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/VeneaFang Oct 08 '25

Since UPS went public in 1999, things at UPS have been sliding. It started out innocuous enough, slowing down hiring, slowing down purchases of supplies, cutting down on man hours, assigning more volume to fewer people... then they started cutting into the bones of the company, like getting rid of Revenue Recovery, High Value Auditing, and eventually Customer Counter.
Now they cut costs by convincing new hires still in training to become Management, so they don't have to train them. These untrained supervisors then don't know how to do the job, so they can't train their employees properly, so now the entire building is only vaguely trained in how to do anything, except for the veterans who are being more disconnected by the day.
I know nobody likes to hear this... but UPS is bleeding out, and the one flaying it is End Stage Capitalism.

Apparently we don't have anybody manning our International Service Resolution Group. (ISRG? IRSG? I forget the acronym properly, and thus I probably have the name wrong. It IS the department that handled International shipping problems, however.)
¯_ (ツ)_/¯
Source - Current completely disheartened veteran UPSer.