UPS UK Reviews 87,942

The driver was helpful and conscientious.

Excellent service. Delighted. Thank you!

Excellent polite service and delivered on time.

Received parcel from friendly, smiling, polite delivery driver with a kind words too

On time as always. Professional service. Helpful and friendly.

It was great.

Useless, time-wasting company!!
I have been waiting for a parcel for 4 weeks and it still has not been delivered. I called numerous times and there is no resolution, the parcel does not leave the warehouse, call agents are useless, saying someone will get back to me and no one does.

Then eventually it moved to customs requesting payment which I paid already three weeks ago!
And now it is going to a different address, despite me changing the address 4 weeks ago and the new address confirmed by each call agent I spoke with.

a wonderful service. its pleasing in todays rush society to see a professional in delivery setting the standards in this crowded market. my parcel delivered by hand with care, it make my product from ray ban feel extra special.
good job UPS driver.

Good information given, text message ro choose location for pickup. Easy.

Ups went the extra mile to deliver, a fantastic outfit.

Title: Paid £209 for “Express Delivery” – Parcel Never Left the Netherlands

From start to finish, this has been one of the worst experiences I’ve ever had with a delivery company.

The parcel was sent urgently, and I paid £209.44 in import charges and brokerage fees for what was supposed to be an express service. From the very beginning, the shipment was delayed with repeated messages about “inadequate description of goods,” despite all required information being provided.

I made multiple phone calls and sent several emails asking if anything else was needed, and every time I was told to wait 24 hours for updates that never came.

It later became clear that UPS was not contacting me or the sender at all. Instead, they were attempting to contact a completely different email address , which is not mine and not the sender’s. Because of this, no one responded, and the parcel remained stuck in the Netherlands for days.

Based on how this was handled, it appears that incorrect contact details were used during the process, which directly contributed to the delay and eventual return of the parcel.

The situation became even more concerning when the parcel was marked as “returning to sender.” Not only had it never left the Netherlands, but it was not returned to the original sender’s address in Nijmegen. Instead, it was delivered to a completely different third-party address (CENDRIS in Leeuwarden), which the sender does not recognise and did not provide.

This means the parcel was redirected to an address that was never given, raising serious concerns about how the shipment details were handled internally.

To make matters worse, the parcel contained personal and sensitive items. At this point, it is unclear who currently has possession of it, as it was delivered to an address that neither I nor the sender recognise. This is extremely concerning from both a security and data privacy perspective.

Throughout this entire process, I received conflicting information from UPS, with different explanations on every call, and no one able to clearly explain what was happening.

In the end:
- The parcel was never delivered to me
- It never entered the UK
- It was returned using incorrect contact details
- It was delivered to an address not provided by the sender

Because of these failures, I missed an important appointment and had to make alternative arrangements at my own expense.

Even now, UPS continues to pass responsibility between departments instead of taking accountability for what went wrong while the parcel was in their control.

This experience has been extremely stressful, both financially and mentally. I paid for a service that was not delivered, and the handling of this case has been completely unacceptable.

I am now pursuing a full refund and a formal complaint.

I would strongly advise others to think twice before using this service, especially for urgent or important shipments.

Very friendly & smiley delivery driver. An asset to your company. Give this guy a raise

Delivery as planned. Driver waited minutes until I came in from the rear garden..

Really helpful delivery guy! A man with muscles, when I needed them.

By far the best courier service I have come across

Honestly the driver could not have been nicer..I hope UPS are proud of him or if they actually read these things they reward him for such excellent service

Friendly helpful delivery service. All in all very professional.

.ups terrible Service

Update: This time UPS Germany responded to say that they would seek additional fees from me, but they did not even address the issue that I raised and provided no way to resolve it.

================

Thanks for the reply (which I have pasted below), but this is exactly the issue.

You’re advising me to contact the recipient, who has already refused delivery due to the charges, and to have them contact UPS Germany. That leaves me with no way to resolve this as the sender.

This appears to be a return that has been treated as a standard import, yet UPS is unable to review or correct that classification and is instead directing me elsewhere.

At the same time, I understand that if the shipment is returned or otherwise processed, additional charges may still be applied. That makes it difficult to see how I am expected to manage the situation without any direct support from UPS.

Can you confirm what UPS can actually do in this situation to resolve it, or whether the only outcome is that the shipment will be returned or abandoned?

At the moment, there seems to be no actionable support available despite this being a UPS shipment.

=========reply from UPS:
Dear Rob,

Thank you for your email.

Upon tracking xxx, I can see this is currently showing as out for delivery on my system.

I would advise for you to contact the company/person in the destination country that this is being returned to and they will need to get in touch with the local UPS team in Germany regarding the charges.

I would like to take this opportunity to sincerely apologise for any inconvenience caused.

Kind regards,
Raja

==========original review:
I shipped a return from the UK to Germany using UPS and clearly declared it as returned goods. Despite this, €136 in import charges were applied.

I contacted UPS customer service in the UK, but was told I had to speak to UPS Germany. The provided contact numbers are listed as German-speaking only, and no alternative support was offered.

There appears to be no clear way to obtain guidance or resolve this issue, and I have been unable to speak to anyone who can take ownership of it.

As a result, the recipient has refused the shipment due to the charges, and the return cannot be completed.

I would appreciate guidance from UPS on how this should be handled, as this appears to be a misclassification of a return shipment.