Why We Hate Blurb & UPS & Canada Post (Part 3)

So i got a response from blurb from their Customer Service bots today on one of my blog posts. Here was the comment: 

Hi,

Checking in from Blurb. Wanted to make sure you received your book. If not, please contact customer support. We couldn’t find you in our system, so not sure you filled out a support form. Or maybe your Blurb username is different than your twitter handle.

– Kathy

My response to this was:

We have received the parcel yes, after over a month of waiting for it. We received it via UPS delivery. However this was extremely late, the parcel went all around Canada, and they were very difficult to deal with. We waited for them pretty much everyday we organised a time and place for them, and sometimes they would be 3 hours early, sometimes they wouldn’t even show up at all. We finally got them to drop it off at the right time. However we were no longer at this destination so a family member received it for us.

Being in London, Ontario Canada the package had to arrive very soon, as the recipient (me) was flying back home to Brisbane Australia. So we had to send the parcel registered express post, the fastest and most expensive postal method Canada Post offers. They guaranteed it to arrive the following Monday, which was the day before i left. It didn’t show up. I am now in Brisbane Australia and the parcel arrived the day after i left in London Ontrario Canada. So now we have to pay for it to get shipped to Brisbane Australia.

All in all we have spent money on three different shipping services when originally we paid for a premium service from you Blurb. We have spent alot of money on the UPS expedited service, then Canada Post Express and now further Canada Post Air Mail! This easily makes the shipping far exceed the cost of the book.

Now my girlfriend opened up the package and said the book is in amazing quality and in perfect condition, which i am surprised about going around UPS and Canada Post so much. However it is yet to make it to its final destination.

This problem all arose because we were expecting the delivery of our book from you on the 26th of December. But was then promised many more dates of delivery. Had of we known that the book was going to be delayed in production, and that UPS were so unorganised and unprofessional (they even lost our location of the book at one point), we would of got it sent to our London, Ontario Canada location.

This whole ordeal has had my girlfriend in tears and in utter disappointment with your service, UPS, Canada Post and even here self. Every step along the way where the delivery time was unknown and even lost, she was in tears. Although your support is excellent, you go out of your way to solve customer problems, you and your delivery partners have let down my girlfriend to the point that she feels she has failed as a person because she still hasn’t got her Christmas gift to me yet. Of course this isn’t directly your fault, we simply feel ripped off.

Because our ordeal was incredibly hard on us i feel that i should spread our experience with others so they don’t have to go through the same process. We have received 2 vouchers for $10 off each, but then again, would we really want to use them? Considering we still don’t have our package?

Thank you for your reply,
Your customer service is excellent.
Its just a shame the rest of the service wasn’t, perhaps this time, up to the same standard.
Richard