ComplaintsforUnited Parcel Service

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told that my parcel was attempted to be delivered twice, yet that is not true. Today should have been the first attempt to deliver the package. I am wondering what happened to my shipment and why as the tracking information is untruthful.

  Business response

  11/14/2024

  Thank you for taking the time to bring the concern to our attention. We sincerely apologize for any inconvenience the customer has experienced in this matter. A representative from our Corporate Office has reached out to the customer directly via e-mail so we can discuss their concerns further. We appreciate customer for giving us an opportunity to understand this situation and address the issue. Thank you!

  Customer response

  11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order 1Z14V3880393068454 DeWalt battery powered sander While I was at work, a UPS driver (a lady I didn't recognize, not the usual driver,) was supposed to deliver this package to my home. Instead she left it in the middle of the road DURING A RAIN STORM. The gentleman who I hired to clean my house the door open and shouted for her to bring him the item. She snickered and drove off. Before he could retrieve said item a driver drove past and splashed water all over the package. I have attempted to dry it out, but it still doesn't work.I tried to file an insurance claim via UPS, but their*wonderful ", AI generated system won't let me. Big surprise. I called their customer ********************** and received the usual run around (shocker...). I tried to escalate the issue with upper "management*. No response.I am now reaching out to the BBB for resolution.

  Business response

  11/12/2024

  Thank you for notifying us regarding this concern. We are dedicated to delivering
  exceptional service to each of our customers. We deeply regret any
  inconvenience or frustration caused by this recent experience. A member of our
  team will reach out to customer shortly to discuss the details of their
  concerns. We thank them for their patience as we work to resolve this matter.

  Customer response

  11/12/2024

   
  Complaint: 22533620
  
  I am rejecting this response because: will accept when they contact me
  
  Sincerely,
  
  **** ******

  Business response

  11/12/2024

  Thankyou for contacting us and bringing this concern to our attention. Our records
  indicate that this is a duplicate complaint and our office is working directly
  with the customer under Complaint ID # ********

  Customer response

  11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered $2,500 of wine from my favorite winery in *****. I have ordered the wine before and never had an issue with shipping until now. Due to the contents of the package an adult signature is required for delivery. My issue though is that UPS has a corporate policy that says the driver is only allowed to be at a house for ***** seconds (this information is per the local delivery hub in ******, **). UPS tried to deliver my package 3 times. Each time I was home but not able to get to the door before the driver left. Each time the driver was at my house for less than 60 seconds. Since I missed 3 deliveries now my product is being sent back to ***** and I need to have it resent. I can possibly have it intercepted and rerouted but even so, I am not sure I will be able to get to the door in time to ever get my products. This UPS corporate policy will cost me $190 for paying to have it reshipped. If my wines are ruined then it will cost me an additional $2,500. UPS should accommodate the elderly, people that are disabled, or anyone who is not able to get to their door in ***** seconds. This is a poor policy rooted in corporate greed (i.e. trying to squeeze so much out of the drivers that they are not allowed a full minute to pause to try to collect a signature).

  Business response

  11/12/2024

  Thank you for notifying us regarding this concern. We are dedicated to delivering exceptional service to each of our customers. We deeply regret any inconvenience or frustration caused by this recent experience. A member of our team has reach out to customer via phone to discuss the details of their concerns. We thank them for their patience as we work to resolve this matter.

  Customer response

  11/12/2024

   
  Complaint: 22532116
  
  I am rejecting this response because:  while I appreciate that you reached out my $3,000 shipment has still not been delivered and is not yet even in process of being delivered.  I will be satisfied when my package/goods are delivered since that is what I paid for.  
  
  Sincerely,
  
  *** *******

  Business response

  11/14/2024

  We sincerely apologize for the inconvenience caused to the customer for this situation. ******************** attempted to deliver the package, but we were unsuccessful. The package was returned back to the shipper and delivered to them on 11/07/24. At this time, the customer will need to work directly with the shipper to request the package be resent to them or reimbursement. 

  Customer response

  11/14/2024

   
  Complaint: 22532116
  
  I am rejecting this response because:  I have been in direct contact with the shipper and they are in process of reshipping.  Again, I will consider this resolved once UPS delivers my package.  I cannot believe that UPS is trying to mark this resolved while my package is still not delivered.  I can see UPS has made an effort to contact the shipper directly.  While I appreciate that effort, the effort I really need from UPS is to deliver the package.  
  
  Sincerely,
  
  *** *******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sending in a ********* Surface Pro 7 tablet for service repair to a 3rd party protection plan who accepted my claim for service to cover accidental drop and cracked screens. The service company never received my tablet, according to them, only an empty box arrived. If speaking with the UPS store, showing them the drop-off package receipt they gave me, they inform me that the tracking number is not a valid tracking number of theirs. However, it's on their UPS receipt. Fruther more, 6 days earlier when dropping off a different product to be returned to **********, they have somehow magically swapped dates of my shipping the two different packages, that are extremely different in weight. And not going to the same destinations. I only have visited this store twice in my lifetime and am well aware of which package I dropped off, the 35lbs one was first, 6 days later, the 0.9lbs one. Asking where they last seen the package to track without computers, the store personnel said, "I think, yeah, it was brought down stains, all the packages get brought downstairs to be picked up in an employee only location (in the ************ the UPS store is on the second floor of)." When calling UPS I am directed to the store for invalid tracking, if I try to make a claim it directs me to the protection plan's support who is the only people who can make the claim on their UPS account, I've talked with them 13 times hearing 1 or 2 days more, they need to investigate, each time, or I would get a call back. ********** rudely started a refund/return for me while talking with their support, but I would not be able to be reimbursed as it is only serviced through *********'s warranty from the seller who doesn't have a replacement. knowing I cracked the glass on accident I used my purchase protection, and it was accepted, but the package lost or stolen according to they never received it. The UPS Store doesn't show on ************************, only ***************, as closest to me.

  Business response

  11/13/2024

  The UPS Store is an individually owned and operated franchise. The customer has been provided with The *******************************************'s ******************** Office information. The customer's concern has been forwarded to The UPS Store's Corporate Office for an  investigation. Their corporate office will communicate directly with the customer.

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dealt with packages being stolen from my residence so, to prevent that from happening, I had the majority of my packages going to the nearest UPS STORE! The first time I went into the store, the gentleman asked me to bring in proof of residence next time I came into the store since the address on the package was different than what was on my drivers license! I did that 2 times. Afterwards he and another employee said that I did not have to continue bringing in mail since I had established a recored of picking up my packages! That was going well for a few months started around July! One day in October, I encountered a female stating that I would need to bring in mail to verify my address, myself and the other employees stated that I had did that already! After that, I noticed my packages was being returned to the shipper without any warning! In addition, this female went into my UPS CHOICE ACCOUNT and changed my address and preferences making it difficult for me to change my preferences back to my home address and making it difficult to make changes thru a UPS representative! I've filed a formal complaint with UPS that has been working diligently to fix her error with no avail! I have done everything within my power to stop my UPS shipments going to her store as my access point however everytime I try and change my preference, some how she keeps changing my information even my tracking numbers making it very difficult to recieve my packages that I've paid an express shipping fee! On my first encounter with this female I asked her about her mean spirited and negative energy and her response was that, "It would be someone that looks like me that commits postal crimes! I told her that was offensive and that she should not pass judgmental on anyone based on their physical representation! From then on, she has created an annoyance, and I need her to stop and get on with her life and not let her distain for me hender her from living her life! I feel she's out of control.

  Business response

  11/11/2024

  We apologize for the difficult conflict that the customer experienced. The ******************************************** are individually owned and operated as franchised locations under a separate corporate structure from UPS itself. We have forwarded the customers concern to the management of The **************************************************************** Office for investigation. They will contact the customer to address this matter.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They have delivered my package to the wrong address. The sender has given the wrong address and will not answer my emails. So i reached out to ups and they will not help.

  Business response

  11/14/2024

  Thank you for notifying UPS of this concern. The tracking number the customer provided is not a package addressed to her from the company name she provided. We recommend that she reach out to them directly for assistance.  

  Customer response

  11/14/2024

   
  Complaint: 22529407
  
  I am rejecting this response because:
  I have told ups this package is not from ******* and my address was correct and that I have the information that supports that. The last young lady I talked to said that she would send an email so I can send over to her but I now realize she just said that to get me off the phone
  Sincerely,
  
  ***** *****

  Business response

  11/15/2024

  We thank the customer for the additional correspondence. The tracking number the customer provided is not addressed to her or her address, nor does the company name she provided match. The customer will need to reach out to the company she purchased the merchandise from for assistance.  

  Customer response

  11/15/2024

   
  Complaint: 22529407
  
  I am rejecting this response because:
  This does not help me
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I write today regarding truly horrific service at the UPS STORE (***************************************), after having been a previous boxholder for many years as a travel nurse in and out of the ********** area. Please be advised that on multiple occasions, this location has sorted my (and all members) mail days late -- and in phoning in during my tenure as a boxholder at this UPS STORE, I was repeatedly advised that my mail had not been sorted for the day and "to call back the next day" on multiple, logged occasions between at least January - August, 2024.Further, beginning on Monday, November 4, 2024, after being away from this area due to work, I had phoned in and spoken to representative "******" who advised that as I was expecting an urgent mailing which was sent to my old box (BOX 442), she would hold all mail for the week to ensure I received this urgent parcel. You will note my distress when on phoning to this store on Tuesday - Thursday of this week, I was accosted, hung up on, and berated by UPS STORE STAFF when inquiring about my mail hold -- an abhorrent lack of service at this level. As such, and as a result of the truly abysmal service at this location (***********************************) I demand a full refund of any and all fees paid to this abhorrent establishment from the inception of my box holding (Box 442), prior to commencing a complaint with the California Attorney General's Public Inquiry Unit. Kindly contact me immediately to facilitate this refund in full, as well as compensation for my lost and delayed mailings from January - November, 2024.Thank you kindly in advance for your most urgent **********,****** ******** ************ Mobile.

  Business response

  11/08/2024

  Thank you for contacting us. We sincerely apologize for the frustration that the customer experienced. In addition to contacting the Better Business Bureau, the customer also reported this matter through a mass email, which included several members of our Executive Leadership Team as recipients. In response to this email our Corporate Customer Relations ********************** contacted the customer and processed a one-time Courtesy Credit payment of $300. Contact with the customer will be maintained until the payment is delivered.

  Customer response

  11/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is a complaint about UPS Store #**** at *****************************************. The tracking number is 1ZFG0090A238974159. I had valuable jewelry delivered for pickup to this UPS location, but the employees at this location gave my package to someone else at the *************** next door. They never checked the see if the name, address, and phone number on the package matched. The UPS store manager and I went to the restaurant and the woman there only gave back the package after we pushed her about it. She first tried to claim it was hers. The package was clearly labeled with my name, address, and phone number. When I asked the UPS store manager how this could have happened, he dismissively said I already told you. He never apologized. UPS employees here are clearly not careful with checking ID and the ********************** manager dismissed my complaints about their serious mistakes. Ive had many packages held at ***** over the years and this has never happened. Only at UPS.

  Business response

  11/11/2024

  We sincerely apologize to the customer for the inconvenience caused in this matter. Because the package was shipped through The UPS Store, our terms of service require that we refer the customer back to The ******************************************* location who shipped the package for assistance.

  Customer response

  11/11/2024

   
  Complaint: 22527773
  
  I am rejecting this response because:

  That UPS Store location was the one that gave my valuable jewelry package to someone else without checking their ID. Ive already tried to address the issue with that location and the UPS manager at that location was the one who didnt apologize and dismissed my concerns. So it looks like UPS corporate is not capable of addressing individual locations serious errors and inability to safeguard packages. 

  
  Sincerely,
  
  ****** *****

  Business response

  11/11/2024

  Thank you for customer's additional correspondence. ******************************************** are individually owned and operated franchise. Concerns regarding UPS Stores must be handled through the individual store or their corporate office. The customer has been provided with The *******************************************'s ******************** Office information. Also, their concern has been forwarded to their corporate office. A member from that group with contact customer directly.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered some things from ******. UPS handled the shipping of those items to my address. When I submitted my order, I specified that the item should be left at the front door of my apartment and NOT at the patio doors that are visible from a parking lot.The item was delivered on 4 November 2024, but left at those patio doors.Fortunately, it was still there when I got home later that day. It would have been very easy for someone driving by to have stolen that package, but that did not happen this time.Since then, I have tried in many ways to speak with Customer ********************** about this failure.I have telephoned their 800 number, but their phone answering robot will not let me speak to a person and does not offer me an option to contact them about this incident.I have searched the UPS website for a way to email the company and could not find one.

  Business response

  11/11/2024

  Thank you for contacting UPS. We sincerely apologize to the customer for any inconvenience caused. We've reached out to the local delivery team regarding this concern, and they will contact the customer today to address this matter.

  Customer response

  11/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I shipped a package on 21 October with guaranteed next day delivery by 12PM the following day. The package did not arrive until the 23rd meaning the recipient had to repurchase the item as they absolutely needed it by the next day> I requested a Reimbursement of shipping fees for a delayed package from the UPS store #**** and have had no response from them. I have also contacted the main customer ********************** and the ********************** office twice to resolve your unresponsive store (request # **********). I keep being told the store has to file the claim, but they are unresponsive to calls, email, or your corporate office. The delivery guarantee is a scam if you do not provide a means to claim the promised refund.

  Business response

  11/11/2024

  We regret that the customers package arrived late. We've reached out to them and provided additional information on the shipping refund. They will need to contact The UPS Store. Thank you.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩