I have used this UPS Store well over a dozen times, and I can honestly say it is the best customer service I have ever experienced. The entire team here works together seamlessly, they're professional, kind, and efficient. You can tell the owner knows exactly what she's doing because the staff reflects that leadership. It's honestly astonishing to read some of the negative reviews!! they can't possibly be about THIS location. I've worked in customer service for over 20 years, and I know what excellent service looks like. This store has it. Every single time I've been here, they go above and beyond. As for the people complaining about costs: running a small business isn't free. Everything, from receipts to packaging materials has a cost. That's reality, and this store is fair and transparent about it. I cannot say enough about this location. It's exceptional, and I will continue to trust them with my business. read more

Hands down, the BEST UPS Store I've ever been to! I don't normally go out of my way to write reviews, but this UPS Store deserves every bit of praise I can give. I live in a neighboring town, and I gladly make the drive here because the level of service and value is just THAT good. The management is phenomenal, friendly, professional, and genuinely invested in helping every single customer. You can tell right away that this store is owned and run by someone who truly cares, not only about their business but about the community they serve. It's rare to find that these days, and it makes all the difference. Whether I'm shipping a package, printing documents, or needing help with something random, they go above and beyond to make sure everything runs smoothly. They're fast, efficient, and always greet you with a smile. It never feels rushed or transactional. It feels like I'm supporting a local business that actually appreciates their customers. On top of all that, I've learned the owner is super active in the community through pleasant conversation we've had, which makes me feel even better about supporting this location. It's the kind of place where you leave feeling taken care of and a little bit happier than when you walked in. If you're looking for excellent service and a team that genuinely cares, this is the UPS Store you want. Worth every mile of the drive. read more

Always friendly, polite, knowledgeable and helpful, this little store is everything a customer-oriented business should be. I never worry about purchases sent through UPS and Amazon, I know my returns will be handled professionally and expediently. Plus - the location is great - I can eat lunch, get coffee and go grocery shopping in the small plaza, all within walking distance of my house. read more

Horrible place to go!!! They are rude and don't help their customers. I only wanted to print something out. I stood in line for ten minutes while one lady did nothing. Then she came over and asked what I needed and I told her I sent the email for a print. The email didn't have the attachment, so I said here I'll resend it. It took five seconds to send the email. She walked away and took another customer as my email arrived to the inbox before she got to the counter. As they helped other people I stated I was here first and I'm waiting to print and she said, no you weren't ready. Oh my goodness it took five seconds and she wanted me to wait another ten minutes. Never go to this place!! read more

I was in line today when I witnessed something completely unacceptable. A middle-aged woman (possibly the owner) verbally berated and belittled a young man who was simply trying to return a few Amazon packages. He was polite and composed the entire time -- far more than anyone should have to be in that situation. There was no justification for the way she spoke to him. The tone, the attitude, the personal insults -- totally unnecessary and unprofessional. In today's world, every customer matters. Respect matters. Treating people like that is how you lose business. As an older gentleman, I was appalled by what I saw. I will be canceling my mailbox here and taking my business elsewhere. If this is how customers are treated, then someone needs to do better -- or step aside and sell the business to someone who can. Do better. Much better. read more

Very poor customer service. Notary often not there and nothing but excuses about why they can't do basic notary services.

UPS Corporate just confirmed you did NOT get charged for my return label. I have filed a formal complaint against your store for lying to get out of refunding me. I see from Reviews here and on Google- this is a Trend with you folks. Complete disrespect to us in the community read more

Wonderful staff. Very helpful. I have been going to the store since I moved to Santa Rosa in 2016. Sometimes it can get really busy, but the staff manages to get through many people quickly. Very kind people. read more

The UPS store on Calistoga Rd is great! The staff is fast and precise. Amazon returns are a breeze, as long as there are not too many customers n line waiting. read more

This team was great! Came in with a bunch of of drop offs and amazon returns and they had me in and out in 5 minutes. Kudos to the manager and her team of badass ladies! read more

Customer service is horrible and employees need replaced. Skipping those who were there first to be helped and walking away is just RUDE and shows incompetence. The two older lady's don't understand customer service. We waited patiently to have our smaller file printed and instead of providing service they pushed us to the side and helped another lady print. This isn't the first time we have experienced their unprofessional behaviors and service but it sure is the last! Walking in to begin with their were two customers attempting to be helped who showed irritation and frustration with the service being provided, or shall I say not being provided. read more

Excellent service! Knowledgeable, efficient, caring! Susie has an awesome team! Each person, kind and helpful! read more

Absolutely terrible customer service. Went in with an Amazon return and the manager was so caught up complaining about another customer to her employee that she couldn't take the time to acknowledge me. When I finally got the attention of the manager, there were no pleasantries or even a hello, she just launched into why my packaging wasn't sufficient. I brought it in the exact packaging it was shipped to me, just untaped. After a barrage of questions presumably aimed at me paying her to repackage it, I asked to put some tape on it and send it. She refused. Mind you Amazon clearly stated that I could drop it at the store unpackaged for no charge. I believe she is collecting fees from Amazon and charging the customer as well. read more

If you don't mind grossly overpaying to ship something, this is your place! If you'd rather save your money and pay a reasonable price for shipping, go somewhere else. I was on a tight timeframe to get a package shipped this morning, so I went to UPS since it's the closest shipping place to my house. I will NEVER make that mistake again - I'll take the extra time to go to the awesome place I love in Larkfield. I had a few small things to send to my mom and I wanted to send them with 1-day shipping to arrive by Easter, but the price was outrageous ($166 overnight and $130 to arrive on Monday). Maybe that's the going rate for fast shipping these days, but that price was ridiculous to ship $20 worth of stuff. The clerk suggested I send it USPS priority 2-3 day instead, which I knew would be way less expensive (although unfortunately would arrive late). However, instead of putting my stuff in a flat rate priority box, she packaged it in a regular cardboard box and charged me $45 to ship it! The cost should have been $17.10 in a medium flat rate priority box, and they up-charged me $29.70! By then I had to get to work and I didn't have time to go somewhere else, so I really had no choice but to get totally price gauged by them. This place is horrible and really screws you over. Go somewhere else. read more

Twice I tried the UPS Calistoga Road Notary service. Both times the experience was beyond unpleasant. Need a quality audit to improve to next level, getting back to a pleasant customer service mentality in more than just shipping. This UPS location does not offer a US mailbox. Hugely inconvenient for those who routinely use UPS AND USPS. Need a strategic plan that is a customer focused growth strategy, and to visit UPS locations that are performing at strong levels. This is urgent or you will lose sales year over year while others do great. read more

These ladies really came in clutch for me this holiday season, helped me out above and beyond what they had to! I'm really appreciative of everything they did for me. I definitely will be back in the future if I need to ship anything again read more

Have to laugh. I tried to leave a review on Google, but this merchant apparently blocked Google reviews. For the third time the manager of this store has given out bad info. She told me my packages couldn't be sent via UPS because they didnt' have enough packing inside. I took to another UPS store and they shipped right away. I think the manager is dishonest. She wanted me to pay her to add packing even tho the contents don't require protection. Another time a couple of years ago the same woman gave me phony info concerning renting a box and forwarding mail from the post office. I knew for a fact at the time she was wrong, but she wouldn't listen. Insisted she was right. I went to another facility and had my mail forwarded, not issues. She essentially is one of those people who thinks she is right but doesn't really know what she is doing. Very poor UPS store. UPS should police their franchises better. read more

The USPS removed the Mail Drop box from the Calistoga Road shopping center, then makes the UPS store a drop off location for USPS. We run a small business & might have 2-4 small packages to mail. My husband was banned from the location, and the reason is mystifying! He was informed he is only allowed to drop off ONE piece of mail there at a time. Since he usually has more than one piece, he is no longer welcome to use their location! Unreal!!!! read more

I went to the store for the first time in many years to return a package for a friend. I was told it needed a label and they could print one for 2.00 but I had to put their email into my phone. I said OK and she handed me a piece of paper to copy the email from. I'm 80 years old I just had a stroke and was feeling dizzy so I asked for a chair so I could continue. I was told they had none so I asked the young lady if she could put it in my phone for me she said no, I don't touch other peoples phones I asked why, she said because of germs. I said OK and then the owner came over and told me to get out of the store. I asked why, she said you're being rude to my employee. I said I was not being rude I just asked for help typing in the email with address that they needed. I apologize for any misunderstanding but she still insisted that I leave the store. She called the police to have me removed and so I waited patiently I also called my husband to come and help me. The policeman came very nice young fella and we talked outside the store. The owner of the UPS store told him that I was sitting down outside the door not allowing other people to come in. Oh my goodness! If I were on the ground I would not be able to get up on my own. Fair warning the lady is crazy My husband came returned the package nothing was said and nothing was charged. read more

One star seems way too kind for this review; zero is a much more appropriate rating!! My business sent a package to a customer in New York two months ago. The package was never received by the customer, so my husband went back to this Calistoga Rd UPS store for some help & to start an investigation. The owner, Susie , explained that she would definitely research the problem & begin a claim if necessary. Less than a week later, he received a check in the mail directly from UPS for the insured amount plus shipping, so he immediately notified our customer that he got a paid refund. He would be now refunding the customer his money, because his package definitely was lost. The customer mentioned he had been tracking his package through his NY UPS Hub and it was sent directly back to the SR Calistoga Road Store, because he did not originally provide an apartment number with his address. I called the UPS store and was told that they had it sitting there on their counter. No one at the store even made any attempt to inform us that the package was returned there. My husband went back again to the store to resend our package and pay back this UPS store the refunded money he was sent. This is when everything went totally south... The owner, Susie, stated now the package was her "UPS property," & she had no way to accept his payment. She spoke extremely loud & was very rude, but did at least say she would contact him once she contacted Corporate UPS. She further stated she had no idea how to solve this shipping problem. He left with no package to resend. We waited almost two more weeks to hear from Susie, but still absolutely nothing!! Meanwhile, the customer wants rightfully his goods & just wants his package resent. Then, I got fully involved and called UPS Corporate in Fort Worth, Texas. Senior Claims Adjuster at Corporate UPS stated that Franchise UPS stores ARE NOT true UPS Hubs!! The owner, Susie, had no right holding our package, because she isn't UPS!! Plus, she had NEVER made any attempt to even contact UPS Corporate Office and inquire how to resolve this weird mixed-up situation. The Claims Adjuster had to personally call & demand her to release my package to me when I returned back to the store. When returning the package, Susie's attitude was extremely unprofessional!! I felt like it was going to be a tug of war fight for our package that would unfold in front of all the customers in the store. She yelled at me saying, "Just go & never return to her UPS Store ever again!!" It must have been quite an unbelievable experience for anyone to witness of a business owner to behave in such a childish & bizarre manner. Hard Lessons Learned: Go straight to a real UPS Hub to ship a package. NEVER go to a Franchise Strip Mall Store especially the Calistoga Rd UPS Store!! They do not have the tracking capability on their store computer to do the proper research before attempting to submit a claim. None of this unnecessary drama would have happened for our customer or our business if we mailed our custom merchandise from a "REAL" UPS office!! read more

Use this UPS store if you like your packages being misplaced and if you like becoming entangled in a months long drag. Terrible experience and poor customer service; the owner was rude and unpleasant. After it all, my package was never sent, I never received the initial value of my item back, I now must restart the process of shipping my friend something that should've happened over a month ago. read more

I had an Amazon Return and if I could I wanted to reuse the Bag that Amazon used to ship the merchandise to me. But I wasn't sure if the bag was re-usable. So I put the merchandise in the bag and left the bag opened and printed out the Amazon return labels and brought all into the UPS Store on Calistoga. The young woman that waited on me told me very sternly that I had not followed "the rules" and that I was supposed to have everything all sealed up and since I had not she was charging a DOLLAR today to tape bags. Now mind you, Amazon offers the option to just hand the UPS store the merchandise with no bag, no labels, and there would have been no charge for the UPS store to use a new bag and tape the bag and print labels. But this young woman wanted her DOLLAR so I took one from my wallet and handed it to her. read more

Great service with helpful employees. Aiden helps me and was a nice young man. I appreciate good customer service.

I needed to get some important papers notarized and fax'ed right away. I thought that I was going to have trouble getting this completed at one place. The staff at this UPS Store was more than helpful and they were able to accommodate all my needs in no time. They were fast, efficient, and friendly. I highly recommend the services at this UPS Store. read more

Please update the change in hours open due to Covid 19. Here on yelp and on the door at the business old hours are posted. Not 8-6 but now 9-5:30. There is a sign higher up on the door showing covid 19 modifications but it would be helpful if the larger normal hours posted sign at least be covered so not deceiving. read more

This UPS store is a very integral part of the local community. I love going there because the staff is so helpful, welcoming and knowledgeable. Given the circumstances of the pandemic, the huge volume of Amazon returns that people have and the impatience of people in general, the UPS store at Calistoga Road, always rises to the occasion with their smiles, and their willingness to help with their services such as opening up a new post office box, sending an international package or your need to do some printing. I recommend the UPS store on Calistoga Road anytime! read more

I recently had a horrible experience with the UPS store at 122 Calistoga in Kenwood, Ca. A ceramic sculpture that I had created and sold was returned to the UPS store on Calistoga rd. The purchaser said that UPS had damaged the ceramic sculpture and demanded payment for the price of the piece. The store called me and asked to see the $150 receipt. I went to the store with the receipt and they made a copy of it. I also asked to see the sculpture which was sitting on the desk of the manager and had minimal damages. I asked if I could reclaim the piece and fix any damages. The manager said that she would like to take it home, but had no room to put it, and that UPS could not return it to me until they had competed the claim process. She assured me that they would call me and that I could have the piece, as soon as the claim process was completed. I waited 6 weeks and received no call. I called the store and spoke with Rachael, the original clerk who had called me requesting the receipt. Apparently, the manager was away, but that she had witnessed the manager's assurance that the sculpture would be returned to me, and that she would call me when she returned. I received no call, and after another month passed, I called a second time. Rachael was on vacation and I was referred to an acting manager, Susie. Susie immediately started denigrating me, accused me of pestering them with calls, and said that I would never get my sculpture back as it was now the property of UPS. She also said I should never call them again. What now? Who has my sculpture? Are UPS workers allowed to keep returned items in their own homes? Is that legal? I think not. Where is my sculpture? I am willing to pay the $150 that was paid to me for the now damaged piece. How can I get my piece back? read more

For what it is worth, UPS sucks. I sent a letter overnight for $46 from Santa Rosa to Arcata CA. There is no weather related problems. Without asking me, they made the decision to wait 5 days to deliver. That delivery date makes the whole thing worthless. I cannot believe that UPS would do this and NOT ADVISE ME. Best you use FexEx. There is no way to speak to a live person at UPS. read more

Ok kind of a weird vibe in this store. I came in to fax some medical records. As I was waiting in line I was sorting through the pages. The 2nd associate was ready so I allowed the lady behind me to go. Mind you- I'm in a neck brace just post op so when she was done with the customer instead of having me come to the counter (I was basically finished sorting), she asked me to get out of line and go to a table to finish. No worries- let her know I was ready. When I ask her the cost to fax she told me that anything over 20 pages goes for $1.50/page. And she said that was sure that I had over that. I pulled out a few unnecessary pages and counted and was only at 15 pages including my cover sheet. This lady tells me that she's charging me $33 and change for a local fax! So between her inconsiderate and rushed attitude, plus somehow managing to double the cost of what it should have been, based on the price she told me just seconds earlier, I turned around and walked away letting her know that she was overcharging me and it's wayyy more than it should be. Have a better attitude and if you're going to overcharge atleast don't do it immediately after giving me the maximum cost per page after 20 pages (even at premium price of $1.50/page, faxing 15 pages should've cost no more than $22.50, not $33). Zero stars if I could bc who else has been overcharged before me? Easy tip- go online and get unlimited mobile faxes for a month for $10/mnth. Even if I'm scammed it won't be as shady as this UPS seemed to be today read more

Fast, clean, good customer service. Needed to fax a document, $2, done. Cute card collection. The boxes are a bit pricey and this seems to be true of all UPS stores. read more

You couldn't ask for a more perfect and efficient, professional and friendly partner for all your home office and personal needs...like the most extraordinary service always! It's like they even anticipate what you want before you knew you even wanted with their very helpful and friendly staff. read more

Did I ever think I would be yelping the UPS Store a big 5 stars - No, But you got to do what's right. I went in here last week to fax a whole bunch of papers and found the wonderful and beautiful ***MICHELLE*** at the desk!! It was a dreary rainy day and the car next to me parked so close to my car that I had to crawl across the passenger seat to get in, while that ticks me off - I go into the UPS store and this MICHELLE is like a bird singing on a sunny morning - just a fantastic attitude, helps me make my faxing much cheaper than what it was going to be by scanning and emailing. AND She's soooooooooo cheery and up - it just puts me in the best mood. All day I was in a great place because of this one person that chose to be helpful, good spirited, and obviously a great person. THANKS MICHELLE!! read more

I have been meaning to leave a positive review for a while. The girls who work here provide amazing service. I have returned things from amazon, had notary services, sent packages, and faxed things. I was especially impressed the last 2 times I have been there. During the holidays it can be a stressful time to go anywhere especially UPS stores or post offices. The girls here are fast, friendly, and efficient even with a giant line! They go out and weed out picking up packages and returns to speed up the process. They don't crack under the pressure and have positive attitudes even when I have seen customers be cranky. I would go to this UPS store even if it wasn't the closest. Give them a raise or maybe a tip jar! I really appreciate them!! read more

i want to thank Carson for faxing important papers to Medicare for me and to the young lady that runs the ups office on calistoga Road, Santa Rosa, CA for faxing importnt papers to the treasury Department for me. These two individuals are very patient, understanding and knowlegable in helping me. i appreciate their help. ROBIN SCHUDEL MOTHER OF BRIAN SCHUDEL, UPS DRIVER 6451 STONE BRIDGE ROAD SANTA ROSA, CA 95409 read more

The people at this store are amazing! Kaelee is stellar in customer service, she has an amazing upbeat attitude even when the lines get crazy and the best part, she can multi-task a storm, she works fast, efficiently, offers great advice and is smiling the whole time. they do it all, packages, USPS, UPS, and so much more. The manager is always on top of everything so the lines move quickly. read more

I went to the ups store earlier today with my mom because she needed a fingerprint scan. A really nice lady told me I needed a document for them to do the scan so we left. I then come back because my moms lawyer asked her if she could speak to an employee so we could get a hint of what we actually needed. A super rude lady came and said "I'm not talking to anyone over the phone . What is it that you need " i then told her"we aren't sure what we need that's why we would like for you to talk to the lawyer Over the phone." I don't see the problem with someone not wanting to speak with someone over the phone, we DID NOT get the help we needed at all. I am not the type to be rude at all unless someone's speaking to me in a rude way. She told me not to give her attitude when she was the one who started off super RUDE. She asked why my Mother couldn't speak for herself and I then told her she doesn't speak English and I asked" do you speak Spanish so you could talk to her? " she then told me she couldn't help me with any service and kicked me out. I call that RACIST. I'm sure if we weren't Hispanic we would of been treated differently. She really kicked me out because I was TRANSLATING FOR MY MOTHER WHO DOES NOT SPEAK ENGLISH AND BECAUSE I was "giving attitude". Yes I was giving attitude because I WILL NOT let anyone talk to me the way this lady did! I would not recommend to come to this UPS IN CALISTOGA RD. I wish I could give it a ZERO star. I did not get the name of the lady, i wish I could've but I don't recommend anyone to come here. read more

Worst customer service I have received in a very long time. I was there for fingerprinting services. Employee did them wrong. The LiveScan agency contacted me and told me there was information missing that was supposed to be inputed by the store employee. The owner wanted to charge me $83 to do them again. I went to The Central Office in Santa Rosa instead. They charged me $10 less to do my prints. This UPS store rips you off, does a poor job and has horrible customer service. read more

I needed to call to UPS in The Safeway Shopping Center several times before visiting them. Consistently, they were very helpful I was greeted politely as soon as entering UPS. Samantha had a big smile on her face and was warm and sweet. She was very helpful to me in signing a number of copies of papers that needed to be notarized. The entire visit to the store she remained genuinely personable and helpful. I just wish all young people could be so kind, I just loved visiting with her. While she was faxing the papers I needed done to Tuolumne County I looked through the delightful animal greeting cards they had. A nice selection. She returned without having to wait more than a couple of minutes. Thank you Samantha for the nice visit and a job well done!! :-) read more

Staff at this UPS store has always been top notch, courteous and professional - kudos to whomever does the customer service training. Always a pleasure to drop off and ship here read more

I have used this UPS store quite often. They do go through employees, so I seldom see the same people. Today I just wanted a quote to send a small appliance back to the manufacturer. I brought in a picture of the original box that I would use. It had the size and weight on the box, and so it was on the picture. I waited in line and a young guy started helping me. I showed him the picture so he could get the size & weight. Once he had that info, a very pushy lady (supervisor?) told him to help someone else. It went down hill from there. She again asked for the zip code which I gave her, then asked about the size. I had already given the young man the info, so I again showed her the picture. She went off about not wanting a picture. I explained this is the box I will send it in, all the info was on the picture of the box. That was not good enough for her. She shut down the transaction. I have not had a ruder person in a long time. Will not go back. read more