UPS (UK) Customer Service Issues

I have encountered an issue with shipping parcels via UPS. Despite providing all required customs documentation and meeting export regulations, UPS returned my parcels without explanation. I have previously shipped identical parcels with no problems before and after Brexit, making it clear that the error is not on my end. Even UPS confirmed this mistake when contacted. Following up with UPS customer service, an agent acknowledged the error and directed me to request a refund. However, multiple staff members informed me that refunds are not their policy, despite me paying for a service that was not only unfulfilled but also returned to me without justification. I find this situation unacceptable and am exploring options to recover the funds.

I returned a parcel via UPS as arranged by the seller. The UPS driver collected the package on Friday, February 5th around 2:15 PM. Since I couldn't print the return label, the driver had me fill out a form that I needed to photograph. Unfortunately, I missed capturing the barcode in the picture. Despite having the tracking number, the online tracking indicates that the parcel was never collected, which is inaccurate. I contacted UPS for assistance but was advised to file a claim, which I couldn't do. I was informed by UPS that the seller needs to handle the claim process since they arranged the collection. The missing parcel is a brown box containing white Nike Air Force trainers with butterfly designs, costing £[redacted], from Bluebee Customs. The tracking number is 1ZT542NC[redacted], collected from 41 Forglen Street G34 0NH, with the delivery address at [redacted] Old Chapel Street, Stockport SK39JL. I'm seeking advice on the next steps to resolve this issue as I've incurred a loss of £[redacted] due to the mishap.

Today marks the third attempt to reach out to UPS regarding my package bound for YOOX ITALY, tracking number 1ZW[redacted][redacted]. Unfortunately, my previous contacts with UPS have been unhelpful, including being redirected to the Philippines. It seems like the package might still be held up in customs in EXETER, delaying the delivery of a MES DEMOISELLES dress. I am seeking urgent clarification on the delay and require a prompt and positive response from UPS. If the issue is not resolved promptly, I will escalate my complaint. I anticipate a swift resolution and appreciate your prompt attention to this matter.

My parcel has been with UPS UK since February 14th, and it's currently at their Castle Donnington hub since the 17th. Even after speaking to customer service twice, they have not been able to deliver it to my home, just offering their apologies. Tracking number: 1Z4177AV[redacted] I would like my package delivered to my home as soon as possible.

I have been eagerly awaiting my UPS package for over a week now. The tracking number is 1ZAY[redacted][redacted]. According to the tracking information, the driver allegedly attempted to collect payment yesterday and today but was unsuccessful. This information is completely false! I paid the total amount of £94.56 online nearly a week ago. Additionally, I have been home all morning, waiting by the window and door, yet no one has shown up or contacted me. There hasn't been any UPS van in my area at all. I am extremely frustrated and confused about what is happening.

Hello, I attempted to place an order for a parcel on your website around 10:00 p.m. yesterday. However, when I proceeded to pay using PayPal, an error message appeared in red text at the top of the site. I made two additional attempts to pay, but encountered the same issue each time. Upon checking my PayPal account, I noticed that I was charged three times for the parcel at 8.39 each. I have not received a label for the parcel, and it is intended for an eBay customer, so I would appreciate a swift resolution. Should I wait for your label and a partial refund, or can I cancel the order, use a different courier, and request a full refund for the total amount (3x8.39)? My client is eagerly awaiting the item. I have also received three confirmation emails from your team. The transaction IDs are: [redacted], [redacted], [redacted]. You can reach me at [redacted]. Thank you, M. Rogojsz

Hello, I am reaching out on behalf of XITE ENERGY. We recently utilized your shipping services to deliver 3 packages of our energy drinks to Denmark. Unfortunately, the recipient contacted us to report that UPS requested a payment of [redacted] Danish krone, which equals £[redacted] GBP, for the delivery. This unexpected charge has not arisen in our previous shipments, and we are seeking clarification on why this occurred. Given the considerable amount requested from the customer, we have opted to cover the fee. To assist you in investigating, the tracking number for the order is 1Z1068T[redacted]7. We would greatly appreciate it if you could shed light on the reason behind this significant additional cost. Thank you, Ella XITE ENERGY

Hello, Tracking number: 1Z93635F[redacted] I am waiting for a UPS delivery scheduled for 12/3/21, as it was rescheduled from 11/3/21, which was inconvenient. I changed the delivery location but then received another email changing the delivery date to 15th March without my request. I am locked out of my online account and cannot reset it despite attempts. The customer service phone line didn't connect me to an agent. This has made receiving my Mother's Day gift a hassle. I hope for a prompt response to address these issues. Thank you, Brian

I made a purchase on eBay and arranged for the item to be delivered to Argos in Tamworth. I tracked the package on the expected delivery date and discovered that UPS was the carrier. Unfortunately, the item was not at Argos, and the tracking information was unclear. Contacting their customer service proved unhelpful due to it being fully automated. Resorting to visiting the Tamworth Hub in person, I thankfully located my package there. Interestingly, I work the night shift at the UPS Tamworth Hub and unknowingly passed by my parcel multiple times. Despite the hub being busy during the pandemic, the workload has decreased. Throughout this time, UPS has only delivered two parcels to me, both of which involved significant difficulties in receiving them. It would be beneficial for UPS to observe the efficiency of companies like Hermes, DPD, and Royal Mail and improve their services accordingly.

I sent a package from the United Kingdom to Spain with tracking number 1ZT92GH[redacted]2. UPS tracking system indicated it should have been delivered on 12/3/21 as it was in Madrid. However, I have yet to receive it. I attempted to call UPS in both the UK and Spain multiple times without getting through. I urgently require this package. Can you provide an update on its status, please?

I purchased a mattress through Wayfair with delivery scheduled for March 30th. After not receiving any updates, I contacted UPS, who informed me the box was damaged and rescheduled delivery for March 31st without notifying me. I tried to file a complaint about the lack of communication, inconvenience, and the rude behavior of the UPS customer service representative. They promised a callback by 8pm on the 30th, which never came. When I followed up, another representative claimed I had rearranged the delivery on the 29th, which I did not. Despite explaining the situation and the fact that I had to sleep on the floor due to their errors, I received no apology. I also submitted a complaint via email to UPS, but have not received a response.

I have used parcel2go.com to send a parcel through UPS to Mr. John Yaconetti. The tracking number is 1Z5776W[redacted]7. The parcel contained valuable antique items. Unfortunately, the parcel appears to be lost. I am incredibly stressed as my husband recently passed away, and I am yet to hold his funeral. I seek urgent assistance as parcel2go has not been helpful so far. Please prioritize this matter and get in touch with me soon. Thank you for your prompt attention to this issue. Barbara G. Email: [redacted]

I am extremely frustrated with my recent experience with a package pickup arranged through Parcel Compare. Despite making a payment, they couldn't print my labels and directed me to contact UPS. After a series of back and forth calls, I finally spoke to a helpful representative who assured me the driver would have the labels upon collection, for which I had to make an additional payment. However, to my dismay, I have not received an email or reference number, and I am currently on hold for over 15 minutes trying to sort out the issue. I'm still in possession of the package and out of pocket by £50. I would appreciate it if someone could urgently contact me regarding this matter. Thank you. Natalie B. [redacted] [redacted]4

In early January [redacted], I sent a package from Germany to the UK through UPS as a belated Christmas gift for my brother. Despite the delayed delivery by 6 days, UPS issued an invoice three months later with unexpected fees. These fees were not disclosed during booking or upon delivery, making it impossible to dispute them post-delivery. VAT charges due to Brexit were understandable, albeit surprising for a gift parcel. The bulk of the charges were unjustified UPS fees, lacking transparency and explanation. UPS claimed one fee resulted from a 'complex entry', yet they never attempted to contact me during transit. The detailed customs declaration attached externally should have prevented any confusion about the parcel's contents. I am requesting UPS to cancel the invoice entirely, or at least waive their unjust fees and only charge the VAT. Despite contacting UPS through their website a week ago, I have not received a response, and today I encountered technical difficulties while trying to reach them again. parcel/ invoice details: Account Number: 8GB2749ARV Invoice Number: [redacted]69 Date of Invoice: March 1st, [redacted] Tracking Number: 1Z952F9W[redacted]952F9WV3HQS Reference Number: DE2021COM[redacted]

Hello, I sent a package from Germany to London, UK on April 22, [redacted]. It has been in UPS Stanstead since April 28, [redacted]. The UPS tracking system now shows that delivery can happen, but they are asking for [redacted].81 British Pounds, which is more than 30% of the shipment's value of [redacted] Euros. I find this fee excessive and unreasonable. I would like to understand the breakdown of the charges and if it can be reduced. What are my rights in this situation? I am also concerned that the shipment, which should have been kept chilled, may be damaged now. It has been 15 days since it was dispatched. I appreciate any assistance on this matter. Thank you, R. Cohen

On February 3, [redacted], I bought an old, out-of-print book from a bookstore in the USA. I received a UPS email with the tracking number 1ZW3306W[redacted] stating delivery by February 9. Despite notifications, the package never arrived, with UPS citing incorrect address and receiver no longer in business. After many failed attempts and contacting Customer Support, with a claim lodged in March (Case #: C-[redacted]), it's now May with no resolution. Frustrated with scripted replies, I seek either the book or a $[redacted].00 USD refund. Andrew Percival

I scheduled a shipment of 3 parcels to Portugal. UPS picked them up on April 22. However, 2 parcels were returned to my address instead of being delivered; yet, I was still charged £[redacted].87. One parcel is missing, and the tracking status indicates it is being returned, but it's been a month. I am confused why the payment was deducted. I have contacted UPS multiple times via phone and email ([redacted]) provided by a customer service representative, but I haven't received any helpful responses or solutions.

I arranged for a shipment of 3 parcels to Portugal via UPS. The collection was scheduled for April 22nd. However, a few days later, the driver brought back 2 parcels to my address and charged me £[redacted].87. Despite this, the items were not delivered to Portugal. One parcel is still missing, showing as in the return process for a month now. I am puzzled as to why the payment was deducted from my account. My attempts to seek clarification from UPS have been futile. Each time I call, the staff seem unaware of the situation, leaving me with no answers. I have been trying to communicate via email with [redacted], as advised by a customer service representative, but have not received any response after almost a month of reaching out.

Good morning, This morning, my colleague spoke with Nina in your customer services at 9:30 a.m. Nina collected all the details and forwarded them to the relevant department. She assured us of a call back within the hour. However, it is now almost 11 a.m. and we haven't received any feedback. We have been trying to obtain a corrected invoice for a shipment since May 25th, but have not succeeded despite long hold times, emails to UPS and Resolve. Our last communication was on June 2nd, reiterating information already provided but not addressed. We have received error-free deliveries from the manufacturer previously, leading us to question the sudden change. The incorrect invoice details are as follows: - Total Due GBP: [redacted].06 - Brokerage Charges: 14.73 - Government Charges: [redacted].33 There should be no Government charges, which has never been the case before. Please provide an accurate invoice with the correct charges as detailed below: - VAT: [redacted].23 - Brokerage Charges: 14.73 - Government Charges: 0.00 - Total Due GBP: [redacted].96 Upon receipt of the revised invoice, immediate payment will be made to ensure delivery today. Thank you, Anne Duhig-Reader (Director)

Today, I awaited a delivery eagerly, only to have a disappointment. The delivery driver arrived late at 3:15 pm and left without attempting the delivery, claiming no one was home. I witnessed his arrival and even tried to get his attention. However, upon checking the website, I saw he reported an attempted delivery during that time, which is untrue. The sender had paid for next-day delivery, making the situation even more frustrating. The driver's behavior reflects poorly on the company, and I hope they rectify this by delivering the parcel promptly.