After having to come here twice within a week to pick up packages I have a pretty good grip on the "procedure" for coming to UPS to pick up stuff. This is the main UPS facility that runs out of Richmond where all the workers come driving our packages to us. You have to drive through a security point at let the guy know you are picking up a package. The people working here are nice. When I went there were a few people picking things up and it did take a little while but I got my packages soon enough and I was in my way. It's a bit of a hike from my place so I'd hope to not have to make this drive too often any time soon. read more

UPS Customer Center - This is the customer center at the UPS facility. - Shipping Centers Near Me - Richmond, Virginia

UPS customer service was absolutely terrible. They lost my package and then spent an entire month giving me the runaround instead of actually helping me find it. Every time I called, I got a different answer and no real updates. Even the supervisor was completely unhelpful and acted like they didn't care at all. I understand mistakes happen, but the lack of accountability and customer support was beyond frustrating. A month later and still no resolution. I expected way better from a company this big. Extremely disappointed. read more

For the third time in the last few months, the UPS driver leaves my packages "next to my mailbox." Every time I have complained that this is unsatisfactory because my mailbox is 150 feet away from my house and is a rural route, so it is right on the highway. Leaving my package "by the mailbox" is like inviting someone driving by to take it! There is plenty of room on my driveway for the truck to turn around, so there is no excuse for this. Complaints to the help desk are ineffective. Looking for corporate complaint site. read more

Mailed vital documents in july to passport office in sterling Va. tracking says it got to Richmond Va facility on July 9th after that my documents go dark no one at UPS can tell me anything except file a claim and because I didn't get any notification that the mail was not delivered I missed my window on my passport application, lost my money on Travel, and have no idea who or where my documents with all my information are ! No one will take responsibility not the UPS store Not Customer Service, I have all the tracking information receipts and yet it's not to be found! I paid extra and used UPS due to the sensitive information in the documents ! If anyone has any help to offer I would appreciate it! Covid came could not complete passport application, now they requested new documents I sent them they are lost I'm out about 600.00 and no passport! No documents and no one at UPS gives a read more

I am an 80 old live alone. The woman next door has UPS packages delivered almost every day at 2514 Kensington Ave in Richmond. The driver takes about 10 seconds every time to say hello and ask how I am doing. That is what BROWN is doing for me. Thank you. ***** read more

I went to this location in Richmond because i thought it would be better to go to a customer center. They claim on their website that they can pack and ship for you oh what a mistake i made when i went here to ship a piece of equipment. It was damaged already which is why i was sending it out but by the time it got to the destination it was trashed and broken even more. The girl at the front desk was not very helpful or knowledgeable about packing things she acted like she was not very interested in helping me either which i thought was rude. I wish i'd read some of these reviews before i decided to go here. What A MISTAKE ! you've been warned. read more

My complaint is with the substitute delivery driver for my area. On SEVERAL occasions I opt for UPS pickup for my Amazon returns. So, my property has a package locker system for package deliveries. This particular driver leaves the labels in the locker! I requested package pickup for convenience! If that was the case, I could print the labels myself and drop them off at the UPS store. Why in the heck would I want to get labels from a locker when I'm requesting the packages to be picked up!!!!!! This keeps happening....if it does, I will reach out to BBB! read more

UPS Customer Center - Labels being delivered to the locker - Shipping Centers Near Me - Richmond, Virginia

UPS ...Utterly Poor Service They list 3 of my packages. The items were worth a total of $1,000. No one knows where they are. In Richmond Va. UPS, they say. read more

UPS has got to be the worst of all possible mail carrier options. I highly recommend nobody use them ever again - the USPS is understaffed, underpaid, and undermanaged but are SUPERHEROES in comparison to the repeat incompetence and customer service failings of UPS. My package went missing for about 20ish hours and eventually was recovered, but in that time I got 6 different answers about it from 6 different reps all delivered VERY confidently and 5 of them very wrong. They don't care about your satisfaction because they know you didn't even probably consider whether they should be used or not, you were just stuck with them. Your vendor chose them. Not me anymore. I refuse to do business with this dumpster fire of company. read more

As a former employee of this company i wouldn't wish this place on my worst enemy! Extremely bad manager skills in all departments and all very unprofessional! read more

Yesterday I sent my niece a sleeping bag...... today when my sister and niece arrived home they found a mangled and lacerated package with the tape ripped off the box..... although the contents were not damaged it ruined the surprise for my 6 year old niece for Christmas morning. How can someone destroy a box knowing it contains an item for Christmas UPS in my opinion is way worse than the GRINCH ! I called the 1-800 number to complain and they passed the buck to 3 other people and never once apologized for this despicable conduct of their drivers. SHAME ON YOU UPS and your DRIVERS ! Next year FEDEX will get my business without any doubt ! read more

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The driver obviously cannot read. My address is on my house and mail box. How can he need additional information? He drove past my home twice in the same day. Where is my regular driver and even the substitutes have never just not delivered. Rural America wants it's packages too. I patiently waited a week for this and to be treated like this by your driver. read more

FedEx would NEVER ! The worse service I have is always through UPS! My package was suppose to be here today, they came and never knocked at any of my doors on my home! They just dropped the notice on my door. A PACKAGE I GOT TO SIGN FOR! I called to go pick it up from this location which is not only 45 minutes from my home but I'm also pregnant and inconveniencing me and my safety at time like this. The representative on the phone was rude, disrespectful and just nasty all around. I hung up in her face. If I could rate no stars I would. I went to the address asked the store owner when will the package be in she said another full day. And she also says they won't allow people to sign for the packages because of no contact order. That's not possible if I have to sign for my package. Poor service from every part of my transaction. read more

UPS lost two packages in one day, one I sent and the other I was suppose to receive. For the package I was supposed to receive, I called Customer Service and I was connected with the UPS Customer Center. The local hub stated that the package was lost or misplaced and it happens all of the time. Their manager defended their actions and words. I began calling at 10:00 and was reassured the package would be delivered yesterday. Then after 2:00, it was the package was going to be delivered before 7 PM. I call back later, and they tell me that the package was lost in Kentucky. Well I check the shipping progress and it was scanned several times in Richmond. So their manager either lied or was completely incompetent. Use Fedex. read more

Lousy, lousy customer service; UPS uses the virus to avoid person to person; according to the UPS website, my package arrived in Richmond, VA, on Wednesday, May 27, the day it was to be delivered. Today's Friday, May 29, and not only has it not arrived, but the UPS website now says that it was out for delivery on Wednesday, I wish Amazon would use FedEx, as UPS is a miserable excuse. read more

I have tried to speak with a human at UPS for several hours now. No such luck. If I could give UPS negative starts I would.

They have held my package at the distribution center for 5 days and will not give me a day to deliver it. They also refuse to give me information on the package or respond to my emails or let me speak to a live person. read more

They were supposed to deliver a package Thursday by 1:15. They did show up until after 5:00 so we weren't home. Friday when they tried to deliver I was at work, so I got an email they would deliver Saturday by the end of the day. I called at 8pm to see what time they were going to deliver my package. (Its 8:27 now) and they said by end of the day. I asked how late do you deliver. Was told by end of day. Again. I asked how late do you deliver. Again I was told by the end of the day. So I asked if she meant they deliver until midnight. She said no between 8 and 830. I explained it's already 830 and I don't have a package. She just said I guess they will deliver Monday then. I explained i will not be home because I have to work but she just keeps saying will be delivered Monday. But signature is required and I won't be home. read more

I have received two packages sent from my mother who is in California, one for my birthday and one for mother's day. Bother packages seem to be tampered with, with items missing but crazy part is the workers took the time to tape my box back up as if the didn't bother it. Someone is tampering with packages at this facility and doing whatever to keep the heat off them, I am now missing hundreds of dollars worth of hair sent from my mom, if anyone is going through something similar please comment this is so invasive and heart breaking read more

The worst customer service...no one can't seem to find a package that was at the facility for 2 days. Drove 40+ miles to get package to be diverted back. Claims that they will try to contact the driver to deliver. Now the package is on a truck somewhere. They gave me the hub direct number and the let the phone ring pick up and then hang up. UPS sucks. read more

This distribution center is HORRIBLE! A package was to be delivered to my house on Friday. The updates stated out for delivery, later that day it was changed to "Delay in Delivery due to weather or natural disaster". It was 85 and sunny there was no bad weather in the area. Delivery was postponed until today (Monday). The tracking was updated at 9:55AM and 9:57 AM that "Delivery attempted- Business closed". This was not true as it is my residence and not a business and I was home at that time. No one knocked, left a package, or a delivery attempt receipt. This is a package from amazon from my mom for my 4yr old's birthday. My mom reached out to UPS customer service around 12:15pm today. She got no where and was told the local distribution office would call her. No call by this evening so I called at 5:37. Again they could not help other than sending a message to the distribution center and assured me that I would get a phone call back. 6:50pm still no phone call. Called customer service a THIRD time. Was told the notes updated to say the distribution center could not get a hold of the driver. I asked to speak to a manager. She was able to contact the distribution center who told her that the package was in fact never attempted!! They have no answer for Friday's issue. Today the package got LEFT BEHIND AND THEY DON"T KNOW WHERE IN THE FACILITY IT IS! There is nothing they can do other than guarantee a delivery for tomorrow (apparently for a package they cannot locate). The Customer service manager cannot give me a phone number either for the location as she only uses intracompany phone numbers. My mom will likely be calling amazon tomorrow to request a new present be sent with a different shipping carrier. Thank's for ruining a 4yr old's birthday and lying to cover your butts!! read more

The customer service is less than desirable. I was told I could pick up a package this morning a customer service rep in the CSR center. When I went there to pick it up, the woman exerted the least amount of effort to look for the package. She tells me its on the truck out for delivery. Three hours later I get a phone call from another woman from the Richmond Center. Less than a minute into the phone call, her true complacent attitude starts to shine through. I tried to explain to her about what has happened but that fell on deaf ears. The UPS driver arrives with a package but not the one from yesterday. I asked him if he knows where it may be and he is as clueless as everyone else at UPS. I call the Corporate Customer Center to find out what is going on with my missing package. The young lady tells me that the package has always been at the Richmond Center and it was damaged during shipment. She tells me I can pick it up at 8:00pm tonight. When I get there to pick up the missing package, I am told the package was so damaged that it was sent back to Amazon. I asked when this decision was made? The rep tells me at 8:00pm this evening. I asked if I could see the package and he tells me its been put on the belt and can't be retrieved. This was my second trip in the same day to the Richmond Center. Each trip is one-hour of round trip travel. For two days I have listened to UPS give me Lip-Service for a package I was never allowed to see. read more

I wouldn't even give them a star but I had to give at least one I guess to leave my review, they tell you to come in at an exact time to have to sit for over an hour! The lady at the desk is rude and doesn't even answer questions just says that's she doesn't know. Employees should definitely be trained better at least with customer service. Also there is nowhere to sit but on top of the desk that people write on! I've seen multiple bugs and I really hope I can just use FedEx from now on!!!! read more

Sorriest customer service I've ever had to deal with......first of all act of congress to speak with a real person instead of a damn machine. When I did get someone they spoke broken English at best! This was for 2 packages delivered to my door that weren't even mine! Both from separate addresses several miles away......hope they don't have anything damaged by rain......storms on the way!! Bunch of goonballs. read more

They have step up there game. So helpful with taking care of us. Keep up the great customer care. BIG IMPROVEMENT!! Makes me happy.

Entering the building is a challenge; you have to go in the same way the trucks do and pass through a security checkpoint where they write down your license plate. There is a dedicated entrance for cars when entering, but on the way out it's up to you to find a gap between the trucks; it's a huge hassle. The service was quick enough when I got inside, but the building itself is old and dim; it's a very unpleasant place. If UPS will let you redeliver to a UPS store instead, that would be preferable instead of coming here. read more

Waiting on a package. Check website. "Delivery attemped at 2:15" aka when I was home. No knock, dude didn't even leave a slip. I go downstairs and see people in the courtyard, which faces the parking lot. I ask one of them if they saw the UPS driver. They say, "Oh yeah. He pulled in the parking lot, waited a couple minutes, and then pulled off around the building. I start walking around the neighborhood. I see a UPS truck 3 blocks away and chase it down. Its on the cross street of my building, this has to be the guy right? Flag him down and ask if he has my package. "Aw naw man, I don't do that street. I just have stuff for this doctor's office". Really dude? Im a delivery driver for 2 different companies, why would you drive a route through streets that have packages, but you dont deliver to them?? WTF kind of sense does that make?! Anyway, I leave The Liar to go about his day and called the "help" number. A woman answered, I tell her I was home, there was no knock, no slip, nothing, and that witness saw him not come into the building. She just says "Well it does say attempted delivery. What floor is it on?" Does that matter?? Ive had hundreds of packages delivered just fine by USPS and FedEx. I tell her theres no floor number its just an apartment number. "Well you could have it held at the Distribution Center" I tell her thats 30 minutes away, WITH TOLLS. "Oh yeah I guess it is. Well they'll deliver it tomorrow". I tell her that I was home today, and they didnt deliver it, so what good does that do me? I also wont be home tomorrow. Also, why do I have to sign for this? I didnt check any boxes requiring it. Can't he just leave the package at the building somehwere? "Well its to protect your package. It all just depends." I'm speechless. What does that even mean? Dealer's choice? Dude just gets to play King Solomon and decide the fate of my property? "Well if you don't wanna drive all the way out here, then I guess they'll just deliver it tomorrow then" WHAT. I SAID I WASNT GOING TO BE HOME WOMAN, DOES YOUR PHONE WORK?! More silence from my end. I literally dont know what to say to his alleged human being. Judging by the other reviews left here, these people love to lose your property or hold it for ransom. So I decide my only choice is to just bend over and take it. "Terrific. I guess I'll just wait for it tomorrow", I tell the eldritch horror on the other end of the line, "Have a blessed day. Iä! Iä! Ph'nglui mglw'nafh Cthulhu R'lyeh wgah'nagl fhtagn!!" read more

ZERO stars!!! This company is TOO BIG TO CARE! I've been getting the run-around now for 3 days waiting on 3 packages that have been in the Chester distribution center since last Friday (this is Friday a week later). I called customer service twice to no avail. Finally a local rep called me and in a VERY rude manner told me that he wasn't sure if he could even find my packages. I then called customer service again and was told that my packages would be delivered (she didn't know when) and would have a local rep call me about them. That was 5 hours ago and no call yet. Their "don't care" attitude tells me that they think they are just too big to fail. I think the only nice people working for UPS are the hard working delivery people. read more

Ordered from two companies and packages keep getting kicked back saying address is not correct. Mean while I had another package delivered at the same address by the same company.... I am lost for words and will not be using ups again Fed Ex always finds the address but I constantly get stuff sent back to companies with UPS. read more

their drivers do not deliver shipments as they are supposed to. lots of times packages and documents are time sensitive and do not reach recipients on time. they dump all packages at the management office without even attempting to deliver the packages to the respective apartments. the driver does not even knock on the doors. he does not even bring the packages from his truck to the apartment. he just sticks the info notice (many times he does not even leave the info notice on the door) to each apartment and then leaves all packages at the management office. it is convenient for him to deliver parcels that way but very inconvenient for us the consumers to collect packages from the office every now and then. they do not even leave the package on the front door despite the fact that i authorize them to do so through their website at my own risk and responsibility.i am home almost all of the days because i work night shifts only but the driver does not knock on my door and the only way i learn that the package has been delivered (at the management office) is through email that i receive from the business notifying that a package has been delivered. i filed a complaint about their driver with in their business but did not see any results. it looks like this business has lot more angry consumers and they are not rendering the service that consumers pays for read more