I need help with how to deal with UPS on a unique situation

[mycoenvy]

Hello, all

I apologize for the length of this post, I did my best to keep this short, but it's a bit convoluted.

I could really use some advice on a strange UPS situation. 

Here's the situation:

• I used UPS.com to find a Dropbox for an after-hours package drop.  I have only ever used UPS stores to drop off packages previously.  I started a new job and couldn't make the UPS store hours.
• Dropbox is listed as in-service on UPS.com in the picture below.  (Still comes up if you search their site using zip 84107)
• After the buyer asked why I hadn't shipped yet I realized the package had never been retrieved by UPS.
• Turns out this Dropbox is not in-service by UPS despite the website and signage on the box itself stating otherwise.
• Now, after almost two weeks of some of the most blatantly un-ethical, rude, and misleading treatment I have ever experienced from a company, these things are still true:  
  • No UPS employee has made the effort to retrieve the package from their own Dropbox (as far as I am aware.) This is ultimately all I had ever tried to achieve in my interactions with UPS support.
  • Instead of establishing a line of communication with me during this investigation process, I was made to have my emails bounce back being refused and given no way to reach anyone via phone support.
  • Due to a lack of other options, I was forced to file a claim (which would be fine if I had some proof of drop-off/pickup; which I don't.  Because I trusted UPS.com not to lie about their own Dropboxes.
  • To my knowledge and 100% of my gut feeling is that the package is STILL IN THE DROPBOX!

The claim eventually said "approved" on 4/20/23 (eleven days after I dropped the package.  So, that night I refund my buyer and apologized, haven gave up on them retrieving the package.....😠 oh but if the UPS crotch-kick ended there it would have been too merciful.

Today, 4/21/23, I come home from work to find that apparently my claim which was approved last night is now "voided".  I am not sure if that is better or worse than denied or just an underhanded way of UPS saying "Get F$%!ed guy."

I had to google "how to reach a real person at UPS and find out the secret "Complaint. Manager" phrase which unlocks real-person mode on the worst interactive voice game ever which is the UPS bot lady.

After being transferred around three times, still unable to get any real answers.  The third department gave me a number to call a different team since I purchased my shipping through eBay which I have to wait to do until Monday morning.

This brings us to now... I have decided to post this to the community, to my selling peers, in hopes that someone else, some poor soul, who has likely been traumatized in the past might have some morsel of wisdom on how the heck to proceed here.

Thank you in advance for any insights or wisdom you can offer.

[mudshark61369]

@mycoenvy,

There is a reason why I never use UPS to ship anything and part of it is their poor customer service, when they foul up, which happens a lot.

The only suggestion I can offer would be to go to the nearest store, after first finding out when the manager will be in. Explain what happened to them.  Then find out if they can help get the package retrieved from the no longer serviced box, so you at least get your item back.  Also ask them if they can have corporate or the regional manager, remove the box from the location, lock it, and/or update the web site so it no longer shows up as an active drop off pickup location. 

[mike_jayroe]

Looks like customer service everywhere is going to hell. 

I'd hate to see where this country is ten years or more in the future.

[mycoenvy]

That is not a bad idea actually. Perhaps one of the managers or owners of the usual UPS store I drop off at might have a contact...

Regardless, I am coming away from this experience with the view that  I nor anyone close to me, or anyone with whom the subject comes up in the future will ship UPS if I have anything to do about it.  

Which this type of grudge isn't one I would normally consider worth my time and emotion.   The service was that infuriating, insulting, and seared into how I view the company.  Made it personal.

Anyway, good suggestion mud. Thanks

[mycoenvy]

I work in IT for a company which makes software for the commercial print industry.  I still give the type of bygone support to people above a certain age like us (I'm presuming about you), who can remember being more common.  

In fact, if I'm being honest, eBay was horrible for me to work with for years and years in my opinion as a seller.  I must give credit where credit is due however, this last year especially and in the last 3 or 4 they have massively improved.  But as I mentioned in my reply to Mud above, these experiences can sour one badly.  I still boycott PayPal, and Venmo, and only use eBay as they are literally the only platform for how my partner and I source and sell... Literally 100% market share when considering more than a regional level.

Anyway, I tend to agree with your comment while simultaneously cringing at pining for the past.