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 Parcels Service

  3800 N Sillect Ave Bakersfield, CA 93308-6358

• 

  UPS

  800 Pardee Rd Oakland, CA 94621

• 

  UPS

  371 Lakeport Boulevard Lakeport, CA 95453

• 

  UPS

  39962 Cedar Blvd Newark, CA 94560-5326

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:04/17/2025

  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.

  Over the past several weeks, UPS has failed to deliver over 30 packages to my business address (**********************************************). Despite correct labels, these packages were repeatedly misrouted to ***************, **** entirely different city. They were then returned to sender without a single delivery attempt or phone call from drivers.This pattern has seriously damaged my business. I had to issue customer refunds and reship at my own expense. I also filed a formal claim for one lost package (Tracking #1Z01Y30F0392662601), but despite submitting full documentation, I have received no response since April 11.This is more than one lost parcelit's a failure in UPS's delivery system and accountability. I am requesting:1. Immediate investigation and correction of routing errors.2. Reimbursement for the lost package and related costs.3. A written explanation of how this issue will be resolved going forward.If UPS fails to act, I will escalate through formal regulatory and legal channels.Attached PDF (UPS_Complaint_Evidence_Tracking_Claim.pdf) includes: #1Z01Y30F0392662601 misdelivered to ******* now under unresolved claim. #1Z0176Y40328417857 misrouted and returned without delivery attempt. #1Z01Y30F0392662601 (duplicate view) timeline and claim status.These show consistent delivery failures, financial loss, and total lack of customer contact.

  Business Response

  Date: 04/17/2025

  Corporate Customer Relations in the ***************************************** Office has been in contact with the customer to address his concerns. A formal complaint was filed on behalf of the customer to management at the local package facility to investigate this further. Corporate Customer Relations has provided direct contact information as we work to resolve his concerns. We again apologize for any inconvenience caused to the customer in this matter. Thank you. 

• Initial Complaint

  Date:04/16/2025

  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.

  My package was delivered to the wrong house and upstairs will not assist in correcting the issue. They sent a picture of the delivery and it was not my house. I tried to file a claim and they cancelled it. Then I called and they stated they could not help me? I attached the pic they sent and what my front door actually looks like.

  Business Response

  Date: 04/18/2025

  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:04/14/2025

  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 falsely claims that they have a Money-Back Guarantee for late delivery. My overnight package took a week to arrive. This is not what I paid for. Also, I have spent a great deal of time with the customer ********************** folks in many different branches, as well as, the ups store itself. No one knows of any way to actually make a claim on this, so called, "guarantee". I believe that since there doesn't exist an actual method to file a claim for a refund, then this is actually a false and illegal advertising claim on the part of UPS. I do want my money refunded to me, please.

  Business Response

  Date: 04/25/2025

  Thank you for contacting UPS. We apologize for any inconvenience the customer has experienced in this matter. UPS Corporate Customer Relations contacted the customer on 04/25/25 to discuss this issue. We value the trust our customers place in ******************** and look forward to the opportunity to serve them again.

  Customer Answer

  Date: 04/25/2025

   
  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:04/10/2025

  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.

  the amount is $136.96 I bought the shampoo, but I didn't receive anything. I didn't get any information about the package and didn't receive the package. I filed the claim, but UPS just provides a unclear picture and closed the claim for proof of delivery. And this company just didn't care about it.

  Business Response

  Date: 04/24/2025

  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: 04/24/2025

   
  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:04/10/2025

  Type:Product 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 delivered a package to my apartments electronic parcel locker but never triggered the code, so I am unable to retrieve the package. I filed a claim explaining the situation in hope that they would trigger the code or retrieve the package and deliver it to my door. Instead the claim was closed only a few hours later without investigation and without contacting me. I am now unable to file another claim on the package and cannot get in contact with their customer **********************.

  Business Response

  Date: 04/24/2025

  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: 04/25/2025

   
  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:04/09/2025

  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.

  On 3/28.2025 at 10:45 a.m I mailed, through United Parcel Service (UPS), Store 6943 at ******************************, an international packet (Tracking # *****************) containing documents, to be delivered to a person in *******, ***********. The date for delivery of the package was April 01, 2025. As of today, April *******, the packet has not been delivered, and UPS has not provided any updates, electronically or otherwise, as the to the reasons for the delay of the delivery. All the information I have on the status of the delivery was on my own initiative. I called UPS on Thursday April 4, 2025, Friday 05, 2025 and Monday 8, 2025. UPS is saying that the package is on the island, but they cannot give me a definitive response as to who specifically has the documents. All the phone numbers they provided as a contact on the island either doesnt work or there is no one answering the phone. I am unable to get UPS to find out exactly to whom the package was delivered. I paid $104.10 to mail this package but UPS seems to suggest that I either need to find the packet myself, because it is on the island, or file a claim within 60 days. That is unacceptable to me. UPS needs to resolve the issue. I paid for a package to be delivered and that is my expectation as to a resolution. At this point I am also asking, as an alternative, that UPS call the receiver of the package and provide specific information as to the location of the package on the island, the name of the person to contact on the island, and an operable phone number in *******. It appears to me that UPS should not have accepted my package because they do not have an operation in *******. The contact they indicated is ****, but **** does not have consistent operations on the island, and no one answers the **** phones. How the package got on the island and who it was delivered to is the question that needs to be answered by UPS.

  Business Response

  Date: 04/24/2025

  We sincerely apologize for the inconvenience caused to the customer for this situation and thank them for bringing it to our attention. As a representative from our Corporate Office, I have personally been in contact with our customer to reach an amicable resolution. They have also been provided with my direct contact information and invited to contact me directly should the need arise.

  Customer Answer

  Date: 04/24/2025

   
  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:04/08/2025

  Type:Product 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 sent a package via UPS Ground Residential on Friday, Feb. 28, 2025. The charge was $16.85. Sent to: ********* ********, ***************************************************************************** The package was returned to ********* on March 10: "Address Not ********************* is a personal friend. I've been to that address. It can be found easily on ****** Maps.I picked up the package on March 12th, and requested a refund. The employee telephoned management, and I was told that my request was refused. I then sent the package via Fed Ex, and it arrived three days later.

  Business Response

  Date: 04/24/2025

  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: 04/24/2025

   
  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:04/06/2025

  Type:Product 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 shipped a box with tracking number 1ZT6U1D60300020417 last week. The box was accurately measured at 8 x8x48. Evidently the scale in ** was off by 3.5 lbs, so my shipment was declared lighter than it actually was. 15 was declared weight. Actual was 18.5, rounded to 19. I received a letter from UPS billing stating that I would be surcharged as the package was 1 inch longer than I submitted, and 25 pounds heavier (at a total of 40 pounds!) than declared. Neither of those last data points are accurate. I attached photos of the longest length. Maybe one can say it's 1/4" off, but it's closer to 48 than 49". I do apologize for the 3.5 pound error, and would be fine with paying a surcharge for 3-4 pounds. I am unsure how the "40" pound measurement was obtained. I wonder if the auditor entered an extra zero and meant to enter "4". If that's the case, pls adjust the bill and surcharge to reflect that. Normally I would email or call customer ********************** but the website goes in circles and I wasted 15 minutes trying to find the account number, and never could send an email to address this. Thank you for your attention to this matter.

  Business Response

  Date: 04/23/2025

  Thank you for contacting UPS. A member of the UPS Customer Relations Team has reached out to our customer and addressed their concern. We value the trust our customers place in ******************** and look forward to the opportunity to serve them again.

  Customer Answer

  Date: 04/23/2025

   
  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:04/03/2025

  Type:Product 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 tried to create a shipping label through my UPS account but received an error: "UPS internal security measures prevent the processing of this shipment. If you believe you have received this message in error, contact UPS here." Thinking this was a cache issue or something, I cleared history/cache, tried multiple browsers and multiple payment types. Nothing worked. So I contacted UPS and was routed to tech support on the morning of 4/1/25. I was told I would get a phone call within 24 hours to fix the issue. Twenty-four hours comes and goes, and I call back. Then I'm told it can take ***** hours to hear back. I waited another ********************************* I called back and was told someone tried to call me and the case was closed (the error was still persisting though). I looked at my phone--there were no missed calls. Why would they not leave a message or contact me through email if they tried to contact me? I spoke with a supervisor who said I would need to have the case reopened but it would take another ***** hours. Meanwhile, I'm just trying to create a darn shipping label. I even tried using a new account or no account, and still received the same error (so perhaps they are linking me through IP). This has become very frustrating. I spoke to a 2nd *********** who who tried to send an internal memo to the security department because there is "no direct line", which seems ridiculous. There is also no internal chat (I asked if they could contact that department with a chat or whatnot). Some of the tech support personnel were not helpful at all, one even saying "you'll just have to wait." Well I already waited, and the original case was closed, so waiting doesn't seem to work! If I didn't need to use UPS specifically for this particular business transaction, I would have moved on to ***** or another. I just want this internal security error gone so I can download a shipping label.

  Business Response

  Date: 04/22/2025

  We apologize for any inconvenience the customer has experienced in this matter. A representative from our Corporate Office has reached out to the customer directly via telephone as well as e-mail to provide them with our direct contact information so we can discuss their concerns further. Thank you.
  

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I tried several weeks before receiving a response from UPS via BBB to remove my complaint as the issue had already been resolved by UPS (still took too long, but it was resolved). In any case, 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:04/03/2025

  Type:Product 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 paid UPS almost $90 to have a package delivered next air. It was Dropped off Monday morning at 10:30. Scheduled to be delivered no later than 1030 Tuesday morning. I received a call from the intended recipient stating the package never arrived. I spoke with a supervisor At UPS on Wednesday afternoon and explained that I would like a refund for a service paid for and not provided. I was told that the package was not delivered on time due to bad weather so no refund could be issued. After going a few rounds with this individual, he stated to me that it looked like the package had been delayed an extra day for some reason so therefore, it would be Eligible for refund after all. This gentleman told me that he would call me today on Thursday when the package was delivered to go through the refund process with me at 3:30. I still had not heard from him so I called back and gave them all of the information that I was given yesterday, and sent to a different supervisor. This person told me the same sob story about whether delay and that they could not refund my money and refused to hear me out about what the individual said to me yesterday. When I explained to him that I had paid for a service that wasnt provided and that I needed a refund for service, he laughed at me and said it wasnt gonna happen. I explained to him that I shouldnt have to pray before I mailed a package that it be delivered on time when I pay almost $100 to have it delivered so I spoke with my bank and will be disputing the charge tomorrow to try and refund my money that way .

  Business Response

  Date: 04/23/2025

  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: 04/24/2025

   
  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,
  
  **** ******