United Parcel Service, Inc. UPS Complaint

Pissed is not profanity

Reviewed by wbink1500
Complaint

Dear UPS:

I received message from UPS (5/4 @ 12:13 pm) that I was to receive a package on 5/5 (no window) someone needed to be home for a signature. I cancelled all my appts for Tuesday and stayed home from work. At approximately 1:30 pm, I used the bathroom, just feet from the front door. When I came out, I noticed a slip stuck to the outside of the door window. I was in there for less than 30 seconds and my dog did not even bark who was sleeping on the floor in another adjacent room. I immediately contacted UPS and requested that the driver redeliver.

UPS called back two hours later to state that the driver had not called in. I voiced my obvious displeasure about having to stay home a second day. I was told that there was nothing that could be done. The driver was not near the delivery point.

The slip stated that the driver was going to re-attempt delivery the following day. Once again I stayed home from work to “sign” for the package. I waited and waited and waited. No package. I contacted UPS to see where my package was. I was told that “the package was on hold” and needed to be picked up at the facility. Why? The person at UPS told me that I had placed the package on HOLD at the FACILITY. I can tell you most emphatically that I did NOT! Why would I stay home waiting for it a 2nd time if I was going to pick it up. It would have better influenced my day, if it were that way.

Where was the facility? I got directions and planned on making it out the following day. Thursday, I drove down Rt. 300 from Newburgh and could not find the facility. There was NO SIGN from Rt. 300 and when I turned down Wembly Rd. I was unable to get to the facility on Friday, due to road construction that left me on Rt. 84 for about an hour. I went home too late to pick up anything.

Monday at approximately 2:45 p.m. I finally found the facility after stopping three times on the side of the road to ask directions to UPS. Shouldn’t there be a sign? There was no indication that I had to drive down the bowels of the universe to get to a facility where the sign is barely visible to an over 40 female. I was shocked to find that the facility closed from 12 - 4 pm. I immediately got on the phone with UPS to again voice my displeasure. After explaining the reference above situation, I was told that someone would contact me within the hour.

At 3:53 pm a less than cordial KEN contacted me to state that there was a package at their facility for 98 Lattintown Rd. He (KEN) was calling to clear up problem with delivery. I expressed my displeasure to KEN about having stayed home two days from work, not being able to find the facility and wondered why why why was I required to pick up the package when I have never had to do this before? KEN was not inclined to hear any of my complaining. Nor did he care one bit about the two days I stayed home “on alert”, I might add, for a package that was for my son. Then through no direction from me the package goes on “hold” at the facility. I was told by KEN that I was the only person who had the authority to do that. I DID NOT DO THAT. Ken continued to talk over me in a tone I felt less than customer service worthy. He wouldn’t listen. I asked to speak to a Supervisor and KEN told me “absolutely not”. I told KEN that I was getting a bit “Pissed” at the level of care the situation was getting. I really can’t afford to stay home another day. At this point, I felt like someone at UPS was trying to screw with me. My husband did work for UPS for 15 years. I asked to speak to a Supervisor again. KEN said “this conversation is over” as I had used profanity and he hung up on me.

I called UPS back and asked to speak to a Supervisor. KEN asked, “is this Mrs. Warburton”? I answered “yes”. Ken told me that he was not going to let me talk to a Supervisor. I then stated that I was not only pissed but I was F****** pissed and that if he was smart he would get a supervisor on the phone so that I could deal with an intelligent human being. KEN said “NO”.

Keep in mind that there is a package that I have no idea how I am going to get due to driver and facility error. It seems that every time I try to either facilitate UPS to delivery they don’t arrive. Every time I try to find the facility it is closed or I can’t find it. Doesn’t sound too good about getting this package.

I called my husband, who worked for UPS for 15 years, and told him what was going on. Chuck said, “let me call” (as he didn’t want anyone to get into trouble unnecessarily). I gave him the number (845-562-2652) and waited to hear back from him. Chuck called back about fifteen minutes later to tell me that “KEN is an asshole“. Chuck said he asked KEN if he could speak to a Supervisor several times. Chuck was told the following: “the Supervisor is sitting right there next to me“, and that “there is no Supervisor on duty at this time“, and that “when there was a Supervisor available that they will get back to you“. Chuck told KEN that his wife, was going to file a complaint. He, Chuck, was trying to stop that. KEN then said “Your wife is OFF THE WALL” and that we should probably wait for delivery before making a complaint.

I don’t know UPS. Sounds like I may not get my package.

Pissed is not profanity.

-J Warburton

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