UPS
reviews and complaints

Ups does not pay for their mistakes - I had a very important letter that needed to arrive at a local business the next day. Since I was close to a ups location (Actually, I have a mailbox there), I decided to ship my letter using ups. Big mistake! The next day the letter arrived at my door step. Although I had given the woman behind the counter everything she needed to get to the right business, she entered the information wrong and sent it to my home. Immediately, I returned to the ups location and had them correct the issue. The guy behind the counter confirmed the woman had made a mistake and processed my letter again. When I asked for a refund since I paid for next service and it was processed incorrectly, I was told "no, we will not refund your money." I was very upset. For several years, I have had a mailbox at that location and that letter was for a recent job opportunity. Since ups does not take full responsibility for their mistakes and does not care about my ability to maintain business relationships, I will no longer do business with them.

I was a U.P.S. delivery driver for 25 years. I would like to apologize to the many business and residential customers whom I delivered parcels to in my career as a delivery driver. U.P.S. expects the customer to stop whatever they may be doing as soon as a driver walks in the door. ( If you ever go to a U.P.S. center, see how quickly you are approached for help) U.P.S drivers will speed through residential neighborhoods where kids may be playing just to save a few seconds of time. I am fortunate that I only killed a few family pets and not a child. For this I am grateful.

I was left a note by a UPS driver that he would deliver a package between 2pm and 5pm on Thursday. The driver did not show up between those times. When I called UPS I first got a center in Central America. I was told by that person that he couldn't do anything to help me find the truck with the package. The second time I called I spoke with someone in Newport News, VA who also told me that I had options: to pick it up at my convenience at another part of town or reschedule delivery and pay for it. Never mind that I stayed home all afternoon WAITING for a package that they said they would bring between certain times. It is obvious to me that UPS does not care about its customers because they did not even attempt to try and find this package. They did not even attempt to work with me halfway. I said I would like the package delivered in the morning and they said that "there was no way" that they could guarantee a package delivery. What about the packages that they deliver before noon? They were willing to make me do more work to get this package and let their drivers off the hook for not showing up with the excuse that there might be more traffic or the driver might have a heavier route so nothing is guaranteed.

I am Pissed off that UPS can be so negligent and irresponsible and inconsiderate in their business practices and the consumers have no recourse. I am complaining to everyone that I know about this because it is unfair. I spoke with a driver who said that they are able to find drivers and get the package information.

I ordered a pair of shoes on June 8th 2010. The package was sent via UPS and it was out for delivery on June 10th. I live in an apartment so I called UPS and provided my buzzer number on June 10th morning. UPS CSR told me very clearly, that adding additional information to the package will not delay the delivery, as they will page the driver right away. I was at work and was constantly checking the UPS tracking website to see if it was delivered yet. I checked at 2pm and noticed it was delivered. The delivery confirmation says, "LEFT WITH WOMAN". I called home right away. To my surprise, my mother said there was no delivery. I called UPS, and was informed that the package was actually delivered to the WRONG address and will notify the distribution center ASAP. I soon received a call from UPS, a woman named, Michelle told me they will have the driver to retrieve my package on June 10th and delivery it to me on the same day. I waited and nothing showed up.

The next morning (June 11th), I called Michelle and she told me, that she thought she had paged the driver but apparently he did not receive it. Michelle repeated my address with my buzzer code to confirm if it was correct, and this information was sent to the driver. Soon after, I received a call from Michelle and was told; the driver will retrieve the package from the wrong address and deliver it to me later in the day.

I waited until 7pm and I called UPS and the CSR found out that the driver attempted a delivery on 6:39pm but was unable to deliver it because my name was not on the listing. I was very patient the whole time but by now I was very agitated. I gave my buzzer code number on the morning of June 10th AND Michelle had confirmed my address and buzzer code. I had already waited 2 days straight for a small package and cannot longer stand waiting anymore. I requested the package to be sent back to the shipper. I am displeased with the delivery service. Clearly, UPS and the driver made grave errors on such a simple task.

So... after having package exchange parties with the neighbors and finding out how many packages were "lost" or otherwise misappropriated, then how many damaged after complaints, how night and day from the neighborhood next door and down the highway with a different driver, we started to watch. And film. We chose anchor properties to watch and record and take the time to call and complain to UPS. This is after a few of us heard about and then witnessed intimidation by the driver of elderly and women. Don't forget, they know where you live, who lives with you, where you used to live and when you move, they will know that too. That point was made to a young female neighbor by the driver.

The problem is that UPS drops the complaints from national customer service back down to the local distribution place and people creating the problem. So what customers get is more "lost" and "damaged" packages. And worse. We've seen drivers run without even ringing, sticking notices without packages in hand to deliver, witing out the notice before ringing the bell or knocking on the door, or announcing their arrival in any way. We've seen them punching another dent or hole in the box, kicking it out of the truck. No really, like mega soccer. The "lost' packages are never traced. That person is "on vacation/sick/being replaced. Can you give me that information again? We haven't heard from the shipper. Well, the shipper has to contact us again. We can't give you that infomation. We have no notes. I'm sorry, too much time has passed for us to do anything about that."

The single point of contact at corporate is only good if you have two hours or so to wade through transfers and can keep your cool long enough to get close, because the number they gave you doesn't ring through anymore. So... your complaint will be bounced back down to the point of problem origin again, where people will be complacent to rude and remain inneficient and unethical. Get your video cam out.

The only way this is going to get less worse is if we document it and file a class action with the media involved. When I get my new PC and download photos, I may figure out how to make photos of the videos and post them, but I am concerned about retaliation by them. I've heard some pretty ugly stories and seen enough to know they are true.

My husband works for ups freight inh texas and they ### him over every chance they get including ferando and all the workers in the front office theyu change ### without telling there empolyees they changed are w4 without asking us they dnt give you your check when you work and when they do its not what you worked for all the mangers dnt give a ### so im telling everyone out ther (DNT WORK OR SEND WITH UPS FREIGHT) UNLESS YOU DNT MIND GETTING ###ED FROM THE FLOOR UP).

I ordered a package from a merchant and they got the zip code and thus the city wrong on my order. In tracking the package, I noticed the error and called UPS. They said they could do nothing unless the merchant called. Since it was after hours for the merchant I checked the tracking info again and saw that the driver found the address was non-existent (in the wrong city) and they were attempting to contact the recipient (me) to get a valid address. I called UPS again and they said i would have to wait until I received a post card from them at the address they had in order to correct the address on the package. Ummm... are they complete idiots? How can I get mail at the wrong address? So now I have to wait until the merchant gets in and changes the address... this is a total FAIL on the merchant's (Staples.com), their vendor (COSTCO.TSA), and the shipper (UPS)... three idiots! Never again... Office Depot, and FedEx, here I come.

I had very disappointing experience with UPS. I called and attempted to have the package held by using the automated system. The automated system did not give me the usual prompt to hold the package, so I pressed 0 to speak to an operator. I explained to the operator that I wanted the package held at the UPS facility, but it seemed like the option had been removed from the automated menu. The customer service representative said that the menu option was not available because the package was going to be held automatically after the first delivery attempt. Being the second delivery attempt had been made earlier in the day, I asked him why a second delivery attempt had been made. He sort of stumbled over the words and said that the driver did that as a “courtesy”. It sounded a little odd to me, but since I had no reason not to trust this individual, I thanked him and hung up, assuming that I could pick up the package the next day he suggested.

The next day, I left work early to pick up the package from UPS before they closed at 8pm. I got there with only a few minutes to spare. I presented the InfoNotice to the clerk and was informed that the package had been returned to the sender. I told the clerk that I had called to have the package held and inquired about what went wrong. He first questioned whether I had actually called to have the package held. Then, after I told him exactly what time I called, he stuttered and in a confused and ill-informed manner similar to the customer service rep I had spoken to the day before, attempted to explain that “Level 1 packages cannot be held”. I asked him if it was customary for non-UPS personnel to know what “Level 1” meant and to know these types of packages can’t be held. I questioned why the customer service rep the night before didn’t explain the policy rather than claiming that the package was automatically held. He flatly and with no sort of compassion, caring or concern for me, the customer, said that there was nothing that he could do. I left and thanked him for wasting my time.

I wrote UPS to inform them of the chronic problem with both the customer service representatives at the UPS locations and at the phone center. They frequently lack any sort of customer service skills and are not knowledgeable and frankly don’t always hold the packages when asked to, or inform the customer that the package cannot be held, if applicable. They often simply invent policies that are in fact very untrue, without any regard to what happens to the customer and their packages after hanging up the phone. They take absolutely NO pride in their job. I really don’t think they consider the ramifications on the customer if the packages are returned to the sender or worse.
I really doubt that my letter will end up anywhere but in the UPS customer service email trash bin, but I’ve feel like I’ve done my part. I have alerted them to a serious problem. I doubt that I’m the only person that feels that way, but because the package recipient has little or no control over what carrier is used to ship their packages, the egregious behavior will more than likely continue unchecked. But, I do hold out hopes that this letter may end up in the hands of someone who cares. The company slogan of my employer is “remember who we work for”, which is a way to remind each employee that their every action, positive or negative, affects the customer. I urge the UPS employees to remember who you work for, because many people depend on timely delivery of their important packages and trust you to ensure that happens. I am unsure if the employees at UPS consider this fact when they go about their everyday duties. If they did, I think there would be far less Internet based complaints regarding UPS customer dissatisfaction.

So I sent a package to my friend via a UPS authorized shipper. They require signature but my friend works; they tried to deliver it 3 times and of course this was all in afternoon so they were all rejected because of the lack of signature.

Here's the kicker: My friend even wrote a NOTE saying "please leave by the doorstep" with her signature and they fail to honor this. I don't know what to do any more, I am at my wit's end. I tried calling customer support but they do not have a live person who can help me. The package is now being returned to shipper, and it had cost me $20 to ship it. If anybody has any ideas, PLEASE HELP ME!

For what it's worth, I am using USPS or FedEx from now on. They have a live number I can call.

A UPS driver just dropped a small pkg at my door (residential). I watch him go down the driveway (to wave thank you if he turned around). He gets in the truck, goes to the rear, returns to the front and throws plastic shipping staps into the street! UPS (I thought) must expend a great deal of effort in screening their hires. RARELY have a seen a driver drive too fast or reckless. It appears that's not the case anymore. Glenview, Il.

On January 7, 2010, UPS mistakenly delivered a package I had shipped to a UPS store to the Williams-Sonoma distribution center at 4300 Concorde Road in Memphis, Tennessee. The package was clearly marked with the name of the friend I was mailing the package to, as well as the UPS box number and complete address of the UPS Store where it was supposed to be delivered; however, the driver either could not read or did not care (or both) and left the package at Williams-Sonoma.

When my friend went to pick up his packages on Saturday, January 9, the delivery mistake was discovered when only two of the three boxes I had mailed reached their destination. I had to call UPS corporate customer service to even find out where the lost package had been delivered and have a lost package tracer placed on the delivery. Though they apologized repeatedly, customer service didn't seem all that sure the package could even be retrieved, acted as if problems like this occurred every day, and it was really no big deal.

Next I attempted to call the Memphis UPS hub. The number was always busy and I mean ALWAYS. I repeatedly tried to call them over several hours and I was never able to get thru. I'm sure it probably would've been more of the same lousy customer service I received at the corporate level, if not worse.

Frankly, I would not trust UPS to deliver a package of used kleenex and toenail clippings down the street. This is the second time in eight months I've had problems with them. My lost package was found in May, but it looked as if it had been run over by a bus. If I had not been backed up against a wall in an emergency situation, I would not have used them again. Next time, I will turn around and burrow thru that wall to the nearest FedEx or USPS to ship my packages. It would be safer to send them by rabid camels than trust the Memphis hub to get something to the right place at the right time.

I have had several shipments misplaced, rerouted or just plain lost for a while! Fed EX is like the sunrising in the morning, UPS is like going to the casino and hoping the package makes it! What happened to the big Brown? They used to be real dependable, now when a vendor says they a shipping something UPS, I cringe! Get it together UPS, I'll be shipping FED EX or GASP... USPS

This morning a ups driver pulled in front of me in a designated bike lane in Portland, OR. I had to come to a very hard stop and then go around the van to avoid hitting it. I followed the driver to it's next destination - a block away - and asked if she had seen me and why did she not stop. She said that I was the one who should have stopped for her. It's scary that UPS has drivers out there with this kind of attitude and below par skill level.

I can't stand the inefficiencies and rigid shipping procedures of UPS. They're not customer service orientated at all. I live in a dense urban environment (Harlem-NYC) where packages can’t be left at my doorstep. I had a roommate who agreed to lookout for a package due on a Monday while I was at work. However, the apartment number was missing on a package, and I was able to see this "Exception" added to the online tracking page. It was within the hour of the Exception being added, so I called the Bronx shipping center real quick and tried giving them the apt. number so I could hopefully catch the driver while he was in the neighborhood. No dice...the SENDER has to alter the address. Fair enough, since this is probably to prevent fraudulent activity.

So I have the sender contact them immediately after calling, again, to hopefully catch the driver before it was too late. However, they were told that UPS "won't do same-day redelivery attempts" and that the package would be scheduled for tomorrow, even though the driver was still close by! They offered to hold it for pick-up, but it's a 119 lb. package so I simply couldn't do that.

I work a full time job, and tomorrow was no good since no one would be here. Complicating things even more, they refuse to give a time period any narrower than 9am to 7pm (all day), and they wouldn’t let me reschedule the package for Saturday delivery since it was sent out via UPS Ground, which only operates during weekdays.

I told them I wasn’t going to be home on Tuesday, but that Wednesday would be better. They said they'd have to make an attempt tomorrow regardless (Tuesday) and if no one is home, they'll try again Wednesday! But I'm sitting here TELLING you that no one will be there Tuesday. "I'm sorry sir, that's our policy."

So because of a missing apartment number, which could have been checked and corrected before it ever became a problem, I have to miss an entire day of work because they have such a huge window for delivery times. 9am to 7pm! And if you don’t schedule delivery times, why are there narrower window periods on your “sorry we missed you” slips?!

Here's a clue: why not try delivering packages when people are actually going to be HOME? Or at least offer that option for an additional fee?! And how about letting customers arrange for Saturday deliveries? Even if it’s for an additional fee, I’m sure this is better than having to miss a day of work. It’s infuriating.

On November 2, 2009 I received notice from Nike that my order was shipped UPS. I called UPS that evening to hold delivery until 13 NOV as I was away on military duty (unplanned departure after order was placed). I was told that could not be done but that three delivery attempts would be made and then the package held for five days so I could arrange delivery when I returned. OK, so the package could not be held for delivery and I would have to make arrangements on MON 16 NOV. On MON 09 NOV I received notification from Nike that the package was delivered Friday 06NOV, although UPS had said the package would not be left. I called UPS and arrangements were made for the package to be retrieved the next day so it wouldn't be sitting outside for a week, and arrangements for the package to be redelivered FRI 13 NOV as I was returning home that evening. I arrived home and there was no package, only a notice that a delivery attempt was made but the package could not be delivered as all of a sudden it required a signature. There was no date or time indicated for the next delivery attempt, so I signed the form and left it for the UPS delivery person. I arrived home MON 16 NOV afternoon and found another notice which stated that a delivery was attempted but a signature was required. I called UPS to ask why the package wasn't left as arrangements were agreed upon the previous week for the package to be left FRI 13 NOV (and a signature was provided on the delivery notice). I was informed that it was now driver discretion that signature was required upon delivery otherwise the package would not be left. That wasn't the case the previous week when the package was left although a call was placed to hold delivery, and the driver returned to retrieve the package which was still there so obviously if it wasn’t stolen after sitting outside for 72 hours a couple of hours wouldn’t endanger the package. Why all of a sudden a signature requirement at time of delivery? Once again there was no date or time indicated when the package would be redelivered, and the agent on the phone said it could be delivered any time the next day. So I'm supposed to sit at home all day waiting for delivery of a package which all of a sudden required a delivery signature? That’s worse service than COMCAST! Unfortunately I don't have the luxury of free time to sit around all day and wait for some sneakers, so I was told that after the delivery attempt on TUE 17 NOV I would have 5 days to pick up the package from UPS distribution center 30 miles away, because all of a sudden at the driver discretion a signature is required at delivery. Why there is all of a sudden a signature requirement by the driver, when there wasn't one on the original delivery after UPS was notified no one was home and was requested to hold the package? This is ridiculous. I informed Nike of the delivery problems which contacted UPS to request them to just leave the package, no driver discretion required. UPS said no, once the driver determines there is a signature requirement when delivered it cannot be lifted. A bit of a contradiction there, as the package was left (for 72 hours) during the original shipment without the signature requirement. So that was changed but common sense could not change it back. Not to mention UPS has been delivering packages here for 15+ years with driver discretion never invoking a signature requirement. I asked UPS for an explanation and all they say is “driver discretion.” More like driver idiocy, if you ask me.

I have a delivery man that delivers my packages in front of my garage. My front porch is up steps to the right of the garage. I wish he would deliver my packages to the front porch. My driveway is on a hill therefore if you do not know the package is in front of the garage you may not see it until it is too late. Also, when he delivered my package to my garage, he didn't even ring the doorbell to let me know that a package had arrived. The doorbell is by the garage! I had a package delivered yesterday and a different UPS driver was very courteous and left my packageS on my front porch!

UPS continually, almost every other package says they can't find my house (which has been here for over 50 yrs) and then when you call to find out the problem you are told you can't call the local center, but they'll have somone contact you which is a 50/50 shot that will happen. Then who knows how many days later your package arrives and I guess they figure if they finally get you, your package it's ok. Well it's not ok and I for one will be and specific any package I have delivered in the future not be delivered via UPS. Hopefully they don't actually rely on customers to stay in business as they have absolutely no customer service!

I tried to send this email. I will be calling again tomorrow:

To Whom it May Concern:

I sincerely hope this email doesn't fall through the cracks or gets ignored. Yesterday I received my final notice for a package to be sent to my house. I called the number on the back and followed the instructions on how to set it up so that I could pick it up at the hub here in Austin on Tuscany. I took the time off work and went in this morning. I was told by the service rep that they did not have my package there. She said that somehow it got on a truck, but she didn't know which truck it went on. She gave me a manager's number to call and that was it. No "sorry for your inconvenience" for basically driving all the way out there for nothing. She did give me a hopeful time estimate and a number of a manager to call. As I had a lot of things to do that day, this really was an inconvenience. Well, the time for my package to arrive came and no package. I waited another hour as I worked from home. Nothing. I called the number. The manager, Locke, was short with me and impatient. She said it's on a truck and I'll receive the package later on tonight. Seeing as I have classes after work, this would again be a very big inconvenience to me. She spoke to me like it was somehow my fault for having a day job and not being there to pick up the package. When I told her that I called the number and followed the instructions for me to be able to pick it up and that I had five days to pick up the package, she said that I was wrong and that they would have just shipped it back if I wasn't there to get it the third time. I wondered why the instructions were different from the 800 number on the slip than what she was giving me. She spoke to me like I was a child and once again, I didn't get any apology for the inconvenience. I hung up the call feeling that she didn't care that my package was put on a truck at all and that it was no big deal when it was to me. It greatly concerned me that my package would have been shipped back simply because I had the audacity to work a day job in an office.

Wanting to find out if it would be shipped back and to file some complaint about the customer service I received, I called the 800 number. It was there that for the first time, I actually got an apology for what I was going through. They took down the name and number and told me that they would check in on Locke at the Austin UPS Hub and do some research into it. They also told me that according to their records, my package was there at the hub. I decided to go there as I didn't want to have to be late for work tomorrow picking up a package that I should have already been able to pick up today.

I arrived there and was told to wait while they got the manager. She came out and was immediately defensive. She said, rudely, that she already told me that my package was on a truck and I would be getting it around 6pm tonight. I told her that I spoke to the 800 number and they said it was here. She said that since they were in a different city and she's here, she would know better than them. She said that the guy loading the truck didn't know what third attempt means. Instead of taking this as an opportunity to offer to train this person so this mistake doesn't happen again, she again makes me feel like I'm the idiot. Funny, because I thought I was the customer. Again, even when admitting that they made the mistake, she still didn't offer any sort of apology and acted like I was both stupid and an annoyance more than anything else. You know, a lot can be tolerated with a simple apology and an acknowledgment that the customer has been inconvenienced. I wasn't even remotely extended this courtesy at all. Instead she acted harassed that she even had to speak to me. I told her that not one time until I complained to the 800 number of what happened that I didn't get any apology for my inconvenience. She didn't blink, didn't seem to care and was just defensive. I don't think saying sorry when you already know you did something wrong is too much to ask, do you?

I don't know if this complaint will make a difference, but I do know that you have officially lost a customer. There is no excuse to make a customer feel like an idiot or stupid, especially when you were the ones to make the repeated errors in this situation. I would like this complaint to be escalated if possible seeing as how I never got contacted back for further questions from my call.

I had ordered a nutritional supplement from a company and UPS was to deliver it. When I placed the order on a Monday, I did give them my correct address so they knew where to deliver it to. It was to be delivered the next day. On Wednesday, UPS called me and they were in a previous town that I had lived in 2 years ago. I gave him my correct address and it was to be delivered the next day. I get home and there is a note saying they could not leave it because someone had to sign for it. I called UPS because the time that they had checked from 1-3 when they would re-deliver was not good because I would be at work. She said that I could not have a specific time even though there were times that could be checked on the slip. I work Monday through Friday and don't get home until 6pm. So, after working all day, I get to go drive an extra hour to pick up my son's nutritional supplements because they can not deliver it to me. I will check with the company and see if Fedex can deliver it or I will go pick it up myself. UPS is a JOKE!