United Parcel Service UPS Charges weekly 'Smart Pickup' fee for service, often does not pick up packages,has cavalier attitude East Syracuse, New York

UPS offers a 'Smart Pickup' service in which one pays a weekly set fee for the privilege of having a pickup set when a shipment is entered at the UPS website. UPS has never failed to efficiently charge the weekly fee, but all too often ignores required pickups.

When called a day later with complaint, UPS 'customer service' reps make all the correct scripted comments - in a monotone & without any apparent interest at all, leaving one hoping that the missed pickup will actually happen.

Today, TWO DAYS after UPS online said my package would be picked up, I called & got the same response. I called the local service center (at the ph # I finally got them to give me the last time I had this complaint) & the service route supervisor told me, without any apparent remorse for lousy service, that he would "try to have it picked up today". TRY?????? I called the national service # again & yelled at them. The item was picked up - two days late.

I am a small online merchant. Perhaps insignificant to UPS, but not to me. I pay the same weekly 'service fee' that the bigger guys do & should get the same service as paid for. Customers want to know they will get their item delivered quickly & as promised.

This item wasn't even picked up until the day its delivery was promised? Just what does "guaranteed delivery" mean to UPS, anyway.?

It is only a few months since I initiated this "Smart Pickup" service & I have made over a dozen calls to UPS with this same disgusted complaint & received the same non-interest and crappy service (most often for Friday afternoon pickups missed). I dropped UPS once before several years ago because of this - Nothing has apparently changed except UPS's fees. THEY go up, service doesn't.

PS - I am NOT interested in any self-service comments from an obvious corporate apologist whose mission is to make their problems their customers' faults (read other comments & replies here). I simply want the services that UPS sells to be delivered as UPS promises. Period. THERE IS NO DEFENSE FOR THIS CRAPPY SERVICE!

"What can Brown do for you?" Apparently the answer is leave a big, stinking pile of 'brown' all over your expectations and your reputation with your own customers due to UPS's deficiencies!