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 never came.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 he calls?!)
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.
-- jc Published e-mail address is strictly for spam collection. If e-mailing me, please use jc631 at optonline dot net