If you’re wondering where your UPS package is, you’re not alone. The shipping company is wading through a backlog of deliveries in both Grande Prairie and Fort McMurray.
In both cities, service is contracted out to a third party, which was switched from Purolator to Intelcom Express on March 19th. UPS Director of Communications Steve Vitale says the amount of deliveries was more than they expected.
“I want to apologize to all the customers in the area. We do have UPS staff on site to get that managed and to have the packages delivered as soon as possible.”
At this point, UPS can’t say when all of the packages currently at Intelcom’s depot will be distributed. Vitale says anyone waiting for a delivery can arrange to pick it up themselves.
“If you’d like to pick up your package, we suggest that you call the 1-800-PICK-UPS number and one of our customer service teams can help you facilitate that. We can ensure that there’s a ‘hold for pickup’ on there, and by the time the customer does pick up… the package will be ready so they can quickly pick up and go on their way.”
Another option if a package is still en route is the free UPS My Choice service, which can re-route it to the UPS Store in Grande Prairie for pickup. Once caught up, Vitale says UPS will be looking at whether Intelcom will need any additional staff to handle the regular volume of deliveries.
“Ultimately, our goal is to serve the area the way our customers have expected it to be serviced as it has been in the past, so we’ve got a little bit of work to do with them,” he explains. “This is not service that we’re used to or that we want our customers to expect from us, so we’re doing everything we can to get this right for them.”