United Parcel Service, Inc
Client Review on United Parcel Service, Inc
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CAUTION: Multiple challenges and unexpected time/cost increases when using UPS for helping with your move! We used UPS to ship 13 boxes from Denver to NYC. To summarize, I spent at least 3-4 extra hours with their customer support and website, I was billed inappropriately twice, their systems do not support a good customer experience.Here's the details of the experience:- We used UPS website to set up shipment including window (data/time) for pickup and received a quote for cost.- 90 minutes after the pickup window had passed, we called UPS customer service to find out what was up. We were told that there was no pickup scheduled and were asked to provide a "Pickup Request Number (PCN)". When we originally scheduled, we did not receive an email with a PCN, nor was a PCN available when we logged into our online account where we placed the shipping order, so we had no way of providing a PCN. UPS customer service told us they would schedule another pickup, but they would have to charge us another separate pickup charge and then after the charges came through on our credit card it would be up to us to call their billing department to dispute the charges a week later!!! Additionally, since it was a Saturday, they wouldn't be able to pick up until Monday between 9am-1pm, delaying our planned shipment.- After all of that, about two hours later (3+ hours after our pickup window), a UPS truck showed up to pick up our 13 boxes. The driver told us we had always been on his schedule that day, but was just running way behind!! Clearly UPS customer service systems and customer website do not have the same information as used by their internal operations.- Once our shipment was at the UPS warehouse and scanned into their system, we were able to go to the website and select a desired delivery date in NYC. There was a fee for this, but we were ok with that. The problem was their website doesn't allow you to pay the fee for your shipment. You have to submit your credit card information 13 times (one for each box) and pay 13 different delivery fees!- The shipment was delivered as scheduled and boxes were in good shape.- After all this, I received an email notice that I was being charged an additional $69 because some of the boxes were 1" larger on one dimension or weighed more than I originally estimated on my shipment. My problem with this: 1) The boxes were moving boxes from Lowes with exact dimensions. 2) They only upcharged me for boxes that were a little heavier, but did not reduce the cost for boxes that ended up being 20+ lbs lighter than I provided. I know my overall shipment weight was at least 50-100 lbs lighter than the total I provided originally!- I haven't yet attempted to get my charges adjusted. They wear you down with all the time and effort required to get what's right, but I'll take a run at that sometime soon.
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