Knowing how to complain to UPS starts with one number: 1-800-742-5877. Customer Service answers Monday to Friday 7 AM to 11 PM ET and Saturday 8 AM to 8 PM ET. Have your tracking number ready.
UPS.com also has a virtual assistant and live chat. Lost or damaged packages go through an online claim.
The right channel depends on what went wrong. A late package, a rude driver, a billing error and a destroyed item each have a different path. Picking the wrong one is why many complaints go nowhere.
How to complain to UPS step by step
Gather the tracking number and the date and time of the incident. Add any photos or screenshots before you contact anyone. A complaint with a tracking number attached can be looked up in seconds, while one without it usually cannot.
- Open the tracking page for your package and screenshot the full status history.
- Write two or three sentences describing what happened, with dates and times.
- Choose the right channel from the table below.
- Ask for a reference or case number at the end of every call or chat. Write down the name or ID of the person you spoke with.
- Follow up on the same case instead of starting a new one.
UPS contact options at a glance
Phone is best for urgent delivery problems, such as a package that is due today. Chat suits quick questions, and the online claim form is the only formal route for loss or damage.
These numbers and online options come from the UPS Contact Us page. UPS can change them, so check the official UPS contact page before you call.
| Need | Where to go | Details |
|---|---|---|
| General complaint or delivery problem | Customer Service | 1-800-742-5877, Mon to Fri 7 AM to 11 PM ET, Sat 8 AM to 8 PM ET |
| Hearing impaired callers | Dedicated line | 1-800-833-0056 |
| Quick questions | Virtual assistant and live chat | On UPS.com |
| Lost or damaged package | Online claim | Filed through the claims page on UPS.com |
| Delivery changes | UPS My Choice | Online account tool |
| Invoice disputes and payments | Billing Center | billing.ups.com |
| Billing support by phone | Domestic or import line | Domestic 1-800-811-1648, import 1-866-493-7140 |
| Website or app trouble | Technical Support | 1-877-289-6418 |
| International shipments | International Shipping Support | 1-800-782-7892, available 24 hours |
Complaint or claim: which one do you need?
Mixing the two up wastes time. Decide which one you need before you call.
A complaint is about service. Examples include a missed delivery attempt, a package left in the wrong place or bad information from an agent.
A claim is about money. You file one when a package is lost or damaged and you want compensation.
The two do not replace each other.
Complaining by phone about a smashed box does not start a claim. A claim does not record that the driver was rude. If both apply, do both and mention the claim number when you call.
UPS says claims are filed online, and its file a claim page sets the deadline: start a claim within 60 days of the scheduled delivery for a package that was lost or damaged, or when a collect on delivery payment was not received. Shippers file from their account, while recipients and third parties file as a guest.
You need the tracking number to start, plus an invoice showing the package value. For damage, UPS asks you to keep the contents and packaging, and it may request a merchandise description, photos of the damage, the shipping label and the outside of the box, and the box dimensions.
UPS says you can typically expect a resolution in 8 to 10 business days unless additional investigation is required. Approved claims are paid to the shipper by electronic funds transfer, about three days after UPS validates the payment documents, so a recipient who files still receives the money through the shipper.
How to report a UPS driver
People often ask how to complain about a UPS driver. The answer is the same Customer Service route used for any delivery complaint.
UPS does not publish a separate form or hotline for driver complaints on its contact page. The practical route is Customer Service, either by phone or chat.
Tell them it is a driver conduct or delivery issue. Give the tracking number, the date and the approximate time.
The tracking number matters because it ties the delivery to a specific route and driver. Without it, the agent has to guess which delivery you mean.
What to include when you report a driver
A strong report gives the agent facts they can check quickly. That makes a real follow up more likely.
- The tracking number and the delivery address.
- The date, the time and what the tracking page said happened.
- Photos of where the package was left or of any damage.
- Doorbell or security camera footage, if you have it.
- A plain description of the behavior, with no guesses about motive.
Stick to what you saw and can show. Leave out guesses about why it happened. Specific, dated reports are easier to act on than general frustration, and the same detail helps if you later need to escalate.
How to leave a UPS review or feedback
The UPS contact page does not list a review form or an official social media complaint channel. If you want your experience on record with UPS itself, the reliable option is a Customer Service call or chat that produces a case number.
Public review sites exist, but UPS does not say it treats them as complaint channels. Posting there can warn others, yet it should not replace a real case with UPS if you need the problem fixed.
How to escalate a UPS complaint
UPS does not publish an escalation ladder on its contact or claims pages. What works in practice is persistence on one case. Call back, quote the case number, and ask for the issue to be reviewed by a supervisor or the local center responsible for your delivery.
Keep a log with the date, the time, the person and the outcome of every contact. If the problem is a lost or damaged item, the claim is your formal record, so make sure it is filed even while the complaint is open.
Why is UPS so bad for some people?
UPS handles a huge volume of packages, and a small share going wrong still means many angry customers. Individual experience depends on your route, the season, the service you chose and the type of item you shipped. That is why a documented case beats a general complaint.
How to complain to UPS and prevent repeat problems
Most complaints fall into a few groups: late or missed deliveries, packages marked delivered but not found, damage and slow claims. Many can be reduced before they happen with tools you control.
- Use UPS My Choice to change a delivery or redirect it, and see whether a UPS Access Point is a safer pickup spot for you.
- Check UPS hours before you call or drop something off, so you reach a live person.
- Compare options with the shipping cost comparison tool if repeated problems make you want a different service level or carrier.
- Use the delivery time estimator to set realistic expectations before you ship.
If the package went through a store, note that The UPS Store is a separate retail brand from UPS delivery, so a store problem and a delivery problem may need different contacts.
Bottom line on how to complain to UPS
Call Customer Service or use chat with your tracking number in hand. File a claim online for loss or damage. Keep a record of every contact, because UPS lists no dedicated driver or review channel.
