UPS Customer Center

UPS is the worst shipping company ever! I would rather go the dentist 5 days in a row than walk into this awful facility!

No clue what everyone else is talking about but the customer service that I had the pleasure of experiencing today was phenomenal. As I was walking in struggling with finding my tracking number, one of the employees told me it was fine and asked for my name and some info about the package. Asked for a photo ID and went off to retrieve my package. The other fellow employee came over and helped his co worker out by punching in some info into the hand held device, which I then signed once the other employee came back with my package (nice team effort and efficiency). Awesome customer service and if UPS cares to read this review, my visit occurred on June 3^rd, 2016 between 12:30 and 1:30pm.

I called ahead to find an office open past 630, UPS national customer service stated «this office is open till 830». Showed up at 6:50, to have the service rep say «hope your not trying to mail those, Im closing now!».
Seriously why even answer the phone if your reps just give the wrong information. I will say that Im switching our companies carrier to fed ex when I get into the office tomorrow, tired of stupidity! Beauty of being a business owner.

Totally understand why this location got 2 stars, they suckssss big time !!! 2 of my packages got mess up & they keep telling me that they will fix them, between the city of FootHill ranch & Lake Forest they both shared the same zipcode, so they need me to fix them, anyway they was so rude to me !!!

Paid extra for quicker delivery. Bad move, I am sitting at the office at 5:30 pm on a Friday night still waiting for a stupid $ 30 bag. Why am I here at 5:30 on a Friday? because they said it would arrive on Wednesday. No matter that I gave them authorization to leave it without a signature if nobody was here, no matter that I told them to put it through the slot (it will fit), or leave it with a neighbor, or just at the office door. No matter that they have been carting it around in their truck for 3 days. Now on hold for 45 minutes, and finally the «supervisor» connects, and answers the question «how am I going to get my package?» with, (quote) «I don’t know.»

The customer service is nonexistent. Other than an automated computer there is no one to physically speak to when an issue occurs… Pretty ridiculous

This location will NEVER deliver packages to condos with the correct address. We are on the top third floor and it appears the drivers simply refuse to walk up 3 flights of stairs to complete the delivery. Fed Ex and USPS deliver every time, UPS simply never gets it right. Extremely disappointing this location refuses to follow through and deliver services that have been paid for… total SHAM!

I understand it’s the holiday season but every package I have that was supposed to be delivered in the last several weeks has been days late, damaged or lost. This is absolutely unacceptable. Hire more people during the busy season. Unfortunately 90% of retailers use UPS rather than the postal service or FedEx so we have no choice here.

This UPS Customer Center is actually the Aliso Viejo Hub for South OC. I’m so happy I live right by it. I remember way back when I lived in Irvine and had to pick something up from here. I thought it was so far away. Fast forward, years later and I actually live by it.
Whenever I have a package that I can’t personally sign for, I have it sent here to pick up on my way home. It’s convenient and has plentiful parking. They are open until 7 pm on the weekdays and they have Saturday hours as well. The lines are generally short but they are only staffed with 2 in the front so your wait time can vary.
When picking up your package, bring your ID. I’ve seen people turned away because they don’t have proper identification. Why in the world would you drive here without your license? It boggles the mind. Anyway, be prepared and you’ll walk out with your package in a short amount of time. The attitude of the staff can also vary but they deal with people all day, so think about how you’d feel in their shoes.

My order of a microwave oven was not in front of my door but UPS site said it was delivered. After contacted UPS customer service, the response was someone will call me next morning. I waited a few hours passed the time then contacted customer service again. This time a crazy woman called from Aliso Viejo. She said ‘don’t call UPS, call your seller, click’. I recognized the crazy woman’s voice, she was the same person handled my last case. Two of my packages walked away from my front door. She was as nasty as before. She can’t be bothered for any more missing packages.
So I contacted Bestbuy. The customer service gal was very helpful. She reshipped the order as I requested to the store, so I can go pick it up. I just knew it was too good to be true. UPS sent an email later that I had to sign for the package. Bestbuy told me they didn’t request for a signature, but the package was shipped to my address because they couldn’t change the shipping to a store. UPS Aliso Viejo added restriction on my address for any shipping by UPS requires a signature. I knew it was that crazy woman’s decision. Who’s going to take time off from work sit at home for a $ 100 microwave delivery? She shouldn’t be at her position if she hates customers and hates handling missing packages.
I live in a safe city, a locked gate in front of my house. I feel sorry for the UPS drivers have to deal with this crazy woman. She may be a supervisor. Those drivers should have left the packages behind the gate.

In anticipation of receiving our pre-​ordered new iPhone 6S packages today on Apple’s Launch day (⁹⁄₂₅), I went online on my UPS account the day before and requested both packages to be held at the UPS Customer Center (CC) so I can pick them up early around 8am. Typically UPS delivers in my neighborhood in the afternoon after 2pm and I didn’t want to wait that long. When I got here around 8:15am, there was still plenty of parking near the CC entrance. When I came up to the entrance I saw around 8 customers in front of me waiting in line to pickup their packages. I noticed most of them were also picking up their phone packages. There were 3 UPS employees working the pickup area and it took about 10 minutes of wait time before an UPS employee took my tracking numbers and then within a minute retrieved my two packages for me. Very pleasant experience here picking up my iPhone packages early and I may do the same thing next year when Apple comes out with their next iPhone models. This beats waiting in line at the Apple store. :)

There was construction on my street and I guess the UPS driver couldn’t be bothered to get out of the door and deliver a package (I ordered two day delivery because it was time sensitive). I was home at the time of delivery, with a guest, on my porch, at the supposed «time of delivery» that never was attempted. Never had a problem until this enormous mess up! Now, because of the holiday weekend, I am completely scrambling to rectify this problem, with no help from UPS. If you call the customer service line provided, and you speak to a young woman named Lexi, just ask for someone else. She’s absolutely no help!

Bittersweet. The only reason why I come here is when the darn UPS driver in my neighborhood delivers my pkg & it gets stolen. My house has two wooden pillars on the front porch so why not deliver my pkg & tuck it behind the damn pillar so thieving criminals don’t snatch it off my porch??? Hm? What a concept! With that said, when I do come to pick up packages here it’s pretty easy. That’s why they get 2 stars instead of 1 :)

Sorry but screw this place I ordered a package I really need it and they «attempted delivery» on Friday, but I never had a notice on my door and I was home during the time they said they came over. I called them and they said they would try again on Monday. I obviously need the package so I called and said I would pick it up Saturday they said no problem they would hold it in their facility. I just drove all the way down here to get it and they said sorry they accidentally loaded it and locked it in their truck and they can’t get it. Thank you so much for wasting my gas and my time.

Super friendly customer service. I was quickly assisted in walking in, was in and out within 5 min.

The staff I’ve encountered at the Brookline store, to date, has been pleasant; however, their home delivery service needs great improvement in communication and, in one known case, honesty. During one particular expected delivery, we’d all stayed at home, awaiting a very important package. With windows open, we anticipated the sound that we all know so well, of the UPS truck on our street. That sound never came, nor was that delivery receipt (which we are also all familiar) left on the door — however, when we followed up at the end of the day (after inefficiently waiting at home all day), we were informed that the driver noted we were not at home! They offer only a 30-​minute window (8:00−8:30 P.M.) in which one may pick up a package. Once we were made aware, we barely made it in time, to retrieve our package.
With all of the stores scattered within our vicinity, it’s frustrating to miss a package — to realize we’ve got to drive out to the Aliso Viejo location, within that 30-​minute window, in order to receive our delivery.
Being that the (recorded and robotic) Customer Service line was of little help, I turned to their website’s UPS Live Chat, in which I’ve been waiting for over 35 minutes now; initially, I was advised that an agent will be with me in 19 minutes (What?!); however, as the timer reached that last minute and I felt myself calming down, feeling that I’ll be acknowledged soon, the estimated time re-​set… more than once (to an even longer wait). Ahh… an agent does exist and acknowledged my presence (and quickly answered my question), after 40, l-​o-​n-​g minutes.
When a delivery is successful, great (therefore, the additional star); however, we’ve come to absolutely DREAD missing a delivery requiring our signature, making pick-​up so inconvenient and frustrating! It’s come to the point that we’re going to start asking which shipment method is used; if UPS, we’ll strongly weigh whether we want to sign-​up with certain companies. We’ve certainly never experienced such frustrations and inconveniences with FedEx or GSO. I really want to like you, UPS.

I find it funny that my previous review of this location was reported (probably by the UPS employee) and removed. Oh well, I will simply post it again with fewer expletives and no names.
I’m not sure why this location is listed as CLOSED, when it’s a fully functioning customer pick-​up center. That aside, this place is just a horrible experience and really should be closed.
I received an email notification informing me that my package would arrive on ¹¹⁄₄. I made arrangements to pick up at the UPS center on ¹¹⁄₄ so that I wouldn’t have to wait at home all day to receive the package (this one required a signature upon delivery). On the evening of 11/​3, I get an email confirming that the package had arrived at the center for pick up. Cool.
On the morning of 11/​4, I call in to make sure the package is ready for pick up. Some guy with an accent tells me that the package isn’t there, and that UPS is delayed and that I should disregard the UPS email notifications. I asked when the package would be ready, and he said he didn’t know, and that I should continue to check UPS online tracking. Really? But you just told me that was inaccurate…
I go online and change my package instructions from pick up to delivery instead. Not ten minutes later, I get an email saying that my package will be delivered today (¹¹⁄₄) by the end of the day. I contact UPS online through MyUps, and receive further confirmation that the package will be delivered today.
WHY WOULD YOU TELL ME THE PACKAGE HAS NOT YET ARRIVED AT THE CENTER WHEN OBVIOUSLY IT HAS, OR IT WOULD NOT BE ON A DELIVERY TRUCK FOR DELIVERY THAT SAME DAY.
I think the reason why this employee said the package was not there for pick up is because he wanted to avoid having to sort through the mail to find all the pick-​up packages. So he waits until the delivery packages are first picked out to be delivered, then what is left at the center will only be for pick up — saving them the trouble of double sorting.
Don’t do business here.

Horrible service, no coordination at all!
I received the first attempt delivery notice last week (½/​15) and called on Saturday (1÷3÷15) to place a hold on the package for pickup because I won’t be able to sign and received it at home. Customer service said the package will be ready for pick up on Monday 1÷5÷15.
I didn’t go on Monday and I RECEIVED ANOTHER NOTICE SHOWING SECOND DELIVERY ATTEMPT WAS MADE ON 1÷5÷15, after I specifically requested the facility to hold the package and was assured the package was ready on 1÷5÷15. If I went, I would have wasted my time and gas cause the package WAS NOT at the facility as arranged!
Called again on 1÷6÷15, after long hold and call transfers, someone worked at this facility said the package is out for delivery AGAIN and I could go pick up after 8pm!
Clearly this was no coordination within UPS and this facility is the worst ever. Very disappointed.

When I got there, there was only one person who was out in the front. Thing is, I didn’t even know she was working there. She was out on the floor and there were a couple other customers waiting around. After being slightly surprised when she went to the register, she was nice and helpful. There was a bit of confusion because someone else came out of the back to help the guy behind me, who was brought to the same register I was at — that was a little weird. He ended up not being able to pick up his package because it was in a truck at the center and I guess they didn’t want to go pick it up.
If you can flag down an employee and have everything filled out online, the transaction can go smooth.

UPS takes ZERO accountability for lost packages.
My mother came here to ship out a package to me. She wanted to make sure that the package wasn’t left at my apartment unattended, but was promised by employee A.V. that all packages going to apartment complexes require a signature upon delivery, so no need to worry. Had we known there could’ve been a slight chance that the package may be dropped off unattended, we would NOT have released the package. Not only was the package valuable, it was sentimental.
Day comes when I’m supposed to receive my package. I receive nothing, but UPS tracking says it’s been delivered, or more specifically, DROPPED OFF at the front door.
My mom goes back to the store & speaks to the same employee, who again, confirms that the package should have required a signature. We have contacted corporate UPS, who claim that, «In order for UPS to release a shipment without obtaining a signature, the delivery address must be either a single-​family dwelling or multiple family dwelling with a private entrance. UPS will not release packages that are shipped to commercial addresses or apartment/​condominium complexes. The decision on whether or not to release a shipment is ultimately up to the driver’s best discretion. The goal is to deliver shipments in a safe area, away from public view, and protected from the weather.»
We live in a busy apartment complex with no private entrances — our front doors face the open, and are easily accessible by the public. Basically, the driver can do whatever he/​she wants.
It has been 2 weeks. My package is gone. I’m over my package, but what I cannot get over is the fact that nobody is taking accountability for what has happened. I am absolutely appalled & upset that the store employees do not have a clear understanding of their company’s shipment release policies. There were actually TWO employees at this store who fully believed that all apartment complex drop-​offs require a signature delivery. When I contacted corporate and told them about this, they claimed, «each store is privately owned, so ???» Management really needs to train, inform, and educate all of their employees so they are fully knowledgeable about their company’s policies & don’t offer false information to their customers! Unbelievable :(
We have never had an issue with UPS before, but after this incident, we are determined to never use their services for business or personal use anymore.