Negative Experience: UPS has been a source of disappointment for over 20 years, and I now only use their service when no other options are available. This most recent experience highlights these frustrations: I waited for my package over three full business days, only to receive an email at the end of each day stating “delivery delayed” after already wasted hours waiting. Instead of leaving a proper delivery notice, UPS marked my package as “Delivery Attempted” in an email, even though the driver had not exited the vehicle. Clear buzzer codes, which ring directly to smartphones, are printed on the labels but are consistently ignored. Attempting to resolve this through their dedicated customer service line are equally pointless. After long hold times, representatives displayed a dismissive attitude, referencing GPS data that showed the truck had stopped near my location—but offered no solutions, leaving customer complaints feeling unvalued and unresolved. It is a pointless exercise in contacting UPS (United Parcel Services) at their toll free at 1-800-742-5877 or email at
[email protected]Moreover, UPS imposes excessive Customs Brokerage Charges, Brokerage fees, and Brokerage taxes on top of the standard duties and taxes expected with international purchases. These steep fees suggest a level of premium service that UPS consistently fails to deliver. Given these high costs, it is unacceptable that they do not prioritize reliable service and respect for customers’ time.
Positive Experience: The only redeeming aspect of this experience was my interaction with Victor, a customer service representative at The UPS Store, an independently owned franchise. While they don't handle deliveries, they are left to deal with the aftermath of UPS’s poor service, assisting frustrated customers who need to collect their packages. After yet another misleading “Delivery Attempted” email, I called the store. Victor was attentive, empathetic, and took my concerns seriously. He assured me he’d monitor the package and called back within 10 minutes to confirm it was available for pickup. When I arrived, he professionally verified my identification and ensured a smooth handoff. Victor’s dedication to customer service is exceptional, especially considering he frequently hears similar complaints from apartment residents. UPS could learn from his approach to handling complaints to improve customer satisfaction and deliver the level of service their fees imply.
#UPSFailsCustomers #UPSUnreliable #CustomerTimeWasted #ExcessiveFees #AccountabilityMatters
