The UPS Store Canada Reviews 

We used the Waterdown ON, Walmart store 3 on occasions. Each time was pleasant, good service and my photos came out beautifully and not expensive. We were even helped using our phone for these transactions. (we're not that phone savvy yet!) We tried Staples and inside Walmart but had too much trouble with service and their knowledge.

The ancaster location is a complete rip off and liars. Said they would not charge if a passport photo is rejected . Mine did and they refused to redo that , said i have to pay again . So disappointed esp with the manager jeff geng .

Beware of hidden fees. Was charged nearly $5 to print a return label ($1 for printing, $3.66 just to email it to them). The employee never disclosed the email fee upfront. Unprofessional service.

A few weeks ago I needed passport photos and I was in the city of Owen Sound, Ontario. I first tried to go to
CAA but the office was closed. I saw online that The UPS Store at 1565 16th St. provided passport photos. The woman who served me, named Arsh, was extremely helpful and professional. She retook the photos a few times until she was absolutely sure that the shiny surface of my skin was muted to the acceptable degree required by Service Canada. As a result, I had no problem whatsoever applying for my passport renewal and my passort photo for the next ten years is acceptable even to my critical eye! I would not hesitate to recommend this office for the purpose I needed and I would suspect by the helpfulness of Arsh that any issues would be handled efficiently and to each customer's complete satisfaction. I happened to be on a tight timeline that day and it was a pleasure to be treated with such courtesy and consideration. Thank You!

They missed the delivery window 2 days in a row. I rescheduled delivery for a day that I would be home all day and they didn’t even attempt a delivery on that day. Called in the next morning to express concerns and the Agent hung up on me. If you have an alternative option never use UPS.

Today I visited my local UPS store on 8171 Yonge Street in Thornhill, Ontario. I was welcomed with a smile from the manager, Reza. He was very helpful with our request.
Exceptional service and professional knowledge from manager Reza.

Amazing super efficient and great prices!

UPS store #597

"As I had stated in the communique to BBB via the portal I received a message from the local UPS store stating they had found my package and that I am obligated to pay $53+ to pick it up. I didn't pay the same amount in the Fall 2025 as I deemed this unjust (for the seller to receive the package and give me a refund). I had paid insurance on the package (which they lost) also and 4 months later (now) they want me to pay the same amount? The head of the UPS Chantal Morin department previously had committed to sending me out a cheque. They gave me a tracking link which necessitated going to their convoluted site and set up an account which I was unable to do as well as not being able to set one up with their customer service representatives. This was in the fall. Now they want to screw me over yet more. Please instruct BBB that I will only settle for $165 Canadian compensation and should also have my insurance refunded also which amount to approximately $40 Canadian. Please intervene on my behalf and assist in my receiving compensation. 
P.S: I had attempted to get in touch with the UPS person and they refused to respond further leaving me without recourse.

2) the bracelet I purchased the incorrect size so I wanted to send it back to them. On October 9th I sent it back with insurance (see attached form)
3) after a while UPS finally delivered it but the seller wouldn't accept the tariff charges of $78 (understandably) which is nearly half the price of the original purchase.
4) I attempted on numerous occasions to retrieve the item either 1) paying the tariff if necessary or 2) having it shipped back to the UPS store for pickup;
5) I was informed that an investigation into the package would have to be initiated by the store [#597, Medicine Hat] in order for me to retrieve it;
6) I went there in person to fill out the paper work (see attached faxes and receipts) and faxed it away to the contact on the form: 1-888-506-4850 and the next morning called:Carolyn Grant at UPS Capital (877-225-7625, ext. 6189). She was rude and inconsiderate and claimed she had not received anything from the store;
7) I then contacted the store through email and attempted to phone them numerous times and they never contacted me back even though they said they would be investigating it in the one email they had on file, most of the others I sent they claimed they didn't receive.
8) After several more calls and waiting for responses I then went down at the behest of the owner Muzaffar Ahmed who claimed he sent the paperwork away and wanted me in attendance as he did so.
9) this is the situation now and I await my package back after over 4.5 months of constant wrangling. Since I paid for insurance and time loss I hope I will be able to at least recoup some of my losses and that you would be instrumental in assisting me in doing so.

Now I have to pay the same cost for an item I had SENT BACK 4.5 months ago. Communist style sabotage of Canada.

After UPS lost several packages that I'd paid customs fees on I tried to file a claim through UPS's website.
The section where you create a claim does not recognize UPS tracking numbers and will not create a claim without a tracking number.
The numbers I'm using are a few months old but adding a digit doesn't work either.
I instruct all of my suppliers not to use UPS but sometimes one doesn't listen and I don't get the package....ever.

Please, for the love of God save yourself a ton of money if you plan to.send something to the US. I sent a DNA sample thru UPS on Oct.10th 2025. It was to be delivered on Oct.16 2025 totalling a whopping 40 bucks. To understand, this sample sent was a small size letter envelope. I watched the tracking. In Oct 11 it made it to Camebridge I believe and then after that I got only errors whenever I checked the tracking so I called UPS on the 16th hoping it had arrived. Unfortunately it did not and UPS had no idea where it was. They could only tell me to wait it out so witn no other option I did just that. Today, the 30th of October, after countless attempts to track the package with the still running Error code I decided to call UPS again. This time they let me know that US Customs was holding it hostage for 43 more dollars in duty. Personal DNA is duty free, unless, a value is added to the letter. Well, UPS added a value to my spit of one dollar so I was dinged an additional 43 dollars. Also, the tracking info they gave me was garbage, so had I not reached out on my own id have never known US Customs was holding it. So if I again didnt reach out, and Customs had have sent it back to me id have been charged for that and then have to resend. So, for the love of God, send thru Canada Post for 2 bucks and get it done. NEVER EVER AGAIN. What a rotten place to send stuff thru.

Horrible business!
You might as well just give your package to a crackhead and hope it gets there.

I am crying as I write this. I am waiting on hold - again - for hours - again. Because the x-rays I sent to my surgeon to get my results of my foot surgery didn’t get delivered. Again. I sent them last Thursday and paid top dollar to get overnight delivery. I was guaranteed - GUARANTEED - they would get there by 10:30 am the next day. We went over the address together several times. Friday morning I woke up, to discover my x-rays had never even left my city. So the surgical team that was going to do a Zoom call with me were unable to proceed. So I had to wait through the weekend until Monday to get my results. The surgical team was reassembled. Again. I watched the tracking go to the address…and then get rerouted. I got a text saying “incomplete address”. It took me hours to get through to a real person, because I had to go through the impossible UPS AI maze. Finally spoke to a real person. Address was fine as is. No changes were required. I was told my case would be escalated and I would get a call from their “supervisor”. Of course, never got the call. And I never got the results of my foot surgery on Monday. Surgical team had to be disbanded. Again. This morning I woke up. We’re now at Tuesday. Opened the app, yet again. Watched the app head over there again this morning. And then: “Incomplete address”. Again. No surgical results. Again. Surgical team disbanded. Again. Broke down sobbing and called UPS. Again. Got the same AI runaround. Again. Finally, after about an hour of being shuffled around, spoke to a real person. Who confirmed that there was nothing wrong with my delivery address. Again. And, of course, was told my case would be “escalated to a supervisor and I would get a call in 59 minutes”. Which I never got. Again. Now lying on my sofa sobbing. Trying to get through to UPS USA this time. Wait time is over 1.5 hours. Already on hold one hour and an a half with no end in sight. Another day shot. Again. No surgical results. Again. Will have to get another copy of the CD made and get it to another shipping company. But I had complete foot reconstruction, and it took all I could do just to get the UPS office in Westmount. I put my trust in them. And they failed me, completely and at every turn. So, at this rate, I may never get my surgical results. And it is entirely UPS’ fault. I condemn this company and their complete and utter lack of humanity. How dare they. This delivery matters to me. It is my health that is on the line. And they don’t care. Every day, every turn, every long hour I am blocked by their AI, or “managed” by being “transferred to a supervisor” which in UPS reality means “I am hanging up on you”. UPS doesn’t care about their customers, or their health. They go out of their way to show that my needs are meaningless. Even as write this review, I feel powerless. I am just one person, trying to expose the shockingly level of indifference, cruelty and greed that I have experienced with UPS. But if we all speak up, maybe we can add up.

On Sept 9/24, 11 parcels were sent from Ontario to BC. All were delivered, EXCEPT for one box (Box 5). COUNTLESS attempts to locate this missing box failed. Absolutely no one was helpful, were actually very dismissive. (One “agent” actually turned out to be a scammer, which we narrowly escaped loosing more money!). After 8 months we gave up, sad to have lost an heirloom quilt! On Sept 3/25, a telephone message was left (no phone number left to return the call) advising that a box was at a warehouse (Vars, ON), needing more documentation, marked “hazmat”! An hour long drive later, followed by an hour long search for someone at this random warehouse (no signage on any door to indicate UPS was even in the building), a mechanic took mercy on me and made some calls. A delivery man said he was returning to this warehouse and agreed to try to help. The box was found within minutes. Reason for HOLD on Sept 3/24: a HazMat symbol on the box (a box used that had contained hand sanitizer)! No one called, a year ago, to ask for more info or documentation…it just sat somewhere for a year! BTW - the agent accepting the box at The UPS Store should have caught this, asked about it, or crossed it out (box did not contain anything but an heirloom quilt). A return trip to that store to advise the clerk was met with “you’ll have to call UPS”! BTW - no one offered to reimburse us for the cost of this delivery! Too bad, so sad! Needless to say, me and my extended family no longer trust UPS! Canada Post is delivering this box.

UPS Store 186 gave the sender a handwritten form for the address and the address was entered incorrectly in three places (the unit number, the city, and the post code). I find it incredible that UPS doesn't use a computer to verify the validity of the address before accepting the delivery. The sender was a kind and elderly woman, who noted that the employee was rude, impatient and condescending. The shipment was being sent to my residence in the UK, so the sender asked questions about customs. The employee told her that UPS would take care of customs. This is incorrect. The package was then held up at the border due to missing documents which should have been included from the beginning, and I had to speak to no less than six customer service reps to get the address fixed and find out what exactly was needed to get the package cleared through customs. The taxes were very expensive and UPS included no information on VAT waivers for people moving to the UK, which other companies provide. One of the customer service reps refused to change the address with me over the phone (even after I had verified all the info she had requested) and kept telling me to do it via the MyChoice app instead, which didn't work. The UPS website also didn't work on my phone and was stuck on loading. I had to call back twice for someone to help me over the phone and once over email. When the package finally arrived, it was still the incorrect address on the label, despite having spoken to three people who confirmed it had been correct. An absolute nightmare of an experience: overpriced, careless service, and an employee who was rude and impatient with an old lady. Unacceptable all around and I won't be using UPS for the rest of my shipments.

useless lazy delivery drivers! 5 days late and running from my door after putting stupid note saying sorry we missed you!!! THEY DIDN'T EVEN TRY!!!!!! WORST COMPANY EVER!!@

Ce n’est pas la première fois que j’ai des problèmes avec la compagnie américaine de livraison UPS. Encore une fois on me dit que la livraison s’effectuera tel jour entre telle heure et telle heure. Quelque temps plus tard, la même journée, on m’indique ceci: «Vous étiez absent lors de notre passage. Livraison reportée.» FAUX! J’étais à la maison toute la journée et personne n’a sonné pour faire ouvrir la porte d’entrée de notre immeuble d’appartements. Il est inscrit dans le courriel que la livraison est reportée au lendemain. Entretemps, je tente d’appeler cette compagnie (pas évident) et on me répond qu’il faut inscrire des instructions au livreur dans la section UPS My Choice (pas évident non plus) où le seul choix est l’emplacement du dépôt du colis (réception, porte principale, etc., c’est tout). Rien concernant des directives plus élaborées comme chez INTELCOM ou NATIONEX (deux compagnies québécoises fiables, en passant…). De plus, on me dit au téléphone de placer un papier à l’entrée de l’immeuble annonçant les directives pour le livreur. Ce que j’ai fait. Finalement, j’ai reçu le fameux colis mais sans avertissement autre que par courriel. On n’a pas sonné ni respecté mes directives. Voici ma question: Comment se fait-il qu’aujourd’hui le livreur ait pu entrer sans sonner alors qu’hier ce ne fut pas possible? Il y a de ces énigmes dans l’univers qui sont difficiles à résoudre… Dernière question: Pourquoi la compagnie avec laquelle j’ai fait affaire (Rossignol a son entrepôt à Sherbrooke) utilise les services d’une compagnie américaine alors que plusieurs existent au Québec? C’est dommage. Très dommage.

UPS Store #321 in Winnipeg: careless, invoiced two return packages for Amazon, uppaid me by $ 50 but labelled only 1 package. Delivered 1 to myself. Would not handle the claim.
After a long time UPS acted (noted as lost in their system) and out of the box thinking proved difficult though pictures attached. Such thing do not happen. Eventually pick up for free and returned AFTER MONTHS. Since 6 months fighting the again mailing charge, now again with Collection Agency. UPS is DEI woke that it cannot straighten out its own bookkeeping, or accountability. Its now 8 month about.

The store on Memorial Ave ( Orillia Ontario Access Point) ) are very helpful but the UPS Canada web site (online communication) and the 1 800 742 5877 is my description below of my experience with them:
It is not worth one star!
I had a driver who claimed he attempted 3 delivery attempts. That's without the UPS Driver not leaving any posted notices of attempts!

Called local UPS store. Told to go online and pay carrier fees.

I paid carrier fee. It been one week and half UPS holding my package. I redirected to local Access point as per online direction. NOW Tracking does not know where package is!

I called UPS 1800 742 5877 and you talk to a robot who can't understand English and you repeat the tracking number x 7 and unable to get help and or get through (new technology that does not work). Called again, I pushed another button over and over again and got a representative. Now he is saying I have to pay another $6.00 after I paid around $40 in delivery fees since it was coming from US.

The driver who delivered my UPS package did not put a notice on my door for the so called 3 attempts. I was home each day from looking at the times UPS said they attempted to deliver.

After, I "blew my top" at the representative tonight who wanted more money from me. I was furious and asked to talk to a supervisor.

I talked to supervisor who came onto the phone starting to elaborate that I have to pay more money. I said NO! This person turned around and provided kindness and rerouted the package so I could pick it up at a local access point.

I was originally told from the Access point (local UPS) store if UPS failed three attempts it then can be picked up at an Access point after you pay delivery fees. I paid them and then got from UPS we want more money from you!.

NO stars for this mixed up (UPS Canada online) company and or mixed up UPS Driver who is not doing his job!

I have never been so upset at somebody! UPS SHAME on you! Taking peoples' money and stressing out your customers!
NOT A GREAT SERVICE!
Train your staff better! Your driver for your UPS company is not qualified to represent you!

I will never use UPS for anything, I understand that there is a postal strike and they have more deliveries than usual, but they should not take more that what they can handle within the timeline they say they will deliver. The online updates were wrong 3-days in a row, and when I called customer service (x3) they said that they will make sure to add notes to the file and communicate the information to the driver. When I called to follow up the next day, (as I still didn't have the packages 72-hours after they were to be delivered), they were no notes on the file. I gave them a 1 star because I couldn't give them a 0.

My experience with UPS has been nothing less than a nightmare. Around Feb/March 2023 they over charged my credit card for shipments and instead of returning the money to the card they insisted on sending me a check instead. They sent a check with the wrong name and wrong address and when I asked them to correct it and resend they claimed that I have cashed the check. How on earth would i cash a check with the wrong name and Adress?
I have asked them to either show prof that I have cashed the check or resend it several times and they just ignored me.
I would never have believed that I will be defrauded by such a company.
I plan to post this review everywhere until this is solve. It is incredibly sad that UPS has no credibility or professionalism that I have to result to public discord to get things done.