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Numbers Are Hard, But Not This Hard

, , , , , | Working | January 13, 2021

It’s the holidays, and I’ve boxed up some items to send to friends. I’m already regretting not just having them sent straight from the vendors but I’ve made my bed and now I have to lie in it.

I drop off some packages at the local [Package Service] store and get the boxes shipped out. One makes it to its destination fine, but the other says it was delivered even though my friend did not actually receive it. After checking with her neighbors and confirming the package is not there, I attempt to figure out the issue.

I’m thwarted at every turn by their online claims process. First, I have to log in, then I have to add a payment method even though I’m not paying for anything, and then I am told that the package has to be associated with my account without actually giving any hint on how to do so.

I give in and actually call the customer service line. I’m already annoyed, and having to take an educated guess at the correct route to take through the labyrinth of automated options to get to “Where the f*** is my package?” does not improve my mood at all. By the way, call centers have gotten wise to the “press zero” trick; the robot actually chastises me for trying to get directly to a person rather than choose an option.

Finally, I get to a person, who I address as calmly as possible since I know that this whole rigmarole is in no way her fault.

Rep: “Hello! Thank you for calling [Package Service]. How can I help you?”

Me: “My package is showing as delivered, but the recipient doesn’t have it. Can we find out what happened to it?”

The rep asks for the tracking number and I give it to her.

Rep: “Okay, it looks like that package was delivered to [Correct Street and Town but wildly incorrect house number].”

Me: “Wait. That’s not right. That’s not the right house number at all.”

Rep: “Uh… let me send you over to my supervisor.”

After a short hold:

Supervisor: “Hello! What can I help you with?”

Me: “I’ve determined that my package was delivered to the wrong house number. Can you help me with that at all?”

Supervisor: “Hmm… Well, it looks like you didn’t put a house number on the label, so they just delivered it to a house on that street!”

She says this like it makes perfect sense. Not only am I pretty d***ed sure that I put a house number on there, but I cannot fathom the logic behind just dropping a package at a random house and hoping for the best. Also worth noting is that this is a State Route address, so it’s likely MILES from the correct place.

Me: “I’m fairly sure I put a house number on the label. I double-checked it in the store.”

Supervisor: “Well, would you like us to try to collect the package and send it back to the UPS store it was sent from?”

Me: “Um… No? Not really?”

I admit to losing my cool here a bit, at least in tone.

Supervisor: “Well, I don’t have an option to send it to a new address, since it’s not like we made a mistake!”

Again, there’s stunned silence for a moment on my end. I count essentially throwing a dart on where my package was supposed to go a mistake, but I also left them my phone number when I dropped off the package. They had plenty of ways to rectify this, even assuming it was my mistake, which I’m still not convinced of, and they did not. Also, I’ve worked in customer service. Even when it IS the customer’s fault, you don’t just say that to them!

Me: “Are you serious?”

Supervisor: “Uh… Well… If you want, we can send a notice to the local store and have them try to collect it and then send it to the correct address.”

I’m thinking, “You mean that thing you just said you couldn’t do?”

Me: “Yes. Please. That will be perfect.”

The supervisor takes the correct house number for me.

Supervisor: “Okay, I have that sent off. It should be delivered either Monday or Tuesday. Is there anything else I can help you with?”

Me: “No. Thank you.”

Supervisor: “Thank you. Have a good day!”

Robot: “Please stay on the line for our short survey!”

Me: “You really do not want me to do that.”

Here’s hoping that my friend actually gets her package. But I’m going to place my bets on having to reorder it.

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