Their customer service is one of the most disorganised I’ve ever experienced. The individuals I spoke with on the phone were friendly enough and tried to be helpful, but it’s clear the overall management and leadership at UPS is absolutely horrible. It took me 2 hours (!!!) of phone calls to get the help I needed. I would call their general customer service, they would ask me for my tracking number, etc, and after all that would transfer me to another department. Then I’d have to explain the same situation yet again (that the package I’ve sent using UPS Express has gone missing and there are no tracking updates whatsoever). Then that department would tell me I need to “file a claim” online and asks me for my email address so she can send me a link (don’t you have my email already if I just gave you my tracking number?). Instead of helping to fill out a claim for me through the phone I now needed to do this myself through the email link which is fine. I click the link and (because clearly UPS doesn’t check to see if their website pages are working correctly or updated) I’m not able to select the option “Sender”. The only option available to click is “Receiver”, even though I am the sender of the package. Also, my problem isn’t listed under the “Select reason for claim” list. All kinds of issues are listed there, but not the simple option of “Missing package”. So I’m not able to file the claim correctly. Then I had to call them back yet again and explain that the the claims page wasn’t working correctly (because of said issues). They then ask me to call the technical department, and instead of just transferring me, give me the number instead. I write down the number and call the tech department. Long story short, they weren’t able to help me and I had to call regular customer service back again and explain the whole damn situation yet again, as well as giving him my tracking number yet again. Thankfully, this guy was friendly and helped me out. He helped file a claim for a missing package through the phone, and said I should be contacted within 24 hours through phone or email. I thanked him for his patience, and immediately after the phone-call I’m asking myself “Why am I thanking him for HIS patience, when I have just been on the phone for literally 2 hours, trying to get the help I need for my missing UPS Express package.” Shaking my head haha. So now I’ll have to see if they indeed contact me within 24 hours to help me figure out where the package is. Again, I chose the UPS Express option (which is close to $40) because I wanted my package, a large envelope with a gift, long letter and a birthday card, to reach a friend in the U.S. on time for his birthday. 6 days later there’s been no update on tracking and I don’t even know if it’s left my country (Netherlands). So I paid for Express shipping and not only did it not arrived on time for his birthday, it appears it hasn't even left my country yet. Long story short: One of the most disorganised customer service experiences I’ve had, and also one of the most exhausting. If they were well organised this issue could have been solved in 10 minutes. Again, I spent literally 2 hours on the phone trying to get the help I needed. It’s quite outrageous. Unless I truly had no other choice, I will never ship anything with UPS again. Last time for me.