The UPS Store

Reviews

• PM

  Past Momo

  Jul 2, 2026
  1.0
  I had an extremely disappointing experience at this UPS Store. Gig Harbor I went there because my passport application had been rejected by the U.S. Passport Agency due to the passport photo being taken incorrectly. The notice specifically stated that my face was too small within the frame. Since this store took the original passport photo, I returned expecting they would acknowledge the mistake and help resolve the issue. Instead, the employee immediately became defensive. She told me they "only take the photos" and that they have nothing to do with the Passport Agency. While I understand they don't process passport applications, they are responsible for taking passport photos that meet the required specifications. At no point did anyone apologize or acknowledge that the photo had been taken incorrectly. A simple, "I'm so sorry this happened. Let's get you a new photo right away," would have completely changed the experience. Instead, the employee was dismissive throughout the interaction. When I asked whether there was anything they could do to help expedite my passport after their mistake, I was told it would cost $167 to overnight the application. She then said she "wouldn't charge" me for the replacement photo, as though that was a generous gesture, even though the original photo was unusable because it did not meet passport requirements. In the end, I simply asked them to mail my application using the prepaid envelope I had already provided. What upset me most was not the mistake itself—mistakes happen. It was the complete lack of accountability, empathy, and customer service. A sincere apology and acknowledgment that the photo had been taken incorrectly would have gone a long way. Instead, I left feeling frustrated and dismissed. I hope the store will train its employees that when a mistake occurs, showing empathy and taking ownership of the customer's experience is just as important as fixing the problem.
• BB

  Bj

  Jun 18, 2026
  5.0
  I needed to get some paperwork witnessed and notarized. Although I was unfamiliar with the process, the gal who served me was very helpful in explaining it all and reassuring me. They were all kind and efficient.
• EH

  Eric Hamilton

  Feb 16, 2026
  5.0
  Everything I bring to them, whether pickups or drop offs, is managed efficiently and with amiable spirit.
• KW

  KarenAnne White

  Feb 4, 2026
  5.0
  Sandy was very helpful and efficient.
• LW

  Lisa Wyninger

  Apr 2, 2019
  5.0
  One stop shopping. In one trip I sent a fax, made copies and made an Amazon return!

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