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UPS Reviews, Complaints & Contacts

UPS is the common name of United Parcel Service, Inc., a publicly traded package delivery and logistics company founded in 1907 and headquartered in Atlanta, Georgia. This profile covers UPS parcel delivery: how to claim for a lost or damaged package and the deadlines in UPS's terms, the customer service and billing lines, the BBB and Trustpilot profiles, and the legal matters UPS reports in its SEC filings. 611 published complaint reports are linked to this profile. The UPS Store, a franchise network whose franchisor is a UPS company, and the former UPS Freight, sold to TFI International in 2021, are treated as related businesses.

REVIEWS & COMPLAINTS611on USAComplaints · none in last 3 yrs · latest 2020
PHONE1-800-742-5877UPS Customer Service
WEBSITEups.com
HEADQUARTERSAtlanta, GA
PROFILE CHECKED2026-11-05
Submit a Complaint Read reviews & complaints ↓ Call 1-800-742-5877 Official website ↗
VERIFIED

Contacts

PhoneAddress

Customer service & general contact

Cancel, billing & returns

Show all 11 contacts

Corporate & press

Other contacts

VERIFIED

Locations

  • Headquarters55 Glenlake Parkway NE Atlanta GA 30328
EDITORIAL

Company Information

BBB, Trustpilot

Legal name
United Parcel Service, Inc.
Founded
1907
Business type
Publicly traded (NYSE: UPS) package delivery and logistics company headquartered in Atlanta, Georgia
Website
ups.comSource: UPS Help and Support Center, checked 2026-11-01
Headquarters
Atlanta, GASource: SEC EDGAR company record for United Parcel Service, Inc., checked 2026-11-01

UPS is United Parcel Service, Inc., a publicly traded Delaware corporation headquartered at 55 Glenlake Parkway NE, Atlanta, that files annual and quarterly reports with the U.S. Securities and Exchange Commission. The BBB lists it as accredited with an A+ rating while also showing thousands of complaints, and its Trustpilot score is 1.1 out of 5 from tens of thousands of reviews; the figures are set out in the complaint record. The UPS name is widely used in fake delivery texts and emails. Track a package by typing ups.com into your browser or by using the UPS app rather than following a link in a message, and do not pay a fee or enter card details through a link you were sent.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBBBB rating, complaints in the last 3 years and average customer review score
2,238 reviews · 10,360 complaints · BBB business grade A+ · average customer rating 1.11 / 5
TrustpilotTrustpilot TrustScore and total number of reviews
51,362 reviews · TrustScore 1.1 / 5
EDITORIAL

Complaint Themes

Lost, delayed or undelivered packagesDamaged or opened packagesClaims and insurance refused or slowDelivery driver conduct or wrong-address/porch deliveryCustomer service, tracking and call-center problemsCharges, fees, customs or brokerage disputes

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 611 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 on this page.

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EDITORIAL

Complaint record: this site's archive, BBB and Trustpilot

Complaints on this site. 611 published complaint reports are linked to this profile. They are accounts by individual customers, not findings. Posts about The UPS Store and the former UPS Freight are linked separately as related posts.

BBB. The BBB profile 'United Parcel Service' (Atlanta, GA) shows UPS as a BBB Accredited Business, accredited since 1990, with an A+ rating. It also lists more than 10,000 complaints in the last three years, about a third of them in the last 12 months, and customer reviews averaging 1.11 out of 5; the exact counts are in the BBB card on this page. A BBB letter grade weighs factors such as how a business responds to complaints; it is not a customer review score.

Trustpilot. More than 51,000 reviews with a TrustScore of 1.1 out of 5; UPS has claimed the profile since April 2017. Trustpilot does not check the facts in reviews. The BBB, Trustpilot and site figures come from separate sources and are not added together.

Had an experience with UPS? Tell other people what happened.

Submit a Complaint
EDITORIAL

UPS delivery problems: late, missing or damaged package, and what to do first

Most complaints about UPS concern a package that is late, never arrives or arrives damaged. These are the steps and deadlines UPS sets out on its own pages and in its terms.

  • Late or not delivered. Start with tracking on ups.com. If tracking shows the package as delivered but you cannot find it, UPS suggests checking porches, back doors, garages and neighbors first. UPS's help pages encourage opening a loss investigation within 30 days of the expected delivery date, even though the formal claim deadline is longer (see 'Lost or damaged'). A refund for lateness is available only on services covered by the UPS Service Guarantee: Next Day Air Early, Next Day Air, Next Day Air Saver and 2nd Day Air A.M. in the U.S. and named UPS Worldwide Express, Express Saver, Saver and Express Freight services internationally; its page says the guarantee remains suspended for all other services, including UPS Ground. The Tariff adds that UPS has no liability for delayed delivery beyond the Service Guarantee.
  • Lost or damaged: where to claim and by when. File online at ups.com/us/en/support/file-a-claim. The File a Claim page asks you to start a claim within 60 days of the scheduled delivery. Section 55.3 of the UPS Tariff (effective April 17, 2026) sets the domestic limits: UPS must receive notice of the claim within 60 days after delivery, or, if the package was never delivered, within 60 days after the scheduled delivery date, and the claim must be filed within nine months. For international shipments the claim itself must be filed within 60 days. The Tariff says claims not noticed or filed in time are treated as waived and will not be paid, and a lawsuit over a denied claim must be started within two years after the denial.
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    Recipients and third-party shippers can file as a guest, and account holders can use the claims dashboard. Have the tracking number and an invoice or receipt showing the value, and for damage, keep the contents and all packaging, since UPS may inspect them.

  • What happens next. UPS says most claims are resolved in 8 to 10 business days unless more investigation is needed, and it may contact the shipper for documents or photos. If you are the recipient, ask the shipper for updates. Approved claims are paid to the shipper by electronic funds transfer, about 3 days after UPS validates the payment documents.
  • How much a claim can pay. Under section 56 of the Tariff, UPS's liability is limited to $100 per domestic package unless the shipper declared a higher value and paid for it. A declared value is not insurance; cargo insurance is sold separately.
  • Store or carrier. A packing or drop-off problem at a store counter starts with that store; a delivery problem is for UPS. See the section 'UPS or The UPS Store: who to contact'.
  • Import charges. Since August 29, 2025, low-value imports into the U.S. no longer get duty-free de minimis treatment, so a package from abroad can arrive with duties, taxes and brokerage fees, usually billed to the recipient. UPS says to pay online before delivery: paying the driver at the door adds a $12 surcharge. To dispute a duty or tax calculation, call the UPS Billing number on your invoice (import billing support is 1-866-493-7140) or email the UPS Post Entry Department at [email protected]. If the recipient does not pay, UPS runs its collections process for up to 42 days from the invoice date and then bills the shipper.
  • If the seller shipped it. If you bought the item, contact the seller as well: the seller is usually the shipper, and UPS pays an approved claim to the shipper, so ask the seller for a replacement or refund. If you paid by credit card and the seller does not help, you can dispute the charge with your card issuer within the 60-day window explained in the section on where UPS complaints go.

Texts and emails that use the UPS name to ask for a redelivery fee, a customs payment or personal details are a common form of impersonation fraud. Check the tracking number on ups.com directly, not through a link in the message.

EDITORIAL

Where UPS complaints go: phone and help routes

UPS's Help and Support Center (ups.com/us/en/support/contact-us) lists help topics and the phone numbers on this page. A complaint about a delivery or about service goes to Customer Service or through the online help topics; a loss or damage claim goes through File a Claim.

  • Customer Service: 1-800-742-5877 (1-800-PICK-UPS), Monday to Friday 7 AM to 11 PM ET and Saturday 8 AM to 8 PM ET. The UPS Tariff names this number as one of the two ways to give notice of a loss or damage claim; the other is the online claim form. Hearing impaired: 1-800-833-0056.
  • Billing: to dispute a charge, UPS says to use its online Billing Center or call the number on your invoice; without an invoice, call 1-800-811-1648 for domestic billing or 1-866-493-7140 for import billing.
  • International shipping support: 1-800-782-7892, 24 hours a day.
  • Online help topics: Tracking (including Missed Package Delivery), Delivery Changes (including Issue with my Delivery), Claims (File a Claim, Check My Claims) and My Account.

If UPS does not resolve it. Put the complaint in writing with the tracking number, the claim number if you have one, the dates and the outcome you want, and keep copies. If a claim is denied, the UPS Tariff (section 55.3) says a lawsuit must be started within two years after the denial, and section 55 limits the routes to small claims court or individual arbitration (see the legal matters section). If you paid a seller by credit card and the item never arrived or arrived damaged, you can dispute the charge with your card issuer; under the federal Fair Credit Billing Act, a billing-error dispute must reach the issuer in writing within 60 days after it sent the first statement showing the charge.

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UPS's corporate headquarters, the address in its SEC filings, is 55 Glenlake Parkway NE, Atlanta, GA 30328; the headquarters switchboard is not a customer service line. You can also complain to your state attorney general's consumer protection office and to the BBB (bbb.org/file-a-complaint), which forwards complaints to the business. Fake delivery texts and emails that use the UPS name can be reported to the FTC at ReportFraud.ftc.gov.

EDITORIAL

Legal matters UPS reports in its filings, and the dispute terms customers agree to

Court records

The legal matters in this section come from UPS's own SEC filing and none of them is a package-delivery dispute; the terms that govern delivery disputes are summarized at the end of this section. In its Form 10-Q for the quarter ended June 30, 2026, UPS says it is a defendant in a number of state and federal lawsuits containing class action allegations under state wage-and-hour laws, and that it does not expect any loss from them to have a material impact on its finances. The filing describes two certified class actions in more detail, both employment matters rather than package-delivery disputes:

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  • Baker v. United Parcel Service, Inc. (U.S. District Court, Eastern District of Washington, No. 2:21-cv-00114), certified as a class action in July 2023, alleging violations of the Uniformed Services Employment and Reemployment Rights Act. UPS says it has settled the matter for an immaterial amount.
  • Malone et al. v. United Parcel Service Inc. (U.S. District Court, Eastern District of Pennsylvania), certified as a class action in December 2025, in which the plaintiffs claim unpaid overtime under the Pennsylvania Minimum Wage Act. UPS says it is vigorously defending the case and cannot yet estimate a possible loss.

Spain. The same filing says Spain's competition authority (CNMC) found an infringement in March 2018 and imposed a fine that UPS describes as immaterial. UPS appealed; a trial court ruled against it in December 2022, the Spanish Supreme Court affirmed the decision in June 2026, and UPS says it intends to appeal further.

Louisville cargo crash. UPS flight 2976, an MD-11F cargo plane, crashed shortly after takeoff from Louisville, Kentucky, on November 4, 2025; the cause is under investigation by the NTSB (case DCA26MA024). In the 10-Q, UPS says it is subject to a number of claims and lawsuits arising from the crash and carries industry-standard insurance for it.

Terms that affect consumer disputes. The UPS Tariff/Terms and Conditions of Service (effective April 17, 2026) set the claim deadlines and the $100 liability limit described in the delivery-problems section of this page. Section 55 requires individual binding arbitration of disputes, 'not class-wide nor collective', including preexisting disputes, except for disputes that qualify for state courts of limited jurisdiction, such as small claims courts with monetary limits of less than $30,000. Under these terms, a customer who wants to take a claim beyond UPS's own claims process has small claims court or individual arbitration as the routes, and section 55.3 requires a lawsuit to be started within two years after UPS denies any part of the claim.

PUBLIC RECORD

Court & Public Records

Baker v. United Parcel Service, Inc.

Settled

U.S. District Court, Eastern District of WashingtonDocket 2:21-cv-00114Source ↗

Settled

UPS states: 'We have settled this matter for an immaterial amount.' The settlement is UPS's own account: the filing does not give the amount or terms and does not say whether the court has approved the settlement.

Case details: Baker v. United Parcel Service, Inc.Show less

An employment class action, not a package-delivery case. According to UPS's Form 10-Q for the quarter ended June 30, 2026, the case was certified as a class action in July 2023, and the plaintiff alleged that UPS violated the Uniformed Services Employment and Reemployment Rights Act (USERRA), the federal law that protects the jobs of employees who serve in the military; the claim concerns paid leave for short-term military service.

EDITORIAL

Who UPS is: legal entity, size and related brands

UPS is United Parcel Service, Inc., a Delaware corporation headquartered at 55 Glenlake Parkway NE, Atlanta, Georgia 30328. Its class B common stock trades on the New York Stock Exchange under the symbol UPS. In its Form 10-K for 2025, filed February 17, 2026, the company says it was founded in 1907 and serves more than 200 countries and territories, and that in 2025 it delivered an average of 20.8 million packages a day, 5.2 billion over the year, on total revenue of $88.7 billion.

Related brands. The UPS Store is a separate retail brand; see 'UPS or The UPS Store: who to contact'. UPS Freight, UPS's former less-than-truckload and dedicated truckload business, was sold to TFI International, which closed the US$800 million purchase on April 30, 2021 and moved most of the business into a new unit named TForce Freight. Complaints about The UPS Store and the former UPS Freight are linked to this profile as related posts and are not counted as complaints about UPS parcel delivery.

VERIFIED

Company Relationships

  • Former affiliateTForce Freight (TFI International Inc.), former UPS Freight division
  • Affiliated withThe UPS Store, Inc. (franchisor of The UPS Store)
EDITORIAL

UPS or The UPS Store: who to contact

UPS and The UPS Store are related but not the same business. UPS (United Parcel Service, Inc.) is the carrier that moves and delivers packages and handles loss and damage claims.

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The UPS Store is the retail brand for packing, shipping drop-off, printing and mailbox rental. Its franchisor, The UPS Store, Inc., is a UPS company, but the stores are independently owned and operated by franchisees, although some may be company-owned.

  • Problem at a store counter (packing, printing, mailbox service, a drop-off, store staff or store prices): start with that store and, if needed, its owner.
  • Problem with delivery or a claim after UPS has the package (late, missing or damaged): use UPS's File a Claim page or call UPS Customer Service at 1-800-742-5877.
  • Shipped from a store: tell UPS so when you contact it, and give the tracking number and the store's address. Keep the store receipt.

The UPS Store has its own profile on this site. Complaints about stores are linked to this profile as related posts and are not counted as complaints about UPS parcel delivery.

EDITORIAL

Frequently Asked Questions

How do I file a claim with UPS for a lost or damaged package?

File online at ups.com/us/en/support/file-a-claim or give notice by calling 1-800-PICK-UPS (1-800-742-5877); recipients can file as a guest. Start within 60 days of the scheduled delivery date, with the tracking number and a receipt or invoice showing the value, and keep a damaged item and all its packaging. For a domestic package the formal claim must then be filed within nine months; for an international one, within the same 60 days. The full deadlines, payout timing and the $100 liability limit are in the delivery-problems section of this page.

What is a UPS delivery notice number?

It is the UPS InfoNotice number, printed on the notice a UPS driver leaves. UPS says you can track the package on ups.com with the InfoNotice number or with the original tracking number.

Is UPS open on Labor Day, Columbus Day and other holidays?

UPS's 2026 U.S. holiday schedule lists no Ground or Air pickup or delivery on Labor Day (September 7), Thanksgiving (November 26) and Christmas Day (December 25). Pickup and delivery run on Indigenous Peoples' Day, also known as Columbus Day (October 12), and on Veterans Day (November 11). The UPS Store locations are independently owned, so their hours vary by store.

Does UPS have Informed Delivery?

Informed Delivery is a USPS service, not a UPS one. The UPS service for following and managing incoming packages is UPS My Choice.

What is UPS My Choice?

UPS My Choice is UPS's service for managing incoming packages. UPS says basic membership is free and covers delivery alerts, proof-of-delivery photos, package visibility, estimated delivery times and available delivery preferences. Some delivery changes have individual fees; Premium costs $19.99 a year and includes unlimited eligible changes.

Does UPS deliver on Saturdays and Sundays?

UPS says it offers Monday through Saturday service for residential and commercial packages, with no pickups or deliveries on Sunday. Saturday Ground delivery depends on the delivery area and the origin ZIP code. UPS charges no extra fee for residential Ground packages on Saturday and an additional fee for commercial ones.

How is The UPS Store related to UPS?

The UPS Store's website 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)'. A complaint about service at a store counter, such as packing, mailbox rental, printing or a drop-off, is therefore for that store and its owner first. Once UPS has the package, delivery problems and loss or damage claims are handled by UPS as the carrier.

What happened to UPS Freight?

UPS sold it. On April 30, 2021, TFI International announced that it had closed its US$800 million acquisition of UPS Freight, the less-than-truckload (LTL) and dedicated truckload divisions of United Parcel Service, Inc. TFI said about 90 percent of the business would operate within its LTL segment under the new name TForce Freight, with the dedicated truckload assets moving to its truckload segment. A freight shipment handled after the sale is a matter for TForce Freight, not UPS. Older complaints about UPS Freight are linked to this profile as related posts, not as complaints about UPS parcel delivery.

What UPS support pages exist for a delivery problem?

The UPS Help and Support Center (ups.com/us/en/support/contact-us) has help topics for Tracking (including Missed Package Delivery), Shipping, Delivery Changes (including Issue with my Delivery), Claims (File a Claim, Check My Claims, Get Claims Help) and My Account. Its Additional Contacts tab lists Customer Service at 1-800-742-5877 (1-800-PICK-UPS), Monday to Friday 7 AM to 11 PM ET and Saturday 8 AM to 8 PM ET, which the UPS Tariff also names for giving notice of a claim; 1-800-833-0056 for the hearing impaired; and billing support at 1-800-811-1648 (domestic) and 1-866-493-7140 (imports).

What does the BBB show for UPS?

UPS has been a BBB Accredited Business since June 1, 1990 and has an A+ rating. The BBB profile 'United Parcel Service' (Atlanta, GA) also shows more than 10,000 complaints in the last three years and a customer review average of 1.11 out of 5; the BBB card on this page gives the exact counts. The letter grade weighs factors such as how the business responds to complaints and is separate from the customer review average.

What does Trustpilot show for UPS?

Trustpilot's page for www.ups.com shows a TrustScore of 1.1 out of 5 from more than 51,000 reviews; UPS claimed the profile in April 2017. Trustpilot does not check the facts in reviews, and its figures are kept separate from the BBB numbers.

What do the UPS terms say about declared value, liability and disputes?

Under section 56 of the UPS Tariff/Terms and Conditions of Service (effective April 17, 2026), UPS is liable for no more than $100 per domestic package unless the shipper declares and pays for a higher value, and a declared value is not insurance. Section 55 sends disputes about UPS's services to individual binding arbitration, not class actions, except for cases that fit small claims and similar limited courts with limits under $30,000. Check the current Tariff on ups.com before relying on it.

What does the UPS Service Guarantee page say about late deliveries?

The UPS Service Guarantee page says the guarantee is active only for listed Air and international services: UPS Next Day Air Early, Next Day Air, Next Day Air Saver and 2nd Day Air A.M. in the U.S., and internationally UPS Worldwide Express Plus, Worldwide Express, Worldwide Express NA1, Worldwide Express Saver, Worldwide Saver, Worldwide Express Freight and Worldwide Express Freight Midday. It 'remains suspended for all other UPS shipments and services not specified', which includes UPS Ground. The page also says Next Day Air Saver's guaranteed time has been extended to the end of the delivery day. Under the Tariff, UPS 'has no liability whatsoever for delayed Delivery, except as specifically provided for Shipments guaranteed under the UPS Service Guarantee', so the Service Guarantee does not refund the shipping charge on a late Ground package.

What does UPS say about refunds of IEEPA tariffs?

The U.S. Supreme Court ruled that certain tariffs imposed under the International Emergency Economic Powers Act (IEEPA) were invalid, and U.S. Customs and Border Protection (CBP) opened an administrative refund process on April 20, 2026. CBP refunds go to the importer of record named on the customs entry. UPS says that where it was the importer of record, it requests the refund from CBP on the customer's behalf; if you were the importer of record, you request it from CBP yourself. In its Form 10-Q for the quarter ended June 30, 2026, UPS reported CBP approval for about $500 million of IEEPA tariff refunds, of which about $200 million had been received, and said it was matching entries to the original payments to pass refunds through to customers. Details and eligibility are on UPS's IEEPA Tariff Refund Process page.

How does UPS say to dispute import duties and taxes?

UPS's Understanding Import Fees page says that if you believe the duty and taxes on a U.S. import were calculated wrongly, you can call the UPS Billing group at the number on your UPS invoice or email the UPS Post Entry Department at [email protected]. Without an invoice, UPS's import billing support line is 1-866-493-7140. Include the tracking number, the invoice number and documents that show the value and origin of the goods. To avoid a $12 surcharge, pay import charges online before delivery rather than to the driver. If the recipient does not pay, UPS pursues the invoice for up to 42 days from the invoice date and then bills the shipper.

How large is UPS, according to its own filing?

In its Form 10-K for 2025, UPS says it serves more than 200 countries and territories, delivered an average of 20.8 million packages a day in 2025, 5.2 billion over the year, and had total revenue of $88.7 billion.

CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

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