ComplaintsforUnited Parcel Service

Delivery Service

Multi Location Business

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Initial Complaint
11/14/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Better Business Bureau,I am writing to seek assistance regarding ongoing issues I have been experiencing with UPSs delivery practices. On multiple occasions, UPS drivers have marked packages as attempted delivery, despite never actually attempting to knock on my door. I have been at home each time, and I also have security camera footage showing no attempt to approach my door.This has been a frustrating and recurring issue, and my efforts to resolve it directly with UPS customer ********************** have been unsuccessful. UPSs customer ********************** process has proven challenging, as it often lacks options to speak with a real person who can address my concerns effectively. I believe the size and structure of UPS may be contributing to the difficulty in reaching a resolution, and I am concerned that other consumers may be experiencing similar issues with no effective *********** a consumer, I rely on UPS to provide accurate and reliable delivery services. The pattern of unfulfilled delivery attempts has caused inconvenience, and the lack of accessible customer ********************** channels has made it nearly impossible to resolve the matter. I am reaching out to the BBB in hopes that your organization can help mediate this issue or assist in bringing attention to it.Any assistance or guidance the BBB can provide would be greatly appreciated. I am eager to find a solution that ensures reliable delivery practices from UPS and improves accessibility for customer ********************** interactions.Thank you for your attention and assistance with this matter.
Business response
11/19/2024
Thank you for taking the time to bring the concern to our attention. We sincerely apologize for any inconvenience the customer has experienced in this matter. A representative from our Corporate Office has reached out to the customer directly via e-mail so we can discuss their concerns further. We appreciate customer for giving us an opportunity to understand this situation and address the issue. Thank you
Customer response
11/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was told that my parcel was attempted to be delivered twice, yet that is not true. Today should have been the first attempt to deliver the package. I am wondering what happened to my shipment and why as the tracking information is untruthful.
Business response
11/14/2024
Thank you for taking the time to bring the concern to our attention. We sincerely apologize for any inconvenience the customer has experienced in this matter. A representative from our Corporate Office has reached out to the customer directly via e-mail so we can discuss their concerns further. We appreciate customer for giving us an opportunity to understand this situation and address the issue. Thank you!
Customer response
11/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
11/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The business never delivered my package, didnt even knock on my dooor. They just decided to just leave a note on my door saying I wasnt home
Business response
11/13/2024
Thank you for notifying us regarding this concern. We are dedicated to delivering exceptional service to each of our customers. We deeply regret any inconvenience or frustration caused by this recent experience. A member of our team will reach out to customer shortly to discuss the details of their concerns. We thank them for their patience as we work to resolve this matter.
Initial Complaint
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 7th I shipped a package with tracking number listed below. The package was delivered October 11 and was reported damaged, a claim was filed upon notice of damage from the buyer. UPS was supplied with all requested information and pictures of the damaged items. As of November 8 there has been no response from UPS on my claim status. This package was very securely packaged with 6" of foam padding in front and top and another1 1/2 " styrofoam in back in a double ply carton that had several FRAGILE stickers attached. I am sure thousands of packages are shipped every day that are no where nearly as securely packaged and they arrive safely. My package was damaged while in their care and they should be responsible for the damages. There can be no excuses for a poorly packed item because was grossly over package to insure safe delivery. Ups has all pictures and documentation they requested on file which has already been sent including ALL pictures requested, tracking info and item cost. This claim is for improper handling of my item while in their hands and should be resolved.
Business response
11/13/2024
Thank you for notifying UPS of this concern. Please allow us to research our customers concern for a resolution. The customer will be contacted today. We sincerely apologize for any inconvenience caused.
Initial Complaint
11/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I do not have a cell phone and my inside phone is not working so UPS needs to reply to my complaint by EMAILS! If they hadn't stopped making their email address unavailable I would had contacted them that way! I am NOT going to read their book of terms at their website in order for me to know if I agree to them or not JUST TO SEND THEM A COMPLAINT which is how they are demanding to contact **********, November 9th.....GATE OPEN TODAY UPS put the HEAVY box beside our fence instead of on our porch which would had been okay if it was not heavy but it is and reminding you I don't have a cell phone and my inside phone stopped working so have to do emails.I was yelling at the UPS driver as he was driving off to stop! But he did not.I am a physically disabled senior and thought it was understood when our gate is open deliver to our porch! UPS driver might say driveway too narrow but the gate was open the full length of the drive way and when they push the gate opened wider on the grass it's TOO HARD FOR ME TO CLOSE!!!I had been assured by someone with UPS MONTHS AGO (not sure if it's okay to put their name here) that they would "make sure that the driver on your route is made aware that ALL deliveries are to be made to the porch, as long as the gate is open, for all future deliveries." As I have made this same complaint many times to UPS!
Business response
11/13/2024
We sincerely apologize to the customer for any inconvenience caused. The customer's concern was forwarded to the local ***************** for investigation and response. The customer will be contacted today.
Initial Complaint
11/09/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My package was supposed to be delivered today. My package was loaded on a delivery vehicle this morning at 6:12am. It is now 12:15pm and its still sitting on the vehicle and not out for delivery. This has been an ongoing problem here in **. The attached photo shows their websites updated status. Every other time they have done this they remove the loaded on vehicle status once its out for delivery so it no longer allows people to see that our deliveries sit on a truck an entire day before they are sent out for delivery.
Business response
11/12/2024
Thank you for notifying UPS of this concern. Please allow us to research our customers concern for a resolution. The customer will be contacted today. We sincerely apologize for any inconvenience caused.
Initial Complaint
11/08/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
UPS couriers do not actually contact customers prior to delivery. Theres also many process impediments when it comes to actually getting your goods back from these people. Its absolutely insane that there is no procedure in place for next day redelivery during the weekend although UPS is open.
Business response
11/12/2024
Thank you for notifying us regarding this concern. We are dedicated to delivering
exceptional service to each of our customers. We deeply regret any
inconvenience or frustration caused by this recent experience. A member of our
team will reach out to customer shortly to discuss the details of their
concerns. We thank them for their patience as we work to resolve this matter.
Initial Complaint
11/08/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order 1Z14V3880393068454 DeWalt battery powered sander While I was at work, a UPS driver (a lady I didn't recognize, not the usual driver,) was supposed to deliver this package to my home. Instead she left it in the middle of the road DURING A RAIN STORM. The gentleman who I hired to clean my house the door open and shouted for her to bring him the item. She snickered and drove off. Before he could retrieve said item a driver drove past and splashed water all over the package. I have attempted to dry it out, but it still doesn't work.I tried to file an insurance claim via UPS, but their*wonderful ", AI generated system won't let me. Big surprise. I called their customer ********************** and received the usual run around (shocker...). I tried to escalate the issue with upper "management*. No response.I am now reaching out to the BBB for resolution.
Business response
11/12/2024
Thank you for notifying us regarding this concern. We are dedicated to delivering
exceptional service to each of our customers. We deeply regret any
inconvenience or frustration caused by this recent experience. A member of our
team will reach out to customer shortly to discuss the details of their
concerns. We thank them for their patience as we work to resolve this matter.
Customer response
11/12/2024

Complaint: 22533620

I am rejecting this response because: will accept when they contact me

Sincerely,

**** ******
Business response
11/12/2024
Thankyou for contacting us and bringing this concern to our attention. Our records
indicate that this is a duplicate complaint and our office is working directly
with the customer under Complaint ID # ********
Customer response
11/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
11/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They continue to delay our packages and it's not ok or right.
Business response
11/12/2024
We apologize for any inconvenience the customer has experienced in this matter. Weve reached out to them for additional information. Once this information is received, we will assist in getting this resolved.
Initial Complaint
11/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered $2,500 of wine from my favorite winery in *****. I have ordered the wine before and never had an issue with shipping until now. Due to the contents of the package an adult signature is required for delivery. My issue though is that UPS has a corporate policy that says the driver is only allowed to be at a house for ***** seconds (this information is per the local delivery hub in ******, **). UPS tried to deliver my package 3 times. Each time I was home but not able to get to the door before the driver left. Each time the driver was at my house for less than 60 seconds. Since I missed 3 deliveries now my product is being sent back to ***** and I need to have it resent. I can possibly have it intercepted and rerouted but even so, I am not sure I will be able to get to the door in time to ever get my products. This UPS corporate policy will cost me $190 for paying to have it reshipped. If my wines are ruined then it will cost me an additional $2,500. UPS should accommodate the elderly, people that are disabled, or anyone who is not able to get to their door in ***** seconds. This is a poor policy rooted in corporate greed (i.e. trying to squeeze so much out of the drivers that they are not allowed a full minute to pause to try to collect a signature).
Business response
11/12/2024
Thank you for notifying us regarding this concern. We are dedicated to delivering exceptional service to each of our customers. We deeply regret any inconvenience or frustration caused by this recent experience. A member of our team has reach out to customer via phone to discuss the details of their concerns. We thank them for their patience as we work to resolve this matter.
Customer response
11/12/2024

Complaint: 22532116

I am rejecting this response because: while I appreciate that you reached out my $3,000 shipment has still not been delivered and is not yet even in process of being delivered. I will be satisfied when my package/goods are delivered since that is what I paid for.

Sincerely,

*** *******
Business response
11/14/2024
We sincerely apologize for the inconvenience caused to the customer for this situation. ******************** attempted to deliver the package, but we were unsuccessful. The package was returned back to the shipper and delivered to them on 11/07/24. At this time, the customer will need to work directly with the shipper to request the package be resent to them or reimbursement.
Customer response
11/14/2024

Complaint: 22532116

I am rejecting this response because: I have been in direct contact with the shipper and they are in process of reshipping. Again, I will consider this resolved once UPS delivers my package. I cannot believe that UPS is trying to mark this resolved while my package is still not delivered. I can see UPS has made an effort to contact the shipper directly. While I appreciate that effort, the effort I really need from UPS is to deliver the package.

Sincerely,

*** *******

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