Stephen C.

I find it difficult to understand how a package can be "Out For Delivery" for 2 days and then still not arrive. First I received an email that the package would arrive Wednesday. Then late in the day on Wednesday I received an email stating that the package was on the vehicle for delivery and would arrive between 9:30 - 12:30. When that delivery window was missed I checked status to be informed that the package would be delivered by end of day. Well it is "end of day" and still no package. The latest update shows no delivery information available. I have now been on hold for 20 minutes trying to reach a FexEx representative. FedEx charges exorbitant shipping rates and still cannot deliver a package on a time and date that they set. Compare this to Amazon when 99% of the time there deliveries are on time and at no cost. I think FedEx needs to rethink its customer service model.

I contacted OnTrac telephone customer service 3 times in the past 2 days to request an update on medical supplies that have been sitting in their warehouse in Vancouver, Washington since October 5th (today is October 14th). The first customer service representative requested an email update from the warehouse since the customer service representatives apparently don't have telephone numbers to contact the warehouses. After not receiving a response I called again to be told that the second customer representative would escalate the request. Still no response. I called this morning and the third customer service said that there was nothing more that he coud do. I question the usefulness of a "customer service" unit that does not have the ability to interface with the warehouse centers except by email and that the warehouse centers do not have timeframes in which they are required to respond. This is a totally useless customer service model and I will make sure that my medical products are no longer shipped using OnTrac.

Yes, we all receive packages shipped UPS. For most of us there are no issues: the package arrives pretty close to the scheduled delivery date. However, when the package does not arrive on time and you contact UPS your nightmare is just beginning...

I had a fragile unframed watercolor shipped UPS from France on March 23rd. As of today, it still has not been delivered. I hope the package is intact. For several weeks the information posted on the UPS website was "Warehouse Scan". I contacted UPS by email and telephone. The representatives parrot the tracking information posted on the UPS website: "Warehouse Scan". They could not determine why the package was sitting in a warehouse. I escalated the request and spoke to several supervisors - none of whom could provide better status. At one time I spoke with supervisor, Mark and explained that his employee had promised to call me back with an update and hadn't done so. Mark said he would "investigate" the status of the package and personally call me with a status update. That did not happen.

The website also indicates that "Import Fees are Due". The online payment system didn't work so I called UPS and made payment with credit card a month ago. However the website alert is still there. I was told by UPS that the alert would disappear when the package arrived in the USA. That did not happen either. I called several times, including earlier today, but apparently there is no one at UPS that can remove the alert or direct me to someone who can.

I called again and was advised that the brokerage unit would contact me within an hour to review the issue. That did not happen either. When I called and was connected to the brokerage unit the representative told me that the customer service unit always tells customers that brokerage unit will call them back within the hour, but that, in fact, the brokerage unit does not do this. Huh? (Sounds like an easy fix...)

It is as if UPS has a basic template for package delivery but has no tools in place to handle the exceptions that fall through the cracks. The customer service representatives are courteous enough but there is no value added. If indeed the customer representatives can only repeat what is on the website then perhaps UPS should downsize the customer service staff and focus on reliable data and better website accuracy.

Today I asked the representative how to apply for a refund. The 3 day shipping has taken over a month and the interactions with UPS frustrating and unhelpful. I was told to contact the shipper and ask the shipper for a refund. Apparently UPS believes they have no responsibility for their role as a package delivery service.

UPS does not know the meaning of customer service or process improvement! The representatives and management staff show no interest in either improving the customer service experience or product delivery information. When I asked to speak to a manager to file a complaint the representative said he noted my concern. I queried "So will a manager be contacting me?". He said no, he was only noting my concern... (whatever that means...)

It is unfortunate but I cannot say that I have had better service with FedEx or DHL either. However, the UPS experience is definitely the worse case scenario. I wish I could ship USPS from France. Despite the critics, I have always found their services to be more reliable.

We received off campus Home Care Services since 2017. The caregivers are highly skilled and better paid than most. They also receive good benefits. Surprisingly the turnover rate is quite high. For the past 2 years, each and every caregiver who provided care to us expressed a concern about the "toxic" and "retaliatory workplace atmosphere created by the Home Care Supervisor." (These are adjectives used by the Mary's Woods caregivers.) The few times I ventured to offer a suggestion to improve services I was told "If you don't like the services, go elsewhere".

Because I relied on these services and felt obligated to promote the well-being and retention of the caregivers, I met with the Vice President of Health Services to discuss these concerns. I believed that a better workplace environment might resolve the caregiver retention issue and permit the continuation of services for the few off campus clients that still remained. The Vice President of Health Services said she appreciated my feedback and looked forward to continuing providing these services.

Two weeks later we received a letter that home care services for the off campus clients was discontinued. ("If you don't like our services, go elsewhere?") I followed up with an email to the Vice President of Health Services with a copy to both the Mary's Woods President & Chief Executive Officer and the Mission Director of the Sisters of the Holy Names of Jesus and Mary. I felt that the discontinuation of services was punitive.

I did not receive a response back.

Apparently the Home Care Supervisor is no longer employed at Mary's Woods. That may be a step in the right direction, but it does not forgive the lack of client commitment and blatant disregard to the community.

It is unfortunate that a facility owned by the Sisters of the Holy Names of Jesus and Mary is so poorly managed and does not value nor thrive from "the different perspectives and individual strengths that are essential to our success" as advertised in their Diversity Statement.

We were considering purchasing one of their campus homes, but we will follow their advice and "go elsewhere".

1-800Wheelchair.com has the worst return policy ever! The majority of their items are either non-returnable or incur a restocking fee. I purchased 2 Drive lumbar cushions as a caregiver for 2 elderly men. The cushions are uncomfortable and I am unsure why anyone made them in the first place. I wanted to either return them or exchange them for a product that might work better. Anyway the 1-800Wheelchair "customer service" representative agreed to the return of "non-returnable" items because they were unused. She was unable or unwilling to suggest a replacement product. I agreed to pay the return costs, but then she decided to slap a 15% restocking fee. I find this unacceptable. My advice to purchase accessibility items - either find a site that has a liberal exchange/return policy or try to buy locally! It is impossible to determine what will or will not work without seeing the item and returns and exchanges are everyday occurrences. I do not recommend 1-800Wheelchair.com either for their products or service!

After unsuccessfully trying to find the "FINE PRINT" on the Care.com website I decided to JOIN FOR FREE. Creating a Care Plan is a thorough (and time intense) process but I successfully Posted an Ad for a Caregiver. I received a response the next day. So far so good! The BAD NEWS is this is all you get for FREE! To contact the Caregiver requires UPGRADING to the PAID PLAN. WHAT is the point of JOINING FOR FREE other than to con the applicant into spending considerable time and effort to create a Care Plan, POSTING AN AD, and then betting that the applicant will, as a result of this time and effort, agree to purchase a PAID PLAN? This was sufficient to CLOSE MY ACCOUNT and shop elsewhere.