UPS Customer Center

I was supposed to get a package that required a signature on x date. Made sure there was somebody home all day, and I knew that my doorbell was working. Checked the UPS tracking tool regularly throughout the day and all of a sudden… I saw something along the lines of failed delivery attempt, customer not home. I immediately contacted my roommates, who said that they had been home all day and that no one rung the doorbell. When I went home that night, there was no note on the door. Immediately wrote to UPS to complain.
My package was supposed to go to a pick-​up place across the street from me the next day, but for some reason my complaint triggered a change in delivery plans even though I had not made a request for anything like that. Around midnight or so my package was rescheduled to go back to my apartment. I could not guarantee that someone would be home all day the next day, especially since that was not the original delivery date. Immediately called customer service to make sure my package went back to the pick-​up place. Customer service said no problem, the driver will call to confirm. Driver didn’t call… it was the local UPS facility. Woman denied my request, gave me attitude, and said that if I didn’t get my package that day that they would just see what happens Monday. Complete unprofessional, especially for an industry that charges exorbitant amounts for quicker deliveries.
I ended up waiting on the steps of the lobby that night to make sure I was there to sign the package if it came. Luckily I was there to meet the delivery guy in person and did not have to deal with the atrocious service at local UPS again.

Wish to mark –1 star. Avoid them.
Absolutely horrible experience: irresponsible and unqualified driver, who lied and played trick to refuse customers.
We scheduled pickup for 3 large boxes on Monday. The contact lady said we can’t pick up at 8:30PM (though selected online), and she promised the driver to come at 6PM.
Here comes the exciting part: I get the boxes ready at 4PM, and waited till 8:30PM. Nobody came. The next day, I waited. Nobody came. WORSE: I checked status online, the driver marked :“PICKED UP PACKAGE SUCCESSFULLY”.
We called again, for over 5 times to this Watertown UPS location. No response during the day. We called UPS official customer service to file complain. Then, the Watertown office lady calls back, forced by their supervisors.
Finally we scheduled a again at Wed. night 6PM. We specifically said: we need help to move the boxes, it’s on 3^rd floor and they agreed. At least, we hope the driver to bring the lifting tools.
HERE IT COMES: the driver pressed the door bell at 5:45PM, and refused to come to upstairs. I had the feeling that he attempted to leave; same moment, he already reported to his supervisor that the customer is not at home (another lie), just in 60 secs! I ran down to 1^st floor, because he refuse to speak via door bell or call me.
Alright, he started yelling at me, «where is the package, you have to bring it to downstairs». I explained that we’ve scheduled online, and need help to move, all agreed on the phone call to the office lady. No, he refused: «I’m not going to upstairs. I’m leaving. Leave it at the entrance door and I’ll pick up tomorrow».
Now I understand what’s happening: He did not want to pick up anything at all, lied on Monday saying package is picked up. He just didn’t want to press the door bell, didn’t want to call, and he just want avoid the job, right now right here. But I caught him.
I said it’s not safe to leave the 3 boxes at entrance door.
He called the office lady and started complaining, saying to her ‘you made my day, blah blah …’. I was offended by this attitude and the way he is humiliating the customer. He find all kinds of excuses just trying to leave, and he sounded like it’s the customer’s mistake.
The office lady just said, «we are not moving company, we don’t go upstairs». What about when you agreed on the phone this morning!? Hey, UPS, why do you give the option online and allow to explaining the situation?
Alright, shipping package is more important, so I said, do you have the lifting tools that I can borrow? I asked because once a UPS delivery guy from Andover MA helped me quite well, and of course that guy has the tools for lifting boxes.
NO, he said no, and he said he didn’t have any tools ever on his truck. He sounds like «What are you talking about lifting tools!?»
I was shocked. The office lady again, says coming back tomorrow. I’m angry and offended. I said, alright, I’ll move it now, «do you have 15 minutes to wait for me here?»
The guy, again, looks like I’m going to steal his $ 15,000 of money and he’s going to refuse. There is no way to deal business with these guys from UPS Watertown MA.
Then, the office lady says he’s scheduled to be here at 6PM to pick up, not to wait, blah blah … here we go, I caught this line and I’m going to defend my right and sort this out:“Now it’s 5:50pm, and I still have 10 minutes. How about this? I use my 10 minutes, and you just stand here and watch!“
The guy is speechless. For a moment, I can feel that he knows I’m angry and he’s completely at a wrong position so he didn’t say anything. I confirmed about this and went upstairs. Then, in 7 mins, I moved 3 boxes to downstairs, wrote all tracking number on the boxes.
MORE dramatic part: UPS usually measures the weight of the boxes the give a exact price at pickup. This guy, didn’t say anything and is going to drive away. I went outside, and was hoping to at least sign some paper work.
He turned around, and I can remember his face for a while, and said with terrified tone: «What are you following me for!?»
OMG. Is this how you treat your customer??? You truly made a new record on my UPS experience.
You don’t say anything about the packages and didn’t even say ‘you are all set’, and just questioned the customer, sounding like I’m going to hit you on the face. Yes, I am quite angry at the moment, but I’m not stupid.
I hope the driver was just having bad day or bad week, and could be nicer next time. I’m not saying bad words about any specific person, but dude, this is not how you treating your customer.
Maybe UPS rules are different from place to place.
1. I respect the rules not moving boxes for customer, but at least, you can carry a lifting tool, especially given 3 days to prepare (because they lied about 1^st schedule on Monday so they know the situation).
2. Even you refuse to be helpful, but you SHOULD NOT, EVER, lie to the customer and avoid the scheduled job.
I hope their service could improve.

Worst experience ever! Use FedEx instead if you’re debating whether to use FedEx or UPS. UPS does not stand behind their deliveries. We shipped a package business to business over the holidays. UPS delivered to the address but DID NOT CHECK the business name. They handed over our clients package to ANOTHER business. The package is currently lost and UPS refuses to retrieve the package or open up a claim to try to locate the package … this is their «Universal Department». I was told by 5 different agents at UPS that they would open up a claim for me, and that a claim was actually opened up, and I’d receive a return phone call with a «resolution» within the hour. Two days later, I ended up with Andrew the supervisor who said they never in fact opened up a claim and basically it was just too bad. Nothing we can do for you. So now our customer is out $ 20K and we’ve lost them as a customer and they lost their customer which was millions of dollars in business to them. Our combined companies provide the globally that keep the world moving. Components in airplanes, military tanks, washers/​dryers, hospital beds, radio’s, cell phones, you name it, we are part of the global manufacturing world that keeps the world moving. Needless to say neither one of our companies that provides huge business to UPS will be using UPS in the future. Nor will we be referring any of our large clientelle to UPS as a courier. Disgraceful company. They should be ashamed… well here it is months down the line and someone shipped me an important notarized document ups and you guessed it, UPS lost my package. It’s been two days now and still waiting.

they did not even rang my door bell which is working and just left a note saying first attempt, i even left a note on the door saying they can leave my package at the door. Now i will have to wait another 4 days to get my package which was a gift for someone i was suppose to give ugh.

Similar experiences to previous reviews.
Waited at home two days for a package that required a signature, and not once did they ring the doorbell (instead, choosing to leave a note that said I wasn’t there). I finally called to tell them to just hold it at the center so I could pick it up.
When I went to the facility (which is also very far out of the way for me, since I don’t have a car), they told me someone had apparently gotten through half the form and just forgotten about it, so the package just stayed on the truck, neither being delivered nor being held anywhere from which I could pick it up. They told me they couldn’t do anything about it, which is ridiculous, and referred me to the 1 – 800 number. After waiting for half an hour for a representative, the rep told me she couldn’t do anything about it, and referred me to the website. The website was down. Are you serious.

If you have the option to have purchases delivered by another company, take it!
Thus place is a hot mess. I sat at home for two days waiting for a delivery that needed a signature (and, yes, i did want to sign in person because of its value). Each day the driver left a post-​it saying they couldn’t deliver it because I wasn’t at home. How would s/​he know if they didn’t try to ring my apartment?
I called customer service each day, was on hold for hours, reached people who couldn’t do anything, and never got the promised callback from this location’s management.
I also filed a formal complaint for which there was no action.

Wow, can’t help but to reiterate the comments below. UPS customer service is absolutely horrible. Not only did they FORGET /​LEFT my package at their warehouse twice (are you kidding me? you have literally one job), but when I called to ask for a window for the next day, since you know, most people work at 2:00pm, they provided me with the very useful information that it could be delivered at anytime between 10am and 8pm. Well, I guess if put in for vacation at work to wait for it at home, I should be good to receive it sometime 2015.
I would never use them for my own business. Was told I would receive a call from the warehouse within the hour. Obviously, that never happened. Was told I could pick up the package if I wanted to. Yea, cuz I want to do your job… that’s why I picked «pick up at UPS warehouse, due to incompetence» on the delivery options when I made the purchase.

Simply DO NOT USE UPS. They will steal your package and time.

Absolutely horrible customer service experience. Went one night after UPS has mistakenly re-​routed my package to the warehouse, only to be told the package could not be found, after waiting for 30+ minutes in silence in a security shack! Saw others treated the same way with no respect for their time or plight. Was forced to come back the next day to the customer «service» center attached to the warehouse (less than 1000 ft away) where my package had miraculously been found.
If you value your time, DONT have your package sent to this place.

Can’t speak to all the terrible reviews, but my experience was just fine. I came here first thing in the morning and picked up a package. Staff was nice, but I could see why this place might be a bit hellish in the afternoon, unless they really increase the number of staff… which I doubt.
Treat it like all logistics stores: go early and bring some headphones to listen to music in line. You do those 2 things and the package delivery aspect of your life will go much better ;)

I wish the vendors we work with used another delivery service. Our driver out and out lies (no one home when we were, packages delivered but not there). And customer service line is equally bad. They basically don’t believe the customer.

UPS is inconsistent at best but after I had a package shipped from Watertown, MA to where I live, THE TOWN RIGHT NEXT DOOR, Somerville, MA. However, UPS in Watertown, MA shipped it to RHODE ISLAND… now I’m waiting longer to get my package of course. Thankfully it isn’t something I need in a certain amount of time, but still, they are not to be trusted.

Horrible people, horrible customer service, big business anonymity, they literally don’t give a shit about you or your package. I talked to like 15 different people through phone, e-​mail, Twitter, in person and not one was helpful or even empathetic. I literally would have been better off flying to Portland to pick up the package myself!
Package got locked in a trailer 5 minutes away from my house at their distribution facility for 2 ½ weeks and they were unable or unwilling to either let me pick it up or deliver it. It got to the point where I had to initiate an insurance claim for a lost package before they decided to deliver it the following day… Main reason why I use Fed-​Ex for my commercial shipping at work; 1000% more reliable.

Look at that! My first 1 star of the year!
Package sat here for over a week because the substitute driver thought our location was closed. Time sensitive material that was needed last week just sat there in Watertown. Spoke with Jessica today to figure it out. Not only was she short, snippy and RUDE but I spent more time on hold while she «checked her records» than speaking with her. Once I was informed there was nothing she could do, she rushed me off the phone lightening fast. Unacceptable, completely unacceptable.

This delivery facility stinks! They claimed they couldn’t deliver my package yesterday for «adverse weather conditions», even though it was bright and sunny. it even said «out for delivery» up until 630pm. And when they notified me, it was after pick up hours.
Today it said «out for delivery» again, then I heard the buzzer at 7pm. I buzzed them in, ran downstairs only to see my packages left outside in a SNOW BANK and the 2 UPS delivery men walking back to their truck. I yelled at them and they said «sorry it’s been a long day». Do you think I care? It’s YOU JOB.

I have a pretty great US post office near my home, but this place is beyond fantastic. I’ve showed up with a loaded gigantic hockey bag that needed to get from Boston to Austin Texas in two days and it was no problem. and, amazingly cost effective. The people there made it happen. And didn’t require a bank loan.
They will help tape up your box when you arrive looking clueless. I’ve seen them help so many «Help Me’ folks like me. They walk thru the process with you and will even give you an unused box if its available.
I love this place. really. nice. people.
The hours are a bit limited, but during the open hours the employees are so helpful.

UPS should stand for «U Pieces of Sh*t».
All the incompetent people in the world seem to be working as UPS. Their goals are to be stupid, not give a crap, and assign random addresses to «undeliverable packages».
I made the mistake ordering a package using an incorrect address. (Yeah, shame on me. I should have known better.) When I caught the mistake, I contacted UPS immediately to provide them with the correct address. That was an experience in and of itself as the employees handling their live chat service are brain dead and can’t seem to handle the simplest of tasks.
After several confirmations that the address change would be processed, my package never arrived. I contacted UPS once again to confirm that my address had been changed successfully. They provided me with a completely RANDOM address that I had never seen or heard before. This time, I asked them to hold onto my package so that I could pick it up at the facility. A few hours later, the status of my package indicated that my package had been delivered. WTF?
I contacted UPS for a third time and of course, they had delivered my address to the WRONG address they randomly selected for me. I immediately left work to track down my package and had to wait, like some creep, for a resident of the apartment complex to let me into their apartment so that I could «check their mail.» Lucky for me, my package was there, but opened (yeah, seriously… someone opened a package that was not theirs. this is the world we live in… mfkers). Thankfully, everything was in there and I finally got my package after jumping through garbage mountains.
This is the second time UPS Watertown has messed up my package delivery services. Last time, the driver just randomly handed off my package to a guy named Steve. The delivery notes were ridiculous — «Met with customer man.» Dude! Was the name on the package Steve? WTF. Shame on Steve for accepting a package that was not his! Wtf is wrong with you!!! P. S. STEVE: Your wife/​girlfriend is a real prize too… NOT REALLY.

Actually the worst human beings work here
Unhelpful
Not sympathetic
Evil
Rude
so disrespectful
I actually am annoyed, frustrated and angry

Review is for this location and overall UPS Customer Service.
My work office was closed on Friday, August 1^st due to a company event. I was expecting a package (a laptop) to be delivered that day from California and because no one was going to be in the office, I called UPS to request for the package (I provided them with a tracking #) to be rerouted to the Arlington St. location for a pick up that Friday afternoon. Ok — picked up my package and everything was dandy.
I ordered a fridge from Staples early of last week and received a confirmation email that it would be delivered by UPS on Monday, August 4^th to the work office. I checked on the tracking status and it indicated that the Receiver requested for this package to be rerouted to the nearest facility for pick up. I did no such thing for THIS package.
I called UPS and explained the situation and I swear the customer service people only know how to say «Ma’am» after every sentence. It was getting really irritating. The rep assured me that he would send a note to the facility to have the package redelivered the next day.
The next day, Tuesday, I received a phone call from 617−923−3101 at 8:19am advising me that the package is on the truck for delivery. Great! …Sike. Waited all day and the package wasn’t delivered. The tracking # I received from Staples originally still showed a status that Receiver requested the package to be picked up at the facility. I call UPS customer service again and the woman kept calling me Ma’am after every sentence. She said she was going to send a note to the facility to have them redeliver it again. Déjà vu anyone?
Wednesday… Haven’t received anything yet. Called UPS again and this rep at first said the package was lost. I explained the whole story and then she assured me again that she was going to send a note on «High Importance» to the facility and someone at the facility call me when the package is ready to go. I receive a call from the same number at 1:43pm advising the package will be delivered.
It’s Thursday. I have not received my package. I called UPS and entered my tracking number again the automated voice message said an attempt was made yesterday (Wednesday at ~3:30pm) but no one was there to receive it. There was no knock and no doorbell was rung. Called UPS again and the rep said it should be delivered by end of day today (don’t forget all the ma’ams).
Yea, okay. It’s currently 2:33pm. Let’s see how this goes.
UPDATE 2:55 PM
Got a call from 617−923−3101 basically the conversation summed up what I already knew 1). an attempt was made to deliver yday but no one was present to sign. Then she said the actual problem is that the shipping to address is incorrect!!! I told her to double check that because that sentence would completely negate the fact they tried to «deliver a package yday». She put me on hold and apologized because the guy at the customer service desk misread the address. She said she’s going to work with the same guy to have the package for delivery tomorrow — FRIDAY. I won’t hold my breath.

Staff is super friendly. Shipping is super easy.
I came in 30 mins (5:30pm) before closing.
I was in & out.