UPS Customer Center

2222 17^th Street and 320 San Bruno Avenue are the same UPS building. The place is just huge; it takes up a whole block.
The former is basically a mailing address for employees and the latter is the side with the Customer Center entrance. The facility is very much open, Monday to Friday from 9:30AM to 9PM (7PM for shipping).

I’ve always received great service here. Once, they returned my package after 3 attempts, but that was because I failed to call them in advance to hold my package– that’s my fault, not theirs. I think most of the complaints here are unreasonable – calling UPS and asking to «speak to an agent» fixes most things. :)

I’ve been here a few times now and have had nothing but fast and friendly service! Picking up from this place when I choose is a great alternative to hanging around waiting for a delivery.
There seem to be a few low-​star reviewers on here taking the chance to vent over a single frustrating experience, which I understand. However, for overall service and convenience, I think this business deserves a bit more, so I’m tipping the scales back with my 5 stars!

This UPS warehouse is not too bad. Parking is easy and getting my packages from the employees is fast. No issues for me at all.

Got delivery of our daughters birthday gift today on 2^nd round delivery (needed signature) came at 6:30 pm (positive as people home) but driver announced «you got a scooter or something– meanwhile daughter hears all and surprise is a bust!!!
Feeling bummed and pissed about experience– note to ups drivers-​packages are often gifts– no need for comments!

A bunch of hard working people here.

This place is absolute shit. This place is absolute shit. This place is absolute shit. This place is absolute shit. This place is absolute shit. This place is absolute shit. This place is absolute shit.

lousy service. refuse to honor «authorize to drop off on porch.»
as a result, items sent back to sender.

I am looking forward to my terrible experience tonight! see you hacks soon!
Update, the experience was terrible.

Why do people expect UPS to be some kind of free personal assistant service? UPS is a delivery service. They deliver your package, and if you live in a situation where your package can’t be left they try again two more times. Seems like a pretty fair deal so far. At any time that they are attempting these 3 deliveries, you can call and ask them to hold your package for pick up for up to a week. Again, holy crap, they’re like a free storage service with concierge. What are entitled people complaining about?
This is how you use UPS, since it seems like everyone needs a freakin’ lesson:
Can’t be home for a pick-​up? Fine. Call the number and ask for them to hold your package. If you call early enough, you may qualify for Same Day Pick-​up. If you do not hear the person on the phone acknowledge Same Day Pick-​up, don’t go to the location expecting to get your package that day. You can also sign up for My UPS and do all this online without having to talk to a real person. It is free to have them hold your package, no idea why people in other reviews claim there is a fee. If you weren’t on top of your shit, and you miss your 3 deliveries and want them to come back a FOURTH time, then yah, they will charge you $ 5. They should. They aren’t your mother — no babying for free.
I don’t know what the problem is. I have always found the people here (and the delivery drivers) to be pretty friendly. I think they respond the way you treat them.
Oh, and we’re all so sorry they block the way for 3 minutes. You live in a CITY. GET THE HELL OVER IT.

Not a fan… not a fan at all.
When your operations make the Post Office look efficient and your staff makes the Post Office look friendly… you know you have problems. Arguably the worst customer service you will encounter in your life.
Less enjoyable than going to the dentist,…

Oh, the entertainment factor is high when waiting in line here:
— the drama between customer and (sometimes) salty UPS worker,
— bad packaging (ie, cheap or lack of packing tape)
— wrong form, no form; finger-​wagging from UPS dude
— clueless customer on mobile phone & oblivious to humanity
— customer with pet (s) and speaking with said pet (s) like it’s a schoolkid
— customer consuming their lunch (ie, burrito, sandwich) and forgetting a napkin
— smelly/​ripe customer with a buffer-​zone from other customers
I find that having your forms filled out, and
a smile on your face makes the experience better.

Seeing the collection of a star and half shows UPS’s commitment to customer service. While Fedex isn’t perfect they are much more with it with their core business. UPS has some surly people in their fold.
UPS notified my I had a package and I could direct it to come to my home or send it to their distribution centre. I choose the distribution centre and their portal told me I had 5 days to pick it up. Doing my part I go to the centre and when I give my tracking number the employee goes into the package holding room gone for 15 – 18 minutes. I don’t recall he reappears and I ask another employee. They told me the package never left and that I need to call the shipper.
What is really wrong is that they (USP) should not direct you to do something with a package that will never come. I called the 800 number – a bit nicer but unable to help me coordinate how I am going to get my package. UPS kept trying to blame the shipper and really it is UPS’s fault – there is no reason to have someone take action – get output that one has 5 business days to get package or else it is returned to shipper.
I agree with the comments this deserves negative stars. I wish I could opt out of UPS delivery for all of my packages.

Hey you guys, I am not a delivery service. You are.
When you were unable to deliver my packages I went to your website and asked you to hold them. You promptly called back and told me I could pick them up tonight. Yay.
I arrived and was thrilled to find a reasonably short line. I had my ID and delivery slip in hand. I signed for my two packages, slipped them in my backpack and went to look for a cab.
Once I got home and opened my packages I realized that one was not mine. I had not looked at the label before opening it but upon inspection it had another persons name and address on it. They were not even similar to mine. I’m not sure how they made this mistake but … whatever, mistakes happen I guess.
I called you back. I called 6 times before you answered. Grrr.
When you finally answered your agent asked me to bring the package back and made no mention of MY actual package.
Sorry amigo but I have no car and spending about $ 25 for the two way cab ride to make up for your mistake sounded unappealing and I politely told you so.
Absolutely no apology was offered at any time. –_​–
I was however told to call some 1 – 800 # and that I’d have to ask them to schedule a pickup for this persons package (still no mention of MY PACKAGE) and asked if that was all.
When I asked about my package I was told (lol) to come back in and pick it up. Oh hi, did I not mention that it was unappealing to spend $ 25 on cabs to fix your mistake? No? Pretty sure I did.
Now I’m told to ask that same 1 – 800 number to schedule another delivery of my package as well.
Maybe I’m dramatic, but if your one job is to get packages to people (the people they belong to) well maybe you should try not to fuck it up. If you do happen to fuck it up maybe you should apologize first, then proceed to the FIXING IT part. Maybe you shouldn’t try to turn your clients into delivery services when you make a mistake.
I already paid for shipping and am not looking to break into the delivery business!
Now I’ll wait until Monday, then another day or so to get my package. As will this woman who had hers given to a stranger. I’ll also be rearranging my day and going into work late so I can be there for said deliveries.
Gosh you guys blow.

These motherfuckers are the worst. UPS should just quit. FedEx and USPS both blow them away for transit times.
I beg people not to ship my goods UPS. If I pay the freight it sure as hell ain’t going Oops.

Can ya give less than one star? Ok folks this is a story of UPS trucks parking on a sidewalk to make their delivery, blocking the sidewalk, blocking pedestrian and kids from walking on the sidewalk, and having to walk in the street. This is a very narrow SOMA alley and they also impede emergency vehicles. So what has been the response to requesting they park 25 feet away on Mission and not on the sidewalk side of a no-​parking side of the street??? «So get a lawyer and we will see you in court».
So folks., if you can use any other delivery company please consider it. UPS is a corporate monster that could care less about the little guy!

I’m actually quite happy with this UPS branch. They driver delivers on time, is courteous, and is quite efficient. I often see the driver delivering to nearby businesses a block away from my home in the afternoon, but it’s not unti a few hours later that he delivers to our building, usually around 6:30−7pm. The reason for this is simple and practical. Most people work during the day at some business, and they are often at home in the evenings.
When I’m not home to receive a package, the driver always leaves an Info Notice behind. I’m always quick to go online and change my delivery to Will Call, usually for the next day (sometimes, unfortunately, for the day after). Will Call is quick and easy, especially for me since UPS is only a 5 minute drive from my home. Just show up, give ‘em my ID, and a couple minutes later they bring me my package. Easy peezy.
For those who have difficulty receiving UPS packages (broken doorbell, not home, or for whatever reason), I suggest you talk to your neighborhood mailbox center (Mailboxes Etc, for example) and ask them if they can receive packages on your behalf. Back when I used to travel frequently, I’d often call the Mailboxes Etc in the town I was headed to to see if they could receive UPS parcels on my behalf. They could usually do it for a couple bucks per package. This was a long time ago so who knows how much the service costs nowadays (or if they still even offer it), but it’s worth a shot. Otherwise, just have UPS deliver to your workplace, if that’s feasible.
All express delivery services fuck up on ocassion. Every single one of them. I’ve had my share of shitty experiences with FedEx, USPS, DHL, and of course, UPS. In my experience, UPS has been one of the better ones over the years. If you want really shitty service, try OnTrac. I used to be a paying Amazon Prime member, but once they started using OnTrac for the majority of Prime shipments, I decided to not renew my membership. OnTrac is that bad. They’d often try to deliver at 1 or 2pm, when nobody was home. They were always pleasant when talking to them on the phone, but it was such a hassle just to get my parcel. Perhaps when they build up enough of a customer base and have the critical mass required to operate more efficiently, I will consider renewing my Prime membership.

Wish I’d read all the one-​star reviews for this UPS location before I tried to ship a package to Potrero Hill, or I woulda used FedEx or even USPS.
I feel a story coming on…
It could be called The Nightmare Before Xmas a.k.a. How I Spent My Entire Christmas Eve Day On The Phone With UPS Customer Service.
In the interest of full disclosure, I messed up originally & apparently that’s how the nightmare got started.
I wanted the package to be left on the porch so there would be no hassle for the recipient, and I neglected to see that that instruction was included in the paperwork.
But my local UPS shipper in Redondo solved that problem by writing, in huge bold letters on the top of the box: «OK driver release». She’s never had a problem doing this in all her years as manager of the store. Until now.
Also, I did pay an extra charge to make sure the package arrived by Weds., and in fact the shipping cost as much as the damn cheesy, but special, gift (shhhhh, it’s the thought that counts…).
We should have voided out the original paperwork and started over, I realize after the fact. Because now we know that writing shit on the box is unacceptable and will be ignored by the delivery drivers at this SF location.
Anyway, UPS in SF claims they made the required three delivery attempts before giving up. I was also told that Potrero Hill is an unsafe neighborhood (really?), a place where UPS would not leave a package without protecting their own interests according to policy.
The good news: UPS customer service actually does answer their phone, and does call you back promptly even on a busy day like today.
The bad news: it didn’t do me no good.
I heard endless explanations of their policy. Some of the reps were apologetic concerning my dilemma, one in particular was not, and she knows who she is.
And they know who I am — they’ve got my name, my address, and phone #, and they spent the better part of the day on the phone with me. Which is why I found it distressing that I was not allowed to fax a release of liability to UPS Potrero Hill so the package could be delivered. Come on people, work with me…
By mid-​afternoon I finally did get a person of authority on the phone. He personally went to search for the package and was gonna try to get it delivered. Problem is, the package was already on its way back to me in LA.
That’s mighty efficient, on a day like today, dang it.
So…when my package arrives back in LA, I will re-​ship it to SF, this time with the driver release in the paperwork, according to effin policy, so the damn package can be left on the porch. Let’s see if it gets stolen.
If it does, I get the last laugh when the thief opens that package and realizes it wasn’t worth the effort. Ho Ho Ho!
After that, it will be a cold day in Holiday Hell before I ever ship via UPS to SF again. That’s my new «policy».
Merry Christmas to all and to all a good night. I mean, Bah Humbug.
**************************
¹²⁄₂₇
And now, the week after Christmas, I hear from the recipient that someone was home at the time of at least two of the 3 delivery attempts. They say they wondered why they didn’t hear the doorbell, like other reviewers of this UPS location… and they also say they routinely get all kinds of deliveries from mail couriers & FedEx without any issues.
I haven’t had problems with UPS in other areas, so what’s up with UPS Potrero Hill? Somethin’ is fishy.

Missing your package and getting that little slip stinks. Missing your package and not seeing a slip anywhere to the extent you wonder if they even showed up in the first place stinks more. In either case, waiting here in a slow and seemingly inefficient line to pick up your package… that stinks most of all.

To J H, who doesn’t understand why there are «a lot of rants here about UPS.»
I’ll tell you why: You shouldn’t even have to know what the UPS office looks like because they SHOULD deliver to you. Instead, we’re stuck with this fail of a company that doesn’t even try to leave the package inside the lobby, the way FedEx ALWAYS does. (I sure don’t know what the FedEx office looks like.)
AND, UPS doesn’t attempt to redeliver again, as advertised on all those stupid stickies they leave all over your door. (You won’t see those stupid stickies from FedEx either, because FedEx actually delivers.)
Instead, UPS makes us take time out of our day to go down to their miserable office and wait in line. UPS: Screw you. Your service sucks, your commercials suck, and you suck.