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UPS
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Edited by:
Ajust Content Team
Last updated:
November 24, 2025
AI-sourced. Human-edited. Made clear for you.

How to submit a complaint with
UPS
 

Here are the quickest and most reliable ways to submit a complaint with UPS:

1. Call UPS Customer Service

  • 1-800-PICK-UPS (1-800-742-5877)
     Follow the menu prompts or say “Agent” to reach a human.
    Have your tracking number, delivery address, and any shipping receipts ready.

2. Use the UPS Online Support Center & Live Chat

Start here.
‍From the Contact page, select Customer Service → request a human agent. You can also launch live chat from the UPS virtual assistant.

3. Social Media Support (Private Messages)

UPS does not provide a direct support email, but you can privately message:

Include your tracking number and brief details — UPS’s social team is active during business hours.

4. Submit a Complaint in Writing (Formal)

Mail to:
UPS Corporate Headquarters
55 Glenlake Pkwy NE
Atlanta, GA 30328

Include:

  • Full contact details

  • Tracking numbers

  • Dates

  • A clear description of the issue

UPS typically acknowledges written complaints within a few business days.

5. UPS Store – In-Person Complaint

If your issue involves a UPS Store, visit the store and speak to a manager. They can resolve service issues or escalate through UPS Store corporate support.

What happens after you submit a complaint to UPS?

Here’s what you can expect once UPS logs your complaint:

1. Case Acknowledgement & Reference Number

UPS opens a case and provides a reference number for tracking.
Typical initial response: within 2 business days.

2. Investigation Begins

UPS assigns a representative or case manager who may:

  • Check scan history

  • Contact your local delivery centre

  • Locate missing packages

  • Review driver notes or depot activity

If the complaint relates to loss/damage, UPS may ask you to start a claim within 60 days.

3. Follow-Up Communication

UPS will contact you via the same channel you used (phone, email, or chat).
Expect updates such as:

  • “Investigation underway”

  • Requests for photos

  • Clarification of package contents or delivery details

4. Resolution Timeline

  • Simple issues: often 2–3 business days

  • Complex cases (lost package searches, billing disputes): 10–15 business days

5. Resolution Outcomes

Depending on the complaint, UPS may offer:

  • Re-delivery

  • Shipping refunds

  • Damage claim payments

  • Fee corrections

  • Apologies & service corrections

6. Confirmation & Follow-Up

You may receive:

  • A confirmation email

  • A feedback survey

  • A follow-up call to verify resolution

If the issue isn’t fixed, you can reopen the case or escalate further.

Common complaints against
UPS

UPS handles millions of shipments weekly, so patterns emerge. The most frequent UPS complaints include:

1. Delivery Delays & Missed Deliveries

Packages marked “out for delivery” but not arriving. Missed delivery attempts without notice.

2. Lost or Stolen Packages

Shipments marked “delivered” but not received, or lost in transit.

3. Damaged Packages

Crushed boxes, broken items, mishandled goods - often requiring a claim.

4. Unhelpful Customer Service

Consumers report:

  • Automated responses

  • Long hold times

  • Difficulty reaching a human

  • Limited updates on complaints

5. Ignored Delivery Instructions

Drivers leaving packages in unsafe spots or ignoring signature requirements.

6. Unexpected Fees

Examples:

  • Customs/duties errors

  • Surprise brokerage fees

  • COD charges on gifts

7. Difficult Claims Process

Claims closed without explanation, repeated re-submissions, or slow resolution timelines.

8. UPS My Choice Billing Issues

Unauthorized charges or renewal fees that are difficult to remove.

Complaints submitted through Ajust

How other consumers
UPS
 complaints got resolved

Lost Package Found After BBB Escalation:

A customer’s valuable package went missing, and repeated claims were closed without updates. After filing a BBB complaint, corporate support reached out, reopened the search, and ultimately located and delivered the package.

‍

Incorrect Import Fees — Fixed After Corporate Review:

UPS wrongly charged over $100 in customs fees on a gift shipment. A corporate representative reviewed the case and confirmed the fees were incorrect. The charges were waived and the package was delivered promptly.

‍

Overcharged Weight Fee — Prompt Refund:

A 2-lb package was billed as 30 lbs. Customer service initially refused to correct it. After the customer filed a BBB complaint with proof, UPS refunded the entire overcharge.

How to escalate a complaint with UPS

If your UPS complaint isn’t being resolved, try the following escalation steps:

1. Ask for a Supervisor

When on the phone or chat, request a supervisor.
Supervisors have the authority to:

  • Initiate package traces

  • Approve goodwill refunds

  • Escalate to delivery center management

2. UPS Corporate Customer Relations

Call UPS Corporate HQ:
+1-404-828-6000
 Ask for Customer Relations or Executive Complaints.

3. Executive-Level Contact

UPS doesn’t publicly list executive emails, but you can escalate via:

  • Corporate phone line

  • Formal letter to Corporate HQ

  • Requesting an “executive review” in writing

4. Better Business Bureau (BBB) Escalation

UPS is very responsive to BBB complaints.
Submit at: https://www.bbb.org

5. Social Media (Public Escalation)

Tag or message @UPS on Twitter or post on Facebook to prompt faster attention.

6. Contact Local UPS Center Management

For delivery issues, ask UPS support to have your local delivery center supervisor contact you.

Document everything (dates, names, case numbers) to strengthen your escalation.

Regulatory & Ombudsman Information for UPS

If UPS fails to resolve your issue after multiple attempts, consider external escalation:

1. Consumer Protection Agencies

In the U.S., you may escalate to:

2. Better Business Bureau (BBB)

Public complaints often get corporate attention: https://www.bbb.org

3. International Options

Australia: ACCC or Fair Trading
EU/UK: National Postal/Parcel Ombudsman or Trading Standards
Canada: Office of Consumer Affairs

4. Small Claims or Legal Action

For high-value disputes, small claims court may be appropriate.
UPS often resolves disputes when legal pressure becomes likely.

Regulators typically want evidence you tried resolving the issue directly - keep your UPS case numbers handy.

Official UPS Complaint Resources & Links

UPS
Complaints FAQs

You’ve done your part, now it’s time to hold
UPS
accountable.

Take the final step and submit a complaint that gets seen and responded to.

File your complaint now