United Parcel Service of America, Inc (UPS) is one of the largest and most trusted delivery and parcel services in the world, serving millions of customers every day. However, sometimes things can go wrong and customers may face issues such as delayed delivery, damaged or lost packages, incorrect charges, poor customer service, or other problems.
If you are unhappy with the service you received from UPS, you have the right to file a complaint for expected resolution. Here are the steps to register your complaint and escalate it to higher authorities if needed.
Level 1: Contact the UPS Customer Service
The first step to file a complaint is to contact UPS customer service and explain your issue. You can do this by phone, email, online chat, or social media.
- Customer Service Hotline: Call UPS Customer Service at 1-800-PICK-UPS (18007425877) to speak with a representative directly.
- UPS Complaint Number: 18007425877; 18007827892 (International shipping)
- Email: Click to email
- Complain online to UPS: File a complaint
You will need to provide your tracking number, delivery address, contact information, and any relevant details or evidence of your problem.
As a resolution, UPS may offer you a refund, a replacement, compensation, an apology, or another solution depending on the nature and severity of your problem. Keep a record of your communication with customer service, including the date, time, reference/ticket ID, and the conversation’s outcome.
UPS Customer Service Number
| UPS Support | Customer Service Number |
|---|---|
| International Shipment | 18007827892 |
| Trade Management (Import/Export) | 18007827892 |
| UPS Supply Chain Solution | 18007425727 |
| Technical Support | 18772896418 |
Billing Support
| UPS Billing Support | Customer Service Number |
|---|---|
| Domestic Bills | 18008111648 |
| Import Billing | 18664937140 |
Freight Support
| UPS Freight Support | Customer Service Number |
|---|---|
| For Truckload (150 lbs) | 18003337400 |
| Truckload (12000 lbs) | 18886824652 |
| Air Fright (150 lbs) | 180044363789 |
| Ocean Freight | 18003508440 |
Level 2: Write to Corporate Office, UPS
If you are not satisfied with the response or the solution offered by UPS customer service, you can escalate your complaint to the Customer Relations Department at the Corporate Office of the United Parcel Service. Customer relations are a higher level of authority within the UPS organization. You can contact customer relations by phone or send a written complaint letter by email, or postal mail using below contact details.
| Designation | Customer Relations, Corporate Office, UPS |
|---|---|
| Phone Number | 14048286000 |
| Postal Mail | Customer Relations, United Parcel Service (UPS), 55 Glenlake Parkway, NE Atlanta, GA 30328. |
For more help, you may call to UPS Store at 18584558800 and for UPS Airlines, call at 15023293060.
While escalating your unresolved complaints, you should explain your issue clearly and politely, and provide the reference number or the case number of your previous communication with customer service. Also, attach any relevant documents or evidence that support your complaint, such as photos, receipts, invoices, emails, etc.
In the complaint letter, state what you expect from UPS as a resolution, such as a refund, a replacement, compensation, or another solution with reasons of dissatisfaction at level 1.
The Customer Relations Department will review your complaint and investigate your issue. In some cases, UPS may uphold, modify, or reject the solution offered by the customer service, or propose a different solution. But, don’t forget to keep the details of your communication with customer relations with the ticket/reference ID for further escalation.
Level 3: Consumer Protection Authority
If you are still not satisfied with the response or the solution offered by the corporate office, or if you believe that UPS has violated your rights or the law, you can contact the external authorities and seek legal action. The external authorities are independent bodies or organizations that can help you with your complaint or dispute.
In the United States, addressing consumer disputes and ensuring fairness in financial transactions is primarily the responsibility of the Consumer Financial Protection Bureau (CFPB). If you have any complaints about UPS regarding issues with purchases, violation of consumer rights, trade disputes, or business practices, you can file a complaint with:
- Consumer Financial Protection Bureau (CFPB)
- Federal Trade Commission (FTC)
- National Consumer Protection Authority (For consumers outside the USA)
For issues specifically related to violations of transport laws by UPS or concerns regarding shipping regulations and safety, you should contact the Department of Transportation (DOT), US.
When you contact these authorities, explain your issue clearly and objectively, and provide the reference number or the case number of your previous communication with UPS customer service, customer relations, and the corporate office. Also, provide references to any relevant documents or evidence that support your complaint, such as photos, receipts, invoices, emails, etc.
The resolution may include advice, guidance, mediation, arbitration, or depending on the nature and severity of your problem.
Level 4: Legal Action
In rare situations where previous attempts to resolve disputes with UPS have been unsuccessful, or if you are dissatisfied with the outcome of the Consumer Protection Forum, legal action may be considered. The legal and regulatory bodies available include:
- Arbitration with UPS, potentially involving a third-party arbitrator such as the AAA (American Arbitration Association), to address business disputes or monetary losses.
- Filing a lawsuit in Small Claims Court (an Advocate may be required).
- Seeking resolution through Federal or Special Courts (fees may apply).
Before proceeding with legal action, it’s crucial to thoroughly document all relevant information. However, before initiating any legal steps against UPS, consulting with a legal expert or Advocate is essential to fully understand the applicable laws and explore any possible alternatives.
Reference:
