UPS

I’ve had ongoing issues with UPS, even though I rarely use their services. A previous incident involved a driver delivering my package to a nearby house instead of my address. When I tried to resolve the issue through their automated assistant, I was told: “The package was delivered, so there’s nothing we can do! But why don’t you try calling customer service? They might have more options.”

I called customer service, only to hear a live representative essentially echo the automated assistant: “The package was delivered, so there’s nothing we can do! But why don’t you try using our automated chat service? It will give you more options.” This endless blame-passing is infuriating and feels like UPS’s default way of avoiding responsibility.

Most recently, I ordered an expensive item scheduled for delivery. On the day it was supposed to arrive, in a city just 15 minutes away from my location, my status updates went from “Out for delivery” to “You will receive updates as soon as possible,” and then to “Information unavailable” with a delay notice. How does a package go from being out for delivery early in the morning to “Oops, we can’t find it” within hours? And, as expected, I was advised to file a claim—only for the claim system to repeatedly show an error. UPS then directed me to contact the package sender, another instance of their blame-shifting tactic.

This isn’t just an isolated problem. There’s a consistent issue with packages mysteriously going missing before they’re loaded onto delivery trucks. UPS seems to do nothing to address it. What’s worse, many sellers exclusively use UPS for shipments, leaving customers stuck with a carrier notorious for losing or damaging items. It makes you wonder who’s benefitting from these “losses,” as there’s little incentive to continue using a service known for its unreliability unless someone behind the scenes profits from it.

Adding insult to injury, it’s challenging to find widely accessible platforms to leave Google reviews for UPS. That alone feels suspicious. Yet somehow, despite their abysmal service, they maintain a stranglehold on the market.

To UPS: If you plan to respond to this review, DO NOT recommend your automated chat bot—it’s utterly useless. Phoning customer service is no better. Stop passing the blame and start fixing these problems. Customers need real solutions, not a game of ping-pong between your systems and representatives.

For context, my latest package has been marked as “Information unavailable” (translation: lost or stolen) for THREE DAYS. You don’t misplace an item so close to its delivery destination for that long unless there’s gross incompetence or foul play involved. It’s like picking up your car keys to leave the house, only to eat them by mistake and claim, “Whoops! I lost my keys! Guess I can’t drive now!”

UPS, it’s time to take accountability. Start helping people. Start solving problems. And start treating your customers with the respect they deserve.

After purchasing an antique mahogany table for £850, I arranged for UPS to pick it up and deliver it to my address. The table arrived before Christmas, securely packed in a wooden crate with multiple protective layers of plastic and thick cardboard. A single UPS employee delivered it using a trolley that was obviously too small. Unfortunately, the table arrived with a broken foot. The shipper was understandably upset, suspecting excessive pressure on the base during transit.

I filed a damage claim with UPS. On December 24, the same person who delivered the table came to collect the crate. Once again, he was working alone. Despite my warnings, he flipped the crate upside down multiple times to move it, eventually loading it into the van in this position. The van lacked a platform or tail lift, increasing the likelihood of mishandling. It was clear that the crate could have been further damaged during this process.

With the claim open, I contacted UPS for updates and was told I needed to coordinate with the shipper, as updates were provided to them directly. Then, yesterday, the shipper informed me that UPS had told her over the phone that the package was now missing.

This morning, I called UPS again. The first representative told me the crate had moved from Gateshead to Leeds and that claims typically take 20 days to resolve. When I mentioned that the shipper was told the package was missing, he placed me on hold.

After 15 minutes, a new representative picked up, forcing me to explain the situation from the beginning. This person told me to hold again. A few minutes later, yet another voice came on the line, claiming the crate was still in Gateshead. They also mentioned that claims are closed after 10 days, meaning the investigation would already be complete. However, they could not provide any clarity about the package’s actual status or the next steps, repeating the same vague information.

In summary, I have no idea where the crate is—whether it’s in Gateshead, Leeds, somewhere else, or lost entirely. The investigation timeline is inconsistent, and despite multiple requests, UPS refuses to provide email updates. Communication is a nightmare, with misinformation and a complete lack of accountability at every turn.

This is a textbook case of atrocious customer service—unprofessional, confusing, and utterly frustrating. Bravo, UPS.