Tangled up in cichlids
- Thread starter Wildcat157
- Start date
Sounds like they have a driver with a lot of explaining to do. Wonder if he’s a fish keeper?....
At 3:22 I sent this email after I finished with the refunds
I just spoke with a few of the customer and they have told me that UPS Director or Operations has called them ALL personally to explain and apologize.
I stand by my customer service. I could not have been any more involved in this other than delivering the packages myself. .. which in fact if I was able to recover them from a local hub I had planned on personally delivering them to 2 of the closest customers.
The fish are from the same EXACT sources as Jeff, the equipment is the same, the ordering and shipping procedures are exaclty the same. I have not changed anything. The information on the website is a direct copy of the orginal put onto a shiny new page.
?
I stand by my customer service. I could not have been any more involved in this other than delivering the packages myself. .. which in fact if I was able to recover them from a local hub I had planned on personally delivering them to 2 of the closest customers.
The fish are from the same EXACT sources as Jeff, the equipment is the same, the ordering and shipping procedures are exaclty the same. I have not changed anything. The information on the website is a direct copy of the orginal put onto a shiny new page.
?
At my job we recently changed from our own warehouse and drivers to a third party warehouse and courier system. It has basically been a disaster and harmed our reputation with our customers due to this sort of thing happen far too often. Unfortunately I know just how frustrated and helpless
Kevin@TUIC
Would be feeling.
Also these things tend to happen more often during the holiday period.
I can also see how the OP would be very annoyed too, especially as live animals are involved,
Wildcat157
did the package eventually arrive? Alive or dead?
I would advise everybody to just chalk this up to experience and not get too upset about it, refunds have been issued so the business has done the right thing. These things do happen unfortunately.
Just checked out the new website, wish I could get some of these fish shipped here!
Kevin@TUIC
Would be feeling.Also these things tend to happen more often during the holiday period.
I can also see how the OP would be very annoyed too, especially as live animals are involved,
Wildcat157
did the package eventually arrive? Alive or dead?I would advise everybody to just chalk this up to experience and not get too upset about it, refunds have been issued so the business has done the right thing. These things do happen unfortunately.
Just checked out the new website, wish I could get some of these fish shipped here!
Just saw this.
In regards to Kevin's post a few things....
#1. Everything he said was accurate.
#2. I'd like to add some addition facts and opinions.
>> It's 6:25 PM, and I have no fish.
>> The first tracking number I was issued had my incorrect mailing address and I had to call Kevin on the phone and have him change it. Which he promptly did. I then received a email saying the first tracking number was cancelled.
>> I was issued a second tracking number with my correct address that said "Shipment was ready for pickup". And that's what it still currently says. Tracking numbers are worthless unless point of origin is entered.
>> I did receive a call and spoke to John H. the North East director of sales for UPS. He apologized. I asked him some specific questions...
>> He confirmed that overnight Saturday delivery for my address was guaranteed by 12PM.
>> He said that all packages should have a origin scan at pickup but sometimes its not done. He is specifically looking into this driver.
>> When I raised the point of " What if the merchant/vendor specifically asked for the packages to be scanned?"
He said the driver would have / and should have met the merchants request.
>> There was only 5 small packages. That should have taken about 5 seconds with a hand held scanner to enter the point of origin into there multi billion dollar system.
>> He also said Kevin would receive a refund on his end.
>> He said that he had people looking around the hub, but without the origin scan in there computer it was difficult to find.
Kevin will be reimbursed, I will also be reimbursed.
I do believe that the risk of this debacle could have been lowered if it was insisted that these 5 packages were scanned by the driver.
I do hope the driver is spoken to about this.
Sincerely
In regards to Kevin's post a few things....
#1. Everything he said was accurate.
#2. I'd like to add some addition facts and opinions.
>> It's 6:25 PM, and I have no fish.
>> The first tracking number I was issued had my incorrect mailing address and I had to call Kevin on the phone and have him change it. Which he promptly did. I then received a email saying the first tracking number was cancelled.
>> I was issued a second tracking number with my correct address that said "Shipment was ready for pickup". And that's what it still currently says. Tracking numbers are worthless unless point of origin is entered.
>> I did receive a call and spoke to John H. the North East director of sales for UPS. He apologized. I asked him some specific questions...
>> He confirmed that overnight Saturday delivery for my address was guaranteed by 12PM.
>> He said that all packages should have a origin scan at pickup but sometimes its not done. He is specifically looking into this driver.
>> When I raised the point of " What if the merchant/vendor specifically asked for the packages to be scanned?"
He said the driver would have / and should have met the merchants request.
>> There was only 5 small packages. That should have taken about 5 seconds with a hand held scanner to enter the point of origin into there multi billion dollar system.
>> He also said Kevin would receive a refund on his end.
>> He said that he had people looking around the hub, but without the origin scan in there computer it was difficult to find.
Kevin will be reimbursed, I will also be reimbursed.
I do believe that the risk of this debacle could have been lowered if it was insisted that these 5 packages were scanned by the driver.
I do hope the driver is spoken to about this.
Sincerely
The very thought of those poor fish sitting somewhere already dead or waiting to perish.
A few years ago I sold and sent a wolf fish to a fellow member via UPS and they lost the box.We were eventually reimbursed by the company but the experience nearly made me swear off shipping fish altogether.
A few years ago I sold and sent a wolf fish to a fellow member via UPS and they lost the box.We were eventually reimbursed by the company but the experience nearly made me swear off shipping fish altogether.
