is it still possible to get UPS & FedEx to re-attempt a missed delivery?
October 27, 2023 1:05 PM Subscribe
A couple years ago, both UPS and FedEx started taking packages to a pickup location when I'm not home for the delivery, instead of re-attempting delivery the next day like they did my whole life until now. I'm signed up for UPS MyChoice & FedEx Delivery Manager and neither have any settings to indicate "Pls re-attempt delivery next day." No one at my local UPS or FedEx stores has been helpful. Getting to a pickup location is often difficult for me, so how can I get them to go back to re-attempting delivery the next day?
So, I work for a company where we regularly ship things to customers and part of my job is to take calls from customers who are asking this same question -- can you please have UPS pick up my package from the Access Point (that's the term) and bring it to my house.
The short answer is: they won't do it
The longer answer is that once the package is delivered to the Access point UPS considers the package to be 'delivered' and any further contact with the package is considered a new pickup and delivery order (which would incur an additional charge)
I can't vouch that Fedex is the same, but I would assume it is.
In general, UPS would rather leave the package at your location than at an access point, for a variety of reasons, but the driver has the discretion to not leave the package if they don't think it will be secure. In my experience, using the "Specify where at my home to leave packages" setting in UPS my choice and giving the driver an extremely specific location they can leave a package (like "leave the package in the purple bin on the porch") will help make sure the package is left with you, because if you complain that the package wasn't left in the way you requested, the driver gets the ding.
UPS My choice also lets you specify a specific access point, but for a fee.
I wish I had a better answer for you; as a shipper we deal with complaints about this constantly. The bottom line is that this is UPS policy on how they handle packages (as an attempt to reduce "lost package" reports) and I think it would take a lot to change that.
posted by anastasiav at 1:36 PM on October 27, 2023 [6 favorites]
The short answer is: they won't do it
The longer answer is that once the package is delivered to the Access point UPS considers the package to be 'delivered' and any further contact with the package is considered a new pickup and delivery order (which would incur an additional charge)
I can't vouch that Fedex is the same, but I would assume it is.
In general, UPS would rather leave the package at your location than at an access point, for a variety of reasons, but the driver has the discretion to not leave the package if they don't think it will be secure. In my experience, using the "Specify where at my home to leave packages" setting in UPS my choice and giving the driver an extremely specific location they can leave a package (like "leave the package in the purple bin on the porch") will help make sure the package is left with you, because if you complain that the package wasn't left in the way you requested, the driver gets the ding.
UPS My choice also lets you specify a specific access point, but for a fee.
I wish I had a better answer for you; as a shipper we deal with complaints about this constantly. The bottom line is that this is UPS policy on how they handle packages (as an attempt to reduce "lost package" reports) and I think it would take a lot to change that.
posted by anastasiav at 1:36 PM on October 27, 2023 [6 favorites]
Response by poster: Thanks anastaslav! I figured they wouldn't re-attempt delivery once the package has been taken to an access point, but what I am actually looking for is for them to never take it to an access point in the first place: attempt the first delivery, if I'm not home, and there's no secure place to leave the package (there is not), come back tomorrow and try again.
I'd even be willing to pay for the service, but it doesn't seem like that's an option, either.
I get this is easier for drivers and I guess it really has changed and I'm slow to catch up to it -- but in my defense, it worked my preferred way for my entire adult life until now. *shakes cane, grumbles at kids on lawn* :P
posted by rhiannonstone at 2:04 PM on October 27, 2023 [1 favorite]
I'd even be willing to pay for the service, but it doesn't seem like that's an option, either.
I get this is easier for drivers and I guess it really has changed and I'm slow to catch up to it -- but in my defense, it worked my preferred way for my entire adult life until now. *shakes cane, grumbles at kids on lawn* :P
posted by rhiannonstone at 2:04 PM on October 27, 2023 [1 favorite]
attempt the first delivery, if I'm not home, and there's no secure place to leave the package (there is not), come back tomorrow and try again.
Your best bet for that is creating a very specific "leave package at" location in the delivery app.
Drivers are under enormous pressure to come back with empty trucks, as coming back a second day is basically considered "double work" for them. Its leave the package the first time or deliver to the access point, but they really want to make sure they churn through every package, every day.
posted by anastasiav at 2:12 PM on October 27, 2023 [3 favorites]
Your best bet for that is creating a very specific "leave package at" location in the delivery app.
Drivers are under enormous pressure to come back with empty trucks, as coming back a second day is basically considered "double work" for them. Its leave the package the first time or deliver to the access point, but they really want to make sure they churn through every package, every day.
posted by anastasiav at 2:12 PM on October 27, 2023 [3 favorites]
It’s my experience with FedEx and UPS where I am that they barely attempt delivery. I’ve had more than a few e-notifications of missed delivery with no paper note, and plenty of times I’ve been in the whole day with no buzzer but a note left on the door. I don’t fault the drivers really, I’m sure they’re given more work than they can reasonably do and are forced to cut corners where they can, but it’s noticeably worse than it used to be.
posted by Jon Mitchell at 2:59 PM on October 27, 2023 [9 favorites]
posted by Jon Mitchell at 2:59 PM on October 27, 2023 [9 favorites]
Honestly, make friends with your driver. This has been easy with our UPS driver (the whole town knows and loves Jack), but i haven't managed with fedex because they rotate more drivers. Jack has our phone number and will call if he needs a signature or is worried about just leaving a package. I can also just text him if I need to run our but can tell him where to leave it.
In my limited knowledge, UPS is better than Fedex, but they are both really trying to cut down on lost/not delivered packages and thats by ding-ing the drivers. This was especially bad when they were heading towards a strike for UPS. The drivers just want to get through their day.
posted by zara at 6:37 PM on October 27, 2023 [1 favorite]
In my limited knowledge, UPS is better than Fedex, but they are both really trying to cut down on lost/not delivered packages and thats by ding-ing the drivers. This was especially bad when they were heading towards a strike for UPS. The drivers just want to get through their day.
posted by zara at 6:37 PM on October 27, 2023 [1 favorite]
I have had the same issue with a delivery company that doesn't actually deliver but only takes things to an outlet way out in an area that requires a car to get to. My solution to this has been to not order from companies that use that delivery service, and with companies that offer a choice to use my Canada Post. That way if something glitches the place I have to go to pick up my parcel is the nearest post office.
However a couple of times I've had companies send to me via Purlolater (the offending delivery service) even after I selected for it to come by Canada Post. If they do that I have no choice but to make a charge back due to non-delivery, and luckily they have accepted that and refunded me without me having to ask the credit card company for a refund.
It has taken some effort to find companies that will send things via delivery organizations that actually do home delivery, but has really saved me a lot of exasperation. I'm not going to pay for two $40 taxis to retrieve a package that only cost $75. It's just not cost effective, especially when the $75 charge on my credit card is probably for a $55 item that has a $20 fee to drop it off somewhere on Ocean Westway.
posted by Jane the Brown at 5:51 AM on October 28, 2023
However a couple of times I've had companies send to me via Purlolater (the offending delivery service) even after I selected for it to come by Canada Post. If they do that I have no choice but to make a charge back due to non-delivery, and luckily they have accepted that and refunded me without me having to ask the credit card company for a refund.
It has taken some effort to find companies that will send things via delivery organizations that actually do home delivery, but has really saved me a lot of exasperation. I'm not going to pay for two $40 taxis to retrieve a package that only cost $75. It's just not cost effective, especially when the $75 charge on my credit card is probably for a $55 item that has a $20 fee to drop it off somewhere on Ocean Westway.
posted by Jane the Brown at 5:51 AM on October 28, 2023
I pay $100 a year to have a shipping service drop off near me. I don't have to go all the way into town when UPS won't deliver to me because of snow. The other advantage is the shipping station will hold my package for a long time so I can wait days or even weeks till weather is good. Or even have a friend pick up for me. Where UPS wants me to come right away because they don't have room to store my package and they want to get it off their computer to-be-delivered list.
posted by cda at 9:55 AM on October 28, 2023
posted by cda at 9:55 AM on October 28, 2023
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posted by rhiannonstone at 1:06 PM on October 27, 2023