The UPS Store

Reviews

• RS

  Rolling With The Santi's

  3 days ago
  1.0
  I rarely leave reviews, but my experience at this UPS Store in Lorton was one of the most frustrating customer service experiences I have had in years. I was traveling through the area and needed to pick up a medication package. I had previously picked up a package at this same location without any issues. This time, however, despite presenting both my retired military ID and my driver's license, I was told the package could not be released to me. After speaking with UPS representatives, I was informed that the decision to release the package was ultimately at the store owner's discretion. Rather than work toward a reasonable solution, I was told the only option was to open a mailbox. I ended up paying approximately $130 just to receive a package that was already addressed to me and for which I had provided valid government-issued identification. What makes this experience particularly disappointing is the inconsistency. If this was truly the policy, it should have been explained during my first visit when I successfully received a package with no problems at all. Instead, the rules seemed to change when it became an opportunity to sell a mailbox. I am a retired veteran and 100% disabled. While I never expect special treatment because of my service, I do expect to be treated fairly and consistently. Unfortunately, that did not happen here. During my visit, I also witnessed the owner openly criticize and demean a new employee in front of customers. Watching management speak to their own staff that way was uncomfortable and unprofessional. Respect starts at the top, and what I observed did not reflect the kind of leadership that inspires confidence in either employees or customers. This review is not about the money. It is about customer service, consistency, professionalism, and doing the right thing. I left feeling that revenue was valued more than helping a customer resolve a simple issue. I will not return to this location, and I cannot recommend it to others based on my experience. Do business here at your own risk. My experience was that policies were applied inconsistently, solutions were driven by additional fees, and customer service was an afterthought.
• CG

  Carrie G

  Sep 30, 2026
  2.0
  I stopped by this UPS Store to return some Amazon items. One item was already in its own box, and I didn’t realize it needed an additional exterior box for the “box and label” return. The cashier printed the label before checking, then told me it needed another box. The cashier was young, kind, and apologetic. Unfortunately, the manager, Kiran, was the opposite—unwilling to help, unwilling to reverse the label that his own employee printed prematurely, and unwilling to offer any reasonable solution other than having me pay for a bag/box. His tone was sarcastic and dismissive, which made the situation feel unnecessarily frustrating. Mistakes happen, but good customer service means helping fix them. That wasn’t the case here.
• DL

  D L

  Sep 28, 2026
  1.0
  On the morning of September 10, I brought in a large volume of important legal documents for copying after being quoted a discounted rate by the manager. The manager did not honor the quote and treated me rudely, making it clear that having an employee assist me was an inconvenience despite the job costing over $400. The staff member who helped me was polite, but clearly not trained on the equipment, resulting in multiple blank pages, repeated test runs, and documents returned out of order — all unacceptable for legal filings. The manager did not step in to assist, did not supervise the work, and dismissed my concerns entirely. This location demonstrated poor professionalism, inadequate training, and unreliable handling of critical legal materials. I will not return.
• AA

  Aundrea M Armour

  Sep 27, 2026
  5.0
  Lorton UPS Store has been our business address for almost 20 years. We have several mailboxes. The owner, manager, and all staff are all very helpful and customer focused.
• CF

  Caroline Ferris

  Aug 31, 2026
  5.0
  I have used this UPS store several times in the past year. Twice for special packing and/or sending needs. The manager, Sunny, has been so professional - going above and beyond each time. Everyone there has been consistently helpful. I highly recommend this store.

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