Nightmare with UPS
A personal story that should never have happened.
This website will document the story of an exceptionally important shipment that was supposed to be delivered by UPS.
The shipment was intended as a gift for my son’s significant 15th birthday, and its timely delivery carried extraordinary personal importance for our family.
What followed turned into a series of delays, failed attempts, uncertainty, poor communication and actions that I consider completely unacceptable.
The complete case will be documented here chronologically, including tracking information, communication, screenshots, timelines and other supporting material, so that readers can form their own view of what happened.
One positive exception
The only genuinely positive aspect of the entire situation was that an email addressed to senior UPS management was taken seriously and forwarded for further review.
Unfortunately, this stood in sharp contrast to much of the customer service experience that preceded it.
In my view, the handling of the case was marked by poor communication, insufficient urgency, limited accountability and, for a significant part of the process, not even a basic apology.
Our conclusion
This was, without question, one of the worst shipping experiences we have ever had.
After this experience, we will no longer choose UPS for any shipment. We will also make our business partners, friends and anyone sending parcels to us aware that shipments addressed to us should not be sent via UPS.
Any other carrier is acceptable to us — just not UPS.