The UPS Store,

800 East Rochambeau Drive, Williamsburg, VA 23188

"The entire time I've been using this location for Amazon returns, they have accepted customer packed returns in the same box that they were shipped in, even if that was the merchandise box. Now, some new girl starts working there and customer service plummets because she is telling us we can no longer drop off returns using the same process we've always used. It wouldn't be so difficult if she weren't so rude about it and lied, trying to say this was the policy for a long time. This is the first time in EVER that I've been told the merchandise box was not acceptable. They also need to announce these changes to customers well in advance of the change so we can adjust. I don't come into town every day, and she's now caused me gas and time out of a busy week. Edit for reply to original review: I have had plenty of returns that were required to be customer packed over the last couple of years, and I have never been required to use and additional box if the merchandise box was taped up and secured. This includes two returns I did around Christmas and New Year's for a projector and a tripod. My boyfriend also reminded me of the merchandise box with brakes in it that we returned within the last couple of weeks. Both were returned to Amazon in the same merchandise box they were packaged in, like you would find on a store shelf. I'm already well aware of what a merchandise box is versus a shipping box. I reiterate my point, that there should be communication from the store and timely opportunity for customers to be made aware of changes before they are implemented (or finally followed) and that just because you have recently decided to follow that policy, you failed in customer service by not informing us of this change."

"I’ve had such a positive experience at the UPS store at Quarterpath, I assumed that I could expect the same sort of customer service at the Rochambeau location. Not so much. I walked out of there with my items to ship and drove cross town to the tried and true service at Quarterpath."

"Great service, even during the last min holiday time. Amazon returns are so quick and easy. Staff very professional and helpful."

"Prompt and knowledgeable service. Very clean and organized UPS Store. I could see my time sensitive package is already departed towards the final destination."

"They’ll rip you off if you’re not careful. I fell victim to it today and won’t be back. Brought by an Amazon return here - they said it needed to be boxed already. That’s on me for not reading closely enough. They offered to sell me a box, because of course they did. By the time I got out to the car, I noticed they had also added a couple of more line items without saying a word about them: $4 for “basic pack materials” (aka a couple of pieces of tape) and almost another $3 for “basic pack service” (aka putting the thing in the box for which I already paid a premium to them and which they were already getting paid by Amazon to ship). Won’t go back here again. Update: The owner is entitled to their opinion on my comments, but it does not change what happened and the fact that they could have done this right from the start, including by being fully transparent and upfront about what they were charging me. They said nothing about other charges, only that for the box. They also did not offer a "packaging option" but to sell me a "box." Full stop."