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Business Profile

Delivery Service

United Parcel Service

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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United Parcel Service has 815 locations, listed below.

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    Customer Complaints Summary

    • 9,877 total complaints in the last 3 years.
    • 3,282 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:07/04/2025

      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 UPS Next Day Air shipment on June 26 was delayed and failed to satisfy the guaranteed delivery date. UPS is claiming that cutoff time was missed, but pickup at 4:41 pm was before the 5 pm time UPS shows on their site (see pickup report and screen shot of deadline copied from UPS site). I tried to request a refund calling UPS but agents would only pass me to an automated system that asked for a tracking number then said that the shipment is not eligible for a refund. I tried my best to get recourse on the phone with UPS but I could not find any way to get assistance with this.

      Business Response

      Date: 07/15/2025

      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: 07/15/2025

       
      Complaint: 23557894

      I am rejecting this response because: I was not contacted today (business hours) by UPS as promised. It would be much more helpful if UPS provides a direct method of contacting their person who is handling this complaint. Also if they contact me directly I request that this is via email (see below) so that I can have a record of the discussion and so that I do not have to be on standby for a phone call as I had to do today.

      Sincerely,

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

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

      Business Response

      Date: 07/16/2025

      Thank
      you for your additional correspondence. As a representative from our Corporate
      Office, I will personally attempt to contact our customer. They have also
      been provided with my direct contact information and invited to contact me
      directly should the need arise

      Customer Answer

      Date: 07/16/2025

       
      Complaint: 23557894

      I am rejecting this response because: the most recent message from UPS service *** says I have been provided direct contact information but I did not receive that info nor have I received a phone call or email from the UPS ***. The ***resentative from UPS should provide their contact info in this BBB portal so that we can all see that it has been provided.

      Sincerely,

      ******* ******
    • Initial Complaint

      Date:07/03/2025

      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.
      On **************************************************** UPS store to mail a package. I explained it needed to be delivered on 7/3. The agent gave me a quote to have the package delivered today, I paid the bill and went home. On 7/3, I discovered the package was never shipped, so contacted the store manager. She was extremely rude to me while telling me that the truck had already picked up packages at the location on 7/2 before I arrived, and a new pickup would not occur until 5 pm on 7/3. She also called me a liar, saying her agent had explained this to me, which he did not. I would not have left the package there if I knew it was not going to be delivered today. It is now 7 pm on 7/3, and my package is STILL not in the UPS system, which means it was never picked up. I demand a refund, an apology, and the location of my package. I also want to file a formal complaint against this location, business and manager.

      Business Response

      Date: 07/16/2025

      We thank the customer for bringing this matter to our attention. UPS Stores are individually owned and operated franchise. Concerns regarding UPS Stores must be handled through the individual store or their corporate office. Their concern has been forwarded to their corporate office. A member from that group will contact customer directly.

      Customer Answer

      Date: 07/16/2025

       
      Complaint: 23555358

      I am rejecting this response because I have not been contacted by anyone regarding my concern - not the store owner, the regional director, or the franchise corporate office.

      Sincerely,

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

      Business Response

      Date: 07/17/2025

      We thank you for customer's additional correspondence. Customer acknowledged someone contacted them from this office by responding to our email on July 16, 2025. On that response customer stated they had a lengthy conversation with the franchise corporate office. This matter is still an active investigation with the UPS Store Corporate office and a member of their office is in communication with customer. 

      Customer Answer

      Date: 07/17/2025

       
      Complaint: 23555358

      I am rejecting this response because: The conversation I had with the UPS Store corporate office was initiated by me PRIOR to filing my complaint. The person I spoke 
      with said that I would receive a call back but I never heard from them again.


      Sincerely,

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

    • Initial Complaint

      Date:07/02/2025

      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.
      UPS is claiming to have lost my package. A package including a $4420.00 engagement ring. When I first spoke to a representative, they explained that there must not have been a truck available at the time, but that one would be dispatched and be able to move the item. The next day, I called, and no notes had been left, or no updates could still be given. The unhelpful UPS representative explained it would be on me to call the shipper and notify them that the package was lost since no scans were completed since 6/30/2025.

      Business Response

      Date: 07/15/2025

      Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or frustration caused by this delivery. Our records show that the package was delivered on (DATE). A member of our team will contact the customer to provide an update on the delivery status and address all their concerns. We appreciate their patience as we work towards resolving this issue.

      Customer Answer

      Date: 07/15/2025

       
      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:07/02/2025

      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.
      Delivery driver used an Amazon Hub to deliver my package. When it has nothing to do with UPS because when I called customer ********************** there was no code given. So he placed my parcel inside no security. I was told I would be called in an hr its been 2 and half unacceptable when I work for the ****. As an carrier I know thats a BIG No No!

      Business Response

      Date: 07/15/2025

      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: 07/15/2025

       
      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,

      Roniecisia *******
    • Initial Complaint

      Date:07/01/2025

      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.
      On May 14, 2025, I shipped an iPhone 16 Pro Max back to T-Mobile using UPS. According to tracking, the package arrived in *********, **, on May 15, 2025, and was scheduled for delivery on May 16, 2025.After that, the tracking status changed to indicate an issue and advised contacting the receiver. I reached out to T-Mobile, who confirmed they never received the package.I opened an investigation with UPS, which was closed with the explanation not enough information, unable to contact customer. However, I was never contacted by UPS.I called UPS again and was told that because Im not the shipper, I needed to go through T-Mobile. I contacted ********, and together we filed a claim with UPS. I was told the investigations team would reach out to me, but that never happened. The claim was closed again just two hours later for the same reason.I called UPS once more and was told the claim was closed because T-Mobile needed to file it. I explained that ******** had already filed the claim. I was then transferred to the investigations team, provided the **** number, and was told it would take eight days to resolve the issue with *********** has now been nearly two months without resolution. I am extremely frustrated, as Im paying $120/month for a phone I no longer possess and am out over $1,300 for the cost of the device.I am seeking assistance to resolve this matter promptly. I believe I have been patient and cooperative, but I am receiving nothing but contradictory information and delays.Desired Resolution:Locate my shipment or reimburse the value of my iPhone 16 Pro Max ($1,300) and any fees associated with removing the line from my account.End the runaround between UPS and T-Mobile regarding claim responsibility.Provide clear communication and follow-through on the investigation.Thank you for your assistance.

      Business Response

      Date: 07/11/2025

      Thank you for reaching out to us with customer's concerns regarding lost or damaged package. Per the terms of service agreement UPS has with T-Mobile, we must refer all customers with claim issues directly to them. We do apologize for the inconvenience this has caused.
    • Initial Complaint

      Date:07/01/2025

      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.
      During the past 8 weeks, I've had UPS deliver 5 items to my address, but only 1 item was delivered to my garage. The other 4 items were left at the end of my driveway, or half-way up my driveway, which is 100 yards long. All of the UPS drivers absolutely refuse to drive up my driveway and deliver to my house, and there is NO reason why! Last night, the driver, who I assume was from the Plainfield, IN distribution center, backed in to the end of my driveway, took a photo of the package that he left in the grass beside my driveway, and then indicated on the delivery form that he had delivered the package to my front door! So, the drivers are either incompetent, lazy, or inept, besides being liars. I want all deliveries to be made to my HOUSE, not left beside the road at the edge of my property!! There is plenty of room for drivers to turn around in my driveway by my house, and the UPS drivers are the ONLY delivery drivers who refuse to deliver to my front door!!! I want to speak to a UPS supervisor in person immediately!!

      Business Response

      Date: 07/11/2025

      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 email on July 11, 2025 to address all their concerns. We informed customer that we will address this matter with all personnel involved with this delivery.Customer was provided with our contact information should they need assistance in the future. 

      Customer Answer

      Date: 07/11/2025

       
      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:07/01/2025

      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.
      I call UPS today **************, for 1 week and 2 day I have 10 packages that they let build up and didn't delivery. He would not give me his name nor address. I called *** and the 1 package was lost, 1 damaged therest supposedly coming today again! I don't know what is going on but there is something not right!These are Chritsmas gifts . This UPS is in ********,Nj. How do load something on a truck and 1 week and 2 days lost it?Help!

      Business Response

      Date: 07/10/2025

      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. 
    • Initial Complaint

      Date:07/01/2025

      Type:Order 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 went into a UPS store to ship a microwave oven to a customer on 6/12 where I paid $190 in shipping costs due the amount of padding and protection I added. The package ended up weighing 100 pounds and the oven itself is only 77 pounds so 23 pounds of packaging was added. I also bought the insurance to cover the $760 cost. The package arrived to the customer's home on 6/16. The customer said he went out to help the ******************** driver upon seeing the truck pulling up to his home. Per my customer as he walked out of the house the driver tried to lift the 100 pound package on his own and dropped onto the concrete from inside the truck. My customer then went into the house and opened the box where he found the oven damaged, the glass broken on the door and large dents in the item. I filed an insurance claim with UPS immediately and submitted pictures of the damage and shipping label. I then got all kinds of run around spending around 2-3 hours on the phone trying to determine what decision was made on the claim. On 6/29 I received a letter in the mail stating that they were denying the insurance claim because of inadequate packaging, which is crazy considering the weight alone of the package shows the amount of extra padding that was in with the oven, let alone the customer's eyewitness account of the ******************** driver dropping the package onto the ground from inside the truck. I now owe this customer $760 for ******************** damaging the item and purchased the insurance for a reason and am incredibly frustrated that a large corporation like UPS doesn't think they need to take care of their paying customers. Paying almost $200 for them to ship an item should guarantee safe delivery even if I didn't purchase the insurance, but I did and am owed the $760 plus the $190 in shipping!!

      Business Response

      Date: 07/11/2025

      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. 
    • Initial Complaint

      Date:06/30/2025

      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.
      Delivered an Amazon order to my front door. No doorbell ring or indication I received the package. I was expecting an Amazon delivery (they notify me once the delivery arrives) and it sat in the Florida heat/humidity for hours. Wheatgrass is heat sensitive & there's no way I'm consuming this product. I consider this UPS's fault instead of ******.

      Business Response

      Date: 07/11/2025

      Thank you for bringing this concern to our attention. We are committed to providing exceptional service to all our customers, and we deeply regret any inconvenience or frustration caused by this experience. A member of our team will be reaching out to the customer shortly to discuss the details of their concerns. We appreciate their patience as we work to resolve this matter.
    • Initial Complaint

      Date:06/29/2025

      Type:Order 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 need some assistance with billing. UPS does not show any record of payments made for UPS online accounts *********************** and that is very troubling. It appears that I paid for UPS My Choice twice around September 2024 and again in February 2025. I paid again because I could not tell if I already had the service. Customers should be able to look at their accounts and see when payment was made for various services. I am requesting a refund for the 2nd erroneous payment made in February 2025 for UPS My Choice which I already had.....Too, you can not do anything on UPS My Choice without an account number which I have never been given. Please advise as to why the system would take 2 payments from me when I had already paid September 2024 for UPS My Choice. Please advise on my account number.

      Business Response

      Date: 07/11/2025

      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 (DATE) to address all their concerns. We informed customer that we will address this matter with all personnel involved with this delivery.Customer was provided with our contact information should they need assistance in the future. 

      Customer Answer

      Date: 07/13/2025

       
      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. Someone from UPS called me and we discussed my complaint to my satisfaction. 

      Sincerely,

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

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