I wanted to share my recent experience at the UPS store, as the situation became unnecessarily…read morestressful and concerning.
My mom, who was visiting from out of state, shipped a package to herself through your store. The item was packaged by your team and sent as an overnight delivery (costing close to $400 for overnight) Unfortunately, the package did not arrive on the expected date. While we understood there could be delays due to Sunday, it arrived even later than anticipatedand ultimately arrived damaged.
A store employee had mentioned they would follow up regarding the SGR, but we did not receive a call the next day as promised. My mom attempted to call the store multiple times without success, but no one answered.
Since she is not local, I went into the store on her behalf to help get an update. For context, I am currently 37 weeks pregnant, so making the trip was already physically taxing.
When I arrived, I explained the situation to a younger employee and put my mom on speaker so she could provide details directly. At that point, an older employee came to the front and immediately assumed my mom was yelling on the phone, which was not the case.
Instead of calmly assessing the situation, he became visibly frustrated and began raising his voice toward the phone. I repeatedly asked him to stop yelling, as it was escalating the situation and causing unnecessary stress, especially given my condition. Unfortunately, he continued, showing little awareness of how inappropriate the behavior was.
In addition to the tone of the interaction, several of his comments were confusing and came across as dismissive and guilt-inducing. For example, when we brought up that the package had arrived damaged and that we had not received a follow-up call as promised, he responded by saying that if the package had been processed the day before, "we wouldn't have known about the damage." This did not make sense in context, especially since we were told we would be contacted before any next steps were taken.
Rather than addressing the lack of communication or helping resolve the issue, the responses felt defensive and unhelpful.
The interaction became increasingly uncomfortable. Eventually, he disengaged by walking away and keeping his distance, without resolving the situation or addressing my concerns directly.
I asked if everything needed on our end had been completed, was told yes, and then I left.
What should have been a simple conversation turned into a stressful and avoidable experience. I'm disappointed in how the situation was handled, particularly the lack of communication, professionalism, and awareness in handling both a damaged shipment and a customer concern.
Weeks later they did not do the SGR like they said and she received no apology, no response from the store, no refund. Could have been charged the original shipping but didn't refund the over night for not coming on time.
This was a disappointing experience and I now see it based on previous reviews. I should have known better to look first.
