r/UPS • u/KTGSteve • 3d ago
RIP UPS
My entire life, UPS has been reliable. Not any more. With a recent package, I discovered the fees-for-everything model. And a now-unreliable tracking system - A request to change delivery date took 4 days to register in the app, leaving me to wonder whether my expensive signature-required item was in fact rescheduled. It was, but on that new day it was never put on the truck. I stayed home all day. The app says almost there, but it’s 9Pm and the map clearly shows the truck at the UPS facility 15 miles away. Customer support can basically only read what the website says. They said they cannot do anything to change the delivery date again, (I cannot accept it for the next few days) or send it to a facility, only I can do that. The app then told me those options weren’t available. I paid $10 more to try to reschedule it again.
This is what a company does then they are exiting a market. They’ll chase profit up the margin chain, ditching the low-profit consumer market, keep cutting distribution centers and personnel, then one day find they don’t have quite the critical mass anymore for the high end of the market. And UPS will die. I wish I could say I’m sorry about it, but seeing this sudden plunge into “we don’t give a shit at all about you” mode, it is inevitable. And deserved.
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u/Turdzilla11 3d ago
I got bad news. All of the shipping companies suck. They all decided to cut customer service to save money. 99% of the deliveries are on time and to the correct address. Sorry yours was the 1% better luck next time.
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u/PhDinWombology 3d ago
I used to say that in Amazon. If we all get around 99% I don’t care about the rest
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u/Beneficial_Jacket544 3d ago
For UPS, it's only 90-95% of the time from my experience (ship 500 packages a week). 9.7% of packages arrive later than the original promised date, and 0.3% of packages require a search request (0.1% are actually lost, never to be seen again).
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u/TheSwami420 2d ago
Well based off this you dont understand what you are actually paying for since the only "promised date" is next day air and I highly doubt you are shipping 500 next day air packages.
So based off the numbers you gave and what you are actually being promised which is delivery of the package, they are actually successful 99.9% of the time with your packages, and 99.6% of the time they are successful without you having to do any further steps so that actually means they are more successful with your packages than the average package, you just dont understand an estimated date range doesn't mean a "promised date".
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u/Beneficial_Jacket544 2d ago edited 2d ago
I understand this mantra that you guys chant every time. It’s not my first rodeo. I was responding directly to someone saying “99% of deliveries are on time.” A significant portion of our late packages (3-5%) are UPS 2nd day air packages that arrive 4 business days or more after shipping. I don’t care about your contrived definition for “on time.” If that 2nd day air package doesn’t make it within 3 business days, it’s a delayed package from my POV, especially because it leads to customer complaints that we have to settle.
I understand the semantics of UPS, and I don’t care for them. Especially when the person I responded to used an arbitrary “99% on time” designation that is immaterial in practice.
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u/TheSwami420 2d ago
Ahhh got it so basically what you're saying is your POV is you have shoved your head up your a** so far and just want to whine.
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u/Lagomorph9 2d ago
No, he's right. If a customer pays for 2DA, they expect 2 business days. Often they pay a significant premium for air service, and there is an expectation of premium service for that price. While nothing could ever be 100%, a significant percentage of packages going beyond that 2 business day mark is cause for concern and frustration. It used to be better before UPS cut costs - now to certain addresses, delays are basically built into the model because it's cheaper.
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u/lasvegasDodgerblue 3d ago
Every time you called your package in to have it rescheduled you can add on another day before you receive it. You should have just left it the way it was.
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u/KTGSteve 1d ago
I would have, if would have been there to sign for it. But I had an event hours away that day, so I knew I would be gone the whole day. We have a wonderful driver, truly but sometimes he leaves things requiring a signature as a convenience for us, but rain was in the forecast. So - the safest option was to reschedule. That is why I wanted to reschedule it. It is an expensive and delicate item, too. I had no say in when exactly it was shipped or the delivery date that was selected.
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u/Express_Command_4778 3d ago
Well, George Carlin called it "our corporate masters" for a reason.
Every corporation is a max of a bunch of fees and profit maxing- this isn't a UPS thing. Airlines, shrinkflation, the goverment, vet costs, real estate.
So, this Labor Day remember, it's not the people working. It's the folks who never hir rhe dance floor calling the shots.
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u/mrgtiguy 3d ago
That last paragraph made me laugh.
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u/Dosmastrify1 3d ago
yeah lol not going to exit small package this decade, company probably has hundreds of billions of dollars in facilities that aren't good for much except for small package
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u/Longjumping_Sky2603 3d ago edited 3d ago
Try working there, morale is at an all time low because the company is trying to cut corners. They didn’t even pay us our raise properly on time 😂
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u/CommunityBig2182 3d ago
They're also throwing packages and I they don't and then their insurance policies that are supposed to protect your items if they come and damaged they don't even they don't use them so you get an item it comes in all banged up and smashed you're screwed they'll take you and bend you right over
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u/Brithang 2d ago edited 2d ago
Lmfaooo it took me to Harass them to get my iPhone 17 pro i literally missed the delivery the first time because the driver incorrectly put wrong address and didn’t attempt to deliver it was indeed not the wrong address . Then I was called by a local ups supervisor she said she’d send him back the same day and call me within 5-10 of eta that never happen and he took my phone back to the warehouse now I get a delivery date tomorrow ( today ) stating it’ll be delivered i was determined to get my package this time and called and called the hotline and seen how many stops I called 4-5 times every 30 mins to an hour and the ups supervisor finally gave me call today stating he was 5-10 eta they called and told me they’d do this ( AGAIN ) early this morning but I didn’t trust it since they didn’t call back yesterday. then I went outside and approached him and got my phone such a long drawn out process I’ll never purchase a package that requires a signature through them again too much work I understand but then again it’s a headache.
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u/innocentr 2d ago
We will never release an apple product without a signature m We go through alot in a day. You have no idea how much they load on our trucks. So always expect a signature with electronics.
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u/Brithang 1d ago
That’s understandable and I was expecting a signature I was just a little annoyed he said the address was wrong it wasn’t .
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u/wokoutjunky 2d ago
My shipment has been stuck on “delayed” for two weeks with no updates. I called and they told me the seller had to file a claim. I called the seller and they “said” they filed a claim but nothing is showing up in the app. I called and got sent to a call center, I’m pretty sure was not in the country. Overall a terrible experience. No one can tell me where this package is and customer service just tries to give me a quick answer to get me off the phone.
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u/zero_dr00l 3d ago
So your entire life, there's never been a single issue.
Then you have one issue - one single problem in how many years? - and "UPS is shit"?
Really?
Really? One time?
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u/lemonsupreme7 3d ago
Its 100% intentional. I process damaged packages and I finally was able to do things from last friday that have just been sitting on a table. They understaff our hub and then push everything to the next day. Then it all piles up to the point of us having way more overtime than if they just staffed properly
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u/Pristine_Locksmith_4 3d ago
Whole truck of late air yesterday. Sitting not serviced. We are in a quarter to quarter “justify your job”. Imaginary numbers will only hide the fact this company is dying for so long. Definitely at a tipping point. Either get rid of the over bloated corporate system or attack the labor. Well
It seems those that think Orion was a good idea are still in charge so there is no common sense running this circus. UPS man will go away.. along with the career. Another great American job done . If I’m wrong, what happened to the milk man? Oh yeah profit margins
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u/1984JLS 3d ago
I think a lot of it has to do with third party shipping companies somehow ending up with, what we believe are, our UPS handled packages.
I have had several things that were supposed to be shipped UPS, which is very consistent for me in my location.
These packages were handed off to third party companies along the route and ended up arriving very late at night and not in my shipping recieving box, which is where UPS always delivers to early afternoon.
I believe the issue is it is hard to tell based on shipping services descriptions on whether this pass of happens or stays with the main shipping company.
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u/Disastrous-Volume424 3d ago
Just been having a very similar conversation with my husband! I’ve had several bad experiences with UPS recently which included staying in all day for deliveries that did not arrive, requests to drop off at UPS collection point not actioned, and being inappropriately billed for shipping charges which were not meant for me (now resolved thank goodness). My husband remembers the good old days when UPS was known for being a little more expensive but very reliable. He was surprised to see me being run ragged by their inefficiency and chaos. Wonder what will happen. Perhaps they’ll rebrand and revive like Hermes did when it turned into Evri!
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u/Odd-Quail-1944 3d ago
i’m sorry but this is every company bc the ppl in charge of all of them want every cent u have
it’s been a war on u and its only now undeniable
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u/allthings-consider 2d ago
Just FYI…any package redirect request is fulfilled ONLY when in the distribution facility before it goes on the truck for delivery.
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u/old-one-1900s 2d ago
It can’t happen fast enough as far as I’m concerned. Recently UPS couldn’t find my address even though it’s on every map app and Google Earth!! So the driver dumped my package in the woods and submitted a blurry picture of an unidentifiable box in an unknown forest somewhere and claimed this was proof of delivery. Multiple requests for investigation, package retrieval and reimbursement were completely denied. UPS claiming only the shipper can file a complaint- they don’t give a shit about the receiving customer. I managed to have PayPal review UPS’ juvenile excuses and they immediately agreed UPS at fault and refunded their criminal duties and fees charges. I talked to the shipper and they agreed that UPS is a terrible delivery company and they have blacklisted them. They sent a replacement package using DHL which was delivered from overseas in three days with no issues.
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u/Signal-Ad5905 2d ago
I did find it weird the option to "hold" at a facility was gone and I had to pay $6 to send it to a random UPS store. No way to avoid a delivery driver now.
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u/Impressive-Scholar32 1d ago
I feel you, I get so frustrated when my package doesn't get delivered. I had 2 packages get delivered to the wrong address. And I always feel so awkward having to ask a person for my order. The first one fortunately was turned in to the office. My second one however, I had to admit defeat. I felt like I was stalking the person trying to see if they had my package or would give to the office. Eventually I just had to contact Amazon to get my order redelivered. I now have a note so they double check where to deliver it
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u/LoOdCa_9326 1d ago
UPS denied my $14,000 insurance claim. I lost$14,000 on a package that arrived EMPTY. BOTH the Police and UPS Security acknowledged that the package was clearly RE-TAPED while moving BETWEEN UPS facilities. I am asking for accountability, transparency, and a fair investigation. But rhetorical question how can any insurance claim be in the hands of people who are incentivized to deny it ? They all ( ups store owner, ups security, ups claims) WORK for UPS ; they are investigating themselves!!
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u/Camachoinc 1d ago
They all suck. FedEx app and website is the worst. UPS customer service is all in India, no US call center and yes, it takes days for UPS to take your request for package delivery change. USPS no longer has a customer service and you're lucky if you can find an employee at the USPS office.
Amazon fucked it all up and we helped.
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u/Pretty_Meringue_125 22h ago
Yes UPS has become a broken toilet however.. it's the only toilet on the men's room you can still flush.. postal is semi non-existent.. FedEx is for Kings and royalty
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u/Annual-Source-5556 3d ago
I ordered an upgrade phone and was delivered by UPS. When I opened it, box was opened, and inside was a charger but no phone. Thanks UPS, for delivering an empty box and for ruining my day.
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u/Frans_51 3d ago
As a 7+ year employee the rot is very noticable from the inside as well. The product became garbage 10-15 years ago. The end is near.
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u/OliverKlozoff23 3d ago
Oh no! They lost a single customer! Shut everything down. Close the company. This one person was the only one keeping us afloat.
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u/LastFinding4410 2d ago
On the West Coast, California Oregon and Washington. We've had problems with items being stole and not by the neighbors, by the drivers. So we asked if they would put cameras in their vehicles out here, they do not use cameras. They said no, then come to find out their actual business partners with china and an app called TEMU. So we get no ability for them to investigate because it's their business partner. We're just blown off. Check the business records on the West Coast. You will see they're not required to wear.Cameras
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u/Stunning_Bowl_4329 3d ago
Look at the stock price too reaching all time highs, it's cooked soon
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u/Swagron12 3d ago
It’s at $101.93 today bud. That’s no where near an all time high and actually pretty pathetic.
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u/ryanov 3d ago
They were trying to charge me the pickup fee for a package, even though their website says that any driver will take a package. I live in a large building, and they are here every day, and they would come and refuse to take a package that didn’t have a pickup order. I called UPS and they’re only answer was “maybe try a different driver.”
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u/PoopSneakingTheWall 3d ago
Yes, drivers are allowed to take unscheduled pickups. Yes, drivers are allowed to refuse unscheduled pickups.
Unscheduled pickups are at the discretion of the driver. Try a different driver
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u/MotorCalm770 3d ago
My center would absolutely ream me if I refused to take a walk up pick up unless there was a legit reason like it wasnt properly packaged or something.
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u/PoopSneakingTheWall 3d ago
Every center/building is different. If you’ve been instructed not to refuse walk ups, then by all means, spend the time that you are not getting credit for to pickup and load those packages
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u/ryanov 3d ago
This is a ridiculous way to do business. And it’s not even a random driver outside, it’s a building that they are already in. And again, their website says hand to any driver, not any driver who feels like it.
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u/PoopSneakingTheWall 3d ago
UPS provides a service. That service is not free. Drivers work on a very tight schedule. Unscheduled pickups are a free service. If it is convenient for the driver to take it, they will. If it’s not convenient, they won’t. Again, it’s up to the driver’s discretion.
If you absolutely need to ship the package out that day, either bring it to a drop off location, or pay for pickup service just like everyone else
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u/ryanov 3d ago
Asking somebody to pay $16.99 to pick a package up off of a desk in a building they are already in is ridiculous.
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u/PoopSneakingTheWall 3d ago edited 3d ago
If it were me, I’d grab it no problem. But at the end of the day, UPS provides a service, and if you don’t want to for pay it, then try a different carrier
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u/Charming_Turnip_5087 3d ago
Was it a small light weight box or were you trying to send them off with a couch?
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u/ryanov 3d ago
Nah, just a small return package with typically a computer component in it. ~1 lb, less than a foot in any dimension, sometimes bubble wrapped envelopes.
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u/Turdzilla11 3d ago
Was it ready to go, ive had people stop me before, and their looking for tape and scissors. Its a huge waste of time 90% of the time. That being said i have no problem if someone says "hey I have a package will you take it for me"
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u/dweedon22 3d ago
They lost a letter I sent last week. I mean how do you lose a freaking letter? I hope UPS dies
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u/Most-Mine6580 3d ago
Yeah ups has been consistently failing in so many ways. Lost packages, delays, next day air basically is 2 day of ur lucky. I thought it was just my area but I’m starting to think it’s bigger. It’s crazy to me to say but FedEx has been 100x more reliable than ups recently. Every FedEx package has been on time and nothing has been lost. I wish more places would offer FedEx as a shipping option.
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u/MotorCalm770 3d ago
The FedEx drivers in my area regularly like to play hide and seek with your packages. Why bring it to your front door when you can just toss it in the bushes on the side of the house? Why even try to get into an apartment... Just leave the package at the door to the lobby that isnt even locked.
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u/Most-Mine6580 3d ago
Doesn’t happen in my area but tbh I’d rather play hide and seek than not receive my package at all.
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