enough to get close, because the number they gave you doesn't ring through anymore. So... your complaint will be bounced back down to the point of problem origin again, where people will be complacent to rude and remain inneficient and unethical. Get your video cam out.
The only way this is going to get less worse is if we document it and file a class action with the media involved. When I get my new PC and download photos, I may figure out how to make photos of the videos and post them, but I am concerned about retaliation by them. I've heard some pretty ugly stories and seen enough to know they are true.
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George
June 4, 2010
Bad service
I purchased an antique painting from Kevin Stone Antiques at 3420 Magazine St, New Orleans, for $2240. Mr. Stone took the painting to UPS Store #4134; their job was to pack and ship it to me in Belvedere, CA. UPS guarantees that the item will arrive in good condition when they do the packing, and that was the case here.
UPS billed my credit card $250.31 on 2/12/10 for the packing, the box, and the shipping. The painting arrived with many instances of damage to the frame, and one instance of damage to the painting itself. Many fragments of the gold paint from the frame were found loose inside the box after it arrived.
I contacted Laurie at the UPS Store in New Orleans and told her about the damage. She took my claim information and asked me for a copy of my purchase invoice for the painting, which I faxed to her. Subsequently, I was contacted by UPS in Northern California about the claim. I emailed numerous digital photos of the painting, showing the damage, to UPS-Northern California. Thereafter, when I asked UPS-Northern California for a resolution to the matter, they said I would have to look to the UPS Store that did the shipping for satisfaction.
After sending the photos (approx. 12 photos in all) I left two messages for Laurie at UPS Store #4134, on March 30th and April 2nd. She did not return either of my calls. On April 28th, I filed a complaint with BBB-Greater New Orleans. BBB has informed me that UPS Store #4134 did not provide any response to the complaint and their deadline for responding has expired.
UPS is a worldwide company and it is because of the corporate reputation that I placed faith in their guarantee and used their service for this shipment.
Since UPS Store #4134 has not honored their commitment, UPS World Headquarters needs to step up to the plate and make good on their company's guarantee. I have been charged $700.00 for having the painting and frame repaired. I have disputed the $250.31 that I paid for the shipping and packing on my credit card; this leaves a net amount of $449.69 that I am due from UPS. I have filed a complaint with BBB-Greater Atlanta and am awaiting restitution.
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IngJ52
June 2, 2010
Impossible to correct address error
I ordered a package from a merchant and they got the zip code and thus the city wrong on my order. In tracking the package, I noticed the error and called UPS. They said they could do nothing unless the merchant called. Since it was after hours for the merchant I checked the tracking info again and saw that the driver found the address was non-existent (in the wrong city) and they were attempting to contact the recipient (me) to get a valid address. I called UPS again and they said i would have to wait until I received a post card from them at the address they had in order to correct the address on the package. Ummm... are they complete idiots? How can I get mail at the wrong address? So now I have to wait until the merchant gets in and changes the address... this is a total FAIL on the merchant's (Staples.com), their vendor (COSTCO.TSA), and the shipper (UPS)... three idiots! Never again... Office Depot, and FedEx, here I come.
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Michele N.
May 29, 2010
Claim for Damage
I am so frustrated with UPS!!! I submitted a claim for damage for a very expensive Elektra Espresso Machine last November. I had the item packed and shipped by my local UPS store to be sent to a specialty shop in NY for cleaning and maintenance. The item arrived there no problem and was serviced and sent back to me. Upon receipt the item was significantly damaged. It was bent over by at least 2 inches. I submitted a claim/complaint with UPS and they came and picked it up. They then sent it back to NY to 1st line equipment (the company that did the maintenance in the first place). It has been more than 7 months and UPS won't talk to me OR 1st line (see their latest note to me below). I don't know what to do. I've also submitted a complaint with the FTC. here is an example of the communications with UPS... HELP!!!
Dear Michele,
Thank you for your letter. I have reviewed the details regarding the package with the tracking number 1ZA6R3374245304649. Our records indicate that there is a claim on file for this shipment. Unfortunately, I am unable to provide claim information to a receiver or third party. UPS finalizes all claims with the shipper. For information about this claim, please contact the person or company who shipped your package with the tracking number provided.
We recommend that you have 1st-Line Equipment LLC contact us directly if they have questions regarding the claim. We will be happy to further assist at that time.
I understand your frustration, and I am sorry for the difficulties you have experienced in resolving this matter.
Please contact us if you need any additional assistance.
Lisa T.
UPS Customer Service
UPS now has a new app that lets you Track, Ship, Find Locations and obtain rate quotes directly from your smartphone. Go to m.ups.com or visit ups.com to learn about Apple and BlackBerry device-specific applications.
Customer 02/09/2010 04:00 PM
TrackingNumber:1Za6r3374245304649
ClaimNumber:
AccountNumber:
Comments:Beyond Frustrated!
To CEO D. Scott Davis and To Whom It May Concern,
I would like your help. I am very unhappy UPS customer. I appear to be stuck in UPS’ claims response process to a damaged package claim that was initiated in the late fall of 2009.
I shipped an Elektra Espresso Maker (~ $2500.00 in value) to a maintenance company in New Jersey (1st Line Equipment) for its annual cleaning and tuning. When I received the item back (in early November) it appeared to have been dropped during shipping as the machine was significantly bent over. I immediately contacted the UPS store that I shipped it through and talked to the owner Keith. Keith assured me that he would initiate the claims process and arrange for the machine to be picked up and taken for claims processing. I’ve basically been stuck in this process ever since. It’s been more than 4 months of back and forth between The UPS Store, 1st Line Equipment (Repair Company) and me. I feel I’ve done my best to follow UPS’ claims process as requested to no avail. I’ve complied with every request. I’ve sent photo’s I took of the damage to the machine when I received it. I worked with 1st Line to have them send the photo’s they had of the machine when they received it. I also worked with 1st Line for a quote (at UPS request) for what it would take to repair it (more than $1900.00).
I feel as though I’ve been caught in a bureaucratic sea of red tape, double talk and excuses. Including ending up with the item being shipped back to 1st Line repair in New Jersey after the claim was initially denied and then re-opened by the UPS store owner as the claims processing company had wrong information on the actual weight of the item.
Lastly, no one from UPS claims has ever directly contacted me. All of my contact on this issue has been through the UPS store manager. Today he basically threw his hands up in despair and told me to go online and try and escalate the problem. I’m frankly disappointed by how poorly this has been handled.
Shipping Details -
Item weighed approximately 40lbs and was packed in a 200# box by UPS with pop paper and bubble wrap.
Claims Information (from the UPS website)
Status:
Package Inspection/Investigation Complete
Tracking Number:
1ZA6R3374245304649
Claim Type:
Damaged Package
Merchandise Detail(s):
1 EPRESSO MACHINE
UPS Store Information:
Store Manager - Keith
24165 W IH 10
SAN ANTONIO, TX 78257
Who can I talk to, to have this issue quickly resolved?
Michele Nievaard
430 Cypress Trail
San Antonio, Texas 78256
210-913-1610
Name:Michele Nievaard
Phone:210-913-1610
Email: [email protected] |
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Dillon
May 28, 2010
Never received my package
So I sent a package to my friend via a UPS authorized shipper. They require signature but my friend works; they tried to deliver it 3 times and of course this was all in afternoon so they were all rejected because of the lack of signature.
Here's the kicker: My friend even wrote a NOTE saying "please leave by the doorstep" with her signature and they fail to honor this. I don't know what to do any more, I am at my wit's end. I tried calling customer support but they do not have a live person who can help me. The package is now being returned to shipper, and it had cost me $20 to ship it. If anybody has any ideas, PLEASE HELP ME!
For what it's worth, I am using USPS or FedEx from now on. They have a live number I can call.
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Takemehome
May 27, 2010
I had to drive 22 miles round trip to get my package
Sure I live on a dirt road, BUT, 90% of the time it is passable. I got a "postcard" saying UPS had a package for me but they would not deliver because of road conditions. I called and said my roads were fine. The 1-800 number took my statement and called Flagstaff, Az. where my package was. I received the card on 2-4-10. Flagstaff called and said they tried to deliver 4 times and the card said they received the package on 2-2-10. I said the roads were fine and would they please deliver to me on the 5th. The woman said, "NO" very loudly. She said the driver didn't have to deliver if he considered the roads impassible..I said I understood but the roads were fine. The next day I saw the UPS truck come right by my house and do a U-Turn and leave. I called the 1-800 # and they said the packgage was delivered to the Texaco station. I told them I had just seen him at 4:05 PM at my house. They noted it and said they would have Flagstaff call me. Flagstaff never did and I had to drive 22 miles round trip to get my package...Why?
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My fairness is running out
May 12, 2010
Job on-call
I worked at UPS now for about five months. Things stared to get slow. So they put me on-call. Now, I oncall, dont they call you when needed?? That is what i thought. I was looking threw job finders and found my job!!?!?!? I like to know how i could be on call, and not get called to fill my own shoes??!?!??? I never got a call to even say they where not taking me back!!!
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Zoo9guy
May 12, 2010
Lousy Shipping Service
I have had several shipments misplaced, rerouted or just plain lost for a while! Fed EX is like the sunrising in the morning, UPS is like going to the casino and hoping the package makes it! What happened to the big Brown? They used to be real dependable, now when a vendor says they a shipping something UPS, I cringe! Get it together UPS, I'll be shipping FED EX or GASP... USPS
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epez83
May 5, 2010
Unreasonable shipping times
I can't stand the inefficiencies and rigid shipping procedures of UPS. They're not customer service orientated at all. I live in a dense urban environment (Harlem-NYC) where packages can’t be left at my doorstep. I had a roommate who agreed to lookout for a package due on a Monday while I was at work. However, the apartment number was missing on a package, and I was able to see this "Exception" added to the online tracking page. It was within the hour of the Exception being added, so I called the Bronx shipping center real quick and tried giving them the apt. number so I could hopefully catch the driver while he was in the neighborhood. No dice...the SENDER has to alter the address. Fair enough, since this is probably to prevent fraudulent activity.
So I have the sender contact them immediately after calling, again, to hopefully catch the driver before it was too late. However, they were told that UPS "won't do same-day redelivery attempts" and that the package would be scheduled for tomorrow, even though the driver was still close by! They offered to hold it for pick-up, but it's a 119 lb. package so I simply couldn't do that.
I work a full time job, and tomorrow was no good since no one would be here. Complicating things even more, they refuse to give a time period any narrower than 9am to 7pm (all day), and they wouldn’t let me reschedule the package for Saturday delivery since it was sent out via UPS Ground, which only operates during weekdays.
I told them I wasn’t going to be home on Tuesday, but that Wednesday would be better. They said they'd have to make an attempt tomorrow regardless (Tuesday) and if no one is home, they'll try again Wednesday! But I'm sitting here TELLING you that no one will be there Tuesday. "I'm sorry sir, that's our policy."
So because of a missing apartment number, which could have been checked and corrected before it ever became a problem, I have to miss an entire day of work because they have such a huge window for delivery times. 9am to 7pm! And if you don’t schedule delivery times, why are there narrower window periods on your “sorry we missed you” slips?!
Here's a clue: why not try delivering packages when people are actually going to be HOME? Or at least offer that option for an additional fee?! And how about letting customers arrange for Saturday deliveries? Even if it’s for an additional fee, I’m sure this is better than having to miss a day of work. It’s infuriating.
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Jeff L
May 4, 2010
Delivery Service
UPS couldn't deliver a package if the address was right next door to them. One time before the Christmas holidays, i ordered a electric guitar to be delivered to my house. Funny thing, It wound up being shipped to a bank just a few blocks from my house. After finding out where my package was sent, i called the bank's mail room dept who denied ever signing for a package even though Ups did confirm it was delivered to that specific bank. I know for sure someone at the bank did receive it and kept it for himself (early Christmas gift i guess). My friends, This is only one of many horrific encounters I've had with UPS and i wanted to share this experience with you. I have more respect for the US Postal system than any self righteous corporate shipping company on this planet. At least USPO knows how to find an address correctly. UPS SUCKS!!!
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