I will start by saying that I don’t tend to write these reviews, but my recent experience with UPS has been completely unacceptable and I people should know. I have waiting for an important package at home for the last 4 days because each consecutive time UPS are claiming it will be delivered the next day. This is an urgent package that I need for an overseas trip tomorrow morning and I still have not received it nor have any hopes of receiving it. After the second day of non-delivery, confusing and misleading messages from UPS, I contacted UPS by phone. I had to speak to 3 different individuals and spend hours on hold before somebody was actually able to provide any clarity on the matter. At first, it felt like the individuals working at UPS were as clueless as I was with regards to the whereabouts of the package, which shows a tremendous lack of coordination and communication skills which one would expect are the foundation of a delivery company. No direct lines with the local depot, no direct lines with drivers, no real time update, no way of actually being helpful. All they hinted to at first was that a note would be left to the driver explaining the urgency of the matter. After further phone calls and discussions, I was told that the package had not been delivered because the driver had gone to the wrong address…again a completely unacceptable from a company like UPS. But even getting to that answer was a tremendous task in itself and nobody along the way took any actual responsibility for the mistakes… We concluded the call by agreeing that the package be delivered the following day at an unknown time and in case nobody was home to be left at a nearby collection point. There was not much else I could do and just have some faith... Come the next day and once again I am home all day waiting for the package to be delivered (fourth day in a row), to my “surprise” the package is not delivered by the early evening so that when I start to wonder again about the real meaning of a “delivery company.” Clearly, I have no direct line with the person I had been discussing my matter at length the previous day, so I ring up the customer service desk. After explaining my situation to 5 different people and spending again more than 2 hours on the phone, I am able to contact the same person from the previous day. She now explains that actually the package did not leave the warehouse in the morning because of a missing duty payment…this was really the icing on the cake. I had already made that payment the day before and she was aware of the payment because she was the one who processed it for me over the phone, but for whatever reason has not been updated in the system. Again, another mistake by UPS leading to a package non-delivery. But even IF that was actually true, the delivery notices indicate that payments are able to be taken upon delivery of the package. Alternatively, you are given the option to pay for the package through the website, which I also attempted after the first non-delivery, but little surprise there it did not work. So ultimately, another mistake on UPS for the non-delivery which itself is not explainable. In conclusion, I have been waiting at home for this package for the last 4 days under the impression that each time it was going to be delivered the following day. I did not receive any proper explanation during the first 2 days as to why the package was not delivered. It was not only until the third day and after hours of phone calls that I got a reason (completely on UPS’s fault) for non-delivery but was promised a first thing delivery the next day. Come the fourth day and I get a new different reason for non-delivery, again a mistake by UPS. Here I am still waiting for the package to be delivered, which is a very important item that I require for a trip out of the country that I have tomorrow morning. If UPS want to stay in business as a delivery company they need to: i) implement real time tracking like many other delivery companies and direct contact (even through chat) with drivers, ii) improve software systems to update more regularly and provide detailed answers as to why a package is not delivered, iii) improve software systems to allow for payments to be taken, iv) improve internal employee communication and coordination, v) improve employee accountability to assume ownership of mistakes done by the company. I know I will not get compensated for this bad service and the numerous mistakes made by UPS. The purpose of this review is for the people to be aware of the quality of service provided by UPS, but more importantly for UPS to be aware so they can assume responsibility for their mistakes (just like in any other customer facing job) and to service as constructive criticism to improve their service, otherwise they are destined to die against competition. Best of all…this is not even the first bad experience I have with UPS. I have lost all trust in UPS and it’s actually a paradox that they are considered a delivery company. I will avoid using them at all costs going forward and would strong urge others to use alternate methods.