UPS Reviews

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

1.2 Rating 2,066 Reviews

4 %

of reviewers recommend UPS

Company Reviews

Questions

Metrics

1.2

Based on 2,066 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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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 have sent my mother's passport using UPS with a guaranteed delivery of 1-3 days. It's 9 days past that time now. The UPS still can't confirm to me if the parcel left the UK. I have never dealt with such an incompetent, neglectful and disrespectful service! My mother missed her doctors appointment she was waiting for months and also currently missing her work. She won't be paid for any of the absence from work! She also missed her flight which obviously cost money. Don't use UPS! Absolutely outrages. I have advised 2 places of my work to stop using their services, we always had problems with them in the past. So they will be using 2 substantial contracts.”

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Posted 1 year ago

“I was waiting at my place the whole time, and the driver never even tried to deliver. UPS is even using the worst chat robot. I've waited 10 minutes to chat with a customer service person, then it says it only deals with the parcel in the US. Then I waited another 10 minutes to speak with a human being, then the line got cut off and the line did not allow me to dial back again. Seriously, a lying delivery person, a helpless live chat, and an impossible customer representative. How on earth i can actually receive my parcel????????!!!!!!”

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Posted 1 year ago

“Absolutely awful service! Customer service department not helpful kept me holding for well over an hour and no resolution about my parcel delivery. My package was left at a store which isn’t even open!!!!”

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Posted 1 year ago

“Price second to none delivery bang on estimated time tracking brilliant followed it day by day to the center of Germany can't fault this service driver who collected my parcel can't praise him enough this company I rate 10 out of 10”

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Posted 1 year ago

“Paid $82.80 for a birthday cake to be delivered to Myrtle Beach, SC for my daughter who was staying there for 4 days. UPS claimed that the package could not be delivered because of missing Apt Number. At no time did they let me know, or even send a notification on line while I was tracking. Spoke with a rep earlier who told me that the package will be delivered today after the Apt. # was added. Same address, no change in address or required a change enroute. Just received a noticed that package will be delivered on Monday September 11 after the people are back in their home state. Request my money back and was told that could not be done because the address was incomplete. My warning to all you out there, do not use UPS unless you want to be disappointed. My biggest mistake every. Use USPS or Fed Ex. Worst experience. Customer service was of no help. Just rehearsing her lines. They even removed the survey after the call ended, stating it was unavailable. Go figure. If I could give no STAR I would but that is not an option.”

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Posted 1 year ago

“After my earlier complaint about UPS, I would like to draw it to public attention that they are STILL trying to extort money from a bookseller in Europe for bogus customs charges on a package which they failed to deliver to me. He is being harassed by UPS! This is outrageous and, despite my complaints, the company is doing nothing about it. DO NOT USE UPS TO SEND MAIL ABROAD!”

Helpful Report

Posted 1 year ago

“UPS ABANDONMENT SCAM – Buyer beware! I used UPS Germany for years as a satisfied corporate customer. I used UPS twice in the UK to send parcels to foreign shores. UPS prepared to scam me on the first occasion and actually scammed me on the second delivery using their ABANDONMENT SCAM. Read on to find out how and decide for yourself if you still feel that you can trust UPS as a private customer for parcels going overseas. PREPARATION TO EXECUTE THE ABANDONMENT SCAM: The first parcel had reached its destination country on time, but there appeared to be no further progress, the online status update showed “Warehouse scan & location” for 4 days running. I called UPS and was told that the “CUSTOMS INVOICES WERE MISSING”. I had attached them securely inside a UPS pouch made just for that purpose, but I thought little about it and sent UPS PDF copies via email. Imagine how surprised I was when UPS queried one item by sending a copy of the Customs Invoice that I had attached to the parcel, which was clearly identified by the original date next to my signature! Because I wanted to have the parcel delivered ASAP, I let it pass. The parcel was finally delivered within 15 business days, instead of an Express Delivery within 5 days that I had paid for. Why did UPS never contact me to advise of the missing Customs Invoices? Read on and all will become rather apparent. PREPARATION AND EXECUTION OF THE ABANDONMENT SCAM: Two years on I recently tried UPS again for a parcel going to the same destination. WHAT A NIGHTMARE! The parcel had reached the destination country on time, but there appeared to be no further progress, the online status update showed “Warehouse scan & location” for 3 days running. The recipient of the parcel called UPS locally and was told that the “CUSTOMS INVOICES WERE ILLEGIBLE”. This appeared to be rather odd as the Customs Invoice had been completed by myself online using a keyboard and not handwriting, it was then emailed to me in PDF format by UPS in order to attach 4 signed copies of it to the parcel. On the same day, the receiver emailed UPS the PDF file UPS had sent to me during the ordering process. As the online status update still showed “Warehouse scan & location” 5 days later, the recipient called UPS and was told that UPS would now expedite this issue. On the next day, the recipient called UPS and was told again about the “Customs Invoice being illegible”, that an authorisation was needed to import certain items (such as chocolate bars), and that a letter had to be written to the authorities, and that the parcel would be tagged as abandoned in a matter of 3 days if the issues were not resolved by then. You probably can guess the rest: yes, despite having contacted UPS daily and having provided all the information as and when requested, UPS tagged the parcel as abandoned 3 days later and advised that a penalty payment equalling 2 weeks of local wages was now payable before the parcel could be released. One has to seriously question why UPS never advised the recipient that additional information was required WITHOUT the recipient having contacted them each time in the first place. Why did UPS choose to remain stumm for all these days? The answer is obvious: UPS has identified a nice little earner and scammed the recipient out of 2 weeks of wages by using obvious delaying tactics. SHAME ON YOU UPS! NEVER EVER WILL I USE YOU AGAIN and I hope that readers of this review will do the same, VOTE WITH THEIR FEET as far as UPS is concerned. Instead of 7 days, it took UPS 38 days to deliver the parcel, and for that shameful service, they levied a hefty penalty charge too. With 91% of Trustpilot Reviews in Germany giving UPS just 1 star, it is obvious that UPS DOES NOT PROVIDE PRIVATE CUSTOMERS WITH A SERVICE FIT FOR PURPOSE! SHAME ON YOU UPS!”

Helpful Report

Posted 1 year ago

“I bought a second-hand printed item from Europe, and the import was fraught with trouble. First UPS gave me no information about the delivery; then when I rang up I received inaccurate information from someone who did not understand what I was asking; then I received inaccurate information via the UPS website (which told me the package would be delivered on a certain date -- it was not -- then said it would be delivered the next day -- it was not). I requested more information by e-mail, twice, and finally received a call from someone who told me that the package had been held pending the payment of custom duties and a fee. This was the first I had heard of this. There should have been no duties on this item, as the import of printed matter is not taxable. UPS tried to extort this money from me, and also from the sender. At this point the sender requested the return of the item. This took a long time, but has now been achieved. I had further responses from customer services which showed that they did not understand what I was complaining about and, although they tried to get the customs charges waived, this failed and I am continuing to receive demands for payment, despite the printed item having now been returned to the sender (and sent to me quickly and without problems by another courier). Overall UPS seem to have messed up every stage of the transaction, and customer-services were unable to help or fully understand the problem. I would not recommend UPS to anyone, especially if sending goods internationally.”

Helpful Report

Posted 1 year ago

“I would rate UPS UK with 0 stars. I attempted to file a claim for my damaged package, and it took a month to process. However, the claim amount I received was insufficient. I had to resend my products, repack them, and pay for delivery to my customer again, but the compensation was minimal. This is the worst delivery service I have ever experienced! Given the high delivery fees, I expected better service. I strongly advise against using UPS!”

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Posted 1 year ago

“The tracking showed a Friday delivery, but no time. Stayed in all day and never turned up. Saturday morning the tracking then stated a Monday delivery. Absolutely terrible service”

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Posted 1 year ago

“Awful service. Three consecutive days letting me down in relation to my delivery. They keep rescheduling. Any companies out there should look at an alternative delivery company!! Tracking number - 1Z71X22VDK11557519”

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Posted 1 year ago

“Left my package against a tree. I could not lift and told driver so due to major surgery/. He didn't care. Would not put on porch. Tried for 3 days to get through to UPS. They do everything in their power to keep from talking to you. Promised supervisor of driver would call. Nobody called, promised supervisor would call within one hour. Nobody called. Worst customer service I have ever experienced.”

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Posted 1 year ago

“I dont know when customer service outsourced their call centre...but my God! I called 6 times being told the address was corrected and would be delivered the next day over two weeks. The package is here in my city. The message was not getting to the local dispatch with the correct address to be redelivered. It is now being shipped back to California to be reshipped over 20 days. If I had REAL customer service I would just go pick it up right now. I will not be using UPS again. Totals waste of money.”

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Posted 1 year ago

“I have 15 days that they were supposed to deliver a package to me, the delivery man came to my house and left me a piece of paper. to pick it up in the carques, I would renovate, and they never came to drop it off. Later I went to the UPS headquarters to see if they had it there and the truck driver came out saying that he left it in the same truck but that day he grabbed another one but that he did have my package 📦 oh, but the supervisor Jerry from the ups told me that they couldn't find it or that maybe someone took it and took it with them and that we would have a house to date we haven't solved anything for me and they want to wash their hands saying that they send an @mail to make the refund but they never send it every day I call to see that and they just hang up on me they are a very bad company, thieves and above all they are not aware of people they just tell you that it was lost and that's it and it is not fair help me to be able to file a lawsuit against the USP company I need to collect signatures because I will file the lawsuit I only need people who want to join me my @ is moronesisabel@hotmail.com I need letters from people who have experienced the same thing Thank you 🙏.”

Helpful Report

Posted 1 year ago

“Was told pack delivered today at 9:33 No delivery here After struggle to find contact number at 11:01 I was told to reschedule so I did this Only to be e mailed at 3:45 that parcel was in local shop On rephoneing was informed that it takes 24 hours to reschedule a delivery and a further 48 to redeliver All in all a shocking service for a no delivered item in first place Oh and local shop is quite a distance away esp for a disabled person”

Helpful Report

Posted 1 year ago

“Don't use UPS to deliver any non-commercial packages in Europe. Sent package to my son in France last Monday with his own camping equipment. It is still stuck at the customs warehouse, with UPS failing to pass on endless documents they requested and asking for the same customs invoice, tax number etc again and again. Absolutely incredible. If UPS are unable to deliver non-commercial packages from the UK to Europe then they need to be honest about it. On one of many calls with UPS, they explained that the issue is with the customs authorities in France. However, as a customer, my issue is with UPS for not letting me know they are seemingly incapable of delivering a straightforward package. My son needed the equipment on Saturday to go on holiday and we are still waiting for it to be delivered. An incredible and deeply frustrating farce.”

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Posted 1 year ago

“UPS notified me by email that my package, for which I must sign, will be here between eight and twelve fifteen. Their local facility is now closed to the public. Their website indicates that the package is not out for delivery. But there is no way for me to verify. Here I sit, a day off work squandered waiting for these clowns.”

Helpful Report

Posted 1 year ago

“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.”

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Posted 1 year ago

“They had the wrong hours on the access point and tried to tell me several times I was wrong when I was standing at the door looking at the sign. When I tried to get customer service to fix this they wanted me to call the upper management and waste more of my time to do so. Then I was told I could change preferences and did not have to be there in person for signature but this was a lie. The second guy was clearly flipping through a Manuel saying I could do it and then I couldn’t… the website is also glitchy.”

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Posted 1 year ago

“Worst company ever.”

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Posted 1 year ago

UPS is rated 1.2 based on 2,066 reviews