The UPS Store

I dropped off three postcards to be mailed within Canada on June 25th. It’s August and none of them have been delivered. I remember getting a weird feeling from the man at the counter, who took my money and my postcards but proceeded to seemingly do nothing with them except tell me he’d “send them later”.

Edited in September - still no postcards.

UPS failed to follow their own procedures from the beginning & complaint/claims department refuses to acknowledge & assist. I called +20 times, sent 27 emails, kept getting transferred to other people/departments, UPS claims department didn’t reply to 6 (out of 13) emails I sent, 7 emails were templates ignoring all issues with irrelevant info to the situations, 4 claims were opened with no results. I paid twice, have security footage of the package being picked up, yet UPS denies. More info below.

I called UPS to ask if they offered service (for individuals not businesses) to pick up a package in Alberta and deliver it to the Wayfair Warehouse in Ontario. The answer was yes and I was told a form had to be filled out to start the process. These forms were filled out by an UPS employee. This lady (unknown name, in good faith I did not record the call or the name) arranged the whole pick up, said they filled out the forms and when I asked if I was going to receive a confirmation email or any documentation about the pick up, this employee said no. I was informed I would only get documentation/confirmation if the package was received. No documentation was ever sent to me. This was the first pick up attempt, that failed. After that, a second pick up was scheduled. Again, no documentation was provided so I went online & took screenshots as proof. Clear instructions were given that the driver had to bring a pre-printed label.
Over time, employees mentioned no information whatsoever was in my account & the pick up didn’t exist (yet my correct email, phone, addresses, pick up times, card details are to this day recorded in my account). If it did not exist, where did I get screenshots with ‘complete pick up request’, paid for it twice and have security footage?
There is security footage of someone picking up the package. However, Wayfair never received the package and UPS claims to not be responsible for anything. In fact, during multiple calls, UPS employees said the package was never picked up. UPS never acknowledged or took responsibility for anything. After getting nowhere with phone calls, I decided to communicate over email so I could escalate this issue. I explained in multiple emails, that no one from UPS ever provided me with the required/any information, documentation/confirmation, UPS ignored this each time, stating they needed more proof a pick up happened.
I sent them multiple documents with the pick up request number, the tracking number, other tracking numbers employees provided, my bank statement, confirmation email of the retail store with exact date & time of pick up & the security footage of the pick up. This information was provided to multiple employees & ignored each time. Multiple UPS employees opened claims (4 total) on my behalf, as I was unable to do this myself in my account. Several were closed for no reason, without contacting me (they stated I was emailed but no emails were ever received in my inbox or spam, yet the correct email is on the claims confirmation emails & my account). Each time I contacted UPS, I had to, again, wait 10 business days. The package was picked up on the 30th of June.
I sent 27 emails to UPS. UPS employees didn’t read&replied nor answered my questions (multiple emails I sent, remained unanswered). They copied & pasted the same responses over and over with irrelevant information & requesting info I already sent.
UPS transferred me to multiple people/departments, causing me to have to start over each time. After 14 emails they told me to email the claims department. I asked twice, if they denied ever picking up the package, they ignored this. They replied twice with an automated answer, 5 times copying another automated message (and still manage to make typos), again not addressing anything. In total 13 emails were sent to the claims department. UPS is responsible for losing content worth 186.89. I never received a refund or proper assistance from UPS.

UPS deliberately rips customers off for international packages. I had order two identical products from the United States. First one shipped UPS and they charged me $152 for duty and import fees. Second package shipped USPS/Canada Post and I paid $67 at the border. Very disappointed that UPS does this. It's absolutely insane to capitalize on border taxes. And to rub salt on the wound the UPS package was ordered and sent a day earlier and both items are scheduled to arrive the same day. UPS isn't even faster that regular post, how embarrassing.

UPS won’t take responsibility for damaged shipments. The package arrived ripped opened and it looked like it had tire tracks on it. The only contents inside was the receipt.

First, I went to the website to make the claim. It said I could not make the claim until the package had arrived. (It had already arrived.). The website still says this even though the package arrived weeks ago.

I went to a local store, they told me to contact the original store.

I contacted the original store, and they switched me to the international claims dept.

The international claims department took my information and said they would email me a link to resolve the issue. They just sent me a link to the original tracking site where I had the problem - which STILL did not work.

I have emailed the international claims dept several times and have received no response.

I spoke to someone through the Facebook messenger app and they sent me back to the original store.

This tactic (keep rerouting the customers to another division) is used to frustrate them so much, they will give up and won’t make a claim.