I don't normally post about poor service but... the folks at UPS deserve kick in the shins!
Ordered some parts (boat) on Wednessday last week (early morning) and paid for second day air delivery. (not cheap) The UPS tracking showed they picked it up around 1 in the afternoon. Package should have been here Friday according to their web site. (Would have been nice to get the boat wet over the holiday.) It just showed up this morning.
So I called UPS to both complain and ask for a refund of the shipping charges. The conversation went downhill from there. I was told, it doesn't matter if I was the one paying the bill, the shipper has to file the claim. I guess the fact it?s MY money doesn't mean anything to them. Then I asked why the shipment was so late. The person on the other end looked it up and told me that because I live in a very rural area I should expect an extra day for the delivery. I asked, where in the price stated does it say "unless you are located in a rural area" on your delivery promise? Why would a customer pay the higher cost of 2nd. day air if it really means 3 or 4 days? No real answer to that.
Then I asked why it wasn't here Saturday? The service person took a few minutes (me on hold) and came back and said she talked to the area manager and was told they canceled the Saturday truck because there weren't enough packages to justify sending the truck out. Again I asked where it says anything like that in the price schedule so I can make an informed decision? No answer.
Frustrated I ended the call and called the supplier (shipper) to have them file a claim on the second day air charges. I was told they would do it but,,, it usually takes a month to clear as it has to go through the billing cycle. So, the charge remains on my credit card (guess who pays the interest) until UPS refunds the money to them and they in turn refund it to me. It appears the cost is too much for them to carry for 30 days.
But, the supplier did understand its a screwed up situation and said that if I wanted they would immediately credit the amount to me if I wanted to make an additional purchase. (Hmm, can't credit my account immediately, unless I am buying something.) Told them thanks but no thanks, just send me documentation when the credit is applied to my credit card...
Don't get me wrong, I know that "stuff happens" but when it does the company responsible should be bending over backwards to make it right, not telling me I have no standing because I wasn't the shipper.
Ordered some parts (boat) on Wednessday last week (early morning) and paid for second day air delivery. (not cheap) The UPS tracking showed they picked it up around 1 in the afternoon. Package should have been here Friday according to their web site. (Would have been nice to get the boat wet over the holiday.) It just showed up this morning.
So I called UPS to both complain and ask for a refund of the shipping charges. The conversation went downhill from there. I was told, it doesn't matter if I was the one paying the bill, the shipper has to file the claim. I guess the fact it?s MY money doesn't mean anything to them. Then I asked why the shipment was so late. The person on the other end looked it up and told me that because I live in a very rural area I should expect an extra day for the delivery. I asked, where in the price stated does it say "unless you are located in a rural area" on your delivery promise? Why would a customer pay the higher cost of 2nd. day air if it really means 3 or 4 days? No real answer to that.
Then I asked why it wasn't here Saturday? The service person took a few minutes (me on hold) and came back and said she talked to the area manager and was told they canceled the Saturday truck because there weren't enough packages to justify sending the truck out. Again I asked where it says anything like that in the price schedule so I can make an informed decision? No answer.
Frustrated I ended the call and called the supplier (shipper) to have them file a claim on the second day air charges. I was told they would do it but,,, it usually takes a month to clear as it has to go through the billing cycle. So, the charge remains on my credit card (guess who pays the interest) until UPS refunds the money to them and they in turn refund it to me. It appears the cost is too much for them to carry for 30 days.
But, the supplier did understand its a screwed up situation and said that if I wanted they would immediately credit the amount to me if I wanted to make an additional purchase. (Hmm, can't credit my account immediately, unless I am buying something.) Told them thanks but no thanks, just send me documentation when the credit is applied to my credit card...
Don't get me wrong, I know that "stuff happens" but when it does the company responsible should be bending over backwards to make it right, not telling me I have no standing because I wasn't the shipper.
