A couple weeks ago, I ordered some stuff from Rockler. They shipped
the order the next day, and e-mailed me the UPS tracking number. The
UPS-scheduled delivery date was Monday, January 24.
The package didn't show up on the 24th, but we'd had a pretty major
snowstorm over the weekend and I figured that had held up delivery,
which was forgivable, and meanwhile the UPS site showed a rescheduled
delivery on the 25th. No big deal.
Well, it didn't show up on the 25th, or on the 26th either. On the
27th I e-mailed UPS asking for an explanation, and they replied with
a promise to provide an answer by the next business day. That answer
On Monday the 31st I called UPS and after struggling through the
automated system I finally got to talk to a human being who was
perhaps the most un-helpful customer service representative I've ever
dealt with. She first tried to tell me that the package had been
delivered a week ago. When I pointed out that the UPS tracking page
showed that the package had been sitting at the local depot for over a
week, she told me she wasn't familiar with the tracking system and had
no explanation. (How the hell can they put somebody into customer
service who hasn't a clue how the system works and doesn't know how to
read the tracking page that the customer is probably looking at when
Eventually I was transferred to another individual who was equally
clueless and equally uninterested in helping me. She said the best
she could do was to "initiate an investigation." This investigation,
she told me, would take up to eight business days and they would not
tell me the results. Instead, they would report to the shipper, and I
would be expected to call the shipper on a daily basis to ask them
whether they had heard anything from UPS.
At this point I sarcastically thanked the woman for her complete lack
of useful information and hung up. I then called Rockler to see if
they could be of any help. The woman I spoke to said she'd look into
it and see what she could find out.
An hour later, the lady from Rockler called back. She apparently had
gotten the same non-information from UPS and basically concluded that
the package was lost in their system. But rather than making me wait
eight more days for it to turn up, she said they would re-ship the
order and straighten it out with UPS later.
The order was re-shipped that day and arrived today. Rockler sent it
second-day air even though I had only paid for ground shipment.
What a contrast. Thanks, Rockler.
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