UPS: Just Can't Compete
by pippadaisy - Written: Dec 18 '01
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Pros: none
Cons: you name it
The Bottom Line: Stick with USPS Priority Mail. At least it will get there.
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| pippadaisy's Full Review: UPS Ground |
Well, it's the holiday season, and once again I'm cursing the big brown trucks. This year I have Epinions to vent my spleen, but my experience with UPS goes back nearly ten years now, so this might be a long one.
About a million jobs ago, UPS was the preferred shipping provider for the company I worked for. To this day, I don't understand why that was after the experiences they had, and in the past 7 years or so the service has hardly improved.
UPS vs. USPS: Getting Your Package Out
I don't know how it is in most areas of the country, but where I live, there are probably five or six post offices closer to me than a UPS office for shipping packages out. There alone USPS wins the convenience award. Both companies offer pick-up services (only packages one pound or less can be picked up at a residence by a postal worker) for a small fee, but if you want to avoid the fee, odds are that unless you live right on top of a UPS office, USPS is going to be MUCH closer.
I have heard that the lines at UPS are shorter, especially at this time of year, but the shorter line is offset by the increased commute time.
UPS vs. USPS: Pricing
The majority of the packages I ship out aren't very large or heavy, in fact, most are probably two pounds or under. Here's an example of a two pound package being sent USPS Priority Mail:
* packaging - 0 (provided by USPS and they'll even bring it to your house)
* postage for Priority Mail (2-3 day average) - 3.95
* insurance for $50 value - 1.10
Using the same box dimensions as the normal USPS Priority Mail box I ship with (UPS does not provide packaging, so you'd better scavange your own box), same weight, and same value to insure, the UPS rate calculator on their site gives me a price of $7.35 for UPS Ground shipping, and by the way, that will take 3-7 business days to get there. Needless to say, USPS wins this battle, which of course, brings us to:
UPS vs. USPS: Prompt and Courteous Delivery
UPS provides a tracking number for every package shipped with them, and has a feature on their web site that enables you to track your package online (USPS has a delivery confirmation service that accomplishes the same thing for an additional $0.40). This feature wasn't available back in my work experience, but I have used it extensively over the past few years and found out some interesting things about UPS.
At one time, UPS used to update the web tracking with every stop your package made. I've noticed this year that feature is gone, and I think I know the reason why. Before, you could SEE that if you didn't pay the extra to upgrade to their 2-day guaranteed service, UPS would literally leave your package sitting in a warehouse to ensure that it WOULD NOT reach you before the 3-7 business day window. In other words, they COULD move it faster, but to make the 2-day service more "valuable" your package could sit there for two or even three days so that they wouldn't provide BETTER service than the service level you chose. That blew my mind. What company wants to provide the most mediocre service that they can, especially when their Ground service is already exponentially more expensive than the USPS? I'm sitting here today (18-Dec) waiting for a package that UPS estimated would arrive yesterday. I have no tracking update other than the information entered on the day it was shipped. Yes, I had Hannukkah gifts in there. Guess I missed that boat!
Now they've eliminated the updates, so if you attempt to track your package online, it gives you the ship date, an estimated arrival date, and no other information until your package has been delivered.
Now I'm sure you are asking yourself exactly what purpose that serves, since you already have your package in hand at that point, but there are no guarantees. I have seen other people mention UPS' drop and run policy; unless you pay an additional fee to require a signature, the UPS driver runs up to your door and leaves the package. The only time I have found I even get a doorbell ring is when I have a sign up saying "Baby Sleeping Ssshhh." I think they like to be contrary that way.
I had one package that was left at an apartment that I had moved from a month prior, and when I contacted UPS about exactly WHO had received the package, I was informed that it was "left in the bushes." Well, it always makes me feel good to know that a package with over $100 in merchandise was left out in the bushes. (In case you are wondering, the package was NEVER found.)
USPS, on the other hand, has never failed to ring my doorbell, requires a signature for any package sent with an insured value of over $50, and my postman has even brought my packages inside the house for me when they are large. Again, USPS wins hands down. Which leaves only one more category:
UPS vs. USPS: After-Care
Yes, for some of us there isn't a happy ending when a package arrives. Often, there is damage to an item, or a package doesn't actually arrive.
I have never had a problem with USPS on an insurance claim. Nine times out of ten, if an item is damaged in the mail process, it comes with a note from USPS saying "Sorry this was damaged." Even letters that were mangled come with that. And I've also found that the red "insured" stamp at USPS usually means "be gentle with this package" because I'm SURE they don't want to pay out insurance claims.
UPS, on the other hand, has brought packages that looked like an elephant sat on them. I once had an entire box of office supplies ruined during shipment, and when I told the UPS driver to stay exactly where he was while I opened the box to inspect the damage, he said "Well, it must not have been packaged properly" which appears to be the UPS mantra when something is ruined.
Is it wrong to expect that I should be able to ship items in a cardboard box and have it arrive safely? Must I ship items in titanium to have them arrive unscathed? Apparently, the answer from UPS is "Yes, go with titanium." They don't provide supplies for shipping, but will claim that your box was inadequate.
The Winnah
As you can see, the list just goes on and on. It amazes me that a company with such poor service, inflated prices, and total lack of desire to provide the best customer service they can stay in business. USPS will be my shipping provider of choice until UPS does some major overhauling of their business model. And the next time I order something online I need for the holidays, I'll be sure to pay the shipping upgrade to avoid UPS. How many times do I have to be burned before I learn?
Recommended:
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