This by far has been the most shocking customer service experience I've ever had in my life. I stopped by what I thought was my new favorite shipping store, only to be berated by the owner.
I had two return packages to ship for my daughter. One was for USPS, the other for UPS (Amazon). Beforehand, I researched returning Amazon packages at a non-UPS facility, and found out that they wouldn't accept the standard return label, so I was fully prepared to present a PDF return label as instructed. There was a bit of a line, and the two representatives were busy helping their customers. The owner, who came from the back with a plate of food, dropped her plate off in the office and came out to help her staff. She asked me what I needed help with, so I told her I had packages to return. She looked at the Amazon package and said "we can't take those here, if you look at the label it literally says return at UPS". For clarification I asked if they would accept the PDF label. She then said, "yes, we can take that one, email it to us and I'll print it out". This was the first issue, because she told me no before she knew all of the information. At that point, she gave me the email address, and I forwarded the label. She then took the USPS package I was holding and set it in a pile.
After she printed the UPS label, she asked for the package. While she was prepping the package I asked if I could get a receipt for the USPS package, and she said that they don't provide receipts for USPS, so I asked for the package back. The package contained jewelry, so I thought it would be best to take it to the post office to see if I could get a receipt. I didn't disclose that information because I didn't think I needed to explain why I asked for the package back.
After she finished prepping the UPS package, she said it would be $1. I attempted to pay with a debit card, and she told me that they don't accept debit card payments for less than $2 (that's fine, if that's the policy I have to accept it). I didn't have cash, so I asked for that package back as well. She then said, "I'm sorry that waiting inconveniences you" in an extremely condescending tone. I never once mentioned waiting, or being inconvenienced. I was in a bind because I didn't have cash, and I was completely taken back by her attitude. I frankly didn't know what to say, so I said "waiting isn't a big deal". She ripped the label off while saying "oh you don't want it" loud enough for everyone in the store to hear. I then left the store with both packages.
I was completely embarrassed, and confused by her remarks and the attitude she had, so I decided to call and express my concern over the treatment I received. I told her that the customer service I received was unacceptable, and that I would no longer patronize the store because of this. She went on to tell me that I was "extremely rude". When I asked how I was rude, she said I was huffing. I'm not a 12 year old child, and I have never huffed at another adult person during a business transaction.
I can understand being busy, I can also understand being overwhelmed. I can empathize with having a bad day, and I can accept terms of a policy that have specific guidelines. What I can't understand or accept is attacking customers based on an assumption, and painting a false narrative to justify extreme behavior.
If this person would've told me in the beginning that it would cost $1 to print the UPS label, and they don't accept debit cards for transactions for less than $2, I believe this whole debacle could've been avoided. Im not a shipping professional, so informing me that I wouldn't receive a receipt for the USPS shipment up front would've also cleared up some confusion.
It's beyond disappointing that I have to write this type of review. I will be reaching out to corporate to inform them of the experience I've had. This business has lost a potentially loyal customer, and likely discouraged some customers from patronizing this establishment. It's a shame because they really do offer an array of helpful services. read more
