A friend of mine was sent a bouquet of flowers for her birthday, but they were sent to her home address. Since this package required a signature for delivery, and she has a full time job and couldn’t be home to sign for it, I thought I would investigate the UPS website to see if it was possible to re-direct the shipment to her office.
Why does it cost $4 to re-direct a shipment to a new address using the online tool? I can understand that it would cost to use the phone service to make a change, because you are literally using human resources, but this is a scam. By using the online tool, you are simply modifying fields in a database and a computer is doing all the work.
I was also surprised to see that it cost $4 to simply reschedule a new delivery time. This is insane.
You shouldn’t have to pay money to receive a package that was sent to you, regardless of the last minute changes. UPS provides a service to customers, but it shouldn’t try to snake a few extra dollars to make a simple change.
What happened to taking care of the customers and trying to win them back again for another transaction with quality customer service?
I am directing this blog post at Thomas from UPS. I am hoping he can help me, or at least shed light on this disaster. I have been a UPS customer for years now, ever since I used to drop packages off at the West Chester location as a kid.
UPDATE: Thomas responded:
