The UPS Store

Avoid this store and try another. Read this in entirety- thumbs up if helpful - I was in the store yesterday I have used this store roughly 9 times and they primarily treat customers poorly, rolling eyes, communication styles are extremely sarcastic - They would not print a label from west elm west elm said they would - today I called west elm who called the store to see what the issue was to facilitate a package return. Kathryn ups store answered, laid the phone down to get someone else involved. For 37 min Bryan/West Elm was listening to the conversations of employees. . West Elm/Bryan was pretty surprised at the behaviors and conversations that were occurring as he could also hear the customers in the background., and how what appeared to be the employees were making fun of customers, and didn’t seem to care what was coming from their mouths. BTW- they never returned to the phone- they hung up. - store employees are not helpful, and need customer service skills - the only employee that understands customer service at this store is Sebastian.

Worst experience ever! I work in customer service and am so disappointed in the service I received from Barry. I shipped a package, which was “lost” by UPS. I called the store and Barry told me he would start the claims process and be in touch. He said he would call or email. He NEVER reached out. I called every week for an update and each time he assured me he was “working” on it and would update me with status-which he NEVER did! I have now reached out to UPS to handle this myself. The location does not care about their customers-or following through on their commitments. I understand they have to work with UPS to resolve, but don’t tell a customer that you will follow up with them and never do it! I will not use this location again as I know they are independently owned and have zero confidence in their abilities.

Clerk was very rude when I was simply trying to understand a return policy I received from Amazon. I was reviewing the text from Amazon and she asked me, out loud in front of many other customers, to not read the text out loud to her even though she said she could help us!! She was not friendly in her delivery of her message but rude and authoritative. Her customer service communication skills are greatly lacking.

I ended up having to bring in a bunch of packages over 50 to send out to my remote employees. The entire staff was great but Chris was an absolute Rockstar! He was kind, funny, fast, and efficient! He made sure I was taken care of and my team was able to get their holiday gifts in time for Christmas Thank you so much!

I needed a notary so I made an appointment for this location at 9am. Barry was SO kind and helpful. While he was notarizing my documents, tons of people were coming in and he greeted each person and thank them for their patience, all while helping train a new employee.

10/12/22 430pm: Entered store to have documents notarized. Informed that the notary had left early that day. Also informed that the notary would be in the following day. After returning home, I made an online appointment for noon on 10/13/22. 10/13/22 12pm: Entered store and was informed that the notary had left the building to make a bank deposit and would return in 35-40 minutes. I stated that I had an appointment. I was told again that the notary was not there and would be available after returning from the bank. As the documents I needed notarized required a witness, I had to inconvenience a friend to be my witness on two separate days because a notary was not present during regular business hours. Also, scheduling an appointment did not change the situation. My advice if you need a notary is to go elsewhere.

Brought a return in here with a prepaid label on my phone, expecting them to scan it and put a label on the box, like every other store does. Found out there’s a $3 charge for The UPS Store to print a prepaid UPS label. Was told that if I wasn’t happy with paying the fee, I should go to the UPS Customer Center, 15 miles away, to ship it.

I brought back two chairs from Amazon in the same beat up boxes they were delivered to me from UPS. They literally had screws coming out when dropped on my porch. Amazon gave me this location as the drop off point and I thought I received a pop up that said no need to package them as all of my other Amazon returns have and worked fine at this location. An employee by the name of Sebastian seemed annoyed and without any care for customer service said “I’m going to tell you right now I am refusing these and you need to repackage these in new boxes as UPS will refuse them same company that delivered to me In this condition. He said the fine print on my phone showed me that. No offer to help or secure the current boxes. I stepped outside to call Amazon and regather my thoughts. I couldn’t get Amazon so I asked what if I buy tape and secure the packages. He was nice enough to throw his tape on the counter and tell me use as much as you want. One of the packages appears lost in transit at this point. Even though I ship there all the time for my company and Amazon returns, this one experience was enough to wipe out all the other positive ones. And I didn’t bring it up but maybe he should know I am battling stage 4 brain cancer so the handling of the large boxes and taping was not as “easy” as he may have thought when he decided not to help and be rude.

I have been here twice to file a claim for a lost package but received no help. There were 5 staff in the place but none can file a claim. Their website also has a bug that kept preventing me from filling online. Poor service is how companies start to fail!

Heads up to those who need a notary, the service is $10 here. I wasn't aware of this when I showed up. While it's not a large amount, I wasn't told about the cost when scheduling the appointment OR in any of the reminder emails I checked after the appointment. I really hate getting surprise fees dropped on me. Also, most banks provide a free notary service, so save yourself $10 and go to your local bank.