The Owner of this business, Sharon Silva, has a problem with acknowledging the truth. Her UPS Store (#3991, located in Marathon) has NINE! one-star Google reviews, but she believes that those reviews belong to the Key Largo location. Ms. Silva declares herself to be "the nicest person ever," however my experience with her was quite different. Ms. Silva also invented a narrative about how I must have "had a bad day" to excuse my reaction to her unprofessional behavior.
I was attempting to return a book to Barnes & Noble via The UPS Store. I had a label, but the book was not in a package. I explained the situation to the Associate at the counter, she told me that I would have to pay them for packaging, which I was not prepared to do at that time as I did not have the company credit card. The Associate called Ms. Silva over and told her: "She says she won't pay for packaging." Ahem, that is not what I said.
Ms. Silva told me that they ONLY return items without packaging for Amazon. When I pointed out that I had previously dropped off returns for AT&T without packaging, she then acknowledged that AT&T also has a corporate account with The UPS Store. Ms. Silva then asked me the question: "Where on this book would you like for me to put a shipping label?" I was both taken aback and incredibly offended by her patronizing tone. I responded by telling her that I did not appreciate her speaking to me like I was stupid, I took the book from the counter and turned to leave the store. As I reached the door, Ms. Silva loudly said "I wasn't TRYING to speak to you like you're stupid." I turned around, went back to the counter, and said "But you DID. Can you understand how I might feel that way?" She replied "I'm trying to." No apology whatsoever. I went home upset and shaking from anger.
Ms. Silva needs to realize that her behavior at work affects other people, even her customers. Given that she is the Owner, the only person who can hold Ms. Silva accountable for her actions is herself. I believe that Ms. Silva would benefit from serious self-reflection.
Oh, and for anyone who needs to do business with UPS - the Advanced Auto Parts in Marathon (11600 Overseas Hwy) is also a UPS Access Point - the UPS Store is not the only game in town. Ms. Silva assured me that my business would not be missed, so you can bet I'll be taking my money elsewhere. read more