Respected sir/madam,
I live in downtown Boston. I don't have a car, and I'm a full time law student who also has a part time job. I walk home from school and take public transportation everywhere. I purchased a $119 piece of workout equipment from Dick's Sporting Goods online (which, when you're a student, is a significant purchase) precisely because I do not have a car. I went home to visit my parents over the weekend and come back on Monday to find two notices on the door of my apartment building that UPS has tried to deliver my package. The final delivery before they send it back will be on Tuesday from 2-5. I have a note on my mailbox specifically instructing carriers to leave all packages in the vestibule, and Dick's never indicated they were sending the package certified (requiring my signature) so I called UPS customer service to see what's up. It's UPS's policy not to leave a package in downtown Boston in an apartment building when the area is unsecure, such as a vestibule that is left unlocked at all times with no supervision. This makes sense as I have actually had things stolen before out of an unlocked vestibule two locks away. So I said to them that I would be happy to send them something IN WRITING releasing UPS from all liability if the package is stolen. That wasn't good enough for them. So I said fine, can the guy come some time after 5 because I am in class for most of the 2-5 window they provided. No. OK, can they schedule a different day? No, unless I want to PAY A FEE. Can they at least ask the driver not to make this the final delivery and to keep trying until he gets me? No. Fine, I said, I will pick it up. Since you, UPS, are a company specializing in ground transportation, surely you can send the package to my nearest location for pickup. NO. The package is at their Watertown facility (which does not, mind you, take incoming calls) and I would have to pick it up there. I explained that I don't have a car, and while their magic system informs them it's only a 4 mile trek, in Boston with no car getting there is extremely inconvenient - especially when you're a full time student with a part time job and no life. Nope, not willing to accommodate me. I spoke to the customer service rep, his supervisor, and her supervisor/the supervisor at the Watertown facility. They said that Tuesday they will "try" to work with me. No guarantees. I explained I get out of class at 4:10 and will have to walk home, and that since I am on foot with heavy books there's no way for me to guarantee when exactly I will arrive. She said that they will call me tomorrow to see about coordinating it so that I can meet the driver somewhere on his route to pick up my 30 pound package and carry it home myself. How incredibly service-oriented of them. They're the ones providing the service. I'm the one paying. And yet I'M the one who has to go out of my way to accommodate their busy schedule? Oh, and apparently I'm also expected to leave my phone on all day eagerly awaiting their call except that I'm going to be in class where I have to turn my phone off. My favorite part is that I called Dick's Sporting Goods and there's nothing they can do. If the package is sent back to them they will resend, but only by UPS. Nice.