We have been using UPS because of a recommendation by the place where we drop off all of our UPS and Federal Express packages. They have told us they have great customer service and on-time delivery. We have been giving them a majority of our UPS packages (even if it costs a bit more) UNTIL today!
We had a package that needed to be at a customer by the weekend. We purposely purchased UPS Air (2 day expedited service) to ensure it got there by Saturday. It was picked up by UPS on 8/3 and it didn't get delivered until 8/10. We have a pretty upset customer. We picked up the "extra" shipping costs to ensure it got there by 8/6. Which is plenty of time for a 2 day delivery. Because of the delay, we now have to "refund" the customer the delivery costs.
I called UPS to discuss a refund. They admitted their error. Here are their words: "Upon checking here I am afraid to tell you that your parcel encountered a delay due to it was sorted incorrectly to a wrong facility. We do apologized for the delay as we know that you waited for the package. " This is through their chat feature. I was then told "Unfortunately, chat is not a valid channel to request a refund. Instead, please use either the UPS Billing Center at www.ups.com/billing center or call 1-800-811-1648 to use the automated refund request process. "
I then proceeded to call the 800 number where I bounced around their system for awhile until I found someone who would actually speak to me. Their policy states that they do NOT, let me repeat, NOT REFUND for 2nd Day Expedited Delivery Errors/Delays. So my question, why even state that it will be there in 2 days. Why not say, it MIGHT be there in 2 days but we cannot guarantee it!
So SELLERS BEWARE!!! Pick FEDEX, Pick USPS. Do not pick UPS! We will be changing our shipper of choice today and going forward!!
