Disappointing and Frustrating Experience -- Please Read Before Renting a Box Here…read more
I rented a physical mailbox at this UPS Store for a three-month period. I was given a key and told I'd have 24-hour access to my box -- one of the main reasons I chose this location.
After only a couple of weeks, the store went under reconstruction, and my mailbox was suddenly no longer available. I received a call informing me that my box would now become virtual instead. During that call, I was told that, as an apology for the inconvenience, I would receive one month free.
However, after my initial three-month term ended, I began receiving multiple calls, texts, and emails stating that my box was due for renewal. When I called the store to clarify, I explained that my mailbox had been converted to virtual and that I had been promised an additional month at no charge. I was then told that the "free month" would only be applied if I renewed for another three-month term, which was not what I was originally told.
After several calls and growing frustration, I spoke to Jeanette, who was very understanding and assured me she would correct my account and apply the free month as promised. Despite this, I continued to receive renewal notices. When I called again, I was told not to worry about the notifications and that I could come in to renew after the extra month without any issues.
When I went into the store to renew, I was informed that I now had to pay a late fee because I hadn't renewed at the original three-month mark. I again explained everything, only to be told that the free month would now only apply if I renewed for 12 months -- yet another version of the agreement.
And it gets better -- at the time I decided to cancel, I still had mail in my box. The agent initially told me that I'd need to pay the late fee before I could receive my mail. It took another employee stepping in to clarify that this was not true, and only then was I given my mail. Still, imagine being told your mail would be held until you paid a disputed fee!
After all the back-and-forth, inconsistent information, and lack of accountability, I decided to cancel my box altogether. There was no effort from the staff to resolve the issue or keep my business.
**Buyer beware: get everything in writing -- especially any offers or verbal promises. This particular UPS Store seems to make up rules as they go or change policies depending on who you talk to.
There are many excellent UPS Stores in the area that provide clear communication, consistency, and genuine customer care. Unfortunately, this location is not one of them, and I won't be doing business here again.
