The UPS customer service here sucks. The fellow I was speaking to didn't understand what was happening so he put me on a 5 minute hold and all of a sudden a female supervisor picks up. As soon as she picks up she threatens to hang up if I don't listen to her! I'm just trying to figure out where my package went. The supervisor claims that somebody called UPS to reroute my package for pick up. Excuse Me?! Nobody called. Worst customer service and experience ever. The drivers are nice, but the customer service needs to be retrained. read more

Had a package held here for a labeling issue and needed it to be released by the facility to correct the issue. When I called Karina was helpful enough. She initially seemed bothered by my call and was quite short with me, I gave her my information so that I could get a call/ email back, she had to call me back to verify my information and was pleasant from that point on. Michelle, whom I assume is a manager, leaves at 10:30 AM and doesn't check her email. Expect to wait until she feels like checking her email or picking up her phone to get anything done. read more

This UPS hub is a dumpster fire. Anytime any of my items have to pass through here, it is a shit show. The items either get "lost" or the drivers mark the item delivered when it's not delivered, or just recently, they marked the item as "met with Customer in Sylmar", when I did no such thing and the package is now lost. I think they just get rid of the packages that they can't deliver in a timely manner and it is absolutely ridiculous. I don't understand how this has been going on for years and nothing changes. UPS needs to do better. read more

The pricing is fair, but keep in mind there is no real service guarantee even though they make it seem as though you have protection. I would say if you want something mailed over the weekend, UPS is fine, but the level of customer service support is better with USPS read more

I only love this location because there is a gentleman working there name Dionysius who is very helpful and I can see he loves his job as he always comes through. He always follows up and calls back. I had a set I purchased which was 3 boxes 2 got delivered 3rd not and it was rush he found it had driver pick up and bring it in. Also driver -Oscar who delivered my 2 packages was very nice and he looked and looked and he did call distribution center and explained it's rush. Long story short Dionysius and Oscar are soooo good that saved this location from bad review. Thank you guys for your help it was very important for us. God Bless you Dionysius and Oscar. Keep up excellent work Update Douglas driver went all the way from La Cresenta picked up and delivered rest of my order so nice. Thanks again guys for fast and quick help read more

The UPS nightmare. The driver came way too early than the estimated time and sent us the email of missing us!? How are we supposed to know if the driver comes early? Then, I reached out to them, and asked them what they could do. They told me that the item will be delivered before 7 pm the same day. But it didn't happen. Now, Idk if I ever receive my package. I called the customer service, but they're all icy cold manual people. They were not willing to help. I even told them, I won't be home so please don't even try. And is there any way to change that? They told me , no zero chance. The driver will attempt 3 times and return the items. I'm going away which I told them, still not help. Pretty crazy read more

The hours are VERY limited (if you've got a day job, it'll be hard to make it) and it's tucked away into a dead-end street on a side street in Sylmar, but if you've got a package or customer service issues, they're there to help as efficiently as possible. read more

This place keeps losing my packages F this place there is zero customer service how can they be so incompetent?

This review isn't generated at the UPS Arroyo location but UPS in general. Calling the 1-800 number is a joke. You get some tiny voice from who know's where answering the phone. I asked for a USA rep and that couldn't be accomplished. UPS customer service in general then is pathetic. read more

Can't seem to figure out my address. Don't use google maps I guess. UPS is a major joke and that's what you get when you go woke.

I paid extra to have a package delivered overnight. However, the delivery driver decided not to deliver the package because they felt it was unsafe to leave the package at my door -- in a gated apartment complex. I needed that package delivered today. It was an EMERGENCY. I've now lost a job because of this. I'm so livid I can't sleep. read more

12/12/18 Update They were supposed to deliver after 5 PM yesterday as I requested. I used the "follow my delivery" option to watch the UPS driver on a map. Well, the driver drove all around town and then ended up on the freeway around 6PM. I called the 800 # and told them the driver drove back to the station without delivering my package. The woman told me with absolute certainty they would deliver last night. I asked her why the GPS tracker showed that the driver was back at the station 3 cities away then and she said maybe there is a mix-up with the tracking. So, I waited, Around 7:50 PM I called back and notified them that they did not arrive and I wanted to reschedule for another day. The gentleman I spoke with said with absolute certainty that I cannot reschedule because I would be getting delivered last night for sure. He said it might arrive as late as 10 PM. So, I left my phone on and I waited. Around 10 PM I received an email stating that my package was now at an "access point" location by mistake, but was being re-routed to their location because it cannot be picked up at a pickup location. I ordered fancy wine and because it is wine they will not allow this. This morning they attempted to deliver my package while I was at work , and I called them immediately after work and asked if I could pick it up tomorrow at their location. The woman I spoke with offered for me to pick it up today. YAY, I thought! She said that I would get a call within the hour to notify me to pick up my package. Around 30 minutes later I received an email that the package is on hold at their location. I drove to the location and the guy inside wanted to know who told me it would be ready in an hour. He laughed when I said I thought it would be ready then like she said and he said no, that the UPS driver delivers all day long and then come back there at night. I asked if he could tell on a GPS tracker where the UPS driver was then and I could just drive to the truck to pick it up. He said he did not have that information. So, UPS is not able to use their own technology, umm okay...As I drove off I saw a UPS truck driving driving in. I have gotten so much different information from the people on the 800 #s that I am lost. Since this location has no direct #, which is extremely annoying and you know UPS does that on purpose! The 800 # will go to people all over the US during business hours and people in the Philippines during off hours who are even less helpful). I have talked with two people from the Philippines over this ONE package already, some woman in Virginia and a few other Americans. UPS has been trying to deliver this package for a week now, but they don't actually try to deliver on some of the days they say they will and on other days, like today, they will try and not even leave a notice! Now I am looking at the tracking on my computer and I see they have somehow removed my name and added my next door neighbor's name instead!?!?!?! I am so angry. What the HECK are they doing??? This location does twice the amount of work than than they would need to because of their incompetence. I don't know what is required for these people to work for this company, but it is apparent to me that their standards are pretty low and it's unfortunate. I never thought I would see UPS like this. It's just sad....I thought they were so much more organized than this and I really don't know what happened here. It's like the Twilight Zone! read more

UPS Customer Center - 800# says my delivery is Monday but I get this confusing email stating today. - Shipping Centers Near Me - Sylmar, California

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Poor service, VERY SLOW, a normal package took over a week to arrive. It sat in Sylmar being "processed' for over a week. Still have not yet received this package ordered from COSCTO. Costco said in was on it's way 8 days ago. AMAZON, USPS, and FEDEX all much better read more

This location is the worse ever, the driver lost my package. It was marked delivered but it wasn't delivered to my door. I have a camera in my house and it never shows someone delivery the package today 04.05.24 @12pm UPS DOESNT WANT TO TAKE RESPONSIBILITY OF THIER DRIVERS ACTIONS. Customers service is really bad also I did a claim for my lost package and the lady was very rude. read more

Here to pick up a package at their customer service department. They are open later for people needing to pick up their package. Their opening times are from 7-8, a 1hr window so I made sure to be here by 7. It is now 7:18 and they are still closed. The UPs people probably do not even look at these comments or care they have a Yelp review. But their customer service sucks. Haha. I'm not even mad, it's just really baffling how horrible they are. I've heard them talk to people wondering if someone is opening. They simply said someone should be there already. Well that's a total lie. Update: apparently the person that was supposed to be here is not here today and they JUST found out. What a load of bull!!! I waited almost an hr just to be turned away. Thanks UPS! Haha read more

These people are untrustworthy and completely unprofessional. My package was supposed to arrive three days ago and now it's nowhere to be found! I'm going to be filing a complaint with corporate UPS. read more

Please be careful. I had a Louis Vuitton purchase worth 4000 dollars. Over night shipping. Was loaded on the truck and never received the package. Had to deal with Filipino customer service overseas until one was finally smart enough to connect me to the Sylmar hub. All they told me was my package got stolen. Till this day it still says "on the way." read more

Not one good thing to say. Delivery driver comes, no knocking, no calling, leaves a note. On top of that he doesnt even put my package for redelivery the next day. He designates it for pickup from here. Nobody lets me know where the location is or anything. Their website updating is complete bs. I ordered this package for express shipping is the funniest part. Customer service assures me multiple times that my package will be at a location near me but guess what!!!! It never got there!!!! Instead it got to this wonderful location where ive been constantly calling for two days. Nobody seems to know anything, they are full of empty promises, and there is no accountability for anything these people say. Terrible delivery and there is no way these people get in trouble for the trash way they go about their business. Terrible horrible -5 stars. read more

They don't care about the service they give. Customer service is the worst. They take ur money n deny U the services paid for. I'm in a main blv. N they can't find my address at times. Lazy people n on top of that when u talk to a representative they want to know how big my package is. N bet me that they can make it fit in their mouth. Talking about how they would love for me to open their packages n stuff my junk in there. read more

Some incompetent narcissistic manager or head at this UPS location which is the only one on the east side of the San Fernando Valley out of the blue after 10 years this week changed their hours and took away the drop off from 7 PM to 8 PM. Which is unprofessional especially for those who work during the day and cannot make it during the morning hours, so now I have to change services and find another reliable company for my packages Unbelievable how these companies hire narcissistic lazy people to make these unprofessional changes that affect an entire community. Shame on you read more

This is the primary UPS center that serves one of my residences. For the past decade they have and continue to deliver over 100 packages each year. No package has ever been delayed, lost, stolen nor mis-delivered. A few have arrived damaged but that occurs with every shipping courier. When stopping at this location in person I've noticed that most employees work quickly and efficiently. There's also convenient customer parking very close to the main entrance. UPS is my preferred shipping courier. They have the best real-time package tracking and a lot more locations than its competitors. read more

Another day same package. It is getting ridiculous. Supposedly couldn't deliver my package again yet me being here. Called support and was suppose to get a call back from their office. They tried claiming my information isn't on the label yet I have a picture of the label and box. More and more excuses. Their drivers need to be held accountable. They also need a direct line to this facility. I went back to all my orders with them. They tend to mark packages undeliverable right before closing. So no one can contact the drivers because their office is closed. This is getting really old. read more

This place doesn't even deserve a one star . I've had the worst experience with this place I was giving them the benefit of the doubt but seriously I'm pretty sure they steal packages . I was told my package was "lost" in transit . Like seriously since the 22nd of last month? Wth ! It's hard to get a hold of someone to assist you and when they do they don't help at all ! I refuse to order online knowing my stuff can end up in their hands and then lost ! read more

UPS Customer Center - This is ridiculous - Shipping Centers Near Me - Sylmar, California

I love the attention the ladies at the counter give they are lovely, the guys on the other hand could use some customer service training.

They are so friendly! I have to come here about once every three months. My father is part of a wine club, and he is never home when they try to deliver (signature required). This hub is on my way home from work so I typically will pop in to pick up the package for him. The staff is always friendly and you can tell they work as quickly as they can. read more

Still waiting for my package! UPS online tracking tool has been showing my package is out for delivery then by the end of the day,the status switches to In transit. What the heck is going on" it's now 2 weeks and UPS updated my tracking info showing my package is delayed due to an emergency. I contacted customer service and was told it's in transit and will be delivered Monday the 22nd. This will be the last time I choose delivery with UPS. read more

I have stopped purchasing online for a while in fear that it would ship UPS because of this Sylmar location. 2 separate orders from 2 separate companies are not delivering as scheduled because the package was lost and the other reason is due to an "emergency". My first package was delayed twice. Then, it was in transit for 5 days without an update. Finally, I filed a claim and now my package says is it's under investigation. No one has contacted me about this. My second package was delayed once due to "severe weather or an emergency"...in Sylmar... so let's hope my second package makes it to it's new date. My parents have also lost 1 order that came through sylmar this past month. COVID-19 has ruined their shipping process. read more

Update: I placed both packages for hold & pick up. This was frustrating as well since one of those requests took 5 days to complete on their end. They already had my package for 2 weeks & now that I'm trying to do their job by getting my package myself, they weren't letting me? I finally called UPS Customer Service for the 100th time and they completed the request for me. Finally, I was seeing the end of this nightmare. Today, I stood outside UPS Sylmar's hot parking lot for nearly two hours to pick up my packages. After surviving the long line, the UPS employees inside were actually very helpful and nice. I had a positive attitude the whole time. I now have both my packages. However, I'm not giving them a single star because this was a two week long nightmare. I hope my future online purchases during COVID-19 don't end up being UPS because I don't want to deal with them for a longgggg time. I'm so over UPS. read more

This is crazy, UPS Sylmar claims my package was delivered yesterday at 6:15pm and that I signed for it. I was not home yesterday. Then when I checked my Ring (cloud based cameras), UPS never even showed up yesterday. I called the support line and they took my information and told me that they would contact the driver and that they would call me the next day. Of course nothing, now it's back to the phone to deal with long wait times and a repeat of yesterday's bullshit. The UPS Sylmar station sucks... read more

I intended to leave a 1 star review but yelp guilted me to keep Covid19 in mind, so I'm giving it 1 more. My first package was due monday and it's now saturday. My second package was due yesterday and it's been moved to today along with a third package but like as I saw on the Follow My Delivery option (yesterday and all day today) the truck went back to the depot by 6pm again. Though delivery estimate says by 9pm, if it's like yesterday, there's no hope of that truck moving again today. Though I don't understand, my place is closer on the map but I've been watching the truck go further to deliver all day??? Wack. read more

This place has had my packages hostage for over 2 weeks. They have had 6 of my packages at their facility and won't deliver to me. I am never using UPS again. I am going to make sure and check before I make an online order, if shipping method is UPS I am going to pass. Shame on UPS. read more

UPS Customer Center - Shipping Centers Near Me - Sylmar, California

The folks at this location are friendly and have always been helpful- when they are available. The hours here are ridiculous. There is no exterior drop off for prepaid. I have gone there after hours and actually handed off packages to drivers- which they hate I am sure, but they've been kind enough to do it. UPS Corporation is going down hill. Their automated systems and multiple offshore call centers make it very very difficult to get any business done. Packages have been lost, redirected at our cost and "investigations" go on endlessly with no specific point person to account to. Terrible. If these guys were not my bosses preferred shipper because of lower shipping costs, we'd be using orange and purple, not brown. As I type this, I am still on hold after five agents and multiple countries... 1 hour 42 minutes. :(( read more

Poor CS at this UPS. Claims were that a driver could not access a large, 4-story, several-hundred unit apartment building on a Saturday. Is not the first time, either. One can regularly see Amazon, FedEx and other delivery company uniforms walking around, inside the complex. It has about nine entry/exit doors around the building. Perishable products during heat waves have been commonly stored in their vans and/or warehouses, as they claim the driver cannot contact customer. UPS has become very much like a government business... :(. CS states a rep tried calling... lie! Was tole man called. When their CS was contacted, a woman stated that someone would call w/in an hour. Two hours later, placed another call to CS. Another claim that this same man would call. It's been over an hour and still waiting. Heat wave with perishable items out in hot van, again. Thinking seriously of ceasing all business with companies using these shippers. Once upon a time, the customer was #1 !!! The latest business model is for quantity, not quality. Stomp on the customer? They don't seem to care about those who pay the bills. What is happening to the USA??? What if the people all went on strike? It may be the best thing for the environment, regain our souls, integrity and self-respect, right? read more

I have been waiting for almost 2 weeks for my package and still have not received it. Every day, it says it's Out for Delivery but it never gets here then somehow it ends up back at the Sylmar facility. I've been trying to call customer service but no luck. read more

UPS Customer Center - Shipping Centers Near Me - Sylmar, California

Holy crap this place is a scam. Don't order anything that comes through UPS. They will close down one day because Amazon shipping knows how to do it RIGHT! If you can't get into my apartment complex to deliver a package, how about you take 10 seconds to call me that you're at the front? I was home all day waiting for an extremely important package, looking at the tracking in real time. Out of nowhere, I get notified a delivery was "attempted" but unfortunately I would have to wait to pick it up at their location. You guys are so god damn lazy. UPS workers save their own time by wasting their customers' time. Can't wait for Amazon to take over. Ridiculous. read more

This is ridiculous... I had a package that was scanned and out for delivery 05/08 end of day I get an email due to out of control situation it will be delayed for the 05/09 or is now Monday the 11th and still no scan or update on my package. I've called since Friday and all day today and no one gets back to me. Eddie who is Im charged and Michelle both were to give me a call back but nothing. This store is a disgusting joke. I've had all other packages delivered on time from other UPS stores but this is beyond disturbing. I've been told I have to wait 3 day Without a scan for them to take action. Horrible customer service!!!!!! I need my package as it's my medication for my health and now it's probably rotten and bad and will have to have my doctor ship it again read more

There's something about this specific Sylmar UPS shipping hub where I've always had issues with them. They must be incredibly disorganized/mismanaged because whenever I track shipping, my packages always seem to move smoothly and promptly until they get to this Sylmar depot. And then miraculously they often end up delayed or worse LOST when they get to this Sylmar shipping depot. I'll give you the most recent example. I paid $200 for international express shipping of some extremely valuable, completely irreplaceable documents from Europe that were supposed to be delivered over two days. (You can skip this timeline) Start: Castle Donnington, UK (9 PM GMT) Arrival Scan (Time Elapsed 0:00) | 3AM GMT (~6:00hrs) Departure scan out of United Kingdom. Philadelphia, PA: 6:30AM EST Arrival Scan (Elapsed ~14:00hrs) | 10:47 AM EST Departure Scan (Elapsed 18:00hrs) NOTE: Distance traveled from previous destination 5,373 miles (in 14 hours) Louisville, KY: 12:40PM EST Arrival Scan | Import Scan 2:31 PM EST |5:22 EST Departure Scan (Elapsed 20:00hrs) Day 2 - Ontario, CA: 6:45 PM PST Arrival Scan | 5:16am Departure Scan Distance from last point 1730 miles in 15 hrs (Elapsed 35:00 hrs) Sylmar, CA: 7:25AM PST Arrival Scan Note: At this point the parcel has managed to move 6000+ miles in just over 35 hours. It went through 3 different shipping hubs and never spent more than 6 hours in one single place. Sylmar is 11 miles from destination address and package is set to be delivered that day. ....14 hours later.... No update on tracking. Just a "destination scan" earlier that morning at 8am. Package not delivered, no update on delivery date. I'm thinking do they even have it at this point? Call UPS customer service, wait on hold for 54 MINUTES just to speak to a representative. Explain the important nature of the parcel and how there's several thousand dollars worth of documents from the UK government that can't be replaced if lost. Speak to a customer service manager that assures me they'll make a note to have the Sylmar manager call me at 9AM in the morning to explain where this extremely important package is and why it's delayed. Morning comes, no call from Sylmar manager. Customer service manager calls instead. Apparently the parcel is still in Sylmar, "didn't the depot Sylmar manager call you?" No. "Okay, well the package is in Sylmar, would you like for me to arrange to hold it there so you can pick it up?" Yes at this point I don't trust your guys' incompetence and at least if you hold the package for role call in Sylmar, there's less chance of something going wrong between here and the delivery when the driver takes it. "Okay I'll make a note on this item to be held for role call, you'll need a photo ID with the shipping address on it to pick it up." Fine... 2 hours later - Checking Shipping Status Online "Out For Delivery" Are you f%@king kidding me? I just told you to hold it there and now it's out for delivery. Anyway, this extremely valuable parcel eventually gets let on my front porch at around 5PM. No knock on the door. NO SIGNATURE CONFIRMATION WHICH I PAID FOR. Just a silent ninja stealth drop of a parcel that travel 7000+ miles with thousands of dollars worth of documents inside. --------------------------- TL;DR: International parcel with $$$$ documents inside travels 7000 miles in 30hrs from Europe, only to get delayed at Sylmar depot (11 miles from final destination) with no tracking updates after arriving. Then after contacting UPS and asking them to hold the package at the Sylmar depot it manages to go out for delivery and delivered left out, without promised signature confirmation 34 hours after arriving in Sylmar shipping depot. How the heck does an express international parcel go 7000 miles in the same amount of time it takes to go 11 miles between Sylmar and destination???? How does it get process in less than 6 hours at every other UPS shipping depot, but take 30 hrs in Sylmar???? What's going on at this Sylmar location?!?!?! Also, after being promised a phone call update from the Sylmar manager no call ever happened. And I talked to them twice to file a complaint specifically about this location and they promised me someone would call me back to log my complaint and they never did. Now, if I ever need anything delivered to the address in this area I always avoid UPS. There's way too much risk having your package pass through their Sylmar shipping depot! read more

I have been waiting for my package over a week. Tracking information shows it was scanned and out for delivery last week. Somehow it was taken back to the warehouse that same day. Appearantly no current scans or updates since last week. It's just sitting there or most likely lost. Tried calling customer service line which is probably overseas, but I could not get a clear answer from the rep. Many pauses and delays throughout the conversation. Is there a direct number to this facility? read more

Update: my package that was supposed to be delivered July 21st arrived today October 20th 3 months later...unbelievable. It was a check and in between this time I was never contacted or updated. The envelope looked like it had been rolled over by tires, stepped on, and used to wipe off their lunch table. Needless to say this check was voided back on july. Again UPS sucks! read more

Since Friday, my package has been listed as "In Transit" destination scan Sylmar. As you can see in the attachment, there was an arrival scan on Friday. What the heck has been going on with UPS this past month? Is it all the drivers have been quarantined? Usually, a destination scan in Sylmar results in a delivery the same day to Burbank which is less than 3 miles away. At least, UPS should send out a notice as to why they are having problems, not just a simple email stating it has been rescheduled to the following day. I have had three of those emails. Shame on you, UPS, shame. read more

UPS Customer Center - Shipping Centers Near Me - Sylmar, California