UPS – United Parcel Service – is a paragon of operational excellence in the United States. For all I know, they are excellent in other countries as well. In Norway, they are the worst transportation company you can think of – at least when it comes to administration and customer service.
I order quite a few things from abroad, and whenever the company I order from tell me they have sent it with UPS I groan – because I know the package will be late, the paperwork will be cumbersome, and the customer service slow.
Here is the latest example: I order an electric bicycle from Sweden, from Kringla.com. The price is given including Norwegian customs and taxes. I pay the net sum to the bicycle company, and UPS is supposed to send me a link with payment information, since they cannot send the package out before customs has been paid.
Except they did not send it until I called them after 10 days (“because someone forgot to send it” according to customer service.) I paid, the packaged was delivered (the driver was great, incidentally, carried the heavy package behind the house since we were away.)
Then, two weeks later, I get an invoice for the customs and taxes. I call in, and they say (after a long wait on the phone) that it is paid, but they send out an invoice not marked as paid in case I need it for documentation.
I have interviewed top management in UPS in the States, the company is known for excellent delivery services and innovation in logistics. In Norway – check out this page, with 33 reviews, all of them one star…
Can someone in top management in the US please contact the Norwegian organization and tell them to get a grip?