UPS missed our pickup twice, then told us they picked it up when they didn’t
We live in an apartment complex with a leasing office and a secured entrance.
We’re trying to return a fairly expensive item, so we didn’t feel comfortable leaving the package outside the entrance of our apartment building. Instead, we left it inside the leasing office for UPS to pick up, which is right by the entrance.
When deliver guys come, staff in the office will open the door for them.
The first time UPS came, I’m guessing the driver didn’t see the package from outside and just left. We called customer service and asked if the driver could call us when they arrived. Customer service told us that drivers aren’t allowed to make phone calls while working (which seemed a little strange?), but they said they could add a note to the pickup.
So we added a note saying something like:
“Package is inside by the leasing office. If no one is available to let you in, please call us or come upstairs and knock on our door.”
The second pickup attempt happened… and apparently the exact same thing happened again. It seemed like the driver didn’t read the note, didn’t see the package from outside, and just left.
We called UPS again to complain, and this time the customer service rep escalated the case.
About five minutes later, someone from UPS called us and said they would contact the driver and have them go back to pick it up, and that the driver would call us when they arrived.
Then about five minutes after that, the same UPS person called us again and said, “The driver picked up your package.”
We were relieved and immediately went downstairs to double-check.
And… our package was still sitting there. 🫠
We are new here, so is there anything we did wrong?? How can this be so difficult??