Claire, the manager of an apartment building, went above and beyond the scope of her job duties to attempt to re-route a package destined for a former tenant. UPS didn’t really do anything wrong in this case: the wrong address was the shipper’s fault, or maybe the former tenant’s. But since too many days have passed since the box showed up on the wrong person’s doorstep, it’s no longer UPS’s problem. The package, we assume, will just be written off as “lost.”

So, I manage an apartment building in [redacted], CA. Last week UPS delivered a package and put it at the door of the addressed recipient, however that tenant moved over three months ago. When the package was finally returned to me via the new tenant I told her I would call UPS to come do a pick up, thinking that was the responsible and kind thing to do. Please keep in mind this office does not accept packages for residents so I truly was under no obligation.

I call UPS to inform them of the error only to be informed that the cut off for re-routing a package was five days, and because I had called on the sixth day there was nothing that could be done. I suggested they find some sort of exception as I would just be forced to dispose of the package and UPS would end up looking bad, but no change in response.
I then asked to speak to a supervisor, after holding for 7 or 8 minutes not only was I told the same thing, but that it was the senders problem as she put it to the wrong address. I asked about leaving packages in a public hallway without signatures and the supervisor, [redacted], informed me that was up to the driver’s discretion. Also, when I mentioned I would have to dispose of the package if they couldn’t at least return it to the sender, [redacted] stated I should do that if I felt it necessary.

I am appalled at the lack of customer service and the blatant disregard or sense of responsibility UPS has provided in this circumstance.

At the risk of sounding like my mother, shame on you UPS. You have just lost one more customer.

What was the package? A box of rags? Family photos? An iPhone? Doesn’t matter. Just toss it.

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