Andrew S Yvw

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Verified Reviewer
| map-marker Raleigh, North Carolina

UPS is just the worst

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UPS is just the worst. Just in the last week, I've had (2) packages that require a signature.

The first delivery was attempted on a Friday at 1:30. I wasn't home, and it had said it was supposed to be delivered Saturday for a week, otherwise I would have made arrangements to be home. They didn't attempt to deliver the next day, so I changed to be picked up at a local UPS store. When I got to the store (after notification that it was ready for pickup) they couldn't find it, and said it had never been there.

The package was lost, and I couldn't file a report online, as it said I'd have to call the help line. The help line wouldn't allow me to file a report or speak to a representative Tracking info says my package was left at "Residential" (no address) and signed for by Lyons. There is no one by that name at my address. I ended up having to contact the company I bought the product from, and luckily they were very helpful and got it all sorted with a replacement package.

On to this week, when delivery was attempted on a Thursday, at 2PM, and another notice was left that they'd attempt today. So today I made arrangements to be home, expecting them to deliver at about the same time. I signed the notice, and left it on the door as instructed, but also put a note to call, with my number if I don't answer, stating that I am home. at about 2, I thought, "oh this is the same time they attempted delivery yesterday, let me go hang out outside for a bit, just in case." As I looked out the front window, I saw a UPS truck pulling away.

I heard no knock, and there was no additional notice on the door.

I grabbed my shoes and keys, and went to chase them down, because I can't afford to miss another day of work for their nonsense, but they'd already gotten out of sight, and I couldn't determine which direction they went. So now I'm sitting at home, getting up at every sound, in hopes that there are just (2) trucks that are routed through my neighborhood.UPS is

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User's recommendation: Use literally any other logistics provider.

1 comment
Guest

Please contact their corporate office at 404-828-**** or 404-828-**** Or contact Scott Harris at 404-828-****. You can also email him at Sharris@***.com.

If all else fails you can contact the Company Exec VP Kate Gutmann at kgutmann@***.com or the company CEO Carol B. Tome at ctome@***.com.

Joel Chandler B

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Verified Buyer
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Verified Reviewer

Have gotten as bad as FedEX

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UPS - Have gotten as bad as FedEX

When FedEx went into the toilet several years back, UPS remained one of the most reliable delivery services, at least in my area. Over the past 8 years I have been at my current address, their service has been nearly perfect, until about 6 months ago. Then they became as unreliable as FedEx. My experience yesterday went above and beyond their incompetence of late. I had a package that was out for delivery about 9:30AM and received an email from UPS @ 10:36 AM informing me that my package would be delivered between 4:15PM and 6:15PM. Online tracking was showing by 7PM. I gave it little thought until I received yet another unsolicited email from them at 4:05PM, stating "UPS Pre-Arrival: Your Driver is Arriving Soon!", "Your package is almost there!" and again "Scheduled Delivery

Thursday 07/13/2023 4:15 PM - 6:15 PM". That was the first time I had received a pre-arrival notice from them, reconfirming the delivery time. 6:15PM came and went, as did 7PM. At approximately 8PM, I rechecked the online tracking and it was still showing delivery by 7PM. At this point I was confused as to why they would send me a pre-arrival notice at 4:05PM that wasn't even true. So, I attempted to call them to find out what was going on. (I get 3-4 UPS deliveries a week and have never had a delivery later than 7PM. I called 4 times, each time getting their automated AI Bot and each time, for a different reason, it refused to connect me to a live rep and hung up on me. Finally, I checked on the 'Net and found a *** to get around the AI Bot and get directly to a live rep. Of course, it was offshore, though when asked what country he was in 4 times, with the first 3 attempts being met with total silence, he finally answered "America"! Not United States, but America. Nice way to dodge the question. I explained the situation to him and all he would say is that the last tracking was in the morning when the package went out for delivery. When asked about the pre-arrival notice I received, as well as why the online tracking was still showing by 7PM, which had passed an hour earlier, I was again met with silence. He did, however, apologize for the "inconvenience" several times. "Inconveneince" of course being the standard word used by ALL companies nowadays. When I have to call in and waste over 1/2 hour just getting past their AI Bot, it has become more than an "inconvenience". When I'm sent an unsolicited 'pre=arrival' notice and then watching out for the driver for almost 4 hours, it is more than an "inconvenience". But, nowadays ALL companies are using the stock response, "We're sorry for the inconvenience". How ridiculous, insincere and phony. Anyway, after I pushed hard, he said he would send a message to my local distribution center and have them call me. Amazingly, within 10 minutes I actually received a call! I immediately explained the situation and specifically asked why I was sent the incorrect pre-arrival notice at 4:05PM. While never answering that question, the first sentence of her response contained the words "technically", "theoretically" and "maybe".Right them, I knew this was w wasted call. She did, however, go on to state that they had real-time tracking of all packages and it showed mine was still on the truck and would be the very last stop of the day for the driver, who still had several other deliveries before mine, in 40+ minutes. Of course, this contradicted the offshore rep who had stated there was no way to ascertain any info past the last tracking in the morning when it went out for delivery. Again, when pressed on the 'pre-arrival' notice that was sent, she responded with silence. At this point, I was done and got off the phone. As it turned out, even her real-time package tracking was wrong, as the driver arrived 5 minutes after I hung up with her.

So, the package did arrive, albeit hours late and the only answer I was left with was comprised of "technically, theoretically and maybe".

My complaints include the ridiculously late delivery, the AI phone bot that refused to put me through to an agent and kept hanging up on me, the typical offshore rep who was useless, the local rep who refused any type of explanation and contradicted both the AI bot and the offshore rep and the overall unacceptable customer service. Have all companies gone to **** when it comes to customer service nowadays? And, if I hear "We're sorry for the inconvenience" or questions are answered with total silence one more time, I'll...

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Pros:
  • No pros over the last 6 months
Cons:
  • Poor customer service
  • Unreliable deliveries

Preferred solution: Apology

User's recommendation: Don't give up when you hit phone AI bots and don't give up when you get unresponsive offshore reps. And, don't believe anything any company tells you!

2 comments
Guest

When getting hit with automated phone systems (Calling it Artificial Intelligence is only half right. Guess which half.) you can sometimes still get to a human by just constantly pressing either the 0, *, or # buttons.

Or saying "operator" or "human" over and over. Though I have discovered that some phone systems will not hang up on you.

In the past, they would pretend like they cared, and connect you to a person. Nowadays even the hardware can't bring itself to pretend it cares.

Guest
reply icon Replying to comment of Guest-2366846

Nuts. I meant to say "will hang up on you".

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ldr l

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Verified Buyer
| map-marker Naples, Florida

Lost Package

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UPS - Lost Package
Package not delivered as promised. Unable to file claim because it was not "officially" lost - just missing. No live customer service reps at 800 number. I have been waiting 10 days for UPS delivery from CA to FL. I guess drivers should be paid more than $50/hour. Shipment has been in Naples for 3 days - just 8 miles away from my location and UPS can't even get it here on time! What a waste of my time and money. Perhaps UPS should merge with the Post Office - both have terrible service and cost too much.
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Loss:
$100
Pros:
  • Have local stores
Cons:
  • Shipments arrive late if they arrive at all

Preferred solution: Full refund

User's recommendation: Use FedEx

Heather E Irl

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Verified Reviewer

Complaint

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No person available. AI answering service is no help and hangs up before resolution. Need to talk to a representative asap!!!
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Preferred solution: I need a scheduled delivery earlier in the day.

User's recommendation: Don’t use UPS

Jorgen Kam

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Verified Buyer
| map-marker Buffalo, New York

Arrived damaged no product

UPS - Arrived damaged no product
UPS - Arrived damaged no product - Image 2
I spent 110$ to send a pkg overnight. It arrived open and no product was in it . Im very upset I have bad panic and anxiety attacks because I didnt receive my medication! Im pissed . Medication was $300 a bottle and shipping was $110. I m getting a lawyer and will sue you . Im on a family trip and it was ruined!!!
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Anthony T Zvb
map-marker Long Beach, California

Unreliable delivery. Can’t think of anything more useless than an unreliable delivery company

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Paid over $200 to have a package delivered to a business overnight for early am Saturday delivery. No delivery attempt was made, but the delivery was coded as attempted and business was closed. Meanwhile myself and about 30 other employees were indeed inside and waiting on the package. I despise a liar. Scott Tripp
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Loss:
$200
Pros:
  • Good at taking money and promises
Cons:
  • Fulfilling delivery customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Use FedEx

Mordecai Ghd

No Customer service

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I was waiting for an important package, I received an email saying it has been delivered, when I went downstairs to pick it up it was not there I never received it, and when filed a claim, the claim says closed with proof of delivery. But wheres the proof i have not received anything
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Loss:
$173
Cons:
  • No customer service

Preferred solution: Full refund

Sue M Auk

Delivery time

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Delivery time is so vague you have to hang around all day to get a package. Why can't they give you a two or 4 hour window?
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Preferred solution: Deliver product or service ordered

Kasia U

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Verified Reviewer

I want My package

UPS - I want My package
Hi my package was supposed to arrive today and didnt Ive been waiting on this package for a long time all for it to be out for delivery and never come. Apparently it says its been returned back to the sender. Can I please have my package my Address is 1417 Snaresway
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Loss:
$75
Pros:
  • It was so close
Cons:
  • Waiting for a long time

Preferred solution: Deliver product or service ordered

User's recommendation: Try harder on communicating bc u was in my era

Art L Ysq

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Verified Reviewer

Bad service

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Multiple delivery date changes. Live in Omaha, got notified package arrived in Omaha on 2/18, then delivery date started changing.
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Preferred solution: Deliver product or service ordered

User's recommendation: Don’t use UPS

Vickie T Fsd
map-marker Kansas City, Missouri

My package was delivered to wrong location

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I wanted to talk to someone about my package received by someone else- reasoned why there were no Proof of delivery. Couldnt get through to customer service
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Kiyara Vfc

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Verified Reviewer
| map-marker Toronto, Ontario

Triple charged for brokerage fee

UPS told me the refund would take 5 days after I requested it be expedited, was told on day 5 a supervisor would call me back during certain time frame, this did not happen. Day 6 I was told matter had not moved forward and that I was not guaranteed it would move forward. I was lied to by a supervisor basically. Day 6 I was again told that supervisors, managers . and director were all in a meeting, some unnamed person would call me back. I was not given a name of who would call back. How am I to know said person from UPS is a manager I requested to speak with?
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User's recommendation: Use a different service

Jalysa Trt
map-marker Istanbul, Istanbul

Lost Parcel Inquiry

Subject: Lost Parcel Inquiry - Tracking Number: 1ZXY848068****2057

Dear UPS Customer Service,

I am writing to express my concern regarding a lost package that I shipped from the Mardin/Nusaybin branch on February 27, 2024. The parcel, with tracking number 1ZXY848068****2057, is reported missing at the Tekirdağ branch.

Both the delivery personnel and the branch officials have confirmed the loss of the package.

I chose UPS for its reputation as a reliable international courier service, but I am now seriously worried about the fate of my shipment. It has been 15 days since the package was supposed to be delivered, yet according to the tracking system, it has not been received. The records at both the Mardin and Tekirdağ branches do not show the whereabouts of my package.

The lost parcel contained a phone, and its disappearance is utterly unacceptable. I intend to report this issue to the Consumer Rights Board and all relevant authorities.

I will also be informing UPS International about this matter.

I request an immediate investigation into this incident and a prompt resolution. Please update me with any progress regarding the search for my package.

Thank you for your attention to this urgent matter.

Sincerely,

[Your Name]

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Anonymous
map-marker El Paso, Texas

Didn’t receive next day air saver pkg

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I didnt deal w the UPS store chain. I called all the UPS numbers for customer service and the website and all I got was the virtual assistant.

I finally got through to speak to a human after pressing 0 several times b 4 I heard the assistant again. But even when someone finally answered, the female who answered was rude and sounded so bothered and basically told me just to make a claim! They were important documents I needed and now I have to wait like 90 days for the claim to b resolved?!

For UPS being a multi million dollar company, they sure dont know what customer service is. As long as UPS keeps making their millions, they will care less about customer service.

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User's recommendation: No I’ve never recommended UPS to anyone.

Ishani Xop
map-marker Pittsburgh, Pennsylvania

Complaint package 3 days late

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Should have been delivered Saturday that didnt happen buffalo ny finally made it to new Stanton pa on Friday at 3:45 am and its still there should have been in crafton pa on the truck for delivery
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