UPS Chairman and CEO Mike Eskew
UPS Corporate Headquarters
55 Glenlake Parkway, NE
Atlanta, GA 30328
Mr.
Eskew,
I have come up with a new slogan for UPS. My epiphany came after being subjected to the horrid service, inefficiency and unresponsiveness of your company over the course of the past 2 months.
In
November, my girlfriend made the mistake of using your “delivery” company to
send a pair of prescription glasses
back to me from Austin, Texas, to San Antonio, Texas. A distance of 65 miles,
straight down the Interstate. Was UPS able accomplish this? No. Did they call to tell me or my
girlfriend they could not find my package? No.
Did they promptly pay for the lost article? No.
Has there been any sort of basic follow up or apology initiated by UPS? No.
It
is now late January, and we have yet to be reimbursed, even partially, for the
lost glasses. The item, packaged and shipped from a UPS Store, came open and
was lost, according to the minimal information I was able to squeeze out of UPS
employees after multiple calls. Instead of gladly paying for the mistake and
apologizing, I was told to wait 10 days, file a complaint, provide receipts,
sign forms and generally jump through hoops. I did this. My receipt for the
$275 glasses UPS lost apparently resulted in a $100 check. You do the math and
ask yourself if it equals a happy customer.
But,
for some reason, the check was mailed to the UPS Store and not to me or my
girlfriend. The store did not call us when the check arrived and the check, if
it exists, has been locked in the manager’s safe for weeks. He does not return
calls, he does not even work at the store, we are told. I know these stores are
independently owned, but they have your name on their sign. You need to take
responsibility for their actions or take your company’s name off their sign.
In discussing this appalling customer service with my friends, family, and various people I meet on plane trips, I have come to the conclusion that we’d have been better off paying a homeless person to walk the package down from Austin to San Antonio. Thus the inspiration for my new UPS slogan. You are welcome to use it, but if you do, please send me a check for $175 – I need new glasses.
UPS
– You’d be better off using a hobo.
Sincerely,
John
Henrichs
AKA
tracking number xxxxxxxxxxxxx