UPS

The driver always has a broken van, sometimes break sometimes door and sometimes the van totally broken down and cannot do the collection. And when the van is ok his van is too full to take the parcels as depot always give him extra postcodes to do. We try to be kind and not push too much but seems getting worse and worse.

We used to send parcels with Hermes, but our goods used to arrive damaged on occasions. So we changed to UPS, thinking that by paying 2-3 times more than with Hermes, our parcels would be looked after better. This isn't the case as 4 out of our 5 last deliveries came damaged, showing that parcels with markings this way up were clearly upside down for longer periods of time and parcels with fragile stickers were tossed around with no regard. Plus UPS makes it impossible to claim for damages as they require 7 photos and parcel has to be available to inspect. Imagine asking these from your customers. This is last time we used UPS.

Local depot is great. But central system, especially payment system for VAT/ Duty payments is utterly hopeless. Used to phone Norwich depot to make payment over phone, & then parcel would be delivered. Cannot now ring local office, so have to deal with staff based God knows where, after negotiating a horrendous phone system. How can they take a system that worked fine and make it such an unpleasant experience for the customer, who at the end of the day is paying their wages?

My wife had an awful un-professional experience with an Ups driver a week ago outside McDonald’s Winterton Way, Poswick, Norwich. The driver was delivering there and my wife was struggling to get our 6 year old granddaughter into the car. Our granddaughter suffers with anger/mental health issues that is waiting to be treated and was kicking and screaming and basically fighting off my wife. The driver appeared, as he was parked next to my wife and laughed at the ongoing scene in front of my wife and granddaughter. She asked the driver, “if he thinks it’s funny”? To which he replied, “yeah it is”! We have been having a nightmare constantly with our granddaughters mental health for some time now and to have an Ups driver thinking it’s a laughing matter is totally disgusting and totally un- professional! My wife rang Ups to complain and was told a supervisor would get back the next day. A week later and nothing at all. You’re a disgrace Ups!Update: Raised complaint through the resolver website. UPS clearly don’t care of the upset caused, or their drivers conduct, as they’ve ignored that too and haven’t replied!

My parcel was accepted and scanned very quickly. Superb service.

The central customer service of UPS isn't great so I came here to sort out an issue with a parcel which wasn't delivered to the UPS Access Point as it was meant to be, so its delivery would have been delayed to the next working day.I needed the package urgently so I came to the door which was a bit unassuming and difficult to find but the person working there was really helpful in checking where my parcel was and organised for the driver to bring it back at the end of his round and give it back to me there at the depot.I'm really happy with the help I got here, which went far beyond just the service which you pay for, so if you have any issues with a delivery from this depot, I'd recommend going straight to them to get it solved (there's no phone line).

Dreadful. Was informed parcel would be delivered between 10.20 and 12.20. Was then informed it would be anytime before 7pm. It finally arrived 3.15.What happened to keeping customers informed, rather than letting them wait in all day?

UPS drop-off points in Norwich are unreliable so I came here and the guys here were very helpful with my requests and clearly knew what they were doing. They knew when deliveries should be taking place as well as when the they would realistically arrive.

Usual lies of tried to deliver no-one home" rubbish and then next day "wrong address details etc" absolute lies

I usually have no trouble from this company but recently after ordering something online it has changed my mind completely. I went to track my parcel online and it said that a delivery attempt had been made and in fairness I was out all day. They said they would try again the next day. So the next day comes and I make sure I’m in to get my parcel, so I go to track it and see what time it’s being delivered. The time comes and it still hasn’t been delivered so I go to track it again and it says that the time had been changed to later in the day so I still stay at home waiting and when the time frame has gone still nothing so I go online again to check and it says a delivery attempt was made but no one was there. I went to check to see if my doorbell was still working and it did. Then I went back online and it says that a final attempt had been made and that they were sending the parcel back to the sender. I tried to change the delivery but I couldn’t because they never left a note. Luckily I managed to get in touch with the company from which I bought my makeup from and they offered to send another parcel out free of charge.