The UPS Store

Reviews

• SS

  Spectacks

  4 days ago
  5.0
  I've been a box holder at this store for over 5 years. Here's a couple things I'd like to clarify for the people who are upset in the reviews: 1. The store has no control over the website hours or services, as the website is CORPORATE-MANAGED! I have asked the employees in the store many times what to do if I need to know the hours, and they said to call the store. IF NO ONE ANSWERS, THEY'RE CLOSED. 2. This store DOES NOT OFFER Notary or Passport services. Again, they do not have any operational control over their website. I've been directed by employees to notary services at other locations, such as the EA town hall or a local bank, and to passport services at the local post office. 3. After reading some of the reviews, and also being present for some of the situations mentioned, a lot of people who are upset usually are not using common sense or being polite to the staff. I have never had an issue with staff being rude to me, and I have always had excellent customer service. Of the staff members who I've seen be rude to customers or who genuinely don't want to be there, I've seen get fired within a week or reprimanded by their manager. 4. ONCE YOUR PACKAGE LEAVES THE STORE, THEY DO NOT HAVE CONTROL OVER IT! I've shipped many things at this location and I've had a few issues, but NEVER is it the center's fault. When you ship something here, they do the absolute best they can to make sure it arrives on time and not damaged. When I've had issues with my packages being shipped, it's been on UPS themselves, not the center. 5. THE STORE DOES NOT SET THEIR PRICES The shipping prices are DETERMINED BY UPS, not the center! They aren't charging your EXTRA, UPS is. Another common sense problem, If you need something shipped TOMORROW, it's more expensive! 6. And for those who may say that it's unacceptable for them not to offer services that the website says they do, there is a disclaimer at EVERY UPS store location that those services are ONLY offered at PARTICIPATING LOCATIONS. If you have a question, CALL THE STORE. In conclusion, IF YOU HAVE COMMON SENSE AND ARE POLITE, you will not EVER have an issue with this store. I HIGHLY Recommend them, and will continue to do business with them as long as I am able.
• RT

  Rick Turlington

  Mar 14, 2026
  1.0
  I have PO box here and after several experiences that have left much to be desired (attitudes and general customer service in particular) I looked at the reviews online here. I'm not shocked there are so many calling out the lack of basic customer service skills. What is shocking is the copy/paste replies to the reviews by ownership that all start with "this is concerning to hear." Hey, how about instead of writing that you permanently correct the problem? There's one male employee who either has Asperger's or just enjoys being curt and rude. Fire the dude either way - it's ruining your image, your business. There's also an unkept looking younger gal who is similar in demeanor. Other reviews here from months ago mention her. I still see her there in 2026! Same "I don't want to be here" attitude. I'm not renewing my PO box because for starters it's just not friendly to come in here. I've had UPS box at a location in California before. Way way way busier than here and always greeted with pleasantries and professionalism there. We used to give them occasional gift cards for coffee and such. This place has zero excuse to not correct this issue permanently - yesterday. I'm sorry for the two employees who have been consistently decent to us (once grabbed my package for me just seconds after having locked up for the night and unfortunately some unreasonable customer came up behind me, grabbed the door and thought they were going to process his shipment with the lights off, couldn't understand they were literally just handing me my box). To you two employees, if you're genuine I'm sorry you have to work with people that don't understand how to put on a constant friendly face, yes, even when it's stressful and busy. That's the job. That's service. Thank God we live in a capitalist society where we have options for our money. Now let the dollars speak. I know mine are.
• BM

  Brooke Muggia

  Feb 1, 2026
  1.0
  I have been trying to track down a passport that was overnighted Friday for a 9am delivery Saturday (fee was very expensive). Somehow, believe it or not, this office cannot track it to tell me where it is. We have an International flight tonight and they think it MIGHT be in a warehouse and one which they don’t have the trailer number to. Somehow the person didn’t put that down. I can’t get a manager or franchise owner to call me back. They don’t even know where the passport is at this moment. There is no weather in either location. I would not trust this UPS location with anything important or valuable and I certainly wouldn’t trust them to go the extra mile or even an extra inch. We are out of a trip including 4 flights and hotel. This is inexcusable.
• RN

  Robert Nicholson

  Jan 24, 2026
  4.0
  Overall, this place is great, however, they still advertise on their website that they are open on Sunday. They are not.
• BU

  Brooke Urmson

  Dec 26, 2025
  3.0
  The convience of the store in East Aurora is very nice. The only reason I’m giving a 6 is because the price of shipping. I recently shipped a small and light package that was $65 and the package was shipped back to me since the address was not correct but I wasn’t reimbursed which I feel is the only right thing to do.

Frequently Asked Questions About The UPS Store