Shocking under every aspect. Booked a shipment to move some boxes containing personal belongings, from Italy to the UK. We lost 3 weeks with daily emails where the brokerage team was asking for the same (wrong) questions over and over again (and I was answering over and over again). They even attempted 3 times to make me present a tax relief form to HMRC when I clearly specified that the form in question wasn't applicable to me - when I contacted HMRC they - obviously - confirmed. This costed me daily multiple calls to UPS when nobody was helpful (or willing to help) or they were pretending to help and then disappearing or hanging up while speaking. Answers via email were non existent (I received emails just to ask over and over again wrong questions, as stated, ignoring everything else I was asking). Once the package has been cleared from customs, they tried to deliver the package various times, never letting me know the day of delivery (when tracking, was showing "come back for more information on delivery") or coming on the agreed day but out of the agreed times (shall I stay home all day to wait for my package just in case???). There is a mistake on the calculation of taxes - duties to pay, a UPS person finally gave me the right amount and they keep leaving their website not updated with the new (lower) amount and they fail to provide any help via phone, ignore my emails. They clearly don't talk to each other or write anything on your file, every time I call nobody knows anything about my case or what other at UPS did or said about my case. It has been 25 days now since the collection of my parcel. I am getting legal support now as they are keeping my parcel illegally in their hub without leaving me any option to pay but an extortionate amount (£300 vs £ 78 I really owe) that, if paid, I'll never be refunded for of course. I can prove everything I say, I requested to record each call and I have million of emails that show their incompetence and incredibly poor customer service. This company is a true scam, AVOID AVOID AVOID!!!!!!!!