UPS Customer Center

I have been using UPS for different business and personal shipments and had never had a problem. I trusted the company and thus when I had to mail my passport for geetting a visa, I chose to use UPS.
Passport made it safely to Atlanta the next day (used Air Saver), I had included a self-​addressed envelope for my passport to be sent back to me, but it was a ground label, and delivery was supposed to take 2 days.
Everything was running smoothly until my package got to Mesquite, TX. It arrived there april 23^rd around 7 p.m. and was sititng there for a whole day until I called UPS friday morning, april 25^th to figure out what was going on.
I was told they had to open a lost package investigation in order to try to locate it.
It is monday april 28^th and I still have no news about my passport.
My visas are in that document, and it is extremely important. I will no longer choose to ship ground with UPS when it comes to things that are important.
I am still waiting to hear back from UPS.

So so terrible. I cant believe the poor level of customer service that I received after my merchandise went «missing» while in this Mesquite UPS center. Surely someone would have a reasonable explanation for how a MATTRESS goes missing right? No explanation, just transferred to one Ignorant, unprofessional (sorry but GHETTO) representative to the next. Absolutely no resolution whatsoever.

Package lost for 3 days when it was a 2 day delivery. Should be delivered tomorrow to make it a 5 day delivery, HURRAY!!!

My package was shipped out on Tuesday December 8, 2015 2^nd day air AM. It is now December 14^th and my package is still not delivered.
I called UPS and they tell me that «due to the backlog in shipping packages because of the holiday season they don’t know where my package is»
I told the supervisor Lee that excuse is not acceptable. The holidays come at the same time every year and you know that people count on your company and pay good money to make sure that there packages will be delivered on time.
Your company is suppose to hire the seasonal workers to help with the abundance of work you will get. You need to find my package this is unacceptable.“
He kept telling me that they contacted the the station where the package was supposed to be and at this time they can not tell me where my package is. and they will call me back by the end of the day when they find out.
I told him again unacceptable I will call every hour on the hour and then if my package is not found I will sue UPS for loss, damages, and stress. That’s what I do I sue companies who treats me like you are now, and I always when.
He quickly said please let me look into this further and I will call you back within the hour with an update.
When I called on Friday around 4:30 pm. I was went through the same thing. The representative had to do a lot of calling to find that my package was not even put on the truck for delivery even though a scan from 6am said out for delivery.
Ridiculous these people. I never have this problem with UPS in my state of NY.

I had two packages ordered with two-​day shipping. One was supposed to arrive Thursday, and the other was to arrive Friday. Of course, no packages have arrived as of Saturday. I called the main UPS number, and they said the package was now supposed to arrive Monday. Not sure what two-​day shipping means to the Mesquite UPS. I can’t wait for them to call me on Monday when they return to the office (if they even will). Should be a fun conversation.

UPS has a wonderful, spotless reputation in my home state but the system here in North Texas seems to be struggling.
We ordered two separate items this month via UPS (paid extra for 2-​day shipping).
However, both were stuck at the Mesquite office for 5 and 6 days respectively. This turned the «2-​day shipping» in to 7 and 8 day shipping.
This is slower, and more expensive, than the post office.
Why are packages sailing along fine until they hit Mesquite?
Perhaps UPS needs to upgrade the facilities in Mesquite? Redesign or expand the warehouse? I’m not sure what the problem is with their system but it is tarnishing the great reputation that UPS has worked hard to maintain.

This is where your packages go to die. You might never receive them, instead you will get endless rescheduling for 1 business day messages with no real expectation of EVER receiving your package. I have escalated for the last two days, every call gives a new, untrue answer. I am a regular online shopper and have never had such bad support.

I can not believe the hassle I had to go through with UPS. The staff is not trained and could care less what you need from them. They have the longest wait for getting a hold of the right dept. They make excuses and apologize constantly instead of solving the problem. UPS gave me the worst experience I ever had. My package is 3 days late because of their untrained employees. They shouldn’t be called that not even minions. The one star rating is too good. Please people do not waste your time with these people.

I have no explanation for why this place is so incredibly dysfunctional. We order packages from Amazon and other online merchants very routinely. My mom recently needed to order some gifts for a charity she volunteers with and those items were much cheaper on Amazon, so I made the purchase and marked them for delivery to her home in Plano. Three boxes arrived perfectly fine. The fourth box, which was scheduled for delivery on 11/27(ordered on ¹¹⁄₂₃ from Amazon with 2-​day shipping, WELL before the rush of Black Friday/​Cyber Monday shopping and shipping). ¹¹⁄₂₇ we received notification it wouldn’t be delivered until ¹¹⁄₃₀. Bummer, but this was still okay. On 11/​30, we received an update that it was out for delivery before 9:00pm but it was not received. Now it’s critical because the gifts are due at the charity on ¹²⁄₂ to be distributed. On ¹²⁄₁ at 10:56am, I get another UPS notification that the «package was left at the facility. There will be a shipping delay» and they will «deliver as soon as possible.» I called the 1 – 800 for UPS twice and the case was upgraded to a high priority status and the Mesquite facility was to call me within the hour. The first time, I waited 2 hours and no call, so I had to call the 1 – 800 number back and they had to get the customer support dept involved with the Mesquite facility to get them to call me. The Mesquite facility did finally call me and I was told that they are just slammed with over 5,000 packages in backlog because they weren’t prepared for the onslaught of packages they would receive for delivery due to Black Friday and Cyber Monday. Really??? I told the lady that was fine, I would do the leg work for them and come up and get my package from the facility. She tells me this is not possible because then they have to go to the back and find it and there’s no one to do that. «Maaaaaybe I could have it ready for you by tomorrow afternoon.» Tomorrow afternoon does not help me when I need it that day.
So here we are, 12/​2, another «out for delivery» status and once again, the package was not delivered. When my mom will get the package she paid for, who knows? UPS doesn’t give two craps about it. Thank God for Amazon’s amazing customer service because while they can’t fix poor management practices at UPS, the sure did refund my money within 3 minutes of me contacting them and told me not to worry about hassling with UPS to return it.
Interestingly, in Dallas, all of our packages have come on time. UPS Mesquite, get it together.

One star is way too high a rating… On the phone for hours… trying to find my package… why the driver doesnt know how to fill out their own forms… have to be on hold for hours to talk to supervisor… Only waiting a few more minutes… then giving up…

Been waiting home the whole afternoon for my package, and you guys didn’t even knock on my door!!! LEARN HOW TO KNOCK!!! BTW, there’s a place in this world called LEASING OFFICE!!!

so from where should I start…
long story short — worst customer service, dont want to do extra work for ONE customer.
Long story:
package shipped from an online store, paid double to be delivered 2 days before my son 1^st birthday party (Friday) but guess what, IT WASNT DELIVERED UNTIL MONDAY EVENING…
Called them, talked with MJ, NO HELP AT ALL. they just dont want to do extra work for one customer and funny thing was the package arrived at their facility in the morning of Friday so it should went out for delivery or for me to pick it up.
I WILL NEVER CHOOSE THIS SH****TY SERVICE EVER. FEDEX or USPS.

Oh boy… if you’re going here, its probably because you either had a problem with a delivery or you don’t know about the UPS Store yet. Either way, if you find yourself here… be prepared for an uncomfortable ride.
Now its not to say that the staff here is terrible… in fact they are nice and friendly. However, because of the size of the hub compared to the size of the office, you often times have several people (think 10 – 15) standing in line all waiting to either ship a package or receive a package. All impatient… all tired, maybe hungry. And you’re just wanting to get the heck out of there and go home.
Long story short… go to this place with lowered expectations. Take a good book, maybe your iPhone/​iPad to play games on. Most importantly, take your patience… you know that thing you leave at home before you get on the road… dust it off… try it on and expect to be using it for the 40 – 50 min you’ll be here.
Enjoy!

They were supposed to deliver 4 packages, which I waited the ENTIRE day since they required a signature. The driver delivered 2 of them, then said, «I don’t know where the other two are, they may be on a different truck.» I called the customer service number, they barely even spoke english. What has this company come to??? Time to switch to fedex… or even USPS has better service

For a ups customer care center, this place was the worst place ever to pick up a package. The guy was so rude and unprofessional. He was screaming and ranting. Then bitching at us to a Co worker who was in the back.
This really was not a pleasant experience to say the least. I will so fed ex in the future.

We recieved most of our packages on time and with the usual friendly service. What was late didn’t RUIN anything. We were compensated for late packages from the companies we ordered from, and were promptly refunded on items that were cancelled, (with enough time to purchace alternate gifts). I’ll continue to use UPS, and I’m sure most of yall will too.
I would like to remind everybody that the holidays can be hard. Some people should be ashamed of themselves. Be thankful for what you have instead of pitching a fit like a toddler, spoiled brats.

Thank you, UPS hub. You and your Dallas and DFW siblings managed to hang onto Christmas gifts for day after day with no believable reason given until perishable items were a week plus old, and Christmas gift exchanges had passed. Three separate packages got to you on time to sit for 3 days, then pass on to Dallas or DFW for 3 or 4 more. The excuse on Dec 18 and later is the «weather» from Dec 7^th? Unfortunately for you, USPS and FedEx have made liars of you, as all of their packages were delivered on time. 2 shipments I paid for 2 – 3 day shipping took 8 days — no reasonable explanation, no refund. I promise you that will be the last time I opt to use UPS.

Service here is awful. The folks at the counter have a bad attitude and lack basic customer service skills. I’m an incredibly patient person, however these folks push that patience to the limit. The numerous times I’ve had to come here to pick up a package I was always told misinformation and ended up having to make multiple trips back to get the package.
What gets incredibly frustrating is that many of the CSRs behind the counter talk to you in UPS jargain that most people don’t understand. Using UPS slang that we haven’t heard of makes for a great deal of miss-​communication about what might be needed or not need to pick up something or ship something, as well as making their customers feel stupid.
The largest reason for miss-​communication at this location is that the customer service center is in a separate building from the sorting facility. Apparently most UPS hubs have the customer service center attached. As a result when a national UPS rep tells you over the phone that your package will be available for pickup at a certain time, that is based on them believing the center is attached and can more quickly get your package. There is a truck that makes runs throughout the day from the sort facility to the customer service center to bring packages marked for pickup. The customer service center here is small so they can’t hold much. Your package is only coming if you call ahead and get them to move the package from the sort facility to the customer service center.
If you have to pick up a package here call ahead and make sure it’s at the customer service facility first and then add another 4 to 5 hours on-​top of what a national CSR rep tells you over the phone.

Wow… UPS can suck it. They’ve officially called off Christmas because they cannot pull their heads out long enough to effectively run a delivery service.
My package has been in Mesquite for a week and no one can tell me when to expect it. If you call, the lines are busy. If you live chat they will just copy and paste their press release to you. No body knows anything, no body can do anything. And anyone who can has probably walked off the line because UPS does not take care of their employees.
And yes, Fed Ex has similar volume and so does USPS, but they are all back on track. I will never use UPS for anything except maybe to get gum off the bottom of my boot – which is still in a carton at the Mesquite facility.

Ordered online from Sephora on Black Friday, my order was shipped out on November 29^th. UPS says they received it from Sephora on December 1^st. It had a delivery date of December 5^th, which is the Thursday that it had just barely started sleeting. Checking to make sure it was still going to be out for delivery on the 5^th, it came to my attention that Mesquite actually received the package on Wednesday the 4^th but it did not get unloaded from a trailer. I have worked in shipment myself, this is not acceptable. You work until the job is done, so many times I worked 4 – 5 hours past my schedule said I should have. Anyways, so I’m thinking «bad weather ahead? awesome. Probably won’t get this package until Monday/​Tuesday.» I call UPS and talk to them and they say yes, we see that it is in Mesquite and it will be delivered once the weather clears up. Okay, great.
Until I check on Saturday and see that it has arrived somewhere in Illinois (where it was just before Mesquite) and I call Sephora and UPS again. They tell me «because of the bad weather, we shipped it back to the previous UPS hub.»
WHY?! Why not just leave the package where it is supposed to be? It is 20 minutes away from my home, how much closer would you like to get? I have called Sephora and UPS multiple times. UPS only connects to people in another country, they are no help what so ever. Sephora just keeps telling me to wait, it should be there at the end of the week.
At this point, my package should have arrived on December 5^th, the day that was perfectly fine for delivering packages for the most part. Hardly any ice had even affected the area until later in the day but nope, some people didn’t do their job and unload the trailer. They are telling me they cannot say it’s lost until I receive the package (seriously.) and that they think it is in Illinois again just sitting and waiting until the weather down here is 100% perfect to re-​ship my package. Oh and did I mention there is no delivery date what so ever? It says «unavailable.»
I am being told nothing can be done, and they will ship it, when they ship it.
Worst customer service ever, I refuse to use any business that prefers UPS. Get it together and here’s a thought, maybe when a package is in the right area of where it should be delivered, let it sit in that UPS hub and DON’T send it back 1,500 miles away…