UPS Customer Center

My package has just been sitting at this location forever. These guys need to get busy and send my package up north already. Bunch of lazy bums at this place. Package say’s «On Time» I’m calling BS, over 2 days of sitting idle at the san pablo location on scanned when it got there, never left the location.

I have never been so disappointed!!! The delivery driver that was to deliver my express ship order… LIED and said they came to my home. I have been home all day just to get this package from my husband for super bowl weekend!!! They noted that ‘no one was home’. I left my door open all day …looking out of the screen. Waiting. No show!!! It’s a Friday. So they will deliver my package to the local UPS store… ON MONDAY!!! after super bowl!!! I have never been so upset with online shopping. I paid extra for these services. This is horrible! The customer service rep that helped me was incompetent!!! He told me he doesn’t have a number for the corporate office for me to make a complaint. I asked him to please get the number … He told me I have to go online and get it myself. MACYS WILL NEVER GET ANOTHER ONLINE ORDER FROM ME BECAUSE THEY USE THIS HORRIBLE COMPANY!!! That’s great Super Bowl coat I got for my husband can’t be worn while he is at the game. What a waste of my time and money.

. I heard different reviews from different people. It’s a hit or miss here. Although the customer service is pretty good

If I can rate it zero I will. Each and every time I see the package tracking at San Pablo, It’s time for the status to become «DELAY» and «WRONGLY SORTED» or «WITH WRONG CARRIER» or «HAVE AN ISSUE». Why they always have it wrong amazes me! What kind of people working here?

UPS is in that unfortunate place of…‘no one cares when things are fine, but people get pissed when it’s not’… (kind of like cable, Internet, etc). The difference comes down to how employees handle such problems and engage the customer.
That said…
I am surprised to see this place has anything over 1 star. UPS customer service is actually worse that the post office. Who hires these people? When there is a problem, they are incapable of helping in a proactive way. UPS customer service cannot do anything other than shrug shoulders, recite policy and hope the problem will fix itself.

This place doesn’t even deserve 1 star.
They are purposely holding my package from me, because their employees are too lazy to go to the warehouse, grab a box and bring it to me.
Apparently my package isn’t ‘anything of value’
And the manager Christi /​kristy ward herself said they aren’t able to go back there until the item has been checked in.
It’s been checked in !
I’m following the tracking and that means they’re lying to their customers saying packages are there when they actually aren’t .
If they can’t and haven’t gone back there to check my package, why are they staying on there site that the package is there .
I asked to speak to her manager and apparently
’ he’s in a meeting ‘
They are lazy.
They are slowing down the process so I don’t get my package even after I offered to grab it my self.
They are holding my property

Wish there was an option for ZERO stars. My experience is packages are always late. I once had a package dropped off past 9pm when delivery time was between 12−5pm. Getting a package from UPS means I must be home bound all day. Calling customer service 800 number, they try but have no idea how unprofessional local staff/​drivers in particular are. I have also experienced UPS state they «attempted to deliver» on their tracking system and I will be home all day when they will not come by. AVOID UPS at all costs. Good luck with holiday season I do not trust UPS.

II’m sorry to see that some others had less than good experiences here. I’ve gone to this customer center for many years, and always had excellent experiences, whether sending a package or showing up between 8 pm and 9 pm to pick up one I’d arranged to have left there after a problem getting it at my door.
Two employees there in particular (one recently retired) were so pleasant to deal with that, over years, I got to consider them to be friends.
One thing that helped my experience is that I have my commonly used UPS «send to» addresses, and my return address, in the system, allowing me to quickly select a recipient and fill out a screen at the center, get a little optically read-​able sticker, and get processed very quickly.

Horrible customer service from the dispatcher. She was rude and joking around about my missed package. She said that I would not be able to get it delivered the same way that I did the last 10+ times from the same sender, and told me I cant do that. Education and common sense is NOT a requirement to be a UPS dispatcher; terrible customer service and being waaaay out of pocket is how you get the job (just in case anyone is applying). Better customer delivery service can be found anywhere but here; including drug mules.
On the other hand the drivers have always been great. Fuck UPS dispatch!

I’ve had to pick up missed parcels 4 times from here. When you miss a delivery you usually have the option of making an appointment to pick up your package at a customer service center. Here it is always between 8:30 and 9:00 PM. For me that is better than trying not to miss the truck the next day. Once the truck didn’t make it back in time and I was sent away until the next morning. Over all this is a good service option.

Tuesday I have a package with an estimated delivery of 12:30 to 4:30. At 5:30 it’s still not here and the status still says the same times. At 6:40 it finally arrives. OK, for the package that is supposed to be delivered the next day I decide to change options to pick it up instead of asking the wife to be housebound for 6 hours waiting. The guys working at the pickup center are nowhere to be seen, but I can hear them goofing around and laughing. The janitor has to yell back to them to let them know they have a customer. Got my item, but it’s not surprising to see why the previous days package was late with the lack of professionalism I was seeing.
I’m all for having fun at work… but still get your work done without being reminded. Today, two more packages… 12:30 to 4:30 estimate… arrived at 1:15, but nobody was home. So much for consistency… guess some days they come in less than an hour and others they are more than an hour late.
OK, so instead of playing guessing games I set my preference to pick up the item… but b I can’t do it until tomorrow… really? Even though you guys will have it today, I gotta wait an extra day now?

Thank you UPS for allowing late pick ups when you miss the delivery man!
Driving to this location at night made me feel as if the directions were wrong, they are not. It is located across the street from a quiet pre-​fab neighborhood. I walked up and the gates were locked on the door. I knocked and a very sweet lady opened up and had my package waiting for me. She handed me my package and also complimented my hands. Asking if I played piano, I replied with a no but yes to the flute. She quickly agreed she could tell I played an instrument. Haven’t heard that in awhile but it’s always nice when a fellow musician notices the wearing from playing. May not be back as this is not an everyday thing for me, but then again you never know!

I paid for two day air delivery and the day it should have been delivered they updated the system to say «Business Closed» when it’s in fact a residence! Then I asked for a call back and a woman from the Customer Service area stated that my package will be delivered on the next business day which WAS Friday 12/26…NOTHING!!! I called again and received a couple of rude agents. I don’t know where my package is and UPS has done nothing to accommodate me in getting my package. Now I’m told Monday… Needless to say I’m pissed off and would like both my package and money for delivery!!!

The San Pablo UPS warehouse… Holy cow — why is this den of inefficiency still open? Tracked my package as it whisked thousands of miles in a matter of hours, only to arrive here, where it sat for two and a half days before being offloaded from the container. Package finally arrived, open with invoice missing. I’m tempted to assume they have chimps working here, but I would never wish to offend our proud, primate friends. Shippers take note!

Yet another delay, they have now failed 6 times to deliver my package, and now its status is back to ‘in transit’. I’ve heard 4 different people are waiting at my company for UPS to deliver and each one is late.
UPS sucks ass

Package made it here yesterday… over 2.5 weeks in transit, one wonders what the *recovery operation* was… I guess the public will never know. I would have liked a more forthright answer…

This shipping center is the black hole of packages.
I’ve been waiting on multiple packages from this center, none have arrived after multiple days. One has been «Out for delivery» 4 consecutive days, have called customer service each day to be assured it will be delivered by end of day each day, only to have «Delivery will be delayed by one business day» by around 10pm each day.
Packages get destination scans in, but never arrive. Attaching a screenshot to show what I mean.
I will never again use UPS if there’s another option.

My situation is similar to those reviewers that have posted within the last week or so, except my package was 30 minutes away from me and shipped 400 miles away the day I was supposed to receive it. The initial response I received from UPS supervisor Natar (sp.) was that a train derailment in the North Bay, Ca area caused a delay. Of course, having seen nothing on the news or read in the newspaper any such nonsense, I called back and was transferred to a Florida service center rep (Tyrese) that said it wasn’t a whole train, just 1 car that derailed. Turns out, they were both morons — the «train derailment» message in the UPS system was chosen from an auto-​populated list of codes UPS uses in emergency situations. Why «backlogged» is not an auto-​pop choice is ridiculous to me, but whatever.
My concern is that Natar told me that my package could be delivered to me on Monday, ¹²⁄₁₅ if I paid $ 3.50 to upgrade my delivery option to UPS Mychoice. If I didn’t, my package would be released to the post office on Monday and they would deliver it by Wednesday ¹²⁄₁₇. Once I was told the truth by Helen at the Arizona service center (a very knowledgeable, professional and honest person!), that the problem was an overwhelming number of packages coming into the North Bay area to this particular hub, I was able to calm down. It wasn’t some random train/​train car derailment or the rain!
Aaron (Helen’s supervisor) informed me shipments were being re-​routed to Southern CA for processing and that the date on the site today should be accurate (Thanks, Aaron!). I couldn’t understand why UPS wouldn’t waive the $ 3.50 upgrade fee and just deliver the packages to those affected by this foolishness. The bottom line is because UPS cannot guarantee the expedited delivery even if the customer pays for it! If the package was set up to be delivered by SurePost, UPS can’t change it and act as the end-​shipper.
UPS Corporate should not accept the ill-​preparedness of 1 shipping center affecting how they are viewed as a company overall. Also, customer service reps should not relay in-​house codes to customers because it only creates more chaos and adds to the frustration. I have calls into KRON4, the US Department of Transportation and the BBB over the misinformation by a couple of UPS collect-​a-​check workers. I also have some valid concerns around not being able to escalate these situations and contacting UPS Corporate. I should not have to use an auto-​attended to get a human being that can’t tell me an email address or direct phone number for a corporate contact!
Supposedly, UPS has extra hands involved in the sorting/​processing and will be working this weekend to get the situation under control. Note to UPS: Christmas 2015 is coming soon… BE PREPARED!

Generally speaking, UPS is pretty good at keeping track of packages and making sure everything gets delivered on time.
However, packages going through the San Pablo UPS center have a higher chance of becoming delayed. Packages will not be loaded off the truck and be delayed or they will sit at the facility for a few days before being delivered.
Not a fan of packages that go through here. Customer service is also very unhelpful to help resolve these issues too.

1^st off: THANK YOU Jolene, Helen, and Kim for the great customer service over the phone. They deserve 5 stars for the help they provided me. They were professional, calm, kind, efficient, etc… Helen is as advertised on Unilocal: a truly caring person. She genuinely cared about my delivery. She gave me step by step updates on their quest to find my packages.
As for the driver I have to deduct a star for delivering my son’s packages a couple house away. It happens but he did swear he delivered to 575 but my great neighbor from 557 called the phone # above the name & address on the packing sticker to get the delivery to the correct house.
*MINUS 1 star*
Claims department over the phone was just RUDE. No professionalism at all. Felt rushed throughout the claims process. Attitude was poor. Hung up on me before I could clarify things. She just added to the frustration.
*MINUS 1 star*
Overall the 3 names I mentioned above are the only reason I posted a positive review of this company. If the management of this center sees my review, I hope they can give these 5 star women more than a pat on the back, a free company calendar, or donuts. Please give them a nice lunch, a PTO day, a spa gift card, or how about a decent raise!