The UPS Store

Reviews

• AL

  Andy Liu

  2 days ago
  1.0
  Extremely Disrespectful Treatment, Threats to Call 911, and Serious Concerns About Discriminatory Service This was one of the most humiliating and unacceptable customer service experiences I have ever encountered, especially as a paying UPS Premium member. I drove nearly an hour through heavy traffic to this Pleasanton location to drop off a time-sensitive prepaid package before flying out the following day. I arrived several minutes BEFORE the posted closing time, with my shipping information and QR code ready. However, the young white male employee refused to assist me, claiming he had already closed the system. When I politely tried to explain the urgency, he became increasingly dismissive and confrontational, repeatedly insisting the store was closed and warning that remaining there would constitute trespassing. I eventually gave up on the shipment and asked only for a UPS Express envelope, which I could have picked up myself without requiring him to process anything. Instead of showing even basic courtesy, he escalated the situation by threatening to call 911. When my partner subsequently approached him politely with the same simple request for an envelope, the employee appeared to begin dialing 911. What disturbed me even more was the apparent unequal treatment that followed. At approximately 6:35 p.m., AFTER the posted closing time, I observed an older white female customer being allowed inside and receiving assistance with requests considerably more involved than my prepaid package drop-off. Why was I refused service before closing, threatened with police involvement, and denied even a required Express UPS envelope, while another white female customer was accommodated after closing? I cannot know the employee’s motivations, but this striking difference in treatment raises serious concerns about possible discrimination and inconsistent enforcement of store policies. I also noticed another recent review reporting that an employee attempted to close the store 15 minutes early, suggesting that management should investigate whether premature closing is a recurring issue. Customers deserve basic dignity, consistent treatment, and respect—regardless of whether they have a paid premium membership. No customer should be threatened with police involvement simply for seeking reasonable assistance with a legitimate shipping request. I urge UPS corporate and this location’s franchise management to formally investigate this incident, review the employee’s conduct and inconsistent treatment of customers, and take appropriate corrective action. I reserve the right to escalate this matter through appropriate corporate and consumer-protection channels. This experience has seriously damaged my confidence in this location and the UPS brand.
• SK

  Srini Katreddi

  Oct 6, 2026
  5.0
  Lucas was exceptional. I went this morning, sharp at 8:30, and he was there on time, welcoming his first customer of the day. He helped with everything I needed and am a happy customer. Thank you Lucas and appreciate your service and best wishes to you.
• SE

  Sonja Eaton

  Oct 2, 2026
  5.0
  Great store! Had to get a few copies and they made it on the house. Guys working the front are friendly and helpful!
• JR

  J Isaac Reese

  Oct 2, 2026
  5.0
  Very functional and well organized UPS store. Lucas was awesome, he’s clearly running a tight ship, really understands the process. Highly recommend.
• KS

  Kiruthika Sivaraman

  Sep 19, 2026
  5.0
  Colin and Nick were absolutely fantastic! They helped me with my Amazon returns right around closing time and were incredibly friendly, patient, and helpful. I really appreciate them taking the time to make sure everything was taken care of, even so close to closing. Excellent customer service - thank you, Colin and Nick!

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