Monday June 20, 2011
When I came in Monday morning, Penny informed me that she called the person receiving the package and was told that they hadn’t received it yet. It was the day after Father’s day, so the package did not arrive on time. I called UPS and spoke to another woman whose name I did not understand, though I asked her to repeat it a few times. I explained the above situation to her, and that the package was supposed to arrive no later than Friday June 17th. She asked for the tracking number, which I gave her, and after a few moments, she told me that the package wasn’t even scheduled to arrive until Wednesday June 22nd. I was shocked, and asked her why this was the case. She, very abruptly, told me that I had used Standard, which could take up to a week to arrive. I reiterated that I had been told the package would arrive no later than Friday June 17th, and that I had told the lady that had handled the shipping that it had to be there before Father’s Day. The agent apologized for the “inconvenience”, but repeated that Standard shipping can take up to a week to arrive, and therefore the package was not technically late.
When I came in Monday morning, Penny informed me that she called the person receiving the package and was told that they hadn’t received it yet. It was the day after Father’s day, so the package did not arrive on time. I called UPS and spoke to another woman whose name I did not understand, though I asked her to repeat it a few times. I explained the above situation to her, and that the package was supposed to arrive no later than Friday June 17th. She asked for the tracking number, which I gave her, and after a few moments, she told me that the package wasn’t even scheduled to arrive until Wednesday June 22nd. I was shocked, and asked her why this was the case. She, very abruptly, told me that I had used Standard, which could take up to a week to arrive. I reiterated that I had been told the package would arrive no later than Friday June 17th, and that I had told the lady that had handled the shipping that it had to be there before Father’s Day. The agent apologized for the “inconvenience”, but repeated that Standard shipping can take up to a week to arrive, and therefore the package was not technically late.
I asked to speak to her supervisor, as this was unacceptable. She put me on hold for about 5-10 minutes and then came back to tell me her supervisor was busy at the moment, and asked if it was alright for me to receive a call back within the next 15-30 minutes. I told her yes, that was fine, as I was at work and couldn’t stay on hold waiting for her supervisor. I gave her my phone number and hung up.
Nearly an hour and a half later, well over the promised call back time, I received a call from “Karen”, the supervisor. She asked me to explain to her what the problem was, as her agent gave her no information as to what had occurred, and there were no notes pertaining to it. Calmly, though frustrated, I explained everything to her again, and requested that our shipping cost be refunded, as the package did not arrive by the date that was promised. Karen informed me at this time, with no apology, that the package would technically arrive on time, as we had used Standard. I argued that the agent I had initially spoken to had informed me that Standard shipping took 2-3 days, and as I had told her I needed the package to arrive no later than Father’s Day, she promised it would arrive by Friday June 17th. Again, I asked for a refund. Karen then put me on hold for about 5 minutes. She came back to the conversation to offer me $50 free shipping with UPS. I politely declined the offer, stating that this was the only time we had ever used UPS, and after the poor customer service we were receiving, we had no intention of using UPS ever again. I, once again, requested that the shipping charges be refunded. At this point, Karen rudely told me that she was not even going to submit a refund request, as the package appeared in their system as on schedule. I inquired as to what would constitute a refund. She told me that they only give refunds to shipping charges when the package is late due to an error on their part such as a truck or flight being delayed. I then asked her if an agent giving incorrect information and promising false shipping times was their fault. She agreed that it was UPS’ fault. I argued that therefore, since the lateness of the package was admittedly the fault of the UPS agent, the shipping charges should be refunded. She, once again, stated that the package was technically on time according to their system, and a refund request would not be submitted.
By this point, I was understandably frustrated, and it was obvious that I would have no luck with Karen. I asked if there was anyone above her that I could speak to. She informed me that no, there wasn’t, and even if there was, I would get the same answer from them. I politely informed her I would look for another means to contact someone about this situation and hung up the phone.
I spent the next half hour scouring the internet for an email for the UPS CEO. After concluding that I wasn’t going to find that, and being a bit distracted by all the stories found online about awful customer service from UPS, I decided that the customer service email would have to suffice. There is a form with very limited space on their website that customers are to use to contact customer service. I submitted the form with this comment:
Nearly an hour and a half later, well over the promised call back time, I received a call from “Karen”, the supervisor. She asked me to explain to her what the problem was, as her agent gave her no information as to what had occurred, and there were no notes pertaining to it. Calmly, though frustrated, I explained everything to her again, and requested that our shipping cost be refunded, as the package did not arrive by the date that was promised. Karen informed me at this time, with no apology, that the package would technically arrive on time, as we had used Standard. I argued that the agent I had initially spoken to had informed me that Standard shipping took 2-3 days, and as I had told her I needed the package to arrive no later than Father’s Day, she promised it would arrive by Friday June 17th. Again, I asked for a refund. Karen then put me on hold for about 5 minutes. She came back to the conversation to offer me $50 free shipping with UPS. I politely declined the offer, stating that this was the only time we had ever used UPS, and after the poor customer service we were receiving, we had no intention of using UPS ever again. I, once again, requested that the shipping charges be refunded. At this point, Karen rudely told me that she was not even going to submit a refund request, as the package appeared in their system as on schedule. I inquired as to what would constitute a refund. She told me that they only give refunds to shipping charges when the package is late due to an error on their part such as a truck or flight being delayed. I then asked her if an agent giving incorrect information and promising false shipping times was their fault. She agreed that it was UPS’ fault. I argued that therefore, since the lateness of the package was admittedly the fault of the UPS agent, the shipping charges should be refunded. She, once again, stated that the package was technically on time according to their system, and a refund request would not be submitted.
By this point, I was understandably frustrated, and it was obvious that I would have no luck with Karen. I asked if there was anyone above her that I could speak to. She informed me that no, there wasn’t, and even if there was, I would get the same answer from them. I politely informed her I would look for another means to contact someone about this situation and hung up the phone.
I spent the next half hour scouring the internet for an email for the UPS CEO. After concluding that I wasn’t going to find that, and being a bit distracted by all the stories found online about awful customer service from UPS, I decided that the customer service email would have to suffice. There is a form with very limited space on their website that customers are to use to contact customer service. I submitted the form with this comment:
“I have a complaint regarding false information given to me when scheduling a pick up. I was told my shipment would arrive by June 17th the latest, and it did not. I would like a refund.”
Wednesday June 22, 2011
I came into work in the morning to find the following email:
Dear Jessica,
Thank you for your inquiry.
Unfortunately, I am unable to help you any further without a tracking number. Please contact your shipper and ask them to provide a UPS tracking number or a designated shipper reference number for this shipment. UPS tracking numbers are either 11 or 18 digits long, and 18-digit tracking numbers begin with '1Z'. This unique number allows us to provide you with specific delivery information.
I am sorry that I am unable to assist you any further at this time. Once you obtain the tracking number, you can use the following link to obtain the most up-to-date tracking information:
http://www.ups.com/canada/tracking/engtracking.html
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
I immediately replied with the below email:
Hello Melissa,
Thank you for your reply. I do have the tracking number (E843 355 514 9). The tracking number states that it was due by today, the 22nd. The issue, however, is with the agent that I initially spoke to in order to set up the pickup for shipping (I was placing the call for shipping on behalf of my boss, Penny *****, whose name is on the waybill). When I called originally on June 14th, I explained to the agent that it needed to arrive no later than Friday June 17th, as it was a Father's Day gift. I asked her which service I should use that would get it there by Friday, but that wasn't extremely expensive. She told me to use Standard, as it was the cheapest, and the delivery time on Standard shipping was 2-3 days. She told me it would arrive on Friday June 17th the latest. As per her advice and information, I decided to go with the Standard shipping.
When I called yesterday to find out what had happened with the shipping, I was told by the second agent I talked to that this was not the case, that Standard can take up to a week to arrive. I expressed my dissatisfaction with the service to that agent and asked to speak to a supervisor. The supervisor, Karen, informed me that a refund would NOT be submitted, as the letter, by what was showing on the computer, was not in fact late. However, it was late by my understanding, as I was told by the first agent I spoke to that it would arrive by Friday June 17th the latest. From what the supervisor told me, even though the issue is the fact that the agent gave me incorrect information and promised a false delivery date, UPS would not issue a refund on this shipment. Karen did offer me a "shipping credit"; however, this was not satisfactory, as this was the only time we have used UPS, and have no intention of using it again in the future.
While searching the internet for someone to contact about this, I unfortunately came across many similar stories regarding UPS - I am, apparently, one of many who have had problems with UPS in the past. If you could please assist me with this issue, I would really appreciate it.
Thank you,
- Jessica
Later on that same day, Melissa replied to me with the following:
Dear Jessica,
Thank you for your reply.
Could you confirm how the freight charges were paid to UPS?
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
I replied with an email stating that a cheque was given, filled out from Penny. I received no further replies that day.
Thursday June 23, 2011
That afternoon, I received the following email:
Dear Jessica,
Thank you for your e-mail.
I am waiting for the billing information to be uploaded to our system. Once this has been done, I will look into refunding the charges. I will send you an update by 5:00 PM on 06/29/11.
If we may assist you in the future, please don't hesitate to contact us.
I apologize for the delay in finalizing your issue.
Melissa L
UPS
Customer Service PCA Team
I replied with an email thanking her for her reply, and telling her I would look forward to the resolution of the matter. I received nothing else that day.
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