Below is an email I sent to the store to weeks ago!…read more
Subject: Request to Resolve Unsatisfactory Experience
Dear UPS Store 6598 Manager,
I've been a loyal customer since April 2017, maintaining a P.O. Box with your location. Until recently, I've always found the service to be friendly and efficient, which makes the situation I encountered on March 24 all the more disappointing.
On that date, I stopped in during my return from a winter in Cathedral City, CA, to collect my mail before heading to the Canadian border. I was helped by a staff member I didn't recognize, who was unexpectedly rude and aggressive. After retrieving my mail and a USPS Priority Mail package, she informed me that I owed a $90 storage fee. I was completely shocked.
I explained that I had spoken with a manager on January 2 by phone, asking that both the recently arrived large package and the USPS package from November, along with all mail in my box, be forwarded to my winter address in Cathedral City. She insisted there was no record of this because only two emails existed on file and neither mentioned the USPS package. I clarified that it was a phone conversation, not an email exchange.
She demanded the manager's name and grew confrontational when I couldn't recall it. I did my best to describe the person I spoke with, and eventually, she said she'd consulted with the manager and reduced the fee to $50, which I paid under pressure so I could get back on the road.
Frankly, if I hadn't already arranged for both packages to be sent together, why wouldn't I have asked to ship the USPS package separately to avoid unnecessary fees? We discussed that it didn't fit in the box, and I specifically said I could pick it up on my return in March--at which time I was told, "no problem." There was no mention of being charged excessive storage fees.
Furthermore, my first email clearly stated to forward any mail in my box, and yet I received neither the USPS package nor any mail in Cathedral City--meaning something was clearly missed on your end.
This experience left me feeling dismissed and bullied by your staff. I hope this was an isolated incident and not indicative of future treatment, especially given the delicate political environment between our countries.
Please contact me to discuss how this situation can be made right.
I followed this up with a reminder, email five days later and got....
Hi,
Unfortunately our manager has been on vacation the last two weeks. Your email was put into her inbox the day we received it and as soon as they come back, they will reach out.
that was over a week ago, and if I was a manager, and my staff forwarded something to my inbox without responding to the client, I clearly be disappointed in their training or lack of concern for the business.
What a letdown !
