Tuesday, June 16, 2026, at approximately 2:10 p.m., I visited this UPS Store to have passport photos taken. I was actually feeling good that day because I had taken the time to do my hair and makeup, which is not easy for me given that I am currently undergoing physical therapy and treatment for nerve damage and other medical issues.
When it was my turn, the manager, Beatriz, turned her back and asked the employees behind her, "Who wants to take a passport photo?" It immediately felt as though she was not interested in assisting me. A young employee wearing glasses, who appeared to be fairly new, ended up helping me.
The first photo looked acceptable on the screen, although I was not completely happy with it. I was feeling somewhat shy with so many people around, so I did not initially voice my concerns. However, once the photo was printed, I realized I could not imagine using it as my passport photo.
I politely asked, "Can we take it again?" The employee agreed and proceeded to take additional photos.
I believe employees who provide this service should be patient and understanding. People come in carrying burdens and struggles that may not be visible to others.
After selecting another photo, I asked if it could be printed so I could see how it looked. Printed photos often appear different from what is displayed on the screen.
At that point, the employee walked behind the counter to the printer area. I overheard Manager Beatriz tell her, "If she doesn't like this one, you need to tell her we can't print it again because if she doesn't like it, we'll have to keep printing it again and again." She made this comment while holding my photo and speaking to the young employee.
The employee then came over to me and said that if they printed the next photo and I did not like it, they would not be able to print another one.
I responded that this was fine, but that I was not willing to pay for something I was unhappy with. The only way to properly evaluate the passport photo was to see the printed version.
When the employee attempted to print the photo again, she brought me the wrong image. I had made it very clear which photo I had selected. I calmly and politely tried to explain the mistake while she was standing next to me. Instead of listening, she suddenly and loudly yelled directly in front of my face, "I don't have time to waste."
I was shocked. My entire demeanor changed because I could not believe what I had just heard.
Why was it considered acceptable to speak to a customer in such a disrespectful manner?
I mention my disability because the employees had no idea what it took for me to make it into the store that day and even stand for a photo.
At one point, I overheard Manager Beatriz speaking about me in the back of the store with a tall dirty-blonde employee and another employee with black hair. While standing together in a group, she stated in Spanish, "No sé, es que la veo y me entra algo por dentro."
I sincerely hope the store's security cameras have audio because God is my witness to everything that occurred. In fact, while I was waiting, I smiled at Beatriz because she appeared stressed, and I was simply trying to be kind.
I understand what it means to work with the public. I have worked in healthcare and customer service, and I know that professionalism, patience, and respect are essential. Unfortunately, Beatriz and the other employee did not demonstrate those qualities. As a manager, Beatriz also refused to provide me with the name of the employee who yelled at me.
From the moment I entered the store, I was polite, respectful, and professional.
I left feeling upset, with my heart racing and my hands shaking. The incident was extremely triggering for me given my medical condition and nerve damage.
I believe Store Owner Luis Dominguez should seriously reconsider who is managing this location. Customers deserve to be welcomed and treated with kindness, professionalism, and respect.
Extremely disappointed with the service I received. To make matters worse, I was not even satisfied with the final passport photo, yet I still paid for it.
I refuse to remain silent because this behavior was completely uncalled for and unacceptable. The incident has taken an emotional toll on me, and I hope it serves as a learning opportunity for those who witnessed it.
To this day, I still cannot believe that an employee yelled at me simply for trying to ensure I received a passport photo I was comfortable paying for. This was a deeply disappointing and unprofessional experience. read more
