UPSReviews 

Customer service gave conflicting answers every time I called. No ownership, no consistency, no resolution.

We've had it or the umpteenth bad service experience.

Well, I would have left zero stars if possible. With a 1.2 rating, UPS clearly doesn't care about public opinion & good service.
Today for the umpteenth time, the delivery driver claimed to have TRIED to deliver at 11:16 when there were 4 adults at home + 2 dogs who love to respond very vocally to the door bell!
The UPS office apparently redirected the delivery immediately without allowing us to modify. I hate to say this but Amazon does so much better.

I’m waiting for a delivery of fresh goods from Ireland here in Italy- 36 hours Ireland to Italy and now 3 days sitting in a depot less than two hours away! Website says we are waiting due to our remote location despite the fact our town straddles the same main north south motorway as the depot which is about 90 mins away!!!when I phone to chase they say the delivery is out for delivery and will be with you today, lies upon lies upon lies - absolutely shockingly poor customer service even for Italy where the competition is pretty fierce believe me!!! Friday tomorrow so that’s it for this week, no doubt that the dry ice packaging has given up the ghost by now and sometime after Christmas I will receive some three week old fresh food that’s been sitting on a depot floor waiting for someone who can be bothered to deliver it! There are other couriers available here in Italy and I have never experienced problems like this with any of them - avoid ups in Italy

1Z7V754W9195252139

Consegnato ad UPS Access Point il 02/09. Da Tracking risulta fermo lì ma l'Access Point dice di averlo affidato ad UPS. Che ho già chiamato 3 volte. Ogni volta dicono che mi richiamano ma non accade. Scandalosi. Dov'è il mio pacco?!?

The worst courier company out there. I genuinely can't understand how can you get it wrong _every_single_time. You literally could not make it up - every single item that had a misfortune of being sent with UPS ends up not delivered, delivered to the wrong place, thrown over the fence and destroyed, EU to EU deliveries routed via the UK and stuck at customs, the list goes on and on. This is based on my experience in Ireland.

I stopped ordering from online merchants who I know (or who admit they are) using UPS for deliveries - I no longer have the patience to deal with UPS's incredible incompetence.

One of the worst, it is my second bad experience, the first time many of my object arrived broken. This time rude client support, i could not contact them to move the delivery date, no numbers or contacts to contact. In the end i have to go and get the pack after only one attempt for delivery.

Updated by user Mar 07, 2026
Today, the person who hosted my daughter received a request from a debt collection agency to pay $347 on behalf of UPS for unknown reasons. Just like with previous issues, there is no information provided at all.It is worth noting that in January, we received an almost full refund for the damages to the package.

I have already written to the agency demanding proof of the claim, as I have already paid for the shipping, both Italian and US customs duties, and the UPS brokerage fees.Every cost that was communicated to me has been paid in full.

Now, out of the blue, they are claiming an additional $347! I have never had such a negative experience with a company’s service.

Updated by user Jan 06, 2026
First advice: avoid UPS.Second advice: Don't back down on what's owed. It's a classic tactic: they stall the process just to see if the client will throw in the towel.

Updated by user Dec 24, 2025
This is the email I have received from them"...Following our review, we inform you that the investigation has been closed with a negative outcome, as the parcel could not be located.Below we list the documents missing for the handling of the case:– Purchase invoice dated prior to the damaged shipment, certifying the value of all the goods contained in the parcel entrusted to us.– Copy of the waybill...."I replied pointing out that the procedure was completed online and that all operators verified the parcel using the tracking code, so I do not understand the need for such documentation, apart from the request for bank details. They replied again, essentially repeating the same thing, namely that the “parcel could not be located” and that they require this documentation, which I am unable to retrieve from the website because no copy is available, nor was it clearly stated that a copy should be retained for potential claims.

I continue to be astonished by the poor quality of UPS’s service. If possible, I would give them -5 stars...

Original review Dec 22, 2025
The customer service provided was wholly inadequate. Incorrect information was repeatedly communicated, and no clear guidance was given regarding the documentation required for export and import.

Cost transparency was entirely lacking, and no official documentation was supplied to substantiate the charges allegedly imposed by U.S. Customs.
After the shipment had been held for approximately 20 days, an additional brokerage fee of USD 75 was applied for customs-related services. This occurred despite prior assurances that there were no issues and that U.S. Customs had not requested any additional documentation.

Delivery dates were repeatedly confirmed for the same day and subsequently removed at the end of the day, resulting in continuous delays.
Only at a later stageafter contacting a representative who appeared to intervene effectivelywas an additional document suddenly requested, causing further delivery delays.
Upon delivery, the package was found to be severely tampered with.

The food products, although industrial and originally sealed, were scattered inside the parcel.
Furthermore, it was not possible to open an official claim over a period of 20 days. Telephone support provided inconsistent information, email follow-ups were promised but never received, and the online system requires a code obtainable only by submitting business-related information, which is unreasonable for a private individual.
Pros:
nothing.
Cons:
No one helps you solve your problem
Poor customer service and no clear charges and wrong information

This company should be avoided
Debt Validation REquest 520014497278
UPS Reference Number 000003028302062

2 times lied about attempted deliveries, and another time lost my amazon return with no news for 3 weeks.

I recently returned a high-value parcel via UPS using a retailer’s official return label, and the experience was incredibly frustrating.

The parcel sat at the drop-off point for over a week with no movement, no collection, and no useful updates on tracking. Every time I contacted UPS, I was told to “wait 14–15 business days for an investigation.” That isn’t customer service — it’s passing the problem around.

For a company handling expensive items, the lack of communication and accountability is disappointing. Tracking should mean real-time visibility, not guesswork.

UPS used to be reliable, but the service has definitely slipped. I hope they start taking customer issues more seriously and get back to the standard they once had.

A truly disappointing experience. I trusted UPS with an express delivery from London to Montreal that was supposed to arrive on 19 September. Instead, it was delayed by two weeks, wrongly routed through the USA, and marked “lost” before finally arriving. I received endless conflicting updates and zero clarity from customer service. For a global logistics company, the lack of visibility and accountability is unacceptable. Would not recommend based on this experience.

They broke my package, rearranged it, and threw the contents inside like garbage.
They didn't notify me of what had happened! Poor service; I've never had this problem with other shipping companies!

Delinquent.
This company failed to deliver a package.
Lied about an attempted delivery.
Claimed they then could not find the business address.
Then claimed they delivered and sent a photo of some random location to prove their level of delinquency.
I did not have the contract with UPS. The seller does so I have no way to make them accountable.
When you call UPS Italy, they are no more helpful than the online updates.
I would never knowingly use UPS Italy for any delivery.

I was expecting a high-value package (a MacBook) that was shipped with “signature required.” The courier never rang my bell, never asked me to sign, and instead forged a signature and left the package unattended in my building. Anyone could have taken it.

I was lucky — my neighbor noticed it and kept it safe for me. But it could just as easily have been stolen. For a delivery marked “signature required,” this is unacceptable.

What makes it worse is that this isn’t the first time UPS has left packages in risky places in my building. It feels like the “signature required” option doesn’t mean anything to them.

For expensive items, people need to be able to trust the delivery service. After this, I don’t.

Rubbish
Why is it impossible to log into their website to say where to deliver to

I have not been able to get a parcel delivered to my home address despite having had contact with the UPS Trust Pilot Team, who referred me to their Technical Team, who in turn referred me to Customer Services, who in turn just reported they do not have an option to direct a parcel to be delivered to my home address. In the course of this experience I also discovered the UPS 'My Choice' app did not work, as 6 years ago I did not validate the account, subsequent to which this option is reportedly no longer available. I also found the UPS website was not accessible to Apple Safari and then having gained access via Google Chrome no option was available to change a delivery location. All I ask is for delivery of all parcels addressed to me at my home address to be delivered to that location. However, it would appear that UPS systems do not allow either me nor their employees in 3 separate departments to 'deliver' that preference, simple though it is, it is also sadly deeply ironic. I have given a single star rating in appreciation of UPS employees who have to tolerate such corporate ineptitude. Essentially save time and effort, avoid UPS.

Our package was scheduled to be picked up at 2 PM today. We had arranged this pickup 15 days in advance, so there is absolutely no excuse for what happened. A UPS employee, during a previous pickup, specifically told us that if there are many pickups on the same day, the driver might come earlier, so we were instructed to have the packages ready by 11 AM.

We had eight packages with a total weight of 230 kilograms, placed on the street at 11 in the morning. They remained there until 6 PM because we could not simply leave them unattended. And yet, no one ever showed up to collect them.

To make matters worse, between 3 PM and 7 PM we repeatedly contacted the call center, only to receive contradictory and false explanations from different representatives. We were told, among other things, that it wasn’t even UPS handling the pickup, that the order had been canceled (which was never the case), and that a driver was on the way who would arrive by 6 PM — none of which were true. In the end, no one took responsibility for the failure, and we were left without a solution after wasting the entire day.

On top of this, we had to move all the packages back inside again — and believe me, it is not easy to move that many boxes. We had already respected UPS’s request to bring everything down three flights of stairs to have them prepared in advance, so as not to waste the driver’s time upon arrival. Bringing down 230 kilograms worth of packages does not take less than an hour, and repeating that process twice in one day was simply unacceptable.

This is unacceptable. For something scheduled this far in advance, with heavy and numerous packages, UPS should have ensured the pickup happened as promised.

These terrible reviews will most likely not have any impact on UPS
I wait for my parcel and rush to the door . The driver has disappeared without delivering my Hugo Boss parcel . I rush into the street and the van is racing down the road. I get a notification to say I was not in! They failed to deliver on the two next times they state
I return my Hugo Boss item at a designated UPS depot. They lose the parcel. It takes me weeks of phone calls and emails to UPS and Hugo Boss to obtain my refund for the item which I believe was never found
No company nor individual should use UPS - ever.

Paid for a delivery within 48 hours and dropped off at collection point well in advance of collection time. 4 (yes 4) days later my package was still there according to tracking info. Tried using online help via UPS app but it only told me to phone customer service. So I phoned customer service (during their stated opening hours), went through the automated process, gave my tracking number, they repeated it back to me, I confirmed it was correct, and was then told the office was closed and they hung up on me! This is about as bad as a delivery company can possibly be: promising quick safe delivery, completely failing to deliver and then making it near impossible to find out what’s happened, fix the problem or get refund/compensation. I might as well have just posted it for a fraction of the cost. It would probably have arrived by now. Absolutely useless. Worse than useless.

Ordered a present from Ralph Lauren paid for speedy delivery UPs confirmed 22 Aug delivery at 6.20 pm Ups changed delivery date to 26 Aug after waiting in all day form my parcel. A total unprofessional state vote with your feed don’t use UPS if you buy a product ask who is delivering if it’s Ups ask for a more professional company.