UPS
reviews and complaints

A packkage containing time-sensitive documents was paid for and mailed to me from the UK by UPS express service. I expected to recieve it a day prior to when I needed it but on arrival of the delivery may (who rudely banged on my door), he demanded for a $102 payment before delivering the package. I thought it was fraud and I called the company and I was told that the package had not been paid for. The sender spent over 1 hour on an international call to get then to verify that it had indeed been paid for only for them to effect the change 2 days later (a day after I needed the documents) and then I was asked to go get the package myself or wait A WHOLE WEEKEND before getting it. This is the outrightly absurd. The first and last time I will ever use UPS.

An employee of UPS at the cerritos center is (tagging) marking all of my parts that I receive through UPS. The employee lives two doors down from Me. His father and I dont get along come to find out his is the one that loads the trucks for delivery. Im not sure what He uses but it ruins chrome and put the lettering in permanantly. Well the writting is his name and phone number along with the rest of his gang Dad included. is this not a FEDERAL offense? Im building a truck and He is ruining all the parts. When the parts are shipped through FedEx or USPS their fine I have no control who the parts are shipped through

A package was to be delivered. The driver left a note on the 12th marked both 1st and 2nd attempt to deliver. I left a note to leave my package in the office, which they failed to do on the 13th, although they indicated on the next form that they did. They noted on the form that this was the 2nd attempt. He/she then returned the package to the sender. When I called to inquire about this driver's or about the dirvers involved in this bungled action I was given the runaround and told there is nothing they could do and basically that I was SOL. UPS sucks and I will never use them again or allow anyone to send me any more deliveries utilizing their services.

I use UPS for shipping and have for many years. Everything has been pretty good with them til now. Sent a package via UPS to a customer end of last week, but they didn’t get it. On the web site it showed to get sent by 15th, now it is the 23rd and nothing still! I paid for signature confirmation, so they have no excuses here, I haven’t heard anything back from them at all, no reasons why. DONE WITH THIS. Everything is great until anything goes wrong, then they are a nightmare to deal with! Adios UPS!

Today, my package was scheduled for delivery as per online tracking information. I started checking this morning to see where the package was. It was out for delivery. At 2 pm pst I checked for a second time and it said my package had an exception, so I looked to see what that was and apparently the information shown claims either my apartment number is missing or incorrect (really you can be specific). So I called and questioned which one was it, the UPS rep answered that my apartment number was missing.I where my package was and what can be done. She said it was at the center and I could pick it up today, then I questioned so the driver already took it back, she said no. So then I said so its on the truck. I questioned if they could get in touch with the driver, she said no. I questioned if she could right the information (add my apt number) she said no because the sender place a restriction on it saying the address cannot be changed.

So, if the tracking information says they are trying to get the necessary information and I call to give it to them and they say no then who are they trying to retrieve my information from.

As it stands now, I am at the mercy of UPS being capable to contact the sender (a private ebay seller) and get my apartment number which UPS has and meanwhile my package is on the truck and at the center, but I can pick it up Monday despite the fact I paid for delivery and I have no car and can't/won't walk 10 miles.

I have never heard of such a policy which really does not apply because the address is not being changed. I had two packages in the last two weeks via the USPS come from Florida and both made it here in two days!

Easier to cut and paste the text of my complaint as sent TO UPS. Initial complaint first, my response to their response second. They never responded again.

Used u last Dec. 19, guaranteed it would arrive on 23rd, showed up around Jan. 5, weasled your way out of a GSR with one of your usual million lame excuses (I was a CSR with you, know them all), u passed the buck to UPS store I dropped shipment off at, who, after at least 5 attempts at calling, was told 'only owner can deal with this and she's not in, we'll have her call you', never received ANY call. It'll be a cold day in hell when I use your 'service' again.

Your only explanation was that 'the scheduled connection was missed.' And it was missed at your main hub in Louisville, not in some backwater in Ethiopia or some other 3rd world dump by some disinclined 3rd party service agent whose pack mule died en route to the delivery point. THAT I might have been a little more inclined to appreciate. Regardless, NOT a valid reason, IMO, to deny me a refund. "The scheduled connection was missed." Talk about stating the obvious. Duh. Not even an explanation, simply an obvious statement, in point of fact. Your company guaranteed 3-day delivery, specifically December 23rd, 2010, echoed by the UPS store (Elmwood Drive in Moncton, NB, FYI) to which I took the package, which is why I chose you. And of course, it was Christmas presents, a compact disc and a paperback book in one of your rush envelopes of some sort. It was, in fact, the only Christmas present that delivery post-Christmas was useless, as the cd was a song I wrote and recorded specifically for the recipient AS a Christmas present to be played upon receipt, as the receiver left the destination city of Plasencia, Spain on the 24th not to return until early January, in effect spoiling MY Christmas AND hers.
Additionally, to add insult to injury, when I called and applied for a GSR, the CSR ASSURED me it would be processed, and I come to find out it was voided only hours after I submitted it. Your defense (and I don't care whether it was Christmas or not, 'The scheduled connection was missed' does not suggest that Christmas volume had anything to do with 1. Your failure to execute the single most obvious connection point, Louisville itself, 2. Deliver the package on time OR 3. Honor your guarantee) is an excuse, not an explanation. You are, I believe, the largest courier company in the world. Therefore, your logistics should take into account 'Christmas volume' and plan accordingly. I paid you 78+ dollars for ON-TIME delivery on December 23rd. YOU did not satisfy your end of the agreement and yet you clearly state in your advertising that you back up your reputation with guaranteed refunds in the event of late delivery. But I paid 78 plus dollars to send something time-sensitive that I might as well have sent by whatever 'slow boat to china' option Canada Post offers for much less.
What exactly WOULD qualify for a GSR, I wonder? Do they even actually exist? I don't even recall the outcome of any I might have processed in my 20 months as a CSR. Or perhaps they're reserved for large volume customers you can't afford to lose or risk suffering negative repercussions in the form of bad publicity?

As I stated earlier, I worked as a UPS CSR in all departments, pickups, billing, brokerage and tracking and tracing, consistently given excellent performance reviews by both management and customers, for approximately 20 months, and one of the 'tricks' that I recall was specifically being instructed that if a customer requested escalation to a supervisor, to just transfer to another CSR of equal status who would then claim to be higher up on the chain before escalating it even to help desk (which wasn't much more effective than CSR level, I might add, as I also served there on a few occasions and really had not much more latitude than as a CSR.) I always thought it was a scummy trick, and perhaps I should have realized that a company that would hoodwink their customers in such a fashion was to be avoided. Lesson learned - the hard way.

After ordering a package online 10 days ago, I began wondering when said package would actually arrive. Upon checking the tracking number, I found out that UPS could not decide whether the address I had provided was correct or not (it was, I have had packages sent to the same address numerous times), so it had been sitting in a town 40 minutes away for 3 days. Do you not use GPS, UPS? Because typing my address into any GPS device I have ever used (including my own) causes my home address to appear with step-by-step directions. Also, I believe that my phone number is available to the driver just in case he cannot find my home. Why did I not receive a phone call? So, I decided to call the company and the lady that answered (she was nice, I'll give her that), gave me the 3 wrong addresses that the driver has supposedly visited...one being 2 miles from my house! WHY NO PHONE CALL, UPS?! I then asked whether I could just go to the town where my package is being held hostage and rescue it from idiots who can't find my humble abode, but apparently that is "against policy." She promised me that a representative from UPS would contact me tonight to make sure my package would be delivered to me tomorrow. So far, no phone call. UPS, I am disappointed.

Left a note on my door with tracking number asking UPS delivery guy to leave package at my door. I signed it. He left note at bottom of my note "sorry, I can't lift it by myself, Steve." He somehow "managed" to deliver it to my apartment complex office. I am on 2nd floor. 80 lbs is heavy for a petite woman like me, but it shouldn't be for a delivery driver. When I talked w/UPS and asked what would have happened if I had been home, Deborah Mangham (commerce city office) said I could have helped him carry it in! Interesting liability issue there, Deb. At first they said they would get it from the office and deliver to my door, but never did. When I called, Deb said they didn't want someone to steal it, and that my apartment building was classified "Level Four" so they couldn't leave stuff at doors. My apartment complex manager said she didn't know of any thefts at all. I have had several things left at my door by UPS and FedEx - all documented. Totally absurd!

So, I'm just returning the package and asking for full refund from Amazon. UPS customer service sucks - talked to 8 people in all. Totally useless and the local rep was downright rude. There seems to be no unified policies that govern customer service and they don’t seem particularly fond of their Amazon.com relationship. I’m going to work to get them out of my office building as a result of this mess!

This is the worst customer service center I have ever seen. They have delivered a few packages to my home and in a few cases I was not there to receive them. And in those few cases the courier never left a sticker on my door to let me know that my package even arrived. Not to mention that they are suppose to try a second time to deliver the package which never happened. Thank GOD for tracking information or I would know nothing. The UPS CUSTOMER SERVICE CENTER in WIXOM, MI is a poor excuse for courier service or at lease the driver that delivers to this area. With all the unemployed people looking for a job and dying to fill his spot, this ups driver should really do his job better before he lose it.

I wish to raise a complaint on behalf of the consignee, US Ringbinder LP, 6800 Arsenal Street, St Louis, MO 63139, USA, who sent a package to this company through UPS on the 22 Jun 11. The Tracking No. was 1Z6663500476847649. The consignment apparently arrived in Bangalore on 25/26 Jun but had not been delivered till 4:45 pm on 04 Jul 2011.

On 27 Jun 11, I had got a call from somebody in the UPS to inform me that the package in question had arrived but since the consignee address given for delivery was located outside city limits, they would be sending the package through their affiliated courier services. I had then requested the caller to change the delivery address to our city office at Koramangala, to obviate the delay in delivering the package. The UPS representative noted our city office address and confirmed that the delivery would be made on the same day in the evening. No delivery was, however, made for the next 7days!

When I called up the operations personnel at the UPS office in Bangalore on 04 Jul 11 at 4:15 pm to ascertain the whereabouts of the long overdue package, I was told that the package had been given to an affiliated courier service to deliver. When I told him that I had made a request on 27 Jun 11 to deliver the package at our Koramangala office address, he said that their system did not reflect any such change in delivery address. He then told me that I should speak to a Prashant who was supposed to deliver the package. When I spoke to Prashant at around 4:25 pm he said that the consignee address being outside city limits he needed the directions to come there. When I told him that I had requested for the delivery to be made at our Koramangala office he said that he would check and that I should call him back after 10 minutes. He did not seek the office address though! At around 4:35 I got a call from somebody else from UPS saying that he was in the general area of our office and he wanted directions to the office. At 4:45 pm, I got a call from our office that the package had just been delivered.
Clearly, the UPS sat on the delivery for more than a week. It took 3 days for the package to arrive at the Bangalore hub from the US and 7 to 8 days for effecting delivery within Bangalore.
I do hope this feedback will help in plugging loopholes that a reputed international courier service like UPS can ill afford to overlook. The UPS does not even have a provision for lodging a complaint on its website !

Vikram Raghavan
For Pinnacle Ring Binder India Pvt Ltd

Due to my work hours and work location being over an hour from my home, I requested UPS not deliver a package before 5pm. The option was given to me at the time of my online purchase. I checked the block and added the note to the delivery instructions and awaited delivery. After serveral days of waiting and then coming home to find a failed delivery attempt notice stuck to my door (attempted delivery twice before 5 pm) I decided to call and complain. When Itried looking up a number in the phone book there was no place to call other than the mom and pop stores that provided UPS services. Well I called one and the worker gave me a 1-800 number to call. I called and no options to sepak to ahuman were offered so I kept pushing numbers until an option to speak with an agent was given. I spoke to an agent and he apologized and stated that no driver is obligated to deliver anything after a certain hour regardless of the options I was presented at the time of purchase. He refused to accept my complaint because UPS does not have a complaint department. He did state that he would pass along my concerns to the local freight manager. She called and after I explained the problem shee too stated that I cannot lodge a formal complaint because delivery times are random and that I cannot pick the best time regardless of their option online to assign a best delivery time. I halted further attempts and placed the package on hold for me to pick up. I will never use UPS again - they are deceptive and arrogant and leave the consumer feeing betrayed, lied to, and worthless.

We have been dealing with dhl, fedex and ups and by far ups is the worst - they have no sense of responsibility whatsoever - our shipment was picked in the uk on friday -16th jun and still has not reached muscat/oman - we should have recd it on the 19th and today is the 21st.. It seems one of the associated packages is not recd... Who suffers due to the incompetence of ups.. Every shipment is recd on the 5th day though we should have it on the 3rd day — all goes to prove how inefficiet they are and how easily the customer is cheated - I am referreing to awb 1z9w42630442929603 at the moment

I found out today that UPS is now charging a DROP OFF fee if you drop off a prepaid package. Dish Network had sent me a new received and a PREPAID label to return the broken receiver. When I dropped it off at Phoenix Drugs in Leesville, LA, I was charged a $1 drop off fee. They told me that other stores were charging more, and I called Dish about the additional charge. Dish had never heard of this, so I did some research online. There are several comments about UPS charging a drop off fee for a prepaid package. This is absolutely ridiculous. If this is accepted, the charges will only go up. Soon, you will be paying $20 to drop off a prepaid package.

I had a package that was scheduled for ground delivery on or before May 14, 2011. It shipped on May 6th and was accidentally mis-routed back to the shipping location on May 14th. The best that UPS says they can do is to ship it to me by May 20th. They say there's nothing they can do to correct their mistake - except to send me a letter of apology (after my request). If this is "customer service" - it's not what I expect. Any company that is not accountable for their mistakes, is headed for trouble. Meanwhile, the customers suffer and the company (and their employees) have no incentive for doing the job right. In the future, I will look for every way possible to avoid the use of UPS for shipping.

I'm pissed with UPS service, I don't understand what was the point to pay more, if they have such a horrible service! I will never use their service again. I schedule late deliver after 3 p.m. on purpose went home early and guess what, the driver came in at 1:00 p.m. because he was at that area. I paid twice more for your company to do your job and if offer late deliver please do so. Second I called customer service she apologized and offer to pick up box at palatine which is 35 miles away, since i needed box as soon as it possible (my lenses i can't drive without them) i wen there, they told me i have to wait additional hour to receive my package. At 8:15 worker telling me that she doesn't know where's my package and they will re deliver, i asked what time and again "We can't guarantee deliver after 3

" I wasted my gas, my 3 hours of time and 1 hour 30 min on a way home for nothing! I was so mad but there is nothing you can do with those people!I had long day at work, i had to drive without leans, I had to spend another 40$ on gas to make this trip. will never use your service! I will re-sign my business and tell as many people as I can about your horrible service.

I know of a female employee of UPS that has been there over 20 years. She has worked hard on her career and her education. Masters degree etc... She has also endured what seems to be standard UPS treatment. She has been sexually harrassed for years...###, crocth, etc etc grabbed. Once was held down by her manager trying to kiss and sexually assault her. Why did she not report all this? Its a shame she didn't but I guess she just did not want to rock the boat and hurt her career or that of anyone else. Stupid. Just stupid.
The stories are limitless in this women's sentence with UPS so I will fast forward to present. She currently is forced to travel aprrox 3hr daily commute to UPS in another town instead of one 25 minutes away. She has requested for years to be transferred to a facility closer to her home. Even though there are openings her requests have been denied. One response by upper management was laughter when she informed them she was pregnant with her first child and requested a shorter commute. Upper management laughed hysterically when they decided to then put her in a position that would put her at great risk as a 40 year old pregnant woman.
She is currently waking up at 4:30am then dropping baby off at daycare then baby is picked up at daycare 11.5 hours later to be baby sat until this 20 year plus UPS employee gets home no ealier than 9 pm. Mostly much later. She is failing in health and UPS is well aware and is trying to kill her.
Her fiance/father of baby works a few hours away and is also awaiting a transfer to her town.
If anyone at UPS reads this please try to take just a little more sensitive care of your employees. They are human beings and some have been loyal and dedicated their lives to the company.
It is vital to work with employees and not try to destroy them or harm them because if someone gets hurt there may be someone that will dedicate their life to hunting down all involved and their families.

UPS's package tracking website indicates delivery of a package at 12:24, 6.7.2011 to my address, leaving the package at my front door. I was working in my garage from 11:00 till 2:00 in the afternoon and no UPS truck was in my long driveway and no package was left at my door. I went to the UPS Customer Center in Tualatin expecting some help, the lady at the desk would not call the driver to see what he did with the package. She gave me a number to call 800-PICKUPS saying they would help me initiate an investigation to see what happened. I called the number and finally got a human being to talk to, she refused to initiate an investigation saying the shipper had to do that. Neither person was any help at all, both suggesting that I walk around my property to see if I could find where the package was hidden. Customer ser3vice with this company is a joke and non-existent.

The European policy, called UPS Terms and Conditions of Carriage, REV. 01/11, states that "UPS may deliver a shipment to ... neighbours of the receiver".

I have three questions about this.

Is this a recent revision or a long time policy? I've had several packages shipped to me with UPS before and they never been left with a neighbor if I wasn't home. The process has always been three delivery attempts, then the package is left at the distribution center for me to pick up. So is this a new policy? Or how do they decide between three attempts, or delivery to a neighbor? Can it be that they attempted to delivery my package to my neighbors on previous deliveries to me too, but that my neighbors also happened to be away on previous deliveries the same times I was away? So this was the first time one of my neighbors was home, and I wasn't home, when they attempted delivery?

Secondly, UPS only gave me the first name and the first letter of the last name of the person that received the package. Does UPS have any obligations beyond this to help me receive my package? For example give me the full name of the receiver, tell me the apartment number and adress of the receiver, or contact the receiver and ask them to give me the package if they don't give me the package, or refund me if the receiver has opened the package or stolen parts of the delivery?

Lastly, are there any delivery options that rule out neighbor delivery? The only option I've identified is Adult Signature Required combined with sender instructions to not leave your shipment with a neighbor[source]. Are there any other options?

I'm sad to say that I lost my UPS Standard® package to a neighbor, including possible sensitive information on the receipt such as credit card number or passwords. I filed a lost package claim with UPS, with the sender and with the payment service. In all cases the response is that they can't do anything since the UPS Terms and Conditions allow delivery to a neighbor. To me this means that I from now on have to get written confirmation from the sender beforehand that they will instruct UPS to not leave my package with a neighbor. Before I place the order in the online order form. Which means additional work.

Thank you for keeping your replies exceedingly parsimonious and to the point and without any fluff. Please cite sources for all stated facts, i.e. rules, regulations, code, policy or terms or conditions or other sources. Please keep the discussion to the European UPS policy only since their US terms and conditions is a different document.

PLEASE NO "UPS SUCKS" REPLIES THAT DOESN'T REALLY ADD ANYTHING! PLEASE PRETEND WE ARE IN A FORMAL SETTING!

I ordered a package and paid for UPS shipping and I mistakenly assumed UPS could deliver a package to the address listed on the package - MY address. With what Im sure amounts to millions of dollars spent on tracking packages, tracking delivery trucks, and tracking the drivers that deliver them, including global positioning satellites, scanners, etc. the one thing UPS neglected to do was spend money on training drivers to read the house numbers. My package, which contained irreplaceable and valuable family heirlooms was delivered to my next door neighbor's house. That might not sound as scary as it is, but in this day and age, many people do not even know their neighbor's names unless their mail is mistakenly delivered to their house, and I am one of them. Fortunately, she is a 92 year old woman who was born during the Age of Honesty when you did not keep things that did not belong to you, so she ambled over and delivered it herself. Ironically, and perhaps more to the point, the numbers to my house are painted in BIG WHITE numbers that can be seen from the street; whereas, my neighbor's house number is in black cursive and can barely be read from her porch, let alone the street. WORD TO THE WISE: when given a choice, pay extra for the confidence that you will receive the merchandise you paid for! PS: Please do not post replies that recommend insurance: I do not want to be financially compensated for a lost package with precious contents – I WANT what I ordered delivered, and if it is not too much to ask, delivered accurately.