The UPS Store Reviews & Complaints

Share your firsthand The UPS Store reviews and complaints about packing, shipping, returns, or service at a local store. Choose a rating from −5 to +5, including 0 for a neutral or mixed experience.

ZeroStars is independent and is not affiliated with The UPS Store or UPS. Posting a review here does not contact the company, request a refund, or submit a shipping claim.

The UPS Store is a retail franchise network offering packing and shipping services. Locations are independently operated, and prices, services, and opening hours can vary. This page focuses on the store experience; our UPS reviews page covers the carrier.

Use the official tracking tool with your shipment number. If you bought shipping at a store and cannot find that number, contact the originating location. Headquarters does not have access to individual stores’ shipping details.

For unclear delivery scans, contact the carrier. If a package shows delivered but is missing, check the delivery address and usual drop-off area, then tell the sender what you found. Save the tracking status and dates so everyone is working from the same information.

The official shipping FAQs direct senders to notify the store that shipped the package promptly. Recipients should inform the sender, who is the store’s customer and needs to coordinate with that location.

For an eligible store shipment, start through the Customer Claims Portal linked by The UPS Store. Have the tracking number, receipt or proof of value, and photographs ready. Keep the damaged contents and all packaging for possible inspection. The originating store can help if the process is unclear.

Describe the issue precisely: a missing parcel, crushed container, broken contents, or missing items are different situations. Keep a copy of each submission and any reference number. Ask what documentation is still needed before resubmitting a claim.

The Pack & Ship Guarantee has specific conditions. A participating location must pack the item with new materials purchased there and ship it via UPS using the store’s applicable account. For covered loss or damage in transit, reimbursement can include the item’s value within applicable limits, packing costs, and shipping charges, excluding declared-value charges.

The published terms exclude customer-packed packages and shipments processed through UPS.com or a customer’s own UPS account. Item reimbursement is subject to declared value and actual-value, replacement-cost, or repair-cost limits. Without declaring the value and purchasing the corresponding declared-value coverage at the transaction, the stated maximum for the item’s value is $100. Read the full terms and confirm eligibility with the store; dropping off a box does not automatically provide this guarantee.

For a late shipment purchased at a store, the sender should ask that location whether a UPS service-refund request is eligible. The store can submit qualifying requests; a late arrival does not automatically qualify. Recipients should work through the sender.

For a prepaid merchant return, retain the drop-off receipt and follow the merchant’s return instructions. If the purchase refund is missing, provide the merchant with the receipt and shipment details. Ask who purchased the shipping label and who must pursue the carrier issue. Distinguish a refund for the goods from a refund of shipping or packing charges.

For a disputed store charge, take the itemized receipt to the store manager and identify the service or amount in question. Explain the resolution you want and retain the response. Escalating a complaint is a request for review, not a promise of reimbursement.

Firsthand positive, negative, and mixed experiences are welcome. Rate your experience from −5 to +5, including 0, and describe the facts behind your score.

For related experiences, visit FedEx and USPS, or browse the Shipping & Delivery category.

The retail network and carrier have different support routes. Start with the originating store for a store transaction and use the carrier for specific delivery-scan questions.

Recipients should preserve the contents and packaging and notify the sender. For store-purchased shipping, the sender needs to coordinate with the originating location.

No. Customer-packed shipments are excluded from that guarantee. Ask about the separate terms applicable to your shipment rather than assuming all protection is identical.

Include the city or store location, the service purchased, what happened, and how staff responded. Explain whether the issue was resolved. Leave out private addresses, tracking numbers, payment information, and other customers’ personal details.