My Black Friday order last year took 12 days to arrive on the west coast on a Friday, since UPS Ground doesn't deliver on weekends it took a total of 15 days.
This year I placed my order during wave 7 the Friday morning prior just to beat the rush and paid even less than what was offered during BF. The order was packed & shipped same day with an estimated delivery of today. UPS got it into the local area over the weekend and had it out for delivery yesterday, one day ahead of schedule, between the hours of 9:30-1:30. Got home yesterday afternoon and it's still showing out for delivery. Around 5:00 I check the status and it's updated to delivered - left at front door, even though all my UPS email notifications state a signature is required and my wife was home the entire day to receive the package. Checked out front and there's nothing, no package or attempted delivery notice. Called UPS last night and the agent tells me their system shows that it doesn't require a signature and maybe the update is wrong and it'll deliver today instead. Huh, what kind of sense does that make?
Called UPS again this morning to follow up and furnished all the details over the phone expecting to receive some kind of response or email notification, nothing. Went online to file a claim and turns out they only communicate back & forth with the shipper while I'm left in limbo for 8-10 days while they conduct their research/investigation. Below quoted is the response I received from BO:
"Sorry to hear that you did not receive that shipment. I just took a look at that package did not go out with a signature requirement on it. On occasion, we will waive this for certain long-time customers as most prefer not to have signature required on their shipments. For future orders, please note at checkout if you do require a signature (or not) and we will be happy to oblige.
As for this order, I see that UPS has already initiated a tracer investigation. If you could please reply back with a phone number where you can be reached, a UPS security representative will more than likely need to contact you to verify that you did not receive the package. I'll keep monitoring this and alert you to any changes in the tracer process.
If you have not yet done so, please check with your neighbors as it's not uncommon for UPS to deliver to an incorrect address (especially during peak holiday time periods such as this). UPS is sending out the driver to verify the location of the package and will notify me if they are able to retrieve the shipment.
We will be in touch."
This was my 11th purchase in 5 years so I guess you can say I'm a 'long time' customer but each of the previous orders required it to be signed for. While it wasn't an extremely large purchase it was costly enough (over $700) I would've thought BO would insist on a signature to protect both our interests. I trust that UPS & BO will do the right thing but for those of you buy often and were not aware of the 'on occasion waiving' of a signature, take note of the last sentence in the reply. I would've much rather had the 10 second inconvenience of scribbling my name on the driver's notepad than to go through this headache.
|