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

  
• 

  U.P.S. Freight

  PO Box 1216 Richmond, VA 23218-1216

• 

  United Parcels Service

  3800 N. Sellect Avenue Bakersfield, CA 93301

• 

  UPS

  20885 Redwood Rd Castro Valley, CA 94546-5915

• 

  UPS

  712 W. Clark Street Eureka, CA 95501

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:04/02/2025

  Type:Sales and Advertising 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.

  4/2/25, UPS. $202.96. We were supposed to recieve a ac kit for a 90s **** truck total of 5 items. Ups had the wrong address and wouldnt let us change it. On the second attempt we had to wave the delivery truck down and they finally deliver our package. There were only 3 out of the 5 items inside the package. Someone tore the box open and stole the ac compressor and ac compressor oil. We immediately called local Coweta ok police department and spoke with a officer regarding this once we realized items were stolen then the box re taped. Stealing mail is a federal offense and we fully intend on pressing charges.We have also contacted the state attourney general regarding this matter and will follow up in a interview with them tomorrow.

  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 and resolution on this matter. Thank you.
  

  Customer Answer

  Date: 04/26/2025

  
  

  
  ***** *********

  Ups has contacted the shipper and has already sent a full refund for the parts that were missing.  It will forever remain in my memory how and what happend but they have at least made some attempt to rectify the situation.  Best regards

  Complaint

  :23153931

• Initial Complaint

  Date:03/30/2025

  Type:Customer Service 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 am very frustrated at this point. I will be leaving this address on 03/31/25. I was just living here temporarily: ******* ***** ********************************************** I will be going back home to:******* ***** 1200 Town Center Village Drive Apt. ****************************** ***** I want my package sent to:UPS ************************************************************************** ***** I have had nothing but problems since purchasing UPS My Choice. I am not able to get anything done on the website platform due to glitches, the system not accepting my email address for verification purposes despite having a membership, and just poor performance of the system as a whole. This is absolutely ridiculous!!!I have repeatedly called ************ to no avail. I can not get beyond the automated recording because the system is not recognizing the last 6 digits of my tracking number. The system must recognize a tracking number before the customer can speak to a live agent. This has been a NIGHTMARE!!! UPS My Choice is supposed to give the customer the freedom to be able to self serve and change/update the delivery of a package. Please contact me in oder to resolve this problem.

  Business Response

  Date: 04/21/2025

  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, and we are working toward amicable resolution. They have also been provided with my direct contact information and invited to contact me directly.

  Customer Answer

  Date: 04/21/2025

   
  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. There is basically nothing that was done to assist me. They can not handle anything outside of delivering a package. That's It, That's All. Resolution for any problems encountered during the shipping process are nonexistent. The website is due for an upgrade due to it being outdated and suffering from many glitches. Received an email from:

  ******* Turpin 
  UPS Corporate Customer Relations
  ******************************************************************

  And it was just a scripted response. Thank You.

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

• Initial Complaint

  Date:03/27/2025

  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.

  paid for overnight express shipping label Thu, Mar 20, delivery promised was March 21. Ups on the tracking info claimed Fri, Mar 21 7:30am A mechanical failure has caused a delay. We will update the delivery date as soon as possible. / Your shipment is scheduled to arrive today after the delivery commitment time.the item was not delivered until March 24. UPS claims if delivery is late they will issue a refund on the label. I spent 3 hours on the phone trying to open a claim with ups but it is not possible to get a claim opened.

  Business Response

  Date: 04/18/2025

  Thank you for bringing this concern to our attention. We deeply regret any inconvenience or frustration caused by this experience. Our office reached out to customer via phone on April 18, 2025 to resolve this matter and was unable to reach them. A member of our team will follow up with email to discuss the details of their concerns.We appreciate their patience as we work to resolve this matter.
  

• Initial Complaint

  Date:03/26/2025

  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 not delivered to me, and my package is lost! I purchased items from The Real Real, which were shipped via UPS. On January 4, 2025, at 12:44 PM, UPS left my package in the basement level A garage, where there is no proper place to store packages. They were supposed to place the package in the secure locker at the front door of the apartment and send me the access code. Everyone else does this, but they didn't. They placed the package in the basement level A and sent me a very, very blurry photo, showing a small cart with many packages next to it. I have reasons to suspect that they didn't actually place my package in that wrong location but instead took it after taking the photo because I checked the basement level A that day and there was no package. However, since I didn't check the photo on UPS's website in time, I thought the package hadn't been delivered yet. Additionally, UPS didn't send any SMS or email notifications to my phone or email when the package was delivered. It all seems premeditated.I called UPS's customer **********************, but they kept being vague, and I couldn't get any useful information. They are very bad! I paid The Real Real ****** yuan, which includes taxes and discounts. The ********* shipped my order in two packages. The lost package contained a pair of Balenciaga leather sneakers, paid at $177.00, and a Balenciaga Printed Lounge Set shirt, paid at $150.00. I can't remember the exact prices when I bought them because The *********'s prices keep changing. I purchased them along with other items, with a total of ****** yuan. Now, I can't receive them, and UPS is not giving me any response! Since these are second-hand items, it's hard to find such good deals again. I request either a refund or the return of my package. I don't ask for any additional compensation! The company promised to return my package and handle the matter properly, but they have done nothing.Unprofessional employees and a company unwilling to take responsibility!

  Business Response

  Date: 01/21/2025

  We are a The UPS Store and not UPS. We are franchise of UPS. We do not schedule or make the deliveries. I am sorry that you are experiencing problems with this package, but our store had nothing to do with it. The local hub that makes the deliveries for this area of ******** is located in ***********. You would either need to file a claim with UPS online at ******************************************************************** or call **************.

  Business Response

  Date: 04/18/2025

  Thank you for reaching out to us with customer's concerns regarding lost or damaged package. Per our terms of service agreement, all claim matters must be settled directly with the account holder who created the label. Therefore, we must refer customer to THE REALREAL OPS PHX to file a claim on their behalf.  
  

• Initial Complaint

  Date:03/26/2025

  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.

  UPS sent me an invoice for some international package that I never asked for, never got, and from somebody that I don't know. After insisting to me that the package was delivered, the agent investigated further and saw that indeed it was never delivered. I explained that I have no idea who the person sending it is, what the package is, and that I'd never agree to being sent a package for that exorbitant amount of money. Instead of removing the charges, the agent gave me an email address ************************************* for which she wanted me to basically write down everything I just explained to her, saying the person to whom that email address belongs to would remove the charges. I never got a response back from that person and today received an invoice with that same charge plus a late fee (see attachments).Suffice it to say I have not done business with UPS since and never will again. I will use every option at my disposal for having these erroneous charges removed, starting with this claim.

  Business Response

  Date: 04/18/2025

  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, and we are working toward amicable resolution. They have also been provided with my direct contact information and invited to contact me directly should the need arise. 

• Initial Complaint

  Date:03/26/2025

  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 took a blowdryer to get shipped out and I contacted the company that was supposed to replace it and they said they never received the product and that I never used the label they provided I went in to ups and they printed the label on their end and charged me for package and $2 fee for printing out the label I called ups and they said that tracking number doesnt exist I called ups and said if their is any way I can get proof that they did ship it and they said no because they get a lot of drop offs I need that blowdryer for my job Im a hairstylist and that is a very pricey blowdryer and Im not able to be out of pocket for a mistake they made I have the email I sent them when I went in to ship the product

  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:03/25/2025

  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.

  In three years we never had an issue with UPS at our address, the driver was changed on our route and our first package was lost 1Z6EW5770392967537 , so I get sent a replacement from the company 1Z6EW5770393085658 which keeps getting marked as undeliverable I have made more than 15 calls and still can't get my package delivered.

  Business Response

  Date: 04/17/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or frustration caused by this delivery. Our records show that the package was picked up by customer on  March 27, 2025. A member of our team will be contacting customer to provide an update on the delivery status and address all their concerns. We appreciate their patience as we work towards resolving this issue.
  

• Initial Complaint

  Date:03/25/2025

  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.

  I am filing this complaint against UPS regarding a misdelivery of my package. On 3/18/2025, UPS delivered my package next to the mailbox of other apartments instead of using the secure options available, such as a parcel locker, my mailbox, or the Amazon locker located right beside it (check Proof of Delivery picture - they did not use the mailbox or locker). As a result, the package is now lost and I can't find it.There was no reason for the driver to leave the package outdoors when secure delivery options were readily available. This negligence has caused me inconvenience and financial loss, as I am now without my package and may have to go through a lengthy claims process.I contacted UPS customer ********************** to resolve the issue, but they provided no solution. This lack of accountability is unacceptable.I am requesting that UPS:Take responsibility for this misdelivery.Fully reimburse me for the lost package or provide a replacement.Ensure that drivers are properly trained to use secure delivery options rather than leaving packages exposed outdoors.I hope to resolve this issue promptly and fairly. If no resolution is reached, I will explore further actions to hold UPS accountable for their poor delivery practices.Thank you.

  Business Response

  Date: 04/18/2025

  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.

• Initial Complaint

  Date:03/25/2025

  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.

  We missed our initial UPS delivery on 3/20 (no one rang our doorbell). We were emailed and left a door tag with notice our package would be delivered the next business day (3/24 11:30a - 2:30p). The morning of 3/24, the expected delivery time changed twice, however the package was never delivered. A UPS truck parked briefly outside of our house, but the driver did not exit the vehicle and drove away. We literally spent an entire work day waiting for a package that was no where to be found. Today (3/25), I requested to pickup my package at the delivery hub rather than miss another day of work waiting for a driver. UPS is now unable to locate my package.

  Business Response

  Date: 04/17/2025

  We apologize for any inconvenience the customer has experienced in this matter. We reached out to the customer via email on 04/17/25 to obtain further details so that we may assist.  Once we have this information, we will be happy to investigate further. Thank you.    

• Initial Complaint

  Date:03/25/2025

  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.

  On 2/4/25 a UPS driver came to my door and asked if I had a package he misdelivered "about a week ago," When I said I did not recall receiving this vaguely described package, the driver accused me of theft and threatened that any future delivery from UPS would require a signature. I made a complaint that day and was told by his manager that the driver would be "talked to." When my next delivery on 3/21/25 required a signature despite the package indicating "leave if no response" and the driver again said every package would require a signature, I made another complaint and was told by UPS customer ********************** that it is their policy to add addresses to a signature required list if they don't recover misdelivered packages. The implication of this policy is that UPS can misdeliver a package, and if the person at the address it was supposedly misdelivered to does not immediately produce a vaguely described package that was supposedly delivered at a vaguely defined time, their drivers are allowed to be rude and accuse that person of theft and implement punitive measures. UPS failed to escalate and follow up with my complaint via the email I provided. UPS evidently failed to discipline their driver for rude and unprofessional behavior and instead enabled this behavior by empowering the driver to follow through with his threat to require a signature for every delivery. I have no option to avoid this rude driver and unfair punitive measure because the UPS MyChoice service does not work as advertised. It will not allow me to save my address to opt for all my packages to be delivered to a UPS store, and I am not allowed to opt for that for individual deliveries either. My issue will only be resolved if I receive written confirmation that this UPS driver on my route was disciplined for his behavior, my address is taken off this "signature required list," a different UPS driver is assigned to my route, and UPS MyChoice is fixed to allow me to utilize the service as advertised.

  Business Response

  Date: 04/17/2025

  Thank you for contacting us. The customers concerns have been forwarded to the management team at the local center as well as management of Customer **********************, for further review. The customer will be contacted no later than today to properly address her concerns. Thank you for bringing this to our attention.

  Customer Answer

  Date: 04/17/2025

   
  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. I did not get everything I asked for, but it appears that UPS MyChoice is now functioning well enough for me to change my delivery preferences if necessary and I now have a point of contact for any future complaints about the driver's behavior. I will accept this compromise.
  
  Sincerely,
  
  ****** ******