ComplaintsforUnited Parcel Service

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received notification that this package would be delivered on 7/27. Therefore, I was at home awaiting the arrival of my package. To my dismay, I received a notification at 6:34 pm that the "receiver was not available for delivery". I am thoroughly confused because I was sitting here and did not receive a call from the gate nor was a door tag left at my door. UPS utilizes a My Choice system where a customer can input delivery instructions. My profile states that the package should be left at the door and I include my gate code. None of these actions were taken. Thus, I have to wait until today to receive my package. I would like to know why there is so much inconsistency with my deliveries. The same thing happened on 7/20. This time the driver stated that he did not have my gate code. I would like for someone in corporate to make this make sense!

  Business response

  08/02/2024

  Thank you for contacting us. In addition to the Better Business Bureau, the customer also contacted our Executive Leadership Team for assistance in resolving her concern. A formal corporate complaint was entered on her behalf, and the customer was contacted by the Business Manager at her local center. The **** board has been updated, and all drivers have been made aware that all of the customer's packages are to be delivered to her door.

  Customer response

  08/02/2024

   
  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

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I dropped my package off at ups. And the company that was to receive the package got it and opened it and the shoes that I was selling was stitched out with women shoes. I filled a claim and ups is not doing anything about it at all. And that was the last place they was at that your the warehouse somebody stole them and I want my money for my shoes because I know I am not getting the shoes back.

  Business response

  07/31/2024

  We apologize for any inconvenience the customer has experienced in this matter. We ask that the customer please provide the tracking number for the package. Once we have this information, we will be happy to investigate further. Thank you. 
  
  

  Customer response

  07/31/2024

  1Z97747E0310787533. That doesn't matter because the package was missed place with another package. The first picture is of the shoe that was supposed to be sent. They took mine and sent the woman shoes. The tracking number is going to show delivered but it was the correct package 

  Business response

  08/01/2024

  Thank you for your additional correspondence. Our office reached out to the customer via e-mail on August 1, 2024 to initiate investigation. 

  Customer response

  08/01/2024

   
  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,
  
  ********************* . They have started an investigation. 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased an item from Headbanger sports. The item was delivered by UPS to the incorrect address and they only gave a $100 dollar refund for a $269.94 dollar item.

  Business response

  08/02/2024

  Thank you for contacting UPS. We ask that the customer please provide the tracking number for the package. Once we have this information, we will be happy to investigate further. We apologize for any inconvenience the customer has experienced in this matter.

  Customer response

  08/02/2024

   
  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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/02/2024 on the street on ************************************* a UPS driver hit my mom's car and caused damages to the side mirror. The driver never stopped and we don't know who they are. We know it was the UPS driver because the neighbors provided us the camera footage. I've reached out 2 times via email and get told that they will reach out to me to get a resolution. When I call they tell me they can't help me since I dont have any information on the driver. I just want the damages fixed that is all we have been asking for.

  Business response

  07/31/2024

  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 sincerely apologize for any inconvenience caused. The customer's concern was forwarded to the management team in the delivery center for follow up. Management will research the complaint and will follow up with the customer to further discuss. 
  

  Customer response

  07/31/2024

   
  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. UPS has been in contact with me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The norm for ups drivers is to lie claim an attempted delivery but package isn't ready. They surely need to restrict this option. My mom sat an waited each day for 2 days starting 7 a.m with her door open and they never showed up. Ridiculous, this even happens in my city, the same ol lies. Just cut ties with az pickup if you refuse to do it. I had to cancel the pickup to get it shipped back to me. Unfortunately i'm stuck with the same scenario.

  Business response

  07/30/2024

  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

  07/31/2024

  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have listed my security code for my security gate in my preferences on UPS. There was a delivery attempt made and the security code was ignored. I tried reaching out to UPS and the UPS hub but there is no way to spread directly to a customer ********************** person. I made several attempts to do this and finally the call hung up on me. I made several attempts using their virtual assistant and that directed me to call the customer ********************** number which I already did. I have a feeling this will end up being a recurring problem because if the driver and the UPS does not use my gate security code then what is the point of having it in my preferences? I saved my gate code 2250. In time my apartment may change it and then I will need to change my code in my preferences again. If my package (future packages) is not delivered, it will be because UPS is ignoring my security code in my preferences.

  Business response

  07/31/2024

  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 sincerely apologize for any inconvenience caused. The customer's concern was forwarded to the management team in the delivery center for follow up. Management will research the complaint and will follow up with the customer to further discuss. 

  Customer response

  07/31/2024

   
  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,
  
  Breggetta *********

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 25th, I purchased 4 wine goblets while in ******. UPS attempted to deliver the package while I was away, and when I returned I paid the additional COD fees they requested and was told the package would be delivered on July 16th. It never arrived. Despite multiple attempts made via online, phone and in person where I was assured the package was on its way, it has still not been delivered. I have attempted to file a claim online and via phone and have been prevented from doing so. UPS also refuses to connect me to a human being for assistance. I even went directly to their site on ******************* where **** assured me the package was on the truck. I also tapped my company's UPS account manager for help and while she told me if would be delivered by the 23rd of July, it wasn't. I tried to email someone at UPS, but got an error message. I'll send the information to them via snail mail, but have little hope of a response. Can you help me?

  Business response

  07/26/2024

  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 via phone and email and we are working toward amicable resolution. She has also been provided with my direct contact information and invited to contact me directly should the need arise. 

  Customer response

  07/26/2024

   
  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,
  
  Lark Will

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am currently waiting for the delivery of a package. Nearly every time a seller utilizes UPS, the same distribution facility marks my address as incorrect multiple times, often not giving me the option to confirm my very correct address, without attempting to deliver my package. Every time I have to go through hours of customer ********************** calls and emails to have delivery attempted. This has happened with dozens of packages over several years, while other services including **** rarely have difficulty locating my home. I have no choice in delivery services with many online retailers. I hope that by filing an official complaint this time, corporate and the local distribution center will take my request to find a preventative remedy at no cost to me seriously, and will make reasonable efforts to ensure my packages are actually delivered moving forward.

  Business response

  07/26/2024

  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. The UPS Corporate office has contacted our customer. We have assisted in getting the customers delivery instructions, and confirming their address / location. This information has been provided to the center management- who is ensuring that the address and instructions are noted in the UPS system. We are confident this will resolve the customers delivery issues. The customer has been advised to reach out to the UPS Corporate Office Manager should there be any further issues. 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 ********************, and look forward to the opportunity to serve them again.
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive recently been diagnosed with stage 4 kidney cancer. Part of my treatment is to take chemotherapy pills. The pharmacy sent the prescription via UPS and it was supposed to be delivered on Saturday. The website says delivery was attempted but the business was closed. I live in a seminary so we are a school and a residence. We also leave very clear instructions for deliveries. The website said it would be delivered the following business day by 1030am. When it wasnt delivered I reached out to customer ********************** to find out when it would be delivered. The customer ********************** rep called the distribution center and was told they decided not to deliver it today. They also dont have a way for me to pick it up. I asked the representative if there was someone else I could talk to. She said shed have someone call me. A few minutes later I checked my phone and saw I had a voicemail message. It was from the rep I had spoken with. She said she sent an email and I might hear from someone. She also said I could call customer ********************** to get help. I want to know when my package will be delivered so I can start my treatment. It would be nice if UPSs website shared the truth instead of automatically saying it will be delivered the next business day.

  Business response

  07/25/2024

  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

  07/25/2024

   
  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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a startup and opened a business account with ********************. I hadnt used the service and went to the UPS website to get a shipping estimate.I completed the form but only saw shipping days, not cost estimates. I decided to complete an actual shipment request to see the pricing. I knew the shipping day estimates already (up to three days ground for my region) and only wanted pricing.The cost shown (see receipt) was $0.00 and showed no future billing. I googled and called customer ********************** (screenshot of cell call record attached) to verify that I completed the information correctly and that the pricing was indeed zero dollars. The rep did confirm both and I figured it was a small business promotion (I received several promo email when I first set up this account.).The items shipped and two weeks later I received an invoice. This invoice is the first time Im seeing this cost and feels very much like a bait and switch. Transparency means everything and this experience feels very underhanded and unfair., especially since I called to ensure the costs were correct. The rep, nor the receipt never indicated future costs for me to approve.

  Business response

  07/26/2024

  Thank you for taking the time to bring this 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 and provided a resolution. We appreciate the customer giving us the opportunity to understand this situation and address the issue. Customer concerns are considered resolved. Thank you!

  Customer response

  07/26/2024

   
  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.
  

  Thanks for your help in resolving this issue.
  
  Sincerely,
  
  ***********************

*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. ↩