UPS Reviews

Name: UPS
Address: Forest Road, Feltham
Rating: 1.18

1.2 Rating 2,288 Reviews

4 %

of reviewers recommend UPS

Company Reviews

Questions

Metrics

1.2

Based on 2,288 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 13%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1 out of 5
Avg Email Response Time	3.33 minutes

Visit Website

Phone:

08457-877-877

Email:

info@ups.com

Location:

Forest Road
Feltham
TW13 7DY

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115

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They say customer first. It is the first part of their scamming business.”

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Posted 3 years ago

“Not even a star they charged me $11.99 for holding my package and after taking my money they sent that back to the shipper. Nether i got my package nor my money.”

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Posted 3 years ago

“UPS IS A JOKE AND THEY CERTAINLY TAKE THEIR CUSTOMERS AS BIG JOKES! THIS THE SHORTEST WAY I COULD EXPRESS MY FRUSTRATION AFTER MULTIPLE NEGATIVE EXPERIENCES!!! NOT EVEN WORTH 1 STAR!”

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Posted 3 years ago

“First they failed to deliver on the 24 August despite sending notification that the parcel was out for delivery and so I wait in all day. Then they agree to deliver next day to an 'access point.' They failed to deliver because the parcel is on the van or in the depot (depends who you talk to) and it takes an extra day to change delivery address! They forgot about that when they sent the notification saying it would be delivered between 10 and 2pm on the 25 August (I've since discovered that they don't expect to deliver in the time they give you). On 26 August, I do not get a notification but keep checking the tracking information. By this time, I'm not expecting much but at lunch time, it says that the parcel has been delivered to the 'access point' which is in fact a Premier Shop. "Your parcel is at the "access point." You have until 5 September to collect it." So I get in my car and race around. I speak to the shopkeeper who tells me there is no parcel. I contact UPS, which takes 40 minutes because I have to negotiate the automated system that makes you lose the will to live. I shouted my long tracking number out 6 or 7 times (it might have been more), much to the amusement of the locals. I finally speak to someone who puts me through to someone else. I am told to take my phone into the shop presumably so they check that I'm at the right shop. The shopkeeper is trying to run away from me at this point. They man on the other end (I struggled with his accent) then helpfully tells me they haven't delivered yet. Think I got that. After tears of frustration, I return home. The local depot rings me. Someone called Sue tells me the parcel is at the shop now! I have a cuppa and then return. "No parcel," the shopkeeper says, looking worried. I tell him it's not his fault and leave. When I get home, I called the local depot (I have the number now) and Sue tells me that the shop must have lost the parcel! But not to worry, she will send the driver tomorrow (because they will have found it by then?) and get him to ring me. I ask, "What then?" "We will see!!!!!" Anyone want to bet on me getting this parcel? It's enough to put you off online shopping.”

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Posted 3 years ago

“Not even worth 1 star. I sent a dishwasher from the UK to Germany, packaged securely on a pallet in February 2021. The dishwasher arrived at my customer's address with the pallet removed, the packaging wet and the dishwasher damaged. It was delivered by a bike courier - can anyone imagine balancing a dishwasher on a bike? No, I couldn't believe it either. It had obviously been dropped. It then took UPS 6 months to return the damaged machine to me and despite me paying an additional fee for insurance they are refusing to pay me anything for the damage, or the 6 months delay. Worst customer service I have ever received. UPS has cost me £1000. Don't use them!”

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Posted 3 years ago

“Cant believe these guys exist, no promised phone calls, no urgency, lost parcels, drivers asking for cash for delivery”

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Posted 3 years ago

“I sent some models for a big exhibition on the 8th of september and was supposed to arrive on the 11th of august. After that they kept rescheduling the delivery. The package has been in the right city for 15 days now but when I ask to deliver it the same day because I've been waiting long enough and because the last day of the exhibition was today, they couldn't offer me any solution! Living in another country, I'm currently not able to pick up my package to deliver it myself so I'm just gonna lose a big opportunity to show my work at the exhibition. THANK YOU UPS!”

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Posted 3 years ago

“Shocking under every aspect. Booked a shipment to move some boxes containing personal belongings, from Italy to the UK. We lost 3 weeks with daily emails where the brokerage team was asking for the same (wrong) questions over and over again (and I was answering over and over again). They even attempted 3 times to make me present a tax relief form to HMRC when I clearly specified that the form in question wasn't applicable to me - when I contacted HMRC they - obviously - confirmed. This costed me daily multiple calls to UPS when nobody was helpful (or willing to help) or they were pretending to help and then disappearing or hanging up while speaking. Answers via email were non existent (I received emails just to ask over and over again wrong questions, as stated, ignoring everything else I was asking). Once the package has been cleared from customs, they tried to deliver the package various times, never letting me know the day of delivery (when tracking, was showing "come back for more information on delivery") or coming on the agreed day but out of the agreed times (shall I stay home all day to wait for my package just in case???). There is a mistake on the calculation of taxes - duties to pay, a UPS person finally gave me the right amount and they keep leaving their website not updated with the new (lower) amount and they fail to provide any help via phone, ignore my emails. They clearly don't talk to each other or write anything on your file, every time I call nobody knows anything about my case or what other at UPS did or said about my case. It has been 25 days now since the collection of my parcel. I am getting legal support now as they are keeping my parcel illegally in their hub without leaving me any option to pay but an extortionate amount (£300 vs £ 78 I really owe) that, if paid, I'll never be refunded for of course. I can prove everything I say, I requested to record each call and I have million of emails that show their incompetence and incredibly poor customer service. This company is a true scam, AVOID AVOID AVOID!!!!!!!!”

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Posted 3 years ago

“Why does UPS not ring the doorbell? I am home most of the day. In the day and age of porch pirates, being notified by my own doorbell that there is a delivery may prevent that!”

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Posted 3 years ago

“UPS Pakistan has the worst customer service as well as courier service. Avoid.”

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Posted 3 years ago

“The con's outweigh the pro's for me The con's outweigh the pro's for me. The online process of ordering a parcel collection was easy enough (Did so through 'Parcel Hero'). But when UPS did not show up (after waiting around ALL day), I could not contact a real person. It took me several attempts to get through by phone, (we ended up having to stay home Saturday as well). They admitted the problem right away, giving a believable excuse, but at the very least, someone could have rang us or texted (they had my number!) to keep us informed. There is more(!!), but for brevity's sake... Very poor service at over £30.00 cost to me.”

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Posted 3 years ago

“I have a small business and have used UPS for shipping my items to my customers since 1999 with no problems. In fact, not once in 20 years did I have a customer complain that their package arrived damaged by UPS. Then suddenly a year or so ago I began getting calls from customers that their delivery arrived damaged or broken. Since then dozens of customers have complained that their order arrived damaged. What happened? Why all of a sudden did things change? I can no longer afford to use UPS for shipping and delivering my products. They have become an unrelaible shipping service that is costing me money.”

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Posted 3 years ago

“UK. Feltham (west London). Langley route. Courier is a lier. Putting updates in that are not true. Stating customer refused delivery. They are unable to deliver to a house nor to UPS collection point. Customer service only sends emails to warehouse which don't give a flying F anyways. The company is a joke. If I ever see a online shop shipping product using UPS I won't buy from them.”

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Posted 3 years ago

“UPS UK are the worst! They constantly reschedule deliveries at last minute, delay deliveries, so many other carrier companies are coping better with backlogs or 'brexit complications' they use any excuse. Even Royal Mail are better, and that's an achievement. I will never again order from a company that uses UPS.”

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Posted 3 years ago

“I recently moved to a new condominium - the condo is new (part of the building is still being finished). I needed a broom for my new apartment and ordered one online. I ordered several items actually. They were all set to arrive 4 days prior to today. The other items arrived when they were supposed to. The broom has not. The only difference between the other items and my broom is that UPS is responsible for it's delivery. My condo, like many, has a package drop-off. It is an automated locker system where delivery companies leave packages. The automation notifies the tenants of the delivery. Then we punch in a code and receive our packages. FedEx, Amazon, AND USPS have all seemed to have discovered the hidden location of my package center. "Hidden" meaning directly next to the leasing office, which is on the corner of the street. The package center has a sign on the wall next to it that says, "PACKAGE/DELIVERY DROP OFF". That sign is illuminated and visible from the street. As I stated, everyone else has seemed to have found it. I can not tell you anymore information as I have no way of communicating with the driver. I only know what he/she is reporting: "delivery attempted - unable to deliver". I have received that message each night of the last 4 attempts. Each time I receive the message I call UPS, speak to someone and ask them to inform the driver that there is a package drop-off location that is currently functioning and available. Each consecutive day I am given the same message. Also, each time I call, I am connected with a person who repeats to me exactly what the automated message already says. The person on the phone assures me that the driver will be notified and that I will be given a call that night or the following day before delivery. I have never been contacted. The driver, I am being favorable here, doesn't seem to get the message. The night of writing this review, I was for some strange reason unable to track the package and get an ETA of delivery like I have before. This is curious. As a former employee of UPS I know that package tracking is something taken quite seriously (to control theft and loss of packages). So I was intrigued and decided to wait for the driver to arrive. Usually commercial stops are performed first of the day and residential is at the end. So I waited until around 5pm (the time the package was recorded as 'attempted' in the past). No driver. No attempt. No email. I am more intrigued. Now I am curious as to where the driver even is. I wait the rest of the day in a common area that has windows to the street, and I watch. A UPS truck shows up around 9-ish (pm obviously). I am actually kind of happy I finally get to pick up the package and speak with the driver about the difficulties with the delivery. He/she pulls into the parking garage - on the other side of the building (opposite side of the package delivery room). He/She gets out and walks over to a door that would lead you into the common area of the apartment and attempts to open a door that is ALWAYS locked (it is a security door with a card swipe access). The driver turns on heels and gets back in the truck. I hurry down the hallway hoping to catch the driver, but by the time I get to the same door, he/she drives off. I walk back to my apartment, now quite upset. Before I can get into my unit I receive another message: "Delivery attempt - Unable to deliver". I write this letter, absent of profanity, as calmly as I am able, hoping that someone reads this favorably. Whether they be someone in UPS that can solve the problem, or someone researching UPS to understand how badly this company can/does function at this time. Regardless, this is the only avenue I have left to report a completely delinquent service provider. I have attempted avenues within the company and that proved less than pointless. Now I will put this review on any site that will allow it. At least this, I am told, is supposed to be therapeutic. I am actually feeling like I am calling for help in a cave.”

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Posted 3 years ago

“I cannot be bothered to write everything , I’ll keep it short . I ordered an iPad from Amazon U.K. , to be sent to France ( seems better idea as I live in U.K. so any problems it’s easier to return ). IPad arrived in France fine . Delivery driver apparently tried to deliver on Friday 4 th Aug, but couldn’t find my mum’s address. Ok -it’s a bit unusual as no house numbers etc but here in rural mountains it’s pretty normal . Other delivery companies carry phones and call - residents go and meet them or give directions . Saturday I rang UPS and chose a delivery point. I did ask about calling - their drivers can’t as not issued with work phones . Since then UPS have been nothing but incompetent. On three occasions the advice had been it will be delivered by end of day , but no show . Tracking shows it’s done literally thousands of miles being taken around France - last update shows it’s 480 miles away ( about 780km). I contacted Amazon on a few days ago as calling was so stressful . You couldn’t write this stuff without it seeming far fetched. I had no choice about the delivery company . An Amazon rep is chasing it now , I’ll get my money back if needed so I’m not stressing. I’m utterly amazed at how incompetent UPS can be . I am still waiting for iPad to be delivered to the same location I chose nearly a week ago.. My advice : NEVER USE UPS …”

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Posted 3 years ago

“Like clockwork UPS has once again demonstrated severe incompetence. My immigration lawyers shipped a visa approval notice which I need for an interview at the US consulate. It was shipped via UPS on July 26th with a promised delivery date of August 4th. My interview is August 23. It didn't get delivered August 4th. A week later I started calling and after several calls that each went nowhere they told me they lost the package. What. The. Actual. F***! My lawyers thankfully had a copy... But it's not an original document so I hope the consulate won't have a problem with it. I've never experienced this level of terrible service before. Oh wait... Yes I have... From UPS when I made the mistake of selecting them to deliver an Amazon package and got it 4 months later. Terrible company run by incompetence and apathy. Steer clear. Use FedEx.”

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Posted 3 years ago

“The tracking system is terrible. The phone automated system is awful. Do not use UPS.”

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Posted 3 years ago

“I wish you could write a review without having to give a star. This one star rating is so far above and beyond what they deserve. Firstly, it cost nearly €75 to get a usb key shipped from Brussels to Cork in Ireland, for that sort of cost for that size and weight package you would expect it to arrive quickly and without fuss. UPS received the package @ 12:50pm on 28/07/2021 and I am sitting here writing this on 12/08/2021, late afternoon, just off the phone with UPS and still haven’t received the delivery. That’s over 2 weeks. So believe it or not this is the short version, A week after the order I logged in using the tracking number to see where the package was as I had expected it before then. The tracking said it had been delivered and signed by someone called Liam. This was a problem as no Liam worked for my company. I called to each of the neighbouring companies to see if they had signed for it, for some reason, but nobody had. I called UPS to get an automated message and entered my tracking number, to my surprise I was told it was on the way which contracted the online system. I contacted the supplier and they checked and told me it was showing on their UPS log in that ‘the address is incomplete and that they were attempting to update the address”. I confirmed the address was correct and they contacted UPS. At the same time, I continued to try and contact UPS, I had to sign up to an account I didn’t want just to get more details online only to find I needed an InfoNotice number to change so that I could collect it from the depot. Of course, this wasn’t possible because I didn’t have an InfoNotice number. I followed up with an email to UPS and telephoned. I eventually got to speak to a human as opposed to an automated message. When I did I was told that they did try to deliver it but the driver couldn’t find us. This is despite the fact the address did include the Eircode and according to the online tracking it was delivered. I gave the details again and was told it would be delivered the next day. The following morning, I got a reply to my email apologising and saying that the package would be delivered before the end of that day and that the automated message was because the tracking number was reused which was seemed strange to me as they hadn’t even delivered my package yet so why would they reuse the number. However surely now I was going to receive it, after all the supplier had confirmed the address and Eircode, I spoke to a customer service representative and I had an email confirmation. Two days later no delivery. Frustrated I logged in again online to find it saying only that the address change was confirmed, again strangely enough this was after it said it was delivered. I am not sure how they can say it was delivered then say address change confirmed and then waiting for delivery again. I called UPS again and deliberately answered the questions wrong so I could get to speak to someone. So finally, I should be able to get my package as all I had to do was ask the person to arrange for me to collect it from the depot. Oh boy was I wrong. I asked could I just arrange to have it collected from the depot only to be told that they would need to raise an investigation and that they would send me an email straight away and to follow the instruction on that. I asked again can I not simply collect it and was told that I would receive the email straight away and to follow that. I asked can they confirm it was in the depot only to be told yet again they must raise an investigation I was very careful calling out the email and spelled it slowly letter by letter. Two hours later no email. Trying my best to stay calm and professional and called them again. This time I was asked why did I want to raise and investigation? I tried again and told them all I want to do at this stage was drive the 2 miles to the depot and collect the package as the delivery was now extremely urgent as it was delaying the completion of a project for a client. I was then asked was I the shipper? as it is the shipper who needs to raise the investigation. I repeated, albeit at this point with the calm professional exterior beginning to slip, that I just wanted to collect the package and that I hadn’t said anything about an investigation and that it was the representative only an hour earlier said they were sending the investigation link to me to fill out. Now I was been told I needed to contact the shipper for them to raise an investigation. How on earth are these amateurs one of the largest couriers in the world.”

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Posted 3 years ago

“No attempt at delivery, delivered to shop who was still using Covid as an excuse not to open after complaints made he refused to give me the parcel, i therefore asked seller for a refund awful experience do not ever wish to use again. Customer Services based in Guatemala.”

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Posted 3 years ago

UPS is rated 1.2 based on 2,288 reviews