Okay, everyone! Now we are really into November. After American Thanksgiving, it is full speed ahead for this holiday season! In keeping with this time of the year, our president, Donna J. Jodhan, has a very appropriate editorial to share with you. Please give this one a read and give us your feedback at info@sterlingcreations.ca. I’m Christian Robicheau, wishing you a very enjoyable weekend.
The Unbelievable UPS Story – A Customer Service Nightmare
by Donna J. Jodhan
You would think that after over a year, things at UPS would have changed for the better. But if anything, it seems to have gotten worse—much worse. The frustration has hit an all-time high, and my latest experience proves that UPS has yet to grasp the concept of effective customer service.
After making over nine phone calls to resolve the non-delivery of my packages, I expected some progress. Surely, a company as established as UPS would have mechanisms in place to handle such issues. Yet, time and again, UPS continues to offer some of the most horrendous customer service I’ve ever encountered. It’s not just a bad experience; it’s a textbook case of how not to manage customers.
Let’s start with the basics: tracking packages. UPS boasts about its advanced tracking systems, but in reality, it seems they can’t even use their own info notice numbers to locate my packages. Yes, those little slips drivers are supposed to leave behind when they “attempt” delivery, which leads me to wonder if they even bother showing up. On one occasion, I received confirmation that a delivery was attempted, but there was no note, no proof—nothing. How does a driver “attempt” to deliver without even leaving a trace?
Then there are the tracking numbers. You’d think that by providing my tracking number—a system designed to ensure smooth deliveries—they could locate my package. But no, not even that seems to help. Each call feels like starting from scratch, with customer service agents bouncing me from one vague response to the next. They repeat the same hollow promises, none of which materialize.
And speaking of customer service agents, the level of communication is downright embarrassing. Conversations go nowhere, promises are made and broken, and follow-up calls never happen. A supervisor once assured me that my package would be delivered by the end of the day—nothing showed up. Another agent promised that someone would reach out to me for further assistance—no one called. The consistency of their failure to follow through is remarkable, in the worst way possible.
The most frustrating part? UPS’s lack of accountability. It’s as if no one within the company actually cares about resolving the issue or improving their processes. Drivers claim to have been at my doorstep when there’s no evidence they were ever near my house. Communication with customer service is a string of half-hearted excuses and empty guarantees.
At this point, one has to ask: What can be done to give UPS the shake-up it so desperately needs? How long can a company of this size continue to operate with such blatant disregard for its customers? It’s time for a major overhaul, one that ensures customers aren’t subjected to this level of incompetence. Maybe it’s time UPS rethinks its priorities because this story is far from unbelievable—unfortunately, it’s all too real for many of us.
Just my two cents for today.
To learn more about me as an award winning sight loss coach and advocate visit www.donnajodhan.com
