UPS Customer Center

I wish I could give 0 stars!!! Waiting for my suitcase from amazon and UPS South Boston has told one lie after another! Supposed to be here this morning. They first say it had wrong address… LIE! They then say they were here at 10am… LIE if the address was wrong how were you here at 10am? You were not here because I was home. You then tell amazon you are coming at 4pm, then 7pm then 830pm now at 10pm you put on tracking it will be delivered Monday when I am on vacation! Amazon great UPS sucks. Supposedly will be delivered after my vacation… Not holding my breath! With the vast majority of reviews a 1 you would think UPS Central would clean house at South Boston! Apparently NOT!

For an organization that «loves logistics,» logistics is certainly one thing they oh so don’t have a handle on. That and customer service.

Crystal deserves 5 stars for going above and beyond. She went out of her way to help me find stranded documents. She did so with a huge smile even though she had to deal with a number of very annoyed customers before me. The rest of the organization gets 0 stars thus the average.

Atrocious Service
I ordered a dozen roses from my wife — to be shipped overnight via UPA. FTD does their part. Roses to be delivered Feb 13 — 1 day ahead of Valentine’s Day. Tracking shows package goes out for delivery. Not delivered due to «severe weather.» Showing a new delivery date of Mon, Feb 16. Not Sat, Feb 14.
I called up and explained that I was in Boston and was well aware that weather was fine. They were not helpful, admitting that they might just be backed up (there had BEEN bad snowstorms previously), and when I suggested the right thing to do was to postpone to ²⁄₁₄ not 2/​16, they responded that it had not been set up for Saturday delivery.
These people should not have jobs if that is how they treat their customers.

Bad first experience when trying to collect a package. I was called by UPS at 3.19 pm in the day that my package was available for delivery between 7.30 pm and 8pm that same day. I arrived at 7.35pm and although the UPS clerk seemed nice she never made any effort to locate my package and said she couldn’t find it and that I would have to come back tomorrow. Complete waste of an hour.

Terrible. There is no communication between customer service and the delivery drivers. I called UPS customer service around 2PM and they told me they would reschedule a package I missed (due to their error) to be delivered again later on the same day. I asked when I should expect the delivery driver and was given the vague answer «whenever he gets around to coming back and finishing his other deliveries». Alright, that’s fair. However, after waiting 6 hours (so now it is 8PM) then I begin to get frustrated. I call customer service again, and when I’m finally connected to a real person they tell me all they know is that there is a note that the driver was going to redeliver the package later that day. They had no idea if the package was still going to be delivered today and no idea where the delivery driver was with no way to contact the driver.
If they say they are going to do something then they should do it. Thanks for wasting my time!

Not to harp on a bad situation, but this location, in particular, is horrible. UPS’s general customer service line isn’t so great either.
Much like everyone else, I only interact with this location when I must because UPS is a store/service’s preferred shipping vendor. I have never been to this location without a minimum 20-​minute wait. I actually sincerely hope when I see a UPS shipping notification that the package will be of the «cheaper delivery» variety and end up at USPS for the final delivery leg. The USPS has better service and better hours than a supposed industry leader. No weekend hours? That’s really not good business practice — especially for a such a large center serving such an urban clientele. Even the USPS and the bank have morning hours on Saturdays.
I had trouble with a delivery and just wanted to speak with someone at this location once on a Friday. The «customer relations» staff on the UPS generic line were actually argumentative rather than helpful, and it took 4 calls to get someone to page a rep from this location to call me.
FedEx has gone above and beyond to circle a route and redeliver a package for me in the past — never UPS, and certainly never this specific site.
The live staff are usually friendly, but the lines are long, and there’s not much in the way of hustle. Not that dealing with people who are grumpy is pleasant, but maybe if there were consistently more staff, the lines would move, and customers wouldn’t be as grumpy.

Great service. The employees always try to be so helpful. Sometimes it is hard to locate a package and it takes them a bit to find it but other than that they are great!

I came to pick up my package, only one person before me. Service was quick and friendly, which contrasts to the other reviews on Unilocal… Maybe I went at the good time?

I leave in a building with door Phones, but UPS never use the Phone, they just drop the packet outside our door, this is not ok. is there a way to awoid this?

Terrible place.
Time 1: Only delivered 2 of the three packages. I called the number and was told that someone will contact me. Indeed someone from the customer service at the South Boston place called me and asked me to come to their station between 7 and 8 to pick them up. I went there by cab and was told by a rude man that no one called me and I need to go home after keeping me waiting for 20 min. I waited for another two hours and was later told that someone did call me BUT they COULD NOT find the packages, which are in their storage. Is this how they treat people by just calling them around? So I waited for another three days and they still DID NOT deliver the package.
Time 2: two weeks after this happened, I was told by their tracking record that one package was left in my door step on Friday. On Friday, when I was walking back home I saw the UPS guy delivering things on my side of the street (he was already done with my door). Today I just found from the UPS tracking record that a package was delivered to me on that day, basically 10 min before I saw him. But when I entered the building on that day, I did not see the package at all. Seriously, is this what they are paid to do? Stealing people’s packages and give them wrong information? Something needs to be done about that.

I dont think I have to add anything to what other people are saying.
Horrible service, no system, so time consuming just to get my stupid package.
Even location is so weird that it takes another couple of hours to actually go there.

I have never been so disappointed in a company than I was this weekend. This weekend I was doing a charity walk and was suppose to have t-​shirts delivered 2 days prior to the walk. UPS took it upon themselves to decide they do not want to leave the package. I specifically asked for no signature so that it would be left. FedEx, USPS and any other company has no issue leaving my package, ESPECIALLY, since there are more than 1 secure location to leave it. The UPS location they brought it to is also closed on Saturdays and Sundays making it completely impossible for me to get the t-​shirts. Why it would be brought to a closed location is completely beyond me. I will never use UPS again. The customer support was also terrible. I was talked over and interrupted numerous times and then hung up on when asked to speak to a supervisor. Terrible company/​service.

How does UPS stay in business with a residential home (ground) delivery service window of 12 hours?! Not only are you lucky to be home to get your package, you’re more lucky if your package isn’t lost! This is not the easiest place to get to either.

I was here around 7pm on ²⁄₁₄ to pick up a package and saw an employee verbally assault a customer. I wish I was lying. The automated UPS phone system will call you and tell you that your package will be ready for pick up by 8pm, and the employee told the customer that the truck would not be back until 8:30pm. The customer was upset and the conversation became very heated between the employee and customer. As the customer left, he called the employee an a**hole and the employee slammed the counter with his hand and ran outside after the customer yelling profanities. Outside of the store, the employee and customer were chest to chest screaming at each other. It was awful. I am not saying the customer was right, but the customer service here is not the greatest. While this employee was going crazy, NO ONE from UPS intervened. That shocked me the most! I cannot wait to move so I never have to come here again.

This is the second time I’ve had an identical experience at this UPS location.
1 PRO:
Crystal is amazing. She provides outstanding service to each customer. I could overhear her conversations with several patrons and with each one she was patient and very respectful.
She earned this location the only star it deserves.
CONS:
Joe is extremely condescending and rude. He doesn’t belong in any form service field.
Bob is pretty rude as well, but seems to know just who to turn it on and off for.
Location is terribly difficult to find. Your GPS is sure to tell you that you’ve reached your destination as you drive over a body of water via some street bridge.
UPS isn’t opened on weekends, or early during the week. Instead, they’re conveniently opened while the rest of Massachusetts is at work. Greeatt!
Friday nights are insane and the line is nearly out the door thus causing even more frustration.
When you call the 800 number (in advance) to have your packages held at customer center, the request isn’t guaranteed to be relayed because «we don’t know where those people are calling from. We don’t know what state or part of the world they’re even calling from.» (According to Joe).
In both cases, I was purchasing online goods and this is the carrier service those companies use thus forcing me to deal with the poor service this UPS provides. When it’s my choice, I go any other route but UPS.

This service center is highly variable. Its location is convenient for me, but the staff are less than stellar. Most are abrasive and rude. One of the staff named Crystal is always friendly and helpful, regardless of how unwelcoming her coworkers are or how busy the store is. That said, this location is chronically understaffed and that makes for long waits (my record is 1.5 hours in the location waiting for a package). Not only did I waste over an hour of my time, but the rep was rude. There was a line out the door and a single person working the counter. I understand if you’re having a bad day, but that doesn’t mean you get to take it out on customers.
I would say that 50% of the time I am happy with the service I get, and it is ALWAYS from Crystal.

I ordered a table. UPS lost the package (even though it was tracked as delivered).
Wait a month while Kohl’s does an inquiry.
Shipped again.
Missed the first shipment on Monday, made sure to be home the next evening. They never show. Crickets. Check in on Thursday morning, they say it is probably lost. Check the tracking, says I refused the shipment. Call the center. They say the box is damaged. Check the tracking, says the label is illegible, then back on the truck for delivery. It’s Friday night now, it hasn’t gotten here, and they say it may be lost again.
What good is the tracking if it is inaccurate?
It’s been 2 months now with no answers, and no table for my dining room.

What? You didn’t know a package was coming and you had the nerve not to be there? Well, we decided (sorry, the driver at their own discretion decided) we needed a signature. That’s right, the shipper doesn’t require it. We decided at the time of delivery we did!
You weren’t there? We’re sending it back and you can pay shipping again! Have a great day!

Depending on the time of day that you’re there to pick up your package, you can get really good service or really crappy service. They’re understaffed most of the time at the customer service area (despite being a huge sort), so the service varies with customer volume. I’ve been there in the afternoon and also just before the hub closes, and my experiences have been mixed. While UPS has an incredible tracking system overall, their customer service people seem to either like their jobs or appear to not want to be there at all.
The evenings I’ve been there after work to pick things up (and usually i can’t get there until just before they close), I’ve had to wait forever in line. By the time I got to the front of the line, the rep would give me so much attitude about grabbing my package. Seriously, if you don’t want to be here, quit. I don’t need your B.S. just to grab something that I could have gotten if my doorbell to my apartment worked.
The few times I’ve been there in the afternoon have been quiet, and the rep there has been nothing but kind and helpful. Even though I was slightly impatient (I had to be somewhere), she was understanding and knew how valuable my time is. She grabbed my package quickly without fuss, and that was that.
Seriously, I don’t know how such a huge company functions with so many dysfunctional employees.