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

• 

  UPS

  800 Pardee Rd Oakland, CA 94621

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:07/05/2025

  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 paid for 2nd day air shipping through UPS. Although yesterday was a holiday (July 4th, 2025) it extended it to Monday which will be 5 days. I went to the customer ********************************************* at the UPS facility which is 10 minutes from my house to see if I was able to retrieve my package in person. When I first arrived I spoke with security and they informed me the customer ********************************************* was permanently close. He then called an office manager within the warehouse and they were extremely rude. They even asked the security guard why he let me in, and threatened to call the police if I didnt leave and hung up on the security guard who was polite as can be and simply doing his job. He then gave me the number to corporate customer **********************. After calling them with a wait of course, they told me there is nothing I can do, and no refund to Be had. It is unacceptable to pay for a service and not receive it then when inquiring about it be met with rude and nasty attitudes.

  Business Response

  Date: 07/15/2025

  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.

• 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:07/04/2025

  Type:Sales and Advertising 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 had the UPS ship and item for me. I took it to the UPS store and they processed the shipment. I double boxed the item with padding and a shipping blanket. I also placed fragile stickers on the item to let them know the item was fragile. They did not treat the package with care and damaged the cooktop that was inside. Broke the glass cooktop. I paid for insurance of $2000 for the unit. This is half the retail value. I am asking for the insured value and not full retail value.

  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.

• Initial Complaint

  Date:07/04/2025

  Type:Sales and Advertising 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.

  UPS charged me too much money to change my delivery address. Yesterday I was trying to change my delivered address and the Choice plan membership and got charged $90 and I tried to email them because I had talked clearly. No email address was found. I want to cancel my membership but it is hard to contact UPS. I get the package yesterday.

  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.

• Initial Complaint

  Date:07/04/2025

  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 had a package scheduled to be delivered on July 1, 2025. However, UPS sent a message saying it was delayed and would be delivered July 2nd by 7pm. On July 2nd, I contacted UPS once my package wasnt delivered by 7pm. I was told to give it until 9pm. Once 9pm came and I hadnt received the package, I called UPS again. I was told the driver may be really busy because of the upcoming July 4th holiday and to be patient because it was on the way. I waited until about 11:30pm and eventually went to bed. The next day, I received a message stating an attempt to deliver my package was made at 10pm. The driver was being untruthful when that was reported because no attempt was made. I have ring camera footage to support that. Furthermore, there was no UPS delivery slip left for me to indicate an attempt was made. I received an email stating that my package would be delivered to an access point in my neighborhood by 7pm. What UPS didnt take into consideration was that this specific access point closes at 6:30pm. Around 6:54pm (after seeing my package wasnt delivered as stated), I contacted UPS once again. I was told the package was still out for delivery. I explained that would be useless being that the access point was closed. I requested to speak with a supervisor and was then placed on hold with an expected wait time of over an hour. I hung up and called back. This time, I was told that a member of a supervisory team would call me back within a couple of hours. No one called me and I received a notice that my package would be delivered by Monday July 7th.

  Business Response

  Date: 07/15/2025

  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.
  

• Initial Complaint

  Date:07/04/2025

  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.

  This has happened multiple times where the UPS driver will go to the wrong home for delivery. It happened again on 7/3 with a product for my business that cost several thousand. Delivery was attempted at the wrong address and refused and now the item is lost or going back to the shipper.

  Business Response

  Date: 07/14/2025

  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:07/03/2025

  Type:Sales and Advertising 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 shipped a Gaming ** to a customer using ************* and paid extra for insurance and the ** arrived damaged as if the parcel was dropped, the internals of the ** were broken beyond repair. But since the repair estimate didn't specifically state that the ** was broken during transit they aren't liable. I have pictures of the pc before I had it shipped and the recipient has pictures of the motherboard broken upon arrival.I paid for all the extras they offer to avoid this and they are doing everything possible to avoid responsibility. I'd really hate to see what they'd do to someone who doesn't purchase any protection at all, this feels like a scam.I'm exhausting all possibilities before I seek legal counsel.

  Business Response

  Date: 07/17/2025

  We sincerely apologize to the customer for the inconvenience caused in this matter. The customer entered into a contract to ship a package thru The UPS Store therefore, all claim matters must be settled with their corporate office. For as UPS Stores are individually owned and operated franchises. Customer's information has been forwarded to their corporate office and a member from their team will reach out to the customer directly.
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23555452
  
  I am rejecting this response because:
  This hasnt been resolved. My complaint isnt with the UPS store, my complaint is with the insurance claims department. 
  My claim was denied after overwhelming evidence that my shipment was damaged during transit was provided. 
  

  They shut down all attempts at escalation and wouldnt provide any additional details. 

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

  Business Response

  Date: 07/18/2025

  We sincerely apologize to the customer for the inconvenience caused in this matter. The customer entered into a contract to ship a package thru The UPS Store therefore, all claim matters must be settled with their corporate office not thru this office. We have already informed customer of this information and forwarded their concerns to the UPS Store Corporate ***************** team to review with their claims department. 

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23555452
  
  I am rejecting this response because:

  No restitution has been made. They passed the blame to another entity under their umbrella and forwarded my information to them. 
  As per the email they are supposed to reach out to me but no contact has been made as of this writing.

  
  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:07/03/2025

  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.

  I shipped a package from a UPS store, I paid for shipping. I needed to reschedule the delivery and I went through the process of delaying the delivery from Thursday to Monday. I had to pay an additional service fee for this. I called them on Monday when the package was supposed to be delivered and they told me that I needed to wait till the end of the day. I waited till Tues and they told me because it was 4 business days since the last scan they could not do anything about the package not being delivered. I paid an additional fee for the package to be delayed 2 business days and they refused to locate the package because of the service I paid extra for. I called customer ********************** to contact the shipping center and every time I called they didn't instruct me on how to locate the package. It was a birthday gift that is now not delivered. Even after someone told me the only way to locate the package is to file a claim and then in less than 24 hrs they just paid out the insurance policy and did not make any effort to locate the package like I was promised. I have no interest in the monetary value, I want the package delivered as it was intended. It was supposed to be shipped out from the palitine shipping facility and it should not have left that facility. I don't know how it's this hard to locate the package. I am certain non of their customer ********************** **** could not make a call to the location. This seems like a ton of show for them to not do the job I paid for.

  Business Response

  Date: 07/14/2025

  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:07/03/2025

  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.

  I created a label on ************************ for a package on 01/14/2025 and got a tracking ID ******************. I had declared the value of $4910 and hence I received a special instruction form when I created this label. As per that form, I had to take the signature of the driver when they come to pick the package. On 01/16/2025, the package got picked up from my place in *********** and the special instruction form was signed. Unfortunately, this package got lost in transit, so UPS issued a claim for this shipment. When I got the claim payment, it was only for $1000 + the shipping fee, while the lost value was $4910. I contacted UPS, and they told me that since this package was dropped off, the UPS liability is for maximum $1000. I never dropped this package; it was a UPS driver who came and picked this package from my warehouse. The tracking does say that there is a drop scan on 01/17/2025 from a place in ********, *****. I have no idea when the package was already picked up from my place in ***** on 01/16, how can there be a drop scan on the next day from a city 1000 miles away from mine. I don't know if this is a glitch in the tracking but UPS can't just do this. I followed all the steps for a high value item and got the paper signed. I do not understand why they can't go back to this driver and authenticate what I am saying. And if the package is indeed picked by that driver, then the drop scan is a false alarm and UPS should pay me the full amount.I have been calling UPS claims department and they have no idea on how to deal with this. At last, they asked me to contact UPS capital directly. When I call them, no one answers.

  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.