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Forum > Miscellaneous > More customer service whining. And this time it is serious ( Moderated by Deepika, EleanorSews, CynthiaSue)

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More customer service whining. And this time it is serious
It involves shipping fabric! Silk!
tourist
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tourist  Friend of PR
Intermediate
British Columbia CANADA
Member since 7/23/07
Posts: 6351
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Date: 12/15/12 5:05 PM

Can't find a good match in chiffon of any sort for the current ballgown, so DH hits the google and finds some that looks pretty good. Great that you can track the shipping! The seller ships quickly, they keep it at the border forever, but whatever - fuchsia silk chiffon is obviously dangerous and needs to be scrutinized. Then it is miraculously about to be delivered the next day! Huzzah! Not so fast...

The next tracking note is: "left at a UPS facility" and the next day, same note! OK, so let's go pick it up. I don't think so. After scrounging around for a phone number and getting "for your convenience" voice mail jail, I get a nice lady who tells me I can't. I have to wait until they have a "failed attempt to deliver." Which will happen on Monday. If they don't leave it at the facility again. And of course she has no idea why they left it behind or if they plan to put it on the #$%^*ing truck on Monday, either!

To top it off, she hands me a nice bit of phrasing that I am sure they paid some customer service specialist to teach her to say. "That must be frustrating for you. You have been waiting to get that package for a long time and you would really like to have it." Well, yes, I would. And I don't appreciate being spoken to the way I speak to toddlers.

I don't need the fabric right away and don't have time to sew it, but omg this kind of stuff is aggravating.

------
http://bgballroom.wordpress.com to follow the progress on my next ballgown.

Miss Fairchild
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Miss Fairchild
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In reply to tourist <<
thumbsup 1 member likes this.


Date: 12/15/12 5:15 PM

Quote:
"That must be frustrating for you. You have been waiting to get that package for a long time and you would really like to have it."
And in the meantime, I'll send you a lollipop if you're a good girl.

Gack! What condescending talk. How in the Blue Blazes would she know how I was feeling at that moment (if it were me on the other end)? Being caught in this same customer service jargon at a time or two myself, I have to laugh at its ridiculousness!

------
"Play the cards you are dealt, but choose who is sitting at the table"..AARP magazine

SEE MY ETSY SHOP HERE: http://www.etsy.com/shop/AuntMaymesAttic
My blog: http://auntmaymesattic.wordpress.com/

Franksdottir

Franksdottir  Friend of PR
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In reply to tourist <<
thumbsup 8 members like this.


Date: 12/15/12 10:29 PM

Dear Customer Service,

Yes, I have been waiting for that package, and yes, I am frustrated. So frustrated that if I don't get my fuchsia silk chiffon on Monday I am coming down to your warehouse and rooting through your packages until I find it.

I will then strip off ALL of my clothes, wrap myself in the fabric, and do the Dance of the Seven Veils before what I hope will be a delighted audience. Tell your friends.

Thank you for your attention to this matter.

------
Barb

Maia B
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Maia B  Friend of PR
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Illinois USA
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In reply to Franksdottir <<


Date: 12/16/12 3:04 AM

Barb, you gave me a much needed laugh out loud (well, ok, I snorted first). Thx

------
🌸 Plenty of machines, mostly Berninas 🌸

Franksdottir

Franksdottir  Friend of PR
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In reply to Maia B <<


Date: 12/16/12 3:17 AM

My pleasure!

------
Barb

Vintage Joan
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Vintage Joan
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In reply to tourist <<


Date: 12/17/12 4:01 PM

Quote:
The next tracking note is: "left at a UPS facility" and the next day, same note! OK, so let's go pick it up. I don't think so. After scrounging around for a phone number and getting "for your convenience" voice mail jail, I get a nice lady who tells me I can't. I have to wait until they have a "failed attempt to deliver."


Is it UPS that told you this, or the company?

Quote:
they keep it at the border forever


One of the reasons why I've never liked cross-border shopping.

------
my shield and my very great reward ~ Gen. 15:1

Rainer
Rainer
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New York USA
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In reply to tourist <<


Date: 12/17/12 4:45 PM

Seriously...you need to call UPS everyday and several times a day. I would get the same canned response until I took another route.

I had 4 packages that were left in facility for 9 days and I paid for 2 day shipping.Plus everyday waiting around as if my time means nothing .

Ask to speak to a supervisor and ask them to contact the floor manager for your facility and to find out why your package is being left in facility.

It will get the ball moving. These managers are gig on their numbers and those numbers are how many packages get left behind that do not meet the delivery due date.

When you call and no supervisor is available you leave your number and they are required to call you back within 2 hours.

Well for days and days no one called back . So I called a friend who use to work for UPS and was instructed to call again and tell them if I don't get a call with an explanation why my packages are
being left in facility for 9 days after due date you will email
Scott Davis the CEO in ATLANTA with everyones employee code attached. They only give you their first name which doesn't help so get employee codes. They are required to give it to you only if you ask for it.

Well not only did I get a call the call came maybe 10 minutes later and my packages were delivered the next day at 9:30 am.

I never did get a clear explanation of what caused my packages to never leave facilty for 9 days.

This was 3 weeks ago.

I know it's Christmas time and UPS is busy but 9 days after due delivery date is crazy plus no delivery attempts at all so I had to
go the route I normally wouldn't take.

Rainer
Rainer
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New York USA
Member since 10/5/10
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Date: 12/17/12 4:50 PM

Also everytime you call the customer service rep is require to send an email to a manager with your complaint and tracking number so the managers name who never called you back is attached to your calls.

That's why I got the call right away after mentioning the CEO.

jannw
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jannw  Friend of PR
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In reply to tourist <<


Date: 12/17/12 4:55 PM

Did you ever get your fabric? or do you have to take Barb's advice?

------
2009-113.25 yds
2010-115.5
2011-80.25+30+donated
2012 86.3 yds..
2013 21.0
Everyone who sews seriously has a stockpile of fabrics, because it is natural to purchase more than can be sewn in any one season" Singer, Timesaving Sewing, 1987

Learn To Sew
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Learn To Sew  Friend of PR
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In reply to Franksdottir <<


Date: 12/17/12 6:39 PM

I'll have you know I was drinking hot tea while reading this. I nearly lost it.
-- Edited on 12/17/12 9:50 PM --

------
Bernina 630, my much loved main machine
Bernina embroidery module
Pfaff 2036 my back up & travel machine
Babylock Molly, mechanical
Bernina 1200DA serger
Unique Sewing Cabinet 450L

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