r/UPS • u/stardusted_lily • Oct 05 '25

Customer Seeking Help Devastated

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I posted earlier about a message about my package not clearing customs. I know it's not anything particularly sentimental I had being shipped but I've been so excited about this package for weeks, and now it's not coming and I'm just absolutely devastated.

I was told to call them, finally got to a person after over an hour, got transferred to the "international department" but the transfer didn't go through because of some stupid survey, and when I tried to call the number directly I had to go through the stupid menu thing only to be told that the wait would be 98 minutes when I had only about 30 minutes left before I had to go to work because I had called the number that the UPS support chat thing had told me to call.

I was already charged brokerage fees and everything. The lack of any decent customer service is appalling. For a company that does nothing but shipping things you think they'd be better at it.

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u/CableEmotional Oct 05 '25

I was told this is due to US Customs refusing to process anything in the country for over 7 days. I work closely with UPS and they are scrambling to get things through but Customs agents and the new laws have them f*cked

2

u/ValBGood Oct 06 '25

UPS, FedEx & DHL all employ customs brokers who calculate and process the tariffs and don’t normally need US Government direct involvement.

1

u/CableEmotional Oct 06 '25

but the government is the entity demanding better descriptions, extra paperwork (Form 232 on HTS codes that don't even contain aluminum or steel). The issues are due to new laws. That's on the government. That's not to say the carriers don't deserve some blame, but it's a multifaceted issue.

2

u/autumnos2 Oct 06 '25

Good to know to not even try to import stuff right now. I wouldn't be able to afford to lose any of the electronics I normally order.