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Business Profile

Delivery Service

United Parcel Service
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 9,818 total complaints in the last 3 years.
    • 3,186 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Package pick up.I placed a call for pickup on Saturday, Dec 10 at approximate 7:45 AM EST. I scheduled a pickup for my ColoGuard kit, which has to be delivered within 24 hours. The person scheduled the pick between 9 AM - 7 PM, Saturday, Dec 10. I noticed at around 7:05 PM that the package had not been picked up. I called the customer ********************** number and found out that the pickup was canceled without any type of explanation to why. A supervisor called me this morning, Monday, Dec 12th to tell me that the address was not showing in their database. The manager also said he tried calling me on Saturday, but I never received any calls from UPS.

      Business Response

      Date: 12/22/2022

      Thank you for contacting us about your unsatisfactory experience with UPS. We regret the difficulty you encountered and apologize for any inconvenience you experienced regarding your recent shipment.

      The center management team and drivers were advised of your concern. Your complaints about the service have been identified and reviewed with each team member involved. We have taken the complaint seriously and have made dedicated efforts to prevent a similar situation from happening in the future.

      We appreciate the time you devoted to bringing your concern to our attention. We value the trust you place in UPS and look forward to the opportunity to serve you again.

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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 placed the order below with Amazon on 12/3/22. They ship the package through UPS. UPS loss the package. I can't make contact with UPS to see how they plan to address the loss of my package. I have tried their phone system but it doesn't recognize the tracking number when I say it or enter it with the keypad. I would like to know how a customer can get their concern ****************************** Next Steps The search for your package has been canceled.Your Next Steps You need to do nothing at this time. Please Contact UPS if you need more help.View My Dashboard Claim Information Check Claim Status:Package Search Canceled Status Detail Investigation was canceled Tracking Number 1Z91V6A60346793671 Claim Type:LOSS Merchandise DescriptionNumber of ItemsCost per Item Single-Unit Rapid Rate Charger Motorola*139.99 USD Wall Charger, USB Charger Adapter 3Pack113.99 USD Similasan Complete Eye Relief Eye Drops113.98 USD

      Business Response

      Date: 12/21/2022

      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. 

    • Initial Complaint

      Date:12/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 package was delivered to the WRONG address and they had a person sign for it at the WRONG address. For a week, I have been trying to locate this package and UPS has told me they refuse to investigate. First they said it was **** that delivered but then they admitted that it was actually UPS that delivered it but they wont investigate unless the shipper triggers the investigation. However, the shipper is being told that UPS wont investigate unless I trigger it. All I want is my package.

      Business Response

      Date: 12/21/2022

      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. 

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      UPS has a presign service. I do not have a car that can pick up the package and I work all day. So I presign for the package to be delivered to my home and the UPS driver refuses to acknowledge it. Now they are making me drive to get the package but I don't have a car that fits it. This is a scam, why have a service and not had it other than to lure people into using thier service. If that was the case, I would of asked the package to be sent by another shipping company. Customer ********************** was extremely rude saying that "well sorry we didn't notice but we aren't sending it out" and are threatening to resend it back to the sender because of their error

      Business Response

      Date: 12/23/2022

      Corporate Customer Relations in the ***************************************** Office attempted to reach the customer via email on 12/22/22 to obtain the information necessary to investigate this further. We have not received a response, but our customer has our contact information. We apologize for any inconvenience caused to the customer in this matter. Thank you.  

    • Initial Complaint

      Date:12/12/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Mailed package and purchased $200 insurance to cover contents on 12.10.22. As of today, 12.12.22 tracking states not valid despite matching code on receipt. Contacted customer **********************, **** was of no help. Tried to file claim, however, states invalid tracking code. Cannot locate packages and contents and cannot file claim for reimbursement. Seeking refund for shipping charges and contents of package.

      Business Response

      Date: 12/21/2022

      We sincerely apologize for any inconvenience caused. Weve reached out to the customer with details on the package, and information on the claim process. We provided our contact details in case they need further assistance. 

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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 paid UPS for a priority shipment delivery on November 22nd and the package should be delivered the next day on November 23rd. However, this was an international shipment, thus I prepared all the invoices and the documents needed and supplied them to the UPS store in ********, ********** when I dropped in the package.I received a tracking number 1Z4T131J0400029414 and since the package was a personal one I was tracking it every hour. The next day I realized the package was still in the ** territory. I tried to contact UPS by phone but the system was in a loop and I could not get hold of a human representative. After a ****** search I find out a way to chat with a UPS representative and he told me that documentation and invoice either is missing or lost. I reprinted again the same documentation that I submitted to the store and I emailed it to an address given by that representative. I received an email that they have received the documentation and are trying to submit it to the system which was going to take 24 hours.It was November 24th and the package was still in the ** territory. I was frustrated.I emailed back and complained about this situation, they assigned a case number for future reference. The case number is C-********** and they assured me that someone would contact me in this regard.The package was delivered on November 28th and no one contacted me. 2 days ago I emailed UPS back asking for a refund for a service that was not honored by them, but the email bounced back as "UNDELIVERABLE - Email conversation is no longer active."Thus, I decided to dispute the charge through my credit card company and decided to file a complaint through BBB.

      Business Response

      Date: 12/22/2022

      Corporate Customer Relations issued a credit for the Shipping Charges the customer was billed for this package. We apologize for any inconvenience caused in this matter.

    • Initial Complaint

      Date:12/12/2022

      Type:Product Issues
      Status:
      Answered
      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 spoke with UPS after a package stated it was Delivered and status showed to a locker which i do not have in my apartment complex. I spoke with 4 different people multiple times calling regarding missing package. finally i was transfered to the investigation team and they put it into investigation for my package. no one had called me with updates or what was happening and so i called the shipper and they showed that the package was being returned to them. I spoke with UPS again and the rep told me the package was being redelivered to me on 12/14 and she told me to talk to the shipper for updates. I asked for me to discuss with investigation team since between them and the shipper I wasn't sure where the package was going to. I spoke with investigation and she told me it was being returned to shipper because I rejected the package which was false or i would have never opened an investigation ticket. now i have to wait for the shipper to get package for them to give a refund and than ill have to reorder for full price.

      Business Response

      Date: 12/21/2022

      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: 12/21/2022

       
      Complaint: 18560534

      I am rejecting this response because:
      I tried talking to multiple people and no one helped no response on what was happening when an investigation had been open
      Sincerely,

      ***************************

      Business Response

      Date: 12/22/2022

      Thank you for the additional correspondence. We sincerely apologize to the customer for any inconvenience caused. We are working with the customer towards a resolution. 

    • Initial Complaint

      Date:12/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Tracking #1Z2079RR0309530225 C-********** C-********** *Ordered w/Ugg 11/22 *Delivered Notification 11/26 - yet no package - assumed at leasing office *Office Visit 11/28 - no package *File Lost Package claim 11/29 *12/01 check status of claim online - closed - packaged delivered *Receiver still has no package *Contacted UPS via phone and was advised the driver GPS show the driver was at the location 11/26/2022 and the package was deliver to front door - no real investigation done as that's the same thing I seen 11/26 *Explained GPS is NOT proof of delivery. That shows that someone was in the area. Requested photo of the front door that the package was left at. UPS unable to provide photo. Explained no apt number on the package and that the address is for the office so again what door was the package left at.*UPS advised they would reopen the claim and follow up with the warehouse 12/2/2022 I was advised that UGG (Deckers) needed to advise me of the decision). Spoke with UGG who stated that the claim was denied, and the package was delivered, and they are unable to help further *Contacted UPS back and was told that no it was originally denied but the case is open with the warehouse manager, and they have until 12/12 to locate the package *12/12 contact UPS - advised my 5 reps that the case is closed. requested a number of times to speak with a manager because it was supposed to be reopened with the warehouse. Spoke with one manager who placed me on hold to research and disconnected. Another manager offered to send a dispute and I denied requesting to speak with his manager because I have already filed the claim and disputed the original resolution. I was placed on another hold 10mins and was then conferenced with - guess who? A supervisor? NO, another customer who needed a supervisor regarding a lost package that was claimed to be left at the front door.

      Business Response

      Date: 01/13/2023

      Thank you for contacting us. Our goal is to provide superior service to each of our customers.  When we fail to meet that commitment,it is a matter of serious concern to us.

      We have been in contact with the customer regarding their concerns. An investigation has been done on the package and has been closed. Unfortunately, we were unable to locate the package and have generated a claim. The claim information has been sent to the shipper. We have referred the customer to the shipper regarding the next steps on the claim. 

      We sincerely apologize for any inconvenience caused. Thank you for taking the time to bring the concern to our attention. We value the trust our customers place in UPS and look forward to the opportunity to serve them again.

    • Initial Complaint

      Date:12/12/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 mailed a package back on 10/6/22 at 3:15pm. The item was taken from me at the store and a receipt was given. I follows the tracking periodically to make sure it got to its destination. After some time it showed that it had in fact arrived to its final location. I was later contacted by ******** which was the destination location that the item was received but the package contents was empty. This is completely unacceptable to steal the contents of someones package. I want the item to be refunded and responsibility to be taken. When packages are dropped off it is with the indication that we can trust the company handling these items and feel confident that our packages will arrive at their destination without being tampered with or stolen from.

      Business Response

      Date: 12/21/2022

      We regret that the customer hasnt received the assistance they need. Weve asked them to provide more information, so we can help address their concerns. Thank you.

      Customer Answer

      Date: 12/21/2022

       
      Complaint: 18560184

      I am rejecting this response because:

      I have already submitted a claim to UPS and this is my case number: C0129701472. I have not received any other information regarding this case number. 

      Sincerely,

      ***************************

      Business Response

      Date: 01/03/2023

      We had reached out to the customer 12/21/22 and requested the tracking information, but hadn't received a response. We were able to pull up the package information with this recent message, and have provided them additional information regarding this claim. 

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      On 12/2/22 I visited The UPS Store#**** and got 8 pages notarized and mailed out my documents for overnight delivery to close on my home in **. The package was attempted to be delivered Saturday 12/3/22 but because the business was closed it went back to the ****** ** hub. I checked tracking on Sunday and it said scheduled for next business day. When I went to the Store #**** the woman checked and called customer ********************** who advised it was scheduled to be delivered Tuesday 12/6/22 because it was peak season. At that point I requested the package to be picked up by my father in law who lives 15 mins from the hub and the hub is 11 minutes from the delivery address. The customer ********************** representative advised we would get a call within 1 hour to confirm pick up. After 2 hours I sent my father in law to get the package, He went to pick it up and the hub advised it was not available for pick up and would not be available until possibly next day because the package was in a container which would not be sorted until another 24 hours. At this point the closing on my house has already been delayed and we would not be able to meet the 12/5/22 close date because UPS has the package and wont release it. In the night I continued to check tracking and at 11:59 PM on 12/5 it was scanned into ************ **, at around 5:45 AM on 12/6 it was scanned into ****** ** and then at around 8:30 AM it was scanned back to the ****** ** hub. At this point I called UPS customer ********************** again and after much prodding, being interrupted and refusals I was able to speak to a manager who called the ****** ** hub and somehow managed to get them to isolate the package from further unnecessary transfers and to hold it for pick up by my father in law. I would like a refund in the total value I paid $107.07 for overnight delivery and $80.00 for notary of my 8 pages. This caused a delay in the closing of my home and an immense amount of stress and anxiety. Tracking: 1Z4483154133572463

      Business Response

      Date: 12/22/2022

      Thank you for contacting us. Our goal is to provide superior service to each of our customers.  When we fail to meet that commitment,it is a matter of serious concern to us.

      We have been in contact with the customer regarding their concerns. As a token of our apology we have issued a payment to the customer for the charges that they paid due to the errors on their shipment. 

      We sincerely apologize for any inconvenience caused. Thank you for taking the time to bring the concern to our attention. We value the trust our customers place in UPS and look forward to the opportunity to serve them again.

      Customer Answer

      Date: 12/22/2022

       
      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,

      *************************************

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