First of all, let me explain a few things. The county that I live in is LARGE. You can drive for an hour from some points to others and still be in Pinellas County, FL. I live on the southern half (but no where close to the tip). Well, there is only One UPS in our county. It is towards the Northern side. It takes me 30 minutes or more to get there and I often have to fight bad roads and traffic. Another thing you need to know is I work nights. I work anywhere from 8pm to 9am and I stay up for a few hours in the morning after I get home. So, I generally sleep from 1pm- time to get up for work. If UPS or Fed-Ex don't deliver before 1pm (which they normally do), we will not normally get our packages. However, since it is a pain to go to the store, we hope for an early delivery the following day.
So, Wed, Thurs and Fri this week UPS tried to deliver a package after we were sleeping (which was after 3pm one day!). Every time this has happened in the past I have just gone to UPS on the 4th day and picked it up. Why pick it up early when they might deliver it at a good time the next day? You can try to request a time, but they normally do not give it to you. I have never had a problem picking up a package...until now. After getting my "delivery failure notice" on the front door Friday night, I called UPS (this is 9pm on my way to work). I Was told that I couldn't pick up my package because it has been sent back to the sender. What?? Then he said that if I had called before 7pm I could've gotten my package. 2 hours. Apparently, with some packages (they don't tell you which ones) UPS only tries 3 deliveries and then returns them. Other packages they will keep at the warehouse for a few days. I was in shock, so I hung up the phone and went to work.
First thing in the morning (around 7am) I called back and asked to talk to a manager. I was on hold 25 minutes (20 to get to the first "representative" and 5 more minutes or so to get the manager. I explained to him the situation and asked him to allow me to pick up my package (I was sure it hadn't left the facility between 7pm and 7am..and I was right). Here is a basic jist of how the conversation went:
me "You obviously still have the package. Re-route it back to me"
him "I can't send you back the package, it has been returned to the seller..it's against the law".
him "Umm..well, it's not a law. It's policy"
me "They paid you to get a package to me...re-route it and do what you were paid for"
him "I can't"
me "I don't want you to open the package...it's not against the law. Just leave the package at the facility for me to pick up"
him "I can't the package has already left...it is now in Pinellas, FL"
him "Ohh..well it says something about Orlando too"
me "You just said it was in Pinellas, and even if it is in Orlando, bring it back"
him "I can't"
me "You can't have your UPS driver drop it off at his next stop to bring it back? Obviously UPS still has it. You make several stops before
a package gets dropped off at the destination...just send it back"
him "I'm sorry your upset, but the sender is the only person that can get that package to you"
me "So the sender who paid extremely high prices to have it shipped UPS now has to pay again to have it shipped back?"
me "I am going to tell every company and person I know to boycott UPS"
The conversation was actually longer than that with the same stupid response over and over again. I try not to loose my cool with telephone operators, most of the time they can not do anything. This was supposed to be a manager though and another crappy "UPS Policy" is that they do not give out the phone number for the pickup center/warehouse. This guy was my last chance and I caught him lying twice ("against the law" and "It's left..it's in Pinellas, FL"). I am sure he could've done something, he was just a jerk. To make it worse, I am not sure who the package was from. It was from Hachette Publishing. However, that doesn't tell me much. Some of the PR representatives I work with send books from random publishing companies. I hope whatever it is that the sender will send it back (that is if they didn't just say this so they could keep it themselves). I will go to UPS, pick up my package and be cursing them the whole time I do it.
So, please do not ship UPS. If you have time write to them and tell them they are jerks. Also, please tweet/blog this post! I think I am going to email it to Fed-ex and USPS along with everyone I know. We need to let people know that THEY CHANGE POLICIES WITHOUT INFORMING ANYONE, AND THEY LIE TO GET MORE MONEY OUT OF CUSTOMERS.