You'd think that if you ship a package via UPS's "second day air" service, and it didn't arrive on time, they'd make an effort to get it there as quickly as possible, right? Wrong. We recently discovered what the UPS policy is on a misrouted second-day-air package, and we were shocked. You might want to know this before deciding whether to use this service (or whether to use UPS for anything, for that matter).
We recently had an important package shipped to us UPS Second Day Air and we tracked it online through their website. On the morning it was supposed to be delivered the tracking system showed it arriving at our local depot just as it was supposed to. But just half an hour later it showed that in fact the package was half way across the country at a completely different depot. How did THAT happen? Well, UPS puts tons of packages into large containers, which in turn go on tractor trailers and aircraft, and once they're in the big containers it's the CONTAINERS that get scanned as they move through the system. It wasn't until ours got unpacked that they realized our package had been put in the wrong container and gotten on the wrong plane.
THAT, I can forgive. Mistakes happen. So you'd think now the package would get here a day late, right? Nope. According to UPS policy, since it's a second day air package, it simply becomes a second day air package from its new location. So instead of being one day late, it is automatically TWO days late.
Now, I don't know about you, but if I ship something second-day-air, it's because I NEED it on the second day. Not the FOURTH day. I had one day's leeway on this shipment to my small business (I needed it on the third day, not the second). But because it waited until the fourth, it caused me to miss a client deadline, which cost my small business about $3,000. Which comes right out of my pocket.
Of course UPS has no liability for that. I'm the one who gets hurt, not them.
In response to the complaint we made against them with the Better Business Bureau, UPS confirmed its policy, reaffirmed that they had no responsibility for the losses they had caused us, and proudly stated that they had no intention whatsoever of changing a thing.
You would do us a service if you took all your future business to another carrier, like Federal Express, and let UPS know why.