Independent profile — not affiliated with UPS
UPS
UPS is the common name of United Parcel Service, Inc., a publicly traded package delivery company headquartered in Atlanta, Georgia. This page collects practical steps for lost or damaged package claims, the company's own claim and support pages, and the public record as displayed on 2026-10-18: BBB, Trustpilot, and the legal matters named in its 2025 Form 10-K and its Form 10-Q for the second quarter of 2026. It also links this site's archive of 576 complaints about UPS; The UPS Store (a franchisor owned by a UPS company, with mostly franchisee-owned stores) and the former UPS Freight are treated as related businesses.
Complaints & Reviews on USAComplaints
USAComplaints currently maintains 576 historical complaints about UPS, published between 2001 and 2020. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.
- Lost Necklace Claim Unpaid and Account Balance Dispute
- Carrier Placing Packages Directly in Front of Townhome Door
- Driver Did Not Leave Package and It Was Returned to Shipper
- Package Returned to Shipper and Signature Required Despite Instructions
- Diesel Delivery Trucks Polluting Air in Oregon Neighborhood
- Package Marked Delivered to Nonexistent Address 3415
- Customer Service Declining for Years, Customer Switching Carriers
- Unemployment Card Delayed Then Lost, Contradictory Reasons Given
- Guaranteed $120 Delivery Missed Before Departure Abroad
- Receiver Never Got iPhone 5s Shipped Internationally
- Employee Angrily Confronted Driver Cutting Through Distribution Lot
- Missed Info Notice and Fee Demanded to Reroute Package
- Inbound Package From USA Untraceable With No Communication
- Driver Claimed Dogs in Yard, Then Risk Level 5 Label
- Child's Toy Arrived Smashed and Crushed in Box
- Package Lost at Miami Facility, Refund Offered Only $100
- Driver Refused to Pick Up Four Packages at Office
- Package Not Delivered Though Customer Stayed Home to Receive It
- Manager Repeatedly Asked for Directions to Home Instead of Using GPS
- Post Office Returning Packages Lacking PO Box Number
Complaint Themes
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- UPS.com (U.S. site): https://www.ups.com/us/en/home
- 1-800-PICK-UPS: claims and customer line named in the UPS Tariff: 1-800-742-5877 60 complaints mention this number
- File a UPS claim (lost or damaged package): https://www.ups.com/us/en/support/file-a-claim
- UPS Help and Support Center: https://www.ups.com/us/en/support/contact-us
- Headquarters, Atlanta (SEC record): 404-828-6000 30 complaints mention this number
Locations
| Type | Address |
|---|---|
| Headquarters | 55 Glenlake Parkway NE Atlanta GA 30328 |
UPS package problems: what to do first
For a lost or damaged package the first step is UPS's own claim process. The File a Claim page says: 'Start a claim within 60 days of the scheduled delivery for packages that have been lost or damaged'. The UPS Tariff/Terms (claims and legal actions terms, effective April 17, 2026) word the domestic deadlines differently: UPS 'must receive notice of claims within sixty days after Delivery of the Package or, in case of failure to make Delivery, within sixty days after the date of scheduled Delivery', and 'Claims must be filed within nine months after Delivery'. The File a Claim page also asks you to have the tracking number and an invoice showing the value ready, and to keep the contents and packaging of a damaged item. Recipients and third-party shippers can file as a guest; account holders can use the claims dashboard. The page says UPS has 'Fully Switched to Electronic Payments' for claims and that you receive instructions to enroll in electronic funds transfer (EFT). The Tariff also lists a phone route for notice of a claim: 1-800-PICK-UPS (1-800-742-5877).
- Track and report. UPS's Help and Support Center groups its tools under Tracking, Delivery Changes (including 'Issue with my Delivery'), Claims and billing.
- Check who you dealt with. The UPS Store's own site says each store is 'locally owned and operated' and that locations are independently owned and operated by franchisees of The UPS Store, Inc., 'a UPS company'; a packing or drop-off problem at a store counter therefore starts with that store, and a delivery problem involves the carrier. State both in your complaint if you used a store.
- Import charges. The UPS Help and Support Center banner says: 'Effective August 29th, de minimis will be eliminated for all shipments imported into the U.S. regardless of origin country or shipment value. All shipments will need to go through U.S. Customs Border Protection (CBP) and could be subject to duties, taxes and brokerage fees. Typically, these costs are the responsibility of the person receiving the shipment.' (the banner gives no year). The UPS Import Fees page says to dispute a duty or tax calculation by contacting the UPS Billing group at the number on your invoice or the UPS Post Entry Department, and that unpaid import charges go through a collections process of 'a max 42-day process from the invoice date' before the invoice is 'reversed back to the origin'.
- Other routes. You can also contact the seller you bought from, your card issuer if you paid by card, and your state attorney general's consumer protection office. Check the current instructions on each agency's own site.
Be careful with messages that use the UPS name to ask for fees or personal data; UPS's footer links a 'Protect Against Fraud' page.
Who UPS is: legal entity, size and related brands
The registrant is United Parcel Service, Inc., a Delaware corporation whose business address is 55 Glenlake Parkway NE, Atlanta, Georgia 30328; its class B common stock trades on the NYSE under UPS. In its 2025 Form 10-K (filed February 17, 2026) the company says it was founded in 1907, serves 'over 200 countries and territories', delivered an average of 20.8 million packages per day in 2025 and reported revenue of $88.7 billion.
Scope of this page. The page covers UPS parcel delivery. The UPS Store: its site says 'The UPS Store, Inc. is a UPS company' and that locations are 'independently owned and operated by franchisees of The UPS Store, Inc. (although one or more may be company-owned)'. Store-counter posts are therefore linked as related, not as UPS delivery posts. UPS Freight was the less-than-truckload division that TFI International said on April 30, 2021 it had acquired for US$800 million; TFI said approximately 90 percent of the acquired business 'will operate independently' under the name 'TForce Freight' (a statement made as of that date). It is a former UPS division. Archive posts about stores and the former UPS Freight are linked as related posts and are not counted as UPS's own.
Complaint record: this site's archive, BBB and Trustpilot
Archive. usacomplaints.com holds 576 approved complaints that name UPS or United Parcel Service as the business, dated 2001 to 2020, plus 142 related posts about The UPS Store and the former UPS Freight. Posts were excluded when they named other businesses, described non-U.S. shipments, or used the UPS name in a fraudulent message; machine-rewritten, duplicate and non-complaint posts are removed rather than linked. Keyword counts across the linked UPS posts (a post can match several): lost, delayed or undelivered packages, 277; damaged or opened packages, 178; claims and insurance, 198; driver conduct or porch delivery, 264; customer service and tracking, 423; charges, fees or customs, 185. These are allegations by individual complainants, not findings.
BBB, as displayed on 2026-10-18. The BBB profile 'United Parcel Service' (Atlanta, GA) shows BBB Accredited Business, rating A+, '10,337 total complaints in the last 3 years', '3,647 complaints filed in the last 12 months' and reviews averaging 1.11 out of 5 across 2,254 reviews. BBB says the file covers the 'headquarters and its corporate-owned locations', and its Alternate Names include some UPS Store numbers and the former UPS Freight, so these counts are not limited to parcel delivery.
Trustpilot, as displayed on 2026-10-18. 51,080 reviews, score 1.1 out of 5, claimed profile since April 2017; Trustpilot does not fact-check reviews. The BBB and Trustpilot numbers are separate sources and are not combined with each other or with the archive.
Litigation and legal matters named in UPS's filings
UPS's Form 10-Q for the quarter ended June 30, 2026 (filed 2026-08-05) says UPS is a defendant in a number of lawsuits containing class action allegations under state wage-and-hour laws. It describes, among others, two certified class actions, both employment matters rather than package-delivery complaints: Baker v. United Parcel Service, Inc. (Eastern District of Washington, certified July 2023, alleging violation of the Uniformed Services Employment and Reemployment Rights Act), about which the 10-Q says 'We have settled this matter for an immaterial amount' (the 2025 Form 10-K had said UPS was vigorously defending it), and Malone et al. v. United Parcel Service Inc. (Eastern District of Pennsylvania, certified December 2025), where plaintiffs allege entitlement to overtime under the Pennsylvania Minimum Wage Act and UPS says it is vigorously defending.
The filing also describes a 2018 decision by Spain's competition authority (CNMC) finding an infringement and imposing what UPS calls an immaterial fine; UPS appealed, a trial court ruled against it in December 2022, and the 10-Q says 'In June 2026, the Spanish Supreme Court affirmed the decision. We intend to further appeal.'
On the November 4, 2025 accident of UPS flight 2976 (an MD-11F cargo aircraft) at Louisville Muhammad Ali International Airport, the NTSB page (updated 1/14/2026, 'preliminary and subject to change') says 'The 3 crewmembers aboard the airplane and 11 people on the ground were fatally injured.' The 10-Q says UPS maintains industry-standard insurance coverage, that 'we recorded contingencies of $104 million related to environmental remediation' as of June 30, 2026 with corresponding insurance recoveries, and that 'we are subject to a number of claims, litigation and other proceedings arising out of this incident'.
Terms that affect claims. The UPS Tariff says UPS 'shall not be liable for more than $100 for each domestic Package' unless a higher value is declared and paid for, and 'When a Shipper declares a value in excess of $100, it does not receive any form of insurance.' The claims and legal actions terms (effective April 17, 2026) say that, except for disputes in state courts of limited jurisdiction such as small claims (with monetary limits of less than $30,000), disputes 'shall be resolved in its entirety by individual (not class-wide nor collective) binding arbitration', including 'preexisting disputes'. These are quotations of UPS's terms, not assessments of them.
Dockets. On Justia, a case captioned Hodges v. United Parcel Service, Inc. et al (N.D. Cal., 3:2026cv11877) is listed as filed October 14, 2026 with Nature of Suit 'Other Statutory Actions', and Woodley et al v. Google LLC et al (N.D. Cal., 5:2026cv11715), naming Google LLC and United Parcel Service of America, Inc., is listed as filed October 9, 2026 under 'Other Fraud'. These are listed only as filings; their claims were not reviewed and no subject is stated. CourtListener could not be searched on 2026-10-18, so docket coverage is incomplete. The 10-Q does not describe a consumer parcel-claims class action.
Is UPS Legitimate?
UPS is a publicly traded company that files annual reports with the SEC: United Parcel Service, Inc., Delaware, headquartered at 55 Glenlake Parkway NE, Atlanta. The BBB lists it as accredited with an A+ rating and also displays thousands of complaints, while Trustpilot displays a 1.1 score from tens of thousands of reviews; both are summarised above as displayed on 2026-10-18. Because the UPS name is widely used in fake delivery messages, check that a message comes from the official ups.com site or the UPS app before paying any fee.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| Baker v. United Parcel Service, Inc. (DE) and United Parcel Service, Inc. (OH) | U.S. District Court, Eastern District of Washington | — | Settled | Settled UPS's Form 10-Q for the quarter ended June 30, 2026 (filed 2026-08-05) says: 'In July 2023, Baker v. United Parcel Service, Inc. (DE) and United Parcel Service, Inc. (OH) was certified as a class action in federal court in the Eastern District of Washington. The plaintiff in this matter alleged that UPS violated the Uniformed Services Employment and Reemployment Rights Act. We have settled this matter for an immaterial amount.' The earlier Form 10-K for 2025 had said UPS was vigorously defending the matter. This is an employment case, not a package-delivery case. The docket was not opened on 2026-10-18 (CourtListener returned a human-verification page), so the settlement terms and court approval are not stated here; the outcome is UPS's own statement. | Source |
Related Complaints
Names this company in a role other than the primary subject — not necessarily current or complete.
Company Relationships
- Affiliated with: TForce Freight (TFI International Inc.), former UPS Freight division
- Affiliated with: The UPS Store, Inc. (franchisor of The UPS Store)
Frequently Asked Questions
How do I file a claim with UPS for a lost or damaged package?
UPS's File a Claim page says: 'Start a claim within 60 days of the scheduled delivery for packages that have been lost or damaged, or if a collect on delivery (C.O.D.) payment wasn't received.' The UPS Tariff's claims terms (effective April 17, 2026) word the domestic limits as: UPS 'must receive notice of claims within sixty days after Delivery of the Package or, in case of failure to make Delivery, within sixty days after the date of scheduled Delivery', and 'Claims must be filed within nine months after Delivery'; the Tariff also lists 1-800-PICK-UPS (1-800-742-5877) for notice of a claim. The File a Claim page says claim payments are by electronic funds transfer (EFT) ('We've Fully Switched to Electronic Payments'). You need the tracking number, an invoice or other proof of the package's value, and, for a damaged package, the contents and the packaging. Recipients and third-party shippers can file as a guest; shippers can log in to the claims dashboard.
How is The UPS Store related to UPS?
The UPS Store's site says 'The UPS Store, Inc. is a UPS company' and that its locations are 'independently owned and operated by franchisees of The UPS Store, Inc. (although one or more may be company-owned)', and that each store is 'locally owned and operated'. Complaints about a specific store counter (packing, mailbox rental, printing, a lost drop-off) therefore concern that location, while UPS is the delivery carrier. Both are named on this page because complainants often write them together.
What happened to UPS Freight?
TFI International said on April 30, 2021 that it had closed its acquisition of UPS Freight, 'the less-than-truckload (LTL) and dedicated truckload (TL) divisions of United Parcel Service, Inc.', for US$800 million, with TFI stating that approximately 90 percent of the acquired business 'will operate independently' under the name 'TForce Freight' (a statement as of that date). Archive posts dated before that sale that name UPS Freight are linked here as related, not as posts about UPS's parcel service.
What UPS support pages exist for a delivery problem?
The UPS Help and Support Center (ups.com/us/en/support/contact-us) lists topic areas for Tracking, Shipping, Delivery Changes (including 'Issue with my Delivery'), Claims (File a Claim, Check My Claims, Get Claims Help) and My Account (billing). It also has a virtual assistant that the page labels as AI-assisted. The UPS Tariff names 1-800-PICK-UPS (1-800-742-5877) as a phone route for notice of a claim, and the BBB profile lists the same number as 'Other Phone'.
What does the BBB show for UPS?
As displayed on 2026-10-18, the BBB profile named 'United Parcel Service' (Atlanta, GA) shows BBB Accredited Business with a rating of A+, '10,337 total complaints in the last 3 years' and customer reviews averaging 1.11 out of 5 across 2,254 reviews. BBB lists accreditation since 1990-06-01 in its page data.
What does Trustpilot show for UPS?
As displayed on 2026-10-18, Trustpilot lists 51,080 reviews of UPS (www.ups.com) with a score of 1.1 out of 5 and a profile claimed since April 2017. Trustpilot says it does not fact-check reviews. The figure is one source and is not combined with the BBB numbers.
Which company is UPS legally?
The registrant in the 2025 Form 10-K is United Parcel Service, Inc., a Delaware corporation with its business address at 55 Glenlake Parkway NE, Atlanta, Georgia 30328; its class B shares are listed on the NYSE under UPS. The ups.com footer names United Parcel Service of America, Inc. as the copyright holder.
What do the UPS terms say about declared value, liability and disputes?
The UPS Tariff/Terms (effective April 17, 2026) say UPS 'shall not be liable for more than $100 for each domestic Package' and 'When a Shipper declares a value in excess of $100, it does not receive any form of insurance.' The claims and legal actions terms say that, except for disputes in state courts of limited jurisdiction such as small claims (monetary limits of less than $30,000), disputes 'shall be resolved in its entirety by individual (not class-wide nor collective) binding arbitration', including 'preexisting disputes'. These are quotations of UPS's terms, not assessments of them; read the current documents before relying on them.
What does the UPS Service Guarantee page say about late deliveries?
The UPS Service Guarantee page (opened 2026-10-18) lists the Air and international services it applies to and says: 'The UPS Service Guarantee remains suspended for all other UPS shipments and services not specified in the above sections, from any origin to any destination.' The Tariff says UPS 'has no liability whatsoever for delayed Delivery, except as specifically provided for Shipments guaranteed under the UPS Service Guarantee.'
What does UPS say about refunds of IEEPA tariffs?
UPS's tariff refund page says 'UPS is processing refunds for eligible shipments where we served as the importer'; an eligible Phase One refund, with any applicable interest, is applied 'first applying it to past due invoices on your account', with any remaining balance returned by 'check, or ACH'. On fees it says administrative, brokerage and disbursement fees are 'nonrefundable'. UPS's Form 10-Q for June 30, 2026 says UPS filed for and received CBP approval for approximately $500 million of IEEPA tariffs and had received approximately $200 million of approved refunds by that date. These are UPS's statements about its own importer-of-record shipments.
How does UPS say to dispute import duties and taxes?
The UPS Import Fees page says that if you think there is an error in the calculation of duty and taxes on a U.S. import shipment, you can contact the UPS Billing group at the number on your UPS billing invoice or contact the UPS Post Entry Department (an email address is given on that page). It also says UPS collects unpaid import invoices through its normal collections process, 'a max 42-day process from the invoice date', after which the invoice is 'reversed back to the origin'.
How large is UPS, according to its own filing?
The 10-K says UPS serves 'over 200 countries and territories', delivered an average of 20.8 million packages per day (5.2 billion in 2025) and had total revenue of $88.7 billion in 2025. These are company statements from the filing.