UPS Drop Box

Unbelievable incompetence. UPS never is able to deliver to my apartment because there is a keypad and they always refuse to call the apartment, no matter if I’m home or not. I called to tell them to hold onto it at the store and went to pick it up on a Friday. They say it’s out for delivery. I tell them again to please HOLD IT AT THE FACILITY and leave.
Monday I come back and after waiting in a 30 min queue (20 of which were spent with the attendant not even at the counter), they tell me it’s on the truck AGAIN and tell me to wait for an hour until the driver returns. There is literally no way UPS will ever deliver to my apt so I don’t know how many times I have to tell UPS to hold the package at the damn facility. If I could use any other system I would but I am stuck with ineptitude and terrible customer service. Another thing is that their hours are ridiculous and make no sense. Why are you open only 5 hours a day split up between 2 times?!
If the US govt is doing a better job than you, maybe rethink your business’ existence. If you just listened to customers then I wouldn’t have the time to wait around and write angry Unilocal reviews.

Incredibly rude, short, horrible customer service. The rep who helped my didn’t say hello, ask my what I needed help with. Just grabbed my ticket, told me the drivers not here and then started helping the next person. He didn’t tell me why to do until I asked and of course I simply he to get back in line that was now at least a half hour to an hour wait. All because the UPS driver couldn’t wait a few minutes while I was at home and instantly left. UPS customer service is a joke

Okay, first of all — this is NOT just a «drop box.» It’s a whole building with a sign that says «Customer Center.»
Second — their hours are split throughout the day, Monday-​Friday, 8:30am — 10:30am and 4:30pm — 7:30pm. They will only serve customers for 5 hours per day, 5 days a week.
So, when I showed up at noon on a Friday, you know exactly how I felt. Don’t make the same mistake I did! It was a very frustrating experience.

UPS has failed on more than one occasion. I paid in advance for expedited shipping on a letter-​package. They always deliver around noon. I was home the entire morning and afternoon and rather than doing their job, providing the service that their business is based on, they simply walked off their van and plastered a info notice on my wall and ran back into their vehicle to drive away. The package is a letter, weighs less than a lb. It was sunny, 70 degrees in New England in a calm neighborhood with the fire and police department a block from my house. There was nothing blocking entry to my front porch. This driver had no legitimate reason for not knocking on my door or ringing my doorbell the day he delivered the package. It was absolute negligence on his part that is jeopardizing my future plans. This, is apparently an extremely frequent occurrence with this UPS location and hundreds of visible complaints have been filed with no solution or compensation. In the best interest of the business and for the sake of the customers demands and attention, this driver should be terminated and all others should go through extensive re-​training. The fact that they’re a large business does not give them the right to disrespect and disregard the customers who supply their business.

I have literally never received a package from the Somerville carrier facility actually at my home. Even when I stay home from work all day to sign the driver never shows up and I get a message later saying the delivery was attempted and no one was home. When I tried to authorize the delivery be left I was told the driver refused to deliver without a signature. Neither the USPS nor FedEx has ever had an issue delivering to either my Medford address OR my Chelsea address but for some reason UPS always has issues. It’s gotten to the point where I won’t order a product if it states it’s delivered through UPS because the driver is so unreliable. I had to deal with it again today, apparently JC Penny uses UPS for their standard delivery. Had I known I would have avoided ordering anything.
If you live in the range of the Somerville, MA UPS facility have your package sent with a different service or mail it to your work.

I had a chair delivered to me but didn’t want it to go to my house. I requested that it be held at this service center. It was! At this point so far so good. I ended up having to have a day procedure on the 15^th so I called to ask for an extension (they only hold your stuff for 5 days) I spoke to someone at the 800 customer service number who gave me a 5 day extension. Low and behold I went to get my chair and it wasn’t held it was sent back. I called the 800 number again and was told someone would get back to me. NO ONE DID, I had to call them back and explain my story 4 times before anyone got it right. So needless to say my chair was sent back again this time I was waiting at home with my mom who is elderly and I am on the 3^rd floor. The driver who is about 5 ft 10 brought this 89 lb package to my door and when i explained that I couldn’t lift due to the surgery and my mom is elderly he said oh well I am leaving it here. Mind you he had a dolly and could have brought it up stairs as I requested. I asked him for his name and he ignored me I said so you are going to ignore me he replied with I’m the only driver in Chelsea figure it out. OMG i couldn’t believe this, I went straight to the service center and asked for the supervisor. He was nice said he would talk with him and get back to me either that night or the next day. Its 2 days later and still no call. The customer service in this place is terrible period. If there were another way to have my items shipped I would for sure but the online company i order from uses UPS. I will never ever use them voluntarily and if there were a way for me to give less then one star I would. Use fed x or the regular mail this place is just bad

I wouldn’t give any stars if there is an option for it. I have to agree with the other reviewers. The driver never showed up for the 2^nd attempt which I was at home the entire day. I called customer service to place an urgent request. I got a call back within 15 mins from the facility center which they said they will re-​deliver my package. I waited until 9pm and the driver never showed up. No door notice. Don’t make promises if can’t keep.

Great customer service!
The whole delivery was a pain but it wasn’t because of UPS. This location called to give me a time when my packages would be at the pick up center. I did have to wait in a small line but the gentleman working there was efficient, quick and very helpful. Thank you for all your help!

i wud give 0 star if i had the option to do it. i moved to malden from Arlington and ill tell u ups here is like hell. ups 43 third ave have the laziest driver and liar. i dont know why the company doesnt change the management over here. i ordered like 5 times from amazon and only got 1 delivery on time. They will say
delivery missed but the driver never showed up, at least leave a note if u want to prove u were here. i have waited from 7 am to 9 pm everytime i see out for delivery in my tracking number. everytime there is no sign of truck nor the dude in brown clothes. later i find u have missed the delivery message then my blood pressure goes up the roof.
sadly i have no other choice but to go with delivery toture everytime i purchase something. if i hadnt bought a house here, i wud definitely move back to Arlington which has the best delivery company called USPS.

Terrible, terrible customer service over the phone. Why is it an inconvenience to do your job? Seems like that’s the culture here.

They tried delivering to my burned down apartment. Called and requested them to hold it at their will-​call center. Next day they instead took the package out for a 2^nd attempt at delivering to a burned down apartment; because maybe we’d be there that time. I called the center and they said they’d have it soon for will call. Called two more times throughout the day as tracking still showed it on a truck. At 5pm it showed as available for pickup in tracking. I arrived there at 6:15 and they told me to come back at 7:30. I did and waited till 8:30. I was then told the driver would be out until 9:30−10pm and to come back tomorrow. We have no recourse but to accept this. These people have zero management or liability. #ups #customerservice #goingindry

UPS’s slogan is «What can Brown do for you?» In the case of the Somerville UPS Customer Center, the answer to that question is: «Diddly-​poo,» «nothing,» «the exact OPPOSITE of what you want them to do,» and, well, you get the point. This entire place is an utter joke. There have been a handful of times that I’ve received those beloved little package delivery attempt slips on my door. There is SO much information that the driver can leave on these slips, and none of it is ever filled out. I never know if simply signing the back is enough or if I need to sign in person. As such, I now call every time I get a slip to see if it’s OK for me to sign the back. So last time I got a slip, I called, they gave me the OK, and I left it signed on my door.
Next day, same exact slip is still there. I call and they told me that «as I had requested, the package was being held at the pickup center.» I nearly blew my top. Not only had I NOT requested that at all, but I specifically told the person on the phone the night before that I HATE going to the customer center as it’s in the middle of nowhere and I don’t have a car. It’s very hard to get to without a car. That’s why I was calling to make sure I could sign the back of the slip. Anyway, they tell me that they aren’t sure why it was being held, but it will definitely go out the next day. So fast forward to 8PM the next day and my packing slip is still on the door when I get home. Increasingly frustrated, I call the customer center he tells me that, despite what my tracking alert number is saying (that it’s being held for pickup), that no, they did send it out to be shipped today! I told him that the slip was still on my door and I had no package, and he told me TO GO PUT THE SLIP BACK ON THE DOOR! Past 8PM at night, claiming that driver’s are usually done by then, but they aren’t allowed to go home until they finish their routes. So I said «OK, I’ll go put the slip back on the door, but what do I do when it’s still there tomorrow morning, and there is no package?» He told me that they would have to «start an investigation» if that happened.
I bet you know what I found on my door the next morning. Yeah, same slip still there. It’s now Saturday, and I can’t get through to the customer center, so I call the number on the tracking slip and explain my whole ordeal to the woman. She says that she doesn’t know what that person the night before was saying, but that my package was still, STILL, being held for pickup. She said she’d leave an urgent message at the customer center for a manager to call me first thing Monday morning.
I spoke with the manager on Monday morning and explained everything I just wrote above to her. I told her that at least 2 – 3 of her employees had no idea how to do their jobs correctly, and she gratified that with zero response, despite the glaring evidence in front of her. She did tell me that my package would definitely go out for delivery that day though. Imagine my utter shock to actually find the package waiting for me when I got home! Who knew, after 4 phone calls, mountains of aggravation, the manager could magically somehow get the package to appear that very day!
I strongly recommend that if you live in Somerville, that you never have anything delivered from UPS. It’s not worth the aggravation of dealing with these incompetent buffoons at the so-​called «customer center»
YOU HAVE BEEN WARNED!

Besides their weird hours, the service is good. Call ahead of time to make sure they’re open.

What can I say. Every time I come here I hope things would be different. This place is such a mess that isn’t even worth going in to details. I’m just surprised UPS corporate haven’t try to make this location just a little better.

My house has existed since 1844. I’ve lived in it for 3 years, receiving UPS shipments regularly (I’m an Amazon Prime customer.)
I had a time-​sensitive package that should have been delivered today. I received a notification from Amazon that «Carrier could not locate the delivery address. Please contact the carrier for next steps.»
This is after 6 months ago, they delivered one of my packages to the wrong house (same number, wrong street but similar street name.) The neighbor oddly accepted the package and held on to it for 3 weeks without contacting us. Since take out delivery places sometimes deliver our food there, my husband talked to them and found out they had been holding onto it. I called UPS Somerville (the depot that handles our deliveries) at this point and told them about the mistake, and they promised that it would never happen again. They said they were putting some kind of flag on my address so the drivers would pay close attention to it since there is another similar (but wrong) address in the neighborhood.
And now this.
UPS customer service is of course friendly and polite on the phone, and they try to take care of the mistake after it happened — but it never should have happened in the first place. I’m paying for Amazon Prime for a reason. And I won’t get refunded the fee.

Everything went RIGHT!
Me, unlike everyone else, well, I had a neat-​o enough time getting what I needed to get done at this place. But let me first say that my review, my experience, with the Customer Pick Up window at 43 Third Avenue has NOTHING to do with the waiting for a delivery.
I think someone else mentioned wishing they had been notified about having to sign in the first place. I wasn’t aware either and missed time sensitive material that I really needed that day. But I still had time (I was trying to meet the Tax Day deadline).
I first mapped it out online and figured out how to get there from the Orange Line T (Sullivan Station). I noticed some interesting infrastructure along the way and actually looked forward to walking through there.
They open at 8:30 so I got to Sullivan Station on the bus by 7:50something and I walked until I found the cross street I needed and then passed under this really cool looking double tunnels and kept walking until I found the street I needed to turn on to find the UPS facility.
It was obvious with all the employees in brown uniforms. I found the entrance easily and opend the door. I got there at 8:25. Two nice women opened the half door window and I said hi and I gave them that notice they leave. And I did have to say «It’s an envelope», and she thanked me and actually recogonized the name. I was thanking them and out the door in 3 minutes.
Sweet.
Thank YOU UPS!

This is the worst place. It’s in this industrial park that is kind of scary. The driver on my route doesn’t ring the bell or even leave notices sometimes so I end up here more than anyone should. The absolute least they could do is to try and deliver a package properly. That’s supposed to be the one thing they’re good at, it’s literally their name.

Same experience as everyone else. Drivers seem determined NOT to deliver packages. They list «attempts» which never occur, refuse to leave even tiny packages in the box or the lobby the way every other package is left…
When I called I was told the only way I could get my package was to meet the driver on his route somewhere (!!). Either that or he would continue to try delivering but they couldn’t tell me when & told me they couldn’t ask him to just leave the package (it is at «driver’s discretion»). When I inquired as to how people who work during the day are expected to receive packages, the woman hung up on me.
I’m not sure what the conspiracy is at this location to keep people from getting their stuff, but there are definitely some real low-​functioning folks working for UPS in Somerville. Avoid at all costs.

TERRIBLE experience.
I was in my apartment waiting for the «final attempt» of the delivery for my packages. I SAW the UPS truck pull up and park on my street at 6PM and I waited and waited and waited. At 9PM I looked on line and supposedly the «final delivery» was made at 8:33PM, less than 30 minutes before. NO NOTE, NO ATTEMPT. Of course I called the corporate number who said it was already being shipped back and then I called this facility where someone said that he would hold the package until the next day.
(Mind you, it was 30 minutes after this supposed attempt which really meant less than 20 if the truck went straight there from my apartment and immediately took the packages to wherever things get «shipped back» from.)
I go back the next day and NOTHING. Already shipped it back. Total joke. The «final delivery» attempt is a joke and so is the customer service here. Why even have a final delivery if you’re going to ship things back immediately after. At least give people until the end of the day to go and get the package.
This was such a frustrating, miserable, time eating experience. Why do you bother not trying to make an attempt at delivery, UPS? It’s just going to create more work for both of us. I know accidents happen but they made no effort to fix this or apologize or anything. I really felt like they didn’t give a crap about my business or the packages.
Update ³⁄₂₆: Once again, no delivery attempt was made and a yellow sticky note left. Customer service center was an awful experience as usual. Separately, UPS My Choice continues to give incorrect delivery information.

«If I could leave zero stars, I would.» I echo this sentiment.
Friday morning UPS left a slip saying that they attempted to deliver at 12pm. I was home at 12pm. They did not ring the bell. They didn’t «attempt» anything.
So I called the store to see about redelivery same-​day. Not possible. I was told to come during 7−8pm (to pick up a package that apparently required signature confirmation – which was not told to me or I would’ve signed a waiver!). After waiting until 8:30pm in a line that moved slower than bootstrap molasses, I left, sans package.
I (wrongfully) assumed they would try again for delivery on Monday morning as they were to before. Nope. Monday, 5pm, called UPS only to find out that they did not even attempt delivery because policy is to hold all packages for 5 BUSINESS DAYS. What! They are now «attempting» delivery tomorrow morning.
In addition, this store is horrible to find, the street is awful to bike on, and the line is incredible long at any and all hours of the day.
SEND USPS AT ALL COSTS, PEOPLE.