The WORST delivery experience of my LIFE!!! NEVER USE UPS! Due to COVID I couldn’t go back to my family for several months, so my family sent me personal stuff for summer: clothes, toiletry, books… It was a France to UK shipment. First of all, my parcel got stuck at customs because of “missing documents”, documents that we were never asked to provide in the first place. When this issue was finally solved (it took more than a week), they delivered my package to the WRONG ADDRESS (100% their fault, the address was perfectly written and visible on the box). I obviously contacted them and claimed for lost package, and it eventually arrived the day after. 2 weeks instead of 48h to get it. Now. The box wasn’t the one my family used. They opened my parcel and move everything. It was a TOTAL MESS. Everything was incredibly dirty. Things were missing (worth more 120€), things were damaged (worth more 50€). I was shocked by what these savages did to my personal belongings. Now the fun part. I wanted to open a claim for damaged package. Well, I couldn’t do that, because a claim had already been opened (for lost package) and apparently they don’t believe it is possible for a package to be lost AND damaged. I tried to call customer service instead. They basically never picked up despite me spending dozens of minutes on hold. We also tried to complain through UPS France. They never bothered to answer our emails. Now the cherry on the cake. Two weeks later, I received a bill. I was expecting it, as I was explained I would have to pay VAT on my parcel because of the missing documents. Fine with that. Listen. They charged me 144£ for “Complex Entry charge”. This is not money for the government. This is UPS stealing from a customer. What do they need the money for? Not to store my parcel safely while the custom issue was ongoing, considering the miserable state of my parcel. This is just how they make money. They lure you with a cheap service and then they make money on your back by holding your package hostage until they have a proof that you agreed to pay (pay for what? They don’t bother giving you details before they send the bill). When I paid the bill over the phone, the woman asked me if I ended up receiving the package (not to help me or anything, it was just a « by the way, I am just curious » question). I said yes, but things were missing and damaged, and I try to complain but I couldn’t because nobody never picked up the phone or answered my emails. She just completely ignored my comment and ask for my credit card details. So, to sum up: - UPS kept my parcel for almost two weeks for a missing document they didn’t mentioned we needed - UPS delivered the package at the wrong address to a total stranger - UPS ruined my package. Things incredibly dirty. Things missing. Things damaged. No compensation. - UPS customer service plays dead - UPS charged an insane amount of money without telling us beforehand. Despite everything that happened. This is extortion. This company is just interested in stealing money from customers they absolutely don’t care about. They disgust me and should not be allowed to do business. This is not business, this is stealing. Avoid. Avoid. Avoid. NEVER. PICK. UPS.