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UPS screwed me while grieving for my mother.
Posted by on
NEW ROCHELLE, NEW YORK -- My mother passed away in 2006. I received estimates from 3 shipping companies to send her cherished antiques from New Rochelle, NY to my sister and myself in Oakland, CA. Upon using the copy machine at the above store in 2006 I was told that the store could pack and ship all our belongings and do a better job than any moving company. I then described the items in question, which were much of the contents of a 2 bedroom coop. I was told that no price could be given. I subsequently spoke with the manager/owner of the store numerous times and when we finally were to come and close out her apartment in May of 2007, I made an appt. with the store owner to come and see the items and give me a price. When I arrived in NY I spoke with him again and he then tells me, while knowing that I was only in NY for 3 days, that he couldn't price it until he saw it all, but not to worry, that they had just packed up an entire 2 bedroom apartment for someone else and it came to only $800.00. I seriously questioned this a few times, but he kept reassuring me.

So the appointed day arrives and he shows up with a helper, NOT to give me a price, but to start packing everything up! I stated I would not wish to do this until he could give me a price. He stated unequivocally that it would be less than the $800.00 he'd just moved this other party for. I let them begin. When I was busy packing up my own boxes and dealing with other things, they continued to pack up items, only asking me the value of certain items which I stated. What I did NOT know was that they were mixing up items to go to myself and my sister's address, and that he was assigning value to the boxes based ONLY on a single item per box! I had no idea what he put with what.

At least FOUR separate times I asked him what this would cost, since it ended up taking from early morning till at least 5 PM. He reassured me it would not cost more than $800.00. AGAIN! At one point I had my sister decide she might wish to take a sofa, so I asked him to find out what that alone would cost....the answer after a phone call to freight was over $700 for JUST the sofa. At that point I started to really worry, and asked once again for a price, and suddenly the price became, "certainly not more than $1500". And that was to include the antique Brass bed for $700 all by itself......Now mind you we had 3 separate bids for movers to move the ENTIRE apartment for $2,200 to $2350.

NOW I was worried. Still he would not now give me a price until he got it all back to his store. He packed it up and left. He did not call with a price as promised. Mind you I was leaving for CA. in less than 28 hours. I went down to his UPS store next morning, and was suddenly told that just the boxes I'D packed would come to almost $800 on their own. And that the total bill would be: $2,742.86 IF they were allowed to repack the boxes. I was floored and totally unable to speak for a bit, since this was only PART of the items in the coop, compared to the price the 3 different moving companies gave for the TOTAL of the contents. AND I had no more time left in my trip to be able to re-do this! AND if I decided to cancel it, his manager told me that they would then CHARGE me for the day they'd spent packing it all a whopping $500.00 alone. Making it impossible for me to call the moving companies to come to HIS UPS store and pick it all up, re-pack it and ship it for less than $3,000.00. What I did not even know at that time was that in re-packing what they had done at the store, that they'd completely ignored ALL the values of the contents and that the total insurance did not even come CLOSE to insuring those beloved items enclosed. I panicked and called my sister and we made the decision to just pay his price as we were out of time and had been told that he would take better care of our antiques than a moving company. On May 23rd, 2007 I gave him a check for the full amount of $2,742.86. Then left for California.

READ ON.....

When items began to arrive on my doorstep, yes doorstep, as some of the boxes were left on my porch and my sister's porch, our dreams of redecorating with my mother's loved antiques were dashed to smithereens.

EVERY single thing I'd packed arrived unscathed, over 13 boxes. Every SINGLE box that the UPS Store had packed arrived here with the contents smashed to smithereens. We are talking about clocks from the 1700's and 1800's. A wrought iron carriage bench had been tossed into a large box with a 1/2 pound filigree corner shelf unit, all hand carved, with only a few peanuts. The box arrived OPENED along the entire length AND was left on my porch when no one was home.

Light fixtures and lamps had not one single bit of bubble wrap on any of them, in fact they didn't use one drop of bubble wrap, so ALL of the glassware was just the splinters left inside the boxes AFTER the boxes had been damaged enough to be open or smashed in. This went on for a week as things arrived. ALL of it gone, not one single thing they packed arrived unscathed. ALL RUINED.

I was so flabbergasted and in such shock I didn't even know how to proceed. Finally I called UPS directly and was given a claim form. NO ONE bothered to tell me that they would need the FREIGHT department to handle the claim on the brass bed, so it never even got claimed. Though I repeatedly called the UPS Store to find out where the side rails were that never arrived. As this was a custom antique, there is no way to use this bed without them. So sending this many hundred pound brass bed to me. On top of that, in ALL of the receipts that I was given in NY when shipping all this with this UPS Store, NONE of the receipts or claim numbers matched what arrive inside each box. NOT ONE. They had completely changed the contents and mixed everything up AND not insured any of the boxes for more than $500.00, and not ONE matched the tracking numbers on the receipts I was given. To top that off, they NEVER GAVE me a claim form or tracking number for the brass bed.

Well after having the claims adjuster arrive here, and I'd been smart enough to take pictures of ALL the boxes on arrival AND as they were opened and I never removed ANY items from the boxes for weeks while they clogged my home, the adjuster was in as much shock as I was. He stated he'd never ever seen a more inept packing job in his life, and took more pictures and asked me to copy all my own pictures to a CD which I did and gave to him.

But after weeks of work on our part and his part, the fact reMained that the store had totally screwed up the values on ALL of the items and made them almost worthless. This was over $25,000 in valuable antiques. There ended up being 9 boxes of claims, and no claim on the bed because that during all this time, no one informed me it needed to go through a separate department and by the time I found that out, it was past the time frame for a claim.
This went on for many many months during which time I repeatedly asked the manager Raul for an itemized inventory, since nothing matched the receipts I was given.
It should also be mentioned that about this time UPS kept appearing on my porch trying to pick up packages for return. On more than 5 SEPARATE occasions I asked Raul at the UPS Store in New Rochelle why. On every single location I was told it was just in the system and that I did not need to return anything. And that was confirmed here with the appraiser. At this point much of it had been put out with trash as it was just pieces that could not be fixed.

The appraiser and I and the claim person and I were all in constant touch re: amounts and values and trying to make sense of what was in which box....remember I had pictures as the boxes were opened.

I then sent the store MY itemized list of what arrived here in each box and the tracking number on THAT box. They never sent me their itemized list, they instead sent me a slip of paper with a handwritten note of "items shipped" and a total value of the paid insurance which came to almost nothing, compared to the handwritten values they put on EACH receipt they gave me when I was in NY paying for all this.

This went on for months during which I was in constant touch with the claims person at this end, my only ally in this mess.

In the end, the UPS Store actually told UPS that the values were even less than their OWN assessor had approved as our claim for. So the total amount was reduced. In the process of this my friend at UPS mentioned to me that he wanted to know the upshot of what happened, as UPS does NOT send the claim check directly to me, they by protocol send the check to the UPS Store who caused all this damage in the first place and they then in turn send ME a check for the claim. I asked why and was told he didn't trust them to give all the money to myself and my sister. HOLY SMOKES! This wasn't even in my mind! And boy did he have them pegged.

The final amount sent by UPS Claims to the UPS Store #4992 in New Rochelle, NY was: $5,830.36. I have an e-mail to that effect from my friend locally at UPS Claims dept. The check we received from the UPS Store #4992, Wykagyl, New Rochelle, NY was:

To THIS DATE 10-04-2008, they've lied and told me that the lesser amount was ALL they were sent by UPS, and I've sent them the e-mail from my UPS friend stating that the higher amount is in the computer and along with the check number. The UPS store has only said to me that THEY were being charged by UPS for the items that weren't returned. There was NOTHING to return!!! And THEY had told me 5 separate times that it was not required. (good thing too since I was not about to try to pack up all that damage for them). It just went into the trash. AND they had required me to get appraisals on some of it showing there was nothing left to fix!

So you do the math>>>>
The UPS Store in New Rochelle to this DAY still owes me almost $1,100.00 and has lied that they have received it. AND it's a mere PITTANCE compared to the actual value of what they've RUINED, and known full well that we were dealing with our mother's death during all this and these were her prized possessions.

Vikki in Oakland
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woodsk1 on 10/04/2008:
Why would not not have saiud stop to the guy? You gave themn the power to do what they wanted to do..
Principissa on 10/04/2008:
Why didn't you tell him to stop? You should have demanded he stop and give you a price. If he didn't you should have asked him to leave.
Starlord on 10/04/2008:
As I understand it, UPS does not operate those places marked 'The UPS Store,' but htat they are independent franchise operations that are licensed to use the UPS name. They were formerly known as 'Mailboxes, Etc." This sounds like a perfect case for Small Claims Court, and would recommend you try to get this on People's Court.
steve101 on 10/04/2008:
You had 25k dollars worth of antiques and priceless objects from your dearly departed mother and you let a UPS store instead of a professional antiques moving company handle the shipping!!! Why,why oh why did you do this? You even had a second chance to pony up 500 bucks to get rid of these s...b.gs. But you didn't!
Do you think an antiques dealer would use a UPS Store to ship expensive items? I don't think so.
Nohandle on 10/04/2008:
I'll be honest with you, I didn't realize UPS shipped household goods as a moving company might. I always think of them as shipping packages. I know they have a freight department but I would consider it just that, not a place to trust handling antique furniture. I can say I learned something new today.
Ponie on 10/05/2008:
Eileen, were you talking to your brother on your cell phone all the while UPS was doing this packing?
Anonymous on 10/05/2008:
First, I'm sorry for the loss of your mother.

Second, I read your post in its entirety and the one thing I just can't figure out is if your mothers possessions meant so much to you and your sister, why were you focused on the cheapest packing and shipping method possible?
FireDragon on 11/29/2008:
"When I was busy packing up my own boxes and dealing with other things, they continued to pack up items, only asking me the value of certain items which I stated."

You basically state there that they came to your house and starting packing up your items.. Odd?

I am filing this report as a fraudulent one due to your story does not add up.
vfolly on 01/29/2009:
Well you all asked, however I WAS told by an Antiques dealer to use the UPS store, and that they had many times transported these kinds of items for him without issue.
For those who ask why didn't I stop him? I DID! He DID give me a price of $800 on the spot, but he renegged on it.
And yes I should have used a moving company, and if we weren't under a strict timeline, we would have moved the whole thing over to them, BUT this jerk refused to let my stuff out of his store without full payment. So use your own common sense.

And NO, these stores are the previous Mailboxes ETC stores and there is little to no oversight by UPS. AND if I lived closer than 3000 miles away, I surely would take the ass to small claims court.
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Damaged goods, refused claim
Posted by on
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 Wend. 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. Mr. Potocki 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 Mr. Potocki 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 Mr. Potocki 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 was 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 web sight 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 Richmnd. 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. Mr Bradley the UPS representative from UPS flat out lied to the judge to get him to vacate the judgment. The transcript states that when Mr. Bradly 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 Mr. Bradley appeared before another Judge. Mr. Bradley 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 Mr. Bradley 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. Mr. Bradley 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 polices. 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. Mr Potocki 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 Mr. Potocki's 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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Anonymous on 08/25/2002:
I hope you win your case. I too recall seeing several consumer complaints about UPS. After reading your complaint and discovering how sleazy this company can be, I will no longer be shipping anything with them.
Anonymous on 01/10/2004:
I'm sorry to hear that. I am going through the same thing. I actually knew to save the material, because I shipped to myself. That didn't speed things up any.
artist on 09/28/2006:
Don't bother insuring with USPS either. Same problems there.
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No Package
Posted by on
My Ups driver always delivers our packages to the wrong house. This has happened multiple times sometimes I'm lucky and the neighbor will bring me my package or I have to go door to door which is very inconvenient when you have like 30+ houses on a street or I'm Sheeet outta luck. Again today a package says delivered " front door step " but nothing is there.

You call the 800 ups # (a mission to speak to a human) and are told they can't contact the driver or the center where all these drivers go but I would have to have the company where I bought the item contact UPS and they would place a trAcer on the package.

Yeah thanks for wasting my time... I'll talk to my UPS driver in person tomorrow and get it resolved. So sick of customer service!!!!!!!!!!
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Skye on 06/04/2010:
File a complaint.

Anonymous on 06/04/2010:
If UPS is consistently leaving your packages on someone else's front steps, maybe your house number is not clear or is somehow confusing? Maybe you should look at your house number from the UPS perspective (street) to see how clear it is. Is the correct address listed on the shipping label?

Why would they leave your pasckages on someone else's front step if they knew where the correct one (yours) was? Have you really knocked on the doors of 30-plus homes looking for your packages? If it was left with someone else, seems like they would let you know ASAP that they have it.

I'm betting there is an easy fix for this. Checking your own house numbers and the associated addresses is a good first start, and, of course, talking with the driver as you said you would is great, too. (If you talk with him/her tomorrow (Saturday), he/she may not be your normal driver.)

UPS is in the business of delivering packages, so I am sure they will want to correct this just as much as you do.
gush on 06/05/2010:
In response to LinusOno:

UPS Driver is the same guy everyday I've talked to him before.

Why would they leave your packages on someone else's front step if they knew where the correct one (yours) was?


Have you really knocked on the doors of 30-plus homes looking for your packages?

Yes I have done it before sadly when I was expecting a package for my father's photography studio. And I did find it this way.

If it was left with someone else, seems like they would let you know ASAP that they have it.

I live in California people swoop packages like it's no thing unless the driver goes back to house to claim the package, then I would never see it.

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UPS shipping is highly unreliable
Posted by on
55 GLENLAKE PARKWAY, NE, GEORGIA -- I returned home 12/29/09 and found an "info" note on my door stating UPS attempted to make a delivery and a second attempt would be made the next day.
I read both sides of the note on my door. There was a place to sign and print my name so as to leave the note on my door if I would not be home. I signed the note then applied scotch tape to make sure it stayed on my door and put it in the same place the UPS man left it. I also stayed home this day because it was my day off and I wanted to get my package. I patiently waited until 6 P.M. because I knew the drivers stayed out later than this. at 6 P.M. I called the number on the note from my door previously left by Mr. UPS and spoke to a nice lady in Virginia. By the way I live in the pacific northwest. Before talking to the "trained to be nice" lady, there was a voice system that asked me for the number from the "info" note on my door. I voiced the number and was told by the machine that the delivery was attempted for the second time but no one was home. The nice lady said the attempt was made at 10:13 A.M. I said no it wasn't because I was home with my family watching t. v.. she nicely apologized and assured me someone would call me within an hour from the local UPS company some 20 miles away. I waited the hour plus 10 minutes then called back. This time there was a different lady who wasn't so nice. I think it was because I had to excuse myself a number of times because I could not understand her accent. So I hung up and called again and spoke to a "nice" man who put me on hold to speak to a "nice" lady who called the local UPS. She told me I could go pick up the package myself if possible. I became a bit bewildered and frustrated by this time but went after my package. I met a man inside the UPS place who was leaning on a table and asked if he was the back of the line. He replied, "no problem, I've been waiting almost 2 hours for a package that was supposed to be delivered and was not. The driver is still on his way in". I replied, "this is just a tiny part of the problem with the way things are in America. These large companies don't care how their services are run, and there is nothing that can be done about it."
Of course I'm "old school" and if this would have happened when I was a kid, the company would have gone out of it's way to get the package to me. But it doesn't matter how crappy services are with business's today, they carry on. Oh well, nothing was accomplished here really except more practice on the keyboard for me. UPS! you can go screw yourself. And every business that pulls the same crap, which is in general, every big corporation.
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Anonymous on 12/31/2009:
"this is just a tiny part of the problem with the way things are in America. These large companies don't care how their services are run, and there is nothing that can be done about it"

No. The problem with America is that people have become so dang selfish and impatient they refuse to think outside their little boxes that may be something like the holidays could have slowed down the mail or shipping and that all carriers are busting their chops trying to catch up.

If your item is not something that you will die if you do not have, then sit back and practice a bit of patience.
goduke on 12/31/2009:
I really don't think that UPS doesn't care about how the service is run. I do think that in an organization the size of UPS it's really hard to make sure everyone is perfect 100% of the time. Research shows that the customer's expectation of what is "good" service is exponentially higher than it was in the "old" days.

UPS delivers millions of packages. An amazingly high percentage of them get there on time. Sure there are errors, and they probably need a better process for service recovery, but that doesn't mean the entire machine is broken.
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Sorry about your luck
Posted by on
GLENDALE, ARIZONA -- Well it's time for a status update on this one. Apparently UPS Public Relations was so worried about their public image they decided to "make this right". So far they are falling short, but they do seem to be working towards a solution.

To sum up the amount that it will cost me to recreate 4 pictures that were shredded when UPS’s truck ran over them is $139.95/ picture. I’m trying to be reasonable and not make up a number for the costs of the 4 frames that were broken and splintered because at this point the pictures mean more to me than the frames. The tower speaker that was destroyed; to replace it with an inferior model that was deemed to be in the same group by a ratings website is going to cost $899.99 to replace. At least the bright side to this is that the speaker would ship with someone other than UPS so it may actually show up in one piece and not many pieces like the other speaker did!

To date UPS has gone above and beyond by offering a large settlement of $162.41!
Thanks UPS! With a figure like this I can absolutely afford to replace nothing that your esteemed crew demolished!

Let me break this down a little more:
Cost to recreate 4 pictures driven over by a UPS truck: $559.80
Cost to replace 1 speaker destroyed by UPS when the other speaker that was packaged the same way arrived in great shape: $899.99
Cost to ship both packages from AZ to FL: $106.77
Total cost incurred due to UPS’s negligence: $1566.56
Amount UPS thinks is fair for replacement costs: $162.41 or roughly 10% of replacement value!

Original Issue Below

I would like to thank UPS for delivering 4 out of 6 packages in decent shape. It must have been hard shipping from AZ to FL and not being tempted to drop, kick, and run over them like you did with the other 2 that I shipped with you. I really appreciate the tire marks across the box that you delivered today, 10 days late. Mostly though I really appreciate that your driver dropped the box at my front door and sprinted back to his truck! I knew you hired people that liked to run to give the company an image of urgency but seriously!

I also like the fact that the first package you delivered damaged was boxed up by your staff at the UPS store in Glendale AZ store #5320. I like that your stores are independently owned and operated so when you do have a complaint to file about a lost or missing package you get to deal with someone that has all ready taken your money and has no plans for returning it due to the negligence of UPS.

It is really nice though to know that when your company picked up the damage package to ship back to the shipper (which is me) for replacement your company had an Oh moment when they found out they couldn't blame it on someone else. I again, like the fact that your company picked up my damage freight and have had the common courtesy to ignore my phone calls in regards to the damage claim. I really enjoy not having to store my personal property in my new home, seriously thank you UPS for helping keep my new place clean by breaking and destroying the things I thought I wanted to keep!

I do have to thank the people at UPS at your main customer service group, they all seem so helpful to get me to the next person that will offer their sincere apologies for shipping with them.
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bcd on 10/26/2009:
I want to thank you for being straightforward and not using sarcasm in your review.
Debbie Curtis-Magley on 10/27/2009:
Can I help?

My name is Debbie Curtis-Magley and I work with UPS Public Relations.

My apologies for the problems with your shipments. This is certainly not the experience we want to deliver to our customers. I’d like to get your concerns addressed and regain your trust in our company. Please contact me at upsfeedback@ups.com.
MaggieMcT on 10/27/2009:
Very nice -- doesn't resort to name-calling or all-caps 'yelling', and yet thoroughly makes the points.
skelly39 on 10/27/2009:
I laughed a little.
Anonymous on 10/27/2009:
Lol. I really like this Op's humor
DebtorBasher on 10/27/2009:
It's always good to look on the bright side!
Anonymous on 10/27/2009:
One thing I learned about shipping with any carrier when I started selling on Ebay 10 years ago: pack it to survive a 10 foot drop.

Who cares what the packaging looks like. It is what the item inside looks like that matters. I read a complaint on the Ebay boards years ago by a woman who gave her seller a negative because the USPS box was beat to crap.

When asked about the product she said it was in perfect condition, but that she paid for the box too and it should have been perfect.

I asked did she think the SELLER smashed the box? And why did it matter? It would get tossed in the trash anyway.

Simply put: the shipping carriers are not paid enough nor do they have time to kid handle those boxes.

As for running, they have more than you top deliver too. I have the same guy delivering my packages for 6 years and have never spoken to him. He is QUICK!
kcmophaz on 11/11/2009:
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Did Not Deliver My Package & Supposedly Left Down By Gate
Posted by on
Rating: 1/51
SULPHUR SPRINGS, TEXAS -- I have made many orders & my regular driver (UPS) always comes to my front porch @ MY HOUSE AS THEY ARE SUPPOSED TO! However, some punk driver left it allegedly down by my gate which is way down from my house. My road was not muddy, UPS has been told several times NOT to do this. However they have a couple of times & I received my pkg & had to go down to the gate, if its after the postman runs, if I do not know it was delivered, it would set out there all night. Wonder what happened. I sometimes have a lot to track! I made this purchase on Dec. 31st, The postman had already brought my mail, so I decided that afternoon to track this pkg. Jan13th (SHOEBUY.COM) It said delivered, I looked on the porch, because that's where they usually are supposed to leave it! If they have one grain of sense & are NOT LAZY! They have been told 2 or 3 times to NEVER leave at the gate unprofessional.

So, I called UPS & guess what, they said they left it @ the gate. So, I go to the gate & usually if they screw up the pkg. is @ least there. Not this time. Now, I do not know if this person left it @ another place, or it was stolen or he took it! For every person that is too LAZY to do their JOB, there are 14 more out there that will. Now today is the Jan 21st. I have no pkg. no refund & still having it out with them. All because SOME IDIOT did NOT want to do their job! So, I am calling them(UPS) everyday,& the place (SHOEBUY. COM) of purchase. If I do not get a refund by Friday, I make a complaint /w the B.B.B. transportation, consumer affairs & every place on this internet! Its more than the money, its the principle of it. DO YOUR DAMN JOBS.

Now, I have called back to speak with a supervisor & it went straight to comments - 1 being worst & 5 being good - guess what # I left on ALL of them & I will keep calling!
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OrlandoJR on 01/23/2014:
So you chose to live in a house with a "long" driveway that is dirt "not muddy" with a gate at the street. Remember, you are not the customer of UPS, the seller and shipper is. UPS has a duty to deliver the package to the address. Your regular driver is nice enough to come all the way up your house, "which is way down from the gate." I would not expect it of a replacement driver or others. If you chose to live in that situation, you should just go "way down" to the gate several times per day and see if the package was delivered.
The other solution is to have a pack and send, mailbox store receive the packages for you.
Paul on 01/23/2014:
I had one experience in 25 years that even begins to approach what you describe. I recall filing a complaint and the driver was spoken to.

However, this was an outlier - in every other case UPS did a fine job.

What kind of a gate is this, and is it left closed?
Shaun on 01/28/2014:
I'm surprise there's not more issues with missing packages with the internet. Pretty easy to pick up an unattended package. This is just something you risk when buying mail order.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Bad Company! Never Again!!!
Posted by on
Rating: 1/51

I placed an order this last Monday 12/09 and had a GUARANTEED 3 day shipping. This package is very important for me and I made sure I will receive it before the day I will be needing it. Every single damn day I check for the status and calling them to make sure there is no delay. Today was supposed to be the day I will be receiving it and I even called making sure it is out for delivery. Come to find out few minutes later, checking the status, that the FIRST ATTEMPT WAS MADE ALREADY, CUSTOMER WAS NOT AVAILABLE. I was like what the hell is happening in this world??? NO KNOCKING, NO DOORBELL???!!! I was home the whole day, anxiously waiting for this delivery. I called the customer service asking them what happened to my package and all they can tell me, IM SORRY WE DON'T KNOW WHY THE DRIVER DIDN'T RING THE DOORBELL. Houses are made with DOORBELLS for a purpose and ANYBODY is more than welcome to use it!!!

Seriously UPS, what kind of employees/drivers do you have? All they have to do is drop off the delivery, ring the bell and AT LEAST WAIT FOR JUST ONE MINUTE TO SEE IF SOMEONE WILL ANSWER THE DOOR. I am very well aware of any noise inside my house and if ever YOU IDIOT UPS DRIVER knock on my door, I WILL HEAR YOU. I mean AT LEAST RING THE DOORBELL if knocking didn't work. I left my lights ON outside, I even parked my car outside just to make sure the driver will know that someone is home. WILL IT REALLY HELP TO LEAVE A NOTE ON MY FRONT DOOR SAYING PLEASE RING THE BELL BECAUSE YOUR IDIOTIC HEAD CANNOT DO YOUR JOB CORRECTLY???!!! They suggested if I can pick it up from the office, I was like " Sure! Why not give me something to do on the day I need my package and make me drive 30 miles away AT MY OWN EXPENSE because its THEIR FAULT why they can't get to their stupid head to KNOCK OR RING THE DOORBELL!" 5 minutes later, "Oh I'm sorry ma'am the office is actually closed on the weekends" OH MY FREAKING **** UPS please DO SOMETHING for heavens sake!!! My first shipment from UPS and I promise you it will be my last.

Any company that deals with UPS shipment will get no business from me whatsoever so I suggest you find other companies that handles delivery well and gives excellent customer service. I will make sure this complaint will not only reach your corporate headquarters but will also have the company I ordered my package from will hear about the inconvenience this has caused me. Good luck with your company, I hope you find a way to get more satisfied customers and better employees.
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nikalseyn on 12/15/2013:
Your mistake was in having UPS deliver the goods. They are unionized and thus have no incentive to do a good job. Better to use FEDEX, which is non-union and thus responsible. Now you know.
Paul on 12/15/2013:
I have used UPS since the 1980s and have had very few issues. I'm sorry you had a bad experience, but UPS is doing very well with its business.

Yes, they will hold a package at the hub in the event you can't be home - that has been their policy for many years. Same is true for no weekend delivery other than Saturday by request, and a fee I assume.
clutzycook on 12/16/2013:
I've used UPS for years too and with the exception of their policy of "drop and run" when it comes to delivering packages, I haven't had too many problems with them. I did have to take a trip out to the hub last week to pick up my husband's gift because it required a signature and I wasn't home at the time, but it was only a minor inconvenience. That said, I think that when it comes to ordering things, especially from places like Amazon, you're pretty much at the mercy of the sender.
tnchuck100 on 12/17/2013:
Problem with delivery is usually a local issue. Even a driver issue. This is true for both FedEx and UPS.

For my location UPS is excellent and FedEx fails miserably.
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Horrible, Disappointing. Never Again.
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- Hi UPS, I don't like being discriminated.

I had my GF's expensive Xmas present sent with you asking for an after 5pm signed delivery because I work downtown during business hours. What did I get? 2 delivery attempts to my apt. before 2pm...

Tried going online to change the delivery time, except that I can only do so without further cost when I sign up for "My choice", so I did..or tried.

It turns out, that as an international student "the verification process" can't be completed, making me ineligible.

That left me with two options, either paying AGAIN to change the delivery (within the same city) to my workplace. OR hold the package and drive myself to get it.

That didn't sound too bad I thought, "there is a UPS store literally 4 blocks away from my house, its perfect". Except not really: for some reason for a delivery of downtown Chicago, UPS is somehow UNABLE to hold packages in ANY of their Chicago locations, except for the Schaumburg location. Which is not even in the same city. In fact, I would have to take a 6 hour trip just to pick this up!

So I tried calling, but I just got same of the same bull: Either pay up, or go through unreasonable hoops to get a package I ALREADY PAID FOR. Oh, and in that conversation: UPS was apparently not responsible for the fact that their subscription system doesn't allow for internationals to sign up for the only program ("My choice") that allows customer to make changes without additional fees. Yea, right.

I ended up paying extra for delivery within the same city because the agent was unable to give me a delivery window smaller than "9am to 6pm" ... which is absurd when your trying to make arrangements for someone else to receive packages on your behalf. NEVER, EVER, giving you my business again if I can help it. I hope you enjoyed those extra dollars you squeezed out of this customer UPS, they will be the last ones you will ever get from me.
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Paul on 12/08/2013:
As I read the complaint, it occurred to me that the complainant is new to UPS, or at least anything other than a delivery without a signature required. UPS has certain procedures, like all companies. UPS, FedEx, USPS etc all have unique policies.

A nice feature of UPS is to have them hold packages at *hubs*. I have done it several times. This is not a "redirect" feature, which is what while in transit choosing (at a cost) sending to a UPS Store (not owned by UPS) or a different address would be. The free way to hold at the hub is to have the package sent to the hub in c/o your name and phone #, with "Hold at hub" written on the package.

UPS does not schedule delivery times to my knowledge. I highly doubt that USPS does that, and I am not aware FedEx does either.

Regarding distance to hub, what is critical is distance from the recipient's address to the hub, which was not stated. In Baltimore (much smaller) I recall a 40 minute ride to the hub. Bottom line is knowing UPS' policies and trying to work within them. Shipping to your business is great if they don't mind personal packages. If you can't be home for hours or have a friend there to wait, and the package needs a sig or you are afraid of theft, the only other options are to send to someone else or use the hub. Next option is use another shipping company.

I use all three of the above companies, depending on my specific needs. USPS is bad for large heavy packages - not their strong suit. FedEx delivers on Saturdays. They are each different.
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StarStarEmpty StarEmpty StarEmpty Star
Lost Package
Posted on
Rating: 2/51
FAIRFAX, VIRGINIA -- The UPS website said that the package was delivered and left at the front door at 1:05pm. I was home at 2 pm and did not see anything near my front door. It was Friday. On Monday I called to the store (6pm) and complained and they returned money. Today a UPS postmen came and ask me sign the paper that I did not receive the package and since now it will be required for me to be home to sign any package I receive from them.
So why did they punish me for those thing? I am wondering if I can complain somewhere else?

As it appeared in one month, the UPS man, delivered the package to the wrong address!! But he did not want to admit it! He decided that the best way to deal with the problem is to show his anger and label me as a liar. He did not want even to leave the textbooks from Amazon near the front door as he usually did. I order a lot of textbooks before every semester (about 20 books) and books usually arrive one by one, I cannot go to the UPS office every time!
So I went to the UPS office and complain to his manager. The manager was really surprise, because he did not order his employee to force me to sign every time. It was the UPS driver's personal initiative.
As I said the package appeared near my door in one month, and was labeled as "delivered to the wrong address", it took one month for the UPS to re-deliver !!! After that I noticed that we have a different UPS driver! Apparently, the previous one was somehow punished for his actions.
And yes, 6 pm store returned money on my debit card without any problem, they just believe me! When I finally received my package I just sent it back to the store, and they were really grateful for that.

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cmthru on 09/25/2013:
I can understand wanting you to sign for future package deliveries only if you have complained numerous times. But if this was a one-time thing then they've gone overboard.

But how did you get a refund if you are the recipient? As far as I know only the shipper can be refunded. Unless you shipped the package to yourself.
trmn8r on 09/26/2013:
Maybe your location is a risky one to leave a package? I had a UPS-delivered package go missing once, and I contacted the shipper. They simply sent a replacement. It was low value though.
ok4now on 09/26/2013:
This recently happened to me also. My street address is 283. UPS delivered it to 238. Their website said delivered. Huh? My alert mailman informed me that my package was sitting outside 238. This was a UPS screw up.
cmthru on 09/26/2013:
Is this discussion about UPS or USPS? Two quite different organizations. UPS does not use 'postmen' or a 'mailman'.
Let me see that, yep, that is my step. on 09/26/2013:
Look for a UPS delivery station around your house. You can pick up your package and sign for it there. To protect himself our UPS guy takes a picture of every package he leaves on a doorstep. I think he must have learned the hard way that not all packages stay on the doorstep till the owner gets home.
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Workers Keeping Information to Themselves. Overcharging for Delivery of Smaller Items
Posted by on
Rating: 2/51
MORTON GROVE, ILLINOIS -- Very dissatisfied.

First off, I had a 3x3x4 package. I walked into the ups store and she took it as I would expected. What I noticed soon after which confused me was she got out a box of her own, which was 7x7x7. I had to wonder was, as the box I had was perfectly fine.

Then she put my small box into this much larger box and looked at me because it was strange to have such a small box in a larger box. She then asked if I wanted peanuts, which of course I would. It was a much smaller box and I didn’t want it thrown around in there. I still had to wonder why she had put it in the bigger box. She had said nothing about it to me.

She gets my information and rings me up to a total of 17 dollars.
I’m shocked at that price, as the box I had was small and the contents light. I then asked her if she needed it in the bigger box, and she said that the shipping label wouldn’t be readable on a smaller one.

I would have honestly gone to the post office way beyond this point if she had come up and told me that she was near doubling the price of shipping out this 1 ¾ inch figurine.
As it is, she already had it packed and ready so I paid the 17 dollars but I am NOT going back there again and I think that’s very rude and just wrong behavior to repack someone’s item without telling them they can’t use their original packaging because of the size of the labels not being able to fit.

I will not be going back there for any packages that are under that 7x7x7 dimensions, as they are far overcharging you for delivering such items.
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