Delivery Woes: A Frustrating Experience with No Real-Time Tracking or Communication Options.

A few weeks ago, I ordered a birthday gift from an online retailer for my son's birthday. I was happy to receive an email confirmation that my item had shipped and another one with a delivery date and time window that required a signature. I planned my day around that window and made sure to schedule my day to be home when the package arrived.

However, things didn't go as expected. On the morning of the delivery day, I had to run a quick errand to the store. I thought I had plenty of time before the scheduled arrival between 4:15 and 6:15 pm. But when I got home, I saw a notice from UPS on my door saying they had missed me and were returning the package to the sender; a signature was required. I was shocked and frustrated. How could they come so early and not even try to call me or reschedule?

With only a couple of days remaining for my son’s birthday, I placed a second order for the same item, while my original order was in the process of being returned. I had hoped that this time, it would work out. But to my dismay, the same thing happened again. Three days later, I received another notice from UPS on my door, saying they had missed me and were returning the package to the sender. It was my son's birthday this time, and I wanted to give him to receive his present.

I called UPS several times and begged them to deliver the package that day. They said they would notify the dispatch team but couldn't guarantee anything. I felt helpless and angry. Why couldn't they track the driver's location and give me a more accurate estimate of when they would arrive? Why couldn't they let me interact with them through an app or a website and change my delivery preferences or instructions when the package was still on the delivery truck? Why couldn't they use technology to enhance their customer service and satisfaction?

Miraculously, no one called me back, but the driver did show up moments before we cut the cake. He handed me the package and wished my son a happy birthday. I was relieved and grateful, but also exhausted and disappointed by the whole ordeal, as I had spent hours awaiting a call and trying to identify a replacement item.

This experience made me realize the importance for retailers and shippers to invest in transportation technology that can meet the demands of today's consumers. We live in an era of instant gratification, where we expect to get what we want when we want it. We also live in a busy and unpredictable world, requiring flexibility and convenience in our deliveries. Retailers, shippers, and last-mile delivery service providers need enhanced technology to provide businesses and consumers with real-time tracking, interactive maps, personalized notifications, and accessible communication with drivers and customer service representatives.? Upgrading existing transportation technology will be critical moving forward, it is part of the consumer journey, the last touch before their product is in their customer’s hands. Now granted, UPS is a 3rd party shipper, however, while I had a choice of what retailer I purchased from, I did not have a choice of carriers. This is the relationship my selected big box retailer contracted with.?

This is one of the many examples of why enhancing transportation technology is so important. I would like to also convey, that while communicating with UPS they shared their delivery notifications are not updated in real-time during the day and are only estimated based on the driver’s route. While this did create angst, the driver once he was contacted about my situation, saved the day and not only courteous but made him fabulous in my book.