The UPS Store

"Store seemed fine, but...it went in to fax something, not thinking it would cost more than a dollar or two. What expense would be involved for the store?. Seventeen pages, After it was sent they said, "37." Not cents, dollars. I'll repeat $37. Speaks for itself. Ouch."

"I give this store a -1 review if that is possible. I purchased a gift for my nephew and decided to ship it to the Ups store so I will not have any issues when getting my package… which I was wrong. I specifically ordered it around this time because I will be going away for two weeks and needed to bring the gift with me to give to my nephew. The item was delivered to the ups store on December 5 at 10:41am. I arrived at the UPS store after work at 4:00pm the same day to get my package. As I try to retrieve my package the associate tells me “ she does not see my package.” I expressed to the young lady that if the package says it was delivered to them on my end and you guys end, where is my package ? She began to tell me a person by the name of Trish signed for the package but it probably meant Chris. As I asked them who Chris was, they told me their manager. At this point I am upset because they cannot find my package and I specifically delivered it to the UPS store to AVOID THIS. As I was asking the young ladies how they could help me they had no answers. I asked to speak to the manager and they told me Scott will be in the next day. So I left the store with no package in my hand. I called Scott the next morning and told him the situation. He told me it was signed by someone named Trish but they don’t have no one by the name of Trish that works in that store. I said ok so how can that happen? He told me sometimes the UPS drivers just sign off a fake name and leave the package . Which is horrible on their part but as associates in the store right it is part of their job to bring the deliveries to the back of the store and not leave them up front? Scott the manager was still unable to help me out. All he kept saying was “ we don’t have no one in the store named Trish” as if that is helping me.Someone in your STORE signed for it ! IT IS UPS RESPONSIBILITY TO BE RESPONSIBLE FOR THE PACKAGE UNTIL THE PERSON RECIEVE IT. Scott told me he will call me back, it is now Thursday and no one can give me answers on where my package is. PLUS I have to call them back to keep asking about my PACKAGE that the store misplaced. Everyone is giving me a run around. No one has the answers when it comes to my package or what happened to it. The workers are careless and the managers are no help and everyone shows no type of remorse for their actions. I am upset my nephew will not get his gift and on top of that the gift I bought him was the last one in stock. If this UPS store is so careless to misplace packages, do not make it an access point to pick up packages. I know I will never make the same mistake twice. This is unacceptable."

"The Old Bridge Gateway Plaza associates Amber, Nicky, and even the other gentlemen were very nice and provided customer service to all customers. They were pleasant, patient, respectful, and wanted to meet their customers needs for shipping. They provided accurate information for shipping out my three items and made sure they would get there on the dates provided. My one package Amber even marked as Fragile so the flowers wouldn’t get damaged. I am having my wedding bouquet preserved. Thank you for easing my stress and making this process simple. It was send UPS or drive all the way an hour and twenty minutes to where it needed to be delivered and an hour and twenty minutes back. No thank you since I had other things to do. These girls make sure your packages go to and from wherever they are supposed to go."

"Sadly, the saga did not end there. UPS failed to deliver one of the packages that I had paid for. Despite informing the recipient about the expected delivery date, UPS only left a note on the door without attempting to contact the person inside. They then made subsequent delivery attempts while the person was at work. The recipient contacted the main site where packages are processed & confirmed that she could pick up the item during a certain time, but upon arrival, she was told that the package had been sent back to the UPS store. The issue took time to resolve, through multiple calls & even a conference call involving myself, the recipient, & a supervisor. Eventually, UPS admitted their repeated failures and promised to refund the money. The refund could only be obtained by returning to the same UPS store. When I returned to the store & explained this to James, he displayed his haughty attitude yet again, claiming "we don’t do that". In this instance, he repeatedly interrupted & talked over me instead of listening. He called the owner of the store to explain the situation, but his explanation was incredibly deficient. He wrongfully accused me of blaming the store for the non-delivery issue, despite my clear intention to highlight only steps needed to process a refund. He neglected to properly address the issue, as he was too busy talking over me & failing to understand the complexities of the issue. This aggravated me & I still maintained my composure. In the hopes of finding a resolution, I decided to call the UPS service line. I was placed on a long hold. I place the call on speaker so that he could hear the conversation. However, he took a simple resolution and made it complex due to poor communication. When I finally spoke to the UPS customer supervisor, they had to instruct him on the steps that needed to be taken. The supervisor even connected me to the billing dept so that James could provide the info for the store to initiate my refund. During this process, James remained on the phone with the owner of the store, & the tone of their conversation (which I could only hear one side of) was far from professional. His remarks, such as "yeah, she still here, do you really want me to ask her that," accompanied by laughter, only added to my frustration. It became evident that professionalism is sorely lacking, especially if the owner is setting the tone. I must question their ethics. As an establishment operating under the UPS brand name, one would expect adherence to established policies. It is difficult to comprehend why refunding $12.72 or, in reality, only $8.75, the amount refunded – would significantly impact their finances. One may argue that this stress & aggravation over such a small amount is not worth it. It is a matter of principles. I do not conduct business in such a manner, & any entity that does so is, in my opinion, unethical. If he had communicated effectively & followed protocol, I would not have had to spend an additional 2 hours in the store, & he would not have been forced to stay past closing. I was the last customer in the store, which is absolutely ridiculous. I have no intention of supporting a business that has caused me such immense aggravation, where communication, planning, and management skills don’t exist. The quality of customer service has gone downhill. I can only attribute this to poor vetting of employees. I want to clarify that this review is not a reflection on the new hires who were present. Overall, my experience at the UPS store was nothing short of a nightmare. James demonstrated undesirable qualities, all of which resulted in a waste of my time & added to my mounting frustration. His lack of management skills are incomprehensible. Furthermore, his lack of professionalism displayed during my interactions with him leaves me with no desire to continue supporting this establishment. Also, the mishandling of my packages' delivery only added to my disappointment. I strongly urge UPS to address these issues as they reflect poorly on the company's reputation for reliable service."