When it comes to incompetence, UPS have surpassed themselves. Last week they sent tracking information on a parcel that needed a customs payment. ‘Please pay online.’
Have you tried their online payment system? Don’t bother. It was clearly designed by a smackhead capuchin. Suffice to say having been bounced out several times, despite having put in the correct information, I concluded that it isn’t fit for purpose, so I called them and paid over the phone. I asked if the driver would be aware that payment had been made and they assured me that, yes, the driver would know.
Last Tuesday, he called with the delivery asked my cat helper for £70, which, she rightly declined. So I called them. Apparently, I have to prove to the driver at the time of delivery that I’ve paid because they have no system for informing him. I was in the wilds of Scotland on a motorcycle and they were asking me for stuff like an invoice number. I agreed that they would hold it until I arrived home.
Having got home, I went back onto their website and tried to download the invoice. That capuchin had been at it again, clearly he learned his developing skills during the early days of Microsoft. It was asking me for details on the invoice that I couldn’t possibly know because I hadn’t actually seen it, having paid on the basis of the email I received – all I had was a tracking number. In the end, I had to use the credit card payment information on my phone to convince the driver that I’d paid because UPS don’t have a system for updating the delivery personnel when a fee has been paid.
FFS! They make Evri look good.
Oh, and the package. Having opened it, my new jacket is missing the belt… FFS!
Customer service went down the pan a long time ago. Replaced by reduced costs and increased complaints that are ignored. I vote with my choices of supplier and complain to them if the delivery is sub par. They have more leverage. If not I’ll find another supplier.
Only issue is that they are all as bad as each other now so its an uphill struggle.
In this case, I didn’t choose UPS, the supplier did.
That is why I complain to the supplier. It was their choice and if they get the complaints for a third party there is more likely that something will be done. Enough complaints and they will change supplier.
Won’t always make a difference but more than complaining to the delivery outfit.
I have done precisely that.
HSBC sent me a new debit card via royal mail, which has not arrived. Do you think HSBC would have a tracking number? Rhetorical question.
I also cannot get a credit line for royal mail anymore…
The incompetence in these organisations is mind boggling.
Monoi, we had a new debit card stolen in transit once and the thieves spent 200 quid on it. Make sure it’s cancelled.
It isn’t all bad, I think that Amazon have raised the bar when it comes to prompt delivery and some suppliers are doing their best to catch up. I ordered a digital piano from Rimmers Music and was surprised to that it was going to be delivered the following day. As it turned out it was delivered the day after that because TNT cocked something up but that was still impressive.
True enough. Remember “Allow 28 days for delivery”, with the unspoken addendum, “… and then start complaining”? I remember waiting the whole summer holidays to get my first photos developed as a kid.
And I have to say, my only experience of Evri, a few weeks ago, was surprisingly good. The package arrived a day early. Mind you, if I hadn’t happened to be in to accept it, who knows what new portal to Hell that might have opened up…
Worked on a mail order system forty years ago, the barrier to any improvement was the attitude that “Allow 28 days for delivery” meant everything was ok until the process backlog reached 27 days then panic. It need not have taken more than two days to process, just bring in more resources ahead of the peak, but complacency then panic every year.
Hermes and Yodel are quite good these days, given even DPD can go wrong occasionally. Perhaps it’s a benefit of being in a rural area rather than a big city, even Royal Mail are good here. But UPS and Parcelforce oth, in fact anything that comes via a depot in Bournemouth rather than somewhere on the M5 or A303 seems less reliable..
Shame it came without the belt, that really is a cracking looking jacket.
Indeed, so I am waiting for them to get back to me on how they are going to fix it.