Every now and again I will write about good and bad customer service issues, today I’m sharing a story about UPS.
I ordered some furniture from Wayfair Canada. My friends rave about them especially those who work in Real Estate as they feel this is a great method of ordering items to prepare a property for sale. Before I get onto my experience with UPS I will start with the positive about Wayfair:
- They have a lot of choice on their website, high end and budget items
- Ordering was easy, a few clicks and it was done
- Unlike other companies, I wasn’t bombarded with emails after the order was complete
- Their customer service is pretty amazing
Wayfair uses different courier companies depending on what you are ordering, for the item I ordered, pictured, they used UPS. This is what Wayfair and myself went through with UPS.
- Supposed to deliver on Tuesday 15th October
- After waiting at home all day UPS pinged me a tracking update to say my address didn’t exist.
- I phoned UPS who had all the correct details. They said they didn’t have a name but seconds later contradicted themselves saying they did have it.
- They promised they would re-deliver the item on Thursday 17th October
- I called Wayfair to provide feedback at this point, they were kind enough to put me on hold while they contacted UPS. UPS also promised Wayfair the package would be delivered on 17th October.
- So 17th October came along, I waited in for a good portion of the day and didn’t see any tracking updates so I called them.
- After a challenging 45 minutes on the phone, UPS said they had lost the package and had to “open an investigation”, whatever that means.
- I called Wayfair again and they were kind enough to offer me a refund, which I accepted.
- I sent UPS a message through their website to ask them to return the package to Wayfair should they ever find it.
I looked up the UPS Depot who should have delivered the item which is in Delta, British Columbia. The reviews on the Yellow Pages website are pretty bad which explains the horror story I’ve been through. When I go to a UPS store for printing or other needs, whether it’s been in Washington DC, Denver CO or Vancouver Canada, the experience has been great, so I’m sad they don’t have the same service levels in their delivery branch.
Sorting this out consumed a lot of my time which was quite draining. Wayfair did everything they can to resolve the issue but UPS performance was obviously out of their control. So I will buy an alternative product at one of the local furniture stores here in the lower mainland. I’m sad as I was looking forward to doing business with Wayfair.