UPS Problems in 2026

Frequently Asked Questions

What is the "InfoNotice Delivery Attempt Theater" problem with UPS?

UPS drivers have been widely accused of leaving InfoNotice stickers claiming a delivery was attempted without actually attempting delivery. Customers report finding InfoNotice tags on their doors despite being home all day and never hearing a knock or doorbell ring. Security camera footage has documented UPS drivers walking to doors with InfoNotice stickers already filled out, placing them, and leaving without attempting to ring the bell or knock. This practice is believed to be driven by route pressure, where drivers are expected to complete an unrealistic number of stops per day and save time by skipping actual delivery attempts for packages requiring signatures. Customers are then forced to reschedule delivery, pick up packages from UPS Access Points, or drive to distant UPS Customer Centers during limited business hours.

What is the "UPS My Choice Premium Monetization of Basic Features" problem with UPS?

UPS has placed basic delivery management features behind its UPS My Choice Premium paywall, charging $19.99 per year for services that were previously free or that competitors offer at no cost. Features like selecting a specific delivery window, receiving delivery alerts with estimated time windows, and authorizing package release require the premium subscription. The free tier provides only basic tracking with no ability to modify deliveries. UPS has gradually moved features from the free tier to premium, a practice users view as holding their delivery convenience hostage. The premium subscription also upsells additional services, and the cancellation process requires navigating multiple screens with retention offers. For regular online shoppers who did not choose UPS as their carrier, paying for basic visibility into deliveries feels particularly unreasonable.

What is the "Damaged Package Claims Process Nightmares" problem with UPS?

Filing a damage claim with UPS is a notoriously difficult and time-consuming process designed to discourage claims. Customers must retain all original packaging and the damaged item for inspection, file a claim within a specific timeframe, and provide extensive documentation including original receipts, photos from multiple angles, and detailed damage descriptions. UPS frequently sends inspectors to examine packages, but inspection scheduling can take a week or more. Claims are routinely denied for reasons including insufficient packaging or the determination that the item was not packed to UPS's specifications, even when professional packing services were used. The appeals process for denied claims involves additional weeks of waiting and often results in the same denial. UPS's maximum liability for uninsured domestic packages is limited to $100, and many customers are unaware of this limitation until after a loss occurs.

What is the "Pricing Opacity and Annual Rate Increases" problem with UPS?

UPS implements rate increases annually, typically between 5-7%, compounding to significant cost increases over time. The company's pricing structure involves base rates, fuel surcharges, residential surcharges, large package surcharges, additional handling fees, and peak demand surcharges that make it nearly impossible for shippers to accurately predict costs. Dimensional weight pricing, where UPS charges based on the larger of actual weight or dimensional weight, catches many shippers off guard when lightweight but bulky items are charged at several times their actual weight. UPS's negotiated rate contracts with business shippers are opaque, with discounts that appear generous but are applied to inflated list rates. The lack of pricing transparency makes comparison shopping difficult and creates a market where shippers often discover the true cost of shipping only after packages are already in the UPS network.

What is the "Holiday Season Service Failures" problem with UPS?

During peak holiday seasons, UPS's service levels deteriorate dramatically, with guaranteed delivery dates becoming meaningless. Packages shipped with Next Day Air and 2nd Day Air services frequently arrive days late, yet obtaining refunds requires filing individual claims for each shipment. UPS temporarily suspends its money-back guarantee during peak periods, meaning customers pay premium rates for expedited shipping without any assurance of timely delivery. Sorting facilities become overwhelmed, and packages sit in warehouses for days without movement. Tracking updates stop or show misleading information. The combination of increased volume, temporary seasonal workers unfamiliar with routes, and severe weather creates a perfect storm of service failures that repeat every December. Businesses that depend on holiday shipping for their annual revenue report significant financial losses from UPS's peak season unreliability.