Menu
UPS Customer Service Phone, Email, Contacts

UPS
reviews & complaints

www.ups.com
www.ups.com

Learn how the rating is calculated

1.4 2063 Reviews

UPS Complaints Summary

202 Resolved
1849 Unresolved
Our verdict: With UPS's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
Verified
The authenticity of the customer service contact information for UPS has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of UPS. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

UPS reviews & complaints 2063

Filter reviews by rating
5
0 review
4
0 review
3
1 review
2
0 review
1
11 reviews
Sort by:

Newest UPS reviews & complaints

ComplaintsBoard
L
12:00 am EST

UPS mantel clock was completely destroyed

My complaint is that the manager of the store tells me that I can not get the $40.00 refunded for shipping of an item that he shipped to me, and also packed there at the store. The item was an antique mantel clock that obviously was fragile as it had glass on the front of it. When it arrived to my home, the box was torn and delivered upside down. The mantel clock was completely destroyed and in my opinion not packed well. The manager sent me an email when I asked him for the shipping cost back also. He refunded only the amount that I paid for the clock, which I purchased from an auction. He gave me an excuse about not refunding the shipping which I find odd. I believe I should be refunded the shipping also. Otherwise, I paid them $40. for destroying an antique clock! They were the ones that packed it and shipped it. This is the email the manager of the store sent me:

Hello Linda Byrnes,

Thanks for the return email. The money that you paid for our services is what insured that UPS was willing to pay for the damaged clock. Our services met the insurance requirements so that UPS knew that our packaging service was not the cause of the damage to the clock but rather how the package was handled in transit. I regret that UPS will not refund the charges for our services. We did our charge correctly again insuring that you would be reinbursed for the damage to the clock. I regret that I am unable then to return the fee for our services as without them you would not have been able to receive anything from UPS.

Keenan Pettit
The UPS Store #53
[protected]

I tried to resolve this by emailing the corporate UPS site, and gave them all the information such as tracking numbers, etc. but they emailed back and said I needed to resolve the problem with the UPS store that shipped the item. So you see, I am at a loss as to whom is suppose to take care of the problem and neither the store, nor the corporate office seem to be any help. I ship items daily as I sell on ebay and they need to know that if I don’t get a refund for the shipping fee, that I will not use UPS again. I ship at least 20 items a week and will never use UPS again unless they resolve this problem. I believe they will lose a lot more than $40.00 if I use FexEx , USPS, or another shipping company. I will also discourage friends, family and customers from using UPS unless they resolve this matter so I believe in the long run they will lose a lot more than just my business.

Thank you,
Linda

Read full review of UPS and 1 comment
Hide full review
1 comment
Add a comment
D
D
Debra Bergmann
,
Oct 11, 2007 9:47 am EDT

Oh I definitely agree with this one. Just because you pay for insurance, that doesn't mean that UPS will not leave your package without getting the required signature, nor does it mean that they will not deliver it all beaten up, with whatever is inside all broken up as well. What it does mean is that you will spend the next two months, trying to jump through hoops to get them to pay for items you insured. They have continually stalled time and time again, even pointing fingers at some mysterious third party shipper who just happens to have no phone number or any other point of contact. Then to pour salt in the wound, they are just plain rude. How dare we bother them to do their job! Good grief, needless to say, I will carry it there myself before I use UPS again.

ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

UPS the worst delivery service!

United parcel service is the very worst delivery service out there!. Twice they've lost my items, do they call me, and let me know, no. They must think the world revolves around them. I've lost business because of their very late deliveries. I ordered a package from n. Y., and was delivered by dhl in 2 days. If I were to use ups, it would take 5-6 days to get here, and I wouldn't see it until around 6 pm. The funny thing is, they're union, and still they're half-#!

Basically, if I had to choose between, the post office, and ups, i'd go with the post. Not only that, the post is faster than ups, and more respectful.

Read full review of UPS and 8 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
8 comments
Add a comment
P
P
pamiam10
Escondido, US
May 13, 2011 7:57 pm EDT

I will never use them again!

P
P
pamiam10
Escondido, US
May 13, 2011 7:56 pm EDT

I am going through this right now, it has been 3 weeks. and the package has dissapeared. Still in the tracking stage for the next 8 business day. Very upset, my customer is also. Makes me look stupid!

A
A
Amie29
Mesquite, US
Jun 26, 2010 4:42 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

UPS is awful they can not tell you anything. No one in this company has a clue as to where a package is at any given time. I have been told my package was on a train, then it was locked in a container, then it was on a truck that broke down and a tow truck had to retrieve it. I am not sure of where my package was but at this time it is supposed to be delivered today or it is at the customer pick up. Which is it? Why can we put people on the moon but we can't track a package? I am so frustrated with this company. Why can I not get a simple answer to my question...WHERE IS MY PACKAGE? I have called 10 times in the past 24 hours and I still have no idea where my stuff is. Oah and I also went through the b.s. of having my package at will-call and I sat in their office from 8pm to 10:45pm where the gentleman told me he would change everything and have my package delivered on Saturday. REALLY? Nope just kidding they still have no clue. I will never use them again

S
S
steve gravett
Brixham, GB
Jul 23, 2009 12:43 pm EDT

23/07/2009 UPS are the worst shipping company I have ever come across. I paiud £65 to have a DVD Duplicator delivered values at £1150. They smashed it up dispite it being packed carefully with lots of fragile stickers. They refused to meet my claim and said it wasn't pcked correctly. I was able to prove it was with before and after photographs. They admitted liabilty but then only paid oput 10% of the proven value, so now I have to take them to Small Claims Court.
What a dreadful company, please customers do not use them, nobody could be worse or more dishonest in its dealing with customers.

Steve
Brixham England

C
C
Christopher White
,
Apr 04, 2007 12:47 am EDT

On Monday I ordered a package for a company for over night delivery to my home. On Tuesday by 430 pm the package had not arrived yet. Even through it showed on the tracking number it was out for delivery. SO I called UPS and asked them if they could please have there by 530 pm and they told me they would call the local office and see what could be done but they had till end of business day which is 730pm. When I made this call it was about 435pm and was told local office would call me back. At 730pm still had not heard from the local office nor had my package arrived. So I called the UPS 800 number and spoke with a supervisor who then conferenced me in with the local office. Well the local said we are sorry we know you paid for overnight but we doubt that you will get your package tonight as one of our loading boys is new and put your package on the wrong truck. I told them you know this could have been easily fixed had you taken the time at around 430pm to call me. Per the 800 number even through I was told she was going to give the local a message to call me it seems there was no record of this being done. I told then in no uncertain terms they would deliver tonight. Well the package did finally arrive around 830pm. The Driver did not ring the bell and from my room which is close to front door it sounded like he just threw the package on the ground and left. I cannot verify that he did throw the package but the way I knew the package had arrived was the sound of it hitting the pavement.

The sad part about this is the company the size of UPS just seems like they want your shipping money and once they have it they could care less about anything else. When a package arrives late and you call the 800 number depending on who you talk to the close of business day just gets latter and latter. I have had take packages that arrive in Phoenix AZ and put it on a Phoenix truck ride around Phoenix all day because someone miss stocked the truck with my package in error. The Package would have been 1 day early had this not happened. When I pointed this out to the UPS customer service rep I was asked what are you complaining about it still on time. And this last situation has happened to not once but twice now. You ask for a phone number to call Corp headquarters and are told there is not phone number. Please a co as big as UPS with not phone in corp headquarters.

S
S
Sandy
,
Feb 16, 2007 6:55 am EST

I ordered medication for my dog who has cancer and it was supposed to be delivered on Monday, January 29th. It was shipped on Friday, January 26th by ground.

I called in the morning to find out what time I can expect the medication since I had to attend a funeral and didn’t want to miss the delivery. I spoke to Customer Service and she said either 10:30A or 7:00P. I asked if she could speak to the driver so I would know for sure. She was kind enough to return my call and said the earliest would be tonight @ 6:00P. I had no more pills left and was counting on the morning delivery.

I called UPS to check on the delivery as I hadn’t received it at 7:46P. Customer Service told me they didn’t have an apt. number and couldn’t deliver it. I hit the roof! I asked why no one contacted me as they had my telephone number or better still, why didn’t he come to the address, get out of his truck, & check the mailbox to find my apt. #? We usually have the same driver and he's familiar with the complex. How hard is that? She was no help and I asked to speak to a Supervisor. Again, no help. She kept repeating herself that there was no apt. # and we went around in circles as I kept asking why the heck he didn’t attempt to come out here, get out of his truck, and check the mailbox? I then asked for her Supervisor and was put on hold for approximately 8 minutes. I spoke with the Supervisor's Supervisor who was at least helpful. She contacted the Customer Service Dept. and spoke with a lady to try to track down the package. I told her how important it was that my dog get this medication. The lady was able to find my package but said they can deliver it the next day by 11:00. I asked if I could pick it up as it’s important he gets the medication. She said the Center was closed and she was in another part of the building. I asked her if I could pick it up where she’s located. She refused. It’s stressful enough having a dog that has cancer and to deal with UPS was a nightmare.

I wrote to their Corporate Headquarters saying they better figure out a way to instruct their drivers to use some common sense and use their cell phone to call if they don’t have an apt. number or get their ### out of their truck at the address it was supposed to be delivered and check the mailbox. You don't have to be a rocket scientist to figure it out. My telephone number was on the label as well as in their system.

Granted, the shipper forgot to include my apt. # and apologized, but UPS should have figured out my apt. # by looking on the mailbox or called.

I AM OUTRAGED THAT THE MEDICATION WASN’T DELIVERED WHEN IT WAS SCHEDULED. THERE SHOULD BE SPECIAL CIRCUMSTANCES IF UPS SCREWS UP TO ACCOMMODATE THE CONSUMER IN THIS TYPE OF A SITUATION.

I drove to UPS the next day and picked up the medication myself. As it turned out, a customer was speaking with the Supervisor with his complaint.

Let's see if they can figure out where to mail their response.:)

T
T
Tim
,
Feb 12, 2007 6:21 am EST

UPS lost my package, it arrived in Perth Australia, but they completely denied it ever got here and are covering it up. They are filthy liars and should not be trusted with anything important.

A
A
Amre Amer
,
Dec 15, 2006 4:21 pm EST

I am very disappointed with UPS. I have wasted 2 weeks without my product. I have made no less than 10 phone calls, and I have lost $100 of product and time and effort since then.

From now on, I will avoid using UPS to send my product. And I will relate my story to anyone or website that will listen. I guess I'm not the only one this happens too.

Apparently your trace process is broken. I hope this email reaches the right people who can fix it. This is no way to run a business. You are wasting your time and money, as well as mine. If your competition is more competent, they will benefit.

I recently sent you a thank you about one of your employees Catryn [protected]. I should have waited until she actually did something, before I thanked her.

She called me last Thurs Dec 7, 2006. She said a UPS driver would be there that afternoon. No show. I called back late Friday after another no show. Her assistant told me to wait til Monday, to be sure. Monday, no show. On Tues, Dec 12, 2006, someone called me from UPS (didn't write down the name) and said they would send a driver. No show. I called on Wednesday late. Catryn's assistant, Karen, told she
had just sent a request to the driver to bring something for me to sign saying that I didn't receive the package. No show. I called Thur. Catryn wasn't there. Karen took a message and told me that Katryn would call me back that day. She didn't. So, finally, I called on Thur (today). Catryn wasn't there again. I spoke with Karen who said she would call me back in an hour. She didnt. So, just before writing this email, I called again. Again, Catryn wasn't there. I asked Karen for an email address for Catryn, and an email address for her supervisor. She didnt give me any info but said that my note was on top of Catryn's desk. I give up.

All this, is after 5 calls to the UPS call center where I wasn't given any information and was treated rudely. I did send a complaint to this email, just search the TrackingNumber.

In addition, I lost a supplier, because I called them too many times, inquiring about my lost shipment.

I understand UPS is a big company. But, I shouldn't have to go thru this.

My recommendations are as follows:
When someone loses a package and contacts UPS, the first thing you do, is explain the procedure. Explain the steps involved. That it will take 2 weeks to close the trace. That the shipper doesn't know anything. That UPS will refund the shipper not the receiver. And that the shipper decides whether to refund the receiver or replace the product. All this information is critical, so the receiver can decide whether to reorder, or wait.

None of this has been done in my case. I learned all these things by calling over and over, getting one piece of information from each phone call.

I don't get paid to write these emails, or make those phone calls. I have lost time and money just to recover $100 worth of product.

Someone needs to fix this process, and it's not Catryn or Karen, who play phone tag. A simple web page would do wonders. And telling your call center employees to point us to this webpage would be a stroke of genius. A way for us to type in our tracking number, and see the progress of the trace investigation. I'm sure that info is readily available.

So, I'm not just complaining. You implement changes like these, and you will save money in wasted phone calls. And you might reduce the number of upset customers, and that would help business. Afterall, you are a business. This is in your own best interest.

ComplaintsBoard
C
12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

UPS - missing box

The post office between benton, Louisiana and thermopolis, wyoming. I recently mailed out two boxes to my mother containing baby items for my sisters little newborn baby girl, including new items and some of my son's outgrown items also family heirlooms. It was in a 10 gallon aquarium box filled with 20 pounds of baby items. One box made it there days later...

Read full review of UPS and 129 comments

UPS Customer Reviews Overview

UPS is a global leader in logistics and transportation services, providing reliable and efficient delivery solutions to businesses and individuals worldwide. With a strong focus on customer satisfaction, UPS has received numerous positive reviews from satisfied customers.

One of the most notable strengths of UPS is its extensive network of delivery options, including ground, air, and ocean freight services. Customers appreciate the flexibility and convenience of these options, as well as the speed and reliability of UPS's delivery times.

Another key advantage of UPS is its advanced tracking and monitoring systems, which allow customers to easily track their shipments in real-time and receive updates on delivery status. This feature is particularly valuable for businesses that rely on timely and accurate delivery of goods.

In addition to its delivery services, UPS also offers a range of value-added services, such as packaging, printing, and mailbox services. These services are designed to help businesses streamline their operations and improve efficiency, while also saving time and money.

Overall, UPS has earned a reputation as a reliable and trustworthy logistics partner, with a strong commitment to customer satisfaction and a wide range of delivery and value-added services to meet the needs of businesses and individuals alike.

UPS In-depth Review

Website Design and User Experience: The UPS website is well-designed and user-friendly. The layout is clean and intuitive, making it easy to navigate and find the information you need. The search function is efficient, allowing users to quickly locate specific services or track packages. Overall, the website provides a seamless user experience.

Range of Services Offered: UPS offers a comprehensive range of services to meet various shipping needs. From domestic to international shipping, they provide options for both individuals and businesses. Their services include express delivery, ground shipping, freight services, and specialized solutions for specific industries. With such a wide range of services, UPS caters to diverse shipping requirements.

Shipping Options and Pricing: UPS offers flexible shipping options to accommodate different budgets and delivery timelines. They provide various delivery speeds, including next-day, 2-day, and ground shipping. The pricing is competitive, and they offer transparent cost calculators to estimate shipping expenses. Additionally, UPS offers discounted rates for frequent shippers and businesses, making their services cost-effective.

Tracking and Delivery Updates: UPS provides excellent tracking and delivery updates. Their online tracking system allows users to monitor the progress of their shipments in real-time. They provide detailed information about the package's location, estimated delivery date, and any exceptions or delays. UPS also offers email and SMS notifications to keep customers informed about their package's status, ensuring a hassle-free shipping experience.

Customer Support and Communication: UPS offers reliable customer support and effective communication channels. Their customer service team is responsive and knowledgeable, assisting customers with any queries or concerns. They provide multiple contact options, including phone, email, and live chat. UPS also offers a comprehensive FAQ section and self-help resources on their website, ensuring customers can find answers to common questions easily.

Reliability and Timeliness of Deliveries: UPS is known for its reliability and timely deliveries. They have a strong track record of meeting delivery deadlines and ensuring packages arrive on time. With their extensive network and efficient logistics, UPS consistently delivers packages within the estimated timeframe. Customers can rely on UPS to handle their shipments with care and deliver them promptly.

International Shipping and Customs Handling: UPS excels in international shipping and customs handling. They have a global presence and offer seamless shipping solutions to over 220 countries and territories. UPS provides assistance with customs documentation, ensuring smooth clearance at international borders. They also offer specialized services for international shipments, such as customs brokerage and trade compliance solutions.

Packaging and Handling of Goods: UPS prioritizes the proper packaging and handling of goods. They provide guidelines and resources to help customers pack their shipments securely. UPS offers various packaging options, including their own branded packaging materials. Their trained staff ensures that packages are handled with care to prevent damage during transit, giving customers peace of mind.

Insurance and Claims Process: UPS offers insurance options to protect shipments against loss or damage. They provide coverage based on the declared value of the package. In the unfortunate event of a loss or damage, UPS has a straightforward claims process. Customers can file claims online and track the progress until resolution. UPS strives to provide fair compensation for any valid claims, ensuring customer satisfaction.

Sustainability and Environmental Initiatives: UPS is committed to sustainability and environmental initiatives. They actively work towards reducing their carbon footprint through various measures, such as optimizing delivery routes, using alternative fuels, and investing in eco-friendly technologies. UPS also offers carbon-neutral shipping options, allowing customers to offset the environmental impact of their shipments.

Overall Customer Satisfaction and Reviews: UPS has a strong reputation for customer satisfaction. They consistently receive positive reviews for their reliable services, timely deliveries, and excellent customer support. Customers appreciate the convenience and efficiency of UPS's shipping solutions. With their commitment to quality and continuous improvement, UPS remains a trusted choice for individuals and businesses alike.

How to file a complaint about UPS?

1. Log in or create an account: Ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with UPS. Make it specific and clear, such as "Delayed Delivery" or "Damaged Parcel."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with UPS. Mention key areas such as:

  • Service issues: Delays, lost packages, or delivery errors.
  • Customer service interactions: Responsiveness, attitude, and resolution efforts.
  • Product handling: Condition of the package upon arrival.
  • Billing and charges: Any discrepancies or unexpected fees.
Include specifics of any transactions, tracking numbers, dates, and locations. Describe the nature of the issue, steps you took to resolve it with UPS, and the company's response. Explain how the issue has personally affected you, such as missed deadlines or financial loss.

5. Attaching supporting documents: Attach any relevant documents such as receipts, photos of the package, correspondence with customer service, etc. Be cautious not to include sensitive personal information.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses incurred, and the 'Desired Outcome' field to clearly state what resolution you are seeking from UPS, whether it's a refund, an apology, or any other specific action.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is realistically stated.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Keep track of your complaint by regularly checking for any updates or responses from UPS on ComplaintsBoard.com. Be prepared to engage in further communication if necessary.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact UPS customer service

Phone numbers

+1 (800) 742-5877 +1 (800) 782-7892 More phone numbers

Website

www.ups.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with UPS?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with UPS Customer Service. Initial UPS complaints should be directed to their team directly. You can find contact details for UPS above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about UPS. Discuss the issues you have had with UPS and work with their customer service team to find a resolution.