Poor Customer service (Chide)
I had an extremely…read morefrustrating experience with UPS customer service (chide) on Thursday, September 3rd around 12:55pm. We had a family member overnight our vehicle tags to us because we needed them urgently to avoid having our car towed. We paid $177 for the shipment to be delivered to Las Vegas, NV, only for the shipment to have the destination entered incorrectly as Las Vegas, NM (New Mexico). The sender's address was also entered incorrectly.
When we called customer service to figure out what could be done once the package was returned, we simply asked if it could be sent to the correct address. We were told that we would have to come in and confirm the information ourselves, which makes absolutely no sense considering I am physically in Las Vegas, Nevada, and the package was supposed to be delivered here in the first place.
What made the situation even worse was the customer service representative's attitude. Instead of trying to help us find a solution, she was hostile, argumentative, and repeatedly talked over me and cut me off. We were not calling to argue about whose fault the mistake was--we just wanted to know what could be done to fix the situation.
The phone connection was also cutting out repeatedly, so we called from two different phones to make sure the issue wasn't on our end. When we mentioned the poor connection to the representative, she became defensive rather than simply acknowledging the issue and trying to continue the conversation.
Mistakes happen. What matters is how a company handles those mistakes and treats its customers afterward. We paid $177 for an urgent shipment and were left feeling like we were the problem for asking UPS to help resolve an issue with the delivery information.
I would strongly recommend improving the customer service training, especially when it comes to listening to customers, not interrupting them, and focusing on solutions instead of arguing. Please review the phone call so you can see how hostile she was being
Update to owner response:‼I understand your explanation, but it's being made to seem like I didn't give the store an opportunity to resolve this. The first lady I spoke with, who recommended contacting UPS, was nice and helpful. I'm referring to the second time I called, when a different associate was extremely rude and argumentative. She told me there was nothing they could do and that we would have to pay for overnight shipping again. I even said I didn't want to argue or go back and forth, but she continued cutting me off. I would encourage you to review that recorded call because it will speak for itself.
We're not even asking for overnight shipping at this point--we just need the package delivered to the correct address. If the store is willing to resolve this, I will gladly take down my review. I don't like leaving one-star reviews; I only do that when I feel I've been genuinely wronged. If we cannot come to a resolution, unfortunately, that's a lot of money spent on a service we did not receive, along with the way I was treated, and I will have to contact the BBB
