Yesterday I went online on UPS.com to schedule a shipment internationally. Should be a simple task as I've done it a lot of times with FedEx and even UPS (once) before. Filled out all the forms online, it gave me an option to pay. First I selected pay with my account, but it won't allow me as it says VAT format incorrect. Of course I am not signed up for VAT as it's a just a gift of no commercial value and I am a private person. Then it says I must add my UPS account to it. I did. But then it says account has already been added. OK, but when it is time to pay it says I must add a new or existing account. Does not make any sense. Then I selected to pay with Paypal and it asked for VAT again. Then it said my pick up location invalid (b/s), finally I was able to get rid of that error somehow (magically) and went on to pay with Paypal, was transferred to my Paypal account and paid for UPS shipping and then it supposed to return me to a UPS website, but instead it just opened a blank page and after waiting, nothing! So I returned to the UPS website to print the shipping label but my shipping history has NOTHING listed there! How could UPS erase everything but charge my Paypal for shipping!?

UPDATE: I keep on struggling with UPS.com website and find new and new, more and more ridiculous errors like this one, after I tried to update my account and add a credit card payment to it:

"We use invoice data to authenticate account ownership and protect your information. Unfortunately, since your account has no associated charges, we are unable to let you edit this information at this time."

More nonsense continues. I went and opened a different browser and typed www.ups.com and it opened a UPS website all in Arabic... And I thought FedEx was rubbish (I stopped using FedEx a while ago).

More nonsense: Now I tried to edit my phone number and email address and no, IT'S NOT possible either:

"We're sorry, but we're experiencing technical issues. Please refresh your screen or try again later."

Now I am trying to look up my shipping history and I know I had a recent shipment about a month ago, so I looked up everything for the past 3 months, but UPS can't do that either:

No activity found for this date range.
We can't see any shipments in the time period selected. Try searching a different date range. You can also find a shipment by tracking number or other reference if available, or go to your UPS My Choice Delivery Planner to find a parcel sent to you."

And then trying to order a shipment pick up and to print the label UPS keep on quoting fantastic amounts, all different such as $56 then $65 then $130 then $225 then $330 and then $340... and when I keep on closing and login again finally after hours of struggling it gave me a $56 quote again. Does it have to be that way?

No more ups!

Their customer service is one of the most disorganised I've ever experienced. The individuals I spoke with on the phone were friendly enough and tried to be helpful, but it's clear the overall management and leadership at UPS is absolutely horrible. It took me 2 hours (!) of phone calls to get the help I needed. I would call their general customer service, they would ask me for my tracking number, etc, and after all that would transfer me to another department. Then I'd have to explain the same situation yet again (that the package I've sent using UPS Express has gone missing and there are no tracking updates whatsoever). Then that department would tell me I need to "file a claim" online and asks me for my email address so she can send me a link (don't you have my email already if I just gave you my tracking number?). Instead of helping to fill out a claim for me through the phone I now needed to do this myself through the email link which is fine.

I click the link and (because clearly UPS doesn't check to see if their website pages are working correctly or updated) I'm not able to select the option "Sender". The only option available to click is "Receiver", even though I am the sender of the package. Also, my problem isn't listed under the "Select reason for claim" list. All kinds of issues are listed there, but not the simple option of "Missing package". So I'm not able to file the claim correctly. Then I had to call them back yet again and explain that the the claims page wasn't working correctly (because of said issues). They then ask me to call the technical department, and instead of just transferring me, give me the number instead. I write down the number and call the tech department. Long story short, they weren't able to help me and I had to call regular customer service back again and explain the whole damn situation yet again, as well as giving him my tracking number yet again. Thankfully, this guy was friendly and helped me out. He helped file a claim for a missing package through the phone, and said I should be contacted within 24 hours through phone or email.

I thanked him for his patience, and immediately after the phone-call I'm asking myself "Why am I thanking him for HIS patience, when I have just been on the phone for literally 2 hours, trying to get the help I need for my missing UPS Express package." Shaking my head haha.

So now I'll have to see if they indeed contact me within 24 hours to help me figure out where the package is. Again, I chose the UPS Express option (which is close to $40) because I wanted my package, a large envelope with a gift, long letter and a birthday card, to reach a friend in the U.S. on time for his birthday. 6 days later there's been no update on tracking and I don't even know if it's left my country (Netherlands). So I paid for Express shipping and not only has it clearly not arrived on time for his birthday, it appears it hasn't even left my country yet.

Long story short: One of the most disorganised customer service experiences I've had, and also one of the most exhausting. If they were well organised this issue could have been solved in 10 minutes. Again, I spent literally 2 hours on the phone trying to get the help I needed. It's quite outrageous. Unless I truly had no other choice, I will never ship anything with UPS again. Last time for me.

Worse company I've ever dealt with never able to take to a human had 4 packages MISDELIVERED to some other address

I have had various problems with UPS for years, but this last one is the straw. I ordered a part for my broken dishwasher from a great company that ships same day. I placed the order on Thursday (09/29/2022) and the company shipped it out that same day. Unfortunately, they used UPS instead of FedEx. On Friday (09/30) the package showed in transit to UPS facility in New Castle, DE. I live in Dover, DE. On Saturday (10/01/2022) the tracking info on UPS' site showed Received at 6:13am, Processing at 6:18am, and Out For Delivery at 9:18am, with a delivery time before 7pm. I took my dishwasher apart so that I could install the part as soon as it arrived. Unfortunately, the part did not arrive at all yesterday. As of 11pm, it was still showing as Out For Delivery by 7pm. This morning, I checked and no part. The tracking info on the UPS had been changed from Out For Delivery to On The Way with a new delivery date of tomorrow (Monday 10/03/2022) by 6pm.

I called UPS and the rep was less than helpful, giving me all the information that I had already seen for myself on the site. I had to keep telling him that it was showing as Out For Delivery yesterday and the info had simply been changed by UPS. He said it was not possible to just change the information in the computer. I said that it obviously could be because it was. I received no message of delay or any update whatsoever, although I have a UPS account and all updates are supposed to be texted to me.

He kept apologizing (which was useless) and said someone would call me tomorrow (which is even more useless), and now I have to put my dishwasher back together again until tomorrow. I have told the company I ordered the part from to always use FedEx and never UPS.

In the past, UPS is notorious for leaving my packages at my neighbor's house when my house number is prominent on the front of my house. On one of these multiple occasions, we had to move multiple packages one day that contained patio furniture from next door to our own yard. The next time was to move a box with a birdbath inside. These boxes were very heavy. This last blunder is just the cherry on top of a dysfunctional sundae.

If you are a business reading this, and you care about your customers, do not ship via UPS. Correct delivery is the exception to their rule of incompetence.

This company needs new management. They have some drivers that believe it's okay to drive fast in areas that little children live. Then when they get told to slow down they decide to slam doors on a person and ignore them. When ask for their name they slam their window on you. Tgen they continue that behavior almost hitting a bike and sending gravel up and hitting a truck. The driver then continues to try and drive off and is stopped by a concerned party because of the drivers behavior. Then the driver starts inching up to the party standing in front of the truck. At this point park managers asked someone to get a phone and taps on the back of the truck to tell the driver to stop. Cops get called out by the driver first because the manager didn't have the phone. Unfortunately, the officer didn't write everything down that happened. Now the management stops all deliveries to the whole area to punish the people for scolding their driver. When asked to get the corporate number or their legal teams number they say they can't give that number out to go to UPS.com. Well, good luck! With that. They just send you right back to the same response. When we went to the office in Knoxville and asked for the corporate office the lady at the desk told us it won't do us any good to call the corporate office because they won't listen. That was disappointing to hear. They started having people travel 100 miles to get their packages that they had already paid delivery on. When one person asked them for a refund on the money sense they had to get their package and it didn't come to their home they were told they couldn't refund the money. This happens to four people. Now these people are using fed X to get their stuff. One of these people came back and said someone pulled the driver out of the truck and broke his window. Which is another lie. So, does anyone know how to get directly in touch with the corporate personal or legal team. This is ridiculous. A company this big shouldn't be this hard to get in touch with. I also notice in reviews these problem are an issue. This area has received packages from this company for years and we haven't had any issues except the drivers dropping packages off at a park office, but that is understandable and not their fault as a lot of the area is not numbered. It's sad when you have to go to reviews because no one responds to your issues.

They charge to hold at a UPS Store or change if you change the delivery day! WAY TOO LARGE OF FEES!

Horrible experience! I have the UPS app so that I can get package updates and use the tracking tool so I know where the truck is with my package in order to get a better idea of the time of delivery.
Package was scheduled to be delivered between 1-5pm 1/5/22. At 5:30pm I received an update saying the package would be delivered by 7pm. At 7:20pm I received another update saying the package would be to me by 9pm. At which time I decided to check the app to see where the truck was. The truck was in my neighborhood. At 8:30 no package so I went to the app again. The map showed the truck was out of my neighborhood and in another zip code.
At that point I called customer service. The woman I spoke to first tried telling me that my package wasn't on that truck. That it was more than likely on another truck and I would have my package by 9pm. I told her about the app and the mapping. She proceeded to tell me they have more than one truck and that just because a UPS truck was in my neighborhood doesn't mean my package was on that truck. I then asked her why in the world the app would track a truck that my package wasn't on? That made no sense. She then asked me to hold. When she came back she told me they just updated the delivery and my package would be delivered by 11:59pm. I said, "Let me get this straight. You're telling me that my package will be here by 11:59pm? I'll have my package tonight?"
She said, "Yes!" I told her that didn't sound right because UPS doesn't deliver my neighborhood that late and the truck is heading away from me, now two zip codes away. But whatever.
After we hung up, I checked the map again to find the map was no longer available.
At 10:10 I received an email telling me my package was delayed because of adverse weather conditions. Made no sense because it was cold but in the 40's and the truck was in my neighborhood. Just one block over.
I waited till this morning (1/6/22) to give customer service a call. This time I was told my package was being held due to adverse weather conditions.
Well that was weird considering today was a high of 44, sunny and the roads were clear. When I explained this to the operator, she put me on hold to call the customer hub where my package is. When she came back she told me that the manager from that gun would call me back i. About 15 mins. This was at 11:30am. I waited till noon to find out they close at noon and then reopen at 5pm.
Needless to say, I never received that call back.
I waited till 5pm to call customer service (they wouldn't give me the number to the hub) to find out what was going on and why there have been no package updates since 10:10pm the day before. Again I was told my package was being held due to adverse weather conditions and that they will deliver it 1/7/22. The problem with that is we are expecting a snow storm starting tonight at 10pm till 5am. If UPS can't deliver a package because of adverse weather conditions when it's 44 and sunny, there's no way they are going to deliver immediately following a snow storm. But again, the operator assured me that 1) Someone from the customer hub will call me with in the hour and 2) my package will be delivered tomorrow. When I asked if I could just go pick up my package tonight, I was then told I can't pick up till tomorrow and that it would cost me to pick it up. Which I find ridiculous when UPS refuses to deliver the package to begin with. It really sucks that your company treats customers this way.

MY UPS COURIER EXPERIENCE REVIEW
(THIS IS FOR ALL OFW WHO'S PLANNING TO SEND BALIKBAYAN BOX.)

Last NOVEMBER 27,2020 I sent TWO PARCELS from SOUTH KOREA TO CEBU, PHILIPPINES.
Since I can't go home because of the pandemic we're facing right now. I decided to send package to my mother. Before I already sent parcels many times to CEBU CITY.

I have always been using EMS POST OFFICE because of their fast and reliable service. The EMS POST OFFICE told me that "Only UPS COURIER can go to CEBU CITY, PHILIPPINES." So, I have no other options but to send my package using UPS COURIER. I paid DOUBLE PRICE FEE than the usual I paid for EMS POST. I was hopeful that my package will be delivered early. And "YES, IT WAS DELIVERED EARLY and THAT WAS THE SECOND PACKAGE."

The First parcel has a tracking number 1Z*******F*******217. And the Second parcel has a tracking number 1Z*******F*******407.
The second parcel was delivered on December 1,2020 at 4:19 pm and paid CUSTOMS Tax amount in Philippine Peso 2,516.00 (Two Thousand five hundred sixteen peso).

So, I was hoping that the FIRST parcel will come anytime soon. But days, weeks, and months passing by it hasn't arrive yet. So, I wonder what happened. I sent an email to UPS CUSTOMER AGENT. Fast forward, we exchanged mails with the agent. They asked me documents such as AIRWAY BILL, PROOF OF PURCHASE, AND CREDIT CARD STATEMENT OF ACCOUNT. So, I have given all of the documents they asked.

Then again, they are asking "FDA PERMIT." Then I emailed them again. "Why are you asking me FDA PERMIT? When I am just sending these items as gifts. Is there any other way so that my parcel will be delivered? Or should I pay more tax than the usual?" and then they calculated that I should pay the amount in Philippine Peso 5,285.00 (Five thousand two hundred eighty-five peso). Then I agreed to the agent that I will be paying that amount just the parcel to be delivered.
The last email that I have received was on January 15,2021. "This email acknowledges the receipt of your message. We'll proceed with customs clearance tonight." Then I waited again and hopefully it will be delivered anytime soon.

Last January 26,2021 and February 17,2021 I have sent an email to the agent but the agent didn't reply. So, I sent an email to their new agent last March 2,2021 and give the necessary details of the parcel. The agent replied to me March 3,2021 the again we've exchanged mails until she said "I regret to advise you that I am still waiting for our counterpart's feedback regarding the retrieval of your abandoned parcel." So, I replied her back "The parcel wasn't abandoned. I even agreed to pay more tax so that we can claim it. And your fellow customer service agent told me last January 15,2021. "This email acknowledges the receipt of your message. We'll proceed with customs clearance tonight."

So, the agent again replied me on March 10,2021 and said "I have received a feedback from our Brokerage Group that unfortunately your package cannot be located at the moment."

And now, I am DISMAYED and FRUSTRATED. I think my gifts inside the parcel was already been used by them. At the end of the day, no matter how many emails and documents we send to them. They are trying to tell "Just give up! Its already lost or the items have been damaged and used"

SO, I WILL NEVER AGAIN USE UPS COURIER. THIS IS MY FIRST AND LAST TRANSACTION OF THIS COURIER.

On the 22nd Of January, my package was sent by the seller, shipped by UPS who picked up the item. Within a day they had damaged my item and Halted its shipment in Stanford Le Hope, United Kingdom. After trying to get in touch with them on several occasions they could give me no information as to what happened to my package nor how it was damaged.

After getting in contact with the seller they agreed to send me a replacement item as UPS had damaged the first one. My replacement item was shipped out on the 28th January via UPS again. Within a day on the 29th, it was scanned in Transit to Feltham, United Kingdom and I received an email stating my package would be delivered on the 1st February between 12:45 and 16:45. This time came and passed.

By the 3rd February, the package had still not arrived so I got in touch with UPS via their customer service landline. I was on hold for 40 minutes before speaking to someone, who told me that my item was at the West London Delivery Depot waiting to be shipped, they then arranged a call back from West London who called me within 15 minutes to tell me that they did not have my item and that It was still at the London Hub and was told to call customer services back. I then called Customer services back, again on hold for 40 minutes, where I was then put through to an agent who said she was going to email the London Hub to get an update on my parcel and request expedited shipping considering they had already damaged my first shipment. I was told by the agent I would receive a call by 5 pm that day (3rd February) or by 8 am the following morning (4th February) from the London Hub to update me.

This never happened. I waited the entire day (4th February) and received no follow up. At 5 pm I decided to call Customer Services to ask them what was going on after I was on hold for 20 minutes I was put through to an agent. They told me It was not possible for an agent to have emailed the London Hub and that they neither have the record of that email nor the capacity to email a hub from Customer services and that the agent I spoke to previously LIED to me.

Rightly enraged, the agent suggested I escalate to a supervisor who I was put through to after 1 Hour on hold, relaying that it was not possible for the agent to have contacted the Hub and I was given FALSE INFORMATION. This Supervising agent stated they would get in touch with the hub directly and call me back. Then attempted to call London Hub (4th February) 18:30 and proceeded to try to do so until 19:00, where the line was constantly engaged. I was called back by the agent at 19:07, where I was informed he was unsuccessful in getting in touch with the London Hub and that he would try again tomorrow morning when his shift starts.

5th February morning around 11:37 I was contacted by the supervising agent who informed me that he had been in touch with the London Hub and that they were manually looking for my package and that he would receive and update from them regarding the status later in the day, once done would follow up with a phone call to me. At 14:30 I was called back by the supervising agent to let me know that they could not locate the Package and that it was LOST. Then proceed to tell me that I have to start a claim online to launch a Tracer/Investigation with would take 8 WORKING DAYS and that it was unlikely that they could find my item as the personnel on the ground already could not locate it.

I AM AT THIS MOMENT EXTREMELY INFURIATED. NOT ONLY DID YOU DAMAGE MY FIRST PARCEL AND RELAY NO INFORMATION TO ME, YOU THEN LOSE MY REPLACEMENT PARCEL? MAKING ME SPEND AN ESTIMATED 3-4 HOURS ON THE PHONE WITH YOUR CUSTOMER "SERVICE" DEPARTMENT, TELLING ME I AM NOT ELIGIBLE FOR COMPENSATION BECAUSE THAT SYSTEM IS CURRENTLY SUSPENDED?!?!

YOU NOW EXPECT ME TO GO BACK TO THE SELLER TO GET THEM TO RESHIP GOODS THAT WERE TWICE DAMAGED/LOST BY YOUR COMPANY (£400+), LEAVING THEM FURTHER OUT OF POCKET ME WITHOUT MY PRODUCT GOING ON 1-2 WEEKS +.

I AM EXTREMELY DISAPPOINTED IN THE UPS SERVICE AND THE WAY I HAVE BEEN TREATED BY THIS COMPANY, PROVIDING FALSE INFORMATION + WITHHOLDING INFORMATION I HAVE A RIGHT TOO AND THEFT.

I HONESTLY BELIEVE MY ITEMS WERE STOLEN AND NOT DAMAGED/LOST.

PLEASE DO NOT SHIP WITH COMPANY USE DPD!