UPS Customer Center

I really wish there was 0 star. I have all packages delivered to me accept UPS being so lazy to even wait for door to be open.

Yep, they are truly dreadful.
Two packages were scheduled to arrive this week. The first was out for delivery to my apartment and never showed. The next day I called and was told my address was incorrect, and that they had to «correct» it by adding «South» to the street. Nope, the one I gave them initially was correct, I explained, and UPS delivers there every day. My street does not have the word «south» in it. So UPS basically took it upon themselves to take a correct address and change it, without notifying me. Couldn’t pick it up, couldn’t have it delivered that day. I got a reference number and was told I’d get a call back within two hours. Six hours later I called back, having received no call, and was told that the reference number I’d been given was invalid. Cool. I talk to a manager, and she says I can pick up my package… between 7:00 and 7:15 that night. Cool. On my way home from picking up the package I get a text from UPS: «DELIVERED». Gee, thanks UPS!
Today a different package was scheduled to arrive at my business. Different address, different seller company. Again, it’s out for delivery and this time I get a notification that the «address is incorrect»; delivery cancelled. This is two days after the last incident, people. Completely different address. I call UPS again, and am told I put the suite number in «the wrong field». I check Amazon and… nope, suite number is in the right field. I’m told «my» error has been corrected and the package will be here tomorrow. Guess we’ll see.
Terrible, terrible company.

The worst service, never use this service if you do not want problems.
On the client not care.
Any other delivery service is much better.

Everything said about this place is true! So damn inconsiderate! They call me on a Thursday at 6:30pm to let me know my package is available to pick up and that I have until 9pm to pick it up. So I drive 40min to this location (with traffic) just to be told I actually can’t pick it up until 9pm??? What? Oh and that I only have a 15min window (9pm to 9:15pm) to do so, really?! I mean if that’s how limited they are why not forewarn me? I mean does anybody give a crap? Absolutely unprofessional and inconsiderate. Beyond irritated. And the only reason why I even rated a star was in order to write this review.

I was expecting a package I ordered to be delivered via 2^nd Day Air, my package wasn’t delivered by the 2^nd Day! I left a note for the driver explaining the intercom doesn’t work for the apt. building & to call me. I called in to complain & verify when my package would be available for me to pick up. The dispatcher told me it was ready for pick up at the access point, but it wasn’t. So expecting it would be dropped to the access point this afternoon I get a message from the local dispatch office they would redeliver this evening? To where? My address or the access point? I’d rather ship with USPS or pay extra with FedEx or DHL. So disappointed!!!

Okay, so this is an odd situation, but I want to thank Dan Ma from this customer center for going above and beyond. It started out with a massive mess-​up and our package, which required refrigeration, being shipped to this location (too long a story and not UPS’ fault). It was going to be stuck until Saturday or perhaps Monday. UPS corporate was working the situation and trying to find a courier, but couldn’t. Dan Ma, from this location, may have been made aware of the situation or perhaps not, but in any case, he found the package, saw the label and called me and personally delivered it AFTER his shift was over. He knew we needed it to be refrigerated ASAP as it was medicine for our daughter. He stayed in constant contact and let me know when he was departing to head our way. Note that he drove out of his way on a rainy Friday night to do this. Thanks Dan!

This office should either be shut down or given completely new employees/​put under new management.
I always have trouble receiving packages from UPS, but somehow my last experience really took the cake.
I waited home all day for an important package to be delivered. Around 9pm, I got worried and gave customer service a call.
I was told that the driver still had my package and was just running late. Alright, great.
So, I wait around for another two hours before finally checking the tracking for my package. «Receiver not available.» Huh? Nobody knocked. I was frustrated, but I thought I knew what happened. See, my apartment building is made up of lots of little condo like buildings. There’s a main/​leasing office half a block away. I figured «USPS drops packages off at the office, maybe UPS mistakingly tried that too. Weird that they’d think that a leasing office would be open at 11pm, but sure.» So I give customer service a call and they apologize, telling me that they will redeliver tomorrow and will even send a message to the driver that they MUST go directly to the apartment door.
Alright, great.
Next day
Guess what? Same deal. This time, I even see the UPS truck pull into the driveway for the leasing office. It’s a half a block away, so I’m watching to see if I should run out and catch them or if they’re going to walk this way. …why is nobody getting out? A brief moment later, the truck pulls out and leaves. I get the same notification.
Furious this time, I call customer service and demand an explanation. They have none. «Sorry, we will deliver it tomorrow.» I ask what happened, and told her that they had JUST pulled out. She refused to contact the driver, but assured me that she would leave a message telling them to come to the door.
I call back once I’ve taken a moment to calm down and let them know that I’d rather pick the package up myself.
Now, there was no good reason for all that to happen. The driver was simply lying about attempting to deliver a package. That should be unacceptable.
Given the amount of reviews, and I’m sure, complaints that they’ve receive with reviews exactly like mine, it seems that this behavior is overlooked and encouraged by the management in this office.
I sincerely hope that my future packages will make their way to other UPS buildings.

I work very close to this place and have sent many packages from here. Prices are not always competitive with the postal service and the process to type in your info to generate a label is outdated. But the line is always short, there’s plenty of parking and service is friendly.

I have been a customer for over 20 years and these people still can’t get it right. Another day of coming back to the office and seeing my UPS that was outgoing the previous night still on my bench. I have a great regular driver, but whenever he is off nobody else can seem to pick up my stuff. If you are a small business, or working out of your home, I would not recommend this service. Rain or shine, the US postman is at my door daily and never forgets me.

On Nov 30, I bought items at a store in Georgia to be shipped to Northern CA. On their tracking there are 5 days from when it was scanned in Georgia until it was scanned in CA. Then it was scanned before 1am on ¹²⁄₁₀. But due to operating problems, it was next scanned on ¹²⁄₁₁ at 4am and on route for delivery. Two different CSRs told me that it was on the truck and would be delivered by 10:30 PM.
I did not receive it, and now it is ¹²⁄₁₂ and their tracking says that it will be delivered on ¹²⁄₁₄!
I live less than a mile and a half of their SSF facility! Their hours are listed as M-​Th
I’m so done with UPS!

My package is supposed to deliver by Friday ¹²⁄₄. I waited the entire day for my package to arrive, and guess what, it didn’t show up. I contacted Newegg to ask them what happened to my shipping, and they told me that due to the large volumn of shipments, UPS was unable to deliver some of its shipments on time. This is not an excuse! If UPS guarantees the 3 day delivery, they should do whatever they can to honor it, and when they fail to do so, they should refund the shipping cost or arrange for Saturday delivery at least. But this stupid UPS center is f**king closed on weekends! That means my items will not be delivered until Monday! I’ve never had any problems with Fedex and Ontrac shipping, especially Ontrac, it’s very fast and accurate. Even usps is superier to UPS in terms of shipping dates and costs. It’s a shame that Newegg works with UPS! Because of this experience, I will never use UPS to ship anything from now on.

If I can give a –100 star I would! I always have trouble with UPS but this time was the worst. I stayed at home all day today waiting for two very important packages. The first package was delivered only because my dog notified me that there was commotion outside my apartment door. I went outside to see the UPS man PUSHING the cart of items away, when i went to sign he didn’t even say sorry or anything. There were also NO stickers left outside my door AT ALL. Even though I was absolutely pissed, I was glad I received it and my dad was able to have a working phone. My moms package though, was a whole new situation. I stayed in my kitchen from 5pm (I know when they usually arrive and strut by without ringing any doorbells because this is how UPS operates) to stalk the door. My dog didn’t bark, no door bell, no knock, no person opening the door to our hallway building… nothing. DING!!! whats that noise? Oh its a text message from UPS stating that: The receiver was not available at the time of the second delivery attempt. A final attempt will be made. @524pm. I was siting there… WAITING…NO ONE CAME! I ran outside to look at the door and not even a sticker was left! They never even attempted to come into the building to write a message! Furious, I called customer service where the rep, Juan was absolutely useless, had a smart mouth and was not helpful AT ALL. He said he couldn’t get a supervisor, couldn’t track where the driver was, cannot do anything to assist. So he said he will have it held at the headquarters for me to pick it up at South SF. Guess what? After hanging up with JUAN, I called the facility to find out IT WAS CLOSED! I can’t even get it until tomorrow before 6! But since he put in that request THEY WONT DELIVER IT ANYMORE! They can’t even delete that request which sounds so stupid. He not only couldn’t do anything, he even made a joke, «Don’t go running outside trying to get a hold of a UPS truck bc we have a so many and just because you go and get a truck doesn’t mean your package is there!» NO SHIT SHERLOCK HOLMES!
I called again and got a rep that was nice enough to get a supervisor on the phone. I’m currently still waiting for someone to get back to me and the time is 657PM.
Supervisor told me that shes able to ask where the driver is so that I can see when exactly I should be able to go to the FORBES location to pick up the deliver. But since its CLOSED, I still dont know how im able to do that. ON TOP OF THAT they said, «There will always be someone there for you to pick up the package» ORLY!!! REALLYYYY? Can I really trust you? Because UPS MAN OF SAN FRANCISCO, YOU HAVE ONE JOB and ONE JOB ONLY. And you can’t even do it correctly. Of course you will continuously do a horrible job because you have people supporting you telling you its okay to not do your job! =D!!! GREAT JOB YOU MUST BE SO PROUD!
UPDATE: 712PM
After 30 minutes on the phone with the second rep I now have to wait for the FORBES location to call me to come pick it up at 9PM.
THIS IS NUTS.
Talked to Melinda the Supervisor and told her the whole story. She first tried to back up her people stating that they cannot just leave packages outside without signature. I had to remind her that my situation is NOT about getting a signature OR leaving the package outside. It’s about LYING on doing your job. If you would just RING the doorbell, or just STEP to the front door, my dog would have barked you wouldn’t need to even touch the bell. But guess what no delivery attempt was made! But sending an update saying that it was!!! IS NOT OKAY. If I paid for something to be delivered, I EXPECT AN ACTUAL, REAL attempt!
UPDATE: 730PM
Driver IS LATE in returning to the Forbes location, he will come back at 930PM when it no longer OPENS according to staff at Forbes. Great.
UPDATE: 757PM
Called again, rep escalated me to another supervisor that isn’t in he US. She is helping me get a hold of the FORBES employees.
UPDATE: 811PM
Joy the other supervisor said they not only cannot locate the facility, they cannot get a hold of the driver by phone.
UPDATE: 903PM
After all the commotion and complaints they were able to get the driver to come back to my complex to give me the package! The person that was able to do that was Dan the Man! I had to meet him outside but thank god its in my hands now bc it was VERY important.
Out of every single rep I spoke to, every supervisor… DAN was the ONLY one that had good customer service. He ACTUALLY tried. Unlike all the other people that did not care! Managers, take some pointers on being human in customer service business from him! He promised to call me back and he did, he updated me on whats going on and what he was doing and even went above and beyond in trying to catch the driver for me and convinced him to return on my neighborhood that im sure he never came to at 524pm in the first place. Thank you Dan.

Long story short, I checked to see if my package was delivered and on the tracking update it says that it was SIGNED AND DELIVERED TO A RESIDENT I don’t even know in S. San Francisco which wasn’t the address on the shipping label from Amazon. Called that night and 2 agents were helpful and also confirmed that it was delivered to the wrong address. They told me a dispatcher from SSF will call me to let me know what happened by 10am.
Got a call today and that lady was nothing but rude! She told me that my package was mixed in the wrong load and that it was out for delivery today. I asked her how when it was SIGNED AND DELIVERED TO A RESIDENT. And she argued that it doesn’t say that on her end and that it says receiver. But I clearly can read and have a picture of it saying resident. She continued to argue back and be nothing but rude. I told her if she hates her job than to quit.
Overall this ups location has horrible customer service!

I used to love UPS. They were the best by far of any of the shipping companies or USPS.
Sorry to say this is no longer the case. Now they make only half hearted attempts to deliver to your house if they even do that and dump your packages at drop off points which are local businesses so that you can go get them yourself. How is that good for the customer.
Making you drive somewhere to get your packages when you paid to have it delivered to your door.
The only one it is good for is UPS who can leave all their deliveries some place near but not at your house like some sort of Craigs list curb alert.
To add insult to injury, these drop points are located where they is no parking so even if you want to go pick up your packages you can’t without risking getting a parking ticket which in in SF will cost you more than the package is worth.
So your only recourse is to walk several blocks to these drop points hopefully while it isn’t raining and make like the Incredible Hulk and carry that heavy or bulky package up and down the hills of SF back to your house.
Good job UPS. You are now the clear leader in the race to the bottom which you are winning at supersonic speed.
Needless to say, I will be doing everything I can to avoid online sellers who ship via UPS and will be letting them know why.
Now I must go carbo load for my expedition to the
drop off location at Sun up.

2 times I’ve ordered on Amazon and this particular location delivered the package claiming a delivery was attempted but went straight to a UPS access point. On the delivery date they simply posted a sticker on our door when I had already given them our condo access code and I was home, patiently waiting for a ring or text notification.
Anyways, I received my first package through the Ups access point and the package was beat up and torn up. My next and current one was suppose to be a 2 day delivery to be delivered on a Friday, and because they don’t do Saturdays and Sundays they’re «delivering» to the access point on the next Monday.
Really bad experience! Specially when I had 3 other orders, that were ordered at the same time as the items from UPS that came on time in one well packaged delivery box via OnTrac right at my mailbox.
I know I can’t really make choices on certain deliveries but I really really hope that UPS looks into the management and operations of THIS particular location. I don’t usually run into many UPS issues but this place sums it all and almost breaks the brand for me.

If I could only give a 0 star to this place I would. Worst customer service I’ve experienced in a while. First of all they LOST my package with no explanation as to how they lost it. All they said was that no one has seen it ever since it went out for delivery. What kind of customer service is that? At least have some explanation as to how it was lost.

I went in there today because I accidentally wrote the wrong city (instead of San Francisco I put South San Francisco). Once I got in there I didn’t have to wait that long, a very nice young lady who had helped me at front was very professional and I was in and out in no time.

No note on the door. Instructions say no signature required. You’re closed Sat & Sun? What’s that about? FedEx is open all day Saturday! Geeez!

Absolutely terrible. I have packages sent to my SSF business address for work equipment and supplies on a semi-​regular basis.
This has happened several times: I’m sitting in my office, with the door unlocked, with a sign on the door that says, «UPS please open door, we are here» — but I get curious after a few hours and then check the tracking link, and the website says «Delivery Exception, recipient not at the address.»
I look outside, and there’s no notification slip on the door, so I have no way of knowing if they even came to the correct address. Nobody knocked, and no one left a slip.
UPS Driver, you literally have one job. All you have to do is go to the right address and deliver a package.
I have never had a problem with UPS for my home deliveries in San Mateo, but SSF deliveries seem to be a mess.

I order a package. I choose three day shipping so it will be here last Friday. My wife is home all day, says the door did not get knocked on.
I get home and call UPS, some lady says they are going to re-​deliver my package I paid extra for. She states that the package will be here before 7:00 PM as the trucks go back in by 7:30PM. My wife and I wait around until 8:00PM, and there is no packaged delivered. We were both six feet from the front door the entire time. I talked to the lady at 5:30. That’s right, we waited around for almost three hours.
It’s not surprising this distribution center has a 1.5 star rating. I paid extra to get something delivered in a timely fashion, and you dropped the ball. Will I get a refund for this? Absolutely not. Instead I get to drive up to San Francisco and pick the shit up myself. Thanks UPS!
I will now do everything in my power to never use your services again.

UPS always treats me well. Only time I come here is to drop off a parcel that I forgot to hand to our driver. Just like today. We have a on route pickup twice a day so he came by at 10AM and will come back at 4:30 but I will be leaving early so dropping a package off here is easy before I head to the airport.
Since we are a business we have access to all inbound shipments via Quantum View but home users should sign up for UPS My Choice which is FREE and you can redirect packages, upgrade SurePost packages sent to you to Ground for $ 3.00, have confirmed 2 hour delivery windows with Premium service at $ 40/​yr but the free service works great. You get notified when something is shipped with expected delivery date, and exception alerts, day before alerts, day of alert, and when delivered notice via email, txt, voice and push notification via App for iOS, Windows, Android. You can also specify to leave with neighbor, hold at UPS location, deliver to access point, and sign for packages that need to be signed for.

I forgot that I was receiving a package today so I left my place. I came back to find a slip on the front porch. No tape and no clipping under the rug? What if the slip flew away? Also my housemate was home the whole day and said she didn’t hear a knock on the door. The slip said a staff will return the next day at 2−5PM.
The next day I was about to leave for an errand at 12 so I’d be home before 2. The delivery guy showed up around 12:05. If you’re going to be early, at least send me an email or give me a call. What if I wasn’t home?
I also called customer service on the original delivery day because it was my first time missing a package. The first person I spoke with said I could sign an authorization for the staff to deliver at an alternative address. But I called in a second time and the other staff said this service does not exist. Get your facts straight!

I see why this place got 1 ½ stars. UPS dropped the ball and left a note in my mail box saying a package they attempted to deliver was not delivered and to come to their customer center to pick it up.
Well I drove 15 minutes to have them tell me it was delivered and that I called them and had it rerouted to another address. That’s odd bc I didn’t call anyone, didn’t receive a phone call or a package!
The customer service rep had nothing but matter of fact attitude and no apology whatsoever and insisted they were not at fault. A simple «sorry for the inconvenience» instead of «well you called and had it rerouted so it’s been delivered» would have avoided this negative review. She had no concern whatsoever that I haven’t received my package.
UPS is the worst. I’ll use FedEx or USPS over them any day.

Does the UPS delivery guy know what a doorbell is? Apparently not. Last Friday evening I’ve been sitting next to my front door for almost two hours reading a book and waiting for my package. But at 7:26pm I checked my tracking and it showed «at 7:15pm first attempt missed, will delivery again on Monday». Are you kidding me? I was two steps away from my front door. If he would just rang the doorbell or knocked the door, I would’ve heard it! Not to mention my apartment is next to the street where they usually pull up. I can hear every single truck that pulls up, even with window closed. And guess what? I didn’t hear a thing, hence why I checked my tracking info to see why he’s not here yet.
For the delivery guy:
You, the delivery guy, applied for this job and accepted the offer and duties when you’re hired. It is your job to deliver packages. If you don’t like to deliver packages or ring doorbells simply quit your job, so someone else who actually wants the job can get it!
For this UPS location:
It seems like a lot of customers are receiving bad experiences from this location. Maybe it’s time for you guys to reevaluate yourselves. If I were working for a store or company that’s getting such low reviews I would feel ashamed.

I purposely stayed near the door waiting for a doorbell ring or a knock for an hour. Nothing. I go out to check the mailbox and a note is waiting. Apparently, they like to just drop notes off instead of DOING THEIR JOB, which is deliver parcels to the customer.
I called customer service and they tell me that the customer service center will call me within an hour to tell me when to pick up the package. Come to find out, the center is CLOSED on Fridays! Awesome! Thanks UPS. For nothing.

This place is just a bunch of crooks and time wasters!
I had a package that was supposed to be delivered for 1^st attempt yesterday to my office…
No driver yesterday so I didn’t think anything of it since they are not supposed to leave a package outside of a business on the first attempt… Oh was I wrong.
I checked the status of the package this morning only to find that it was supposedly delivered and left out front last night. I figured that one of my customers had stolen it so I pulled up the footage from the SECURITY CAMERAS… and low and behold the driver pulled up and never even got out of the truck.
So I call to file a grievence and I keep getting the run around like oh the package must be lost and we will put a tracer on it and contact the shipper…
What part of «I HAVE CLEAR FOOTAGE OF YOUR DRIVER NOT DELIVERING THE PACKAGE AND DRIVING OFF, BUT IT IS STILL MARKED AS DELIVERED AND WAS NOT RETURNED TO YOUR FACILITY»
Just an absolute waste of time and effort!