UPS
reviews and complaints

I ordered a custom rug from CA. I got a telephone call on 1/18/11 to schedule the delivery of the rug. It was scheduled to be delivered via UPS Freight on 1/21/11 between 12-5 PM. HOWEVER, because the rug weighs 99 lbs, UPS demanded that someone help the driver carry the rug from the truck to the FRONT of our home. My husband took the day off on Friday, 1/21/11 for that specific reason. At 4:30 p.m., since I had not received a call from UPS (I specifically requested a call an hour before delivery), I called UPS. I was informed that there was a delay in the Los Angeles terminal and that the rug did not leave L.A. until 1/20/11 so there was no way the rug would be on the east coast (where I live) by 1/21/11. So I asked why no one called me and was informed that "UPS does not do that." "My job is only to schedule the delivery." So, the only other option left to us was to reschedule the delivery.

We rescheduled the delivery for Friday, Jan. 28, 2011 between 4:00 and 6:00 pm. Once again my husband took off from work to give in to UPS' demands. I called UPS Freight at 4:15 p.m. to ascertain that the rug was on its way. The woman said it was "scheduled" to be delivered on that day. I then asked her to please call the driver and make sure the rug was on the truck, keeping in mind our experience the prior week. She assured me that the rug was on the truck. WHAT A LIAR! At 5:45 p.m, on the same day, I called UPS Freight again and spoke with "Chris" who told me in no uncertain terms that the rug "HAS NOT LEFT" for delivery. I then asked him to connect me with his manager. After holding for 17 mins. a female voice came on the phone and I asked if she was the manager. She stated, "I am the Dispatch Manager" and proceeded to tell me the rug had not left their facility due to weather conditions. Now, keep in mind, UPS has had my rug for TWO WEEKS! It doesn't seem like they can deliver the rug to me. FedEx trucks have been driving all over the neighborhood, other UPS trucks have been as well, the mailman in his tiny vehicle has not missed a day in delivering our mail, we have been able to go to work but UPS FREIGHT just can't seem to deliver my rug!

Then, the Dispatch Manager asked me if I could come to pick up the rug. I asked her what sort of vehicle did she think the rug would fit in? She stated, "a pick-up truck." My rug is 19' long WITHOUT the packaging so I would like to know what pick-up truck has a 19' bed. Besides, why does one pay for shipping if UPS suggests that the customer come and pick up their packages themselves.

MOREOVER, when I told her that we had taken off two weeks in a row to accommodate UPS, she said all she could do was reschedule the appointment and that the first delay was in the Los Angeles terminal and I would have to take that up with them! I couldn't believe she said that - it is NOT MY responsibility to figure out what caused the delay at any UPS terminal. That is UPS' responsibility!

Then, I asked why no one called me to let me know the shipment NEVER LEFT the terminal (since it was there for several days) and she told me "We don't have that kind of people." When I asked what that meant, she said, they are short-staffed and that's not what they do.

Long and short, I don't know if I'll get my rug.

I'll post this on my FB page and let everyone know what a horrible experience this has been with UPS Freight. I can assure you, my husband's company will NOT use UPS from now on and I will discourage everyone I know from doing so.

The attitude of the folks in their customer service department needs a total readjustment. Most companies bend over backwards to rectify their errors - NOT UPS!

UPS is a shipping company that charges excessive rates on Brokerage and other customs related charges. I always request shippers from the U.S. NOT to ship with UPS as I would rather support a company whose rates are at least more competitive. An example: my recent shipper/supplier from US shipped with UPS - I paid a clearance fee AND a bond fee totalling $80.35, where the same product would have cleared at $46.96 with Fedex. Their latest scam with me was that they split the single shipment (3 pkgs) into 3 separate deliveries and charged SEPARATELY for the brokerage totalling $188.25. Thats over a $100 more than their own inflated cost should have been. My complaint resulted in an adjustment - with an ADDITIONAL charge of $15.00 for adjusting the invoice. Deplorable!

I went to UPS store location at 2900 steel avenue west, vaughan, ON L4K3S2, CANADA on 10/12/10 to parcel my two bags to USA. My experience was very strange. The guy who was labeling my bags with my name and information had put one big label to first bag and one small label to my second bag. I asked him why did he put small label to my second bag instead my big one. He replied "it doesn't matter, your bags will be dilivered to your address". I've paid almost $200 for my two bags. Its been almost 3 months now and I still did not receive my bags yet. Guess what had happened? Out my two bags- 1 bag was dilivered back to canada address from where I've parcel it to USA. The second bag is still missing. I've made phone calls for almost 50 times about my lost bag and I am still calling, whenever I call them they put me on hold for long long time and after that manager/supervisor comes on phone tells me that they have opened tracing department, and when I call them again they tell me that they have closed the tracing department and they can not do anything to help me. I never got satisfactory answer from UPS people about my lost bag. I am very disappointed with UPS itself and its staff. I'll never suggest anyone to go for UPS. UPS as a company is liar/cheater as they are lying with me from the day 1st when I have parcel my bags. Now they tell me they can not do anything about my lost bag I'll have to forget my my bag in which I'd expensive stuff. I've called them on [protected], [protected] and I am listing couple of UPS employees with their ID numbers who I spoke with -- 2941 samantha, 2673 Mary, 3169 Redica, 3660 July, 3262 Jenny, 3145 Karry, 3346 Michael. My planning is to get UPS on TV news and make this issue newspaper headline and I am seeking legal help with attorney. My email address is [protected]@yahoo.com, [protected]@yahoo.com and my tracing number is H0419193654.

I shipped a Beautiful Bicycle which was destroyed by UPS over Christmas. This Claim was denied by UPS. They say a bicycle box is not strong enough to hold bicycles. The used bicycle shipping box was perfect when it was shipped.

No box could withstand the forces UPS put on this box. It was likely dropped several times on the end, despite the up arrows.

This box safely carried a bicycle 13, 000 miles and delivered it in perfect condition. UPS destroyed it in 1200 miles.

Its ironic that Chinese dock workers, and non union persons delivered the first bike halfway around the world without a mark on the box. and those overpaid union pigs at UPS ruined it in a trip to Las Vegas. A simple web search will produce hundreds of damage claims denied for no good reason. They seem to just take the insurance money and deny everything. Check Consumer Affairs about UPS. The dont care how they treat your stuff and wont pay for the damages their indifference causes.

Remember this if you ship a bicycle, your at your own risk, as they will deny the claim.

DO NOT SHIP WITH UPS, unless you dont care about your items

We need a class action suit. They accepted the merchandise as packed and took the insurance money with the item in plain sight.

Attempted to have three videotapes delivered to Hartford-Springfield area from Stonington, CT day after storm dumped snow on region. 12-20 inches of snow, but by noon time, the roads were cleared and passable. FedEx is usual carrier we use, but could not find out when they would be picking up, but was told on 800 number that Norwich shipping center was open. Drove there to find it was not open at all. Went to UPS facility in Waterford and they were open, left 3 packages there with promise that their trucks were running to get tapes to destination by next day. Next day comes, no delivery. Turns out their trucks did not roll overnight to move pkgs to distribution centers for Hartford. I went back and took two of the pkgs, leaving a third for Chicopee, MA with assurances it would be delivered next day. I drove the two tapes to Hartford area and personally dropped them off and got refund from UPS. Friday, turns out the last package only made it to West Springfield facility, about 5 miles from final destination, but not on local truck. Adverse weather conditions listed as blame on tracking system. Snow had stopped 48 hours ago and it's been sunny! Can I contact shipping center and go pick it up and deliver it myself? They won't accept incoming calls. No way for national phone ops to contact them, so I have to check back later...any chance of delivery on Saturday. "No, sir, this package wasn't scheduled for Saturday delivery!" Well, duh, I thought 2 days was good enough to go 60 miles! I was okay to drive them myself, but I believed the BS from the customer reps locally and on line and now my program is not going to make it's air time. Think I'm turning to USPS because somehow, beyond imagination, they were out on Wednesday making their rounds despite the "adverse weather." And cheaper, too! I understand there was snow, but I was able to get around with no problem, the roads were open and passable by noon on Wednesday, but both FEDEX and UPS were not willing to go the extra mile. And I'm supposed to depend on them, especially when they don't tell me the true story. Leaves me angry.

I took to UPS Store a keyboard, weight about 5#, Dim about 30" x 10" x 6", for packing (w/50% off coupon packaging) and ground shipped to Lehighton, PA zip 18235. The bill, was $109.33. The more I thought the angrier I became. I've notified the recipient to keep packaging and I will be lodging a complaint w/UPS upper admin, as well as disputing it w/Visa I contacted UPS and got a happy little form letter that the UPS is an independent contractor and UPS can do nothing. I am outraged and will be spreading the word.

UPS driver gave a false statement by saying customer(receiver) refused the shipping, because we had an issue with the UPS DRIVER before.I didn't refused my shipping, and i didn't see the UPS DRIVER AT ALL. I tried to contact customer service, and complained about him, they took my compliant and said the manager will contact me and his name is MARK, but MARK didn't contact me. No wondering welcome to UPS, because that's what i deserve as a customer from UPS.

Can the people at UPS read English or spell?
My package was suppose to be delivered to an address in Minnesota
instead it go sent to Illinois
the package arrived at their Chicago area hub on a Thursday and now they are going to sit on it for five days and then send it to Minnesota Hub on Monday where it should have gone in the first place
I am wondering when the package gets to Minneapolis just how many more days its going to sit at the Minneapolis Hub before it gets put on another truck
and which one of the other fifty states its going to end up in?
I also talked to the UPS and they just passed the blame onto the sender
but the tracking info clearly says that the package is to be delivered to a location in Minnesota by a certain date.
not to Illinois !
I do not understand why when my package got sent to the wrong hub it did not get put on the next truck or plane that was going to Minneapolis Why are they going to let it just sit in Chicago for five days?

I am a diabetic. with such, i am relying on the insulin pump to function correctly and not fail, however, in such a case, medtronic supplies overnight delivery to keep us diabetics healthy. Yesterday, my insulin pump became non-functional and in such, medtronic sent me a new insulin pump. UPS told them it would be delivered by 10:30am this morning. it is now 1:11pm and i have not received any information whatsoever about my pump. I've been sitting next to the front door, waiting for them, watching out the window and they have not come. where are they? It's a critical MEDICAL item and they think we can go without it?! at least they could let me know they are going to be late or if they are going to even deliver it.

I bought something online and it shipped via UPS. I hadn't received the package so naturally I went online to track it and found it it was "delivered" the previous week. When I called to find out where the package was all they said was that it was left at the front door and confirmed by the driver. Now to understand why I feel this is unethical, I must state that I live in an apartment building that you cannot access without a key to get passed the front door. Therefor, they decided it was their right to leave the package in front of my building where anyone can have access to my package. The driver felt is was at her/his discretion to feel free to leave the package in front of an apartment building in a city. After I opened a claim it was closed immediately because I was not the shipper and all it told me was that it was delivered at the front door. They told me to have the shipper contact them to open an investigation, which I did. The shipper came back and told me they told him the same thing and nothing could be done because it was their right to leave the package (in front of an apartment complex).

After many calls and absolutely no success and plenty of rude and incompetent phone conversations the seller actually shipped me another package while he attempted to get a refund from UPS. Now I contacted them today and asked them if I can just pick it up at the UPS store it was currently at, therefor it would not have to get sorted and sent back out, but no you cannot do this they said. Ok, so I asked them if they could not just leave it in front of my apartment building again because, in my mind it would be like me "delivering" a package to your home address and leaving it on your street "near" your house. Obviously anyone would have access to that, but again I was told that UPS drivers are allowed to leave a package wherever they want, this is what they told me.

Basically, as long as I live I will never use UPS as long as I have control over the situation and if that means I have to pass up on a great deal so that I can not give money to UPS, so be it. I will not support such an unethical and incompetent company such as UPS. No wonder they are still in business, all they do is steal from the public people.

Ordered something online, paid extra for the package to be delivered to my doorstep in two days. The package was never delivered on the day it was supposed to be, I called the company (that day) and they said that UPS put it as delivered. I got a couple of phone calls from UPS after a few minutes, and the next day the driver came to my house to ask me about the situation and she said she pointed at my house to the helper and told him to walk the packages over to the house she pointed at, which she said was mine... but that couldn't be because I never heard the doorbell like how they always ring it whenever they deliver a package to my doorstep! This has never happened to me before, and I shop online A LOT. When I told the driver that there were no boxes on my doorstep, she dared to say, "Oh, well we've been so busy... gosh I wish I paid more attention to him!" and I couldn't help but to think "You have GOT to be f****** kidding me!" I feel like I spent twenty extra dollars to have my package (containing adult stuff inside and it has my name and address on it) lost. I'm not ashamed of what I order because I'm an adult anyway, but does a stranger who might have my package really need to know personal stuff like that about me? (NO!) Well, that's my complaint, sorry if I rambeled on about it, but it's $51 just gone.

UPS charged me $20 for not including the suite number in the address line for my packages. The physical address was labeled correct. Because I did not include the suite number on my packages they billed me extra. I did call UPS and they ofcourse were very sorry for my mistake. But, that is the charge $10 per incorrect address, but I had the correct address I insisted. Didn't matter. To me that is nothing more that stealing from your customer. I asked how about alerting me so the mistake can be corrected. NOPE. Again she apologized and there was nothing she could do for me. THIEVES

I'm afraid of UPS. When I protested that my four packages in a shipment didn't contain the whole order of precious material, the UPS deliveryman came to my door and showed me that I'd signed for two of the four packages. He said that UPS policy was that those two signatures sufficed for all four package of the shipment, I had only received two. I didn't know there were four until later. I complained again to the company He came back but this time my signature was beside all four of the package numbers. He said if I persisted in my complaints, he'd brand me a trouble maker and that would delay all future deliveries of any kind to me. Then he said that if that wasn't enough, he'd call the police on me. I was totally intimidated and the UPS president's response to my complaints was to have someone from the complaint department write me a letter and say they couldn't help me. It's a great company but I'd rather choke to death on broken glass than have anything more to do with that man who came to my door and bullied me.

I ordered a shipment from the states for 3 pair of shoes and unfortunately my shipper decided to use ups as the shipping company. Thats when this terrible ordeal began.

After one delivery attempt I find this in the comment sections of the tracking number.

"driver needs security access which must be obtained from resident/consignee in order to enter building / undeliverable international shipment. Ups is obtaining further instructions or approval for return shipment."

So I called them to arrange a alternate pick up, I was told that they would make a second attempt so I can just wait for that or make arrangement for pick up from a location. I thought ok lets wait for the second delivery attempt, told the agent on the phone my buzzer number for the second delivery attempt and waited for second delivery attempt.

Instead of a second delivery attempt, 3 days later I find this on the tracking number.

"driver needs security access which must be obtained from resident/consignee in order to enter building / returned to shipper

Alternate tracking number

Xxxxxxxxxxxxxxxxxxx"

I called them back saying whats going on, heres what a few different people told me

1. "you need to talk to ups canada, ups states have no control over what ups canada does"

2. "the shipper has authorized the return of the package so that overrules your request for redelivery, you have to contact your shipper"

Both of them sound insane but the second one made more sense so I decided to contact my shipper.

As per my shipper ups told him that "I refused to pay the brokerage fee". That is an absolute lie, I had the exact amount of brokerage fee sitting on my table ever since the package arrived in canada.

So my shipper talked to ups to try to reroute a package and even though all this had happened because of a blatant lie by ups he was not assured that it would be taken care of.

In the meantime I kept talking to ups, a day later I was told that there is no record of my conversation of me leaving them my buzzer code or anything. So I hang up and call back. This time the agent was able to pull out all the information, saying "it was entered in the wrong section (Or wrong department)" not sure what exactly was said.

Next say this appears on the tracking log.

"receiver stated they did not order and refused this delivery / package abandoned by the sender and the receiver"

So naturally I called them saying that I want that package its not abandoned. So this time the agent puts a note on the file for pick up and assures me that I can pick it up tomorrow morning from a pick up location.

"a delivery change request for this package will be processed / as requested, the receiver will pickup at a ups facility at their convenience. This must be within 5 business days"

That sounded like everything is in order again. But I still asked her 3 times, you sureeeeee I can pick it up tomorrow and I was told yes three times.

Next morning I drove 45 minutes to the location. This guys comes out looked at the infonotice and 10 minutes later announces.

"the package was approved to be returned to the shipper and was scanned out of this place last night"

Naturally I was mad this time, after being assured last evening that its waiting for me, ups had the nerve to send it back to the states even when the note was there.

Now this is what he said "I just started my shift and the guy who was doing the shift last night is the one who scanned it out". Once again the blame is being passed around.

So I drive back home and called ups. I gave her the infonotice number and asked here where the package is, shes like its waiting for you to pick up. I am like you suree, shes like, them I told her I was just there and they said its on the way back. She said that since the return has a new tracking number, their system does not interlink them, which is ridiculous and untrue because the customer service guy showed me both the tracking numbers and they were linked. Anyways so the girl on the phone listened to me and said "ups canada send it back, so I have to talk to them, ups states cannot control what they do".

I politely asked for a manager, she kept insisting that he wont be able to help. But after being promised call up by manager on three different previous occasions, I told her that I am going to quietly wait here.

The manager told me that same story, saying that shipper authorized a return and everything without accepting that it was all due to the misinformation they told him in the first place.

So them I called ups canada, was told that there was nothing they can do as they package is already on the way back and they shipper probably has to pay the shipping cost again.

This has been an absolute nightmare, cannot believe that ups treats their customers in such manner. I told that last representative that I know they are too big to care bout one customer but I will make sure that in future everything and anything I get shipped from anywhere in the world is not handled by ups, wont be buying from any seller unless they use some other service. And I will make sure to tell everyone about this incident.

UPS lost our package twice !
Then when it was eventually delivered after 2 months..
most items were missing. UPS disrespected our insurance coverage,
and only reimbursed one tenth of the items value.
UPS is disgraceful, and should change management,
or go out of business.

Here is my story,

I ordered a shipment from the states for 3 pair of shoes and unfortunately my shipper decided to use UPS as the shipping company. thats when this terrible ordeal began.
After one delivery attempt i find this in the comment sections of the tracking number.

"DRIVER NEEDS SECURITY ACCESS WHICH MUST BE OBTAINED FROM RESIDENT/CONSIGNEE IN ORDER TO ENTER BUILDING / UNDELIVERABLE INTERNATIONAL SHIPMENT. UPS IS OBTAINING FURTHER INSTRUCTIONS OR APPROVAL FOR RETURN SHIPMENT."

So i called them to arrange a alternate pick up, I was told that they would make a second attempt so I can just wait for that or make arrangement for pick up from a location. I thought ok lets wait for the second delivery attempt, told the agent on the phone my buzzer number for the second delivery attempt and waited for second delivery attempt.

Instead of a second delivery attempt, 3 days later i find this on the tracking number.

"DRIVER NEEDS SECURITY ACCESS WHICH MUST BE OBTAINED FROM RESIDENT/CONSIGNEE IN ORDER TO ENTER BUILDING / RETURNED TO SHIPPER
Alternate Tracking Number
XXXXXXXXXXXXXXXXXXX"

I called them back saying whats going on, heres what a few different people told me
1. "You need to talk to UPS Canada, UPS states have no control over what UPS canada does"
2. "the Shipper has authorized the return of the package so that overrules your request for redelivery, you have to contact your shipper"

Both of them sound insane but the second one made more sense so i decided to contact my shipper.

As per my shipper UPS told him that "I REFUSED TO PAY THE BROKERAGE FEE". THAT IS AN ABSOLUTE LIE, I had the exact amount of brokerage fee sitting on my table ever since the package arrived in Canada.

So my shipper talked to UPS to try to reroute a package and even though all this had happened because of a blatant lie by UPS he was not assured that it would be taken care of.

In the meantime i kept talking to UPS, a day later I was told that there is no record of my conversation of me leaving them my buzzer code or anything. so i hang up and call back. this time the agent was able to pull out all the information, saying "It was entered in the wrong section (or wrong department)" not sure what exactly was said.

Next say this appears on the tracking log.
"RECEIVER STATED THEY DID NOT ORDER AND REFUSED THIS DELIVERY / PACKAGE ABANDONED BY THE SENDER AND THE RECEIVER "

So naturally i called them saying that i want that package its not abandoned. So this time the agent puts a note on the file for pick up and assures me that i can pick it up tomorrow morning from a pick up location.

"A DELIVERY CHANGE REQUEST FOR THIS PACKAGE WILL BE PROCESSED / AS REQUESTED, THE RECEIVER WILL PICKUP AT A UPS FACILITY AT THEIR CONVENIENCE. THIS MUST BE WITHIN 5 BUSINESS DAYS "

That sounded like everything is in order again. But i still asked her 3 times, you sureeeeee i can pick it up tomorrow and i was told yes three times.

Next morning i drove 45 minutes to the location. This guys comes out looked at the infonotice and 10 minutes later announces.

"THE PACKAGE WAS APPROVED TO BE RETURNED TO THE SHIPPER AND WAS SCANNED OUT OF THIS PLACE LAST NIGHT"

Naturally i was mad this time, after being assured last evening that its waiting for me, UPS had the nerve to send it back to the states even when the note was there.

Now this is what he said "I just started my shift and the guy who was doing the shift last night is the one who scanned it out". Once again the blame is being passed around.

So i drive back home and called UPS. I gave her the infonotice number and asked here where the package is, shes like its waiting for you to pick up. I am like you suree, shes like, them i told her i was just there and they said its on the way back. She said that since the return has a new tracking number, their system does not interlink them, which is ridiculous and untrue because the customer service guy showed me both the tracking numbers and they were linked. anyways so the girl on the phone listened to me and said "UPS canada send it back, so i have to talk to them, UPS states cannot control what they do".

I politely asked for a manager, she kept insisting that he wont be able to help. But after being promised call up by manager on three different previous occasions, i told her that i am going to quietly wait here.

The manager told me that same story, saying that shipper authorized a return and everything without accepting that it was all due to the misinformation they told him in the first place.

So them i called UPS canada, was told that there was nothing they can do as they package is already on the way back and they shipper probably has to pay the shipping cost again.

This has been an absolute nightmare, cannot believe that UPS treats their customers in such manner. I told that last representative that I know they are too big to care bout one customer but i will make sure that in future everything and anything i get shipped from anywhere in the world is not handled by UPS, wont be buying from any seller unless they use some other service. And i will make sure to tell everyone about this incident.