UPS Customer Service

I had a gift shipped to me via UPS that I didn’t know to expect. After missing it for two days and signing off on the slip in case I was out the third day, the final attempt still occurred while I was out. The driver chose not to leave it or take it to an access point as the slip promised, but sent it immediately back to the company it came from in OK. When I went into a store to see if it could get back to me I was told there was nothing they could do and I’d have to pay once I found out how to get it back, even acknowledging it was the mistake of UPS. When I called an agent I was told again it was out of their hands and not their problem and they had no way to help me even though it was their mistake, and it was essentially my fault for not being home during the day. No one once did anything to try and make this right for me.

I ordered a birth certificate from P.R. it required a signature and it was being delivered on a day I would not be home. I gave permission for no signature to be delivered at an access point… but it was still going to my home address on a day I would not be home. So I called customer service and was told I would have over a week to pick it up at 1500 s Jefferson where I was told it was delivered to my home and that there was no record of my call. My package was stolen and I lost my birth certificate and $ 39. Ups stated there is nothing we could do for you. Well, I work for a customer service call center… by our standards you really SUCK! That rep I spoke to… the one who told me I could pick up my package at 1500 s Jefferson… answered the call… uh uh hello… I should of known and didn’t give her name. But it’s my fault for trusting UPS to be professional.

Dear UPS,
I hate you. I get so sick and tired of waiting 10 hours for my fucking package. Fuck you.
Sincerely,
Fuck you UPS, fuck you

Poor service. Everyone waiting patiently in a disorganized waiting room for packages while the staff can be heard goofing off in the back room.

I’m trying to figure out how I have a problem getting my packages EVERY TIME I go here. And EVERY time they are getting cursed out by someone. They are slow, rude, unprofessional and they act like they can’t figure out how to do their job any better than they are. It’s pathetic.

I had a perfectly fine experience picking up my package at the UPS Chicago depot. The day before I picked it up, I received a notification that I had missed delivery. I immediately called UPS and went through the automated phone options to pick it up at a location. (Mind you, I assumed that meant UPS store front location– the hardest part about picking up my package was getting here.)
Within 25 minutes of my request, a UPS employee called me back and informed me I could either pick it up that night between 8pm-9:15pm, or the next day between 8am-9:15pm. I let her know I would pick it up the next day. When I arrived at 7pm, it took all of 5 minutes to complete the paperwork, find the package, and for me to sign for it. The employees were professionally stoic but helpful. My recommendation: if you can wait an extra day and allow it to return to the depot, do so! It makes the process much easier.

This has to be the most incompetent carrier with which I’ve ever dealt. They keep trying to deliver a package, and then they fail to actually deliver it because it is «missing a suite number» (which doesn’t exist). I’ve now had at least 4 conversations with representatives, during which they assure me they will send it back out for delivery. Unfortunately, when ordering through Amazon, you don’t get a choice of carrier or I would avoid UPS going forward. I would never deliberately have something sent to this location.

Picked up my iPhone 6s on release day, only because I had to leave the country and didn’t want UPS to return it to the sender. Arrived early, with perhaps a few dozen others who wanted to grab their phones.
I’d expect more. The people were pretty friendly, but we had marked our packages as HOLD as soon as they were shipped to make sure UPS would have them at the counter. My phone was «found» about 30 minutes after I requested it. The other phone I was picking up was «lost» for hours and wasn’t located until I came back and insisted they continue checking. Not the best service from UPS.

Like most, after reading the reviews I was expecting the worst. I had a package delivered to my old address and UPS would not change the delivery location. The only option was to pick it up at this center.
I arrived at 8:15am and the employee working immediately told me how to sign in and what she needed to see. After locating my package she told me I called too late the previous night and for future orders I should always call before 7:30pm. I proceeded to start to explain why it was so late, and she interrupted me and just said moving forward call earlier. She wasn’t rude in her response, just direct.
After about 5 minutes of waiting the warehouse found my package and I signed it out.
Overall the experience was easy, and efficient. The employees were not cheerful, but they definitely were not mean. They were direct, to the point, and just wanted you to get your package so they could move on to the next customer.

If you’ve ever picked up a car from a tow lot, you’ll know what to expect at 1500 Jefferson. The people behind the counter do not want to be here – and they don’t want you to be here either. (One woman actually called me names when she thought I was out of earshot; I’d made the mistake of asking to see her supervisor when I was told my package had been incorrectly returned to sender.)
There isn’t much point in leaving this review. UPS doesn’t care how the location is run (the consistent single-​star ratings are evidence of that), and you wouldn’t have willingly chose to go to this place to be begin with. This warehouse is where you end up after something’s already gone wrong. So if you’re reading this, well… you’re probably already f**ked.

Do NOT pick up a package here unless you as absolutely have to! I had a high ticket item that I didn’t want sitting on my doorstep so I figured I’d do this. I even notified them ahead of time through the app that I was going to pick it up… yet when I got there at 7pm I waited 1.5 hours in a tiny room packed with others. You’d think they’d have a better process to have it upfront and waiting? Anyways I learned they are short staffed on Wednesdays and the best time to come is 9pm…

Most incompetent least customer friendly place I have ever been in my entire life. It physically hurts me to come in here. The scum of the earth must end up here to work because clearly they hate their lives.

I came here at 5:30pm on a Friday, absolutely dreading what I was likely up against. I pictured miserable employees and a very long wait, considering the day and time of my visit (and all the reviews I had read). I couldn’t have been more wrong. While the staff weren’t the absolute friendliest people I’ve ever met, they were helpful and efficient and I think I waited four minutes to get my packages. No complaints here.

Really wishing I could give them no stars. Horrible customer service. There are instructions clearly posted as to where to deliver packages in the building. They just left a notice saying I wasn’t home and they would try again the next day, when I, like most people, would be at work. I called and explained to the man on the phone about where I wanted the package left when they try to deliver again and he told me he couldn’t do that. However, he told me I could have it left at their facility for me to pick up. Talk about lazy! He then told me I would get a phone message later with instructions as to the time and place where I could pick up my package.
The message had the address of their facility, saying I could pick it up between 8pm-​915pm. I arrived at 815 in a small, yet crowded room, and was told my package was not in yet, and that it could be as long at 10pm, but that they lock their doors at 915, so I’d have to be in the building at that time or I’m out of luck. So rather than go home only to have to turn around and come right back, I decided to wait. Numerous customers were being told the same thing I was. Why on earth would they tell me I can pick it up at 8pm if they can’t guarantee it’ll be there? One was even told their package was sent back out for delivery again, despite that she was told to come and pick it up. That lady was not at all happy.
After waiting for a half an hour, which was 45 minutes after the time I was promised my package would be available, I finally got it. No apologies for the delay or anything. I didn’t see a single customer leave there happy, as none of them got their packages when they were promised. The customer service is the worst here and because of it, I will avoid using UPS at all costs for shipping needs.

Felt compelled to leave a review after reading all the bad ones. I took the advice of other reviewers and set my expectations extremely low, so maybe that influences my high rating– but overall my experience went pretty well.
I went to pick up a package at 9:20 am on a Friday and was immediately greeted by the lady behind the desk. Surprise 1. As others have said, customers are packed in the waiting space like sardines and everyone looks uncomfortable and slightly annoyed. However, about 8 minutes after arriving, I was walking out from a rather painless experience. The other patrons had also been relieved of their wait so I can assume it was a good day for everyone. Surprise 2.
Not getting a full 5 star rating because I had an issue with my last name on my ID not matching the package and the clerk seemed to have an attitude about having to look at my other ID and then act like she was doing me a favor for allowing me to get my package… Insert eye roll here

No one knows anything, no one does anything, no one cares. If all UPS deliveries for the south side of Chicago were thrown into an enormous pit where customers were forced to find, and then defend, their packages, it would be faster, easier, and more consistent than what they’re doing. My local FedEx driver does not know what the numbers on street addresses mean (I’m not joking, it comes up every year when people in my area have to point him to the correct house when he mis-​delivers packages), and yet I’m still more likely to get a FedEx delivery than one from UPS.
Are you expecting a package via UPS in Chicago? Well, have fun waiting around all day only for the driver to not show up, then update the tracking status of your package saying they missed you. Have fun driving past the methadone clinic down the street, and the crowd of shifty-​eyed zombies who stumble on and off the sidewalk while throwing shade at passing vehicles. Have fun when you finally find the tiny, packed room where you’re supposed to pick up your package. Have fun spending an hour or two of quality time with the other 40 people in the room. Have fun getting absolutely no information from the employees here, because no one tells them anything, and they love to return the favor.

If i could give this place zero stars I would. Somebody please burn down this building with all the poor excuse for employees locked inside the place.
I’ve never known UPS to be such a terribly run, inefficient, uncoordinated utter piece of shit until I went to this place. They messed up my delivery FOUR times. They said I could come pick it up at will call, upon getting here they tell me sorry you have to wait for an hour. After waiting for an hour, they inform me I can’t pick it up anymore. Then I ask them to ship to my work address because I would think it would be incredibly hard to fuck that up. NOOOOOO, UPS never fails to just royally fuck it up. This place is like a genie who gives you a wish and intentionally fucks it up.
They did not submit my change until 10PM when i was called at NOON. why the fuck you gonna call me at noon and wait ten fuckin hours to submit the change? Then she promises that it will be delivered the next day. well its the next damn day and guess what. NO PACKAGE!
If i was stuck in a room with one bullet, hitler and UPS. I would shoot myself because no matter who i shoot, the world will suffer having one of the two around.

Given the almost universal panning of this place in the reviews, I feel that I have to weigh in on my experience.
I was to receive a package which the sender had designated «signature required». Usually, UPS swings by my apartment relatively late in the day, so I thought maybe I would be home in time to sign for it. Unfortunately, the delivery attempts all happened midday. The package specifically required someone over 21 to sign, which meant that I couldn’t simply sign the back of the InfoNotice to authorize them to just leave it in my building.
I personally think it’s a bit silly to attempt to deliver these kinds of packages during the day anyway — like «oh, this person didn’t skip work today, but I bet they will tomorrow!» However, I understand that it’s not possible to deliver all of them after regular working hours. After the second attempt (which happened on a Thursday), I decided to just have them hold it in this facility for me to pick up at a later date. It told me the package would be available for pickup starting the next day, Friday.
On Friday, I was en route to this location when I received a call from my delivery driver (our front door call system just sends the call directly to our phones) saying that he was out front with my package again. I was a bit miffed by this since I had been told that it would be waiting for me in the facility, and obviously since the delivery driver had it, it would not be available for pickup until he got back late that night. Thus, alternate arrangements had to be made.
I finally made the trek back out today and braced myself for the worst after reading all of the horror stories on Unilocal.To my great surprise, my visit was efficient and. almost pleasant? I came in at around 7:30pm on a Tuesday, and there were maybe five or so people inside picking up packages. They had me fill out a short form with my name and the address that was on the package I was picking up, then had me visit another desk to show them my ID before they found my package and sent me on my way. The whole visit took less than 15 minutes. I was amazed. No employee was particularly warm or smiley, but not a single one displayed any lack of professionalism that I had almost come to expect after reading all the reviews. Everything went efficiently and I was in and out in no time with my package. Overall, I was very pleasantly surprised.
One guy who showed up before me didn’t have such a good experience — from what I heard, it sounded like his package was to be delivered today but he was told he could pick it up after his driver came back with it after 7:30. Mind you, this exchange was happening at 7:31pm. While this is still technically UPS’s fault, I’m surprised anyone hears «after 7:30» from UPS and believes that they can actually get their package at 7:31. From places like UPS, I’d always anticipate there being delays and whatnot. Anyway, he got pretty mad and demanded to speak to a supervisor.
Here’s my take. Yes, it’s frustrating when you’re told a package will be somewhere and it isn’t, but generally the person you’re talking to isn’t the one who’s at fault for the situation, and taking your anger out on them is neither going to change anything nor going to make them any more inclined to help you out. Ask to speak to a manager if you must, but there’s no need to get nasty with the person at the front desk unless they’re genuinely unhelpful or unwilling to help — something that I definitely did not experience during my visit.
Also, a last note — I’m not sure why people are complaining that they’re only open during regular business hours, because their package pick-​up hours definitely go until 9:15pm on weekdays. This is almost unheard of for a lot of places (think USPS, the dentist, restaurants in the Loop… you get the idea.)

FORCED VISITS
I have to come here to ship packages. I have a client that gives me there corporate number to ship their equipment back to them. Unfortunately the UPS franchise stores will not take out a hand written shipping bill from me. They’ve told me that I might be a thief using a stolen corporate UPS number. I’ve looked at them and said, «How would I get the corporate UPS number of an actual business that I happen to be shipping a package too!» The UPS stores have also told me to just chase a UPS truck and given them the package. I can never find a UPS truck when I actually need one. Personally the UPS stores are useless. What can Brown do for you? Not much. But this review is not about the UPS stores it’s about this location.
So when I come here. I am just happy they don’t think I’m a thief or accuse me of being a thief. They take my package no questions asked. Plus there never seems to be a line when I arrive here. I walk in, drop of the package and leave. It’s really easy.
The only part is that it is not conveniently located to me. I wish that UPS actually had a closer location or made there UPS stores actually take packages with a handwritten shipping bill and a corporate number. On a side note, the FedEx locations have no problem with this or accuse me of ever being a thief.
Now I have heard horror stories from friends who have come here to pick up packages but I’ve never experienced those issues. So until that happens to me I am going to stick with my 4 stars. Even my poor Dad had an issue but he’s going to have to get his own Unilocal account to share his horrible experience. Which I know will never happen, so you’re lucky UPS because he was mad.
This is the main UPS facility. It’s a place to pick up packages and drop off packages. There’s a parking lot and I’ve only had good experiences here. If it wasn’t for the UPS franchise stores I probably would have never come here. So the stupidly of the UPS franchise stores sent me here or else I would have never had a reason to come here. It may be a forced visit but it’s never a bad experience.

When you walk in, everyone waiting instantly gives you the eye like they’re gonna stab you. This is mainly because it doesn’t matter which order you walk in – the UPS folk are gonna give you your package when they want to give you your package, regardless of if you came in first or last.
No one tells you what you need to do in order to get your package, so you spend the first five minutes looking around at the stabby eyes and giving anxious «help» looks to the guy behind the counter who could care less if they kill you.
Eventually you’ll muster the courage to say, «Is this where I pick up my packages?» and limply hold up a sticky door tag. After that, you’ll sit and wait. And wait. And wait. When you first notice someone who came in after you has received their package and is literally skipping out the door, you’ll become one of them and start mentally stabbing everyone in the waiting area.
When I was there, one guy wanted to start a coup. «How can they do this?» he shouted at the waiters. «This is insane!» He’d been waiting almost an hour for a package no bigger than a shoe box.