Complaints
This profile includes complaints for United Parcel Service's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9,837 total complaints in the last 3 years.
- 3,222 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/30/2022
Type:Delivery IssuesStatus: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 received 6 or 8 emails with tracking numbers a purchase. The day of the scheduled delivery, I received 3 more emails with tracking information, one stating the package was on the truck, and will be delivered by 12:00 noon.12:00 noon came and went with no package, and not the tracking information given by their website stated delivery by 7:00pm. 7:00pmcame and went with no delivery, and a change to "by the end of the day" on the tracking details. 8:30pm and still no delivery, and now the tracking information on the web site shows "Second Delivery Attempted" and a delivery date will provided as soon as possible.... There was no delivery attempted, PERIOD. After this information, I called UPS customer ********************** four times before I could get an agent, and the tracking information given over the phone stated that the package was never on the truck, that the attempt to load the package failed because the package was not ready.UPS dictated my time all day long for no reason what so ever.I require corrective action to be taken to keep this from happening yet again.Submit what UPS actions will be taken to not publish incorrect tracking information.Or, I will take up just as much of your time (UPS), as you have taken of my time.*******Business Response
Date: 08/09/2022
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. The customer has been provided our direct contact information multiple times but is refusing to discuss the issue with us directly. Therefore we ask that the customer please contact us at the email address provided so we can further assist them.Customer Answer
Date: 08/09/2022
I have asked UPS to contact me through the BBB site, and post their response here.
They continue to contact me directly through my email address, and not post their response
to the complaint where it was filed.Business Response
Date: 08/10/2022
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 have provided our direct contact information in the event the customer has any additional questions or needs additional assistance and have contacted the customer directly as well.Customer Answer
Date: 08/10/2022
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:07/30/2022
Type:Service or Repair IssuesStatus: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.
Date of occurrence: 7/30/2022 (all day)UPS promised a phone call BEFORE it would be delivered. Never happened. After MANY attempts of me trying to get a call back, I finally got a call and was told to meet the driver at my address in 15 minutes. I arrived in ***** min and as I got there he just drove away. I waived him down from my car and he shook his hand and head as a way of saying "no". Then I called back to let them know and they said they would give me a call back again. another hour went by and I called again, they said "oh they were supposed to call you about 30 min ago, let me reach out to them and let them know, you'll get a call shortly". I waited another 40 minutes and called them back again. They said their dispatch facility is now closed!They have drivers that come up to peoples houses WHILE THEY ARE HOME and sneak "missed you" notes on the door without ever knocking or notifying the receiver and running back to the truck.I have 2 "missed you" notes the are COMPLETELY blank. Not even a check ****.This type of activity is unprofessional and can put peoples health at risk (medical supply packages).Business Response
Date: 08/09/2022
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.Initial Complaint
Date:07/30/2022
Type:Delivery IssuesStatus: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 ordered an item from Amazon,and they shipped it by UPS.The delivery date was today,and I was home all day.At 4:34 pm,I recieved an email from UPS stating that they "attempted" delivery,but couldt get an adult signature.I did not see or hear any UPS truck in our parking lot or on the street at any time today,and my doorbell never rang either.UPS simply didnt deliver my package.When I called Amazon,they provided the same lie,and said they would "attempt" delivery on Monday,48 hours later than it should have been delivered,no apology.Business Response
Date: 08/05/2022
Advised customer the driver attempted at the incorrect address on 07/30/22, however, the driver did deliver to the customer on 08/01/22. We apologize for any inconvenience caused in this matter.Initial Complaint
Date:07/30/2022
Type:Delivery IssuesStatus: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 7/27/2022 I shipped a package from my local Postal Annex via UPS to ********** *******. It was suppose to arrive by 700pm on 7/29/2022. It did not. UPS states it was not delivered because of a wrong/incorrect address. That is ***** ALL documentation (UPS shipping label, transaction receipt, Postal Annex receipt) ALL had the correct address on them.It was purely the UPS Drivers fault why the package was NOT delivered as promised. I expect a full refund of $17.63 In addition, I tried to file a complaint on the UPS website using the email address stated, and my email came back saying the Customer ********************** email is not valid. WTF?!Business Response
Date: 08/05/2022
Advised customer the Postal Annex location didn't print the Apartment Number on the label. Customer needs to contact this location for reimbursement of the charges. We apologize for any inconvenience caused in this matter.Initial Complaint
Date:07/30/2022
Type:Delivery IssuesStatus: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 picked up my package containing a ******* Galaxy S9 to be delivered to ******* for trade in. After pickup, the item was still not marked as picked up, and hasn't been for over 2 weeks. I filed a claim with UPS using the tracking number (1Z90A26F9019177925) and UPS closed the claim with the reason "Liability period has passed." The label was created on July 7th, 2022, and from what I can gather, their liability period is 60 days.Business Response
Date: 08/05/2022
Thank you for notifying UPS of this concern. Please allow us to research our customers concern for a resolution. We sincerely apologize for any inconvenience caused.Initial Complaint
Date:07/30/2022
Type:Delivery IssuesStatus: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 were expecting 34 boxes to be delivered to us via UPS. These boxes include our products from ***** so we've been waiting for this for almost 3 months. A shipment with 34 boxes is not a small order for a small company like ours so we have to do a little preparation to receive the shipment so at least a day heads up would be at the least courteous. But NO, on July 29th, a person from UPS calls us saying the boxes are going to be delivered to our address in 1 hour. I got so confused, cuz when I track my packages, it only shows ON THE WAY. Around 2 hours later a guy from UPS shows ** in our front door. However, he only has 14 boxes. So, we told him that it's an incomplete order and we're supposed to receive 34 boxes. This guy is as unfriendly as a person can be. His answer is "Well, this is what I have. You can take it or not take it." So, we politely asked him if they can deliver us our full order of 34 boxes together. He took the boxes back and even until now the real trouble hasn't started. After he left, when we tracked the shipment, the status for these 14 boxes started to say "Returning To Sender". We were panicking as we really didn't want our shipment to be sent back to the sender. We called UPS right away and clearly told the rep we dont want to return these packages and she ensured me that she had put a request for me so that none of the boxes will be returned to sender and UPS will redeliver the packages next business day. After few hours (around 9pm), I called UPS again to check the status, we spoke with this **** ***** about our problem and he told me that these 14 boxes have been already in transit returning to sender. I was furious by this time and asked to speak with the manager, Dolly. She let me know that she cannot do anything since the distribution center has closed. The only time they can get back to me will be Next Tuesday. This is ridiculous! I need my packages and I don't know who gave them the authority send it back!Business Response
Date: 08/06/2022
We apologize for any inconvenience the customer has experienced in this matter. The customer's concern was forwarded to the appropriate management team regarding the shipments that have been improperly returned. Thank you for bringing this matter to our attention.Initial Complaint
Date:07/30/2022
Type:Service or Repair IssuesStatus: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 supposed to have a package deliver to me on 7/22/22 and UPS stated that the package was dropped off at my front door, but I did not receive it. I filed a loss package claim with UPS. I followed up by went online to see my claim status and UPS stated that UPS is in contact with the shipper and my claim is in pending status. So I called UPS to see what I needed to do and I cannot get through a live human to ask and I called 4 times. On 7/30/22 morning I went online and my claim is now closed. I did not receive any communication from UPS after the initial claim that they have received my loss package claim and that was the only communication I received from UPS.Business Response
Date: 08/05/2022
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.Initial Complaint
Date:07/29/2022
Type:Delivery IssuesStatus: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.
To whom it may concern:I placed an order with Mielle Organics on July 24, 2022. At check out, the website provides the option for a customer to pick up the item at a local ******************** store.I just purchased a home and wanted the item shipped to a store as the last time I ordered from Mielle it took over two weeks to ship so I wasnt sure when Id get the box and did not want the box to get delivered (potentially) to a place I no longer live, thus I selected the *************************************************************************** site did not have clear or conspicuous language that if I shipped to a store there would be a fee associated with picking the item up so I assumed this was a free service and used the ship to store option. Most retailers actually allow free shipping when shipped to a retailer (Nordstrom for example).************ UPS store called me on July 28, 2022 at 1:12pm EST and left a voicemail to let me know the package needed to be picked up, they did not indicate there would be a fee associated with picking up the package.I went to the store on July 29th 2022 to pick up the item and was shocked there was a $10 pick up fee, the receipt citing its a covid fee. While in the store, most employees were not social distancing and all were not wearing a mask so I cannot imagine the fee would be in place for Covid when they are not adhering to any covid related policies for employees or customers in the store.The fee imposed was not made clear and upfront to me as a customer at any point during the online transaction nor was it made clear to be prior to pick up.I am requesting a refund for the item I had to pay for picking up.Please contact me at *******.******@gmail.com.I plan to take this up with the ************************************ if it is not resolved by UPS. See screen shots attached that outline the issue.Business Response
Date: 08/08/2022
Advised customer this is a new fee. She can use MyChoice to have packages sent to a UPS Access Point and there isn't a fee to do so in the future. We apologize for any inconvenience caused in this matter.Customer Answer
Date: 08/08/2022
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:07/29/2022
Type:Product IssuesStatus: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 passport photos at The UPS Store #****. I received a rejection noticed, returned to the store to complain. I was informed that they would not refund the $15 fee. I paid again to have the photos re-issued and re-submitted the form. It was again rejected for the same reason. I spoke with the manager today, ************************* today July 29, 2022 and he informed me that no refund would be provided. I am submitting this complaint to United Parcel Service, Inc. directly because the BBB page for the headquarters for The UPS Store has unanswered complaints. I expect that United Parcel Service, Inc. has higher standards. Moreover, both rejection letters state that the application fees cannot be refunded by law.Business Response
Date: 08/05/2022
Thank you for contacting us. We have forwarded the customers concerns to The UPS Store's Corporate Office for investigation. They will contact the customer within 48 hours.Customer Answer
Date: 08/05/2022
Complaint: 17645126
I am rejecting this response because:You haven't addressed the issue. I received an e-mail from UPS Customer relations which says the following:
"To submit a concern regarding your experience please visit our website: https://www.theupsstore.com/support/email-us or call us at **************.
Please include The UPS Store location and a tracking number if your concern is related to a package shipped through The UPS Store."That isn't a solution.
Sincerely,
****** PlainfieldBusiness Response
Date: 08/10/2022
Thank you for contacting us. Because this concern pertains to a *** UPS Store location, we have forwarded it the ********** of *** UPS Store Corporate Office for investigation.Customer Answer
Date: 08/10/2022
Complaint: 17645126Please provide me with the contact information for them so that I can follow up. I would like my fees refunded.
Thank you,
~******
Business Response
Date: 08/11/2022
Thank you for contacting us. Because this concern pertains to a *** UPS Store location, we have forwarded it the ********** of *** UPS Store Corporate Office for investigation.Initial Complaint
Date:07/29/2022
Type:Delivery IssuesStatus: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.
Ordered a product that was rerouted to a UPD collection point. Collection point could not find package. Opened claim. Claim closed and said package was being delivered. Driver said a package for my address was missing from his truck. UPS collection point said their system says package is being returned to sender. No way to amend the claim on UPS or contact via phone.Business Response
Date: 08/04/2022
Advised customer the package was returned to the shipper. We apologize for any inconvenience caused in this matter.
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