UPS Customer Centre

If I can rate lower I would. My package was suppose to be deliver on Friday and has a signature requirement. Waited all day and was not delivered. Called UPS and they don't have an explanation on why it wasn't delivered. I asked if I can pick it up and that was a No. All they can do is to ENSURE me that the package will be deliver on Monday before 11am and surprise surprise it wasn't. Called at 12 and was told it was on the truck and should arrive before 250PM. Got a notification that now it's push back to 640PM and was put on a truck at 1pm. Useless workers and nothing but false informatiion. Called AGAIN and said nothing we can do. All we can do is send a message to the driver. Completely useless. Why provide a time when they can't keep it? Nothing but complete lies. No wonder they have such a low rating

Package suppose to arrive Friday but no explanation was given upon calling. Muilitply times change on arrival for Monday with no explanation. Package arrived near the end of the day. Wonder if it was done on purpose after calling requesting and explanation and earlier time.

Horrible organization. Lost my packages and their claim process built to avoid paying you for that.

Lied about 'attempting to deliver' my package. Video evidence shows no attempt was made. Lost my package for a week. Never using UPS again. Do better.

Apparently my 75L duffel bag is sitting at the concord facility since June 12th. They have said it is now “lost” and it is in the claims process. I don’t want a claim - I want my bag back. Can someone please tell me what ups does with “lost” bags? Is there a lost and found at the Concord facility? I find it hard to believe that a huge duffel bag can just disappear. I am furious.

Worst courier service. Drivers, customer service are all incompetent and provide in correct information. I will never be dealing with this company anymore.

Unfortunately I can’t leave negative stars. Zero customer service. Zero brains. Only disappointment.

I was supposed to receive my package in 3 days from states but it is about 2 months that I am calling costumer service to figure out where my package is. Every time I call them I receive different excuses. I paid for customs but they are saying this package hasn't delivered to Canada! Sometimes they are saying the package is lost and sometimes they are saying you will receive it in 24 HRS. Last time I asked to talk to a supervisor and they took my phone number but I haven't received any call yet. I Don't know what I must do to have my package or at least my money.

2 deliveries, same order. Pick up same place, same time. One delivered on Saturday. 2nd meant to be Monday, then Tuesday, now Wednesday. Call UPS, the lied to me promised today but then said tomorrow. Refused to hang up so I couldn’t do the survey about the call.
Multiple calls, multiple lies. UPS=Useless Parcel Service

UPS is good in recruiting and providing training to certain positions for jobs. It would be wonderful to join their team.

One of the largest warehouses of its nature in Canada. If you happen to be around the North York / Scarborough area, reaching the same would be a bit difficult.

If you are planning to take regular TTC, you'd need to exchange a couple of subways & buses as well.

The place offers a rich parking space. Supported with 24*7 security & surveillance, this is the reporting location for trainees for their induction.

Their support line is just for the looking, basicly does nothing, I called make the request of holding the package but not keep trying to make the delivery attempents, they did nothing.even the support doesn't know where my package currently is, they said they are not sure!

Worst UPS location ever. Someone at this UPS location stole my new Macbook I had ordered. There were no updates on the package for days. I called and they kept telling me "Your package will be delivered today", while it was already lost. They kept buying time only to confirm a week later that it was lost. Avoid this den of thieves.

Driver from concord facility delivered my package to the completely wrong address. Not address on the label. Called in customer service, bad bad service. Everyone brushes me off. Tells me I can’t process a claim because I’m not the sender. That doesn’t make any sense. If I am the receiver and the person that paid for the order I should be able to file a claim. They told me it’s confirmed that my package was delivered to another address but will not tell me which address so I can pick up my package. They told me it could take up to 8 days to look into things. By that time my package will be stolen. I will never deal with UPS again. Hire drivers that know how to read and know their directions around the city they are working. It is unacceptable to lose peoples packages and not want to do anything to retrieve the package at the wrong address. You know who delivered the package you know how to get a hold of them.

Terrible service, always lie, how these people stay in business is beyond me. FedEx and Purolator much more reliable.

Don't make the same mistake as many of us already have. Heed our warnings and experiences dealing with this place. Drive a little further if need be, hell use a different courier and pay the extra fees if possible. Do whatever you can to avoid this place.

I never ignore reviews, but for this place I did since it was very conveniently located. BIIIIGGG mistake. Sent a package to be returned using a supplied return label 34 days ago. Tell me how to this day the tracking info shows NO movement for my package; only that the 'label has been created'. This was a $1400 package containing a set of premium Coilovers that arrived damaged (hence the return).

Definitely not taking this laying down though. Will be contacting the store manager, as well as the Better Business Bureau (BBB) to seek proper resolution.

I currently have a package that was scheduled for delivery end of day today. Without any notification, the delivery date was changed to 11 days from now. When I inquired as to why there was no notice or why the change, I was told to wait for a call that would provide insight. I received a voicemail from a private number stating the package is at the warehouse and was rescheduled for next day delivery because there was no driver at the warehouse. I was not aware 11 days from now is next day delivery. I have rescheduled to pick up the package myself from a deliver company, talk about irony, for Friday as tomorrow is a holiday. I changed my review from 1 star to 2 because hey you guys got it close to the finish I just had to do the rest for you.

[Update] I attempted to pick up the package on Friday only to be informed it was on the truck for delivery, I thought thanks for telling me when I got there instead of updating the tracking info. I waited all day till end of day only to find out the package was not delivered even after receiving a call from dispatch saying it will be delivered. I called customer service and with full understanding they told me I would be able to pick it up on Monday. Can you imagine to no surprise the package is now lost after I arrived a second time to pick it up from the facility. Thanks for the service UPS, if anything you did keep me busy. I have changed my review to a full 1 star after this mess.

Called the customer service line five times in a row each time I tried to report my problem as something different to get patched through to a service rep but each time the robot just said my problem was solved and hung up on me even though nothing happened? Fix your phone system

Horrible experience. They delivered it to an UPS access point near me in the morning. I come to pick it up in the afternoon and the cashier says the UPS deliveryman picked it up to bring back to Concord already. What kind of courier gives the receiver less than a day to pick it up?

After, I requested it to come directly to my apartment, I told the customer service representative clear instructions in how to get to my apartment as we live behind a storefront and made sure it was the correct address. They come today and knocked on the wrong door! I get a status saying "receiver refused to accept the package, delivery was not made".

I simply just want my package as it is quite expensive and refunds can't be made for it.

It's been 10 days already since they have been trying to get it to me.

I would have given UPS no stars if I could.

This company has yet to ever get a delivery correct. If our suppliers continue to use UPS, we will have to review whether we will continue to do business with our suppliers. We can not deliver exceptional customer service to our clients when we have to rely on a company such as UPS.

I was expecting a parcel on June 4th and by June 15th, since the parcel did not arrive I submitted a report to open an investigation of my lost package. It looks like my parcel arrived on time to Canada and after that it got lost. The investigation has been opened for more than a month and still no answer. Every time I or the sender call they just keep telling the investigation is still open and that they will contact the sender, which never happens and then he has to call back again. It is a very annoying and frustrating situation. And sadly I now believe what the user @slylie2 reported a month ago: ("The employees at this facility are THIEVES! "
You would not expect that UPS, a very big company would have such a poor reliability. But now this company is banned from my list of reliable services and I will never use UPS again.

If they manage to find my "lost" package I will update this review, but after all this time I really doubt it: (If you don't want to go through all this, avoid UPS at all cost.

Terrible service, I signed and instructed both online and the slip they delivered to drop the package at my drop front. The delivery driver didn't do so. Now I have to pick it up myself, what's the point of paying extra for shipping if I have to do half the work?

Fking bad experience,
Never come back again
I have been waiting for 2 weeks.
When ask me to pick up

By far the most unprofessional clowns I've ever worked for. Somehow its taking 2 months for a week's worth of pay. (Package handler twilight shift) To make it worse, I have to pickup a check even though I gave them my bank info for direct deposit.and not to mention the horrible braindead security EVERYTIME you go in. Save yourself the trouble and go work for people who actually have a brain. Looks like I'm not the only one either who sees that they has some dunce single Digit IQ people working in their office.

A Warehouse of Incompetence and Criminals. Highest package theft rates and missing merchandise rates!

It was great experience, very professional and they made sure very was setup and ready to be ship

I’ve shipped a lot of packages with a lot of carriers all over Canada and this facility is by far the worst and most unorganized in all of Canada. No matter what time of year it is, if your package ends up here it will, without a doubt, be late. Over the course of hundreds of packages almost every single delay I have had was because of this sorting facility.

UPS is awful! Lied about delivery attempts. Recipient was home all day waiting.no knock, no buzzer, no phone call. TWICE! How does a PHONE CALL about tax payment count as a delivery attempt? I had to call to get an ETA on the so-called "2nd" delivery attempt. Recipient waited all day.and no knock, no buzzer, no phone call, no delivery. Customer Rep said a 2nd delivery was attempted. This is patently false! Now the recipient is wasting a 3rd day ALL DAY waiting. Horrendous. UPS should be ashamed and reconsider their delivery drivers.

Very Bad services.
Staff being so rude
UPS is not giving good service any more.
We have been waiting for our parcel from long time and did not received yet.
I will highly recommend you to Please don't deal with UPS

I would say 0 stars but the system does not allow me to.my package took several weeks to get from Florida to Toronto Canada. It then got held at a holding facility for almost another week before actuslly getting put on a truck.they would not allow me to pick up my package myself from the holding facility.worst delivery company! DHL is the best of you have the choice use them!

The employees at this facility are THIEVES. I had a 5kg package with hundreds of dollars worth of collectibles plus irreplaceable personal items shipped from overseas arrive at this facility and go missing. The tracking simply never updated after arriving here and UPS did an investigation and closed it saying the item is lost. I contacted UPS dozens of times to resolve this and they simply beat around the bush trying to get you off the phone. After I spoke to a UPS driver about this incident he told me that packages are stolen all the time from this facility and UPS has done nothing to investigate or contact police. Avoid your packages coming through this facility at all costs or use a different courier.

Hello,
Thank you for your delivery. My package arrived quickly and the items are in good condition. Very professional service, 5 stars

Worst service provided by UPS when i claim my damage they just take away my parcel from my place without letting me know that they are going to ship back the parcel to the shipper just worst service ever i had come across.

Horrible delivery and service!
If you call them about the delivery, what they can do is telling you “keep tracking”.
And they cannot even tell you the correct the pick-up address! They don’t even have any information about the package updates.
If you want to call to the general manager, they will just hang up the phone. We have nowhere to issue complaints.
Super irresponsible and worst carrier!

This is to remind me never use UPS again. And never use any of the online stores that use UPS as their shipping company. Same terrible service and absence of knowledge by CSRs every time

They delivered to a downtown office address on Friday night.failed (of course) ; got in touch with them to reschedule a delivery; delivered again on Friday night at 10pm to my downtown office address.of course failed again. I paid for express shipping for a 3h driving distance to send my document to Toronto.took them 2 weeks to deliver it successfully. I understand covid can make every harder, but delivering on Friday night to a downtown office address twice really doesn’t make sense to me.in the end I had to redirect my document to another address to help them deliver successfully. Sigh

If you don’t get run over by the maniacs driving the trucks on the way in, you will be met with substandard and rude package reception. Prepare to be disappointed if you have to have the displeasure of coming here to chase your package down.

The worst courier shipment experience I ever had! My husband is moving from Atlanta, USA to Toronto, Canada and he had 3 parcels to ship. He started with shipping only 1 parcel Of 40 pound (very valuable items, Ofcourse) on Aug 14 and the ETA was provided as Aug 21. As I did not receive it in the estimated date, my husband called UPS and he was transferred to different locations and after 2 hours of being on hold the person on the receiving end of phone Call told him that sir the parcel has reached Concord, Ontario and will be out for delivery and you will also receive a phone call when it is out. The online tracking on Aug 21 did show that the parcel is scanned at Concord, ON and we received a call on Aug 24 (unknown identity) claiming it is UPS and that the parcel is now out for delivery (although it wasn’t saying the same on online tracking yet). We waited and the parcel didn’t arrive so on Aug 26, we called UPS again and the person on receiving end said that PARCEL IS LOST AND YOU MUST REQUEST FOR INVESTIGATION! I was very furious and went straight to the concord facility in person and the staff their advised me that it is my fault that I waited from Aug 21 to Aug 26 before inquiring and hence now the parcel cannot be find and it for sure lost. I explained her (Eva, this is her name that I was told) the entire situation and she tells me that SOMETIMES THE PARCEL GETS LOST IN THE FACILITY! This is totally unacceptable #UPS #UPSCANADA. I asked to speak with supervisor and was told that I can only speak with her or the staff around. I have had international courier shipments several times previously via FedEx and have never had issues. I suspect theft within UPS and need an answer on where my parcel is #UPS

Thoroughly disappointed.called 3 times their customer support n got contradicting answers each time.ended up having to pay for a new shipping.will never use again if i had a choice.

My package has been missing here for over 3 weeks. I would have just picked it up from the facility before they lost it because I only live 30 minutes away but now I can't even get it or get through to anyone for help. Companies really need to stop shipping through UPS, this company is totally unreliable, they can't even deliver LOCAL packages efficiently.

I have urgent parcel, i have called ups customer service for picking up they said parcel is available then I drove this warehouse to pick up, in the counter there is a guy. He says parcel isnt available. I explained my communication with customer service but he doesn't care. He was very rude. I asked to meet supervisor he refused. He says there is no supervisor. I asked his name and surname to create complaint he refused to give surname. I would understand parcel is not available but ups employees should explain kindly. I am a customer and doesnt deserve rude behavior. And dont understand why ups employees say different things for one parcel. Customer service says available, counter says isn't. Weird company. Weird all

They honestly couldn't be much less helpful, the distinct lack of care for the customer is just too much. Take your business elsewhere.

Package expected on 26th, they call me on 26 evening 8.30 to confirm address and say package will be delivered on 27th. On 27th they tell me I have to go pick up at this centre. I go to centre and they keep me waiting for 55 minutes and then tell me that it will be delivered tomorrow and they won't hand it over there. A guy who came around the same time had exactly similar case. This is the most unbelievably poor service ever!

Just don’t bother and do not use UPS. Garbage service and customer service, extremely disorganized! Shameful

Been trying for 2 days to get my parcel delivered - 1st told that my address does not exist in their system (house has been here for over 50 years) so I asked them to deliver package to a UPS store nearby. Waited and watched the tracker.it was ALMOST there. When I checked about an hour later, there was an issue again and it is back at the warehouse. Call again - told that I have to wait until Monday now to talk to someone at the warehouse.
I can't believe that this is happening. Absolutely disgusted!

The shunters working there are not working appropriately they are with their own attitude zero percent work ethics
Impolite aggressive I don’t know what is wrong with people mind

Idiotic customer service, the only way I can receive my parcel is that waiting at home for a whole day because these primitives don’t know how to use the phone call.

Extremely transphobic. I called 4 times to change my address and name and all 4 times as soon as I said I'm trans 3 workers and a supervisor hung up on me. Extremely unhappy

Had a package scheduled for delivery, coming from the States. I paid duties and taxes one day before the scheduled delivery online. On the delivery date, I was at work and the driver left a note saying "was not abke to collect funds".

I immediately call customer service and told them I already prepaid all fees. They said the package was not left because I was not home (usually if I am not home the take the package to a UPS pickup point close to me). So I requested a change of address to my work address (UPS markets flexibility in changing address). Its been 5 days and over 4 phone calls later and no one from UPS knows where the package is.

I had a UPS customer service supervisor tried reaching out to the Concord depot but no one is picking up or returning calls. Apparently the depot centres make their own rules. This centre is very unprofessional it should not take 5 days to reroute a package to a location one hour away. Its absolutely ridiculous that no one knows where my package is. The website is useless as it does not get updated with regularly.

I don't know how this centre continues to operate under such low standards!

Abysmal customer service. The man who was on counter at 12: 30 pm today, September 18, needs a career change. After waiting 15 minutes with noone at the counter, he shows up and I ask him to take my shipment and put it behind the counter. He literally yelled at me, "don't tell me how to do my job! " Rude, incredibly rude.

Dealing with ups is a nightmare. Please do your self a favour and run the other way if you see shipments with ups. This company has no coordination, the supervisors are clueless, to get something done super simple, you have to constantly call because no one understands a thing. And Also brokerage fee (they will try to rip you off) always read your invoice properly. Will not recommend to anyone. Hope companies like this go out of business. I’ve been waiting on the phone over 1 hr and to get a simple barcode. Ridiculous

UPS SUX!

Front line staff was friendly enough but the company is completely disorganized and forces their front line staff to do work that should not be there responsibility. They don't appear to have a support team or manager around to resolve issues. I waited nearly 2hrs just to pick up a simple package. When the package was finally found it was tagged with someone else's name on it by UPS! Fortunately for me they waybill had my name on it and was finally able to be released to me. UPS IS A TERRIBLE COMPANY WHEN IT COMES TO DEALING WITH CUSTOMERS. I dislike UPS to the point that when I receive a notice from UPS I just cringe.

Their delivery service is never accurate. I took time off to be at home so that I could receive the shipment when it clearly says on the notice that they will try and re deliver the next business day and no one shows up. Very frustrating.

No delivery notice on first delivery day. Empty delivery notice on the second day with all fields blank. Called to arrange pickup. Have to drive all the way to Vaughan to pick up (I live 60km away - no option to leave it at the ups shop near my house for some reason).

Then, 30 mins wait at the counter just to pick up parcel. They need to improve a lot to compete with the likes of Amazon.

Lied about attempted deliverys, left no notice that they tried, i was in the lobby at the time they said they attempted, and wasted multiple days waiting at home for them to never come. Trash service

The worst customer service. Overall the entire staff of UPS is non professional. Their main Customer Service Staff knows nothing about Canada and its cities.servicing from overseas. Instead of providing guidance to the clients, they misguide people due to their poor knowledge. In short, guys stay away from this company.

I was supposed to receive this package today before noon. Right now is 3: 30PM and I still did not received it. My business strongly affected from this delay and I loos half production day which equivalent to $50000. I called customer service several time today but did not get any relevant help. I ask to contact driver, but no answer. I still waiting.