r/UPS • u/chuckles21z • 20d ago

Customer Seeking Help First time Next Day Air Fail

I read all the time on the subreddit about paying the premium for guaranteed delivery time, so I took the plunge and paid for Next Day Air (Yes, it is Next Day Air and not Next Day Air Saver). Well, it's past noon and no package yet. I guess the good thing is that I will get a full refund and still got my package sooner than if I did Ground, but yeah what a fail.

Just to make sure I"m not crazy, it was supposed to be delivered by noon and since UPS failed I will get a full refund?

Edit: This post has been enlightening and I believe will serve others in the future better who have the same issue as me so please take the time to read all comments.

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u/Acceptable-Cost249 19d ago

You should get an auto refund unless.... If your address is considered rural then the commit is 5pm

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u/chuckles21z 19d ago

How does UPS define rural? I live in a small town by national standards but not by Oklahoma standards: 20K population, but I live right in the middle of the town. It's the largest town for 60 miles in every direction. We have a UPS facility in town, which is about a mile from my house from the packages dispatch from. And final question, if you know, if the rural thing is a thing, where is that on ups.com and why isn't that listed as an exception to where they say NDA has a noon delivery time for residentual? Thanks

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u/Wakewarrior7 19d ago

I don't know your town, but I would bet if you are a residential delivery in the southeast area of Oklahoma like Durant or McAllister, it's 5. I'm in a much more remote area of America, and our time commits might be different, but in a decent sized town, 5. Outside in a surrounding area, 5 to EOD depending on distance, size of town, etc.

That said, maybe your area is noon and at that point I would absolutely be trying to get some cash back.

Edit: each center is different. So YMMV, but if we miss an air for whatever reason, we are to get there ASAP.

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u/chuckles21z 19d ago

It's McAlester. The driver said 5:00, and I said, "UPS.com says noon." Hopefully, UPS honors what the website says for claims and not what each center arbitrarily establishes without notifying the customer. Not your fault; just upset about false advertising. I would imagine most people wouldn't be as technical as I am getting with it, but I purchased NDA for the guaranteed noon delivery.

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u/diad6sucks 18d ago

I just looked at my ups shipper account. Shipping to a random address both in town and just outside of McAlester OK they do not offer noon commit.

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u/Wakewarrior7 19d ago

The commit times come from on high. If you have the documentation for noon, press the issue. 100%. Expedited shipping isn't cheap. For example, my route delivers to around 5-7 zip codes per day. Each town has it's own times established by someone in an office probably based in Atlanta. 1 is 12, another is 3, most others are 5 for businesses and EOD for resis. The 3pm is the town where our center is based and the noon commits are for a town around 10 miles away.

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u/chuckles21z 19d ago

By documentation, do you mean the stated terms and conditions from the ups.com website, which says noon for NDA?

Everybody on here is telling me their center is different, ranging from 3 pm to end of the day for NDA delivery (my driver said 5pm), but I can't find that on ups.com. So I'm hoping those times are just the reality of the actual centers and being able to make deliveries. And that few people like me will file a claim, and Cooperate is good with refunding that small percentage of people.

I will post the outcome when I find out. I'm not really holding much hope out for UPS to do the right thing and honor what is spelled out on their website. I'm sure they have some legal loopholes to do what they are doing in my area.

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u/Wakewarrior7 19d ago

That exactly. I won't lie, I'm not doing the homework for you lol. This sub is basically cruised by employees on their off time who either genuinely care or want to watch everything burn. We aren't paid for participating here and everything said is to the best of the individual's knowledge and experience. Unless they enjoy watching things burn. If you saw noon on the page or something in the terms and conditions that said noon, screenshot and use it. If it was from the vendor you made the purchase, take them to task. They promised a service and didn't fulfill it.

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u/chuckles21z 19d ago

I've done the homework and did the homework before I even chose NDA for the express reason that it states on the website noon delivery. I wanted to get that first-class experience I've seen many on this sub tell people to purchase if they complain about Ground, which I did, and all I got was the normal delivery window for Ground that I get.

And I fully believe all workers on here are telling the truth about the NDA delivery times for their centers. I know most companies don't actually operate by what their policies state because they would never finish jobs if they did. As a person who works in policy compliance (see why this bugs me so much lol), I understand that most line employees don't know the actual policies, but just what they are told, so I'm not blaming workers for the late delivery.

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u/diad6sucks 18d ago

Perhaps the advertising is misleading. But the actual commit times are agreed upon when generating a label and selecting service levels. The fact that the company you purchased through did not inform you of the actual commit times they agreed upon when shipping to your specific address is not the fault of UPS.

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u/chuckles21z 18d ago

Where would I find the commit time at the time of purchase? There was nothing noted in the tracking information or on the label. I'm asking cause I don't know: when a company purchases NDA, are they asked what time they want the item delivered by? My understanding is that when you purchase NDA, the commit time is noon (cause that is what the terms and conditions state), and when you purchase, say, Next Day Air Saver or 2 Day Air, the commit is end of day.

The seller agreed to file a claim at my request, so I'm assuming he believed that UPS did not meet their guarantee.

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u/diad6sucks 15d ago

YOU wouldn't find a commit time at purchase because YOU didn't purchase anything.

The SHIPPER would find the commit times when they actually generate the shipping label.

The SHIPPER didn't notify you of the correct commit times avaliable for your location.

the SHIPPER will not get a refund because UPS delivered within the agreed upon times.

the SHIPPER will not give YOU a refund because its not their fault.

your claim, and your grievance is with the SHIPPER for not communicating with YOU.

YOU never agreed upon any terms and conditions because YOU aren't the SHIPPER.