A driver who was not new to the route placed a package in the fenced part of the yard (with my dogs) instead of leaving it in the back end of my pickup truck. Same driver left no note on the front door, so it wasn't until the next day that I learned the package had been delivered - when I found my dogs chewing on some of the product from the box.

I called the UPS 800# to file a claim for the ruined product and to register a complaint on the driver. The claim is being honored between UPS and the seller.

It's the total lack of customer service that has been appalling. I had to wait 15 min. on the phone to speak with a supervisor. When I was finally contacted by the "local" office I explained what had happened and asked for an apology from the driver. It's my belief that a sincere apology goes a long way in making things right. The driver did not apologize, but instead called me and yelled at me for having complained. She was so rude that I ended up setting the phone into the cradle to end the call.

There have been a few calls with other supervisors since then and in the process I requested that my deliveries be handled by a different driver.

I have been told that is not possible and if I don't accept the same driver who yelled at me then I will have to pick up my packages at the closest UPS center - 40 miles away!

These are things I've learned:

1. The driver has the right to refuse a change to a new route.
2. In my situation I've been told that management can't (yes, cannot) get a different driver.
3. It takes 3 complaints before a letter of reprimand is placed in the UPS employee's file.
4. If a customer ever complains about the driver in her area, the customer should be prepared to be belittled, yelled at, and even be challenged for the truth of her statements.
5. UPS seems to have little care for the customer but takes complaints as a great inconvenience for the employee who has to deal with the complaints.

I feel that I am held hostage in a way. I have to drive 80 miles round-trip now to pick up my packages or I have to "trust" the same driver who has already been unapologetic for being reckless with my deliveries. Not only did she pretty much feed the box to my dogs, her "note" was a totally blank form torn from a sticky pad - which she stuck to a corner of the fence.

Her supervisor told me, "It won't happen again - I've spoken with her." The problem with that statement is that this same driver has been on the route for years. She already knew the rules and regs. for UPS drivers and deliveries. She even knew where to place the packages if I wasn't home. So my trust with UPS is completely gone.

This whole situation is illustrative of complete lack of customer service and a void of creative management or thinking. The "this is your driver, you are stuck with her" mentality is simply not acceptable when the customer is the one suffering.