I am writing to express my extreme dissatisfaction with this store. My initial visit to this store turned into a nearly 2 hour ordeal that left me very disappointed. From the moment I approached the counter and informed the manager, James, of my extensive list of tasks that needed to be completed, the experience went downhill. I mentioned to him that I needed everything to be processed correctly, as sensitive information was involved in one of the items and everything was meticulously prepared.
However, James adopted a condescending attitude, particularly when I inquired about a transaction that he had canceled in order to consolidate both items I was mailing into one transaction. I simply wanted to ensure that all my items were being handled properly, but James seemed more interested in blaming me for the long wait. This was made worse by the fact that he frequently interrupted our interaction to deal with the onboarding of two new employees, leaving no one to assist the growing line of customers. Furthermore, he even blamed me when a customer complained about the delay, failing to take responsibility for his own ineffective multitasking and poor management.
During this experience, I never once raised my voice or spoke disrespectfully to James. However, by the time I finally left the store, nearly two hours later, I was reeling with frustration and had developed a debilitating migraine.
Sadly, the saga did not end there. UPS failed to deliver one of the packages that I had paid for. Despite informing the recipient about the expected delivery date, UPS only left a note on the door without attempting to contact the person inside. They then made subsequent delivery attempts while the person was at work. The recipient contacted the main site where packages are processed & confirmed that she could pick up the item during a certain time, but upon arrival, she was told that the package had been sent back to the UPS store. The issue took time to resolve, through multiple calls & even a conference call involving myself, the recipient, & a supervisor. Eventually, UPS admitted their repeated failures and promised to refund the money. The refund could only be obtained by returning to the same UPS store. When I returned to the store & explained this to James, he displayed his haughty attitude yet again, claiming "we don't do that". In this instance, he repeatedly interrupted & talked over me instead of listening. He called the owner of the store to explain the situation, but his explanation was incredibly deficient. He wrongfully accused me of blaming the store for the non-delivery issue, despite my clear intention to highlight only steps needed to process a refund. He neglected to properly address the issue, as he was too busy talking over me & failing to understand the complexities of the issue. This aggravated me & I still maintained my composure. In the hopes of finding a resolution, I decided to call the UPS service line. I was placed on a long hold. I place the call on speaker so that he could hear the conversation. However, he took a simple resolution and made it complex due to poor communication. When I finally spoke to the UPS customer supervisor, they had to instruct him on the steps that needed to be taken. The supervisor even connected me to the billing dept so that James could provide the info for the store to initiate my refund. During this process, James remained on the phone with the owner of the store, & the tone of their conversation (which I could only hear one side of) was far from professional. His remarks, such as "yeah, she still here, do you really want me to ask her that," accompanied by laughter, only added to my frustration. It became evident that professionalism is sorely lacking, especially if the owner is setting the tone. I must question their ethics. As an establishment operating under the UPS brand name, one would expect adherence to established policies. It is difficult to comprehend why refunding $12.72 or, in reality, only $8.75, the amount refunded - would significantly impact their finances. One may argue that this stress & aggravation over such a small amount is not worth it. It is a matter of principles. I do not conduct business in such a manner, & any entity that does so is, in my opinion, unethical. If he had communicated effectively & followed protocol, I would not have had to spend an additional 2 hours in the store, & he would not have been forced to stay past closing. I was the last customer in the store, which is absolutely ridiculous. I have no intention of supporting a business that has caused me such immense aggravation, where communication, planning, and management skills don't exist. The quality of customer service has gone downhill. I can only attribute this to poor vetting of employees. I want to clarify that this review is not a reflection on the new hires who were present. Overall, my experience at the UPS store was nothing short of a nightmare. read more
