• Report: #879798
Complaint Review:


  • Submitted: Tue, May 08, 2012
  • Updated: Tue, May 15, 2012

  • Reported By: Heather — Glen Burnie Maryland United States of America
3901 Vero Road Baltimore, Maryland United States of America

UPS Driver did not knock very loudly. Called UPS numerous times. Jumping through hoops with no resolution. Baltimore , Maryland

*Author of original report: The Only Thing I'm Flushing Is That Big Brown Turd Called UPS

*Consumer Comment: Dang drivers should kick the door harder!!

*Consumer Comment: Sorry to hear!

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I switched my days off so that I may sit home and wait for my package to be delivered. I sat home, in silence, all day browsing the internet to insure that I would not miss this delivery. I even have 2 dogs who bark at the drop of a hat, when they hear a noise. My package was delivered by UPS at 1:39pm. At this time they even dropped off another package that I had been expecting. He dropped this in my door. He never knocked. Placed the UPS shipment attempt on my outside window. My fianc notified me of the failed attempt at approx. 215pm. At which point I contacted UPS immediately.

Conveniently, no phone # for UPS is included on this delivery slip, so I had to look up UPS' Contact info on the internet. I was told by the 1st person i spoke to (@: 800.742.5877), that the driver made an attempt. i explained how I had been sitting here all day awaiting this packages arrival, and even explained that he had placed another package in my door. I asked if the driver could make another attempt, that I would even pay for this 2nd attempt out of my own pocket. I explained how I switched days off, and how I would not be home the next 2 days to accept this package. i was told that I could make a complaint about the drivers not knocking. I asked to speak to a supervisor and was then asked for my name and phone #. I asked if I could pick this package up from their facility this evening and was told that the shipper had made a restriction.

I hung up. I called the shipper of my package, who was Christian Louboutin's Boutique. I asked if they could remove the restriction from my package so that I might be able to pick up my package from the UPS facility this evening due to my demanding work schedule. She was very understanding and stated that she made those changes with UPS.

I called UPS back at the above mentioned 800 Line. I spoke to another Customer Care Rep. I explained to her that I had just spoken to a gentleman there who told me that I needed to contact the shipper in hopes of being able to pick up my package from their UPS facility. I explained that the shipper had made the changes to the package and that I should be able to pick this package up today. She stated that the shipper changed this to "Will-Call," and that due to this I would not be able to pick this package up until tomorrow evening. But, she immediatley contradicted herself and stated that sometimes the facility will make an exception and allow me to pick up today.

I asked how can I have this exception made, since I only really have time today to deal with all of this, again explaining how I re-arranged my work schedule? She stated it was up to the facility. I asked if she could transfer me to the 3901 Vero Road Facility so that I might see if this "exception," could be made. She said that she had no contact information for this location. Really? Again, I utilized the internet in hopes of finding a phone # for this location. I found 2: 410.455.8200 & 8201, both of which had only busy signals to offer me upon calling them.

Again, frustrated by my numerous attempts at a resolution, i called the 800# again.  I spoke to another lady, and explained the entire situation.  She stated the shipper had made it so that I could pick up my package.  I asked if I drive 35 minutes to their UPS drop-off location, if I was guaranteed to be given my package this evening.  She stated that she could not guarantee this.  I asked "Why Not?"  She started to offer me policy verbatim.  I explained to her, how demanding my career is, and how I do not have time to drive there tomorrow, and that I needed her to speak directly with the Vero Road Facility so that she could guarantee me, after driving there, that I could leave with my package.  She told me that she could send them a 'message," and have someone contact me.  I asked to speak to a supervisor.  I held for 5 minutes. The same Customer Care Lady picked up, and I asked her if she had sent the Vero Road Location a message yet to get this ball rolling?  She said she did not.  I asked her to do that, while I was on hold waiting for her Sup.  She said she would.

She placed me back on hold.  Then the 'supervisors," Voice Mail picked up as opposed to the actual supervisor.  I could not get this supervisors name, as she stated this very fast and in a thick accent.  I left the supervisor a message, of which her VM would not allow me to leave my situation in detail as it only gave me 30 seconds to speak.  I explained how I would just like a guarantee that if I drive to this facility that I would be guaranteed my package tonight. 

My overall complaint is with UPS as a whole. Firstly, with the UPS driver of which obviously has some sort of silent ninja skills, and did not knock on my door, even after placing a different package inside my storm door and front door.

And, with the lack of customer service and options I received when contacting UPS directly through their 800 Line. What sort of company can't put a customer into contact with one of their facilities in hopes of my resolving this issue today, considering I do not have a free schedule to deal with this the rest of the week? This is a very expensive package, and I find it extremely disheartening that they could not put me into contact with someone who could resolve my issue locally and in a timely fashion, especially when there are so many other shipping companies out there. Basically, asking me to drive to Baltimore, when It wasn't guaranteed that they would provide me with my package.  And, why could they not guarantee this?  Do they expect customers to believe that there is no way to dispatch out to the drivers to find out when they would be back to their Vero Road location?  And, why can't customers speak directly with Vero Road, since locally I need to deal directly with them in hopes of receiving my package?  it seems as though there are to many hoops and policy verbatim, when all i needed was a simple guarantee that I could have this tonight.  Why could they not do this?  Many people have things delivered everyday.  Some of these things are very important.  Not customer friendly or able to provide a one stop resolution to my problem.

This report was posted on Ripoff Report on 05/08/2012 01:57 PM and is a permanent record located here: http://www.ripoffreport.com/reports/ups/baltimore-maryland-21227/ups-driver-did-not-knock-very-loudly-called-ups-numerous-times-jumping-through-hoops-wi-879798. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

The Only Thing I'm Flushing Is That Big Brown Turd Called UPS

AUTHOR: H.Monaghan14 - (United States of America)

In being "verbose," I was simply attempting to show every side of my story.  I do appreciate your use of big words. I thought the point of this site was to address issues with specific companies that tick me off.  Well, the 35 phone calls made to the before mentioned company was what truly ticked me off considering no resolution could be made.

"Flush the toilet?" Please!  I sat here all day in silence, like I had mentioned.  I don't have a door bell hence why I had no television or music on.  He did not knock.  He simply put that other package in my door.  Again, mentioned above.

I'm not asking to run the UPS hubs.  Do you work for UPS?

My dissatisfaction was with the lack of knowledge and resolutions provided by the UPS 800 Line.  I was willing to jump through hoops to get that package that afternoon, and was basically told 3 times that this could not be guaranteed.  This was my major issue, along with not being able to get in touch with my local facility to arrange a pick up that day.  Being told that I "might be able to pick it up,' by people who seemingly had no clue as to whether this could really happen and just seemed as they wanted to get me off the phone to get to their next caller.

Have it delivered to work?  Great idea, except my office is my car as I am an Account Manager and drive 600 miles sometimes in just one day.  Have it delivered to a friends or family members?  Well, fortunately for my friends and family, they also have jobs that don't keep them home all day.

You sound like you might work for UPS, considering after reading my wordy verbatim, you also seem to think that I was a fault and not a victim of poor customer service, which is what brought me to this site to begin with.

As easy as it was for me to bash this company on that day, I would like to commend Patti at the Vero Road location who went above and beyond after listening to why it was of utmost importance to have that package that day.  After, I was told by another lady there that it was Will Call and could not have it till tomorrow... Patti even called me on my cell while they were closed, after the driver showed up to that facility, to have me come back and get my package.  Even walking out to the gates to hand it to me.  This is great customer service!  Listen to the concern and find a resolution. Interesting to me because I was told by the 1st lady at Vero Road that I couldn't have it.  Doesn't seem like very uniform policies to me.  One tells you "No," and another gets it done.  And, to you this warrants no complaint?  Fed Ex would have had the driver try a 2nd attempt to the house that day.  I have friends and family who can attest that Fed Ex is very customer friendly and understanding.

In fact, I was so Thankful that Patti was able to get this done for me, that evening, that I commended her on UPS' website and sent her an edible arrangement.  Because, where I am from it is important to recognize a person and a company for the good, as well as the bad.  And, even though Patti went above and beyond and was absolutely a dream to deal with after the nightmare I had dealt with all day, I will still not use UPS.  Because, they did not want to provide me a resolution to my unique (gotta have it today) situation, and quoted policy verbatim.  

Flushing that big brown turd.  

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#2 Consumer Comment

Dang drivers should kick the door harder!!

AUTHOR: seeworthy - (USA)

Boy... here I thought I was verbose...

If your doggies bark at a drop of a hat, where were they when the driver opened your door to drop in the other package?? Did you ever flush the toilet *hope so...ewww!* Phone never rang? Thank goodness the drivers know not to kick the door when someone is napping.

When will you be getting your doorbell fixed?

No carrier is required to bang on a door. They typically push a doorbell, give a standard knock, then begine the 30 second process of filling out that info notice (of which is also only a courtesy service). And that phone number is in fact on the back of every info notice. The print is small. Perhaps you can make an optomotrist app't while you're out buying a new doorbell.

The package can not be picked up the same day at the local hub, as it is still on the delivery truck until after hub customer counter hours. That exception, NOT a contradiction, is in the rare occurance a driver arrives back to the hub extremely early enough to coordinate that task. If you spent all day on your computer, why didn't you complete a My Choice request to have the package redirected to an Alternate Delivery location, such as a The UPS Store? Oh...you tried that? Hmmmm... If you need to take time off work, why didn't you have it sent to your works address in the first place? If that is not an option, why not have it delivered to a frind or family's house, at least for the next time. Oh...that ain't gonna work either?

Too bad you ain't running those UPS hubs and tellin' them drivers what to do, as you have all the obvious answers. FedEx could use your assistance, as those dang drivers don't bang any louder on the doors.

When you're at the hardware getting your new doorbell, and after your eye checkup, you could ask the vet if he could clean the wax out of your ears after he finished doing that for the doggies. And, next time you're on the computer all day, perhaps you could schedule an appointment to get a prescription for some calming meds to help you think more clearly. This should help you avoid thse terrible problems that are always someone elses fault.
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#3 Consumer Comment

Sorry to hear!

AUTHOR: Righteous1 - (USA)

gosh how tragic that the item couldn't get to you. LOL on the Ninja style technique! Yes they are stealth warriors. You are onto them!  Now back to our regularly scheduled response.
Contact the supervisor for the region of UPS territory. Explain your dilema. Technically the driver only need deliver the package to the correct address as listed on the shipping label, They don't have to carry it in your house , unwrap it and then setup any devices or structures that came in the box. Their duty ends with getting the package to the address in a timely fashion - (hopefully Undamaged). If they consider the area "unsafe" or any animals threatening, they are required to leave a "tag" for delivery on a day that is "safe" for them. I've yet to receive a STANDARD DELIVERY ATTEMPT tag that DIDNT have a Legitimate CONTACT PHONE NUMBER along with the PACKAGE ID to Refer to for future delivery.
Sorry I am not as wordy but I think all was said to get to the bottom of this and improve the service and the customer appreciation of service rendered.
Best to you in resolving this.
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