Avoid shipping by UPS if you want your package to get to the correct location! Repeatedly we have had packages dropped at our house that are not ours. The address on the package is correct but the drivers leave it at the wrong address. When I try to call to have them come back, they react as if I was the cause of their error! Incredibly frustrating...and even more so to the real owner of the package! read more

Very disappointed with UPS Chantilly. My granddaughter's insulin pump malfunctioned and the company that makes it "overnighted" via "Next Day Air" a replacement pump. Tracking said it was to be delivered by 10:30 A.M. on 09/27/2019. Waited all day. Tracking never changed. When I messaged the automated system AT 3:09 P.M., it said it was "ON TIME"! At a little after 5:00 P.M. a UPS truck turned onto our street & I thought, finally. He stopped at 2 houses before ours then drove past and stopped down the street. I waved the driver down and asked about our delivery. He did not have it. Gave me a number "directly to the intake center". No answer. Called the help number in the e-mail tracking letter. Recording said The package would be delivered... you guessed it, at "10:30 on 09/27/2019". Called 1(800)PICK UPS. This gentleman told me that "the package is still in Kentucky". When I countered with the detailed tracking information which had a "Destination Scan" in Chantilly, he said, "that's just a computer scan, the package is in Kentucky. It never left Kentucky". Why, I asked? " To which he replied "I don't know. It will be delivered on Monday. Is there anything else I can help you with?" I said you can explain to me why you would send an e-mail stating that my package is here when it is not here with a destination scan that has no meaning. " I don't know ma'am. Your package will be delivered on Monday". I asked for a supervisor, who said the same thing. When I asked for his supervisor. He said "I am the supervisor." Well then, I asked, who do you answer to?" He said, " My boss does not talk to customers, your package will be delivered on Monday." He didn't care that my granddaughter was suffering through lots of extra shots & finger pricks to maintain her blood glucose levels, or that the equipment could be damaged by heat if it sits too long in a hot truck. We drove to the Chantilly Distribution Center & were told "It's here but it hasn't been sorted so finding it would be like finding a needle in a haystack." So I called the pump manufacturer to let them know. Of course they wanted the tracking number & saw the same info about a Friday, 10:30 delivery. She put me on hold & came back a few minutes later & said the pump will be delivered by 10:30 on today, 09/28/2019. NO PUMP! New tracking now says Monday. THE PUMP DID MAKE IT TO CHANTILLY ON FRIDAY BUT WAS IMMEDIATELY SENT BACK TO KENTUCKY BY ACCIDENT! Not one person could be honest with me. My son-in-law figured it out after talking with someone at the pump manufacturer's assistance line. Really, really disappointed with UPS. read more

So the package is sitting on the side of the road, not even in our driveway. We cannot see the road from our house, so who knows how long it has been there? No ice, no snow, just a lazy UPS driver. Nevermind that we have repeatedly filled out the customer preference to deliver to the front door. Too heavy to lift with my shoulder injury. 2 calls to UPS, which assured me package would be redelivered - 3 hours ago. read more

Next day shipped a package, weather delayed it and I got stuck with it sitting all weekend somewhere on the way then it goes to another place to sit on Monday due to weather, I'm still okay. Tuesday it's out for delivery, okay now I'm happy, I sit and wait, 5:30pm my package is changed from out for delivery to delayed by weather. Won't try to deliver it first thing the next, won't give me a 2 hour window unless I pay extra for it, don't offer anything other than wait until the end of day tomorrow. The next day is just a repeat of sitting and waiting with no package delivered but at least they let me think I was still going to get it until 7pm when they changed it. Again I'm told pretty much move along nothing to be done here. You may or may not get your package tomorrow by the end of the day, no we won't comp you a 2 hour window, no we won't try to deliver it first thing so you actually get it. I get it they are backed up by why load the trucks with more packages than can be delivered? Why not add some sort of priority to next day packages that have already failed to be delivered? Because we are UPS. For reference kids are back to school but UPS is still saying weather is the reason my package isn't being delivered. I guess I should request FedEx from now on. read more

This has been an ongoing problem since the beginning of this week.At first, BOTH my packages were delivered to a complete different city. And the guy actually signed for both of the packages... I'm not sure how you completely switch up the cities. I guess UPS actually realized they screwed up and took it back. After that i called them and since Tuesday, it is now Saturday, they say its been on the truck out for delivery everyday. The weird thing is i have not yet received these packages. I have told them to hold the package a couple of days ago at the facility. So yes i have waited to pick up these packages. I go there today (Saturday) to go pick them up and now they tell me that its in a trailer locked away. They lady that i talked to said they cant even guarantee that i can come pick it up on Monday...This is by far the worst shipping experience i have ever had and do not wish to ever do business with ups ever again. read more

I agree completely with these most recent reviews. I have been a lifelong loyal UPS customer and was always willing to pay a few extra bucks because they were so reliable. WHAT is going on?? I paid extra for a guaranteed delivery date, which is now three days ago. According to scans it has been sitting at the Chantilly facility all week. I have gotten messages 5 different days this week telling me my package was on the truck for delivery only to get a message at 11:30 at night telling me it would come the next day -- which it didn't. In the last year, I have had deliveries meant for a neighbor left on my porch 3x - including a heavy fire pit. This week, instead of leaving packages on our porches, the driver has been leaving them in our driveways, next to the garage door so we can accidentally back over them. How can such a good company go so wrong. And there is seemingly no way to make this mess known to UPS corporate. So I guess they don't care. FedEx it is! read more

I stopped in today to mail two Amazon.com returns and an associate Mike was more than helpful. My boxes were a disaster and he took the time to rebox everything and securely tape all the items. Big thank you to Mike for all his help today! read more

this place is awful. i didnt get my package in time and ended up going to a store and buying a whole new one. i ordered an item that said it would come in 4-5 days but my package got delayed a whole week and i only live a couple minutes away. i dont know what their doing but at this rate i think my package will never come. read more

Tracking system said my package would be here today and that it required a signature. I stayed home from work to receive/sign for it. Have been working in my home office (right next to my front door). Next thing I know, checking the status, it says delivery attempt was made, and receiver was not there. What?! No one came to my door, no slip, no notice, nothing. Furthermore, half hour later, I see the UPS truck across the street making a delivery to my neighbor. The on line chat was useless...'we're sorry you weren't there, there will be another attempt tomorrow'. Arghh! How about you send them back with my package? 'No, the local facility (Chantilly) is very tightly scheduled and won't go back. And 'the facility will call you within an hour'...that was four hours ago. After a lengthy conversation with someone on the 800 number, it was determined that I could haul myself to the local facility, a half hour drive, if I wanted to, late tonight, or they could make 'another' attempt tomorrow. Of course, I will have to stay home from work again tomorrow, and who knows if they will ever come. If I can help it, never again, UPS. read more

With all the technology of today UPS needs to figure out a way to let people know when a driver is in there area. I am waiting on a laptop that I ordered I have to sign for it, they give me a 4 hour delivery window during the work week. I could head home for an hour or so if I knew when the driver was in my area. Instead I have to wait until the driver misses the delivery the first time and change it to pickup and pick it up the next day. If I knew it was going to be this complicated I would have just picked it up in the first place. read more

I have to agree with most everyone else. SLLLOOOOWWWW service and incompetent personnel manning the package pick up desk. I was picking up a signature required package that was in my husband's name. Our names don't match but we got by that hurdle. However, turns out the shipment was in two boxes that got separated and I only received one package; I was unaware that there were two boxes. The other package was out for delivery... and I may have to go back over there to get it as it requires a signature. Who knows if these people are competent enough to figure out that I only picked up part of the package. Right now the tracking number shows everything as "delivered" so I can only imagine how impossible this will be to straighten out. Would it be beyond expectations for the woman at the desk to have said "Ma'am, there is a second box on this same tracking number that is out for delivery. What would you like us to do? " read more

UPS does not take responsibility for their delivery mistakes and blames the customer when the not deliver or deliver packages to the wrong. Also, when you try to solve a problem, they pass the buck to the 1 800 number and the 1 800 number passes the buck to the local center. They suck! read more

Worst experience. My package got held up here to due an "incorrect and incomplete shipping address". I call the main office and the address is correct. I never hear back from this facility. I call again and the office tells me I have to pick the package up myself - right before Christmas!! So I have to drive out there to pick up a package that they were too thick to deliver to the RIGHT PLACE??? read more

I had a package shipped UPS Next Day Air Saver. On their website, in the description of the service UPS offers this as the 1st benefit of the service, "Guaranteed next-day delivery for peace of mind." Here's what that means: - Package ships on Wednesday, I pay extra for the "benefit" of UPS' guarantee and "Peace of mind," realizing I wouldn't receive the delivery Thursday, I really needed it on Friday. - At 4 pm the truck from this location arrives and my wife, my son and I hear the driver say that he couldn't find it, but said they would do what they could to deliver it by 7 pm. - I call 800-pickups every 30 minutes to see if there was any information. Nothing other than my package was on the truck for delivery, which I already knew was not true. - By 6 pm, my "peace of mind" was gone. I got on the UPS website, found the customer support live chat where, at 6:30, I was told that the rep would contact the local facility and I would receive a call. I gave them my cell phone #. - After 47 minutes, I needed to use the restroom and unfortunately (though properly in my opinion), I'm one of those who doesn't take his cell phone there. - At 7:17 I get a voicemail from the facility (no name offered, I might add) explaining that my package was "mistakenly" put on the wrong truck "so what will happen is we'll put it on the right truck and deliver it Monday." Monday is too late. That's why I paid for "guaranteed" 24 hour delivery even though I knew it would take 48 hours. - At 7:19 I called the # from which I received the voice mail. No answer. I look up the number to find it's a cell phone not associated with any business. - So it's back to 800-pickups where I hit 0 instead to get a real person. I asked the rep what could be done and offered to drive to the facility to pick it up the next morning. She put me on hold for 10 minutes and then told me she was sorry but they couldn't "upgrade" my delivery. - I kind of lost it. I wasn't asking for an "upgrade" just for some accommodation that was far, far less than the "guarantee" for which I had paid and which UPS royally fumbled. I elevated the issue, but after about an hour on the telephone the best I could get is a request to change delivery. That means I get to check the tracking of the package until Monday morning to see if they can actually accomplish it. Otherwise I wait until Monday afternoon, at which time, it's too late - 1st class mail would have had it here today, more than 48 hours faster that UPS' 24 hour "guarantee." To sum up: I paid for 24 hour delivery knowing that it would take 48 hours because of the importance of receiving delivery by a certain time. UPS is now "guaranteeing me 120 hour delivery. I'm paying dearly for your mistake, UPS, and you can't even allow me to make accommodations to the point of forgiving your promises and guarantees so my package can actually help me. Thanks. I posted this to Facebook which led to the following exchange: Chronological Comments UPS Dimitry, I would like to have the local center contact you on Monday morning about this again and make sure that this is out on the correct truck and will be delivered to you. Please email us here at help@ups.com with your tracking and contact information. ~Christine Dmitry Rurikovich You don't seem to understand MONDAY's TOO LATE. It doesn't matter by then. The time sensitive nature of my package is why I went to the 24 hour service. Don't you understand that 120 hours could cause problems for people Dmitry Rurikovich It's sitting at the local center less than 20 miles from me, I needed it yesterday. Not Monday. I offered to bend over backwards to get it today. UPS doesn't care. Dmitry Rurikovich Here's the auto response I got from Help@ups.com Dmitry Rurikovich Auto-Response By (Administrator) (11/28/2015 09:42 AM) Thank you for your email. Our Social Customer Service representative is working on your request and will respond to you within an hour when received Monday 8:00 a.m. EST - Friday 7:00 p.m. EST, emails received outside of these hours will be responded to by 9:00 a.m. Monday. Sincerely, Social Customer Service I have to admit it made me laugh. To be fair, Christine wrote back to please ignore the Auto response. I knew it was an auto response, but it didn't make it less funny. That was an hour ago, since then... crickets. Finally, 5 hours later, I get an email. No effort whatsoever to own and fix their mistake. They instructed me to go to the shipper to get my money back and are sending me a $25 egift card. Their final solution was to insult me. read more

I set up a registry on Babies R Us for my first pregnancy and my mother bought us our crib and bedding set. The bedding set was sent through Fed Ex (which also happens to be in Chantilly, right down the road) and the crib was sent through UPS. I wish now that it had been reversed. The box AND the bedding set that came from Fed Ex was in near-perfect condition. However, when the crib arrived here, the man said "If it's damaged, you can get your money back" and obviously, I thought "It's a crib, why would anyone be so careless as to damage it in the shipping process". Needless to say, the box looked like it'd been through a storm and then a few stabbings, minus the rain. There were gaping holes in the box itself and then loe and behold, the first thing my fiance and I see is a huge hole in the wood of one of the pieces. Just this fact would've justified not even checking the rest of the set, but we did and found that many of the other pieces were scraped and warped. How could such a prominent and supposedly highly ranked company handle something like a crib with such ignorance? It's like they tossed it around a few times in the back of a truck, hoping it'd turn out alright and I'm sure the man that delivered it KNEW it was damaged. I REALLY hope the next time (after we return and get my mother's money back for this crib) we get anything mailed to us, it's through Fed Ex. read more

First - do you have to give any stars because one is too many for UPS right now - this is more a review about UPS in general than this specific location...we recently switched from Fed Ex to UPS as a shipper of choice for our company's logistical needs - this was based solely on price...since then, things have been nothing but a royal pain ...I'm writing this review waiting for a pickup that was scheduled to occur more than 2 hours ago...calling their customer center resulted in their customer service people saying they were running late and were unable to offer any timeframe what so ever when my pick up might actually happen...so what's the point of these guys even asking for a pickup time if they have no intention of considering it? Was that some BS ploy designed to make me think I actually might have some say in this? What I'm starting to take away from dealing with UPS is that they really don't give a crap and will get around to dealing with your logistical needs when they get around to it...it's not like my time has any value or like I have anything else to do....I mean, that pickup time was just a load of garbage in the first place right? So...I should just plan on sitting on my rear end from 8 in the morning until 8 in the evening when they just may actually get around to picking up my shipment...maybe.....and this is supposed to make me love logistics and feel good about using UPS? Right now, I'm really staring to feel sorry I got involved with them in the first place....in this case, brown stands for something else entirely read more

The incompetence & lack of care of the delivery personnel is beyond proper description. I'm not quite sure if the pleasant, apologetic customer service reps are covering up for them, because they would not go above & beyond to deliver a package that I must sign for, but not alerted I needed to sign for, until I missed the second attempt to deliver. Upon discussing the situation with customer service, I was informed the item was on the truck & the driver will come back around to deliver the package that evening. I was assured, by a second person that the driver will, indeed, come back that evening, so I could sign for the package. The driver, apparently, chose not to complete his assigned task, that is, if he was told he was to do so. Called on Saturday morning, spoke to 3!!! apologetic customer service reps, who said there is nothing they could do, other than my waiting until Monday's delivery, where I must be here to sign for the package. They do have a Saturday delivery, but because it is an "upgrade", they would not go out of their way to deliver to me. read more

Anybody that wants to send a package and not have it get lost, or anybody that wants good customer service should NOT go here! I had a package that was supposed to be packed and shipped by the ups store. I find out a week after they supposedly sent my package, that the could not find it anywhere in their system and they told me it "never even left the store".. I received a call from the 'manager', who told me that i needed to bring in my shipment reciept to her so she could see what was going on. I asked her what would happen if they couldn't find the package (keep in mind this was something that was over 300 dollars, so i was pretty worried about it being lost, obviously). This crazy women started telling me to "stop arguing with her on the phone and just come by the store"- first off, why should it even be ME coming all the way to her store- it wasn't ME that lost the package!! And second, i told her that i wasnt trying to argue with her- and thats when all hell broke loose. This woman who calls her self a manager went OFF on me!! Yelling at me down the phone that yes i was trying to argue with her, and she would not let me get a word in edge ways- everytime i tired to explain myself and my concerns over my missing package this woman was yelling over me. I asked for her name, she would not give it to me- that shows you right there that she knew she was not treating me as a customer. Anyway the woman kept going on and on being extremely rude- infact i have NEVER been talked to so rudley before in my entire life! I told the woman that i was not going to deal with her and her yelling and put the phone down. I filed a compalint with ups head quarters. Do not go into this store, because as soon as problems arise, you will be treated with disrispect and be yelled at by a crazy lady on the phone. I will NEVER set foot in this place again. read more

If they had less than one star, I would use that. This is a horrible service center with absolutely awful customer service. Stayed home all day to receive this package. Delivery person did not knock loud enough for even my dogs to hear it (and they bark half the time when people walk by the front of the house. I call UPS. They say their resolution center will call me back in 1 hour. 3 hours later I call UPS, they say the same thing. They finally call back 5 hours later. I put the package on hold for a day since I cannot be home the next day. I check the status in the morning and they have entered a new delivery error stating the address (where the left my delivery slip) cannot be validated. I call back and they say the error code was entered incorrectly. I ask if I can just come and pick up the box. No, it is in a seal box. I ask about delivery. They say they will have to charge me $5 to change delivery. I finally give up and tell them to hold the box and I will pick it up the following day since it is apparently impossible to get a box that is on hold. I strongly recommend using any other delivery service if you are in the Chantilly area. This UPS center is terribly run, they don't care about their customers and you, the customer, are somehow always in the wrong. read more

I work at this facility during the 3am preload shift and I can tell you we do our best to make things go smoothly for you as a customer. Our computer systems aren't always the best and to those who live in apartments who've had the package left at the front office, allow me to explain why. Driver's don't necessarily deliver according to what was originally written on the package, they have to go by the label provided on it. Sometimes that label doesn't say apartment/suite numbers or even a consignee name so they do the best they can by dropping it off at the front office, hoping the people there know who you are and can get it to you. Oh, and just to inform you of something else, the USPS handles a lot of packages that have already made it through our processing facilities. We take small packages from places like Land's End and ProActiv. They're initially shipped through us then when they're close to their destination, they're sent to the US Postal Service for final delivery into your mailbox. We even handle a few packages originally shipped through FedEx that somehow made it into our hands. Also, it doesn't matter whether you live 5 miles or 50 miles from the HUB where your package was processed, the routes are designed for the most efficient delivery route, not necessarily the closest person first. Next time you want to complain about something, take this knowledge into account that there are a lot more factors besides laziness that would make a driver do certain things with your package. One of which is that drivers are on such a tight schedule they don't really have time to stand around and chit chat. If a driver is given a route, you can bet he's pulling his hair out trying to get to all the places on time, then after delivering his whole load, he has to pick up more packages to take to the hub. It's so time sensitive they're probably always doing a couple mph over the speed limit. Why? because if he takes to long to do his route, they demote him and his family suffers. One thing I WILL back you up on however is that I find it inexcusable that they don't ring your doorbell to let you know it's there. read more

Just don't pick UPS to deliver anything..These are a bunch of uneducated retards who don't know how to deliver a package. I was supposed to get my package on February 12th, they were flowers and I was at work they left a note on my condo door and I called them up if they will be able to deliver on Feb 14th, but alas bad weather only to UPS guys I think, because I got an international package delivered right to my door from USPS..joke right!! and then they made a second attempt on Feb 17th finally , I thought but the delivery guy somehow didn't enter the building at all!! why? God knows and he left a note in our parking lot access door!! when they did enter the building first time how could they not come inside the building second time?? We didn't leave our home whole day for that package..!! So, we call up customer service and wow are those retards from some alien world? rude as hell to the customers and hung up while my husband was so polite to her? The service of UPS is a big joke..If you cant promise the service you turned into business go sell some peanuts in a park. Don't waste our valuable time.. read more

I had two packages that were due to be delivered at my home which is in an apartment building. There are specific directions at the management office to leave the packages with management or if they are not in to take the packages to the residents apartment. The two packages did not show up, and when checking was told that the packages were delivered to the "front door". I questioned the fact that a delivery person would leave packages at the front door of an apartment building. I submitted a claim and ups supposedly did an investigation. Their response was that they had "proof" that the packages were delivered by the note left by the delivery person . When looking at the proof online suddenly the times of delivery were changed and the two messages show two different times of delivery. I did not hear from ups again although they assured me that they would contact me. Finally I called to check on progress, was told the claim was closed, investigation done and it was too bad that nothing could be done to help me with the dilemma. The company representative refused to listen to my questions and was only too happy to get rid of me. I am unhappy about the service and the interest in ups in customer satisfaction. read more