UPS Reviews

Name: UPS
Address: Forest Road, Feltham
Rating: 1.19

1.2 Rating 2,358 Reviews

4 %

of reviewers recommend UPS

Company Reviews

Questions

Metrics

1.2

Based on 2,358 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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UPS 1 star review on 19th September 2025

Chiranjibee Sangroula

UPS 1 star review on 12th September 2025

119

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

“After 2 weeks and numerous delivery dates which failed to materialise I am still waiting for my parcel. I have sent dozens of emails to UPS all of which remain unanswered, every time I ring Customer services I am told it will be delivered on the same day. The worst customer service I have ever encountered, constantly lied to or ignored, a disgraceful way to treat paying customers- avoid at all costs.”

Helpful Report

Posted 4 years ago

“AVOID at all costs!! I have never felt the urge to leave a bad review until now. Usually I am quite patient as I know that these are challenging times for both businesses and individuals. After 7 weeks, my "express" shipping parcel, which cost me 150£ for shipping, is still stuck in customs. I have been ignored by both UPS customer service as well as UPS Customs. They either ignore my calls or just hang up as soon as they pick up. SO unprofessional. And the best thing is, that I am being charged a fee of 1.50£ pounds a day, for my parcel being stored at their premises, while they experience delays with Clearing parcel through customs. So far I am charged an additional 70£ for a parcel that should have been delivered to me 6 weeks ago. I honestly don't know what to say anymore.”

Helpful Report

Posted 4 years ago

“What an absolute shambles of a company. A wrist watch I have owned for 2 years was sent to the German manufacturer in Germany last November as it needed a repair under the warranty. The repaired watch was despatched by UPS from Frankfurt on 27/1. On 29/1 it arrived at Castle Donnington in the UK and was marked as out for delivery between 08:00 and 12:45. Then . . . . Nothing. Until 11/2 when the status was updated as 'clearing customs'. I have today (15/2) received an email asking me for various technical details of my 'import' and for every day they hold my watch, they will charge me £13. Nobody answers the phone - in fact the last time I tried I was on hold for nearly 90 minutes before being cut off. My watch . . .MY WATCH, is valued at £1200 and they are not only refusing to deliver it back to me - they are actually demanding I pay THEM for keeping it. I cannot even begin to describe how angry I am. I am (yet again) on hold and have wasted half a day of work in trying to get them to send me my OWN watch back to me.”

Helpful Report

Posted 4 years ago

“When I was checking out, I typed my PayPal in but it then took me back as I hadn't filled a slot in. I typed my PayPal again and it still didn't work. Guess what? It charged me TWICE for something I wasn't getting! I've called their "customer service" 3 TIMES and they always use this same excuse, "Your money will be automatically refunded in 10 days". Mate I've been waiting about a month for the refund of £122 which we NEED during this crisis. Absolutely Garbage.”

Helpful Report

Posted 4 years ago

“UPS are the worst delivery service ever, and using Brexit as an excuse to not being able to clear back log of orders. They keep taking orders without fulfilling current delivery backlog. I ordered 2 parcels from Italy both shipped UPS Express - 1 shipped on the 4.2.21 arrived 5.2.21 at Stansted cleared customs agency - 2nd shipped on the 9.2.21 arrived 10.02.21 at Stansted - both cleared customs. Have I received any of them yet NO!! rang waited in a queue for 20 mins and then was hung up on. Very frustrating and will be contacting the Company who shipped these - to ask to use another courier service. Not sure how many clearing agencies it takes to release a parcel/s from UPS. UPS you deserve the worst badge for failure of delivery on time and custom service care follow through.”

Helpful Report

Posted 4 years ago

“I wish there was a zero star rating ,excuse after excuse using Brexit as there scapegoat ,my parcel come from Germany and was in uk within 2 days .they had a short delay there but was only 50 mins ,so its been sitting in Stanford le hope now since 29/01/21 and here we are again today still waiting todays date 15/02/21,never get reply from them complaint after complaint they say we get back to you within 24hrs got ref number so 6 days later still waiting .I think they have stolen my parcel worth 3k im now going down root to get refund from my sender .”

Helpful Report

Posted 4 years ago

“Worst customer service. They are not helpful at all and I haven't received my item. I keep calling them every day for the last two weeks because they already delayed 3 months an item I bought and every single time they are saying you will get the item today”

Helpful Report

Posted 4 years ago

“I would like to share a terrible experience that I am having with the customer service and tracking updates with @UPS_UK to deliver my parcel to Italy. The customer service is terrible and they do not reply to my emails. I am so frustrated as a customer. They’re tracking updates is almost untrustworthy as they do not provide accurate information or what is the actual issue, due to brexit disruptions there’s an on going delay. However, my parcel has been sent since the 22nd of January and they still haven’t delivered to Italy. They claim it to be due to no invoice or customs charge service wouldn’t send my parcel. But I have evidence and photos of invoice provided to the courier and attached to the package. The worse part is the way they treat the customers, I have cried over the phone to them and created this account just to share my immense frustration. I will be taking legal action and reporting them to the FOS as this has caused me financial loss and stress. I am also pregnant and there was no empathy or customer service provided from ups to me.”

Helpful Report

Posted 4 years ago

“10 days and still waiting for delivery. Schedule initially predicted the 9th and still waiting 5 days later. When I phone up, it's impossible to get any customer service. Online tracking just as rubbish. Wish I could give 0 stars. My heart sinks whenever UPS shows up as courier.”

Helpful Report

Posted 4 years ago

“Poor customer relations, poor communication skills, no clarity on online tracking. Telephone operators with very little knowledge”

Helpful Report

Posted 4 years ago

“UPS driver delivered my parcel to UPS collection shop instead to my home address. UPS did not inform me about it! They do it all the time to make it easy for themselves. I called UPS Customer Service, was promised delivery to my home address, still waiting! THE WORST COURIER OUT THERE.”

Helpful Report

Posted 4 years ago

“Ordered an item over £85 in value for health reasons and never received it. All they do is put back the delivery date. Their customer service is also useless, based in south Asia and takes about an hour to talk to them, at the end of which nothing happens and the problem remains unresolved. Very unhappy with their service and next time I when I am ordering something, I will make sure they are not using this shipping company.”

Helpful Report

Posted 4 years ago

“If I could give them I minus zero rating I would! They are absolutely shocking!! Been waiting for my goods for over a month. These are goods that are essential for me to be able to run my business and because of this incapable company I have lost out on money! Money that I needed to survive during Covid times! They send daily emails telling me that my parcel will be arriving, I wait for it and it never arrives, call customer services and they promise me they will call me back and that doesn’t happen! Now they’ve decided to ‘lose’ the parcel within their depot where it has been sat for over a week! I have begged them to let me come and collect it even but they won’t allow that either! I have never had such a negative experience like this before with any other company in my life! They pretend their depots don’t have phones and so they can’t call them but can’t only send an internship email! What a load of rubbish! I have had enough! I WANT MY PARCEL!”

Helpful Report

Posted 4 years ago

“Disgraceful, I have had very similar problems to other reviewers. My parcel arrived from Italy in Lincoln on 11 Feb, I paid customs invoice on 9 Feb, the tracking just keeps saying delivery attempted and failed but no one has come to the door as I have been in the times they say they came! I tried calling UPS INCLUDING local depot but no one answers the phone. I think there is a problem between PayPal and UPS as I think my problem is they don’t recognise that I have paid customs. This is a nightmare, I will never order from Europe again!”

Helpful Report

Posted 4 years ago

“Worst delivery company ever. Had two parcels scheduled for delivery Monday 8Feb both by end of day. 1st parcel then delayed at end of day to following day, which came in afternoon. Driver stated it was down for 9th even though web info stated 8th. 2nd Parcel not delivered and held at customs due to awaiting clearance. Eventually stated on Wed 10th it would be delivered by end of day Thu 11th. Took screen shot at 15.20 still saying end of day. Checked delivery site again to see delay had been put on due to mechanical breakdown. On checking Tracking this breakdown occurred at 08.00 I’ve contacted customer services and they said it shouldn’t be out for delivery as it’s not been unloaded from container at local depot. Told him I’ve got screen shots of all notifications and Tracking info. Told them I would pick up in person Friday. Friday morning took dog for walk and when I got back there was a delivery card stating first attempt ant they would try again on Mon 15. Checked tracking status that stated first attempt had been made even though the system had was showing that I had called the day before and the package was to be held for customer collection. Contacted customer services and complained. Informed the depot will phone me within the hour and arrange for the driver to call back. I will believe that when and if it happens. Worst delivery company ever had the misfortune to come into contact with”

Helpful Report

Posted 4 years ago

“They are by far the worst courier company I have dealt with in many years importing goods from India. They appear to be hiding behind Brexit as an excuse for their ineptitude. Calling their customer service dept is a challenge but when eventually you get to talk to one of them the information they provide is poor. They either just tell you what is showing on-line (which is inaccurate) or they just state that it is being held because of Brexit or its being held by customs - basically they just make something up. I have twice asked for my call to be escalated to a manager and on both occasions I was put on hold, again and then dis-connected. During the period that I have trying to get my shipment delivered I have had another shipment sent from India via DHL which I received within 4 days. I'm and going to tell my suppliers to never use UPS again”

Helpful Report

Posted 4 years ago

“Goods coming from Germany collected from supplier than sat in Germany for 5 days. Then came across to U.K. which took 2 days. Now been sitting in standford le hope for 7 days. Customer service rubbish, in comprehensible and clueless. Same message on tracking holding their failure behind Brexit excuse. Other couriers are not having bad problems. Don’t use UPS”

Helpful Report

Posted 4 years ago

“There must be a worse delivery company somewhere I thought, I was wrong, this so called company should be banned by any firm that is concerned about customer service. As many have stated, and many more will, your parcel has as much chance of being delivered on time as winning the lottery”

Helpful Report

Posted 4 years ago

“I should not have to create a profile and sign in, simply so I can get a time slot for my delivery. To require this is simply UPS trawling for personal data. 1Z754F336842430***”

Helpful Report

Posted 4 years ago

“Appalling. Inefficiency and theft are now ingrained into UPS work culture. Avoid at all cost. Of 14 items (all UK based) only one had arrived on time. All others are still delayed/lost/stolen. There are growing numbers videos concerning items that have been stolen from UPS depots and sold in Cash Converters. Just avoid”

Helpful Report

Posted 4 years ago

UPS is rated 1.2 based on 2,358 reviews