saraba
Member
Reged: 01/27/03
Posts: 183
Loc: west coast
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I posted earlier about my boyfriend waiting for a refill from United. He finally called United and got a tracking # since the reference/zip didn't work. It was "out for delivery" this morning at 6:30am. Since it was Next Day Saver, it usually doesn't get here till 7pm. Well, at 9pm he called UPS and they said to keep waiting. At 9:45pm, he called UPS and they said they had no idea what happened and they are now closed for business and not open tomorrow. I know they do deliveries on Saturdays, so at least the hub is open, not to the public. The customer service person at UPS was like,"well, i don't know what to tell you. we have it rescheduled for MONDAY." totally not do able. What is he supposed to do? Is it lost? Did the driver not get his deliveries out? Can he pick it up at the hub tomorrow morning? These are all questions the UPS person would or could not answer. Other than requesting a refund from the shipper, how is he supposed to get an answer? The problem isn't the refund, but not knowing where the package is or if it's ever going to get delivered. I know someone on this board (I can't remember who) worked for UPS? Do you know? AChhh! Help!
Edited by saraba (02/06/04 10:11 PM)
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neofate
Member
Reged: 10/30/02
Posts: 158
Loc: Southeast United States
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In short,
No, normally you can't pick up when they are closed to the public. However, I have talked them into letting me swing by and get packages before. I slipped em a 20 =) , but that was after the fact.
And if your wondering, that was for a laptop I had to get THEN 
Good luck
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-/\/eofate
"Life is 10% what happens to you, and 90% of how you react to it."
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saraba
Member
Reged: 01/27/03
Posts: 183
Loc: west coast
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I swung by on a Saturday as well a few months ago, and slipped them a $20, too! Great minds think alike!
The dilemma here is "where is the package?" A UPS person said it might be in a locked container? Unlock it then, and if I'm not understanding why it can't be unlocked, let me know! Also, they DO Saturday delivieries in my hood, so why can't they just send it out tomorrow morning - i figure it could be a priority since it was supposed to come today...
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ML63
Member
Reged: 02/08/03
Posts: 188
Loc: Upstate New York
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Quote:
The customer service person at UPS was like,"well, i don't know what to tell you. we have it rescheduled for MONDAY." totally not do able. What is he supposed to do? Is it lost? Did the driver not get his deliveries out? Can he pick it up at the hub tomorrow morning?
I've had experience with this very problem. A Friday UPS delivery gone bad. In my case though I still got it on Friday. The airport hub in my town is actually open until 11PM and I had to wait until the driver got back and checked in. Anyway, I was just honest and told them that it was medication that I needed that day as was originally intended, NOT three days later. Once they hear "medication" they listen real close as they absolutely want to avoid taking chances with someone's health. They never asked what kind of meds. In fact, it was only the CS folks on the phone that I discussed the medication angle with and picking it up at the hub was stickly routine after that. No wierd questions or comments which was greatly appreciated to say the least. So call UPS CS (1-800-742-5877) and tell them you have to have your meds ASAP. As long as they're physically there at the hub and not still in transit somewhere they'll be able to arrange for you to go and pick them up, even on a Saturday. At least that's how it should go. Good Luck!!
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Emmee
Newbie
Reged: 10/09/03
Posts: 30
Loc: Northwest coast
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Don't take no for an answer. Generally when you speak to the rep at h 1-800 #, they give that routine answer, which is incorrect half the time. If you explain a few things assertively, they will help. Tell them:
a. It is medication.
b. You paid a ridiculous amount for overnight delivery.
c. It is a matter of health.
Even though many of the hubs aren't open on Saturday, they do delivery and there is someone at the hubs distributing packages. By the time they transfer your call to the local hub, you will find the people more than willing to help. I actually went directly to the hub when faced with a similar problem. The building was dark, but the door was cracked, and I yelled into the warehouse until someone answered. It just so happened to be the driver who had my package. My oldest son now works for UPS, and is one of the people at the hub on the weekend loading and unloading. Trust me, they are there. Good luck. I know how frustrating it can be.
And if they ask what the medication is for, because sometimes they do, simply reply, "A chronic illness I would rather not detail."
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saraba
Member
Reged: 01/27/03
Posts: 183
Loc: west coast
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Thanks for the advice and support. I will update tomorrow.... 
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Beetlenut
Threadhead
Reged: 09/09/02
Posts: 764
Loc: Colorado
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OK. 1) Call back and see if you can get a better customer service person. If not,
2) Ask to talk to a supervisor.
3) Tell them that it is medication, and that you paid for overnite. UPS has a policy regarding medication - I was once told by a UPS supervisor that if the shipment is medication, they treat it as a PRIORITY.
Good luck, just try these things and I'm sure you'll have it in the bag...
Oh, please let us know what happens!
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PlyrLacy
Enthusiast
Reged: 12/29/01
Posts: 242
Loc: Mid-Atlantic, USA
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I've been through this mess ... had a package scheduled, and paid, for Saturday delivery. It did not show by noon. I called the 1-800 # and was told that the hub closed at noon. I asked if there was a possibiity there was someone at the hub loading or unloading trucks, or organizing, or just working.
She told me that there was nothing that could be done. I told her it was medication I due for delivery that day. She just apologized. I asked to be transferred to the hub, she said she could not do that. I asked for a supervisor, the supervisor gave the same answers. I then asked her what I was to do without medication until Monday, she said I should call the shipper. The shipper is closed on Saturday, she said to call Monday and then the supervisor apologized.
I found UPS to be rude and unprofessional. They were not caring nor compassionate. It's happened more than once and now I refuse to use a pharmacy that utilizes their services, no matter what I have to pay.
BTW, I have moved to a new address and still have the same hub. And still prefer FedEx.
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"Lacy"
Work like you don't need the money, love like you've never been hurt and dance like no one is watching.
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ohd_37
Board Addict
Reged: 08/05/03
Posts: 399
Loc: up north, yankee all the way
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Like Beetlenut said get a supervisior on the phone...you will always get better results...don't even mess with the csr when you get a live person just ask immeditaly for a supervisior if they ask what it is concering just tell them you will take that up with the supervisior. I find that the supervisiors are always more willing to help. They last ups delivery I had the driver told me that the people that answer the phone are from an outside agency and half of them do not know what they are talking about!!
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ML63
Member
Reged: 02/08/03
Posts: 188
Loc: Upstate New York
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There was a similar thread here a while back in which the poster also got no satisfaction from the UPS CS folks. So he just went to the hub and told the security guy at the gate that it was all set up for him to pick up his package. That got him inside and the UPS workers just looked for the package, found it and all turned out fine. I guess it depends on how gutsy you are. Then again, facing a weekend without meds, I think I'd try it if that's what it took. It's not like you're risking arrest.
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saraba
Member
Reged: 01/27/03
Posts: 183
Loc: west coast
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I had the CSR's and supervisor tell me,"sorry, nothing we can do because it's locked up and no weekend employee has acess but it will be delivered Monday." No apology, no one trying to out of their way...Very annoyed. I'm ready t give up.
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mermaid72000
Member
Reged: 01/19/04
Posts: 125
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ups and fedx are very small in this town and i just print out off the internet my conf. number and that it is there, and they try and make me wait and i just stand there until my name is their MIND and they SEE the package i sign for it and go on my way. there are no rules that you can not pick up package at least where i am. it just irritates them that you are actually letting a driver be a little early on another delievery becuz he does not have YOURS in the truck. if they are acting stupid sometimes i mention that i need my medicine and i am not leaving until the package is in my hands. just catch them before its on the truck. they will get tired of looking at you trust me and hand it over quick!!! then they say oh you have to sign for it and its like hello thats why i am here becuz when it says it will be delivered and when it is and we are talking big bucks overnite or sat. I am not self employed and have hours looking like the neighborhood freak staring out the windows until YOU FEEL LIKE coming down the street. one side of the town to the other is maybe 15 minutes. just my experience
carol
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Emmee
Newbie
Reged: 10/09/03
Posts: 30
Loc: Northwest coast
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If the hub isn't too far away, you need to drive down there and find someone there to ask. Did you ever see online where the delivery went wrong? For instance, was it supposed to delivery Overnight Morning, and the flight was late, or was it driver error? If it was actually on the truck for delivery and didn't delivery, there is simply no reason for them not to bend over backward for you. But again, forget the CSR and Supervisor on the 800 line. They aren't going to understand what the local hub does or doesn't do. I'm telling you, that is the only way at this point. Especially if you are out of medication. I feel horrible for you.
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saraba
Member
Reged: 01/27/03
Posts: 183
Loc: west coast
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I called UPS this morning since the UPS site did not say that the package was on the truck for delivery TODAY. They told me they would put a trace on it and call me back after 10amPST. I can't get ahold of anybody at UPS who has any idea about what's going on. I feel like the "supervisor" at UPS that I'm being passed off to is someone's friend who works in the next cube. What am I supposed to do? HELP!
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saraba
Member
Reged: 01/27/03
Posts: 183
Loc: west coast
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btw- the UPS person said this morning that *maybe* the driver forgot to put it on the truck last week. I was going to go to the hub, but this particular hub is so locked down with security (Being in the middle of downtown LA) it would almost be pointless. They want ID and a door slip (not just the tracking #...and how many times has UPS supposedly come by and not left a door slip) before they even let you into the parking lot...2 sets of fences, some security guys that are as big as matresses...
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kayleighbear
Member
Reged: 12/01/03
Posts: 102
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I had a similar problem when i ordered my seizure meds through my insurance co. I was TOTALLY out and couldn't drive to the hub to pick up the meds because I was afraid that I might have a seizure. So I called and told them that I COULD NOT wait until Monday because I had small children to take care of. You won't believe this, but the driver came AFTER HOURS in his own car. I guess he lived in the area or something? I was very impressed!
Kayleigh
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turcica
seeker
Reged: 12/21/03
Posts: 312
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I've never been really impressed with UPS service. When I was with an OP that used their delivery services, I had one driver stuff the package in between my screen and inside door and took off. He was supposed to get a signature. After that I watched for the driver so I would met him at the door. I was glad when I was finished with the OP using UPS. turcica
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turcica
The only failure is not knowing how to be happy
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kenny
Member
Reged: 01/12/03
Posts: 172
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The worse one is Aireborne they just throw it anywhere on your porch or yard and leave. When I was getting something from them I would have to sit and wait for them. Anyone could of came by and took it. We had a real bad rain and wind storm and he just threw it in the yard and drove away.
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saraba
Member
Reged: 01/27/03
Posts: 183
Loc: west coast
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FINALLY- they delivered. No apology, nothing. When I asked what happened, all they could tell me was,"well, it didn't get delivered on Friday." i thought since they missed the delivery on Friday, I would get it first thing this morning. NOPE! The CS person at UPS kept saying, "Well, it was Next Day Saver, so you won't get it till the latest 7pm." I kept trying to explaing that he paid for NEXT DAY saver, meaning he gets it next day, whenever. I guess if they screw up, the still go by the SAVER, not by NEXT DAY. Not only was it not delivered FRIDAY, but it wasn't delivered till MONDAY, so it was actually 3 days late. They need to know they aren't the only game in town.
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Emmee
Newbie
Reged: 10/09/03
Posts: 30
Loc: Northwest coast
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I am glad it finally came. UPS seems to be getting worse. Funny thing is my oldest son now works for UPS. He is starting as a loader. His first comment to me is, "don't ever ship fragile."
I think it is a crime they didn't help you more. Make sure you follow up and demand a refund for the Next Day Air Saver fee. Their goal was Friday and they are way off. The OP gets the refund and then passes it on to you.
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Tred
Enthusiast
Reged: 10/18/03
Posts: 263
Loc: USA
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I don't know if you all knew this already, but today I called in to ask if UPS could track my parcel even though I didn't have my tracking number. Just five days ago, I called to ask the same question (not meds releated) and they said no problem. Today on the other hand, they said, they've changed their rules and no longer can track packages without tracking number. This isn't that big of a deal, but I thought I'd mention it, since it seems their customer service has gone down, due to this new rule. In the end, not much help from them at all..
FedEx anyone?? hehe
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Entertainment Specialist!
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Pinkie
Member
Reged: 09/24/03
Posts: 113
Loc: New England
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Ha ha about the "don't ever ship fragile" since I heard (second hand) once that they use packages for basket ball/volley ball practice...things like that. I HOPE what I heard was exaggerated...but after hearing things like that I started avoiding them for shipping breakable items! Pinkie
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