The UPS Store

Reviews

• FS

  Frances Silva

  Dec 30, 2024
  1.0
  Over the past three months, I have had very unpleasant experiences at the UPS store in Greenbrae. I have been a loyal customer at this location for years and never had any issues until recently. The once friendly and helpful staff seems to have been replaced by unmotivated and unprofessional individuals. On Saturday, December 28th, around 2:30 PM, I visited the UPS store to return some packages to Amazon. I had carefully separated the packages to avoid any errors, but the employee assisting me mixed them up. When I pointed out his mistake, he blamed me, claiming that I had confused him. Despite my repeated explanation that the first two packages had Amazon codes while the third required a printed label, he remained disorganized. I then asked if he was new to UPS and suggested that he double-check the codes to ensure no further mistakes. Instead of apologizing and correcting the issue, he grew impatient and continued to blame me. I defended myself, saying, "Your mistake is not my fault; you were not paying attention to my explanations." CONFLICT - At this point, another employee--tall, strong, brown-skinned, curly black hair --intervened. A physical description of him because I don't know his name. I am a brown-skinned and curly black hair too. This individual, who has consistently demonstrated a negative attitude during previous visits, accused me of "harassing" the first employee. His accusation was completely unwarranted, as l was merely trying to clarify the employee's mistake regarding the codes and labels. When I asked for assistance with sending the UPS email to print the Amazon label, this second employee responded rudely, repeatedly stating, "We do not work for Amazon," and insisted that I pay for the printing service (I paid $2.56). This isn't the first time he's told me he doesn't work for Amazon when l've asked for help. Such comments are unprofessional and inappropriate, especially since UPS is partnered with Amazon to handle these types of transactions. If assisting Amazon customers is viewed as a burden, perhaps UPS Corporation should reconsider its partnership with Amazon rather than allowing staff to project this dissatisfaction onto customers. MANAGEMENT - The situation left me feeling extremely stressed, so I requested to speak with the manager to help me send my packages correctly. To my surprise, the manager who also addressed my concerns was just as unprofessional and rude as the two employees. It seemed he had already taken the employees' side, treating me as if I were the problem. As a store manager, l expected him to approach the situation with fairness, professionalism, and respect, but that was clearly not the case. This embarrassing and frustrating experience has led me to decide never to return to the UPS Greenbrae. As an Amazon member, I will contact the company to report what happened. I will request that the UPS store in Greenbrae be removed from my list of preferred locations for returning packages, as the employees have stated that they do not work for Amazon and therefore provide service unwillingly. TRAINING - I strongly suggest that the staff at this location undergo retraining to improve their service quality. As UPS or Amazon customers, we deserve respect and competent assistance. Unfortunately, it seems UPS Corporation has allowed untrained and unprofessional individuals to represent their brand. If the store has internal cameras, I encourage them to review the footage of my visit. I arrived at the store politely, but the behavior of the staff caused unnecessary stress, and I simply defended myself against their unprofessionalism.
• MS

  Mary Anne Scarlett

  Oct 16, 2024
  5.0
  The store help is very accommodating, informed as to various rates and the service is excellent!
• BW

  Benjamin Wolffe

  Sep 7, 2022
  5.0
  Was here for a early morning notary and taken care of fast. Thank you for the service.
• DD

  Dylan Dixon

  Jun 13, 2022
  5.0
  Very well run establishment, Sarah was especially helpful fulfilling all my shipping needs. They've really turned that place around. Marin needs more stores like this!
• TC

  Tom Culo

  Jun 16, 2017
  2.0
  Nickel and dime artists: they found a way to charge me $2.50 for a prepaid shipment. Slow too ... but cuddly nonetheless.

Frequently Asked Questions About The UPS Store