Aan: UPS Customer Service

Onderwerp: Formal Complaint – Unacceptable Delivery Failure and Customer Service

Dear Sir/Madam,

I am filing a serious complaint regarding the handling of my recent delivery from Birkenstock via UPS.

This parcel was returned to the sender because, according to your service, “the house number was missing.” What makes this completely unacceptable is the fact that this is already approximately the fifth or sixth delivery from the same supplier to exactly the same address, using essentially the same address information, and all previous deliveries were completed successfully.

So I would like a clear explanation:
How is it possible that UPS drivers were perfectly capable of locating and delivering to this address multiple times before, yet suddenly this time the parcel is declared undeliverable and returned?

The situation is even more absurd considering:

* the street contains only a very limited number of houses,
* my phone number was available,
* nobody attempted to contact me,
* no realistic effort appears to have been made to complete the delivery,
* and no alternative delivery solution or pickup point was proposed.

What made this experience even worse was the extremely unprofessional attitude of the employee I spoke with afterward. Instead of listening to a perfectly logical complaint, the discussion escalated into a disrespectful exchange in which I was effectively treated as the problem for questioning the obvious inconsistency in your explanation.

To be very clear:
I find this level of service completely unacceptable for an international logistics company. Returning an urgently needed parcel without making proper delivery efforts, despite multiple previous successful deliveries to the same location, demonstrates either incompetence, lack of communication, or a complete absence of customer-oriented problem solving.

I expect:

1. A serious internal review of this failed delivery.
2. An explanation of why previous deliveries succeeded while this one was returned.
3. A review of the conduct and communication of the customer service representative involved.
4. Concrete measures to avoid this situation happening again.

At this point, my confidence in UPS service has been seriously damaged.

Sincerely,
Luc Lambregts