This is the worst UPS operation that I have ever experienced! And according to all the other reviews I am not alone. Besides having horrible customer service and not customer facing, They tend to fabricate reasons that are not true for delaying delivery. I have been waiting 2 weeks now for a QVC delivery of a laptop. They have attempted to gaslight me for the last 5 days with a ridiculous story about not being able to walk up my cleaned and salted driveway. The irony is my Ring Camera (driveway and door) have not captured a UPS truck since before the last snow storm. I spoke to Daphine who is supposed to be the depot manager who was extremely unprofessional and prepared with her pocket of lies. I am amazed that they would allow some young girl who obviously does not have much experience to handle such a responsibility. I am only giving them a 1 star rating because this platform won't allow a 0 star rating. #hotmess read more

I have tried calling every number there is with UPS and got nothing but pre-recorded AI messages which cannot be avoided. AI does not understand anything that is said to it. They are not humans but pre-recorded babble. I have a hugh complaint regarding a package which should have been at my home no later than 12:00 noon 10/17/2025 per the shipping information. It is now 2:08 p.m. and no package. Trying to call UPS is absolutely the most horrifiying thing to do in the world No one answers just tape recording which do not understand as they are pre-recorded. You cannot even call the nearest UPS location to your home (same problem) I am FEDUP with UPS. I was notified yesterday 10.16.2025 that my package would be delivered by 12:30 pm. today 10/17/2025 (did not happen.) Tracked on line and found that the truck was only about 3/4 of a mile from my home. No truck. It is now 2:12 pm. 10/17/2025 and no package and nothing but AI generated babble to any question you ask it. As of this date I will notify and let anyone I order from to please send my pkg by FED X or US Postal service overnight. Better service. I need the part I am waiting for as my home is not secure due to needing this part to make it secure so I am not able to leave my home. I tried calling every number available for UPS and got nothing but tape records and hold times of well over an hour. NOT GOOD PUBLICITY. The only person I spoke with was someone in HR who told me I had the wrong extension. Asked to be transferred to someone in the corporate office and was told he was not able to do that. WHAT KIND OF COMPANY IS CAROL B. TOME' RUNNING? I will NEVER use UPS again. FED or USPS will be my go to for sending packages. Should you wish to further discuss this with me, I may be contacted by e-mail at: sbslaw13@yahoo.com. I am still awaiting my parts to secure my home. Time now: 2:18 p.m. October 17m 2025. The parts were to be at my home by 12:30 p.m. the latest. Yes, I am repeating myself. Now they are telling me 9:00 p.m. tonight. The security for the garage does not come out at 9:00 p.m. read more

UPS has stolen my package. On Tuesday I received an automatic notification of a package delivery. After calling the corporate 800 number and having a good conversation, the Gaithersburg dispatcher called me. She stated that the truck was stuck in traffic, she "sheeted" the deliveries and assured me my package would arrive. Today it is still missing but still shows delivered to my door. I called corporate again. The corporate representative refused to have Gaithersburg call me, told me to call Amazon and have them handle it. I have a Ring camera. In addition, my spouse was parked in front of our residence at the time the delivery was originally updated. I have no idea why the seller and Amazon have to refund my purchase instead of UPS just delivering it to me. I wish that Amazon would allow customers to refuse UPS to be used. The local UPS drivers have consistently lost my packages. I have found them sometimes next door as well as two blocks away on another street that has the same building numbers. Each time they initially say the package was properly delivered so must have been stolen. Many times whomever they did deliver the package too just steals it. Whem they leave other people's packages at my door, I drop them off at the correct address. read more

By far thee worst delivery parcel carrier whatever you want to call it. I paid for 2 day shipping my package was suppose to come on Tuesday when it said out for delivery it never came, Wednesday it said out for delivery then went back to on the way. I called Wednesday they told me give until 8pm. It NEVER came. I paid for 2 day shipping because I'm leaving out of town. Today marks the 4th day and still no package. Why have people pay for 2 day shipping if the company is incompetent and can't complete the job. read more

My package was supposed to be delivered 2-3 days ago, and UPS employees kept making excuses regarding the weather. The weather was not SO BAD that you cannot adequately drive, so this excuse is BS. Finally I got a notification that my package is within 10 minutes of my house at the Hub location, but that they are closed today and I cannot pick up my things. This is ridiculous, why don't they have staff available for weekend pick-ups? Their website boasts that they offer weekend delivery, but how can they offer that when they are apparently closed? So essentially they are withholding my personal property, and none of their employees are competent at what they do. read more

This is one of the most annoyingly inconvenient locations to ship your items. Not only are you restricted to coming specific hours 3x a day, you deal with poor customer service that offers very little help. I don't understand why theres a time gap from 1030-3pm (where most customers will come during lunch). And if you wait till you get off work, good luck getting there in time with traffic on 270 or 355. Smh, Its frustrating. Avoid this location if you can. read more

I was expecting an important delivery that required me to sign upon delivery on (Black) Friday. Since I wasn't going to be home, I setup a request through UPS for the package to be held at the UPS center. This was approved and I got here are 11:15am to pick up the package after receiving an email from UPS telling me that my package was ready and available for pickup at this location today. I found the location's customer center closed despite the email, and UPS' website clearly showing it open. It had a piece of paper stuck on the door saying it's closed today. I eventually did get my package 35 mins later through phone calls and begging. This is unacceptable. You can't just close a primary UPS center last minute without even notifying clients who have been told to come get their packages. read more

UPS Customer Center - Shipping Centers Near Me - Gaithersburg, Maryland

The absolute worst company there is. I ordered a package from Target and unfortunately they do shipping business with these buffoons. It was shipped on 3/9, scanned and put on the truck on 3/10. Never came, status still says out for delivery. You can't talk to an actual person as their number is voice prompt hell. An email response said package is considered lost in transit. Such a coincidence that Biden gives a bunch of stimulus handouts and now people either stop doing their jobs, steal, or both. read more

Ok. UPS !!!!!!!!! I'm really mad and i hope someone from manegment can call me or semt me an email. First, if you guys are not going to deliver a package ON TIME !!!!!!!!! Please get in contact with your customer. I know i'm not the only customer in the truck, but hey is not my problem when you guys are not able to deliver a package. You should at least get in contact with you customers to let them know that the package will not be delivered that way we can go and pick our item up and done deal. BUT NO!!!!!! You guys That was not enough. The next day i was going to check my tracking update and was saying that the package is in the truck to be delivered. At 7pm today i did called your customer service center and they told me that the package will not be deleted today either. AWESOME GUYS!!!!!!! Awesome Today i was supposed to arrive to a party with a gift that you guyswere supposed to have delivered. Thanks for the flawless service read more

I visited this location and received very poor customer service from a older lady that works evenings. She lacked empathy and didn't give me information why i wasn't able to pick up a package. Then turned around and cancelled the package. read more

I just dropped off five prepaid packages at this customer center at 4:30. The woman up front was taking a selfie and barely moved when I pull the cart in. She hesitantly turned her head and said, "Leave it." When I said, "What?", she briskly turned around and gave me a long stare and raised her voice, "Keep them on there and LEAVE IT. They will scan them at the back." It is evident this is how the manager of this UPS customer center trains his/her employees, and how he/she wishes the customers to receive their service. read more

Terrible customer service. I had my package held here because they took it upon themselves to decide my business was closed today. I went to retrieve my package only to be told it was there but no one was available to go find it in the pile. I spoke with two supervisors on the phone that said they would call me right back but never did. I waited for 1 1/2 hours in the parking lot until I gave up. The status of my package changed 5 times while I was reroute and standing at the counter. The latest status update says I cancelled the hold while waiting at the counter. The WORST customer service ever at this location Now I am being told via FB messenger they can put it on hold for pickup today. Again!!! read more

This place is fine. Most of the people who left bad reviews literally don't know how to read. They're closed from 1:30-3pm, so don't go then. I went at around 6pm, and they were friendly and helpful. They loaded my package into my car for me. No complaints. read more

On Tuesday, I requested that my package be held for pick-up at the Gaithersburg UPS depot on Wednesday. On Wednesday morning, I tracked my package; and the tracking indicated that the package was available for pick-up. I was first in line to pick-up my package at the Gaithersburg Depot at 9:30 a.m. I was informed by the clerk that my package had NOT been held for pick-up and would instead be delivered to my office in mid-afternoon. So instead of receiving the package at 9:30 a.m. as promised, I had to drive half-way across the county to wait for delivery at my office. It's my conclusion that UPS is short for "Universally Poor Service". read more

Absolutely terrible. There's nothing costumer-oriented about this so-called customer center. The primary problem is the ridiculous hours which, as of Summer 2019, got worse, not better. Seems like they're making an active attempt to keep customers away. UPS - you should be ashamed of yourselves. read more

Once upon a time, UPS was quite different from the US Post Office when it came to customer service......NO MORE!!They are now about as useful, as a screen door on a submarine! They have no consideration for people that actually work during the day as their drivers show up before 2 to deliver items and then instead of them coming back to try again for delivery they say "Too bad, we will try again tomorrow!" Your other option is showing up at this place at 9 or later at night (that's nice when you get up at 4 a.m.) and wait for your item that may or may not be there. No problem they said as they'll come back the next day and my window for delivery is between 8-4. WOW, that's about all I can say at this point! read more

Can't believe a large company like UPS is closed for an hour and a half during the middle of the day. Wasted time and energy. Wonder how many others feel the same way. Really???????????? read more

Add me to the people who thinks this UPS branch is poorly run. I scheduled a pickup from 8AM - Noon. At 5PM ( several hours after expected pickup time) I got a call from them saying they wouldn't be able to pick it up until the next day at 6PM. They said during the day they don't pickup residential packages even though I paid for this service. Another time I scheduled a pick-up for 6-8PM and they came at 4PM (early) and my packages weren't all ready yet. Try to use FedEx or USPS whenever possible. read more

I overnighted a package, paid the enormous money and took over a week to get here. Waited all day only to find a note i n my mailbox that noone was home which was false. Ups used to better than regular post. No more!!!!!! Rather die than ship with ups. read more

We drop hundreds of packages at this location because it is one of the main centers. So we think our packages have the reliability and safety. UPS requires the packages be scanned, so they are indeed in the system. The responsibility is passed to the place that packages were dropped. Also they have signs in the customer center lobby saying do not just leave packages here or there. Because they are to be handed to the workers to be scanned and taken away inside or so. For safety... This person, who looks like has the authority like a manager, told me that they do not have to scan the 20 or so packages they I brought in. Hmm.. But your own signs say otherwise. Are you too busy to avoid to scan them and give me a slip. So I would feel the packages are in safe hands. This incident among several others stopped us using UPS altogether after 8 years and thousands of packages. read more

DO NOT SHIP YOUR PACKAGES TO THIS LOCATION. Numerous reviews of packages being stolen, staff is rude and always have an attitude. They open and close 3 times everyday...open at 9am close at 10am. Open at 3pm close at 7pm. Open at 8:15pm close at 9pm. So instead of just being open from 9-7pm like all the other stores, They give you three slim windows to pick up your package, and if you wanna pick it up on your lunch break, forget about it. It pretty much seems like this location wants to make it as difficult as possible for you to pick up your packages. 0/5 stars. Worst customer service ever. I went there yesterday at 3pm when they are supposed to open for 4 hours (the biggest window of time they are open for) and there was a line of angry people outside of the locked door. read more

I have to say ups is really "smart". Today I was trying to contact an agent to change my delivery. At first the virtual assistant was able to recognize me saying the tracking number for my package information even I was reading it pretty fast. However, when I try to connect to an agent, it asked me to provide my tracking number again. And now is the point : it kept saying it couldn't recognize what I'm saying however slow I read and I tried 7 times before my patience gone. The reason why it can't recognize it's really clear--they're trying their best to avoid customers contact agents I guess. I give a five star for this wonderful experience. Thank u ups read more

UPS service is extremely poor, unacceptable! I have an expensive item that was sent to me via UPS 2-day Air and requires signature on delivery. The package arrived around 8am on Tues 1/29 at Gaithersburg MD (less than 10 miles from my house in MD). A message on that day stated "severe weather has delayed delivery to next business day". On Wed 1/30 I saw a message saying that "Out for delivery" so my husband stayed home all day on Wed, and again on Thurs 1/31, but no delivery. I called the UPS Customer Service in Gaithersburg on Friday 2/1 morning, was told that the package was out for delivery and I should expect to receive it by 7pm. My husband stayed home all day on Friday, still no delivery. Today is Saturday 2/2, still no delivery. This kind of service is unacceptable. If I could give negative star for rating, I would! I hope the UPS management takes this into consideration because I would strongly recommend other people NOT to use UPS. Thank you. Update on my post: as of 1:30pm today (Saturday 2/2), I still haven't received my package. I called the UPS Customer Service office in Gaithersburg again and was told that "due to weather condition, the delivery of your package has been delayed". When I asked when I should expect the delivery, the answer was "I don't know". I then offered to pick up my package, the answer was "sorry, we closed today". When I asked to speak to the manager, the UPS representative hung up the phone. Well, I live in Potomac, less than 10 miles from the UPS delivering facility. I know what the weather has been liked in the last few days. The temperature today is in the mid-30s to lower 40s and it is sunny. What kind of customer service is this? I read some very very negative reviews for this UPS branch in Gaithersburg, and now I am a victim of this extremely poor service. I shop online quite often and from now on will ask all of my sellers NEVER NEVER NEVER use UPS. read more

This company has the worst customer service ever. I order a product online with an expedited shipping. The driver slaps a sticker on the door without even knocking. I literally need to wait by the window to see if he is coming every time I have a package that requires a signature. For that particular package I was waiting anxiously since I needed to take it with me abroad 2 days later. The first day the driver slaps a sticker on the door, I called an hour later, of course customer service did not even try to contact the driver to see if he still around my area, they said I needed to wait another day. The next day, which was my last day before my travel, it was snowing and even though I saw Fedex tracks coming an going from my neighborhood, UPS decided they are closed. Contacted customer service few times and nothing, they took my phone number and of course the driver did not call back. IN my last attempt, I told the customer service I wanted to come personally to pick it up from the facility, mind you it was only 2pm. They could not accommodate me and told me that the driver still has my package and he may or may not deliver it. Super frustrating to deal with this company. read more

Mr. Evans delivers UPS packages to our neighborhood. I like that he drives slow and is conscientious of kids playing in the street. He leaves my dog treats all the time and is careful with handling packages. Thank you for your great customer service. read more

I was contacted by Customer service regarding a delivery issue and the rep was quite rude and unhelpful. While, I understand that they probably deal with a lot of unhappy customers who get upset when their packages don't arrive on time, it doesn't excuse snippy responses to their customers that generally just want to find out how to get their package delivered. read more

Disappointing . Package not delivered on time and tracking system a waste of time . Tracking indicated a delivery date five days later than the overnight shipping expected . Problem is diverted to central number that places you on hold for representative that never answers . read more

This is a company that brags about customer service and totally neglects the customer. Cannot get a person from Gaithersburg to talk to. Driver slapped a sticker on the door with 4 people in the house - no knock, no doorbell.... then did not redeliver because of the weather - roads were clear, but wet. read more

I came this morning to pick up a package and was greeted with a smile. Jessica helped me with my package to my car. She was very sweet, professional, courteous and efficient. Thank you for your great customer service. read more

Randomly closes its doors from 7:15 pm to 8:15 pm & then opens again until 9pm. Where do they go? Why haven't they figured out how to take breaks in shifts? read more

Unprofessional, dishonest, deceitful, and spiteful workforce at this location. I used to ship via UPS quite a bit, but after my encounter with the workers at this center, I am steering clear of UPS all together. Reason: I was to receive a package via UPS that required a signature. I was home waiting for the package, only to have the UPS delivery person leave a note that I was not available at the delivery time. I was there, waiting. There was never a knock at the door (I was close to the door), and the driver just left a note. This was followed up with a call to the UPS center (subject of this review), which said a second attempt will be made the same day. Ok by me, so I stayed put the entire day, waiting, waiting . . . and nothing. Another call the following day (Saturday) resulted in the UPS center claiming I had requested the package be held at their "will call" to be picked up. This request was never made. Again, I requested delivery, only to be told there was nothing they could do for me, and they refused delivery of my package. They delivered a different package the following Monday, but decided not to deliver the initial package I was requesting them to deliver. They kept updating their reaffirmation that I requested the package to be held at their will call for me to pick-up despite my clear instructions otherwise. I was not very patient after the initial runaround by the UPS workers at this center, and the impression they left me with is that they were intentional in their mistreatment. Very dishonest people there! read more

I ordered some books from my school's bookstore online. I needed to cancel the order but the books were already shipped. The bookstore told me to reject the package. Well, since I wasn't around when the package arrived I had to take the package to this ship center on the other side of town. When I arrived an employee asked if he could help me. The other worker was helping another customer. I explain to the employee that I was instructed to reject the package. I was asked if I had a return label and then I was given the impression I'd have to pay to return the package. While I still had the package in my hand the employee proceeds to tell me that the package looks like it's been opened. I hand it over so he can see for himself that it wasn't and he continued to argue that it looked opened. He then said I needed to ask the bookstore for a return label. I was extremely frustrated and somewhat embarrassed in front of the other customer because I'm being made to look like I'm lying and trying to pull a fast one on UPS. I eventually asked to speak to someone else. I assume the individual who came was a manager. I said to him what I told the other guy: how could I have opened the package and put fresh stickers on top? The manager recognized the labels from their ship center, scanned in the package and asked if I needed a receipt. I'm not sure how customer service involves interrogating customers. There is no benefit as an employee to not be helpful. Lastly, the company I work for has an account with UPS and I personally drop off many of our shipments. I hope I don't see this rude employee the next time I have a shipment. read more