I'm in Canada and often have things shipped to me from the US. UPS is *by far* my least favourite shipping option. When I'm given the option, I will always pick an alternative to UPS.
My issues with them, however, are not damaged or lost packages. The issues are:
1. Customs brokerage. UPS is the only courier that I've dealt with where I will get a voice message telling me that I need to phone a 1-800 number to "authorize" to bring something through customs for me. When I phone, I speak to a person in broken english after being on hold for 30 minutes and they ask me dumb questions like "is this for business or personal?" When I get the customs bill, I usually see the standard government tax of 13% HST plus a ridiculously inflated "brokerage fee" that goes to UPS. I have had purchases where the purchase price was $100, the government charged me $13 HST on that, and the final customs bill was $50, with that $37 going to UPS as a "fuck you" fee for doing what every single other courier does "for free": I know they must pass this on in the shipping price, but if UPS were actually cheaper than the alternatives I would have an easier time accepting these brokerage fees. FedEX, DHL, USPS typically cost around the same when I'm given an option and yet they don't charge these hidden fees at the border.
2. Inconsistent service. After years of bitching about the above, UPS has started to send emails with an option to pay custom fees online. This is wonderful, when it happens. It seems like I'm playing the lottery with UPS now. Sometimes I get this. Other times I have to phone the stupid 1-800 number.
3. Inaccurate delivery estimates. When I order something using USPS or FedEX, the delivery estimates are usually pretty accurate. With UPS I can *ALWAYS* expect tracking updates saying it was delayed. Other companies seem to have figured out how to get this right, with the occasional understandable miscalculation due to an unforeseen severe weather event etc. Why does UPS suck in comparison?
4. Sparse tracking information. I don't think I need to elaborate too much on this, just that compared to other couriers, when I'm tracking a package with UPS I seem to get far fewer updates. In fairness to UPS this *could* just be due to having fewer scan points, but it still creates the perception that you're getting a shittier service when you need to wait days between any tracking updates.. and then all you're getting is the city it's in (which is certainly better than nothing ... but with FedEX you get really detailed updates like where the package is in terms of its processing through a given facility etc.).
5. Slower delivery. I'm sure this is outside of UPS's control. But there is one online store in the USA that I buy from regularly and they only ship UPS so I get to experience the headache of dealing with UPS a lot. I used to be able to get things shipped in 1 - 2 business days with UPS as an option. Lately the shipping charges have been going way up while the delivery times have gotten worse. Since I don't ship with the alternatives frequently enough I can't say if this is UPS specific or not. But it's annoying to feel like you're paying more for less.
None of the above have anything to do with the delivery drivers. The issues with UPS seem endemic to the broader organization.