I ordered a brand new iMac on Wednesday (October 29), and I paid for expedited shipping to Canada. At the time of the order, the expected arrival date was Monday, November 3.
Imagine my happiness when I discovered that the actual arrival date was today, October 31, and delivery was supposed to take place at noon or earlier! I was pretty excited.
I made sure I stayed home to wait for the computer to arrive, because I needed to sign for it. I didn't want to leave for awhile and then find out I missed the delivery.
I checked the tracking information, and by 9am, it said that my computer was on their truck, out for delivery.
Yay!
At 11:45, nothing had arrived yet, so I checked both the back and front doors for a delivery slip (it's happened in the past that they didn't knock, they just left a slip, which pissed me off, but I could usually reschedule delivery).
There was no slip, and no sign of them. Okay, no biggie. Maybe they were running late.
At 12:04, I got a text message from Apple stating the following:
"Items in order WXXXXXXXX were delivered. We hope you enjoy them."
I was like, "...What?"
I went online to check the UPS website, and got the following information:
Item delivered on: Friday, October 31, 2014 at 11:11 am
Item left at: Front Desk
Signed by: Lisa
Well, shit. They delivered my new computer to someone else. I freaked out, because this wasn't just some $20 item that was missing, it was a $2000 item, and to me, that's a lot of money.
I called the UPS customer service line, and the following conversation ensued:
CSR (Customer Service Rep)
Me (self-explanatory)
CSR: Thank you for calling UPS, how can I help you today?
Me: I just got notice of delivery for an item that was shipped to me, but you delivered it to the wrong location. I don't have my package. How can I get it picked up and delivered to my address?
CSR: I understand that there's a problem, but I'll look up your tracking number and check on that.
Me: Okay. (I give her my tracking number, and waits a minute or two).
CSR: Yes, it was delivered today to (my address), and it was left at the front desk, and Lisa signed for it.
Me: Okay, you didn't deliver it to MY address. The address you gave me is correct, but there's no Lisa here, and I live in a townhouse. There's no front desk. I didn't get my item.
CSR: I understand that you have a problem, but it was delivered.
Me: It may have been delivered somewhere, but it wasn't delivered to me. My name isn't Lisa, there's no Lisa living here, and I don't have a front desk. Your driver delivered to the wrong location, to a company by the sounds of it. I need it delivered to ME. Can you tell me where it was dropped off?
CSR: I understand that you have a problem and I'd like to help you with that...
(Seriously? You've told me three times that you understand I have a problem, but you've done nothing to help?)
CSR: It was dropped off at (my address) with Lisa at the front desk.
Me: Okay, AGAIN, it was not dropped off at my address, there is no Lisa here, and I don't have a front desk. You misdelivered it. You need to pick up the package from wherever it was incorrectly dropped off at - and it was not delivered to (my address) - and deliver it to me.
CSR: I understand that you have a problem and I'd like to help you with that, but it was already delivered.
Me: Delivered to WHO? Someone named Lisa signed for it, and there's no Lisa at this address. It was NOT delivered to (my address). I live at that address, and I've been home all day, waiting. If you delivered it to (my address), I wouldn't be calling you.
CSR: I understand that you have a problem and I'd like to help you with that...
(ARE YOU FUCKING KIDDING ME?)
CSR: ...but we're showing that the parcel was delivered.
By this time, I was torn between reaching through the phone and wanting to go banzai on her ass, and banging my head on the desk.
Me: Okay, let's get this straight. I ordered this item, and I paid for it. It was supposed to come to me. You dropped it off SOMEWHERE ELSE, with someone I don't even know. You delivered it to the WRONG location.
CSR: I understand that you have a problem and I'd like to help you with that...
(OH MY FUCKING GOD.)
CSR: ...but I think it's best that you start an investigation.
(By now, I'm pretty pissed. They gave my computer to some random person and they won't even track it for me).
Me: Can you not just call the driver, get them to return to the place where it was dropped off, and get them to deliver it to me?
CSR: No, we can't do that. I think it's best that you start an investigation.
Me: How do I start an investigation?
CSR: I understand that you have a problem and I'd like to help you with that, so you have to call Apple.
Me: Why do I have to call Apple? They didn't deliver it to the wrong location, you guys did. Apple shipped the computer as promised. It's not their fault.
CSR: I understand that you have a problem and I'd like to help you with that...
(Are you getting tired of hearing that yet? Yeah, me too).
CSR: ...but you need to start an investigation.
Me: I shouldn't have to call Apple. They shipped as promised. You guys are the ones who messed up. You should be taking responsibility and starting the investigation on your end.
CSR: I understand that you have a problem and I'd like to help you with that...
(HOLY FUCK IF I HEAR THAT ONE MORE TIME...)
CSR: ...But you have to call Apple to start an investigation.
Me: Apple has nothing to do with this. YOU misdelivered the item, YOU should track it down. Call the driver.
CSR: I understand that you have a problem and I'd like to help you with that...
(HEADDESK. REPEATEDLY).
I kept talking, telling them it was THEIR error, not mine and not Apple's, but all she'd do is repeat the same thing over and over and over and over.....
I finally just hung up on her after about twenty minutes. I couldn't listen to one more, "I understand that you have a problem and I'd like to help you with that..." because I was ready to go into HULK SMASH mode.
I did call Apple customer service, and the lady I talked to apologized profusely (even though they shipped promptly as promised), and she told me that they would start the investigation on their end immediately. She also told me that I should hear back from them within 24 hours. She then told me that if they couldn't track it down within 48 hours, they'd be sending me another computer. Also, even if they did find the package, and it had been tampered with in any way, they'd send me a new computer anyway. She then apologized several more times.
UPS didn't apologize at all. Not once.
So, I've calmed down a bit, but I still can't believe what UPS put me through. And, I still have no idea where my computer ended up.
UPS takes the concept of 'clusterfuck' to a whole new level. I've had some pretty shitty customer service before, but I think this rates in my top 5.
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