Shipping: A New One On Me

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Framing Goddess

Framing Goddess

SGF, Supreme Grumble Framer
Joined
Jul 18, 2000
Posts
4,318
Loc
Cleveland, Ohio
After 30 something years in this business, I actually got a surprising call from a supplier about the length moulding he shipped out to me last week.
It was returned to him, with a minor crushing at one end. He wanted to know why I had refused it, the damage looked minor to him.

Seems UPS brought it by Monday, when I was here, alone, all day. Their online tracking states, "the receiver refused to accept the package." No UPS guy (or gal) came through my doors all day. No brown. Just me. All day. Nothing like it.

How the heck did I refuse to accept something I didn't even know about?

And you could all predict that I was LOOKING for this package so I could get it done in advance of the weekend deadline.

Luckily this supplier had a keen sense of my befuddlement and frustration and offered to chop my frames and send them 2nd day air so I'd have them in time.

Sheesh.

Edie the whatsthisworldcomingto goddess
 
Edie... sounds like a good supplier and you ought to name them!

Give credit where credit is due.
 
I agree. Sounds like a win/win deal. UPS dropped the ball (and probably the package too), but your supplier didn't.
:cool: Rick
 
I have had a similar thing happen to me. In this case the package was pretty messed up and it was returned to the shipper without ever coming to my shop.
 
Golly gee willikers. Your Brown is better then my Brown... Well, the Brown we had several years ago. He actually delivered our prints in the tube that had the tire track down the entire length of the tube. He was even surprised shipment was refused.
 
My UPS guy did something similar... in this case, when he got the package it was just about snapped in half. When I asked him why it was taking so long, he said he sent it back on my behalf because he KNEW I couldn't use it. Still would be nice to know when this sort of thing happens...
 
All our UPSers have been fantastic! They carry in heavy packages and move them from here to there if necessary. They deliver upstairs or in the basement on request.

They even bring cookies for the dogs.

Love them!
 
My UPS driver was my wife's BF in the 4th grade. I have his cell phone number so I can track him down if I need something early in the day (normal delivery is late afternoon).
They think they are doing you a favor when they make a call like that, but keeping you out of the loop is no favor.
Edie, I would call and have a chat with the driver's supervisor. Explain the situation, and the results. UPS should be picking up the tab for any expedited service due to their actions.
Kudos to your supplier.
 
Rick Granick said:
I agree. Sounds like a win/win deal. UPS dropped the ball (and probably the package too), but your supplier didn't.
:cool: Rick
Click to expand...

I'm not so sure about this....

Perhaps the supplier had the incorrect shipping label on the package? And it went to another retailer where it was refused and then returned "for no reason". You'll actually never know.

JR
 
if you don't want this to happen again, you might try contacting
your local UPS office and letting them know about it.
 
Sometimes there is not much you can do about it.

You could have a driver who tells you

"you must learn the 'Rules' and play the game by the 'Rules'. "MY Rules" are not the same as UPS rules but you WILL learn MY Rules"

Talking to the supervisors,


  • [*=1]There's not much we can do about our Drivers, especially Driver So-and-So. He is protected by Union contract. We've fired him before for complaints regarding his 'delivery rules' and have had to re-hire him each time
Talking to the driver,


  • [*=1]WOW, you're only the 5th complaint so far this week. I've got a ways to go to beat my record.
 
There are a score of reasons.

My UPS guy knows me and will bend over backwards to help me out.

My FedEx driver is a slug. He has been known to leave me a second notice on my day off (Monday), so he doesn’t have to either leave the package or return on Tuesday. The item gets returned to the sender.

All of us in the building sign for each other, so delivery should never be a problem. But, in my delivery area UPS is wonderful; FedEx stinks.
 
John Ranes II said:
I'm not so sure about this....

Perhaps the supplier had the incorrect shipping label on the package? And it went to another retailer where it was refused and then returned "for no reason". You'll actually never know.

JR
Click to expand...
Don't get me started. I have had issues with both FedEx and UPS over packages that were not delivered because the driver didn't even try to. What I have been able to find out is that most of the time it's the driver who drops the ball. If they are running late they will find any excuse to not deliver something and it will be sent back to the hub and returned. A package with obvious damage to the box would be one they would pull first. I can't tell you how many hours I have spent on the phone trying to track down a package that should have been delivered 2 days prior, only to find that it was sent back to us for one lame reason or another. Most of the time the driver either didn't try for one reason or another, or they forgot to deliver it and instead of going back, they returned it to us. In one case the driver actually pulled the shipping label off the package. The tracking had said that it was on the truck and out for delivery, but it was never delivered. The driver sent it back to the hub saying there was no label on it. The hub then opened it and found my address and sent it back to me. My question to UPS was "so how did the package get on the truck and out for delivery, in a town 1000 miles away, WITHOUT A SHIPPING LABEL!" What we figured out was that he forgot to deliver it and it was his way of fixing the problem.

Also, I don't know if anyone else has noticed this, but the condition that packages are coming in these days is awful. We use brand new boxes on everything that is shipped. When I ship to myself for a show I am always amazed at the terrible condition they arrive in. There are times when we literally have to tape a box back together so we can ship back to ourselves. And, no matter how well I pack they always seem to find a way to break something. We have to use extra inside packing and foam rubber on everything, pounds of it, just to make sure it all gets there in one piece. It never used to be that way. It started with the conveyor belt. I'm told that a package has to be able to sustain a 10 ft drop.

And dirty!.......I don't think UPS ever cleans their trucks anymore. The packages are just filthy. In that respect, FedEx is much better but they are showing signs of changes for the worst now too. The bad thing is, what is the alternative? Sure wish Speedy would expand their delivery area to include the whole country
 
For what little shipping I do, I use the USPS - the folks are nice in their station, my letter carrier brings my shop cat treats, and everything arrives in pristine condition.

UPS and FedEx are OK, but I have noticed one particular FedEx driver who likes to stay and chat after he delivers something. The drivers never used to have time to chat - maybe that is why they screw up other deliveries, because they are out socializing?
 
This was especially surprising to me because I have an excellent UPS driver. I can speculate that perhaps we had a substitute driver that day. I'll find out eventually.

John, I did double check the shipping address with the supplier, all was copacetic.

The supplier is taking up the issue with UPS since as the shipper, he is technically the 'customer'.

When I get these frames in and built and done and paid for in time, I will tell you all the supplier. I don't want to jinx it now.

edie notsuperstitiousatallnopenotatall goddess
 
Both our UPS and Speedee drivers are great. They both know we are closed on Mondays but that if they see one of our cars here, they will stop with the delivery even if it's not the regular time they would get to us. If not, they will hold it till the next day. I just had a damaged box of mat board last week and the Speedee driver insisted on opening it for inspection. Luckily, the foamcore took the damage and the mats were fine.

Now our mail carrier at the shop is a different story. Those of us on this route regularly receive each others mail. I got the t-shirt shop next door's yesterday. Not sure who got mine. And if we do have a package, the mail carrier will honk instead of bringing it in so we have to run outside. If she does wind up bringing it in, she's been known to literally throw it in the door! :fire:
 
AnneL said:
Now our mail carrier at the shop is a different story. Those of us on this route regularly receive each others mail. I got the t-shirt shop next door's yesterday. Not sure who got mine. And if we do have a package, the mail carrier will honk instead of bringing it in so we have to run outside. If she does wind up bringing it in, she's been known to literally throw it in the door! :fire:
Click to expand...

Been there and done that too. Talked to the postmaster and was told nothing can be done to make the letter carriers sort mail correctly or deliver it to the correct box because of the Rural route carriers union and City route carriers union contracts.

Most of the time the driver either didn't try for one reason or another, or they forgot to deliver it and instead of going back, they returned it to us.
Click to expand...

That's one of the 'rules' that I was talking about. There is very little that UPS can do to drivers for doing that due to the Union contract.
 
I guess we are lucky. Our UPS driver is awesome and Fed ex is good too. Because of the fire we are in 2 locations and they both have made sure we are getting things to the right location. Even so far as to bring things from the storefront to the temp shop because they are too big or heavy for us to easily transport. Also I'm pretty sure there is a rule here, where they have to be good looking and very much in shape.:D
 
Rick Bergeron - CPF said:
Been there and done that too. Talked to the postmaster and was told nothing can be done to make the letter carriers sort mail correctly or deliver it to the correct box because of the Rural route carriers union and City route carriers union contracts.



That's one of the 'rules' that I was talking about. There is very little that UPS can do to drivers for doing that due to the Union contract.
Click to expand...

Our drivers for both FedEx and UPS are great as well. I can almost set my clock to our FedEx guy for daily pickup. From a shippers standpoint it's the drivers around the country who are not so conscientious...the 5-10% of the bad ones that make them look bad. For the most part, I think most of their drivers do a really good job. I know that both companies have added to the size of routes and cut back on number of employees, which puts a lot of pressure on the drivers during busy times like Christmas. And is part of the problem of why packages are coming in so dirty. One of my UPS guys said that they have cut back on janitorial and maintainence staff at the hubs so the plants and trucks are not getting cleaned. It's pretty obvious when you see how dirtry the packages are.

Guess it will only change if they get enough complaints or another company like Speedy goes nation wide to give them more competition.
 
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