It's taken me a little bit to write this review because I don't like to rant but I am truly upset…read morewith UPS and Water So Good (located at 19762 Sherman Way, Winnetka, CA). So, I'm writing to share with everyone to make you aware.
On Thursday, 7/14/22, I was supposed to get my new iPad from Apple delivered by UPS to my apartment but the front gate was locked so the driver took it to Water So Good, a UPS pick up access point. I requested an update from UPS to notify me when the package was delivered there around 11:00 am and waited all day long...no update was ever received. Finally, on Friday morning, 7/15/22, at 10:03 am I finally received notification from UPS that my package was available for pick up, but I was at my 9:30 am eye appointment in Burbank (roughly 15 miles away) so I couldn't go to Water So Good until my exam was finished.
I arrived around 11:30 am to pick up my package and was told by the lady working at the store that my package had been picked up already by 'me.' Yes, that's right, she told me that a lady came 15 minutes before I got there and showed her a valid ID with my name, and they had the tracking information and a picture of the "Sorry we missed you" slip that the UPS driver left for me that I had in my hand. She then told me that there was nothing that she could do because the person had a valid ID, and the package was no longer there. So, I told her that it was not me and she kept telling me that there was nothing that she could do and called her boss, the owner, to tell him that he needed to come to the store because there was a UPS issue.
I proceeded to call UPS and the UPS representative that I spoke to told me that the package could not be picked up without a valid government ID but someone from the same household with the same address could pick the package up for me. WTF? (Sorry, I'm really upset) So I called my son just to ask and the package was not delivered at home today nor had he picked it up for me before I arrived. Again, the lady at the store told me that it was a woman who picked up my package...a $800 iPad that I ordered off the Apple website 2 weeks ago...it was a special order...but I wanted to make sure.
Now I'm livid and I called Apple to find out what can be done since they shipped my order to me using UPS and the UPS representative told me that I needed to contact them and get a police report Apple. The Apple representative was wonderful and was floored that my package was stolen by someone pretending to be me but not surprised. In fact, she submitted a request for a shipping investigation because of how weird and unlikely it was that someone would take the time to create a fake driver's license just for my iPad and use it at Water So Good, pretending to be me. I agreed because no attempts had been made on my bank accounts that can't be accessed without my authorization via codes that are sent to my cell phone or a phone call, all of my credit reports are locked and can't be unlocked without my approval through codes sent to my cell phone or a phone call but they want me to believe that my package was picked up by someone that looked like me, knew my name, cell phone number, address, and had the UPS tracking number and a picture of the UPS pick up slip that I had in my hand. Am I missing something because this is not making any sense to me?
The topper was when the owner got there. He immediately came at me aggressively, telling me that I shouldn't let other people use my driver's license (that I had on me and showed the lady), that there was nothing that he could do, and it was not their fault that someone else picked up my package. He took the UPS pick up slip to his van and either made a call or tried to locate the package on his phone while sitting in his van (not in front of me). When he came back into the store, he told me that I needed to leave and go to the police station to file a report because there was nothing that he could do, and the package was gone. The good thing is that the Apple representative heard everything that he rudely said to me and was flabbergasted that he was speaking to me the way that he was and at the things that he said to me. She took notes on everything for the shipping investigation.
I called the LAPD and ended up having two police officers come to the store location because I had a homeless guy hitting and kicking my SUV while I was waiting on the phone to request a police report for the theft. They were very helpful and took the time out of their busy day to explain what I needed to do to file a police report on the LAPD website online for the theft.
I apologize for the length of this post, but this business is local, and I want to make everyone aware of what happened to me because it could happen to you. I am simply at a total loss at what on Earth is going on in our world today and what happened to quality customer service!!!!
