UPS Ground

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UPS: Customer Service Gone Wrong

Feb 4, 2011
Review by  
Rated a Helpful Review
  • User Rating: Disappointing

  • Punctuality:
  • Damaged Goods:
  • Customer Service:

Pros:1 customer service representative helped me out of almost a dozen.

Cons:1 customer service represntative helped me out of almost a dozen.

The Bottom Line: If you like to purchase online and have used this company before with success just keep in mind that eventually they will fail you.  Good luck when that happens.


On-line shopping is becoming the norm for many Americans, however, dealing with logistics companies can be an unforeseen nightmare.  Recently, I purchased from a website that is located in Austin, Texas.  Unfortunately this company uses UPS as many companies do these days.  At first, everything was going as planned and my package was making its way to me in a speedy manner, but after a snow storm recently hit Texas with a bang my package was no where to be found.  The tracking site UPS uses led me to believe my package was delayed in Mesquite, Texas due to adverse weather conditions and my delivery date was re-scheduled for the next day.  The next day I find out that my package was delayed another day.  Fine, I understand these guys aren't going to risk their lives driving in ice and snow, I wouldn't expect them to.  However, I did expect for my package to be re-scheduled for another date.  For the next 48 hours my tracking status read that my package was in transit to my location, yet no delivery date was posted.  Since my package needed a signature, I would need to know the delivery date so someone could be home to sign for it right?  My next step to find out a simple delivery date led to hours of arguments on the phone with UPS employees.  No one could explain to me where the package was or when it would be here.  Simple questions with simple answers right? WRONG! I made numerous calls after being kicked off the line while waiting for a supervisor to answer the phone.  This took plenty of time out of my day to do this mind you.  I don't know about you, but when I make a large purchase and pay a logistics company to deliver it and keep me informed I expect courtesy and professionalism.  In contrast, all I got were answers that didn't make any sense.  One would tell me the package was stuck in Texas, another would tell me the package was in transit, and another would tell me there is no way we can know.  Make sense? After basically giving up on the tracking website and the customer service representatives, I made one final phone call to the UPS 1800#.  I got ahold of a young girl that asked me what my tracking number was, I gave it to her and she proceeded to type it in to the computer that is in front of her.  After waiting for 30 seconds the girls says that my package was actually in transit but was delayed and she gave me a new delivery date.  I asked her what authority she had to give me this information, if she was a supervisor that just happened to pick up the phone.  She told me that she was just a normal customer service representative.  I asked her why no one else could tell me this simple information that she found out by typing my tracking number into a computer.  Of course she had no answer, but I am assuming that the people I talked to before were lazy and didn't want to simply type my tracking number into a computer to find out where my package was.  As I stated before, the only info I could get out of 3 hours worth of conversation was the repeated words of "Adverse Weather Conditions."  I am a normal guy, I appreciate honesty, but when a company goes out of their way to BS you rather than helping, something is terribly wrong.  If you are thinking about purchasing from any website, make sure they aren't using UPS because you could be stuck in the same situation with a pricey product that you paid for and paid for UPS to deliver in a timely and professional manner.  Keep in mind that I have had some success with UPS before, but this experience has caused them to lose my business. 


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