UPS Complaints: Steps to File, Frequent Issues, and How to Reach Out

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Last Updated on 18/08/2023 by UPS_ Admin

UPS, the renowned global shipping and logistics behemoth, serves countless businesses and individuals daily. Like any expansive organization, it occasionally faces customer grievances. Dive into this article to unravel the intricacies of UPS’s complaint management system, the various avenues available for voicing concerns, and the potential pathways to resolution.

UPS Complaint

How Does the UPS Complaint Management System Work In 2023?

In 2023, the UPS complaint management system offers a multifaceted approach to address customer grievances. If you face an issue with UPS:

  1. Initial Contact: Reach out to UPS customer support. Customers can contact them through various means, including calling, emailing, using the website, or even through their social media channels.
  2. Direct Communication: For immediate concerns, call UPS Customer Care at 1-800-742-5877. To provide detailed feedback or to follow-up on an existing complaint, emailing their Customer Service Department at customer.service@ups.com is recommended.
  3. Local Intervention: If your grievance pertains to a particular delivery incident or driver, directly communicating with the local UPS manager often brings about a quicker resolution. Ensure you request a call back from the manager, not just any representative.
  4. Response Time: Typically, upon contacting UPS customer support, expect a response within 24 hours, depending on the time and mode of contact.
  5. Alternative Avenues: If you find UPS’s response unsatisfactory, you have the option to approach consumer protection agencies. In more escalated scenarios, customers can seek arbitration or move to a Small Claims Court.

Common complaints often revolve around delivery issues, billing problems, and perceived poor customer service. It’s important to note that while UPS strives to address all concerns, reviews do indicate that not all customers find resolutions satisfactory.

How Can I File a Complaint with UPS?

To file a complaint with UPS:

  1. Initial Contact: Reach out to UPS customer service at their toll-free number (available Monday – Friday, from 8:00 AM to midnight). The optimal time to call is around 8:30 AM for a shorter wait time of approximately 15 minutes. To navigate to live assistance swiftly, press 0 during every prompt.
  2. Multiple Channels: Besides calling, send an email detailing your complaint for added attention. Engaging UPS via social media platforms can also yield quicker responses.
  3. Local Action: For complaints specific to a delivery incident or driver, contact the local UPS manager directly for swifter resolution.
  4. Claims for Missing/Damaged Packages: If you suspect your package is missing, initiate by tracking its delivery status. Check around your premises, and inquire with neighbors. UPS drivers often leave packages in secure locations during adverse weather.
  5. Online Claims:
    • Visit www.ups.com and register your details to start the claims process.
    • Supply all necessary information about the missing or damaged package.
    • If your package is delivered outside the agreed time frame, you can reclaim your refund.
    • For damaged goods, provide evidence (photos or documents) and retain the damaged item until the claim concludes.
  6. Document Everything: Maintain records of all interactions and gather any possible evidence (like photos) that might support your claim.
  7. Escalation: If your complaints or claims remain unresolved despite multiple attempts, consider writing a courteous but detailed letter to the president of UPS, found on their corporate site. Ensure to include any claim numbers or tracking info. CC the local UPS office on your letter.

By following these steps and being persistent, you can navigate the UPS complaint system effectively.

How Do I Complain About a UPS Delivery Driver?

To complain about a UPS delivery driver:

  1. Initial Reporting:
    • Immediately contact your local UPS center and specify the exact location where you experienced an issue with the delivery driver.
    • Request to speak with the on-road supervisor, who is directly responsible for the drivers in the area.
  2. Details and Documentation:
    • If possible, note down the vehicle’s license plate and any unique identifying number like the 1Z number. This information can help trace which driver delivered a particular package and when.
  3. Safety Concerns:
    • If you believe the UPS driver is driving recklessly or endangering others, consider contacting the police. Safety violations are serious and can have legal implications.
    • If a driver doesn’t adhere to safe practices, such as not stopping at designated areas, UPS may launch an internal inquiry upon your report.
  4. Alternative Platforms:
    • Arbitration: If you’re unsatisfied with UPS’s internal complaint resolution, you can opt for arbitration through the American Arbitration Association. Notify UPS of your intention and file your claims. UPS will respond, a hearing process will commence, and a decision will be reached.
    • Small Claims Court: This is suitable for minor damages. Begin by giving UPS an opportunity to address your issue. If unresolved, write a demand letter to UPS. Next, fill out the necessary court forms and submit them. Once approved, UPS is notified to respond. Both parties will present their cases in court, leading to a decision.
    • Review Sites: Sharing your experience on review sites can draw attention to your issue. Sites like the Better Business Bureau not only host reviews but also can mediate complaints with businesses. A negative review can sometimes prompt a company like UPS to take corrective action.
  5. Communication:
    • Stay calm and professional in all your interactions, ensuring your concerns are clearly understood. If required, escalate your complaints, always providing all necessary details and evidence.

Following these steps ensures that your concerns about a UPS delivery driver are appropriately addressed and resolved.

What Are UPS Customer Support Contacts?

For customer support with UPS, you have several avenues:

Phone Support:

  1. General Customer Care:
    • 1-800-742-5877 (1-800-PICK-UPS®)
    • Sun-Sat: 6:00 a.m. to 1:00 a.m. EST
    • Best time to call for prompt agent assistance: 8:30 a.m.
  2. International Shipping:
    • 1-800-782-7892
    • Hours: Weekdays, 7:30 a.m. to 9 p.m. EST
  3. For the Hearing Impaired:
    • 1-800-833-0056
  4. Billing Center Support:
    • Domestic Billing: 1-800-811-1648
    • Import Billing: 1-866-493-7140
  5. Freight Support:
    • Less Than Truckload (more than 150 lbs): 800-333-7400
    • Truckload (more than 12,000 lbs): 888-682-4652
    • Air Freight (more than 150 lbs): 800-443-6379
    • Ocean Freight: 800-350-8440

Online Support:

  1. Website:
  2. Email:
  3. Virtual Assistant:

Social Media & Other Platforms:

  1. Twitter: Tweet to UPS for support.
  2. Facebook: Follow UPS on Facebook for updates and support.
  3. YouTube: Subscribe to UPS for informational videos.

Mailing Address:

  • UPS, 55 Glenlake Parkway, NE, Atlanta, GA.

Live Representative:

  • Call 1-800-742-5877, say “returning call” when prompted, then confirm with “yes” when asked if trying to return a call to get connected to a live representative.

These are the primary methods to reach out to UPS for customer support, complaints, or inquiries. Always ensure to have your tracking number or any relevant details handy for efficient assistance.

What Are Common Complaints Made Against UPS?

Common complaints made against UPS include:

  1. Slow service.
  2. Rude behavior.
  3. Failure to deliver on time.
  4. Unreliability.
  5. Lack of transparency.
  6. Expensiveness.

Effectiveness of UPS Customer Support:

  1. The Customer Service Scoreboard ranks UPS in the lower percentile for customer service among the 1854 companies rated.
  2. Positive reviews at Sitejabber mention that the service was outstanding, with multiple users recommending UPS to friends and family.
  3. However, a platform named “Pissed consumers” gives UPS a low rating of 1.5 stars.
  4. Some of the reasons for negative reviews include receiving wrong shipments, broken shipments, and other delivery-related issues.

Additionally, for further details on UPS’s package services and comparisons, you can refer to articles on topics such as “UPS Surepost vs USPS Priority” and the policies on how long UPS holds packages.

How do I email a complaint to UPS?

To email a complaint to UPS, follow these steps:

  1. Go to the UPS website and navigate to the contact page to find options for submitting inquiries or complaints.
  2. If you prefer direct email, send your complaint to UPS’s Customer Service Department at customer.service@ups.com.
  3. If your complaint pertains to a specific delivery driver or incident, consider speaking with the local UPS manager for more direct resolution.
  4. In addition to emailing, you can strengthen your message by also calling UPS Customer Care at 1-800-742-5877. When discussing your complaint over the phone, request to speak directly with a manager for the most effective communication.

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