To say I'm baffled is an understatement.
This location…read moreremoved my previous review before I could even respond, so here it is again, with two important updates.
I was expecting a high-value package (worth over $1,500) that was scheduled for delivery by 7 PM. I took the day off work specifically to ensure I'd be home to receive it.
At 12:40 PM, I received a notification that a delivery attempt had been made at 12:38 PM. But no one rang the doorbell. No knock. I was sitting in my living room, directly facing the front door, and saw no one. I ran outside at 12:41 PM--no delivery driver in sight.
I called customer service and spoke with a rep named Christian, who told me there was nothing he could do. After I insisted on filing a formal complaint, the call was escalated to a manager named Sydney. She informed me the driver had rerouted the package to a pickup center, but I couldn't retrieve it until the next business day.
That alone was frustrating. If in-person pickup had been my only option, I would've gone that morning and avoided this entire mess.
****Update -- June 24th
It's now the next business day, and I still haven't received my package. Tracking showed it was once again loaded onto a delivery vehicle at 6:48 AM, but nothing arrived. I spoke with another representative, Madrid, who told me there was no way to know when it would reach the pickup location. According to him, the driver had until 7 PM to drop it off.
Meanwhile, I had to be at work by 2 PM with no guarantee it would be ready in time. I took time off the day before just to be home for this delivery, and it was all for nothing.
If I could give zero stars, I absolutely would. I've decided I will no longer be using UPS for any shipping or delivery needs--personal or professional.
***Final Update - June 30th
Before I even had the chance to respond to the UPS owner's reply, my review was removed. So here it is;
When I finally went to pick up the package, the staff member at the register was polite, but visibly confused when I told her I was there for a pickup. I handed over my ID, and she asked if the package might have been under a different name (it wasn't). She eventually found the package buried under a stack of other boxes. The item inside was fragile--why it was placed at the bottom of a pile is beyond me.
When I got home and opened the box, the item was damaged.
At that point, I was completely done with UPS, whether corporate or franchise. As a local franchise business owner myself, I found the lack of responsibility and dismissiveness from the local owner incredibly disappointing. The way this was handled, both operationally and professionally, was unacceptable.
I've since returned the MacBook to the seller and initiated the refund process.
If this review is removed like the last ones, I will continue reposting it for visibility. Customers deserve to know what they might experience here.
***Last Update - June 30th.
Hi William,
Thank you for your response. While I understand that your location is a franchise and operates independently from UPS Corporate, the fact remains that my package was routed to your store, where the final leg of this failed delivery experience took place.
Respectfully, the moment my package arrived at your store--damaged, buried under other boxes, and handled without care--it became part of your location's operations and experience. I interacted directly with your staff, and what I experienced, while polite on the surface, reflected a lack of organization and proper handling for a high-value, fragile item. That is absolutely relevant to the day-to-day business operations of your franchise.
The original delivery failure may have started elsewhere, but the overall breakdown in service continued at your store.
Additionally, suggesting that Yelp removed my prior review because it wasn't related to your business feels dismissive. My experience at your location was part of a larger issue, and silencing feedback by pushing it elsewhere doesn't resolve the problem--it simply avoids accountability.
This review is not meant to attack your store personally, but rather to give future customers a full and honest picture of what they might encounter, especially those receiving high-value items or expecting dependable service. I stand by it.
All the best,
Beau
