Unbelievable LACK of CUSTOMER SERVICE and or CARING

Posted Fri May 11, 2012 6:46 pm, by Edward M. written to UPS

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We make customer tshirts for schools, businesses, churches, etc. We had designs we needed to complete four orders shipped from our vendor second air. All of these orders are first time purchases from our customers. One of which we have been working with for almost six months to get an order from. Not only was the package a day late because UPS said they lost it somewhere in Atlanta, but they have been really unwilling to make the slightest effort to help us today in recovering this package in time for us to save the third order that's going to be lost in about 5 more minutes . I called and asked if they had an idea where the truck was, they said they had no way to contact the river, BULL. They are not going to let a driver leave their terminal with no way to contact them. I offered to pick up the package from the truck and asked if they would have the driver leave it at their next stop for me to pick it up. I was told "I will check and call you back". Almost two hours later......no call !!! My customer (the third one ) is canceling his order now. The fourth order is ok because it's not due to be delivered until tuesday. When the package was offically listed as lost, UPS refused to discuss it's staus with me because I was not the shipper. So far this total lack of customer service has cost me over $1000. not to mention being stuck with a load of odd color shirts I can't use that would cost me more money to return and pay restocking fees on. This has not only been a loss of these sales but it has also cost me future orders from the school and the other business these orders were for. The business owner not only doesn't want this order he is calling a friend he gave our number to and asking him not to order from us. I realize customer service is a thing of the past but this is what happens when a company gets too big, they just don't care. One more thing, the UPS truck dropped off our shirts before 1p.m. and the designs are still not here at 5:40. Thanks guys. So much for running the "TIGHEST SHIP IN THE SHIPPING BUSINESS" THAT'S GOT TO BE A JOKE but I'm not laughing right now.

Well there's no way they can compensate us for the damaged they have caused our reputation as a reliable business. UPS should however compensate us for something above and beyond the shipping cost. Our vendor will do that much. I guess what I would really like for them to do is at least apologize for the obvious lack of caring shown in this matter. Maybe even promise to make a little effort in providing some level of customer service.