One reviewer not happy with UPS UK
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Updated 8 hours ago
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Goffredo 7 hours ago
Thu 16 Jan 2025
After purchasing an antique mahogany table for £850, I arranged for UPS to pick it up and deliver it to my address. The table arrived before Christmas, securely packed in a wooden crate with multiple protective layers of plastic and thick cardboard. A single UPS employee delivered it using a trolley that was obviously too small. Unfortunately, the table arrived with a broken foot. The shipper was understandably upset, suspecting excessive pressure on the base during transit.
I filed a damage claim with UPS. On December 24, the same person who delivered the table came to collect the crate. Once again, he was working alone. Despite my warnings, he flipped the crate upside down multiple times to move it, eventually loading it into the van in this position. The van lacked a platform or tail lift, increasing the likelihood of mishandling. It was clear that the crate could have been further damaged during this process.
With the claim open, I contacted UPS for updates and was told I needed to coordinate with the shipper, as updates were provided to them directly. Then, yesterday, the shipper informed me that UPS had told her over the phone that the package was now missing.
This morning, I called UPS again. The first representative told me the crate had moved from Gateshead to Leeds and that claims typically take 20 days to resolve. When I mentioned that the shipper was told the package was missing, he placed me on hold.
After 15 minutes, a new representative picked up, forcing me to explain the situation from the beginning. This person told me to hold again. A few minutes later, yet another voice came on the line, claiming the crate was still in Gateshead. They also mentioned that claims are closed after 10 days, meaning the investigation would already be complete. However, they could not provide any clarity about the package’s actual status or the next steps, repeating the same vague information.
In summary, I have no idea where the crate is—whether it’s in Gateshead, Leeds, somewhere else, or lost entirely. The investigation timeline is inconsistent, and despite multiple requests, UPS refuses to provide email updates. Communication is a nightmare, with misinformation and a complete lack of accountability at every turn.
This is a textbook case of atrocious customer service—unprofessional, confusing, and utterly frustrating. Bravo, UPS.
I am not happy with UPS UK