The staff was friendly and very personable. The issue lies in the fact that they really need to listen to their customers and their needs though. I sold an item on eBay and bought the shipping label via eBay itself. When I came to this store I explained that I needed help packaging the item and making sure it got their safe and undamaged. The staff handed me a bubble mailer. I specifically asked if it would be possible to instead provide a box with cushioning. I explained that this was an item I was selling and I needed assurance that the item would arrive undamaged in any way. The staff assured me "it won't get damaged." I voiced my skepticism however the staff seemed insistent that there would be no damage to the item. Sure enough, the item is being returned to me with photos of damage. I am now unable to sell this item now due to irreversible damage. Once again: the staff was very kind and personable: I'm only upset by the fact that they were so insistent/resistant to just provide a box. It has left me with the impression that instead of taking the extra steps to help provide what I was looking for, they just wanted to get the transaction over with asap and get on with their day. The experience has unfortunately put me off on this location and staff. I appreciate the "service with a smile" I truly do: but the professionalism unfortunately leaves a lot to be desired. read more

They are horrible and unreliable. First they did not pack my package in-front of me and they said thats OK and no worries. To the moment I am not sure if I got the packing I paid for! I let go because I did not want to delay others and I was not comfortable staying around in small store and making sure I am able to maintain distance. I was given a delivery date and took the fastest option as I was shipping time sensitive material and I mentioned that to the lady who was supposed to be helping me. Last I called today to understand what happened and since I went with USPS option though from their store, I am told we can't help you!!! Now the day it should be arriving to the destination, I track online and I am find the package is still in Boston!!! read more

I had to return something yesterday to a company that uses UPS. I have never found this UPS store to be wonderful, but yesterday's experience was just the worst. The young woman who was working there was nasty, clearly didn't want to be at work, and apparently thought it was appropriate to inflict that attitude on her customers. It's already a stressful enough situation to walk into a small space during a pandemic; she really needn't exacerbate matters with unwarranted hostility towards customers. I had another package that required a u.s. post office return and I next headed over to the Waltham U.S. post office where I was greeted by friendly, competent workers who treated all their customers with respect and dignity. A distinct and welcome difference from my treatment at the Lexington UPS store just minutes earlier. read more

The manager of this store is TERRIBLE! Unreliable and does not return promised calls. I had a framed picture shipped from Lexington to Florida. It was packed at the store - delivered on time totally broken. Spoke with the manager, Sunny. He was very pleasant. He said the claim was filed and he would follow up with me. I sent videos of the damaged goods , he acknowledged receipt and that was the last I heard from Sunny despite numerous unreturned phone calls and a visit to the store. Another call to the store . Gabrielle confirmed that Sunny had received my store visit message the previous week and she would call him to tell him that I had called again. Gabrielle called me back to tell me she had spoken with Sunny and that he would call Me back shortly. That was 4 days ago and no return call from Sunny. Managers are responsible to their clients as well as their employees. Sunny and this UPS store is not responsible or good with their word or services. If you want even adequate service go elsewhere! read more

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Great experience here- was shipping back a ZAPPOS order (which is free shipping and using THEIR account number) no problems whatsoevere (yes Zappos got my return) In fact the guy behind the counter commented and said' Oh your shoes didnt fit? I have a client who is in here all the time who buys stuff one size up and one size down from Zappos because they ship back for free- then she always gets what she wants' . Great idea and had a great quick transaction- will probably use this location moving forward instead of the one near my house which is only open until 6pm. read more

Do not use this store for your shipping needs. Unlike other UPS stores in the area, they want to charge $1 for a 12 inch strip of tape to close a package. Is that a joke?!?! 12 inches of tape, and it's something that a customer should pay for. Sorry, that's customer service at its worst read more

====== Update#2: Still the same exceptional service that it's been since my first 5-Star review over a year ago but when they go so far above and beyond exceptional it warrants mention: Over the course of 2weeks I had no fewer than 30 huge heavy boxes mailed up to them after a work project in NC as well as big Amazon orders like bed frames and mattresses for a new Boston apt, and everyone there was so patient and stellar, and Rick and Justin were especially generous with their time and effort helping me carry and dolly boxes to my car and work with me to fit things in over many trips. They probably aren't even suppose to help like that - and definitely aren't expected to - but it's myriad experiences like these that make me so highly recommend this UPS location and the people that work here. ====== Update#1: I've been meaning to update my (already 5-star) review for months -- I can't give more than 5 stars but it's worth noting after now about 10 months of renting a mailbox from them: My experience has been even more stellar than my first 3 months. Such consistently exceptional service and kindness from now also two other employees -- Justin and Bob -- including Bob welcoming me in the store as it was closing despite my arms filled plus 3 luggage bags of items to group and mail to different places. There was never a moment of anything from him except happy patient friendly service as I filled out addresses and as he expertly cut and built and sealed 3 boxes to accommodate my many odd-shaped items -- and not even when I had to ask him to completely unseal (and redo) two of 3 boxes after I mistakenly had an item in the wrong box/destination. Can't say enough about how much I appreciate this location and its staff -- when I'm there and also when I'm elsewhere receiving my mail via forwarding service. ---- My original review is below: Everyone here has always given me exceptionally friendly, fast and knowledgeable service - especially Tayla and Catherine - even the few times I've been a little late past closing, or forget my keys or even have the wrong mailing address and lots of questions. Always accommodating and kind, and that makes a difference to me. It's a big reason why I eventually decided to also rent a mailbox from this location about 3 months ago. That too has been a great experience. They have a very reliable, expedient and convenient system especially compared to my last rental service. I'm notified via email right when packages arrive, they've never rushed me to pick them up even when I'm traveling for long stints. For packages that are due that day but haven't yet arrived, they give a special key so customers can enter via 24-hr access password and then unlock a separate oversized box to get the delivery even way after hours. I appreciate and highly recommend this UPS location. read more

The guy here was friendly and all, but.... 1. They don't accept UPS account numbers... so I basically had to pay for shipping when it should have been free. I have never run into this issue before. I finally got it out of him that it was because the franchise owners don't get money from UPS if they accept account #'s so they stopped doing it. Yea, that kind of stinks, but give me a break, don't call yourself a UPS STORE then. 2. They make you fill out a supplemental form with all your shipping FROM and TO information, including phone/email/etc. REALLY? I have never been to a UPS store that makes you do this. So what is the point of printing a shipping label again? Don't go here. Period. Head over to the store down the road in Arlington. The dude there rocks, he is quick, no nonsense and doesn't waste your time. read more

This place is fast, efficient and Professional. I had a lot of help with a difficult order shipping hundreds of vinyl albums to San Francisco. While attending to me, the other courteous employees were quickly assisting a constant stream of customers. Special thanks to manager Nicholas! read more

This place was PHENOMENAL! I inherited an old table saw from my Dad that had to get shipped out to California (where I live now). The manager, Justin, was exceptionally helpful and sympathetic to the situation. He made sure the packaging was done just right (it was a big, heavy piece) and gave me the options to choose from. The saw is now unpacked and being used, just the way my father would have wanted it. I'll definitely go back to this store - Thank you Justin! read more

Don't know about the bad reviews but I just went there to get shipping boxes. I called ahead to see if they had the boxes I needed. The lady picked up right away, was polite and pleasant and indicated to me that they did have what I needed. Got there after, she showed me the options, helped me pick different sizes, I paid and off I went. She was as pleasant and efficient as on the phone and even offered me to carry the boxes to my car. There was no stress involved... me like that read more

Most businesses are open when they say they'll be. Not this UPS store! The sign on the door and website says they open at 8:30am on weekdays, and here I sit in my car at 8:55 and still no sign of life inside. This is not a one-off event either. I frequently try to drop off a package on my way to work in the morning and end up being late to work because this store never opens on time. If you're going to claim that you open at 8:30 in the morning then do it! read more

The UPS Store - Hours? More aspirational than policy... - Shipping Centers Near Me - Lexington, Massachusetts

I rarely need to use this service, however while Kohl's was closed due to the health crisis, this is where Amazon returns were being accepted. My experience will not bring me back to the Lexington location ever again! I had been using the Arlington location, with no complaints, however street parking can be tough at certain times of the day. When I arrive at the Lexington store there was a small line, but with social distancing, it left me far enough back that I was just inside the door. The doorbell was going off and the female employee started yelling something, but I could not hear with the loud ding-dong in my ear. Once I did make my way to the counter, the woman was extremely rude, almost put-off that she needed to work. She told me she had to charge me for packaging.... not with Amazon returns. Oh and I love the "tips are appreciated" box on the counter. If you are earning a tipping wage, I get it, but I don't give my Mail carrier, Amazon or UPS driver a tip every time they bring a package... and they actually provide friendly service! Stay away from the Lexington UPS store! Arlington and/or Bedford will provide you with a customer friendly experience! read more

I only ever go to this UPS Store to drop off ground shipments, so that's all I can place my experience on. There's never any problems with my drop offs, and I have reason to believe it's because the ground shipping label is quite obvious on my packages. The guy who staffs this place is pretty nice, so I've never had a problem with that, either. read more

We visited this UPS store to drop off a package for delivery and it was a normal experience. Walk in, drop off package, walk out. This place is located at a busy intersection though so while it was easy to get to, it was a little difficult to get out. read more

The rare times I go they're very helpful and if I don't have packing tape they help out.

this is not a friendly place to go. they charge you extra for trivia help like seal the box, affix the label etc. well, they give you alternatives--buy their tapes and DIY. local people dont like here. read more