Mr. D. Scott Davis
Dear Mr. Davis:
To UPS, it was tracking number 1Z071WE20291910529. To me, it was a gift for my father's 85th birthday, the centerpiece of the celebration we had been planning for months, to be opened at a dinner for our whole family. We really needed it to be in Chicago on time.
I figured that sending it Tuesday and paying extra for two-day delivery should do it. We didn't need it until Saturday.
When it had not arrived by Friday, I checked and found out it had been delayed for a day due to snow. Therefore, it should then have taken three days and arrived on Friday, Saturday the latest. But the website said it would not be delivered until Monday. So with the help of the retailer, we were able to confirm that we could pick it up ourselves at UPS on South Jefferson Street in Chicago Saturday before 1 pm.
A $40 cab ride to South Jefferson St. later, we were told that the package was there but on the truck and could not be unloaded. Danny (he did not give me his last name) at the pick-up desk had no suggestions to make. He was courteous but completely unhelpful.
I understand weather delays and human error. This is why I paid for two-day delivery five days before I needed it -- to be absolutely sure it would be there on time. What I do not understand is why we and the shipper (Voice Quilt) continually got the wrong information every time we checked either by phone or online (at least five times each) and why a pick-up desk like the one at South Jefferson has no manager around in person or by phone who can help with alternative options.
Now that it has arrived – a week after it shipped for two-day delivery -- I would very much appreciate your looking into this matter and getting back to me to let me know what steps UPS will take to improve communications and responsiveness in the future, including an immediate alert to the shipper and /or recipient of any delay and staff who can word toward the "solutions" your website claims are the UPS speciality.