For instance, UPS ground has about a 50% chance of actually delivering a package to my office. They like to drive by around 7pm at night. We're an office in a business district, it's past our posted hours, and of course we are closed.
UPS will do this for three consecutive nights, and then return the package to the shipper as undeliverable. If we are lucky, on the third attempt they actually make the effort to drop by during business hours.
On the other hand, UPS ground to my home will deliver by noon every time (although they do hide packages without a note or ringing the doorbell).
For me, Fed-Ex works much better than UPS.
For some people, the opposite is true, and UPS works better than Fed-Ex.
Going by what I read in the forums, I see more Fed-Ex preferences than I see UPS preferences. This is hardly a scientific (or necessarily accurate) way of doing a survey.
B&H is a business. I suspect they have chosen UPS over Fed-Ex because B&H believes it will be good for business. I would hope that their concerns are not just the bottom line price on shipping cost, but on customer satisfaction as well.
If UPS really is despised, customers will either ask B&H for Fed-Ex shipping, or they will buy elsewhere. If this turns out to be the case, and B&H loses business, I suspect B&H will switch back to Fed-Ex.
On the other hand, if the overall quality, and customer satisfaction with UPS is similar to Fed-Ex, I suspect B&H will use the lower cost shipper.
My only hope is that if a customer does decide to leave a vender they let the vender know why. When the vender has a better understanding of what customer's want, the vender is better able to provide it.
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