UPS Reviews

Name: UPS
Address: Forest Road, Feltham
Rating: 1.18

1.2 Rating 2,137 Reviews

4 %

of reviewers recommend UPS

Company Reviews

Questions

Metrics

1.2

Based on 2,137 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 13%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1 out of 5
Avg Email Response Time	3.33 minutes

Visit Website

Phone:

08457-877-877

Email:

info@ups.com

Location:

Forest Road
Feltham
TW13 7DY

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104

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I heard UPS is one of the worst couriers to deal with. I purchased a jacket from Carhartt who, unfortunately, uses UPS as their courier. The morning of the delivery I cracked the door open to let the delivery person know I was home. Better yet, I stayed by the door when it was supposedly being delivered. I got the notification that it was delivered and it never showed up. I checked the address and it was correct so I called UPS and they did nothing to help me. I read other reviews which said UPS drivers are known to STEAL packages... I'm positive the driver saw that the package was from Carhartt and never delivered it so he could keep it for himself. I lost $350 and UPS did nothing for me. At least hold your drivers/criminals accountable.”

Helpful Report

Posted 1 year ago

“Absolute 3rd class service, constantly lied to by customer service and drivers. Do not use this company , do not trust them with your parcels”

Helpful Report

Posted 1 year ago

“UPDATE So today is 22nd March 2023, we were told yesterday that the package was on a plane to Italy, and this morning we are told that the package is still in the UK, lawyers have been instructed, it is such a ridiculous mess, UPS have now caused us more stress and consistently lied, it is just such a logical fallacy that a business can trade like this. We are currently enduring with UPS. There has been zero communication with our parcel, they never picked up on the day they said, the parcel is still in the UK and I have travelled out to Italy and I am now stuck here until it arrives and I have a wife and newborn at home. I was given assurance from the depot in Exeter that the package would be in Italy on the 15th we are now on the 20th. The level of incompetence is astounding if not comedic, they just do not seem to have a clue what they are doing. I completely accurately all of the forms online and I have consequently spent many hours correcting their errors. This has brought great stress to me and my wife, and had I not chased then I have no idea where we would be now! Just don’t use them, if everyone boycotted these companies they would through commercial pressure have to improve. Once this saga is over I will speak with my legal team about recovering the extraneous costs due to prolongation. UPDATE: So the saga persists! I have been continually and consistently lied to by UPS, I have been told it has been cleared and then not, that I need to provide information that they have and then apologised for now on 5 consecutive occasions. I have been promised several calls back and nothing. This is now unfortunately been escalated to our legal department which just feels so unnecessary. If they were even able to give some context to what the issue is and a realistic outside time then we can work with this, but even now as of 10:22 gmt the online system tells me that the delivery will be today however when I call UPS they tell me no chance and that the package is STILL in the UK, it is disgusting”

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Posted 1 year ago

“my catalytic convertor was stolen out of 1 of the warehouses, UPS is not cooperating in trying to find out who took it, they keep pushing the so called investigation back”

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Posted 1 year ago

“Extremely awful company. Without any reason and notice this company has taken £73 out of my bank account. I paid for a shipment of £21 and to now see £73 has been taken also it’s disgusting! I’ll never use this company again, one star rating is even generous PLEASE AVOID THIS COMPANY AT ALL COST ROBBING T***”

Helpful Report

Posted 1 year ago

“Don’t trust UPS. I have sent the laptop but it got lost/ stolen. I can understand this could happens but customer service and other teams were lying to me for two months that everything is ok. They also pretended to be a manager/ supervisor when I wanted to speak to them. Finally when o got connected with investigation team they said it’s lost and I managers never spoken to me. I only got refund for delivery not for the laptop because I had no receipt for it.”

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Posted 1 year ago

“I have also had a terrible experience. DO NOT CHOOSE THIS COMPANY. I have sent a MacBook laptop and they lost it. It took months and "we are investigating" sentences. At the end, after 5 months they will reimburse delivery costs and 37 CHF. For a MacBook laptop. My laptop was from a company I worked for so I had to pay it to the company as it was lost. Trying to reach this company felt so lost, lonely, like they don't really exists. Don't recommend at all.”

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Posted 1 year ago

“Avoid! avoid! Avoid! Avoid!”

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Posted 1 year ago

“Absolutely shocking delivery company, I was in all day they must give a little tap then go. I have a door bell as I’m deaf but this company doesn’t use this. The time slot they give you is ridiculous 4/5 hours.I can’t sit at a window that long.. they will not leave in a safe place, they don’t try the next day.. honestly How this delivery service is still going is beyond me..all the stars they get is 1*”

Helpful Report

Posted 1 year ago

“I just lost two huge potential sales thanks to UPS. I sent two product samples to Nashville. Both were lost in the warehouse in Nashville. Business moves fast, so the opportunity is gone. I sent another product sample to Texas and it was blocked due to paperwork. I used the same paperwork I've used for the past year. They claimed there was no paperwork. I provided it digitally. They still rejected it. Another huge potential sale lost. UPS is totally unreliable for business. I'll use DHL or FedEx in the future.”

Helpful Report

Posted 1 year ago

“Do not use UPS ever They have fobbed me off and lied directly to me for months. They now claim I cannot retrieve my parcels as too much time has passed. They know were the parcels are but have abandoned them. £18k worth of goods abandoned. We may lose our business over this. AVOID AT ALL COSTS”

Helpful Report

Posted 1 year ago

“Driver was to lazy to get out of their f***ing truck and ring my doorbell. Wouldn’t deliver because I needed to pay a import fee or something. I paid online since I knew they wouldn’t ring or knock to collect the next time either, and also left a complaint with a online rep. they told the company I ordered from they made another delivery attempt, but they didn’t. The person I complained to outright lied to me and screwed me over. They emailed me and said they told the local branch to make sure they delivered it the next day, instead they actually told them to hold for pickup!!! I waited for at least to days, tracked my package and had to talk to the virtual assistant to find out it was held for pickup!!! This is gross unprofessionalism.”

Helpful Report

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year ago

“Lux at 1216 main st Longmont colorado great customer service very nice young man.”

Helpful Report

Posted 1 year ago

“UPS turned out to be one of the most useless and high-handed large companies I have ever had the misfortune to deal with. Just over a month ago I paid for Express Saver delivery (‘delivery in 1-3 business days’, ’in-house customs clearance’) of a laptop from the UK to Ibiza island, Spain; before the laptop weas picked up I filled in the 3 copies of the customs declaration as required. The shipment was picked up on time and arrived in Barcelona the next day – where it stayed for over 2 weeks. After 2 days of noticing it was still in Barcelona and had not moved on, I contacted UPS and was told the Spanish customs needed more information and/or forms about the recipient and shipment; this was given but the shipment still stayed where it was. A week later, I contacted UPS again who asked for more information and/or forms for customs and some information that had already been given (twice before in some cases) but still the shipment stayed where it was. A day later, I formally complained to UPS and, by a curious coincidence, the same day Spanish customs released the shipment and it was allowed to continue to Ibiza arriving a few days later. At no time during this period were UPS proactive in expediting the delivery by requesting from us information along the lines of ‘Please provide X for Spanish customs to allow us to pass the shipment for delivery’. We were always the ones asking what they needed to continue the delivery process, and if we had not asked the laptop could be sitting in Barcelona to this day. UPS maintain that it was Spanish customs that caused the hold-up and (be aware!) are not responsible for any consequential losses due to the delay. (We had to source another laptop to replace the one that had not arrived.) While I can believe the it was Spanish customs that were the ultimate cause of the delay, UPS refuse to accept any responsibility for the lack of communication with us or errors that caused the hold up, and as a consequence we will not be receiving a ‘goodwill gesture’ from them.”

Helpful Report

Posted 1 year ago

“UPS is a horrible excuse for a delivery service. I have not yet received a package with UPS, it is either delayed, driver to lazy to get out of his truck, they don’t honor the sign the back of the slip and we will deliver, they just send it to a holding facility and say that you can pick it up. Everyone should us FedEx, it is a much better option. I am going to stop using any company that ships with UPS….”

Helpful Report

Posted 1 year ago

“Worst delivery company ever, they employ customer service reps that can't even speak English, useless still waiting for my parcel after paying for it infact they are very terrible.”

Helpful Report

Posted 1 year ago

“They find every reason to not deliver your package. The package will sit at a hub for days because of weather on the other side of the country and the package is going nowhere near that area. You pay for 2 day delivery and get it in 5 days.”

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Posted 1 year ago

“Their estimated delivery time is so bad. I had a pakcage a couple of weeks ago which came 3 days late, saying something about bad conditions, which I bet they would already have been aware of. Now I have another package coming, which was supposed to arrive yesterday, and said something about conditions AGAIN. This time it said it was coming today by 4pm, and it is past 4pm. Please get UPS some help, even amazon is so much faster even with these conditions. This is my way of saying F*** you UPS.”

Helpful Report

Posted 1 year ago

“Wort service ever. I used UPS for sending a pack to my family in Italy and from the beginning was a total disaster. Following all the guideline for the package preparation , at the moment of the collection the driver LOST my invoice I gave him, and from that moment has been a atrocious experience. Lost my document the package is been delayed and stopped for 4 times , forcing me to do a lot of call to the call centre that was unable for 21 calls to help me. After all this time lost, tat was not update on the package, is been stopped in Uk, France, Italy ( 3 times) because they said don't have the paper that they lost it. after all of it they charge me for a ridicules amount of fee for importation, that you must paid otherwise, like my case, will delayed the package for days. Once all this disaster was horribly finished, they took money from my account without permission or communication for a package penalty that was not existing and after report to bank and them I'm waiting for a refund so Cleary a Froud. Costumer service is horrible, the app is absolutely USELESS no tracking , no responsibility, not work ethic at all I will never use it again and I will make sure no one of the people i know will do either. NEVER AGAIN”

Helpful Report

Posted 1 year ago

UPS is rated 1.2 based on 2,137 reviews