Lies, gaslighting, and zero accountability
If I had been able to select any other shipper than UPS I would have done so, as I have long known that they provide substandard service in Ireland. Unfortunately it was the only shipping option available to the sender.
UPS marked my parcel as ‘Out for Delivery’ every day for the first two weeks, only to bump it to the next day each evening. No delivery attempts were made. I phoned customer service multiple times, was told repeatedly that the issue was ‘escalated’ and that someone would call me, but no one ever did.
The sender filed a missing parcel claim and has also heard nothing. Tracking then changed to ‘Delayed,’ then back to ‘Out for Delivery,’ and eventually to ‘Delivery date will be provided as soon as possible.’ I later received an ‘exception’ notice claiming a recipient delivery address change that I never requested.
There has been no communication from the Dublin depot, no callback, and no explanation. I escalated to regional management by email and received no response, acknowledgment, or commitment to help resolve. This has been three weeks of wasted time, misleading updates, and what feels like gaslighting about the parcel’s status. I have screenshots and emails showing the constant tracking changes.
Absolutely unacceptable service and UPS customer support is so utterly broken it seems they have deliberately designed it to punish customers.
Reply from UPS Ireland
Hi, please accept my sincere apologies for this situation. This certainly isn't the quality of service we strive to provide to our customers, and we are truly sorry that this has happened. If you still need any help resolving this, please provide the UPS tracking number, along with your full address and telephone number, quoting case number #5939558 by emailing our UK & IE team at uktrustpilot@ups.com. We can then take it from there and do our best to get this resolved. -Connor.