UPS Canada delivery is terrible

My friends have been complaining that I haven’t posted one of my famous complaint letters for some time.

In the past I loved writing complaint letters as it gave a false sense of agency over my life. However, as I’ve grown and matured the desire to complain about everything has significantly diminished… until today.

I recently switched to a new cell phone carrier and was waiting for delivery of my SIM card. I waited for two days. Each day UPS claimed that they had attempted to delivery. However, they did not bother to ring my buzzer or leave a delivery notification card.

I would like to file a formal complaint about the following delivery:

I did receive the item, however, there were several problems that I would like to bring to your attention.

Firstly, according to the tracking information the following delivery attempts were made:

06/04/2020 13:48 BURNABY, Canada The receiver was not available at the time of the second delivery attempt. A final attempt will be made.

06/03/2020 12:21 Richmond, BC, Canada The receiver was not available for delivery. We’ll make a second attempt the next business day.

This information is false. I was at home yesterday and today and nobody from UPS buzzed my apartment or left a delivery slip.

I phoned the UPS call centre this afternoon and spoke with a customer service agent, who was very professional and helpful, and she instructed a supervisor to call me back just a little while ago. The supervisor, who was also very courteous and helpful, told me that the package would be delivered today.

When I spoke to the supervisor she suggested that there may have been some confusion with respect to the intercom as some apartments have different buzzer numbers. However, I am not inclined to give the driver the benefit of the doubt as the buzzer codes are clearly labelled on the intercom.

My building’s intercom is not rocket science.

I have lived here for 15 years and have never had a driver report difficulty in buzzing my suite. When a tenant is not home UPS drivers normally leave a delivery notification slip. However, your driver did not leave one yesterday or today.

The driver finally came about 20 minutes ago. She buzzed and told me there was an envelope and I asked her to give it to me in person as the item is a SIM card for my cell phone which is my primary method of communication.

However, when I went down to the lobby I found the envelope on the front window in a very busy area and the driver was already gone.  Anyone could have taken that package. Additionally, I was supposed to sign for this item but no signature was collected.

UPS left the envelope… open… in a semi-public area. Notice the track marks.

Normally I wouldn’t care, however, the SIM card is a very sensitive item in terms of privacy and data. I did not appreciate the lackadaisical approach to delivery in this instance.

My new SIM card arrived damaged.

Finally, I would like to address the condition of my envelope and its contents. When the driver eventually delivered the envelope it was open and in very poor condition.

The envelope appears to have tire marks on it, the SIM card was bent and the enclosed paperwork was crumpled up. Fortunately, the chip was not bent otherwise the SIM card might have been non-functional. I would like to believe that this was not intentional on the part of the driver…

I have attached photos of everything for your reference.

Suffice to say, I am very dissapointed with UPS and intend to bring this to the attention of the relevant parties at Telus. If this is how UPS treats their customers I strongly suspect they would like to know.

I am a resident of Burnaby, British Columbia, Canada who has blogged here for 20 years. I like to share my thoughts and feelings on my own online space. From 1998 until 2017 I worked as a journalist and I hope to use this website as an archive for all of my stories.

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