Wednesday 31/08/16 O/T: [19:23] Hello Adrian. My name is ******* O/T. How can I help you today? Adrian: [19:23] Hi, Ive waited in all day from 7am to 7pm only for my parcel not to be delivered. Please help! O/T: [19:23] can i have the order number please? Adrian: [19:23] ************Southampton to Andover is only 30 miles so I don't get it! O/T: [19:24] Please can you confirm the first line of your address and post code for security? Adrian: [19:25] ***************I contacted you after 5pm and was told it would be here by 7pm! O/T: [19:26] hmm it is still out on the drivers van... [19:27] but I need to get this looked into for you as the drivers have now finished work Adrian: [19:27] How can a driver end his shift and take my parcel back to the depot? O/T: [19:28] I am not sure, it will be scanned back into the depot later Adrian: [19:29] But on your tracker service its shown all day that it was out for delivery which seems pretty clear to me! [19:30] Had I known that he was just taking it out the depot for a ride and back I'd have gone to work! O/T: [19:31] I am sorry about this Adrian: [19:32] I've lost a day's holiday because I stupidly relied on your tracker service - will he leave it behind my side gate if you put a note on the system please? O/T: [19:33] I can ask them, but the driver may not be happy to do this Adrian: [19:33] Ha ha this is a joke - what about the customer's happiness? How are you going to put this right? O/T: [19:37] As you are the receiver, I am unable to discuss compensation with you Adrian: [19:39] Please understand that I'm not looking for compensation - as a customer I have a reasonable expectation that your contract with the sender will be honored! Why wasn't I notified that it would not be delivered today? O/T: [19:40] We didnt know it wouldnt be, it was out for delivery - i can see what you can see on the tracking, nothing additonal Adrian: [19:44] I don't wish to appear rude, but basically I still don't know if it will be delivered tomorrow or not? What do you think my chances are on a scale of 1 to 10 - 10 being the highest? O/T: [19:47] 9 [19:51] Is there anything else I can help you with today? Adrian: [19:51] Ok I do appreciate that you don't have a magic wand and I guess that today was NOT my lucky day. Hopefully by me not getting my delivery, it means that somebody else less fortunate got theirs. If you could ask the driver to pop it behind the locked side gate that would be great. I'll leave a note for him on the front door. I'm sure all you guys at UPS do your best and it was just my bad luck. Have a great evening Thursday 01/09/16 O/T: So sorry to hear that you are unhappy with the service, please can you DM your order number so that I can take a look? Adrian: 9*********** O/T: I can see UPS have advised: THE STREET NUMBER IS INCORRECT. THIS MAY DELAY DELIVERY. WE'RE ATTEMPTING TO UPDATE THE ADDRESS. Adrian: This makes no sense - as long as my postcode is correct that should suffice - the house number should not be a barrier? O/T: The courier will need the house number in order to locate your address. Please DM us to confirm the details. Adrian: Hi, My address is *************. Just so you know I'm also contacting the sender to verify the address he asked for it to be sent to. O/T: Thank you, I will pass this onto the courier for you. Adrian: FYI, Just had confirmation from the sender (your customer) that he used my correct address - I think you need to investigate what you are being told by the courier!!! O/T: Hi yes of course, I am in contact with them so will get back to you ASAP Adrian: FYI - UPS just telephoned me and admitted that they've had the correct address all along, but their driver 'was having trouble finding my address'. I have given them directions and they say it will be delivered tomorrow! We shall see but very disappointed to note that we were given miss-leading information e.g. incorrect address!!! Also, the sender tells me that they had my mobile number all along - not sure if this is plain old-fashioned incompetence or shocking customer service??? Sad that it's your firm's name that gets the bad reviews, maybe time to re-assess your partnering agreement with UPS! O/T: I do really apologise, this is what UPS advised us. I will keep an eye on this for you tomorrow Adrian: Thank you Friday 02/09/16 O/T: Good Morning, I have spoken to UPS and they have configured the driver was having problems in locating the address and needed directions. I have confirmed your address and contact details again to them and they have advised that this will be delivered today. Adrian: Brilliant thanks. Please can you message me once it has been delivered O/T: I have just checked the tracking and it is sho8ing failed again as invalid address. I have call ed UPS again stating that this address is completely correct and this needs to be delivered. They are getting a case raised and as soon as I have any further updates I will be in contact. Adrian: Ok, I'm lost for words!!!! Why did the driver not ring me if he got lost??? This debacle needs a wider audience O/T: I am so sorry, I will continue to chase this and let you know once i have any more updates. We have passed all your details across but we cannot guarantee a call as they are not issued with company phones, we can only ever request this. Adrian: Frankly, I don't care about your problems with UPS - I just want you to deliver on the contract that you made with the sender that is your job and not my problem. O/T: Hi,, I have checked the tracking and can see that you have now received this. I am so sorry for the problems in this order. Adrian: Hooray, at last - I would ask that you send me something to compensate for the time, stress and inconvenience that contact with your organisation has put me through, but the chances are it wouldn't get delivered. I can only hope that Interparcel learn from this experience - I know I have and that's not to use Interparcel.com or UPS EVER!!! Wednesday 31/08/16 O/T: [19:23] Hello Adrian. My name is ******* O/T. How can I help you today? Adrian: [19:23] Hi, Ive waited in all day from 7am to 7pm only for my parcel not to be delivered. Please help! O/T: [19:23] can i have the order number please? Adrian: [19:23] ************Southampton to Andover is only 30 miles so I don't get it! O/T: [19:24] Please can you confirm the first line of your address and post code for security? Adrian: [19:25] ***************I contacted you after 5pm and was told it would be here by 7pm! O/T: [19:26] hmm it is still out on the drivers van... [19:27] but I need to get this looked into for you as the drivers have now finished work Adrian: [19:27] How can a driver end his shift and take my parcel back to the depot? O/T: [19:28] I am not sure, it will be scanned back into the depot later Adrian: [19:29] But on your tracker service its shown all day that it was out for delivery which seems pretty clear to me! [19:30] Had I known that he was just taking it out the depot for a ride and back I'd have gone to work! O/T: [19:31] I am sorry about this Adrian: [19:32] I've lost a day's holiday because I stupidly relied on your tracker service - will he leave it behind my side gate if you put a note on the system please? O/T: [19:33] I can ask them, but the driver may not be happy to do this Adrian: [19:33] Ha ha this is a joke - what about the customer's happiness? How are you going to put this right? O/T: [19:37] As you are the receiver, I am unable to discuss compensation with you Adrian: [19:39] Please understand that I'm not looking for compensation - as a customer I have a reasonable expectation that your contract with the sender will be honored! Why wasn't I notified that it would not be delivered today? O/T: [19:40] We didnt know it wouldnt be, it was out for delivery - i can see what you can see on the tracking, nothing additonal Adrian: [19:44] I don't wish to appear rude, but basically I still don't know if it will be delivered tomorrow or not? What do you think my chances are on a scale of 1 to 10 - 10 being the highest? O/T: [19:47] 9 [19:51] Is there anything else I can help you with today? Adrian: [19:51] Ok I do appreciate that you don't have a magic wand and I guess that today was NOT my lucky day. Hopefully by me not getting my delivery, it means that somebody else less fortunate got theirs. If you could ask the driver to pop it behind the locked side gate that would be great. I'll leave a note for him on the front door. I'm sure all you guys at UPS do your best and it was just my bad luck. Have a great evening Thursday 01/09/16 O/T: So sorry to hear that you are unhappy with the service, please can you DM your order number so that I can take a look? Adrian: 9*********** O/T: I can see UPS have advised: THE STREET NUMBER IS INCORRECT. THIS MAY DELAY DELIVERY. WE'RE ATTEMPTING TO UPDATE THE ADDRESS. Adrian: This makes no sense - as long as my postcode is correct that should suffice - the house number should not be a barrier? O/T: The courier will need the house number in order to locate your address. Please DM us to confirm the details. Adrian: Hi, My address is *************. Just so you know I'm also contacting the sender to verify the address he asked for it to be sent to. O/T: Thank you, I will pass this onto the courier for you. Adrian: FYI, Just had confirmation from the sender (your customer) that he used my correct address - I think you need to investigate what you are being told by the courier!!! O/T: Hi yes of course, I am in contact with them so will get back to you ASAP Adrian: FYI - UPS just telephoned me and admitted that they've had the correct address all along, but their driver 'was having trouble finding my address'. I have given them directions and they say it will be delivered tomorrow! We shall see but very disappointed to note that we were given miss-leading information e.g. incorrect address!!! Also, the sender tells me that they had my mobile number all along - not sure if this is plain old-fashioned incompetence or shocking customer service??? Sad that it's your firm's name that gets the bad reviews, maybe time to re-assess your partnering agreement with UPS! O/T: I do really apologise, this is what UPS advised us. I will keep an eye on this for you tomorrow Adrian: Thank you Friday 02/09/16 O/T: Good Morning, I have spoken to UPS and they have configured the driver was having problems in locating the address and needed directions. I have confirmed your address and contact details again to them and they have advised that this will be delivered today. Adrian: Brilliant thanks. Please can you message me once it has been delivered O/T: I have just checked the tracking and it is sho8ing failed again as invalid address. I have call ed UPS again stating that this address is completely correct and this needs to be delivered. They are getting a case raised and as soon as I have any further updates I will be in contact. Adrian: Ok, I'm lost for words!!!! Why did the driver not ring me if he got lost??? This debacle needs a wider audience O/T: I am so sorry, I will continue to chase this and let you know once i have any more updates. We have passed all your details across but we cannot guarantee a call as they are not issued with company phones, we can only ever request this. Adrian: Frankly, I don't care about your problems with UPS - I just want you to deliver on the contract that you made with the sender that is your job and not my problem. O/T: Hi,, I have checked the tracking and can see that you have now received this. I am so sorry for the problems in this order. Adrian: Hooray, at last - I would ask that you send me something to compensate for the time, stress and inconvenience that contact with your organisation has put me through, but the chances are it wouldn't get delivered. I can only hope that Interparcel learn from this experience - I know I have and that's not to use Interparcel.com or UPS EVER!!!