Shipping Rates for UPS do not require Dimensions

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  • Updated 5 years ago
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Please note that BigC does not require dimensions in order to process and properly charge UPS shipping rates. When we noticed we were experiencing the same issues we had with ProStores (shipping rates on BigC were lower than on Shipping Easy and UPS.com when logged into our account), I called and was told by a tech that dimensions are a requirement of UPS to process shipments with correct rates. Even though I asked him to troubleshoot since that was not the case after having shipped through UPS previously, having a conference call last year with Homestead and UPS tech, he insisted. When I referred to BigC's website indicating this was an optional import area, he still would not waiver.
It was thanks to another tech (a rare moment with Homestead these days) the issue was resolved. That tech listened to me and took the initiative to call BigC to get an answer. It was a setting (commercial and residential rates) and BigC confirmed that dimensions of a product would not effect a shipping rate (as it is calculated via zip and weight - which I told the previous tech). 
It really is time, it's been two years of asking, that you train your techs in not only your products, but how to escalate calls as needed. With that said, it is also time that you implement a policy for techs to log complaints about ongoing software issues for your programmers (like your copy and paste element and link element in Site Builder online) and have them return calls when they drop the call, which seems to happen quite regularly. 
Your customer service is continuing to decline along with your tech training, which is a big concern. 
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Jeff4036

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Posted 5 years ago

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Mike F., Alum

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Thanks for your feedback, and we apologize for the experience you had.  This information will be shared with management.  I'm sorry about the level of service you received. We do have a process in place that allows us to easily verify information with Bigcommerce for any storefront related issues. 

Feel free to use this Community site as a resource in the future and we'll do our best to provide you with the level of service you deserve.

Mike

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