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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.
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UPS reviews & complaints 2063

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8:48 pm EST
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UPS driver gave a false statement

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.

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9:33 pm EST
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UPS Package delivery, poor customer service

UPS World Headquarters
Attn: Jennifer Spencer
55 Glenlake Parkway NE
Atlanta, GA 30328

[protected]

UPS training policies and their management's complete disregard for CUSTOMER SERVICE combined with employees who don't give a damn appears to be the problem with UPS.

A new UPS Driver in Champaign, Illinois has ruined my YEARS of previous excellent satisfaction with UPS services. The regular delivery person for my neighborhood is outstanding. But, the new driver, this week demonstrated a side of UPS that left me unsettled. The new driver rang the doorbell, and I immediately answered, I could see the UPS truck, but the driver had gone next door. I didn't see a package at my door and assumed that he rang my bell by mistake. As the driver is returning to his truck, he says that he threw the package in the bushes. I asked why he would do that, the driver asked if I'd rather have the package stolen. Tough call- package left at the door or thrown into the snow (in a cardboard box)? It's a no brainer. The driver confidently defends his training of placing items in the bushes and snow because the snow was not melting.
Watch the UPS driver defend his actions on YouTube: " http://www.youtube.com/watch?v=W1qUd9na_PQ "

A manager or supervisor (Sarah) from the Urbana, Illinois office somewhat defended this position stating that he should have placed the package in a plastic bag before putting into the snow and bushes.; search for "###ic UPS Driver Leaves Package In Snow." I am highly disappointed that UPS allows this. Electronic items are NOT cheap and it's simply not right to place cardboard boxes containing electronics in the snow. Big Brown let me down, today.

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Canela Perkins
, US
Dec 21, 2021 10:26 am EST

I have been dealing with Roger Brown and his coworkers for now 5yrs and I am happy to just see it is not just the zone to where one lives that determines if, one will get the PRIVILEGE to have their PAID mail actually be delivered correctly. I have a Apt in Brooklyn NY & my fiance just bought us a house in Suffolk long Island. So one would say I went from the ghetto/ hood to the suburbs! Well unfortunately the same hood Mofo work in Suffolk too. I have over 10 complaints regarding merchandise just being left out in the opened that cost over $300 and yet nothing changes. But I am taking a step ahead. I am now going to contact the Attorney General and Consumer Affairs being these are private companies that do not have the same polices and or law that the USPS has and lastly iwill also be sending a email to the Chairman of this company. My last resort will be to write them a letter informing them I do not want them on my property nor delivering my mail, even if I have to take them to Court . I want my merchandise UPS but I do not and will not take crap like service to get it. If your workers will not do their jobs correctly, I do not have to do business with you. 2 way street, only thing is you will lose out in the long run. Your company keeps hiring young ppl who don't want to work but just the money, you will continue to have U SATISFIED CUSTOMERS. But we know you don't care because it's business and you all clock out at the end of the day so it will have to be someone else problem.

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Yojimbo
, US
Mar 01, 2017 7:09 pm EST
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I am pleased to report that Roger Brown did what he said he would do and my package has been delivered to me!

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Yojimbo
, US
Mar 01, 2017 1:25 pm EST
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I just spent a week trying to convince UPS that my address DID exist after a driver decided it was "wrong." Both Amazon and myself personally gave UPS the correct address at least four times, and each time UPS said "OK, we've got it, " but they did NOTHING - they never put the package on the truck to be delivered - three times. Then they put it on a truck to be delivered and told me it had been delivered, but it hadn't, so I contacted UPS and told them it had not been delivered, and in their reply to that email they gave me the address they delivered the package to, probably thinking they were going to show me up - but the address they delivered to was not my address.

I copied UPS CEO David Abney and UPS President of US Operations Myron Gray in on my emails to UPS customer service, and after UPS told me that _I_ could not request an "investigation" (because I was not the shipper of the package) and that UPS would now only deal with Amazon, I got a call from Roger Brown in UPS HQ who understood the stupid circus that I had been subjected too and promised to fix it by sending a driver to the "wrong address" to retrieve the package and then deliver it to me. Roger Brown is at [protected]. We will see what happens...

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9:08 pm EST
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UPS misrouted package

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?

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Ron Eddy
, US
Dec 06, 2017 12:00 pm EST

I agree. I had a package being sent to the east coast of Canada from Illinois. It got sent to Vernon, CA! So I was expecting it November 28th (after dealing with the manufacturer / fulfillment team for 2 months), and now the delivery date is December 13th. It sat in Vernon, CA for several days before moving again. Did they own up and say our mistake, let’s throw it on a plane. Nope, trucking it across the county for it to possibly get misrouted through China or something. I feel your pain!

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7:04 pm EST
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UPS horrible service

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.

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Aggravated shopper
albert city, US
Dec 16, 2010 10:53 pm EST

Stealth, you are right to one extent that yes I did receive the package, however on the UPS website it says delivered at 9:45am as of this reply it is 4:52pm and there is not an update on their tracking website except to say delivered, so as of yet there is no update that it was delivered to post office. If the seller had not sent me an email saying when to expect it I would not have been waiting, so was the seller wrong? perhaps. But I would not have even wondered about or called if the tracking did not say delivered. And when i called if i would have been told it was delivered to post office it would have been an easy fix, BUT the person i talked to said it was just delivered. And if the selling business would have told me when I called questioning them if they knew anything would have told me to check the post office it would have been no biggie. And when I called them to let them know that there business, king size direct. com, did not need to investigate because i did receive the package at the post office, the representative STILL said they are going to investigate because shipping was paid for UPS not USPS. This is what the representative told me, personally I could care less long as I get what was paid for.
The whole point of my initial response to the original poster was to let them know that yes, i have had a problem with UPS but according to the postmaster they have an agreement with UPS at the post office something called "the extra mile" she said the same agreement is with Fed Ex and something called Speedie so i was trying to let the person with the complaint know that perhaps this persons package was indeed delivered and maybe to check the post office. If i would have replied "check the post office" then someone would have said "it was sent UPS not post office" most likely and this person still might not have any idea what was going on.

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hewhowillnotbenamed
Greenville, US
Dec 16, 2010 9:44 pm EST

Do you realize how many packages drivers have to delivery on a daily basis? Especially with Christmas being next week they are overloaded, and overworked! With the extreme weather conditions, and the delays on the packages the drivers try as hard as they can to get their packages out. Do you realize the drivers leave as early as 5am? And they don't get back to their office until 7-8 pm? Now it's understandable that you need your medication, but you have to take into consideration, the drivers have NO IDEA whats in your package, and if they stopped to call all 5o0 people that are expecting packages it would make him even more delayed. If your medication is so important, maybe your shipping company should consider calling in scripts to your local pharmacies...

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Aggravated shopper
albert city, US
Dec 16, 2010 9:13 pm EST

I too have had an experience with UPS in Iowa today. It is not a medical necessity, but i feel that UPS is not doing a very good job letting people know what is going on. In my case I was expecting a package, had a tracking number and checked the UPS website and it showed the tracking of it. It finally showed that it was delivered, yet know one came to my door and there was no package outside. I called UPS and they could not help because all the information they had was that it was delivered. I then contacted the seller I bought from and they said they would investigate and then contact me. After this i had to go to post office and drop of some cards and in my P.O. Box there was a yellow card saying I had a package. It was my UPS package. When I asked the postmaster why it was delivered to post office she told me it was something that is set up with UPS called the "extra mile" and certain packages are dropped of at post office for delivery.
It would have been nice if someone had known that or if the tracking said it was delivered at post office, so when the initial poster put that they are expecting a package to be delivered today it is possible that the UPS website made them believe it.

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6:01 pm EST
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UPS unethical and incompetent

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.

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Update by UPS IS UNETHICAL
Dec 16, 2010 8:45 pm EST

No, I did not receive any information or correspondence from UPS. Yes there is a key to access the first door where the mailboxes are, but I am not at liberty to allow a key to be given to UPS. USPS has access to the key, but I don't know about other companies as there are too many different drivers. I was actually hoping they would take the package back and make me pick it up, I'd rather that then have it stolen or misplaced.

About the USPS story, thats funny, that guy/girl is an idiot if they think USPS should plow/shovel anything. Its called get off your butt and do it yourself, slacker.

Update by UPS IS UNETHICAL
Dec 16, 2010 8:03 pm EST

I never signed anything, FYI, so I NEVER signed anything. I paid through paypal and had no idea who the shipping service was until I "received" the package.

Update by UPS IS UNETHICAL
Dec 16, 2010 7:53 pm EST

I'm pretty sure leaving a package in front of an apartment building when the company holds thousands of packages a day constitutes incompetency amongst the driver. Why would anyone think leaving it on the street, basically my front door, would be a "safe" place or even a remotely responsible place to leave something. Business ethics are very questionable at best.

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pobarjenkins
Minneapolis, US
Dec 17, 2010 5:16 am EST
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Do you possibly have a close friend or relative that will let you deliver items to their residence? That has helped me many times.

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pobarjenkins
Minneapolis, US
Dec 16, 2010 8:44 pm EST
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In my experience, if you do not offer alternate means of delivering a package to your liking, sometimes companies will do what they deem as best at the time. Make sure next you specify that you live in an apartment and you need special accomodations.

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9:47 pm EST
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UPS undelivered package

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.

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4:55 pm EST

UPS charge $20 for no suite number in address

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

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7:03 pm EST

UPS didn't deliver what they said

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.

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4:12 pm EST

UPS bad customer service

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.

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lramirezo
, US
Feb 11, 2013 11:54 am EST

I have had a package re-routed by UPS from a perfectly good physical address to a Business address. UPS decided out of the blue to just change the address en route from our physical address to business address where no one in my family works. UPS has all of their heads up their ###. Another package with my perfectly good physical address was routed from UPS to UPS post which means it will go to the local post office where I do not have a PO Box #. My PO Box # is in another city close to where I live. What was wrong with delivery to my physical address UPS? UPS drivers know that our city has Post Offices and if there is no PO Box # on the package why would they route to the post office when there is a perfectly legitimate physical address that they have delivered to in the past? I think that UPS likes to screw with the mail delivery. UPS definitely SUCKS! Another example of Big Corporate Idiots that don't give a crap about what they are doing and how they are stupidly screwing with the mail delivery. Go Away UPS! If you cant get it right then get out of the business and let the other mail carriers that know what they are doing, do your jobs for your incapable ###!

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3:32 pm EST
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UPS missing items from delivery and lost packages

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.

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Update by UPS SUCKS
Nov 26, 2010 3:43 pm EST

UPS is worst shipping company in the world and should be closed down !

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khloee13
Fort Wayne, US
Nov 26, 2010 6:59 pm EST
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Sue. Now. Also file criminal charges

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3:10 pm EST
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UPS misinformation and lies

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.

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UPS - poor service

In August, we shipped a fine musical instrument (viola) from our business to a couple in Union, Kentucky, via UPS. We insured the instrument for $700. and the shipping charges to 2nd day air the package were $112.03. The viola arrived 6 days later & was damaged to the extent of $647.93. I have called and written UPS too many times to even count. I have...

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UPS ups shippers beware

“UPS Shippers Beware”

How many times have you shipped with UPS and billed to a third party’s UPS account number?
Well did you know that if the third party doesn’t pay their bill UPS will charge it to your account?
UPS is opening accounts with no exposure to them because they have a back-up plan for collections, you, the unsuspecting shipper. And that is exactly what happened to Lucky Bucky clothing. We had a customer, Theresa Sanford of Kenterri Stables in Canada who instructed us to bill shipping to her UPS account. When she apparently didn’t pay 5 of her UPS bills, months later we started getting her charges on our account.

Kenterri’s total reversed charges are around $1000 including late fees. We pled our case with UPS Corporate asking that these questionable charges be credited and as a good faith effort Lucky Bucky would utilize UPS as its primary shipper. Dale Thompson, UPS SSR Supervisor of the UPS Mid South District offered to credit half of the Kenterri Stables charges if we would pay the other half of Kenterri Stables charges. Guess UPS only felt 50% responsible?

We declined the offer and said we would take our dispute to UPS CEO, Scott Davis only to have Dale Thompson withdraw his offer. Our request for fairness with the CEO ended up back in Dale Thompson’s office with no additional consideration except with the demand to pay Kenterri Stables' UPS bills by the 23rd of November, 2010 or the Lucky Bucky account will be turned over for collections. Mr. Thompson referred us to the page 158 of the UPS Service Guide which states the responsibility of payment by the shipper if the consignee defaults. This warning is not on the “create a shipment” page when selecting “bill the receiver.”

Lucky Bucky Clothing’s Story

• UPS extended credit to Theresa Sanford, Lucky Bucky did not.
• UPS allowed Lucky Bucky to continue to bill to Theresa Sanford’s account when she was apparently not paying her UPS bills.
• UPS failed to warn Lucky Bucky on their online “Create a Shipment” website page that shippers are liable for 3rd party charges.
• UPS was not very forthright in making a 50% credit offer to Lucky Bucky then withdrawing it when LBC wanted to go up the UPS Corporate Chain of Command for further consideration and the complaint ended up back in Mr. Thompsons’ office again anyway. Lucky Bucky made a good faith effort to use UPS as its primary shipping vendor.

Lucky Bucky Clothing operates under the philosophy of “Treat People as You Would Be Treated.” Every one of our customers is important and we always want them to feel they are respected and treated fairly. The UPS attitude to Lucky Bucky is pay Theresa Sanford’s UPS bills by the 23rd of November, 2010 or be turned over for collections.

Lucky Bucky hopes as a result of this dispute UPS will make their third party billing policy more transparent for Businesses using the UPS shipping website. If we had been informed or warned at the time of creating a shipment online and choosing “bill the receiver, ” we would not have billed to Theresa Sanford’s UPS account. Lucky Bucky didn’t extend her credit to begin with, UPS did.

How many businesses in America can simply bill you if another company defaults on their account?
Good business is when both parties understand the policies and agree to do business in a fair and ethical manner. It is such a shame to see UPS, a business that started off small, grew to be the largest shipping company in America, and then seemingly quit caring about small business.

Let us know how you feel about this unfair business practice and how many of you knew it even existed. Please pass this story on to help others.

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UPS packages returned to sender

Since June, 2010 I have had 4 shipments of medical supplies returned to the sender after 3 delivery attempts. I live in a highrise with a 24 hour front desk, so that just is not possible. Finally, last month I found out that the problem is at the Kentucky distribution center. They print out labels that are then scanned and used to route the packages. Thier computer takes my address from the package and prints out a label for an address that is across town. So the package goes on the wrong truck, to the wrong address, where nobody is ever home to accept the package and then gets returned to the sender. It took me I just don't know how many calls to the sender and then to UPS before they figured out what the problem was. UPS assures me that the sender is addressing the package properly. At least twice now they have promised me that they corrected the problem, and yet it happened again last week. I see a number of similar complaints on this sight, and I am wondering if this is a really widespread problem, and not just a rare occurance.

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ECOR
Brooklyn, US
Nov 19, 2012 1:04 am EST

I AGREE 100% RECENTLY ORDERED 3 DIFFERENT PACKAGES THREE DIFFERENT DATES AND EACH PACKAGE FROM UPS SAYS CUSTOMER REFUSED PACKAGE AND RETURNED TO SENDER. THERE IS ALWAYS SOMEONE HOME. I THINK THE DRIVER DID NOT FEEL LIKE DELIVERING MY PACKAGES. THE ONLY THING THAT CONFUSES ME ARE THE THREE DIFFERENT DATES. I ORDERED ANOTHER 2 ITEMS BUT THIS TIME WITH FEDEX, PACKAGE CAME NO PROBLEM. I WILL NEVER USE UPS AGAIN AND I WILL MAKE SURE ALL MY FRIENDS AND FAMILY DONT EITHER. I WILL SPREAD THE WORD ON THE BAD SERVICE THEY PROVIDE...THANK GOD FOR FEDEX

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UPS harassment and denial of service

I am being bullied by UPS.

t started when a UPS driver attacked me at my front door 7 months ago! The police had to get involved it was so bad. Ever since then my packages have either been returned to sender "at customer request", which of course is not true. I, the customer, did not request this. OR the packages have been broken. (Olive oil from 2 different companies had to be returned before it even got to me.)

The best defense is a strong offense in UPS's case so they are lying about me in order to justify their actions. I'm told the original bully driver is "very popular" down at the center. He now has a buddy saying he too had a problem with me. Not true. At all. And I will take a lie detector test to prove it. In fact I insist! They are now telling me that they refuse to deliver to my house! The 2 people I've dealt with (Terry Miller, customer relations manager at corporate in Atlanta, and Mike Beckwith, Hillsboro, Oregon center manager) are rude and nasty and very unprofessional. It's like dealing with a little kid mouthing off to her mommy. It's unbelievable! They're saying I even threatened the driver with a gun! NOT true. I'm a vegetarian, animal rights activist and anti-gun activist. To say I would threaten anyone with gunfire is a joke of epic proportions. I DID say that if he attacked me again I have the right to defend myself. I do. How is that statement threatening anyone with gunfire? The very antagonistic and rude Terry Miller even told me that security said there was a 2nd driver that had a problem with me. Well security just knocked on my door to deliver a pkg and pick up another one and she told me that that's not true. They never said there was a 2nd driver. Terry Miller has been an aggressive nut job from the beginning of this fiasco. Is she too friends with the original driver? This feels like collusion to commit a felony to me. Harassment, denial of paid for delivery, soon denial of medication needed to save my life! I already have one local news crew interested in the story. Do I really have to go that far?

I'm telling you, they are abusing me something fierce. And out of fear for their jobs, they're attacking me and blaming the victim.

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UPS stolen items

I recently had a package shipped to me by my boyfriend from Postnet in Lacey, WA to my aunt's address in College Park, GA. A few days after I had been on the east coast visiting my aunt, UPS showed up with my box. Now I thought folk had to sign for packages but the driver handed my 6lbs box to an 11 year old kid that didn't even LIVE at our address.

The child obtained the box from the driver and the driver immediately drove away. When the child bought the package to me directly, there was a hole the size of a fist in the bottom of the package...

There were 6 loose diapers inside (part of my shipping contents) but my $300 blackberry curve & Motorola charger, my $300 engagement ring (cubic zirconium in a white gold band and setting), photo negatives of my daughter's first 3 days of life that are irreplaceable, paperwork containing medical records & the mother's copy of my daughter's birth certificate, and my house-keys for our home in Lacey were missing.

I immediately contacted UPS to let the know the box had been damaged and, subsequently, all my items within were missing.

They assured me that this matter would be handled and, sure enough, a driver came to re-claim my damaged package.

About 3 days went by before I contacted UPS again to ask about the investigation.

I was told it was still on-going and someone would be contacting me to let me know the results. 2 more days passed and I called UPS again, this time I was told that my package had been insufficiently packaged. I contested this denial of claim.

I once again called UPS and was told my claim could not be discussed with me as I was not the original shipper - that all further contact about my missing/damaged/lost or stolen items would have to be handled by UPS and told to Postnet and then told to me by postnet.

Postnet called me within a day to let me know my claim had been denied again due to "insufficient packaging."

I called UPS again to re-contest the denial of my claim.

A lady from UPS calls me a cpl days later to tell me that my claim had been denied, that I could not contest my claim after two denials and that UPS could no longer discuss the details of my claim with me but only with the original shipper: Postnet.

Over the next month, I had even called and had both postnet and UPS on a three-way call to discuss compensation of my missing items.

I was assured that they would be issuing me a check from the UPS supervisor as soon as a UPS representative contacted Postnet within the next 3 business days with information about my refund and claim.

2 weeks went by in which a few more calls were made from me to UPS and from me to Postnet about my claim... Postnet called me back a couple times to let me know no one from UPS had contacted them about my claim.

Call 13 to UPS, I was absolutely irritated and was assured that a representative would contact Postnet by the end of the day.

Call 14, which happened today, I was livid! I was told that there was no UPS headquarter number or corporate number I could contact. Nor could I directly contact UPS's damaged package investigative section. I have been assured again today that someone from UPS will contact me TODAY and Postnet TODAY about my claim.

If this does not happen, I am going to open a class action lawsuit against UPS.

I could understand the "insufficient or improper packaging" as being a denial of my claim IF there had been any disclosure BEFORE the time of payment, shipping, transport and receiving of my package by UPS, a banner, on my receipt or a disclosure list had been previously attributed to me but that is not the case.

I'm supposed to magically know what UPS requires for shipping a package my boyfriend PAID to ship, and was shipped to me?

This is completely unacceptable and I urge anyone who's having the same issue with merchandise that was not received through shipping with UPS to join my class action law-suit.

Contact me at [protected]@yahoo.com and join in the fight to make UPS pay for employing liars and thieves and taking our money and then "losing" our items and telling us that it is our faults and not their own!

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zwsy
, MY
Dec 12, 2012 11:51 am EST

I totally agree with yr comment cause I too experiance the same attitude from UPS and also the shipper which they push the blame when items are stolen from package.They keep pushing the blame to avoid compensation such as items not declared, total value of items ( which worse of all not listed by us but they themselves whameich are always a lower price!)
I am right now trying to fight for my case as they lost my Samsung Galaxy note handphone. They keep pushing u to here and there without any news.Such a shame as such a bid company like UPS provide such kind of service in the freight industry, who will dare to use their services again!

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UPS - refuses to deliver to my house

I have lived in this house for 7 months now, it's a rental that is situated just outside of city limits. I'm not sure if this it UPS's "issue" of why they won't deliver packages to this address, even though I have a normal address and not a rural one. As soon as I moved in here I had ordered a new modem for my internet service which was sent via UPS. I...

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UPS

On Sunday Sept 26, my son was rushed to the hospital for a complication with his type 1 diabetes. When it was realized that it could possibly be due to a malfunction of his testing meter the manufactures sent a replacement out immediately. In the proccess they accidently sent it to my old address (which is only a mile or so away). The UPS driver allowed the owner of the home to sign for the package even though itwas addressed to my son. Once this error was found UPS took no responsibility. The medical company sent a new meter through UPS and paid to have it delivered the next day (today Oct 2, 2010). I tracked the package on the UPS site and it said that it was loaded on the truck at 3 am and would be delivered to my house between 9am and 7pm. I was not happy because it was supposed to be delivered in the morning and we had to cancel a trip to visit relatives in upstate NY. At 6:30pm the medical device was still not here so I called UPS. They told me that on Sat the drivers only work a 1/2 day and that the package would be delivered on Monday and that there was nothing that they could do. I was beyond angry becuase this is not the first time that this has happened. Less than a year ago we were waiting on a delivery of his insulin that was supposed to be here on a specific day. When we called they told us that the driver had left early and we would just have to wait. It took me threatening to call the police, a lawyer and the BBB before they were able to reach someone (who they had sworn they could not reach). The driver who was still on the route actually delivered it that night (so much for going home early!) Once again I am talking to a call center supervisor who is telling me that there is no one at the center and that there was nothing that she could do. I tried to explain the situation and she again said that she could not reach anyone and that there was nothing to do but wait. I said I would call the police, she told me to go ahead but there was nothing that they could do since no one was at the center. It wasn''t until I told her that it would be her company that I came after if my son was hospitalized again and that I would make sure that they were held accountable that she finally said that she could make a few more calls. She said that she would call me back in 1/2 an hour. It has now been 45 min and I still have not heard anything. I already reported them to the BBB as did the shipper. My next step it to contact the authorities, a lawyer and the local diabetic association who advocate for patients getting the care that they need. If anyone has any other suggestions I would welcome any ideas. This company is a liability and should not be trusted with anything that you need or value.

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Update by dtrudeau
Oct 02, 2010 6:50 pm EDT

Really? Are you for real? A child is hospitalized, UPS is trusted to get the supplies needed and do not follow through. I bet you would not be sympathizing with them if this was your child. If I was working for them I would not only do a better job but I would do it with a sense of integrity. When you work as a delivery person for a company that handles medical supplies you are OBLIGATED to do your job. If you think it is such a bad job, and so hard then find a new job. I hate when everyone plays the vicitim when it comes to someone taking responsibility. The point is that UPS was paid for next day delivery, they were trusted with a medical device and they screwed up.

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UPS late delivery / passing the buck

1Z6X98526610361345

I grow weary of everybody at UPS saying “Well, I don’t know why they told you to call me. The right number for you to call is… and around and around it goes.”

I paid extra for an overnight letter to be delivered before noon in Montreal. UPS claims that Canada Customs took under 24 hours considering whether to accept my single page document. (Maybe true, maybe not)

Regardless, they had it for long enough to get it delivered by noon of the second day, which they failed to do. The driver was either lazy or incompetent and somebody had to come back a second time, in the evening, to make the delivery.

So, I contacted my local UPS store [protected] and they explained to me that because Customs caused a delay, my claim is denied. UPS gets a free pass. I was told that UPS in Montreal may wait “a week and a half” before being bothered to deliver my overnight-before-noon package and they still don’t have to issue a refund.

This didn’t sound right, so I called UPS central. [protected] They told me they could do nothing, it was up to the local store to use established procedures and to deliver my refund. I was provided a third number to call, where I could register a complaint.

The operator at this third number - [protected] - told me the store could not possibly issue a refund without approval from UPS and so I needed to phone [protected] which turns out to be the second number that I called.

They have exhausted me by passing the blame around amongst themselves. I give up and I will avoid using UPS again, ever.

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Eliot Tomeo
Jersey City, US
Feb 25, 2013 11:32 am EST
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The worst. I have been a customer for 10 years now. No more! I keep a post box and pay for the express mail forwarding sevices at a hefty price. I work overseas. Somebody committed identity fraud with my credit card number. They immediately cancelled my card with a note to allow my UPS box to charge for the mail forwarding to me so that I can get my new card activated. Now here is the kick in the balls. This UPS Store decided to close for remodelling without notification and without even checking my email request to forward my mail. They just threw everything into a storage unit for all their customers and shut down completely. They were not even answering the telephone. Finally they just answered today saying they will not even try to locate my credit card until March. I complained and got hung up on. I am contacting their corporate complaint department to get this resolved (get them fired) or I will litigate for punitive damages.

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UPS jewish holiday

I took time off work today to wait for a parcel I had ordered last week and I was tracking it online to make sure it would actually arrive. The status was set to "Out for Delivery" this morning so things were looking good. As it neared 5pm, after a day of waiting at home for it to arrive, I called them as the status had changed and it was now "In Transit" despite no communication, a knock on the door or a redelivery slip. There was a note saying there had been an "Exception" next to the tracking number. I spoke to a person in customer services who passed my details onto the depot where my parcel was dispatched from this morning. They promptly phoned me and then very abruptly told me that they couldn't deliver my parcel to my house as it was a Jewish holiday and quickly hung up with no apology. After thinking it through I decided to phone the main customer service department back and make a complaint. They were very understanding and got the supervisor of the depot to phone me to see what they could do... It transpires nothing! The supervisor was as abrupt and unapologetic as her colleague ( I can now understand why the people under her also have bad customer service skills). This is in no way an argument against religious holidays, but for an international company as big as UPS not being able to deliver for another 4 days to my address is outrageous.

I saw a UPS truck today on a short trip to the Post Office about 5 blocks away so I am still in wonder as to why they couldn't deliver to my address. I live two blocks away form a Jewish community but that still doesn't excuse the fact that they are completely unable to deliver a parcel for four more days!

Guess I will have to wait and write a letter to the head office...

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John Tektite Politowski
, US
Oct 12, 2017 10:43 am EDT

The same thing happened to me. My package, which I need for my business, is being held for 2 weeks because of a Jewish holiday, and I was told they can not unpack the trailer.

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thesearetheanswers
Brooklyn, US
Mar 27, 2013 11:48 am EDT

Same thing just happened to me! I also took the whole day off and finally called ups after 8pm. (Same as above) I stayed on the phone with UPS and told them I needed corporate's number and address and then they started to listen to me. Not that it helped getting my package that day or the next even. They told me it was mixed up with the packages on the trailer for ***passover*** and they couldnt open the trailer and retrieve my package! So my package was basically QUARANTINED for religious purposes could not be touched. I told them this was reverse DISCRIMINATION and that my holiday (MY DAUGHTER"S BIRTHDAY) was important- if not more IMPORTANT than someone's religion. HOW dare they? This is NOT a FEDERAL HOLIDAY.. Well maybe in NEW YORK? Pay attention people to WHAT IT HAPPENING and ASK QUESTIONS. (like the commenters above). Im writing to UPS corporate soon, if youd like to also attach your letters please let me know. We can avoid this in the future before it gets worse and others are affected. We have to let UPS know that we notice. Oh by the way my daughter's main birthday present (THANK GOD) was delivered by FED EX and arrived in time.

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Eric7899
, US
Sep 26, 2012 1:12 pm EDT

Yeah, the samething happened to me .. i live in Boro Park, Brooklyn and UPS doesn't make delivery just because of Jewish Holiday, It is not Federal Holiday but they don't give [censored] about it ...

I called the UPS and field manager called me and she said the same thing, after i started to complain about it UPS field Manager hanged up the phone, she kindda has ghetto accent and i was not surprise to me why this thing happinging with UPS ..

What i got from this, UPS dont give [censored] for other people and they don't make deliveries on Jewsih Holidays !

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?

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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.

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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.

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