MC Pipe Blog: My UPS Experience, or UPS Review.

This is an experience I had with regards to an online purchase and the delivery of said purchase via UPS around Christmas of 2017. This is the email I wrote to the company I made the purchase with. As I state in the email I expect nothing from them, I just thought they should know.

Hello Anonymous Online Vendor,

I just wanted to inform you about the experience I have had with UPS. For my last order (#123456 if you want to check it out) I selected the UPS: Worldwide Expedited option for shipping. I must say it happened accidentally and I’m sure had I gotten in touch with someone from your company they would have helped me fix it, but I decided since it is the Christmas season having a quick delivery of a package, even a few dollars worth of pipe cleaners and stem polish would be worth the $45 the shipping method cost.

So, using the provided UPS tracking number I saw that things were running along smoothly and do to the weather the package would experience a delay. Okay, bad weather happens, only an unreasonable person would think otherwise. I check again and see that on 12/13/2017 the package has arrived at the local UPS, I think okay so it was just late enough that it didn’t make truck today no big deal they’ll get it here tomorrow. So the 14th comes and goes with no delivery and until noon local time comes and goes so I call UPS. They get me a call from dispatch that really doesn’t do me any good other than telling my the UPS rep I spoke to did their job. The dispatcher tells me she is waiting for a response from her drivers to get me some info and says she will call back. Even as I am typing this email she still hasn’t.

So, I check the tracking number again to find that now it’s in the system that the name or address is incomplete or wrong or some such. I call UPS back find out that they indeed have the correct address, I request a supervisor and am transferred to a corporate office number that is closed for the day. (This was at 4:30pm EST) I call back to get to a supervisor who does what she can to get things resolved by sending a form of some kind to the local dispatch office to try to get the drive back before the weekend. As of now (6:08 pm EST) still no delivery and if they don’t show I am likely to get this on Monday. Now had I wanted it on Monday there was an option that would have gotten it here by Monday via USPS, which has never had an issue getting along with their Canadian counterparts to get a delivery to me from you. Also, it turns out that UPS is not refunding anything because we are in the Holiday Season so they aren’t even going to try to give me any money back.

I don’t expect anything from Anonymous Online Vendor in regards to reparations, or I would have contacted you with the email I use on your site. I just wanted someone to be aware that this is the type of customer service that some of your customers are receiving from a company that, in some small way, represents you. Rest assured that when I tell this story to anyone who will listen, the vendor will remain anonymous, and UPS will be getting the bad word of mouth.

The online vendor did provide me with some reparations, which I didn’t expect from them, but it shows what good customer service they have. One of these days I will have to review them. Thanks for looking and good smokes!!

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