UPS
reviews and complaints

I've dealt with some of the worst companies for customer service in this country - Rogers, Bell, Wind Mobile - and never encountered a company as incompetent as UPS. It would be one thing if this was the first bad experience I'd had with them, but every single time there's been something, whether it's lazy/intellectually challenged delivery people tossing packages at the end of the driveway so they can get rained on and/or stolen, being charged insane brokerage fees either at the door or months later by a collection agency, deliveries not arriving until days after they should have, unintelligible phone messages from the aforementioned lazy/intellectually challenged delivery people... the list goes on. Isn't delivery what UPS does? How can a business be so unspeakably bad at pretty much the only thing it does?

This time I ordered a package from Italy that promptly made its way overseas, and according to the tracking info was held in a warehouse very near where I live for several days. For three days no-one from UPS contacted me or the seller to request any missing information, and I expect that if I hadn't called them myself it would have languished there until it was returned to the sender. First I called the number for UPS International, where a representative told me information was needed from the seller, and to ask them to contact UPS Italy, who were then unable to tell the seller what was wrong. Then I called UPS Canada and over the phone I was told that there was no customs broker declared, at which point I told the representative that I would go to the customs office, which is around 10 minutes' drive from my home, and clear the package myself - but only the day after I made the phone call, I suppose to penalize me for denying them their completely arbitrary brokerage fee. I gave the representative my email so they could send me the required manifest and invoice to present to customs. I even called back several hours later to make sure the representative had entered my email address correctly.

So imagine my surprise this morning when I woke up to see that UPS had taken it upon themselves to act as my customs broker, without my permission, and cleared the package through customs. I once again got on the phone to UPS and asked them why they had cleared the package without permission and why my package was now in transit to a facility further away, and there was a notice about a delayed flight when the package had been not ten minutes from my home. The representative apologized for the brokerage mistake and told me she'd "adjusted" (removed) the brokerage fee, but was unable to tell me why my package was on the move again, why airplanes where involved or even whether it would come to my front door or would go to the UPS Store, as I'd requested through their "My Choice" system already last Thursday, before the package even made its way into Canada. The representative also couldn't tell me whether a delivery would be attempted today.

Three hours after hanging up with the representative, I was totally unsurprised to see that the UPS tracking website is still telling me that in addition to import duty, I still need to pay them for illegally acting as my customs broker. Furthermore, the status of the package has not been updated since I spoke to the representative, despite her assuring me "there would be an update soon." The status of my package is still marked as "in transit, " even though I know there is nowhere, absolutely nowhere in the Greater Toronto Area that takes three hours to get to. Are they sending my package back to Italy? Is it being delivered on a bike? Is it going to the moon? Who knows? Certainly not UPS!

Once again I got on the phone with UPS and asked why now four hours after I was assured that the brokerage fees had been waived I was still being asked to pay them. The representative at first claimed that I had cleared the package myself (apparently the system told her this?) - after being corrected, the rep informed me that the fee had been waived but the request was "on the way" to some other department. I was then given some complete BS about being able to override the amount I was being asked to pay online and enter my own (just the taxes due), which in the space of ten seconds I proved to be untrue. Once again the representative had no idea where the package was headed and couldn't tell me when this other department would adjust the amount I was being asked to pay online to remove the brokerage fee, and suggested I "contact Paypal about the problem, " a phrase which as used here means "I am completely incompetent and have no idea what any of this means."

Do they have several different computer systems that aren't coordinated with each other, are their employees just lazy, or have all four representatives I've spoken to so far been lying through their teeth and pretending to enter things into the system? I'm inclined to believe the latter since speaking to these people on the phone has achieved less than nothing.

I've never had a problem with packages from Italy sent via Poste italiane/Canada Post and they don't hit you with extortionate - from now on I won't buy from a seller who won't ship via those.

On 7/17 at 9:52AM, I was given tracking information for a pallet that I had been waiting on. Tracking number is [protected]. I use the UPS website to track freight and show that it should deliver by the end of the day on 7/17. Pallet does not arrive on 7/17, so I check the site on 7/18 at 7:30AM and see that the estimated delivery date is still 7/17 but the shipment is marked exception with possible delays. I call UPS and try to get an accurate delivery date, mentioning the fact that the website says exception. The lady on the phone says that it is on the truck and will deliver 7/18 before 5PM. I call again at 2:30PM and am told the same thing. It's on the truck and will deliver by 5PM. Again I mention the exception. I call again at 5PM when the pallet has still not arrived and am told that the pallet was never on the truck. The CSR called the depot and was told that they are consolidating the loads because I am on a Navy installation and that the pallet would not deliver until Thursday 7/20. This is incredibly frustrating as I have passed along false information to my customer all day. I run a very busy store and do not have time to babysit freight carriers.

Awaiting package to be delivered. Tracked package using the tracking number provided from the eBay seller. Checked the status to see that the package was out for delivery on 7/18/17 without any time window. I work from home, but the one time I need to go out, apparently the package was "attempted to be delivered but no one was home." My adult son was home waiting for the package. NO doorbell, No knocking on the door and no note. My dogs were outside, but we have an invisible fence. I have witnessed previous drivers seeing my dogs in the yard only to slow down but then drive off. I called customer service to track my package. I relayed my situation that there HAD been someone home and was told from "Belinda" that on days that I know to receive packages that I need to put my dogs up. I certainly will if UPS will provide house cleaning services to clean up after my dogs if I am going to leave them inside all day since there was NO estimated time. All I saw was " out for delivery (12hours)".I am so glad that I know how to use the internet to track packages since there was no other form of communication. Now my package is being delivered to a UPS location for customer pick up. Thanks "Belinda" for at least telling me the local store that I wouldn't have known otherwise because there was NO NOTE and I wouldn't have been notified that my package was at the "mystery UPS location". I understand that customer service reps have to have a thick skin but when that representative decides to give me her "opinion" on how to conduct my personal life then she has crossed the line.

Unacceptable service! Every time I have the misfortune of ordering something from a seller that chooses to use ups, the package is usually delayed for no reason.

I took the day off because I was guaranteed by amazon that my package would be delivered by monday. The package is literally located in the same city where it is to be delivered, and there is presently no reason that it cannot be delivered today.

Based on my interactions online and over the phone, I have gathered that it's simply because it's a big parcel and no one feels like delivering it. I was told that it was on the truck and that if requested I could not pick it up today, not that I would because it would not fit in my car and I paid for a service that I expect but am not getting!

I was absolutely assured on tuesday by csr mandi on facebook that the package would be delivered by the latest today... Only to get another notice saying now it will not be here until wednesday... Now, why don't I believe that?

Not one member of your customer no service team wants to make it right! I was told that I would be contacted again today to have the problem handled... That was also a lie!

The last time I had to use ups I bought a chair delivered, but on the delivery date I was met with a "missed delivery" sticker, as supposedly at 7:30 pm that friday they attempted to deliver, yet we were home and no one knocked on the door, and as a result that package was delayed by three days due to the alleged delivery "attempt" as it was on a friday, and ups refused to deliver that package on a saturday despite lying about friday.

I honestly don't understand how they stay in business!

We received a delivery notice 6:30 pm. We call to pick up the package. The center did not close until 8:30 pm. They said it was impossible, that it had to be redelivered on Monday. We waited all day, calling several times. At 8:00 pm we demanded to talk some one, they explained there was nothing they could do. The driver made a mistake. We still could not pick up package.

They promised to hold the package at the center for pickup. I have been here for an hour. They still do not know where it is, although they have my yellow notification.

Five days to get a package that could have been left on the porch in a decent neighborhood. Horrible!

Tracking numbers 1Z 4E0 [protected]
And package tracking 1Z 4E0 [protected].
These packages show they were left on our door. They were Not, they were thrown over the fence into our back yard. Our dogs got the packages before we did. This is UNACCEPTABLE! $85.00 merchandise ended up being a chew toy. WALK UP TO THE DOOR, If they can't do that, they need to reconsider there job choice

Last Thursday, July 13, 2017, we took delivery of a small AC unit purchased on-line through Amazon. It was delivered to our front porch early afternoon. The driver drove over our lawn to deliver as witnessed by tire tracks I took pictures of. The lawn was freshly mowed just a few hours before, so I know there were no tire tracks, and lawn equipment doesn't have the same wheel base. My driveway is about 8 feet from the access to the front porch and there is a walkway to afore mentioned porch. The unit in question was not all that heavy, as witnessed by my 58 year old body that is afflicted with arthritis, fibromyalgia, shoulder and back issues and I was able to lift it by the straps and bring it in myself - so that can't be the excuse. The unit was left on it's side - even though the box is clearly marked not to do so. I remedied this asap when I brought it in. The box is also pretty torn up on one corner. Due to current on-going medical issues, my husband has not un-boxed the unit, yet, to inspect it. I am upset that one of your drivers would choose to drive over the lawn (if it had been the area with the septic, could have cost a $5-7, 000 to fix) and that the unit we ordered was treated so poorly both in shipping and handling. I would appreciate it if you would address this problem at your earliest convenience.

Sara L. Wehr
13879 Covered Bridge Road
Lowell, Mi 49331
[protected]@wehrhere.com

The driver pulled up and got out with her package which contained her insulin and proceeded walking toward her and just threw it on the ground and then left.. I really do not appreciate my mother getting treated this way ... If the driver dislikes his job this bad maybe he needs to try another career! This really needs to stop he the drivers has done the same to my brother as well!

My granddaughter and I was expecting a package that was overnight express which should have been there in the morning instead they said when we call it would be there at 3;00 and then called back and said 7;00 and then we tracked it and it said no one was there at 6;51 when he delivered which was a lie no one ever came they said when we called they could not reach the drive, so they sent us to the warehouse ups in the bronx when we first got there we told them the story and it was at 8;30 in the evening there was a young black women and she was very helpful there also was two Spanish men that were really great in helping us, the package was found and we were told the driver went home a supervisor came out and said she could not release it to us so I asked to speak to someone over her she was not trying to help us in anyway even after all we went through she then said she was in charge I said no I know someone is over you please ask them to come out here then 2 min later someone else came out a manager for the evening shift he was great all went well with him helping us, there was another person there also because this driver that was suppose to leave the package never showed up to there home also. This young man should be held accountable for not doing his job they said he was new its a different between new and lazy he knew he did not do his job why would you put when we tracked it said I was there and no one was home, that was a lie so they has nothing to do with being new, just lazy. Just because of the area we live in UPS thinks they can do just what he did, this is not good work ethics and he needs to be held accountable we paid extra for overnight express but yet that did not happen so we lost out not ups and not the driver.

On July 11 and one occasion the previous week, the driver did not deliver the packages to my residence. Rather they were left on the ground at the entrance to my property from the county road. I live in a rural area and my home is approximately 1/4 mile from the county road. We do not have a gated entrance, rather a cattle guard that permits one to drive to the residence without stopping. All other deliveries from Fed Ex, USPS and normally from UPS are delivered to our house. Apparently our usual driver is on vacation.
We are experiencing rain showers this week and I do not want my deliveries ruined or stolen.

Lonnie Tegeler
5400 Wonder Hill Road
Chappell Hill, TX 77426
[protected]

We live in Lakeside Landing 2625 s. West st. Wichita, ks 67217. Driver around noon with brown hair and glasses was going about 30 mph through neighborhood when it's posted very well that the speed limit is 10mph. Luckily all the children were inside eating lunch, however a few minutes before hand there were several children out riding bikes and scooters. my 2 know to look for vehicles however I can't speak for the other children... the speed limit is set to help keep this community safe, and him as a driver should make safe driving his first priority and delivering packages second. There are too many children in this neighborhood for anyone to hall [censor] through here and around corners

Here us a string of texts I recorded from my driver after arranging a meeting place because we had a large order of perishables on the truck.
1st text is from me.

As a customer, I really don't appreciate being told to take a happy pill. Yes I am concerned about 30lbs of expensive, perishable product. And since you don't typically get to our place until 8pm, I have every right to be. Sorry to inconvenience you, I thought I was saving you a trip.

You're welcome. Shoes were important too, huh? Soon you'll have a real driver. Have a nice f-n day

It's special customers like yourself that make retirement so much sweeter! Thanks for the reminder

From me...Wow. This isn't the normal Tony I've always considered a friend. What the hell did I Do? You were going to B and R anyway. I was just letting you know how rude you were on the phone earlier and I took it personally. We've always enjoyed you as our driver.

Well, lets see, pks delerved always have defects, dirty, late, etc. etc. I was told 2 days ago about the cheese and still I get 3 notices before I get to work & while I'm trying to make first delivery. Your panties always seem to be in a wad!

From me...I have never complained about anything being late, or defect? I know you have a long day of deliveries. Sorry if you feel this way. You should have talked to me earlier if I was upsetting you.

At 1226 today, July 11, 2017 the UPS driver assigned to deliver on McAlpine Lane, Charlotte, NC 29212 was observed, ONCE AGAIN, driving recklessly (speeding in excess of posted 25mph limit) as he was exiting our neighborhood. He has been observed many times driving recklessly. We have a large number of small children on our street and in Fox Hollow. McAlpine Ln., at the end, is a cul-de-sac. Typically, our street is quiet. This driver revives up his engine when he starts to move and guns it all the way down the street to his next stop. If he has no other stops, he travels at a reckless speed until he gets to Hickory Grove Rd which is 35mph. We have issues of UPS drivers speeding in the past. I have notified CMPD and if necessary we will have a radar unit posted to deter this kind of reckless behavior.

Date: 7/11/2017
Client # 49W368
Driver: Terrell Davis- Vicksburg, MS
Incident:This driver on more than one occasion entered a restricted area without approval. Today he came into my personal office unannounced without approval. I attached a photo of the sign on the door that he came through. When I told him that he was in a restricted area, he smarted off and said that he could just take the packages back. He has a very bad attitude. He had also left a package valued at $97, 200 outside . I am an owner. On a previous occasion, he smarted off to the operations manager.
Resolution: Please assign Mr. Davis to another route. I would not want contact with anyone with such a bad attitude.
Thanks and call if you have any further questions,
Butch Nasif
[protected]

My aunt delivered a package to me from Florida to Burlington, Ontario, Canada expected to arrive June 22. After realizing it never came a couple days after, I tracked its shipment using the ID and it said it was "delivered at my door". I live in an apartment building, and we don't accept parcels, so usually they leave a notice for pickup or reschedule. But there was no sign of a note. I emailed the shipper and they began the investigation into the lost package. On June 30, I received a notice on my door (I don't know how the UPS guy got past the lobby) saying "Trying to resolve package delivery." I used the info notice to call customer service and schedule a pick-up at the parcel pickup location in Hamilton, Ontario. All seemed well since the lady on the phone said it would be available for pickup the next day (that must mean they found the package, right?!) WRONG. I showed up at the parcel place and they said it had been claimed as lost, and implied someone must have stole my package from my door. WHAT? Why would they deliver a package without having me sign it, or with a notice? When was this package actually lost? I'm so confused. Incompetence all around. Never trusting UPS to deliver a package again.

On 6/2/2017 UPS attempted to delivery a package to a business at 4:58 pm (business hours close at 5pm...this is cutting it close). The business was closed on 6/2 when the package was delivered- the package was scanned morning of 6/5 at 6:30 am, but was never delivered. I called to have package held at Elm Grove location so I could pick it up. I received a call around 8pm on 6/5 noting they will set aside package. I went to Elm Grove location and sat there for 45 minutes while JoAnn tried to locate my package. Notes on the package said that it was a fall out and the box was discarded. This is insane, since this was a 67 lb copper kitchen sink in a wooden crate that was screwed together. How is it even possible to lose this? In my opinion, the delivery driver stole the sink and put the crate back together - I would like to know if this has been investigated yet. Now, since UPS has lost this package, they are putting me and the shipper through hell trying to fill out all this paperwork and figure out how to file a claim. UPS made a mistake, and they should be held reliable to fix that mistake. I will never use UPS again, and the person I bought the sink from will no longer use UPS either. This has been a terrible experience for both me and the shipper. JoAnn has also been non-responsive. For a person in a management role, this is pathetic. I would like a person in a leadership role to contact me and let me know if they have investigated a theft and who put the notes on the document saying it was a "fallout" and the box was discarded. My number is [protected] and my e-mail is nicole.[protected]@yahoo.com. I will be writing reviews all over detailing my experience.

UPS lost or damange 10 units of my iPhone 6 64GB it cost me around $4, 000 but they paid only $1, 000 which it is totally unfair and they ripped my business apart by doing that . the bring out some sort of hidden terms which explains if you drop off your item at their store they pay only $1, 000 which makes no sense . I highly recommend to not use their service they show that gives you big discount but it seems to me fake.

Thanks
Baris

I just finished a survey for UPS, but was unable to leave a comment at the end of it. So I'll leave it here in hopes that it will help in the way of better service. Using USPS for the last point of delivery is fine, IF, the package gets to the Post Office early in the morning, BEFORE the carriers goes out on their route, otherwise it goes out the next day. UNLESS, , , its a late Friday evening at the UPS location in your area... My case is as follows, I tracked an ordered I placed on Tuesday 6 June 2017. It shipped UPS on 7th, and arrived at the UPS distribution center less than 6 miles from my town late Friday evening on the 9th, and because of the weekend, it was not given to my local Post Office until Monday, 12th, long after the carrier had left. so, I ended up getting it on the 13th in the afternoon. SO, the package, (12 golf balls), traveled over 1500 miles in just two days. Then could not make the last 6 miles for 4 days! Pony Express was more efficient!

I went into the ups store that is located on S. Mlk blvd in Lansing, MI 48910 I needed to return an item to a store that I did not want. The company gave me a pre address paid postage label to return to them. I gave the lady the box along with the label and the invoice. Instead of her paying attention to what she was doing she was so busy chatting with her co worker that there was a mix up so instead of the product being shipped off to the store it was returned to my home almost 2 weeks later. So I go back to that same Ups store and explained what happened. The same lady that screwed up the return in the first place takes the package and says" oh the label is wrong I guess I didn't pay attention" then she tells me that I need to pay 12$ to send the product back the reason I'm upset is that after the initial transaction I specifically asked for a tracking number and she tells me that I do not need one Wow thanks alot for the crappy experience so now I will just try another carrier and I definitely will let people know that If you want your packages returned when you needed them too DO NOT GO TO THE UPS on 3105 S. MLK Jr. BLVD Lansing, MI

Gents,

The shipment arrived in "Abu-Dhabi" since (8AM) morning,

It's Really disappointing..!,

this is NOT the first time gents..!,

give me a good reason why they NOT able to bring it to me..!?!?,

been so so important to get the shipment, that's why i called them twice today,

they NOT care about customer, i lost a confident with our people here,

due the foolish CARELESS of Employees in UPS here..!,

that's Really reflects to the company reputation & the honest persons who manage the UPS facilities here..?!?, ,

this Email should to go to "UPS/U.S.A", they have to know to what's going on here..?!?!?!?

-;ZAYED;-