I had a recent problem with UPS that changed my previously-positive perception of the company.
I sent an item back to LL Bean, and that “trip” normally takes 2 days, or a maximum of 3 days.
When LL Bean had no record of my package having been returned after ~7 days, I checked the UPS website, and it indicated that my package was in Worcester, MA–about half way from my house to Freeport, ME–and that it had been sitting in Worcester, MA for 4 days.
So, I contacted UPS–which was arduous due to their obvious desire that you not actually speak with anyone on the phone. During my 22 minutes on “hold”, a recording repeatedly asked if I would prefer to do a live “chat” online. When I finally reached a person, she attempted to connect me to a different department, and wound-up disconnecting my call. That resulted in beginning the entire process again, and–eventually–I was able to speak with somebody in their “investigations” department.
About a week later, after LL Bean still had no record of having received my return package, I again checked the UPS website, and it indicated that my package was still sitting in their Worcester, MA facility–and now the total period of supposed non-movement of the package was over 10 days.
Later that day, I returned home after some shopping and found a message on my answering machine. The person who left the message was so poorly-spoken that the only parts of the message that I could understand were “UPS” and a phone number. So, I called that number and asked if that person could tell me what type of message they had been trying to relay to me. Her response, after checking her terminal was, “We wanted to know if the package was returned to you, because we have no idea where it is”.
The bottom line is that LL Bean finally received my return package ~3 weeks after I sent it, and they promptly issued my refund. I never again heard from UPS, so perhaps they are still searching for that package.