I have been dropping packages here for several years. Though the hours of service have been somewhat reduced, the service is consistently friendly and helpful. I prefer shipping UPS because of the consistent excellent service I receive.

I ordered a package that was never delivered, despite UPS marking it as delivered. I have a camera on my doorbell, and UPS did not visit my door on the day they say they delivered it. This was on Thursday, 4/29. I sent in a claim via the UPS website for a lost package.Today, a new ups driver came to my door and wrang the bell. He was not wearing a mask. He got in my face and belligerently complained how my complaint meant that he had money taken out from his paycheck to recoup the lost package. He told me it was my fault that the package was lost, because kids must have stolen the package from my doorstep. When I calmly explained to him that could not be the case, because my front door cameras would have caught it, he got even more dismissive and menacing. He promised that he would not deliver any more packages to my house, whether or not they required a signature - that I would have to pick them up at the UPS store from now on. When I started to try to calm him down, he told me I would have to buy a lock box to keep in my front yard so he could put packages in it, which is ridiculous. I told him this issue has not happened in the year since I purchased this house, only now. I also repeatedly asked him if there was anyone else I could speak to, and he refused to give me his name or the number where I could reach his supervisor. He was EXTREMELY rude the entire time. When I pointed that out and asked him not to be rude, he only replied, I dont know about that.All of this - the rudeness, the threatening not to deliver my packages anymore, the lack of a mask, and the refusal to give me the information I asked for so that I could speak with someone else - I am really shaken up and feel extremely unsafe & threatened.

If you miss some suffer in your life, send your package here so they can give you a beautiful Heart Attack .I ordered an item next day air and its been 3 days and no one knows where my package is.Guess what, my project is withholds on this item, so Im totally screwed.I have learned my Lesson to not trust UPS at all.I would trust SATAN easier 😠

My packages being shipped to GOAT keep getting stolen here! That’s 3 pair of shoes in a week and no one is doing anything about it!

Easy to find, easy to park, staff friendly

Awesome customer service.

Great Customer Service and good COVID practices.

The customer service representative was nice and professional should keep it up

I would give below zero stars if allowed.Staff at counter is good. Management running the terminal not so much. Constantly changing counter hours, not posting hours correctly on the front door. Several people there today to drop off/pick up door locked during posted hours.Management needs a change. Cannot even reach anyone to complain. Stupid automated phone system is useless. Get live people to help your customers, or you wont have any.

Good customer service..just make sure you visit the right time.

Very quick and fast service!

Actually I work in the Hub & lack of compassion for their employees is horrible. The disrespect for their hourly employees are a disgrace & lots of other things I can say but I wont. Good thing though it looks as they are trying to fix some issues. Hopefully some of the things I put on here will be one of them.

Clerk was still giving me a hard time when trying to get my package after her superior had already approved the needed identification proof. It took me over an hour to walk out with the package.

I had a great experience. Ms. Weaver was knowable, helpful and pleasant to speak with. Thanks again.

Their first attempt delivery was not successful since I was not home and package was signature required. I went online and asked for pick up at the customer center. A lady called me in less than an hour after submitting my request and gave me a tine window for pick up. I went there and got my package in less than 5 min. Totally happy!

Awesome ladys!! Super good vibe all the time!!

If UPS can deliver then they are great. If you have an issue with your delivery such as needing a signature or a lost package, if there were like -100 stars they would get it. You become stuck in an infinite loop of trying to get to a real person good luck because even if you have a tracking number and they dont recognize it because of your accent then you are never going to get to a representative to talk to them.

I was supposed to get my package 5 days ago. Instead of deliverying my package, they sent it all the way to west coast from gaithersburg. Now its in Utah and I will have to wait another week for them to bring it back. UPS is just really awful

Package has been in delivery status over the last two days the get notified this morning that the package has up to 9pm for delivery received message that they tried to deliver around 12:21 was not at home went to the delivery center to track down and possibly get it in person but package was still out. They told me that the next delivery date was on a Monday .Frustrated

My company ordered from Amazon a drum cartridge I needed for my office printer. UPS driver claimed no one was at office to accept package (but sign on door says leave or call for someone to let them in the building) they said they attempted twice. This was in July during Covid -- UPS has been delivering packages to my company the whole time but for some reason this driver wouldnt. I went to the Gaithersburg facility to pick up - they told my office manager who orders all our supplies that I would need a ID badge, since her name and not mine was on the order. They would not release the package to me! I showed them ID, bus card, email correspondence, and finally having my office manager on the phone with them to say it was ok for me to have my package. They required and official letter on letterhead with my office manager ID and driver license before I could get the package. We got all the materials together and I went back to their facility and they had sent the package back to Amazon. I have nothing good to say about my experience with this delivery service and I dont know why Amazon used them in the first place. Just horrible! Avoid them at all cost. All they could say to me was our policy as if the package was gold and we were trying to steal it. Seriously, never use this shipping company - their customer service is nonexistent.

Good customer service just need a little more attention to customers so that users can box equipment quickly and go.

Terrible. I wish I would have gone to Fedex

Staff is polite, pleasant and knowledgeable! This is also a main facility not a UPS store, but they are top notch employees! ☺

I believe everyone everywhere is just fatigue from the pandemic. Isolation separation nobody is in very good moods

This location has to update its website!!! Since April, they made a big change in their hours and the website still shows the old ones. They close for hours during the day on weekdays and are not open AT ALL on Saturdays. You only learn this once you are there. They dont respect your time and money. You drive there for nothing. Its beyond irritating! Come on, UPS! You guys couldnt update your website since April?! Seriously?!

Excellent customer service....

Took about a half hour to send a package. Seems like a long time,to me.

Whats not to love. Ive only had great experiences with those that work at UPS and rarely do I get delays when using them. Our UPS agent is fantastic, hes genuinely a good caring guy that leaves our dog milkbones on the packages.I love this customer center too. Its right off of 270 so its easy to get to plus they will open late for 45-1hr to let you come and pick up packages the same day if you werent home to sign for them. Ive used the service here more than once. They even called me to come pick it up early when my local driver finished his route early.

Expecting a package. Package was tracked to Gaithersburg UPS facility 0800 am on Aug 15th. But its stuck there till Monday according to tracking. So my package stays there all day and not delivered asap. 😕🤔

It was great, our trainer was truly fantastic

Has been very easy sending returns on Amazon from there. Was also equally easy shipping stuff. Just a nice and convenient place. Everytime Ive needed help the staff has been very helpful to me. UPS is always the way to shop in my mind

Pleasent experience each time I come here to drop off packages. Polite and professional. If you dont know what you are doing they will get you going in the right direction. I was just in here not long ago to have an item shipped out, the waiting line was a tad long and took a few to get someone else to come up and help. But wasnt ridiculous. They do only accept credit cards so that is something worth noting.Still recommend. They got my packages shipped out in no time and made it to its destination on time. I am satisfied.

Supper helpful, great service.

They were very responsive to my needs in a timely manner, while picking up my shipment

Great and fast customer service

Great friendly service

The best the lady who helping me very professional I love it

I used the kiosk. It was very convenient. The lockers were not hard to access and you can go any time you want.

This location used to have great service, now due to a crazy schedule, 1 hr. in the morning, and reopen mid afternoon, the corporate business shipments I need to make late morning are not able to ship to my customers on time. This is very inconvenient and the new employees are not as knowledgeable or helpful as the previous ones. Cutting back on customer service was very clearly the outcome of this adjustment. These hours need to be returned to normal and the employees need to be paid enough to stay at the location. They build personal relationships with important corporate customers and are the face of shipping for many customers. Right now the face of UPS is inconvenience and disregard for employees and customers.

Worst customer service. Id give zero stars if possible.

Very disappointing, I was dropping of packages since I missed the pick delivery I was there before 8:15 and there was still people waiting in line but I was told by the lady she is not taking any more drop off. You should post hour of taking drop off packages and its not complicated just to take the package

Today, I came home to find packages blocking access to my garage when I have an awesome front porch. This is the third time this has occur and each time I call customer service and each time I a promised a call back that never occurs. I guess UPS really doesnt want to keep my repeat business.

HR is very nice and very helpful and good

The package was delivered to the UPS locker outside near the parking lot. The automated unlock system refused to recognize my ID. The customer service people inside were nice and tried to help, but alas UPSs attempt to cut humans from their company resulted in me not being able to get my package since they have no way to open the locker. I will never use UPS for anything ever again.

Staff poorly trained. A customer rep advised me on shipping a battery to Alaska. I followed her advice, but the package never made it to destination. It was returned to me because it was shipped improperly. It was shipped by ground when it should have been shipped by Air Service. When I brought the issue to the attention of the UPS Customer Care Center and requested a refund, I was given runaround by staff and no refund. Rip off...I paid $45 for their error. My future business is going to the US postal service.

Nice place to ship off anything for your business needs. Pick up is great too.

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.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.

Great

I hate everything about the UPS and every delivery experience with them is terrible. I always have to go to this facility to get my packages because the drivers never even knock

UPS shipping services

These people dont know what they are doing. Staff at China seem to have their thing together while these people are poorly trained. I have gone twice and they did not seem to know what to ask from me. I sent 4 boxes urgently to China, and they just brought them back to my house. I just realized it is because they did not do an inbox, but at no moment they asked me for anything. It is their job to ask anything they need from me, ID, info, etc. I am not an expert sending boxes abroad, it is supposed to be THEIR job. Go with any other carrier if you can.

Great fun to have this store nearby. Packing, shipping, and receiving all in one place and convenient, courteous staff to assist you.

Today was a logistical nightmare because of my own doing and Colleen form the Gaithersburg location changed it into a dream! Long story short, I am currently opening a new store in the area and have a shipment of goods needed to open scheduled for delivery today. I missed my initial delivery due to unforeseen circumstances and UPS was having a field day with my special requests and and attempts to try and come pick it up. I spoke with a few people with and found no clear resolution. However, Colleen was there to save the day! Colleen was able to assist me and found a resolution as well as cleared my worries with kindness and compassion - she works hard to make sure her clients are as happy as possible! It is beyond appreciated and her level of customer service is inspiring. Thank you for everything, Colleen!

The service was fine, but it’s incredibly frustrating that the hours aren’t posted on google accurately. Also, not being open in the early afternoon is annoying when you want to pick up missed deliveries.

I work at UPS actually I didnt visit the customer service center but the people are nice and helpful

This place is as good as youd expect. Only one person working at a time and it takes them a while to get your things. I doubt it gets much better than that though. At least theyre open on Saturday.

The workers are very kind, patient, and helpful. The UPS drivers are very careful of walking pedestrians when pulling out onto the street.

Simple and quick. Loved that I can intercept my package and have it picked up here.

I just observed action by one of your associates of which you should be aware.I went to your Customer Center at 9401 Gaither Rd, Gaithersburg, MD at 11:10 today to pick up a failed delivery package (no one home to accept). There were three associates, two males and one female, on duty. While waiting for my package, another customer came in to get a package. I could not hear the conversation, but the customer was distraught and started crying. The female associate came out from behind the counter and hugged and comforted the customer until she was able to conduct her business. The compassion demonstration by your associate was truly remarkable and noteworthy.Just thought you should know.Ed Moon

Great customer service. Everyone was so friendly !

I have never had a good experience with this location. They are always super-crowded, the hours are difficult, and they dont even accept packages on Saturdays (despite being open for part of the day on Saturday).Today, I decided to try the UPS Store near the Rockville Metro Station -- a little farther of a drive for me, but a MUCH better experience. In and out in 2 minutes, friendly guy behind the counter, like an ACTUAL *customer* *service* experience.Ill never go back to this location.

Nice staff, but cant understand why they are closed for most of the day during the summer.

Gaithersburg, MD 20878I ordered a phone for my daughter on 12/17. Verizon was kind enough to offer next day delivery. I made sure I was home all day. The lazy UPS delivery person never even came to my door! At 7:00pm I checked tracking only to find that they said we refused the package and they are sending it back to Texas. This is 100% disgusting service. Please please, if a company offers different shipping methods then do yourself a favor and go with USPS or FedEx. Gaithersburg UPS is an absolute FAIL and I will NEVER do business with them again.FYI: I called Verizon wireless and the kind lady is saying that there is internal talk about switching from UPS to FedEx because they are getting way too many calls about this exact problem with UPS.We can only hope!

Not crowded at all. Very fast pickup and friendly customer service.

I had a package that I decided Id prefer to come pick up instead of having it delivered- customer service reps were quick and friendly and got me right out the door!

They always do a great job.

UPS STOLE MY PACKAGEUPS service at Gaithersburg branch 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). 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 havent 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 dont 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.More update: frustrated, I decided to email UPS Customer Service on Sat 2/2. I was told that my package is scheduled for delivery on Mon 2/4. My husband stayed home again today (Mon 2/4). Around 12:30pm, without a sight of UPS delivery truck, I called UPS Customer Service center. I was told that they dont know where my package is and that it might have been lost. They will open an investigation into it, and will let me know as soon as possible. I was not obviously happy with the term as soon as possible so I asked exactly when I should expect to hear back from UPS, and was told about 8 business days. I wonder whether UPS will claim severe weather conditions have STOLEN your package????? Please do yourself a favor - consider other options such as FedEx and USPS. Do not use UPS! Thank you.

Pick up my package here. The staff were very friendly and helpful.

Worst delivery company ever, never had any issues with fedex, dhl, amazon or usps.UPS won’t leave packages at our door since they delivered a package that was meant for us to the wrong address so now they flagged our address even tho they are the one who dropped it at the wrong address. Their delivery guys are usually lazy and don’t even bring the packages up the stairs, they just come to the door and leave a note that they can’t deliver the package.If you can choose (usually you can’t) - never choose your products to be shipped with them.

Im college student so its hard to find jumps with flexible hours as it is but ups welcomed me with open arms 😁😁

I am never going through UPS again. The shipping process was god awful. Their customer service workers are very inaccurate with the information about the items. The company should have better training for the employees to avoid horrible miss communication. Going through Amazon or FedEx is a breeze. If you decide to use UPS, best of luck.

I went to pick up the box tonight about 9:03 pm. Also I had a little late. I asked the customer service, but he is a bit too much and he was not friendly. When I wanted to know his name, but his name didn’t show to me. In addition, I typing to him about I need to look for the manager please. But he ignored me and he didnt reply to me, he escaped. Finally, I don’t happy that UPS customer service.

Easy to drop off and pick up UPS packages. They are seldom busy and have easy parking.

Excellent customer service.

Completely bad service. The staff are very disrespectful and rude. My boyfriend happened to have lost his ID a couple of days ago and we decided to pick up the package instead of waiting for it to be delivered since it had been taking a while, EVEN THOUGH WE PAYED FOR THE 2 DAY PRIORITY AIR SHIPPING‼️When my boyfriend got there and brought his social security card, mail, paystub’s, court papers to show that he was in fact that person who’s name was on the package. The manager (Caucasian lady) was very rude to him and kept constantly saying “oh okay I don’t care, I don’t want to hear anything you have to say”... very unprofessional and disrespectful and same with the rest with the workers that were Caucasian aside from one worker who happened to be African American like my boyfriend.Very bad experience. I will never order anything through UPS again because not only was my shipping late THAT I PAYED EXTRA MONEY TO GET FAST but also had to deal with unprofessional, disrespectful workers who did not want to help my boyfriend get the package.

Send your package yourself quick and easy with no costs except the shipping price easy computer screen label printer address to address and someone is always near to help you never very busy.

The worst delivery workers, they dont deliver the package and they scan the package delivered when knowing they didnt went to the house.

The guy there was really nice and got my questions answered quickly

This center is directly connected to the local hub for MoCo. The space is run down and dreary. Often picking up a package takes 15 minutes even if there is no one there. Avoid if possible.

Knowledgeable and Helpful staff!!!Major problem - weakness with online programming* and hard to reach a person on the phone ... .Pressing #s, holding .... disconnected. Tried other primary options and subsequent options ....SHAME ON ALL DEPARTMENTS!!*If Amazon shipments (or the majority of) CAN NOT HAVE A CHANGE (of any kind; change if address, delay, ... )LET THIS BE KNOWNHours of my time wasted due to Amazon account created with my credit card and packages being sent to prior address.

Great Customer Support and yes it is at the end of the road and is not easily seen from the main road so keep going until you hit the very end you find this.

Very good customer service

Lots of space to park. Especially in the Evening time

Fast service.

After calling customer service to confirm shipping requirements and instructions I took my package to the Gaither Road UPS Customer Center.The clerk at the center refused to accept the package, stating nonexistent restrictions and requirements. The clerk, apparently unable to understand the written guidelines at the location, and or unwilling to admit his mistake, insisted I would need to return with additional unnecessary documentation.A second call to customer service confirmed the clerks error. They consulted with a supervisor, and apologized, but were unable to actually do anything to resolve the problem.So, I will using another carrier for this, and all future business.

They did all of what needed to be done in a timely manner.

As Iong as you show up on time, they are quick and courteous.

Simple and straight forward about what you need

One quick stop...friendly customer service

They changed their regular hours to a total weird schedule which is not customer convenient.

Friendly staff, however low staffed for parcel pick up on Saturday. But evenings on week nights are fine.

WORST EXPERIENCE EVER! I went in to make copies. The woman that helped me was not paying attention. I asked her for a copy of each documents. I was charged for 100 copies, when I ask to speak to the manager he told me that it was already done and I was obligated to pay...even though I did not want 100 copies. His words were it was her word against mine and she worked there so he was going to believe her. To top it off they were some how offended and extremely rude. Worst customer service.

Good staff,very helpful

Overall a good experience. The customer service representatives seem to be knowledgeable.

Easy to get to and drop off

Hard working people

Walked in - had my package in 3min. Smooth and friendly - great customer service!

Efficient but limited parking.

Great customer service but it was hotter inside then it was outside felt bad for the employees.

The staff here gave great service.