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UPS Reviews

1.2 Rating 1,946 Reviews

4 %

of reviewers recommend UPS

Company Reviews

1.2

Based on 1,946 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

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Phone:

08457-877-877

Email:

info@ups.com

Location:

Forest Road
Feltham
TW13 7DY

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UPS 1 star review on 21st May 2024

UPS 1 star review on 3rd May 2024

UPS 1 star review on 23rd March 2024

UPS 1 star review on 31st December 2023

UPS 1 star review on 31st December 2023

UPS 1 star review on 17th December 2023

UPS 1 star review on 17th December 2023

68

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“the stupidest custom journey for updating your package delivery. My package was ordered to be delivered on a pickup point that I know is still active. UPS sends me an email stating that they have to change the address as the pickup point was supposed to be closed. I need to create an account, had 2 glitches during the process of making that account, spending 10 minutes setting up this account. I get to a page that states verify email, which auto refreshes to another page. In the meantime i get a verification code that i can never use. When finally loggin in into my activated account, i get a message that due to technical issues, the page is not available. You have 560.000 employees, how is it possible that nobody checks one of your most vital operational processes if everything works as expected?”

Posted 7 months ago

“boycott this company, do not hive them your merchendise, money nor time. worst delivery system in the us. worst customer service in the world. very deserving of all the one star ratings. the day they close the doors for good the better the shipping world be”

Posted 7 months ago

“If there was a zero rating I would give zero!!! They don’t care about timelines, collections and eventually lose the parcels you send!!! And no one can tell you what is going on!!!!”

Posted 7 months ago

“We asked for the access code to enter the store after hours several times for the past 2 months. Finally they gave us but it does not work. We returned to the store to ask for a new code, they always said it would have to be released by their GM. Viciky. Viciky has never replied our requests and never called us back. We are very disappointed with the services and Viciky's attitude.”

Posted 7 months ago

“I have never been so angry. Out of 3 packages none arrived. Worst thing I was calling on a DAILY basis. I got many apologizes but STILL the company did as they pleased. I will never use UPS again privately or for business. No matter how nice the customer service operator is, they lied, didn't do their job or ignore problems. 2 weeks wasted, my last weekend of vacation lost on being stuck at home waiting for packages. I get no updates or calls. This is not about 1 package but all 3 get treated that way!”

Posted 7 months ago

“Simply the worst and most inefficient company I have ever had the displeasure of dealing with. Their deliveries to my shop have been just appalling and I now have an ongoing dispute with them over money that they owe me amounting to some £5,000. I wouldn't mind but they drew this to my attention and asked me to put in a claim on headed paper which I duly did - a month ago!! I contact them daily but get absolutely nowhere because basically no one knows their left from their right. Meanwhile I was forced to set up a direct debit with them to cover Duty and VAT on my deliveries because they were not accepting my payments by debit card anymore. So today I have been asked for another £1,300 for a duty and VAT on a delivery that I have been waiting for but have been told that because of the amount of the charge it can't be done by direct debit so they need me to pay by debit card - from exactly the same account!! You really couldn't make it up. If I had my way I would never ever deal with them again - DHL and DPD are way more efficient and defer all the VAT so I get my deliveries on time and without hassle. Unfortunately my German suppliers don't seem to want to change carriers but I am so fed up with them I may just not place orders any more. I am now going to instruct my solicitor in an attempt to get my £5,000 refunded so watch this space !!”

Posted 7 months ago

“Do not use UPS! They don't respond to the emails , package was not delivered . Wasted so much time trying to speak to someone from ups but unsuccessful”

Posted 7 months ago

“I use to trust UPS to deliver whatever package I need to be delivered but not after my most recent missing package. I can't see how a package weighing 10+ pounds disapper in mid air! This my second such incident but thinking after a 2 year break things would have changed CERTAINLY NOT. I know they stole that package somebody got a slight smell of that good Jamaican seasoning..opened the package and saw a box full of GOLD and stole it!! This package was very personal to me and meant alot that the recipient received it. Unnu too WICKED and God don't like ugly! For the person or person that stole it eat your dalmatian, choke on that jerk seasoning and snacks and the other items in there! If you're thinking of using UPS save yourself the heartache DON'T DO IT!!! find another company to ship with.”

Posted 7 months ago

“I would like to express my immense dissatisfaction with the handling of a recent incident involving the loss of my package. The series of events that have unfolded during this process have compelled me to take action, and I feel it is necessary to provide this feedback. My package went missing in early July, and it was not until the end of July that UPS acknowledged the loss. Following this acknowledgment, I initiated the claims process, providing all required evidence, including the necessary insurance documentation. The item in question held a significant value of £2700. From mid-August onward, I have engaged in a prolonged exchange of emails with representatives from their claims department. While they verbally committed to providing full compensation for my loss, their actions have not aligned with their words. As of today, which is nearing October, I have not received a single payment. Repeatedly, I have been told that my compensation is being processed, yet there has been no tangible progress. It is evident that there is a lack of genuine commitment to resolving this matter promptly and fairly. From my perspective, it appears evident that UPS has no intention of making a payment and is simply stringing me along. In the course of this frustrating ordeal, I sought assistance from their phone support agents, and their reactions were telling. Each agent expressed shock at the way UPS has handled my case. Some even whispered advice to consider pursuing legal action, given the clear and undeniable abuse of my time and trust by UPS. Regrettably, I find myself left with no alternative. Today, I am taking the step of initiating legal action against UPS. This decision is not taken lightly but is necessitated by the level of mistreatment, abuse and time wasted that I have endured throughout this process. It is an action I owe to myself, and it is my hope that it serves as a catalyst for reflection within UPS regarding its customer service and claims resolution procedures. I implored UPS to thoroughly reconsider its approach to resolving such cases. No customer should endure the protracted ordeal that I have faced simply to receive what is rightfully owed. My faith in UPS has been severely shaken, and I sincerely hope that my feedback contributes to a reevaluation of the company's practices. Tracking number for the world to watch: 1Z5TZ5R0D926721035 Update: 28/09/2023 (12:41) To the UPS agent mentioned below, I have just sent you the requested information via email. I intend to keep a meticulous record of every development from this point forward within this review. It is imperative that the world becomes aware of the blatant mistreatment and abuse I am enduring at the hands of UPS. Update: 29/09/2023 (09:46) Today I received the following response from the CLAIM TEAM. "Hi, Thank you for your email, in this case if you will proceed with legal actions we will have to suspend the claim and no actions will be taken until the legal actions are over. As you will initiate legal actions no further contact is needed with the claims department. " Have you observed the arrogance and the attempts to intimidate me, discouraging me from seeking legal advice? The audacity of these individuals is remarkable. This situation has been drawn out for months without apparent justification. The saga persists, and I am determined to proceed with my legal proceedings.”

Posted 7 months ago

“This is the final version of a review I originally wrote on 8 September. I bought a second-hand printed item from Europe in August, and UPS have behaved disgracefully over their failure to deliver it. First they gave me no information about the delivery; then when I rang up I received inaccurate information from someone who did not understand what I was asking; then I received inaccurate information via the UPS website (which told me the package would be delivered on a certain date – it was not – then said it would be delivered the next day – it was not). I requested more information by e-mail, twice, and finally received a call from someone who told me that the package had been held pending the payment of custom duties and a fee. This was the first I had heard of this. There should not have been any duties on this item, as the import of printed matter is not taxable. UPS tried to extort this money from me, and also from the sender. At this point the sender requested the return of the item. After this was achieved, UPS continued to attempt to extort the "customs" duties and fee, first from me and then from the sender, despite the duty not being due, and the package having been returned (so not imported). They harassed the bookseller who had sent the item, and intimidated him, until he paid the fee (which amounted to nearly 300 Euros). I complained about this process throughout, stating my case and asking UPS to waive the charges and stop harassing the bookseller. But they replied with bland formulae (like those they use to answer these Trustpilot reviews) and refused to help, insisting that the duty and fee were due. And they insisted that if any refund were to be claimed it had to be done by the sender (the bookseller), who wanted nothing more to do with UPS after this experience. I asked them to sort it out. But they said there was nothing they could do. I have now re-imbursed the sender the cost of the "duty" and fee because it was not fair that he should have paid it, having been bullied into doing so, and to letting the matter drop, by UPS. This is quite outrageous. UPS has made 300 Euros out of an innocent victim, whose only mistake was to use UPS in the first place. They have their money and are satisfied. But I am not, and I would like to make public how appallingly UPS have behaved. DO NOT USE UPS! And do not believe their bland statements that "This is not the experience that we want you to have". They do not care for their customers and the only thing that will move them is if they start to lose income through a loss of reputation. So, I would say, DO NOT USE UPS, and pass this message on, and encourage everyone you know to repeat the message: DO NOT USE UPS.”

Posted 7 months ago

“The Ups store on Trumbull Ave in Girard Ohio is wonderful. Jason , who works the counter is fabulous!! He is funny, very friendly, patient and goes above and beyond to try to help you. This is about 4th time he waited on me and helped me with label issues. One time he was helping me, calling another site for me and helping the next customer. Awesome employee!! All times I was returning packages. He's quick, sharp and smart. He knows his job!! 10 stars for Jason.”

Posted 7 months ago

“Appalling delivery service and appalling customer service ! Ordered from a company paid £85 for delivery from UPS which stated delivery next day 10 items ordered 9 out of the 10 arrived my husband had to take the items of the lorry as the driver seem to be incapable of doing his job gave us the delivery note thankfully we opened whilst he was present every item there minus 1 item which just so happens to be the one item that cost £1500 immediately I phone ups to ask where this item is as it’s shown on the delivery note but is not here I’m told there is a delay it will be there tomorrow which would be Saturday phone again today to be told I don’t know when it’s going to be delivered could not understand a single word the lady was saying because she just kept repeating herself not giving an explanation for the shambles !!!! They never informed us there was a delay and havnt informed the company we ordered from there was a delay or even that the item had been separated ! I will be surprised if I even receive this item from UPS because they seem to have no clue on how to runs. Company or communicate with customers !!!”

Posted 8 months ago

“I have sent my mother's passport using UPS with a guaranteed delivery of 1-3 days. It's 9 days past that time now. The UPS still can't confirm to me if the parcel left the UK. I have never dealt with such an incompetent, neglectful and disrespectful service! My mother missed her doctors appointment she was waiting for months and also currently missing her work. She won't be paid for any of the absence from work! She also missed her flight which obviously cost money. Don't use UPS! Absolutely outrages. I have advised 2 places of my work to stop using their services, we always had problems with them in the past. So they will be using 2 substantial contracts.”

Posted 8 months ago

“I was waiting at my place the whole time, and the driver never even tried to deliver. UPS is even using the worst chat robot. I've waited 10 minutes to chat with a customer service person, then it says it only deals with the parcel in the US. Then I waited another 10 minutes to speak with a human being, then the line got cut off and the line did not allow me to dial back again. Seriously, a lying delivery person, a helpless live chat, and an impossible customer representative. How on earth i can actually receive my parcel????????!!!!!!”

Posted 8 months ago

“Absolutely awful service! Customer service department not helpful kept me holding for well over an hour and no resolution about my parcel delivery. My package was left at a store which isn’t even open!!!!”

Posted 8 months ago

“Price second to none delivery bang on estimated time tracking brilliant followed it day by day to the center of Germany can't fault this service driver who collected my parcel can't praise him enough this company I rate 10 out of 10”

Posted 8 months ago

“Paid $82.80 for a birthday cake to be delivered to Myrtle Beach, SC for my daughter who was staying there for 4 days. UPS claimed that the package could not be delivered because of missing Apt Number. At no time did they let me know, or even send a notification on line while I was tracking. Spoke with a rep earlier who told me that the package will be delivered today after the Apt. # was added. Same address, no change in address or required a change enroute. Just received a noticed that package will be delivered on Monday September 11 after the people are back in their home state. Request my money back and was told that could not be done because the address was incomplete. My warning to all you out there, do not use UPS unless you want to be disappointed. My biggest mistake every. Use USPS or Fed Ex. Worst experience. Customer service was of no help. Just rehearsing her lines. They even removed the survey after the call ended, stating it was unavailable. Go figure. If I could give no STAR I would but that is not an option.”

Posted 8 months ago

“After my earlier complaint about UPS, I would like to draw it to public attention that they are STILL trying to extort money from a bookseller in Europe for bogus customs charges on a package which they failed to deliver to me. He is being harassed by UPS! This is outrageous and, despite my complaints, the company is doing nothing about it. DO NOT USE UPS TO SEND MAIL ABROAD!”

Posted 8 months ago

“UPS ABANDONMENT SCAM – Buyer beware! I used UPS Germany for years as a satisfied corporate customer. I used UPS twice in the UK to send parcels to foreign shores. UPS prepared to scam me on the first occasion and actually scammed me on the second delivery using their ABANDONMENT SCAM. Read on to find out how and decide for yourself if you still feel that you can trust UPS as a private customer for parcels going overseas. PREPARATION TO EXECUTE THE ABANDONMENT SCAM: The first parcel had reached its destination country on time, but there appeared to be no further progress, the online status update showed “Warehouse scan & location” for 4 days running. I called UPS and was told that the “CUSTOMS INVOICES WERE MISSING”. I had attached them securely inside a UPS pouch made just for that purpose, but I thought little about it and sent UPS PDF copies via email. Imagine how surprised I was when UPS queried one item by sending a copy of the Customs Invoice that I had attached to the parcel, which was clearly identified by the original date next to my signature! Because I wanted to have the parcel delivered ASAP, I let it pass. The parcel was finally delivered within 15 business days, instead of an Express Delivery within 5 days that I had paid for. Why did UPS never contact me to advise of the missing Customs Invoices? Read on and all will become rather apparent. PREPARATION AND EXECUTION OF THE ABANDONMENT SCAM: Two years on I recently tried UPS again for a parcel going to the same destination. WHAT A NIGHTMARE! The parcel had reached the destination country on time, but there appeared to be no further progress, the online status update showed “Warehouse scan & location” for 3 days running. The recipient of the parcel called UPS locally and was told that the “CUSTOMS INVOICES WERE ILLEGIBLE”. This appeared to be rather odd as the Customs Invoice had been completed by myself online using a keyboard and not handwriting, it was then emailed to me in PDF format by UPS in order to attach 4 signed copies of it to the parcel. On the same day, the receiver emailed UPS the PDF file UPS had sent to me during the ordering process. As the online status update still showed “Warehouse scan & location” 5 days later, the recipient called UPS and was told that UPS would now expedite this issue. On the next day, the recipient called UPS and was told again about the “Customs Invoice being illegible”, that an authorisation was needed to import certain items (such as chocolate bars), and that a letter had to be written to the authorities, and that the parcel would be tagged as abandoned in a matter of 3 days if the issues were not resolved by then. You probably can guess the rest: yes, despite having contacted UPS daily and having provided all the information as and when requested, UPS tagged the parcel as abandoned 3 days later and advised that a penalty payment equalling 2 weeks of local wages was now payable before the parcel could be released. One has to seriously question why UPS never advised the recipient that additional information was required WITHOUT the recipient having contacted them each time in the first place. Why did UPS choose to remain stumm for all these days? The answer is obvious: UPS has identified a nice little earner and scammed the recipient out of 2 weeks of wages by using obvious delaying tactics. SHAME ON YOU UPS! NEVER EVER WILL I USE YOU AGAIN and I hope that readers of this review will do the same, VOTE WITH THEIR FEET as far as UPS is concerned. Instead of 7 days, it took UPS 38 days to deliver the parcel, and for that shameful service, they levied a hefty penalty charge too. With 91% of Trustpilot Reviews in Germany giving UPS just 1 star, it is obvious that UPS DOES NOT PROVIDE PRIVATE CUSTOMERS WITH A SERVICE FIT FOR PURPOSE! SHAME ON YOU UPS!”

Posted 8 months ago

“I bought a second-hand printed item from Europe, and the import was fraught with trouble. First UPS gave me no information about the delivery; then when I rang up I received inaccurate information from someone who did not understand what I was asking; then I received inaccurate information via the UPS website (which told me the package would be delivered on a certain date -- it was not -- then said it would be delivered the next day -- it was not). I requested more information by e-mail, twice, and finally received a call from someone who told me that the package had been held pending the payment of custom duties and a fee. This was the first I had heard of this. There should have been no duties on this item, as the import of printed matter is not taxable. UPS tried to extort this money from me, and also from the sender. At this point the sender requested the return of the item. This took a long time, but has now been achieved. I had further responses from customer services which showed that they did not understand what I was complaining about and, although they tried to get the customs charges waived, this failed and I am continuing to receive demands for payment, despite the printed item having now been returned to the sender (and sent to me quickly and without problems by another courier). Overall UPS seem to have messed up every stage of the transaction, and customer-services were unable to help or fully understand the problem. I would not recommend UPS to anyone, especially if sending goods internationally.”

Posted 8 months ago

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UPS is rated 1.2 based on 1,946 reviews