Andriy Kobyakov sent a message to David Abney that said:
Sir,
It is not the first time I experience the situation that UPS packages are not delivered to my door but left on the USP delivery location. That would be still Ok if the driver had left the notice. But again it is not the single case that they donât.
In fact, I am already trying to avoid UPS because of this! And this is sad because the shipping time is quite amazing but the end delivery to the door.
What happened this Saturday was kind of appalling. As described above I did not receive the UPS package at home (I was home all day), no delivery notice left on the door, so I checked my Old Navy order and from there I saw that the package is delivered to the UPS delivery location :
THE UPS STORE 222
38 COMMERCE DU PLE,11, VERDUN, QC, H3E1T8
Tel 5147696245
So, hurried up to get there before closing at 3.00 p.m. forgetting the tracking number. When I arrived the clerk asked me for the tracking number. I told him that I have none present, but I already checked the Internet, and it is delivered his shop this Saturday. This supposed to be the Old Navy soft grey package 2 lb. And asked him just to look around. He started the long explanation that I need either the notice of delivery or tracking number. Well, I started to be getting upset as well. I asked him if the package was supposed to be delivered at my door? His answer was that is driverâs business. He constantly interrupted me with his long speeches about the UPS delivery policy, complaining I was interrupting him by that! Who are you employing as the store clerks? Royal family members?! The final answer was: without tracking number I canât help you, have a nice day. Seriously?
Well, I went out to the next café, checked my e-mail, found the tracking number, go back to the shop. The man, who I asked his name and he refused to answer, looked up in the Internet, recognized that package is in his shop (what I said right at the beginning), TURNS AROUND, REACH THE PACKAGE RIGHT BEHIND HIM! Then he hands me the package. I was outraged! Is this the new customer retention tactics I did not know yet?
As a continuous improvement manager, I can tell you â that is a performance routing deficit. This is not an error. Your employees might be well trained in following the procedure, but they are failing to listen to common sense! Ok, I forgot the tracking number, but I told him that the package arrived this day and described the package. It is a small UPS shop! Moreover, It was right behind him! He could at least pretend he is looking for my package!
Honestly, I feel sorry for such bad personnel training. I am probably not a single person avoiding UPS shipping.
Yours respectfully,
A.Kobyakov
P.S. Amazing feedback policy on the UPS web-page to limit the message by 500 characters. It is worse than I thought!
