UPS Shipping (Official)

**A warning to every business owner considering UPS as their primary shipping carrier.** We are a multimillion-dollar online retailer that has shipped with UPS for years. We have spent years paying this company for shipping services, scheduled pickups, expedited deliveries, signature requirements, and countless additional fees. This is not a complaint about one missing package or one bad delivery. This is about years of ongoing problems, escalating costs, lost merchandise, unacceptable customer service, and an almost complete lack of accountability from UPS management. If you operate an online business, particularly one shipping substantial volume, I strongly encourage you to consider other carriers before becoming dependent on UPS. ### THE REAL COST OF SHIPPING WITH UPS IS MUCH HIGHER THAN YOU THINK. UPS may initially appear to offer better rates and service to attract your business. However, once you start shipping substantial volume, the additional charges can become ridiculous. Dimensional-weight adjustments, unexpected billing corrections, additional fees, and invoices that arrive after you have already paid for shipping. But those expenses are nothing compared to what happens when UPS loses your merchandise or stops a shipment and leaves you without answers. Here is the situation every retailer should be concerned about: You purchase inventory with your own money. A customer places an order. You pay UPS to ship it. UPS accepts the package, and then something happens. The shipment disappears, stops moving, is intercepted, placed under security review, reportedly lost, or never reaches its destination. Your customer contacts you wanting to know where their merchandise is. You contact UPS, only to discover that nobody can provide a clear explanation of what happened, where your merchandise is, or when the issue will be resolved. You call customer service and frequently end up speaking with an overseas representative who has no authority to resolve the situation. You get transferred between departments, told to wait, or instructed to contact your account manager. Your account manager cannot help. Management provides no meaningful resolution. Days turn into weeks. Some problems drag on for months. Meanwhile, your customer is understandably furious. They paid for a product they never received. Eventually, that customer files a chargeback with their bank and decides to take their future business elsewhere. **Now look at the financial outcome:** - You paid your supplier for the merchandise. - You paid UPS to ship it. - Your customer never received their purchase. - You potentially lose the entire transaction through a chargeback. - You may incur additional dispute fees. - You lose your merchandise, your revenue, and potentially a loyal customer. - Your company's reputation suffers because of something outside your direct control. And what happens to UPS? **UPS STILL GETS PAID.** In fact, you may even receive another invoice containing additional shipping adjustments and fees. Everyone loses except the company that was paid to deliver the package in the first place. UPS collects its short-term shipping revenue while the retailer suffers the long-term financial damage. ### GOOD LUCK GETTING HELP FROM UPS MANAGEMENT. We have personally spent months communicating with our assigned UPS account representative, customer service, Preferred Support, and higher-level management. We have provided documentation, shipment photographs, compliance records, and everything requested in our attempts to resolve these issues. We have repeatedly requested explanations regarding missing merchandise, intercepted packages, shipment investigations, questionable billing adjustments, and claims. The result has been an exhausting cycle of unanswered questions, generic responses, and being referred from one department to another. Our assigned account representative has now stopped responding to our recent emails altogether. Even escalating these matters to higher-level UPS management has failed to produce the meaningful assistance we expected. **And now UPS has canceled our scheduled pickup service.** After years of doing business with this company, this is the level of customer service we receive. What exactly is the purpose of having a dedicated business account manager if that person cannot help resolve serious account problems or even maintain communication with the customer? The drivers cannot resolve account issues. Local UPS Stores are independently owned and cannot assist with corporate investigations. Customer service directs you to another department. That department directs you back to your account manager. You are sent around in circles until you eventually realize nobody is taking responsibility. It genuinely feels like talking to a wall. UPS is a massive corporation, yet finding one accountable person who can actually resolve an issue affecting a longtime business customer seems nearly impossible. ### UPS MAKES YOU FEEL LIKE YOU HAVE NO OTHER CHOICE. Perhaps the most disappointing part of this entire experience is the way UPS makes its business customers feel as though they are at the company's mercy. As if you have no option but to accept the fees, unanswered emails, missing merchandise, and lack of support because you need UPS to keep your business operating. **UPS, WE ARE NOT AT YOUR MERCY.** We are a multimillion-dollar retailer. We have options, and we have already moved our shipments through other carriers. We do not have to continue paying a company that cannot provide the basic service and accountability its customers deserve. Our business does not exist to support UPS. UPS was hired and paid to provide a service to our business. There is a significant difference. You are not doing retailers a favor by accepting their packages. We are paying customers, and we expect the service, communication, and professionalism that should accompany that payment. ### UPS NEEDS TO UNDERSTAND THAT ITS FAILURES COST RETAILERS CUSTOMERS. For a business, losing a shipment is not simply about the replacement cost of the merchandise. It is about losing customer trust. A customer who waits weeks for an order without receiving a clear explanation is unlikely to care that UPS has an internal investigation underway. They purchased from the retailer. They expect the retailer to make things right. When UPS provides no answers, the business is left trying to explain a situation it has no control over. The customer eventually leaves, and the retailer loses future revenue that could have continued for years. This is what UPS management seems to fundamentally misunderstand. Your customers are businesses that depend on reliable shipping to survive. When you fail those businesses and refuse to communicate, you are damaging much more than a single shipment. ### OUR FINAL MESSAGE TO UPS AND OTHER BUSINESS OWNERS We have spent years doing business with UPS. We have tried communicating, escalating, documenting issues, and giving management opportunities to help. We are finished chasing a corporation that seemingly has no interest in retaining our business. Our shipping operations have already been moved to other carriers, and we have no intention of allowing UPS to make us feel dependent on its services. To other online retailers: Do not assume that having a high-volume business account means UPS will stand behind you when things go wrong. Our experience has demonstrated otherwise. Look beyond the advertised shipping rates. Consider the additional fees, the claims process, the quality of account management, and most importantly, what happens to your business when merchandise disappears and UPS cannot provide answers. To UPS corporate leadership: You are not the only shipping company available to businesses. Your customers have choices. If you continue treating established retailers as disposable accounts, eventually those businesses will take their shipping volume and their money elsewhere. We already have. **UPS got paid. We lost money, merchandise, time, and customers. That is not a business partnership. That is a liability.** **STAY AWAY. Your business, your customers, and your reputation deserve better.**

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