A letter sent to UPS:
July 20, 2009
Mr. Mike Eskew
CEO
United Parcel Service
55 Glenlake Pkwy. NE
Atlanta, GA 30328
Dear Sir,
I am writing to complain about your company’s service and policies.
A package was to be delivered to my home on Thursday July 16th. When I arrived there was a UPS notice on the door informing me that a signature was required and that I could sign the back and leave the notice on the door. This I did.
On Friday the 17th I returned to find no package, just another slip saying the same thing. I called UPS to ask what the problem was. I was told that the package required a signature in person. As you can see from the first two notice copies, included below, they did not request an in person signature. I was told there was no Saturday delivery and I could either have it delivered to an alternate address or have it help at your office at 90 Locust Street in Hartford, CT. I asked to have the package held (your computer account of my delivery record confirmes this) and that I would pick it up after work around 5:30 pm on the 20th.
After work I drove to UPS and found that my package was left on the truck and I couldn’t pick it up. I was told I could come back after 8:00 pm and pick it up (a drive from eastern CT), have it sent to an alternate address, schedule a time when I was there to sign, or stop by again after work on the 21st. I asked if I could sign there and have it delivered the next day…No. I chose the last option.
Your hours do not allow a working person to have a package delivered. I have no neighbor that could accept it as they also work.
During my visit to your Hartford office I was told that UPS does have Saturday delivery but it didn’t apply to my shipment, which was ground.
This is not how a company retains customers. Here’s what would have been done if I ran the Hartford office.
1. After knowing that I was given two incorrect notices, the package should have been delivered on Saturday as I it were air and not ground.
2. Allow the package to be signed for at the office for delivery the next day.
3. After I drove to the office to find my package still on some truck, an employee should have been dispatched to deliver the package to my home to as soon as the truck returned.
As your rules didn’t allow for these options, here is what I will do for Brown.
1. I will discourage anyone I can from using UPS, giving them a copy of this letter.
2. A copy of this letter will be posted on my blog and other public forums.
3. A copy of this letter is being sent to the company I purchased from explaining that I cannot purchase from them again.
4. When I am making a purchase, if the shipping method is UPS, a copy of this letter will be included in the message explaining why I will not purchase from them. I can buy the same product from another vendor that uses FedEx or U.S.P.S.
Sincerely,
Richard G. Xxxxxxx (A very unhappy and unwilling customer)
