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Business Profile

Mailing Services

The UPS Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mailing Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had an appointment for fingerprinting scheduled for Friday, March 21, 2025 at 1:00PM Eastern. I spoke with an associate at the store on Tuesday, March 18, 2025 at 1:39PM Eastern. Keep in mind that I had to call 3 times and leave a voicemail before hearing from anyone, I didn't think anything of it at the time, but looking back, that should have been a warning sign. On the phone I mentioned I had a meeting to be at by 3:00PM Eastern, so I'd like to come earlier if possible. The associate on the phone told me I could come ANYTIME and all they need is an appointment for the QR code. On Friday, March 21, 2025, I arrived at about 12:20PM Eastern, this was a 2h+ drive for me. When I came in, I spoke to ******, who I believe I also spoke on the phone with, and he was quite dismissive and rude. He told me the fingerprint technician, *********, does not work on Fridays and to come back another day. When I told him its over a 2h+ drive for me, he just repeated the statement and offered no additional assistance. I then had to drive and additional 1h+ to get to another UPS Store that could assist me. Then I had a 3h+ return trip home, and naturally I missed my meeting.

    Business Response

    Date: 03/26/2025

    Hello,                 We're sorry for the inconvenience, but we (UPS Store) have no control over appointments schedules (that's up to ******** ********), we do have a technician who was not available that day (he was sick). The customer paid the fees to ******** ******** (online) and therefore ******** ******** will be able to reimburse the customer.   

  • Initial Complaint

    Date:08/07/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I came in to return an ****** return and the manager or owner was very rude . He kicked me out i asked a question regarding my return and he told me that it was between me and ****** . I felt like he was discriminating because of my skin color . This has never happened at this location with the other workers

    Business Response

    Date: 08/07/2024

    Good afternoon. The customer came in with 3 ****** returns, she did mention that "they all came in one box" we TRIED to explain that the 3 items will be shipped separately (per ****** requirement - not UPS decision) she just said " I don't understand what you're saying" and "there's other UPS stores around" AGAIN we politely TRIED to explain and she started screaming and walked away. We (for the record) do have all this on surveillance cameras, also another employee heard the whole interaction. We both were appalled. It was just a case of miscommunication. We do not discriminate against anyone ever (race, religion gender, ALL welcome.) 

    Customer Answer

    Date: 08/08/2024

    I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There was no WE . It was one man in the store who is ALWAYS there. I have visited this store for 3 years since moving to the area . I asked him to explain to me why he was only scanning one QR code for three items due to that being what Amazon provided even though they were packaged together . He continued to snatch my items from me and throw them to the side and he said “any questions that you have are between you and ******” and then he kicked me out .   Regards, ****** ***** 

  • Initial Complaint

    Date:07/25/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase from **** *** to have to delivered. I was not given the option by **** *** to deliver to my home. They deliver directly to a UPS access point for pick up. When I arrived at the access point to pick up my package at the UPS Store, they charged me five dollars to pick up my package. I do not feel that this is fair. However I understand that each UPS store is owned individually and has this option. I had already paid for shipping from **** *** and had to pay an additional five dollars from the UPS store. I do not feel they should be able to charge additional money from the consumer. It should come directly from **** ***.

    Business Response

    Date: 07/26/2024

    UPS stores don't make UPS rules. UPS Corporate does. As per UPS Corporate there's a modest pick up fee of $5.00 (no taxes applied). Since (per the recipient own words) the shipper refused to deliver the package at their residential address, it's an issue to be discussed with the shipper (**** ***). Kinds regards, UPS team

The UPS Store is NOT a BBB Accredited Business.

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