My research group ordered an expensive computer that was unfortunately shipped with UPS. We paid extra for express shipping that should take 2 days. Now, over a week later and ~10 phone calls to the custumer service and the computer is still not here. The tracking website told us it was out for delivery last week and that they needed a security code to deliver (this is wrong, the door is open). Upon further investigation, it turns out that the package didn't fit in the truck and "they are working on a solution", whatever that means. The package never left the depot! Customer service also keeps promising that someone will call you back in an hour but that never happens. So now, after more than a week, we still have no computer, the website and customer service lied to us, and I'm left extremely frustrated. At some point I got to talk to a manager and I asked them if they would do anything to try and improve their services, but all I got back was standard rehearsed lines like "I'm really sorry you experienced this, I understand your frustration" etc. I have never experienced such terrible customer service, and how they can keep getting away with this is a mystery to me. I wish I could give 0 stars, this is really terrible.UPDATE: The ups depot made up a phone call claiming I had requested to pick up the package directly from the depot which I of course haven't. When I talked to the manager who had promised to call me back his excuse for not calling me back was that his documentation showed I had already been in contact with the depot. I hadn't. They lie, lie and lie even more and I still don't have my package even after all this time.
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