UPS Gatwick - Crawley

Tom H.

UPS: when delivery isn’t really the point.

My parcel arrived at the local delivery hub early on a Saturday. I was expecting it Monday, so that seemed reasonable. The tracking status said “delayed,” which was misleading—it wasn’t delayed, they just weren’t going to deliver it. A bold semantic choice.

I knew I wouldn’t be home Monday, so I went to UPS’s website—a user experience designed, presumably, as a form of deterrent. Eventually, I managed to confirm my safe place was set. There was no option to change the delivery day, and nothing to suggest that a signature would be needed.

On Monday, while I was out, I watched the driver arrive via CCTV. They stood at the door, didn’t leave the parcel, and took it away again. I then received a message saying delivery had been attempted, and I could reschedule online. The website required a code, which was written on a slip of paper sticking out of my letterbox. Once home, I retrieved the code, but the option to rearrange had expired. The slip clarified that a signature was required. It would have been helpful to know that before the delivery attempt.

The next morning, tracking said the parcel was out for delivery again. Estimated window: 8:20–10:20. At 10:00, this shifted to 10:20–12:20. I watched the road via CCTV. Around 11:00, a UPS van pulled up, paused for a moment, then drove away. No knock. No delivery. No note. Just gone.

So: the parcel has been to my house twice, and I still don’t have it. At this point, I’m not sure if UPS is a logistics company or a kind of experimental theatre.

afroze A.

recently visited your Crawley site, after not getting much help from your customer service department.
A lady called Kim was extremely helpful and very knowledgeable. She should be teaching your customer service how to deal with your customers. She has restored my confidence in UPS. Well done Kim and thank you.

tobias E.

Tried to deliver to my work 2 days in a row and said we are closed, despite the 2 big open gates leading into the yard and the big open loading bay and numerous other delivery firms delivering throughout the morning. I can't get a phone number for the depot and the main phone number is an automated service that has just waisted 15 mins of my life.

Sara J.

The worst delivery service ever. They never called, never attempted delivery, and never left a note; you also cannot change delivery options! Never use them! We wasted two days waiting for the delivery. The only information we received was "delivery attempted," not even by email, only in the app.

Bekki Y.

Had to pay for a customs charge for a parcel to be delivered and it’s was £125.00 and I paid it as I needed my parcel but they took two payments and having trouble getting it back , they won’t give it back ,they won’t answer no emails or phone calls
BE CAREFULLY !!!!

Gordon W.

What an absolute waste of time UPS are. Email states delivery today 1030-1430, at 1543 new email states, delayed delivery but out for delivery. 1943 get hold of UPS Customer Service, told planned arrival is Friday (2 days time) but becasue they are busy not to delivered until MONDAY. No explanations why they lied in two emails and their tracking shows out for delivery today. So not only not told the truth UPS compound it by saying they are busy on Friday and will delay sending until Monday. I live a couple of miles from the warehouse but can I collect? Of course not. This is the third time in a few months I have had the same experience with UPS. No customer recovery. They really are not fit for purpose.
What are the odds that I will get the standard UPS cut'n'paste response "Sorry the service did not meet your expectations. Let us know how we can improve your experience by contacting us via a Private or Direct Message on one of our social channels: Facebook @UPS.UK or Twitter @UPS_UK."

Heather P.

Awful. Twice claimed to have attempted deliver yet I was right here no sign on of anyone. CCTV to prove the lie. Terrible

Sam S.

Uniquely incompetent organisation. Promised on five different days, over the course of two weeks, that they would deliver my parcel. I contacted them on @UPS_UK and got nothing but lies, excuses, and copy-pasted sentiments (one of which will shortly be appearing below this review). If you're wondering how you can improve, UPS: When you are given a parcel to deliver, put it in one of the vans, and get one of the drivers to drive it to the intended delivery address, on the day you say you're going to so it. I mean.... typing that out, it seems so obvious and simple. Even Hermes can do it.