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United Parcel Service Consumer Reviews - Page 2

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Lawton area UPS HORRIBLE!! GO WITH FEDEX IF YOU WANT IT ON TIME!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAWTON, OKLAHOMA -- UPS never delivers on time, no matter when or what I have ever ordered they have never had my package here on the day it was scheduled out for delivery. It's getting very old, UPS will lie and put the reason as they couldn't find my address and need directions, yet they have been out at my house a million other times and it's the same driver every time. I have been told by other UPS workers that if you are in the country or out of the way or are the only one in that area getting a package delivered they will put it off a day or two and use the excuse that they couldn't find your house and need directions.

I have never had a package delivered on time!!! It's always one to two days later, it will show out for delivery by the end of the day but then I don't receive it so I call and it's put off and changed due to the reason I stated!! My address is very clearly posted on my mailbox stand in large numbers and letters so everyone can clearly see my name and address, but yet the same driver that has delivered already to me a million times can't find it. I'm sick of paying UPS a high price to bring my packages when they can't get them to me on time. You need to lower your ridiculous shipping prices if we can't have our packages on time!!

Some items we need asap and it puts us in a bind to have to wait on them, like car parts, or gifts at the holidays or birthdays. I bet UPS workers aren't going to get any of their packages late!! GO WITH FEDEX IF YOU WANT PACKAGES ON TIME AND NICE WORKERS!! FedEx is faster, more reasonable priced, also a lot more polite and friendly workers and delivery people!!! Look through all of UPS reviews and you will see they have tons of negative and are only a 1 star. Go with FedEx people!!

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Service and Delivery
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW MEXICO -- Package delayed (inexplicably) in Commerce City, CO hub. When UPS was contacted (because the delay would result in their missing the guaranteed delivery date) the "customer service representative" in essence said "Well, the tracking doesn't really tell you where the package is and we don't have a delivery date." So in essence - you don't know where the package is, don't know when it will be delivered, and are unworried about missing your "guaranteed delivery date"?

Subsequently, the delivery was rescheduled. It was "guaranteed" by Friday and reset for MONDAY. While I recognize that they generally charge for Saturday delivery, one would THINK they would have made an effort to achieve a free Saturday delivery given that they missed THEIR guaranteed delivery date which, given I paid the seller for both the 5 day shipping AND expedited shipping out of the warehouse should probably have been of SOME concern. They also then informed me that ANY refund for the failed shipping would have to come FROM THE SELLER. I'm not clear on why THEIR failure requires punishing the seller - but apparently UPS is unconcerned with that.

So like many, I took my issue to social media. Their "social media help" folks contacted me. They asked me to e-mail them. I did. They responded by informing me the delivery was delayed because THEIR employee made a mistake. I pointed out the item was now in town as of Friday afternoon and a Saturday delivery would make sense. They agreed and promised it would be "on the truck for Saturday delivery". It didn't show up. I e-mailed them again early in the afternoon on Saturday. They didn't respond.

I returned to social media. They again asked "Have you e-mailed our help people?" I said "Yes. They're the ones who guaranteed a Saturday delivery. I e-mailed again four hours ago. No response." They've now "promised" someone will be in touch by e-mail as soon as possible. Yey?

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Horrible, nothing positive to say about UPS
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHANTILLY, VIRGINIA -- No matter what I write it cannot really convey my disgust with UPS. First and foremost, I agree that vendors should be contacted and informed that if they use UPS they will lose your business. Second UPS CEO does not give a “hoot” about what happens in his company. UPS fosters, encourages and promotes a culture of unaccountability beyond what I have seen in most companies of that size and profitability. I am a small business owner and my business has been severely affected by their incompetence. I wanted to report my package lost with the vendor and place another order but it is out of stock with no ETA. Thus I am at UPS mercy; my package has been lost for 5 days (2nd day delivery). The excuses have ranged from: "It is in a frozen trailer" (in Northern Virginia, where we had around 17" of snow last week); we have a “process,” and we'll let you know when we have an update; we had a “weather disruption”, we'll let you know when we locate it while insisting they know where the package is which is a contradiction; to the trailer is inaccessible. UPS seems not to have many issues delivering in Quebec, Alaska and other cold regions which begs the question why they cannot do their job after six days one storm in many years in Northern Virginia. The so called “process” is so full of failure points for which UPS refuses to accept responsibility that I hope that refusal to accept responsibility helps them to go out of business one day in the immediate future.
Six days after the “weather disruption” the Chantilly location in Northern Virginia is still not making packages available for pick up (I do not even expect UPS to deliver them). The government is back to work; freight trucks are doing their deliveries; planes are flying; people are back to work but the UPS Chantilly location – Reston center has their trailers “frozen. “ The managers of this location hanged up on me; he also refused to transfer me to his manager. The so called “executive” customer support (404-828-4900, “my case manager”) team has done absolutely nothing for me except to “stand behind Chantilly managers lack of performance.” Correction, I forgot to mention they offer to read the updates on the UPS.com site because, in their minds, I am illiterate and I cannot read every time that the last update is no update.
For the last 3 days I was days I was told I was going to get my package. The truth is that the famous “process” is so inexistent hey do not know where my package is, apparently their scanners do not work and technology is not part of their “process.”
In summary, I still do not have my package and no hope in getting it anytime in the near future.

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UPS bans customers then bans US Mail too!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SEATTLE, WASHINGTON -- UPS banned me as I complained about a driver who threw packages down our hall. Each complaint in a customer service call center was followed by a local-annex foreman who called to give profanity and threatened to cut off UPS service. I complained 5 times about the driver and foreman. Customer service management banned me for 5 complaints. After sending a letter to their CEO, a CEO Secretary banned me for my 5 complaints.

After that, UPS ground delivery requested US Mail to stop delivery and to ban me. A lawyer did not help me with a "mercy-apology" letter. With the lawyer's letter, the same secretary was even more evil. Now for 11 years I have not received bills or packages.

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Damaged Goods, Refused Claim
By -

CONCORD, CALIFORNIA -- On Sept. 9, 2001 I shipped an antique diving helmet (1 of more than 30 I have shipped over the last 5 years). To a Russ in Texas. The box was hand delivered to the UPS office in Concord CA. The UPS agent inspected it and I requested it be insured for $5000.00. The helmet was delivered on Fri. afternoon Oct. 5 in a rain storm and left on the porch at his office. When he left the office he took the box home and opened it in his garage. The box was approx. 3 ft. by ft. square and contained a lot of soggy wet packing material. He took the box and packing material and put it in the trash and then called me and told me the helmet was badly damaged.

I said, "There should be no problem, it is insured." UPS office was not open on Sat. and he attempted to contact someone on Mon. Oct. 8. He was told that someone would get back to him. He tried again on Wed. and on Fri. to get someone to at least look at the helmet and each time he was told someone would get back to him.

On Mon. Oct. 15 he finally was able to talk with someone about the damage and he was told then that they would not cover it because he did not save the original packing material. He made several attempts to at least have someone look at the helmet because he told UPS that he would take them to court. He got no response except they said he could not do anything because he was not the one that paid for the insurance. ** hand delivered this helmet to DESCO in Oregon who are the only ones in the country that repairs this type of helmet.

The repair estimate was $1800.00 plus his airfare of $850,00. Since he could not initiate a court action on his end I contacted UPS on Oct. 25 and waited all day for someone to return my call. This went on for 3 days. Finally on Oct. 29, I was able to get through to someone from UPS and they told me that it was not covered because ** did not save the original packing material and box and that it had been turned over to their insurance carrier.

I got the same run around from their insurance carrier. It took more than a week for them to return my calls and to tell me they would not cover claim and that a letter was being sent to that effect. I told them that I intend to take this matter to court and their reply was "we been there before". I had to make numerous calls to their office because they did not send the letter denying the claim. On Nov. 26, I received a letter that was post dated to Nov. 12.

I have shipped more than 30 helmets with UPS over the last 5 years and insured every one of them. Not one time was I ever informed of the provisions of their policy or that in the event of a claim the original packing material must be retained.

This package was soaking wet when delivered and it took more than a week for someone to get back to ** and tell him he was supposed to keep the box and contents. I would not keep a wet smelly cardboard box and all that packing material either. Because I purchased the insurance I am the one that has to go to court to try to collect damages. How am I supposed to save the packing material and box when I am the shipper? I paid for insurance to make sure it arrived in the same condition it left in. It is completely out of my control as it was delivered to UPS.

There is nothing in the UPS office, on the shipping invoice or on the box that says anything about their policy. Until recently there was nothing on their website that stated this either and the only thing I have seen that states this is a General Tariff that I had to download and it has an effective date of Jan. 7, 2002. This incident occurred in 2001 but I am still going to court with them.

UPS is self insured so it does no good to complain to the insurance commissioner although I did talk with him and he said that anyone who brokers or sells insurance is obligated by law to inform the insured of the policy provisions.

All the helmets and other equipment I have shipped and not once was I ever told of these provisions. Apparently this law does not apply to UPS because they are self insured. I believe they are making a great deal of money by writing insurance and then not paying on claims.

From what I have seen on the Internet there is a tremendous number of people that have been defrauded this way. Even small claims court is an expensive process and most people do not want to go to court. On July 20, 2002 I appeared in small claims court and was awarded a judgment of $2928.00 because UPS failed to appear.

The trial was set for 1:30 and they called the court at 1:45 and said they were going to be late because they were coming From Richmond. A 30 minute drive at the most. At 3:00 they still had not showed up so the Judge heard my case. I thought that would be the end of it. A week later I went out of town to work for 3 weeks. During this time UPS filed a motion to vacate the judges decision.

This means we start the whole thing over again. I just obtained a copy of the transcript from the hearing to vacate his decision. I was supposed to be notified by mail and by phone about this hearing so I could also appear. I did not hear about it until after it had been granted. ** the UPS representative from UPS flat out lied to the judge to get him to vacate the judgment.

The transcript states that when ** called the court that the clerk told him if he couldn't make it that he could file a motion to vacate. The bailiff told the judge that they would be there that is on record. Unfortunately ** appeared before another Judge. ** went on to say that that is what he decided to do because he didn't think he could make it on time. I sat for 2 hours waiting. He then goes on to state that he came to the court house the next day and filled the motion to vacate. That is another lie. The motion to vacate was not filed until 7/5/02. The Judge ask ** if he sent proof of service or notice to me saying he was filing this motion.

His reply was no because the clerk was going to mail a copy and that I should call him and so I did call twice but was unable to get a hold of him so I left 2 messages. This is another lie. I work out of town and check my answering service every day. There was never a message from him. If I had known about the motion to vacate I sure would have been there or had someone to represent me. The motion to vacate was granted on 8/1/02. I returned from out of town on 8/4/02.

** is an adjuster for UPS insurance and he has been to court many times so he knows how to play the game and how to delay everything. I believe his underhanded dishonest tactics of delaying this and refusing to pay is a very poor reflection on UPS and their customers. They have gotten away with ripping off a lot of people for a great deal of money and nothing is being done about it. UPS should be forced to inform the public of their polices regarding insurance and to post in their offices a notice stating same. They should also be forced to stamp a package when it has been insured.

I shipped that package to Texas and nothing was written on it regarding insurance. Even when the UPS drivers deliver a package that is obviously damaged they don't inform the recipient of their insurance policies. Most people can't afford to take the time off work to go to court to fight for a claim especially when it is only for a few hundred dollars or a couple of thousand. I insured the package for $5000.00. When it was delivered it had $1800.00 damage to it. ** had to hand deliver to DESCO for a repair estimate.

Originally all I ask for was that the helmet be repaired. When they refused and we went to court I ask for the cost of repairs plus ** plane fare. I was awarded $2928.00 before it was vacated. I was satisfied with that. So far I have had to take 4 days off work, (small claims will not let you sue for lost time) attended small claims seminars and court and probably spent 40 hours writing letters and making phone calls. I can see why people give up on a UPS claim.

Cost so far: Balance due on helmet - 2500.00; Plane fare to DESCO - 850.00; Time off work - 1746.00; Filing and paper work? Total: $5096 plus. This mess has already exceeded the max. amount you can go for in small claims and I still have not got anything. We are scheduled for court again on Sept. 9, 2002.

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Inaccurate Tracking Information; Terrible Customer Support
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, GEORGIA -- Changed delivery to an access point on two packages. Tracking shows the items delivered on 03/04, which is when I was notified of delivery. But the packages were sent back on 03/06, before I was able to get in to pick them up. They are supposed to be held for 7 days!!!

Called customer support; the agent smart-mouthed and openly disrespectful, and tried to make it seem like it was my fault, because I just didn't understand how what the tracking was saying. I asked for a supervisor, waited 15 minutes, and then got cut off. Turns out it was 6:02 EST, and Customer Support was closed. Agent made no attempt to call me back. Terrible service from and awful CS agent...

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Irresponsible, super expensive international shipment with terrible customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

QCT, CALIFORNIA -- I paid for almost $180 for international express for shipping two small boxes of surgical masks. Based on what I checked on their web site and also was told at the counter, if I ship on Monday then the package should be delivered by Friday assuming no issue at the customer.
Here is what happened:
Instead of shipped directly from SF to China, they routed the package to AK, which got delayed 2 days for 'events beyond their control' without details, and then shipped to Korea before finally sent to China! The status clearly shows the customer was cleared smoothly without delay. When I called asking for abandoning the package and issuing a refund, the agent told me the 'clearance agent' caused the delay and ignored my question about the unnecessary stops at AK and Korea and the significantly delay for the money I paid and the service I acquired. End up her solution was for me to contact the local UPS store where I shipped the package so they can better 'explain' to me. I've told my terrible experience to every friend. I also found a way more inexpensive carrier for international shipment. UPS is profitable because of bad practice but I think that should end some day.

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Customer Service Comes Last
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SALT LAKE CITY, UTAH -- I was expected to receive a package that required an adult signature as it was valuable, UPS for over 36 hours had a delivery window of 12/30 4 hours before the delivery window (9 pm) closed it changed to delivery window N/A and delivery date N/A I had taken the day off of work to be home to sign for this package. UPS decided that my package wasn't worth delivering on the date they promised so in turn just took an extremely expensive electronic device back to sit in their truck outside in temperatures hovering around zero potentially damaging the device as it sits in the freezing cold. There was a reason it was shipped next day air and not standard air service, and that was to avoid it being frozen in the wintertime.

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Worst Shipping Company, Period
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MONTANTA -- I've had nothing but bad experiences with UPS. Today, I'm wasting my time tracking down a package a UPS driver decided to deliver to a completely different town, despite being given the correct address. This happened less than an hour ago, and their agent on the phone is telling me that an investigation is going to take 1-8 business days. They could easily just tell their driver to turn around and pick it back up from the incorrect address and deliver to me, yet I need to wait up to 8 days (by which time my package will likely be stolen or otherwise missing).

Previously they have charged me exorbitant brokerage fees (often 3x the actual customs charge itself). They have delivered boxes that were clearly beaten up by UPS somewhere along the way—I never have that problem with FedEx, Purolator, or Canada Post.

UPS is of the worst companies I have ever dealt with! I always ask my suppliers to never ship using UPS, unfortunately the seller of the shipment I was supposed to receive today changed to UPS at the last minute and now I get to waste my time fixing their stupid mistakes.

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UPS Robbing Customers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NETHERLANDS -- To give this company one star is one star too many. UPS has a known issue with the connectivity between processing IDEAL payments and the UPS website. This issue has created a problem with my shipment. The details did not record on the UPS website. Furthermore, it did it create my shipping labels. Funnily enough, UPS successfully deducted 359 Euros from my bank account.

Calling into customer services was a fruitless effort. I was transferred more than nine times and was ultimately told it is impossible to issue a refund. Funnily enough, each person acknowledged that the error is with UPS. I am moving to Portugal and must still send my shipment. Effectively this has more than doubled my shipping cost.

What is most disappointing is that not one person at UPS cares about this at all. There was zero empathy shown regarding the situation, yet total acknowledgment that this was their error.

This has been the worst experience I have had with a shipping company or any company regarding issuing a refund for a company error. Most companies regardless of internal cash flow policies will issue a refund outside of the normal policy and procedures when it is the fault of the company. UPS does not sincerely care about their customers.

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United Parcel Service Rating:
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1.2 out of 5, based on 122 ratings and
345 reviews & complaints.
Contact Information:
United Parcel Service
55 Glenlake Pkwy. N.E.
Atlanta, GA 30328
404-828-6000 (ph)
www.ups.com
webmaster@ups.com
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