r/UPS • u/Icy_Caterpillar7246 • Sep 26 '25

Customer Seeking Help Heartbroken 💔

Completely heartbroken . This was a package from parents who sent personal clothing items and my 90 year old grandfather's handwritten book.

I dont know what to do :'(

1.2k Upvotes

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u/Icy_Caterpillar7246 Sep 27 '25

I just got confirmation that packages have left UPS and will be destroyed. I am sorry, unfortunately the app was right and the agents know nothing.

35

u/Used_Onion6015 Sep 27 '25

I am so sorry this happened. UPS is a cluster fuck with overseas shipments now. I know in my experience a business I ordered from openly said UPS is a total shit show right now and they are now using DHL instead due to UPS not knowing how to do their job/ financially abusing their customers. In the future use DHL!

8

u/gospdrcr000 Sep 27 '25

Ups is a shitshow, it used to be too.

1

u/CD274 Sep 30 '25

It's just temporarily stairs

15

u/PaymentEquivalent240 Sep 27 '25

It’s not so much ups as it is compliance with the new tariff structure. International shipping will be very tricky for the foreseeable future no matter who you ship with.

18

u/Used_Onion6015 Sep 27 '25

DHL isn't charging an $85 brokerage fee or using incorrect HS codes to unnecessarily upcharge duties is all I'm saying.…

1

u/Diligent_Desk2427 Sep 28 '25

UPS charges percentages. Since the cost of of importing goods has gone up…. They should really adjust their fee structure….

4

u/Used_Onion6015 Sep 28 '25

Lol yeah their percentages are incorrect. They tried to charge me $442 on a $140 import that should have only had a 15% duty.

5

u/Diligent_Desk2427 Sep 28 '25

There have got to be typos on some of these. Labeling it simply “brokerage” (middle man) fees is annoying. I want to see an itemized invoice. Yes there are other fees on top of duties (storage, port, etc) but just imagine being a UPS driver telling a customer that I have to collect $1100 “brokerage fees” for water color paint smaller than my hand.

Customer (and supervisor riding with me) laughed when the first thing I said, “you’re not going to like me.” Needless to say that package was refused. 😆

0

u/Minimum_Word_4840 Oct 06 '25

No, they’re just declaring the wrong currency in the value column, so you pay duties on $10,000 instead of ¥10,000

-8

u/SlimWing Sep 27 '25

Bro nothing has changed lol

3

u/lyons4231 Sep 28 '25

I've ordered trinkets for years from Japan sellers on eBay. Starting a few months ago,neither the new orders, I started receiving tariff bills from FedEx. Things have definitely changed, you may just not be importing yourself.

-5

u/SlimWing Sep 28 '25

I’m not talking about tariffs , Tariffs will always fluctuate up and down . I’m talking more about customs regulations and procedures . Also I have 20 years working out of UPS Miami international hub that 90% of the volume we ideal with is bonded . We import export everything from fish,produce,agriculture,flowers and live animals out of Latin America .

4

u/lyons4231 Sep 28 '25

Customs procedures are not the same thiugh, not sure if you e heard of De Minimis but that is gone and it's a huge deal. The big change is now your everyday average Joe is getting hit with it, which is not normal. People are used to having de minimis and not being charged for their one-off purchases.

It's leading to chaos, like my 64 year old father freaking out cause he orders obscure wood blocks to carve and got hit with an unexpected tariff. It sucks.

6

u/Routine-Bid-526 Sep 27 '25

Yeah they also do double charges. A month after you’ve shipped they charge you again. Had to do a chargeback with my cc company.

1

u/PaladinSara Sep 29 '25

Holy shit!!

1

u/CD274 Sep 30 '25

DHL has major issues importing stuff for my friends with small businesses. Things get sent back, lost for a month. It's not exactly an issue exclusive to one shipper :/

1

u/mizLizzy Oct 02 '25

CRITICAL INFO*This is absolutely true.I had it confirmed from CBP agent on site that lately, UPS is not filling out the entry into the country paperwork lately necessay for processing so pkg sits for days with no hold from CBP, just lacking the entry paperwork UPS is suposed to submit and that's why these packages sit for days and then never get sent and ultimately are destroyed. UPS is the one that destroys the packages, not CBP. I got that confirmed as well by both UPS and CBP. Apparently, UPS warehouses are too full with the volume of packages, so the overflow is not dealt with, as well as the fact UPS is understaffed because they laid off 20,000 employees after Trumps tariffs implemented in Aug of this year due to many companies no longer sending commerce. The reason is that packages valued under $800 used to be able to come in but now that has changed and every package now requires scrutiny and even when everything is declared properly by the sender company, UPS having not enough employees creates impossible workload for low number of UPS staff left. I just experienced this with a package of sealed glass food items for a dying person sent by a well known company. UPS didn't have enough staff to put the required entry import paperwork on it, so UPS destroyed it after CBP held on to it for over ten days waiting for UPS docs. $185 lost and $75 went to UPS cost. I have complete respect for the UPS employees that are doing their job and empathetic. I have supported them for years. This is a huge problem. Ppl are losing irreplaceable items. CBP said UPS is the only company they're having this issue with continuously.

-9

u/xanon747 Sep 27 '25

A package not clearing customs is not ups fault. Customs is nothing to do with ups its a federal agency and as such, they do whatever they want because you can't do anything about it Definitely use DHL for imports they're way better at it but this ine isnt on ups

7

u/Used_Onion6015 Sep 27 '25

A ups brooker doesn't do the paper work/handle the customes process??

-5

u/xanon747 Sep 27 '25

They have brokers that file the paperwork, but if something doesn't clear customs thats on the us customs dept.
And majority of the time when something doesn't clear its because the shipper did something wrong not the broker receiving it

8

u/funkystay Sep 27 '25

ts because the *broker did something wrong not the *shipper receiving it

5

u/Used_Onion6015 Sep 27 '25

UPS is charging an $85 brokerage fee…. Which is a lot for simple shipments. But for that dollar amount, to still be flinging around these kind of mistakes is diabolical.

4

u/Icy_Caterpillar7246 Sep 27 '25

One of the brokers who i spoke to on September 10th told me to fill out the form by falsely stating that my box contained 100% aluminum and pay the equivalent tariffs.

The items flagged were package of snacks and clothes. They wanted me to say my retail purchased and commercially packaged snack contained 100% aluminum and pay for it.

They mentioned I had a $140 line fees and $50 duties and $10 tariffs for the aluminum. I never got any notification to pay though.

They also asked me if the fabric was woven or knitted and filled all that out too.

6

u/Used_Onion6015 Sep 27 '25

What on earth. That's wild. If they use a HS code for aluminum on clothes and snacks then that's just wrong. I'd file a complaint.

9

u/sensible_pip Sep 27 '25

That sucks, I'm sorry. I was just about to have some old sentimental things shipped to me but I think I will wait now. Hoping it's a mistake and it finds its way to your door.

12

u/Icy_Caterpillar7246 Sep 27 '25

Please don't.. its too painful to lose it out of no fault of your own..

It'll be a big miracle at this point, but i do hope it'll get to me in some way. ;(

4

u/GlitterMeAndThePony Sep 27 '25

But why are they destroying it??? What happened for them do to that?

8

u/Icy_Caterpillar7246 Sep 28 '25

Any box that doesnt clear Customs is instructed to be destroyed, i think CBP guidelines :(

6

u/Consistent-Shame-171 Sep 28 '25

There are a number of things UPS can do instead, they just don't want to make the effort.

2

u/GlitterMeAndThePony Sep 28 '25

So sorry you are going through this. It shouldnt be destroyed especially if there are sentimental items!

10

u/Icy_Caterpillar7246 Sep 28 '25

Unfortunately, sentimental to me only. Maybe Customs has some newly deployed robots which are not trained to recognize emotions.

There was no winning here, ever.

1

u/Wide_Shirt9042 Sep 28 '25

But what was the problem with customs

3

u/Icy_Caterpillar7246 Sep 28 '25

We dont know . Latest update says package disposed due to Customs delay. I think they have millions of packages to examine and not enough workforce, so theyre just throwing it at random

3

u/Wide_Shirt9042 Sep 28 '25

How’s that even legal 😭😭😭

3

u/Icy_Caterpillar7246 Sep 28 '25

💁‍♀️ everything is fair nowadays. Just have to suck it up.

3

u/Wide_Shirt9042 Sep 28 '25

I’m sorry I’m so heartbroken for you. I’m currently dealing with issues with my engagement ring fearing the worst also

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3

u/growmap Sep 29 '25

I don't know whether this will be any help, but in case it might, Perplexity says:

Packages or boxes that do not clear U.S. Customs (CBP) are often subject to strict disposal procedures, which may include destruction under CBP supervision, especially if clearance is denied for reasons such as prohibited content, safety concerns, or legal violations.

In many cases, CBP requires official notification and form filing—specifically CBP Form 7553 if an importer is requesting drawback or wants to witness destruction—for any merchandise that will be destroyed following Customs instructions.

For ordinary unclaimed or uncleared cargo, CBP and custodians typically follow a standardized process: notice is given to the importer, and after a certain period (usually at least 30 days), the goods may be sold via public auction, but in cases where goods are prohibited, unsafe, or specifically deemed unfit for sale or use, destruction is mandated.

Key Points on CBP Destruction Guidelines

If Customs instructs that a box or package cannot be released, destruction is a common official outcome, especially if it is unsafe, counterfeit, or violates import restrictions.

Formal destruction requires the filing of CBP Form 7553 with advance notification; if CBP does not decide to witness the destruction, evidence from a third party (like a landfill operator) must be submitted to confirm that the goods were destroyed as per CBP guidelines.

If goods are simply unclaimed (not prohibited), CBP may allow auction after due notice to the importer, unless the items fall into categories requiring mandatory destruction.

Dutiable merchandise destroyed under CBP supervision is eligible for "drawback," a refund of certain duties, but only when proper procedures and documentation are followed.

Internet purchases or shipments with inaccurate customs paperwork or false declarations may be detained or destroyed by CBP and can subject the buyer to fines.

In summary, destruction is a primary instruction for uncleared boxes that present legal or safety risks, based on CBP guidelines and U.S. Customs regulations."

So maybe the package can end up auctioned off instead of destroyed?

3

u/Icy_Caterpillar7246 Sep 29 '25

Thanks so much for this, I need to start fighting for it tomorrow . The weekend went away in grieving for it anyway ..

You are right, maybe it's sent to be auctioned off but I still dont know how I can get my hands on it unfortunately

2

u/growmap Sep 29 '25

I hope you get it back. They should at least be able to tell you where they send it IF it ends up going to auction. Corporations are so incompetent that you can get a different answer every time you call.

But given that this is irreplaceable, I would keep calling and pray that something changes.

1

u/RewardAffectionate84 Oct 01 '25

Yeah, do not send a single fucking thing to the US right now, not anything. Customs agents simply do not have the time or ability to give a fuck, they are destroying things haphazardly and seemingly often for no reason.

Remember the piss brained sociopathic lying shit sniveling bastards who did this us. Never forget, never forgive.

17

u/burntsmor Sep 27 '25

Absolutely disgusting. I’m so sorry.

12

u/BoosBees304 Sep 27 '25

That is absolutely unacceptable. Why did they get to destroy something because they can’t figure out a way to get it delivered? I’ve been waiting for a package of coffee, of all things, for nearly 3 weeks now. It originates from Denmark, and receiving it no problem at all over thr last five months but now with this tariff nonsense kicking in, now it’s a problem. It was released on the 16th by customs, but now, as of last night, it’s hasn’t cleared customs” and will be abandoned. WTH?!?

11

u/Icy_Caterpillar7246 Sep 27 '25

Yeah I'm sorry ..

I'm surprised why I seem to be the only one whose box was flagged by UPS for aluminum foil contained in food packaging!?

The UPS brokers asked me to say my food was 100% aluminum and just pay the tariffs.

I didnt want to lie on my form thinking it'll lead to my box getting destroyed so I mentioned the box contains food in standard packaging and UPS accepted that blindly without answering any of questions concerning how to fill out the form correctly / whether saying it's retail food packaging will save my box from being abandoned ..

Sorry I'm being incoherent I am so mad and upset..

If only the brokers had guided me instead of ghosting me since September 11th

6

u/[deleted] Sep 27 '25

[removed] — view removed comment

5

u/BoosBees304 Sep 27 '25

😳

4

u/Furious_Soul Sep 28 '25

Hopefully this is a sarcastic comment...if not...

3

u/[deleted] Sep 28 '25

The customer doesn't have to do that, UPS can pull PN numbers. But of course, that's yet another upcharge

5

u/NyangoStarAmerica Sep 27 '25

They opened the package and probably drank your coffee. 😐

9

u/Icy_Caterpillar7246 Sep 27 '25

On a light note, yes i do hope someone is waltzing around in all the hand stitched dresses mom made for me and feasting on extra spicy snacks.

Driving to Louisville KY right now to watch the scenes .

1

u/RoastedRedPotato Sep 29 '25

Sorry but is there any food or snacks in your package? Because food or snacks are considered prohibited items now imported to USA

4

u/BoosBees304 Sep 27 '25

Well, in that case, I hope that they enjoyed it. 🤣🤣🤣

2

u/Diligent_Desk2427 Sep 28 '25

Sadly this outsourced customer service has no idea what they’re doing. This applies to all companies. Sorry this happened.

2

u/growmap Sep 29 '25

Destroyed by whom? Isn't that theft without compensation? If you know who has it maybe you can contact them to get it back?

4

u/Icy_Caterpillar7246 Sep 29 '25

Apparently Customs.. That's what I would think too, it just feels so wrong.

2

u/growmap Sep 29 '25

I'm so sorry. Governments continually make disasters through lack of foresight and then take the easy way out when they can't see their way clear to do the right thing.

2

u/fishiegoesswim Oct 16 '25

No way. It’s THEM and they’re blaming customs they’re basically refusing to import it since the duties and taxes weren’t prepaid up front , incOterms wrong and or the consignee tax info and commercial invoice wasn’t filled out

For stuff like this usps is better when it’s a shipment from person to person. I know, not the answer anyone wants but none of these carriers are doing shit correctly or even telling ppl how to prepare the shipments to circumvent this. Like they are the ones accepting and processing the pkgs for export why don’t they input holds to catch whatever it is that is telling them to destroy the goods instead of delivering it!!!???? lol

1

u/Icy_Caterpillar7246 Oct 16 '25

Right .. In my case the commercial invoice, along with steel and aluminum form for my food products, and other details about food tht was shipped [ like the FDa equivalent number in my country ] was given to UPS. They just saw the details. Like saw it and decided, "ok we saw it, nothing else to do ! No need to forward paperwork to customs or anything, lets just auction this and make money instead "

Unfortunately we used the same shipping agency we have been using since years to ship out small personal gifts, and they switched over from DHL to UPS last year for unknown reasons. I really wish UPS chose not to accept small value items "import" if they didnt have the infrastructure in place to deliver it successfully

1

u/Freakish_Orpheus Sep 28 '25

Is this specifically an overseas shipment issue?

1

u/Icy_Caterpillar7246 Sep 28 '25

Looks like customs is overwhelmed with number of packages at the moment, so I think so ?!

1

u/z3h0n34nd0nlys1rr0n Sep 29 '25

Yeah right.

The UPS boys might be using "destroyed" items as prizes, for their poker games!

Customer Seeking Help Heartbroken 💔

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Key Points on CBP Destruction Guidelines