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

  
• 

  United Parcel Service

  911 Emory Cir Colorado Springs, CO 80915-3413

• 

  U.P.S. Freight

  PO Box 1216 Richmond, VA 23218-1216

• 

  United Parcel Service

  PO Box 34486 Louisville, KY 40232-4486

• 

  United Parcels Service

  3800 N Sillect Ave Bakersfield, CA 93308-6358

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:11/07/2022

  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.

  On Wednesday, October 12, 2022 I paid UPS at store **** in ********, **, $49.95 to package and $85.82 to ship the package to my 90 year old aunt in San *****, **. The shipped item is a 40 lb typewriter that the UPS store weighed.I insured the package for $400.On Saturday, Ocober 15, 2022 the package arrived at my aunt's home. She didn't open it for several days, because there was a food odor on it. She did send me pictures of the damaged box. Subsequently, she opened the box, and heard a metal piece moving around in the typewriter and the metal "ruler" attached to the typewriter was broken. The metal is jagged now. She also tested the typing and it skips two rows for single spacing and the correction tape isn't working.Previous to sending the typewriter to her, I had it refurbished and it was in excellent working condition with a new ink cartridge and correction cartridge. I picked up the typewriter on October 7th, from the typewriter store that refurbished it. It was in excellent condition when I took it to be shipped to my aunt on October 12th.I have called and visited UPS Store **** four times, since the claim was initiated, and they say I will hear from UPS. I have not heard from UPS. My aunt has not heard from UPS. I have given them both of our phone numbers. This is the UPS tracking number, 1Z2E08W70378565501.UPS needs to pick up the broken typewriter from my aunt in San *****, **. I've had her save the box and styrofoam ***** they used for packing. UPS needs to pay me the $400 I paid to insure the value. I also, expect a refund for the $49.95 for packing and $85.82 for shipping, because of the damage. The total is $535.77.UPS Store **** asked me to send pictures online to show the value of the exact same typewriter, which I did upon their request. I had to shop around for months to find this typewriter in ********, **.

  Business Response

  Date: 11/21/2022

  We regret that the customer hasnt received the assistance they need. Weve asked them to provide more information, so we can help get the package picked up for inspection. Thank you.

  Business Response

  Date: 12/14/2022

  We apologize for any problems the customer has experienced in this matter. We've reached out to them via email and provided details obtained from the Claims Department. They were provided our direct contact information if they have any further questions. 

  Customer Answer

  Date: 01/13/2023

  In response to the BBB's communication on 12/15/22 regarding my case, UPS has never followed through with settling my insured claim for the damaged package, they packed and shipped.  UPS submits communications to the BBB appeasing whatever it takes to "close" a case, though they have not communicated with me on the results of the claim.  Therefore, no payment on the insured package has been made to me, since I filed a claim with UPS in October 2022.  I have called and emailed the store and not received any responses since December 19, 2022.  Prior to Dec. 19th, all communications said UPS was working on the claim.  
  
  Your assistance is helping.  If you could please contact them again, it would motivate them to communicate with me.  I would really appreciate your influence.
  

  
  

  Business Response

  Date: 01/16/2023

  The UPS Store is an individually owned and operated franchise. Because the package was shipped through The UPS Store, our terms of service require that we refer the customer back to The ******************** Store location who shipped the package for an update on the claim payment. 

  Customer Answer

  Date: 01/17/2023

   
  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:11/07/2022

  Type:Delivery 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.

  I sent a package to my family in ******. I paid over $400.00 for the shipment which was shipped on Oct 18,2022. My tracking number is ;1Z612K5D9000126 MY UPS CASE # IS C-**********. my package has still not been delivered to this date. I have been in daily contact with UPS and Im getting ridiculous excuses. From the wrong address which is ridiculous since my family has lived there for years and I have sent a number of packages with UPS to the same address. To false promises of delivery. I have repeatedly asked to speak to a supervisor but the supervisor is always in a "meeting". Today is October 31st. Obviously UPS lost the package and I cannot get any help from them. My family didn't receive the package and I lost the value of the package and the shipment payment.Please help me . I have contacted UPS so many times and all I get is lies.Thank you.****************************

  Business Response

  Date: 11/21/2022

  Thank you for contacting us. We sincerely apologize for the frustration this situation has caused the customer. Our records indicate that the package was delivered on November 3, 2022. Our corporate office has emailed the customer to request additional information that will allow us to investigate the matter further.

• Initial Complaint

  Date:11/07/2022

  Type:Product 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 box was shipped to ** from *********** on 10/19/22 to us at *********** address. Their tracking info shows the box was received at the *********** facility on 10/20. Tracking does not show it ever left that facility. So I wonder if it is is still at that facility, but we have not been able to get UPS to have someone at that facility look for it. I have placed numerous phone calls without success. On 10/27 a UPS rep said if I put $7.99 on a charge card, I could pick up the box at the UPS Customer ********************************************* in *************, **. I did, but when I called before driving over there, I was told it was not there. So the sender filled out a claim form online to start an investigation. The next day, UPS closed the investigation saying there wasn't enough detailed information. I drove to the ************* location on 11/3 hoping to be able to talk face to face with a human being. After waiting in line for almost an hour, I was told no information was available. So the investigation is closed, I have not received the $100 that is available if no extra insurance was purchased, and my charge card has not been credited for the $7.99. In the box is a brand new pair of cowboy boots just purchased on a trip to *******************, ** for $145, blood testing equipment, men's golf shoes, several pairs of women's shoes, souvenir shirts and caps from the Blues ****** weekend in *********, several file folders containing important medical and tax information, and possibly toiletries (I will be 75 on 11/26 and can't be sure.) I want a manager at UPS to look into this.

  Business Response

  Date: 11/21/2022

  We sincerely apologize for any inconvenience caused. Weve reached out to the customer with details on the investigation process, and to confirm some information. We've provided our contact details, so they can communicate the package information to our team. Thank you. 

• Initial Complaint

  Date:11/07/2022

  Type:Product 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.

  Received notice for a package with brokerage fees of $25.38, through UPS. Paid the fee using MasterCard on Oct 7th in order to receive package. On Oct 11, I saw the charge from UPS reflected on my MasterCard statement as $201.53. Contacted UPS Oct 11, was told I would be refunded. As of Oct 20 I had not been refunded. I contacted UPS again and provided, via email, the charge on my statement, the original amount from the pkg invoice and the last 4 digits of my card #. Was told I would receive a refund in 5-7 days. Oct 26, no refund. Contacted UPS again. Was told again from the 25th 5-7 business days. Asked to speak with a manager and was told I could not. As of today, Nov. 7th I still do not have a refund of the overcharge. I have spoken with 6 or 7 different customer ********************** reps since Oct 11 and there is still no resolution to this problem. I would like my $176.15 refunded from UPS without further delay.

  Business Response

  Date: 11/22/2022

  We sincerely apologize for the inconvenience caused to the customer for this situation and thank them for bringing it to our attention. As a representative from our Corporate Office, I have personally been in contact with our customer. The requested credit has been received. I am escalating her concerns regarding the frustration surrounding her experience.

  Customer Answer

  Date: 11/22/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:11/06/2022

  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.

  On October 11,2022 I was supposed to receive a package for overnight service from UPS. I made contact with them everyday up until the 20th,when I noticed everytime I would track the package it looked as if it hadn't moved since it left the sender.They continued to lie throughout this time telling me it's on the way when the tracking didn't show the same. Finally on the 20th I said I told the rep I think they lost my package at this time,and they finally admit to it after this long period of lying. It was a $9500 check I needed, that's why I chose overnight, so I had to borrow money to solve my financial situation. When I ordered another check,I got it on time but the carrier threw it in my yard by the bottom step,not the porch,so yes there was a $9500 check about to blow down the street. So here it is Nov 6 and now I'm in the midst of another package that UPS has lost from Nordstrom. At what point can they be held liable financially for these lost items,or do customers have to keep inconveniently reordering packages to correct their mistakes and they just are not held liable at at all. They keep saying something about filing a claim online and it will not submit and you can't speak with anyone to help you with a claim,it has to be done oonline.

  Business Response

  Date: 11/21/2022

  Advised customer of self serve options at ************************ and that we would be happy to assist with issuing a package investigation. We apologize for any inconvenience caused in this matter. 

• Initial Complaint

  Date:11/06/2022

  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 hate everything about UPS. The ** system is a disaster. The system cannot answer ANY questions you have and just directs you to the customer ********************** line which in turn does not have the option to get you to a representative and gives you the run-around. It is IMPOSSIBLE to get any help from UPS. I was supposed to receive a package on 11/5/2022 from 2 pm to 6 pm. I get it. Nothing is perfect but if a package is not going to be delivered on time I expect timely updates on why it was not delivered. Just an absolute disaster in the way you treat clients here. I only use UPS because it is the only option for some companies. Makes me cringe every time. My package is nowhere to be found. How is a package "processing" again after it was out for delivery? Makes absolutely no sense. I should also be able to file a claim if it was not delivered on time instead of getting the annoying "your package is still in transit" message. CLEARLY, IT IS NOT when it was loaded on a truck for delivery. The package number is 1Z6R014V0360096571 . Please find it!!!!

  Business Response

  Date: 11/21/2022

  Advised customer we show this package was delivered on 11/07/22. We apologize for the late delivery of this package and for any inconvenience caused in this matter. 

  Customer Answer

  Date: 11/22/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:11/05/2022

  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.

  I was waiting on an important parcel and UPS neglected to even buzz. When I tried to reach customer ********************** they were no help and blamed me for not answering when I was home the whole time.

  Business Response

  Date: 11/26/2022

  We sincerely apologize for the inconvenience caused to the customer for this situation and thank them for bringing it to our attention. As a representative from our Corporate Office, I have personally been in contact with our customer. His concerns have been escalated to the local management team to resolve.

• Initial Complaint

  Date:11/05/2022

  Type:Delivery 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.

  Someone is extorting me, via UPS. They have lengthened the length of the required password. Also. They have illegally kidknapped me for hip-removal. At night. While alcohol. Also. So. With UPS. I get General Delivery mail. But they made UPS claim that General Delivery is a PO Box and refuse to deliver to it. All this time. They always used to deliver to General Delivery for ***** They are using UPS as a barrier between me and them, through which to extort me. Thank you.

  Business Response

  Date: 11/21/2022

  We sincerely apologize for the frustration the customer has experienced. We would definitely like to investigate the customers complaint. UPS Corporate Customer Relations has contacted the customer via email on 11/21/22 to obtain a tracking number(s) for the packages in question. As soon as the information is provided we will further research the issue and proceed accordingly.

• Initial Complaint

  Date:11/05/2022

  Type:Delivery 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.

  We sent a $200 package with tracking. The package was never received. Upon talking to customer ********************** and getting a print out of the scanned location, it shows the item was scanned in the street in front of the apt where it was to be delivered. There is no proof it was left out side the door or put in the drop box where it should have been put. We have been waiting over a month for ups to investigate .

  Business Response

  Date: 11/29/2022

  We apologize very much for the inconvenience experienced by the customer in this situation. ***************************************** Customer Relations reached out to the customer via e-mail on 11/29/2022 to discuss their situation, and try to help in any way that we could. If the customer still has any questions or concerns about this situation and needs help, they may respond to our message at any time to get the attention of the Corporate Office.

• Initial Complaint

  Date:11/04/2022

  Type:Delivery 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.

  I was expecting a package from TMobile via 2 Day Air with UPS.The phone (package) was supposed to arrive on 11/3/2022 according to the UPS tracking website.At the end of the day, I called UPS Customer ***********************. I spoke to ****** who informed me that the package was not delivered because "the driver could not make it".I was told by a second agent that this case would be escalated and someone from UPS distribution center would call me on 11/4/2022 by 10:30 am.The next day 11/4, no one called. I called UPS again and I was told the package was on the truck to be delivered by 7 or 8pm.At 8 pm the package did not arrive. I called UPS again and I was told that the package is definitely on the truck and they will deliver it by 9pm that night.9 pm came and no package arrived. I called UPS and spoke to ****** He said that the only information he had was from the day before 11/3 that the package was somewhere at the distribution center.I spoke to two levels of managers ***** and ****.**** said that he will call me after 4 pm on Monday to give an update.Given the lack of follow up and communication from UPS, I am led to believe this package is gone and I cannot rely on "****" calling me on Monday 11/7.I am also without a $900 phone that was supposed to arrive in two days. Meanwhile, I am still without a phone presently and Monday will already be four days past the day I was supposed to receive it.I want this phone delivered to me or if I can pick it up. I was told they cannot guarantee when the phone can be delivered and that they are unable to have me come pick up the package myself.If the package is lost/missing, I expect to receive compensation from UPS to cover the cost of this phone and that they will need to work with me to speak to TMobile to send another phone if necessary.I filed case number C ********** with UPS

  Business Response

  Date: 11/28/2022

  We apologize very much for the inconvenience experienced by the customer in this situation. ***************************************** Customer Relations reached out to the customer via e-mail on 11/28/2022 to discuss their situation, and try to help in any way that we could. If the customer still has any questions or concerns about this situation and needs help, they may respond to our message at any time to get the attention of the Corporate Office.