Customers Fuming Over New UPS Facility in McKinney

Some UPS customers are fuming about long wait times and repeated trips to pick up their packages at the company’s new distribution center in McKinney.

“It was a little bit like chaos,” said McKinney resident Geoff Cerny.

The 215,000 square-foot facility opened on Redbud Boulevard in November, just in time for the holiday crush.

“Couple weeks ago, it’s like nobody really knew what was going on. I think they kind of opened up too soon,” said Cerny.

One NBC 5 viewer posted a picture on our Facebook page showing customers inside the building waiting hours for their packages, many after making repeated trips.

UPS public relations sent an email to explain what was happening.

Incorrect hours for our McKinney customer counter were posted that led to longer than normal customer wait times yesterday. This was corrected today, and additional staff has been on hand to speed the process up for will call.

We apologize for the inconvenience and thank customers for their patience. Will call hours for pick up are from 5-8:30 p.m. at this location. We recommend that customers contact the customer tab on ups.com to verify their package is ready for pick up.

On Tuesday evening, most customers appeared to be getting their packages within about 15 minutes.

“This is my fourth package I’ve picked up in the last two weeks and they’re a lot better now,” said Cerny.

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