Complaints

This profile includes complaints for United Parcel Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United Parcel Service

  55 Glenlake Pkwy NE Atlanta, GA 30328-3474

  
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  United Parcel Service

  911 Emory Cir Colorado Springs, CO 80915-3413

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  United Parcel Service

  11204 151 St NW Edmonton, AB T5M 4A9

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  United Parcel Service

  6979 68 Ave Edmonton, AB T6B 3B3

• 

  United Parcel Service

  139 E Broad St, Eufaula, AL 36027

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been working with our sales *** and UPS Preferred support since May to resolve this issues with our accounts. However, the fees continue to rack up. We have been getting charged for adjustment fees, PLD fees, late payment fees and one of our accounts, ****** which we no longer us has been hit with fraud 3 day select charges. We have short paid all the regular charges and our sales *** has said that all these fees should not apply to us. Now, both our accounts are frozen and we are unable to ship. I have attached a breakdown of what we have paid on all our open invoices and this entire process is ridiculous because we have been proactive in reaching out, but we are almost at 3 months working with this issue. Here is the info for our sales *** and the UPS Preferred ********** ********************************* ************ UPS Prefered **** **** *******, Sales Resolution Group Representative

• Initial Complaint

  Date:07/15/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  "We've recently upgraded our online tracking experience, so now you have access to the same level of detail as our customer ********************** agents." Despite the above statement written by UPS they refuse to acknowlege any changes made. Since these supposed changes I have been unable to receive any alerts as indicated in my preferences, alerts which up to 2 months ago i was receiving correctly and consistently. When speking with customer **********************, ******* insists that it is some other entity that is responsible! When asked to speak with a higher up he said there was *****!

  Business Response

  Date: 07/31/2025

  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 Answer

  Date: 07/31/2025

   
  Complaint: 23605449
  
  I am rejecting this response because: I have not yet heard from UPS re this matter. I look forward to hearing from them.
  
  Sincerely,
  
  ****** Jean *******, *****

  Business Response

  Date: 07/31/2025

  A member from UPS Corporate Office attempted to reach the customer via phone and email on 7/31/2025. As of yet we have not received a response from customer. To further investigate this matter we will need a response from the customer. Based on the above and the fact that the customer has our direct contact information we ask that you please close this concern. Thank you.
  
  
  

  Customer Answer

  Date: 07/31/2025

   
  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 for the time being. I have a contact name and # w/UPS and w/ my next package I will call  so they can track w/ hopes of finding the problem and correcting same.
  
  Sincerely,
  
  ****** Jean *******, *****

• Initial Complaint

  Date:07/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a product on **** to **** ***** at **************************************. I purchased UPS shipping on 7/5 with a delivery date of 7/10. On 7/10, the buyer notified me that he was at home all day and received notification that he refused the delivery. I have messages from him stating UPS never came to his house. I called UPS on 7/11, and spoke to a supervisor. I explained what happened and she stated she would intercept the package and make a 2nd delivery attempt and instructed me to monitor the tracking number for updates. The package is set to be delivered today, 7/15. This morning, I get a charge for $37.41 from UPS to reroute the package, which was Their Mistake! They failed to reach the customer's house, then when I spoke to someone to fix their error, an additional charge was NEVER discussed! This is an outrageous practice. I am asking for a full refund.

  Business Response

  Date: 08/01/2025

  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 Answer

  Date: 08/01/2025

   
  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

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A substitute UPS driver ignored the post request that all packages must be delivered to the front door. She went to the front door then proceeded to go over 140 yards out of her way and trespass on my property. When she was encountered by my emotional support dog while she was rummaging through my personal property somewhere she didn't belong. She became aggressive with the dog. When I opened the door I instructed her to stop yelling and aggressively waving her hands at the dog that she needed to leave. She refused to stop and she refused to leave. I had to stand in front of her at that time, she was physically pushing back against me, assaulting me and still yelling at the dog. I continued to instruct her to leave. She was being physical with me and assaulting me for at least 30 feet or more before I had to turn her around and nudge her to turn around and leave my property. At that time she assaulted me by throwing a package at me.When I notified UPS the supervisor was not understanding at all and tried blaming me. The next day they canceled my services. When customer ********************** contacted the manager they admitted they stopped services but would resume on 07/11/25. On 07/11/25 the West Branch location changed my UPS delivery instructions without my permission or any communication. They left my packages over 40 minutes away from my home. When I am disabled cant be driving or picking packages up. They have also refused to pick up all the returns I have which would cause me to have to drive over 3 hours to return them.I have been on the phone with UPS every day for the last 7 days. Telling them that I have been assaulted and attacked by their driver who was trespassing. They still refuse to do anything about it. They are still illegally changing my delivery instructions, refusing to provide the services I paid for and the accommodations I need being disabled.

  Business Response

  Date: 07/18/2025

  We thank the customer for bringing their concerns to our attention. Senior Management in their area was notified of the customer's concerns and allegations against our driver and they were contacted by them directly as well as management in our ******************** At that time it was decided that UPS will no longer be delivering to this customer's address. The customer will need to pick up their packages at the designated UPS Access Point to ensure the safety well-being of all parties involved. Please be advised that based off of the above our office considers this matter closed and no additional correspondence will be made with the customer regarding this. 
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23601892
  
  I completely reject UPSs response and their attempt to close this matter without addressing the facts.
  On July 9th, I was physically assaulted by a substitute UPS driver who:
  Ignored clearly posted delivery instructions
  Entered a restricted area where she was not permitted or trained to go
  Refused to leave when instructed
  Escalated the situation and physically assaulted me
  Later falsely claimed my dog posed a threat which is untrue
  UPSs statement that my property is a security risk is fabricated retaliation. I am disabled, and this response is part of a growing pattern of targeted, discriminatory denial of service.
  My regular driver and substitute have safely delivered to my home for years. They have built a respectful relationship with me and my dog, and in some cases have chosen to deliver to a more convenient location on our property at their own discretion. They are fully aware of the posted signage:
  Dog on property use front door enter at your own risk.
  These drivers have never had an issue, because they follow policy, respect boundaries, and understand that my dog is trained, contained, and not a threat. There has never been an issue with the dog being in the exact location where this incident occurred, because the dog is fully secured and clearly separated from the correct delivery path which the substitute driver chose to ignore.
  The only person who ever disregarded protocol, entered a restricted space, and created a hostile encounter was the substitute driver who assaulted me. She chose to escalate a situation that never should have occurred, and now I am being punished for reporting her misconduct.
  Worse, UPS is now intentionally altering packages addressed to me that Ive proactively redirected to a neighbors address to avoid further conflict. Even though I made this change through UPS MyChoice and specifically requested the redirect as a reasonable accommodation due to disability, UPS has still overridden the delivery change and rerouted the packages to an unauthorized third-party location 40+ minutes away.
  This proves that UPS is not just retaliating they are denying me any accommodations at all. Even if I try to remove my home address from the equation entirely, UPS will still interfere based solely on my name.
  I have witnesses, recorded calls, and testimony that confirm:
  My dog was secured and non-aggressive
  The dog was in the same location hes always been a location that has never posed any issue for any delivery driver
  UPS employees admit the driver should not have entered that area
  No one else including UPS employees, friends, and professionals has ever had an issue with my property or my dog in over 8 years
  UPS is continuing to act in bad faith, retaliating against a disabled customer, and worsening the harm they have caused. Their refusal to take responsibility while knowingly spreading falsehoods is unacceptable.
  I demand:
  Immediate correction of the false security risk label
  Reinstatement of delivery service to my home
  Cessation of package tampering or rerouting based on my name
  Written commitment to *** compliance and accommodations
  Accountability for the driver and ********************** involved in this retaliation
  This matter is being forwarded to:
  The ************************** (*** Division)
  ***********************************
  Disability Rights ********
  Legal counsel and media outlets
  This is not resolved, and I will continue to pursue justice until UPS is held accountable for its actions.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was delivered on July 2 but was delivered to the wrong address. The so-called "proof of delivery" photo clearly shows a place that is not my house. I waited a couple of days, expecting that either the driver or the recipient would notice and correct the mistake, but heard nothing. On July 5, I reported this issue to UPS and they supposedly opened an investigation. Ten days later, I have not been given any update about the location of my package, and doubt that UPS has tried to locate it. The driver obviously knows where he/she delivered it, or could figure it out by looking at the delivery photo, but they apparently have not done this. I want this package delivered.

  Business Response

  Date: 07/31/2025

  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 Answer

  Date: 07/31/2025

   
  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.

  Since filing this complaint, I have had a phone conversation with another UPS representative. Information supplied by that person leads me to believe that the **** seller sent me the wrong tracking number, and that UPS is not at fault for me not receiving the shipment. ****** has recovered my payment from **** and I am satisfied with the result and apologize for blaming UPS.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a UPS My Choice premium subscription for $20. I was not told that the subscription was for the address, not my UPS account, and therefore, when I relocated, the subscription ended without any refund of the remaining amount of the year subscription.

  Business Response

  Date: 07/30/2025

  Thank you for notifying UPS of this concern. Please allow us to research our customers concern for a resolution. The customer will be contacted today. We sincerely apologize for any inconvenience caused.
  
  

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23596008
  
  I am rejecting this response because: I did not issue my complaint due to not being refunded for the most recent UPS My Choice Premium subscription. I was properly refunded for that, it was bought by mistake and I requested it within 24 hours of purchase. My complaint is solely for the non-refundable up-front subscription cost for the MyChoice Premium once it's in use. If you purchase the premium service and relocate, the subscription ends and no part will be refunded and it is not transfered to your new address. UPS just keeps the money. The subscription is tied to the address, not the subscriber's account. Furthermore, this is NOT explicitly stated when purchasing the subscription. I had to search via ******, which led me to the "fine print" on the UPS website. I also could not find this information myself on the UPS website. My complaint is that UPS uses shady underhanded business practices to bilk people $20 for every ******** premium subscription without doing ANYTHING on their end if their paying customer relocates, except keep money for a service they are no longer providing. 

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

  Business Response

  Date: 07/31/2025

  We sincerely apologize for any inconvenience the customer may have experienced regarding this matter. A representative from our Corporate Office reached out to the customer yesterday in response to a letter we received on July 14. The concern has been thoroughly documented, and we remain committed to improving our customer ********************** experience moving forward.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not really satisfactory to me but I see no other way to deal with it unless they change their shady business practices. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:07/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am told to pay for services that I never requested or signed up for nor ever received and have been told that if I dont pay that my debt will be sent to a collection agency which could negatively impact my credit and future. I never paid the invoices because I never requested the services not received any service so I never found a resolution to pay for them. I contacted UPS to cancel a few times but I would always get stuck in a loop with an automated system and would be promised a call back but never received one.

  Business Response

  Date: 07/29/2025

  Thank you for bringing this concern to our attention. We deeply regret any inconvenience or frustration caused by this experience. Our office reached out to customer via phone on July 29, 2025 to resolve this matter and was unable to reach them. A member of our team will follow up with email to discuss the details of their concerns.We appreciate their patience as we work to resolve this matter.
  

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23589692
  
  I am rejecting this response because:

  I saw your phone call and picked up but no one responded on your end and then the cash was ended from your end. I appreciate the referral, though.
  
  Sincerely,
  
  *********** *****

  Business Response

  Date: 07/31/2025

  Thank you for sharing the customer's additional correspondence. Customer was informed this matter was forwarded to our fraud team. Our Fraud Team reached out to customer on July 29, 2025 and resolved matter. 

  Customer Answer

  Date: 07/31/2025

   
  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

  Date:07/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package (tracking number 1ZXV4720D994760779), shipped via UPS from ***** to *******, has been stuck in an In Warehouse status for several days without any updates or clear explanation. I have not received any communication from UPS regarding the cause of the delay, nor have I been able to reach a customer ********************** representative for assistance, despite repeated attempts by phone and online.This package contains a high-value item, and I am concerned about its whereabouts and the lack of transparency from UPS. The tracking information has not changed, and every attempt to get a status update or resolution from UPS has resulted in automated responses, with no actionable steps or timeline for delivery.I am requesting the following:Immediate investigation into the status and location of my package.A clear explanation for why the package is being held in the warehouse.A prompt resolution and delivery to my address, or a direct communication about what is required to release my package.Reliable contact from a real UPS representative to address this issue.I have attached screenshots of my order from **** and the tracking information for reference. I expect UPS to resolve this matter quickly and ensure my package is delivered as soon as possible.

  Business Response

  Date: 07/29/2025

  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 Answer

  Date: 07/29/2025

   
  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

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having this happen several times now, and have contacted UPS. They promise it won't happen again, but then it does. I am a senior citizen who lives alone with my 2 dogs, and I am disabled. I have ******************** and spondylitis, and it limits my ability to walk and to lift heavy things. My instructions on my UPS Account CLEARLY state that packages are to be left on my front porch, unless my dogs are out. If my dogs are out, they are to be left on my back steps. This makes it easy for me to get packages in the house, without hurting myself, or irritating my RA. I have told them this when I went to them with this issue, but they just don't care! Today, they delivered my new vacuum cleaner, from ******, and the driver stated on tracking that the package was left at my front door. He LIED! The package was left in my yard, by the gate, not even close to my house. A $300 vacuum cleaner. Anyone could have stolen it, and I would have never known! I found it on my way to my doctor appointment, and had to get out of my car and struggle to get it in my car, then after I got home, struggle to get it up the stairs to my porch. Me, a senior woman with RA! The young, healthy man who left that package in the yard by my gate should be immediately fired! No one's package should be left where it could so easily be stolen, but especially someone like me, to have to struggle to get it! This has happened several times, and it is time they correct it!

  Business Response

  Date: 07/29/2025

  Thank you for notifying UPS of this concern. Please allow us to research our customers concern for a resolution. The customer will be contacted today. We sincerely apologize for any inconvenience caused. 

  Customer Answer

  Date: 08/01/2025

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

  The person I spoke with said she had already told our local branch to reach out to me, but they had not, so she said she would tell them again. They still have not, so not sure I can trust the local branch, but I do have a contact number, and trust the person I spoke to.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped a package weighing 15 lbs 6 oz and measuring 15x10x12 per my shipment receipt on 3/13/25 two day shipping. As I tracked the package it was marked that the package was damaged and discarded and would not be delivered but the sender would be notified (aka me). A week or so later I tried to submit a claim but their system told me they submitted a claim on my behalf already and it was denied immediately. The contents of the box was pasta making ingredients. I used the proper shipping box, packing materials and cold packs for the two day shipping...I know this because I used the exact same packaging materials used to ship me home chef meals and temperature controlled medications. I was never notified to this day of the package being damaged and discarded, I only know that because I tracked the package and confirmed with the sender it never arrived. I even got to speak to a UPS representative once that said a letter would be mailed to me in three days because I disputed the claim they denied on my package, however that conversation was rushed, she was pushing to end the conversation and I never received that letter either. The package contents were valued at about $100 but I could only find receipts for $78.96 so I would like them to reimburse me for the products they determine to be damaged and that they threw away without notifying me at all. The business tried to resolve the issue on their own by just throwing my package away and never following through on the follow up they said they would do...they also took it upon themselves to submit a claim before I could and denied it all in the same step. This is not good practice and they did not seem to care at all about the fact they threw away a package costing $100. Even their shipping receipt states "Pursuant to the UPS Terms, UPSs maximum liability for loss or damage to each domestic package or international shipment is limited to $100." but they have not even reimbursed me that cost!

  Business Response

  Date: 07/29/2025

  Thank you for notifying UPS of this concern. Please allow us to research our customers concern for a resolution. The customer will be contacted today. We sincerely apologize for any inconvenience caused. 

  Customer Answer

  Date: 08/01/2025

   
  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,
  
  **** ******