The UPS Store

Reviews

• DA

  D.A. A.

  Jun 7, 2026
  5.0
  The employees and manager or owner spent over 2 hours helping me ensure that TXHHSC received all 11 pages of VIP documents being faxed for my disabled son's pending medicaid case. He was on a waiver list waiting 18 yrs for his name to reach the top and since, it has been a very difficult 2 yr struggle ensuring requested documents reached state Medicaid offices so I also used The UPS Store on multiple occasions to fax as well as mail his paperwork. I am grateful for their patience and assistance.
• SM

  Stephanie mob

  Jun 4, 2026
  1.0
  I had a very disappointing experience at this UPS Store location. I came in to return two TikTok Shop purchases. Both return instructions clearly stated that no box and no label were required. The first return was processed without any issues. However, when I attempted to return the second item, an employee, Virginia, told me I needed to provide a box. I politely showed her the return instructions stating that neither a box nor a label was required. Rather than argue, I stepped aside so other customers could be helped and contacted TikTok customer support through their live chat. TikTok confirmed multiple times in writing that I was not required to provide packaging or a shipping label. While waiting, I noticed another customer discarding an Amazon shipping bag. I asked if I could have it, and she kindly gave it to me. I then returned to the end of the line and waited my turn again. When I got back to the counter, I showed Virginia the written confirmation from TikTok and explained that I now had a bag, so I would not need to purchase one. She continued to insist that I pay $2 for tape. At that point, she called for the owner, Joe. Joe explained that the store does not get paid unless returns are processed according to their requirements. I explained that I was simply following the instructions provided by TikTok, which specifically stated that no packaging or label was required. I had even gone out of my way to obtain a bag to help resolve the situation. Despite this, I was still told I needed to pay for tape. What made the situation especially frustrating was the lack of willingness to work toward a reasonable solution. As a business owner, I understand that policies exist. However, customer service and common sense matter too. Given that this appeared to be a disconnect between TikTok's instructions and UPS's requirements, I would have expected a little flexibility and understanding. I am a frequent flyer at this location for my returns and shipping, but this was the first time I found myself on the receiving end of a problem rather than a routine transaction. I ultimately decided to take my business elsewhere. Before leaving, I asked for the shipping label that had already been printed, but I was told no. Unfortunately, this created an even bigger issue. According to TikTok, their system now shows the item as having been shipped, which means they will not issue another return label for up to 15 business days. I am now stuck waiting because of a return that was never actually completed. When I got home, I told my daughter what had happened. She later went back to the store and worked with Nick, who was able to print the label and accept the package without any issues and a box or label was not needed. That experience made the situation even more confusing, as it demonstrated that the return could have been completed successfully all along. What is most frustrating is that this entire situation could have been resolved with a simple conversation and a small amount of courtesy. Instead, the focus seemed to be on enforcing a $2 tape charge rather than helping a customer who was following the return instructions provided by the retailer. I also called the store and spoke with Joe directly and he said it was a new thing that came out 4 months ago and he was unaware of it. Nick seemed to be the only one who recalled it. His apologies were filled more with why's and business issues then my customer experience. Kindness and customer service go a long way. Unfortunately, neither was demonstrated during this experience, and it left me feeling that my business was not valued.
• KG

  Kemmon Gull

  Jun 3, 2026
  1.0
  Worst customer service experience of my life. Brought in an amazon return, short, dark haired lady behind counter was YELLING at me and another customer who were both obviously browsing merchandise before going to counter. "SIR! SIR!" We are shopping! And when I got to the counter, worst attitude. She acted like I was interrupting her day with my package and then (rudely) says "the box has to be taped up!", which is obvious. Instead of just taping it for me (the usual), she angrily tells me she can charge me $2 to tape it or I have to buy a roll of tape. She was going to charge me $2 for a single piece of tape. Her response to me not wanting to pay it was an eye roll and a huff. So I went to the UPS store at Guilbeau, just down the road. Happy cheery, welcoming people welcomed me in, happily "Let me tape that up for you." and I was out in 60 seconds with a friendly "Please come see us again!" Night and day between a location known for treating customer like dirt and one that actually knows how to run a customer driven business. There used to be another UPS store near here that treated customers the way this store does. There's a dentist office there now. Good riddance. Hey UPS at 1604, I hope they put something good where you are when you go out of business!
• VV

  Vanessa Mitat-Del valle

  May 11, 2026
  1.0
  They charged me $2 to use a sliver of tape. Total rip off. Every time I come here its always something. Last time they wanted me to tell them what was inside every package, which was like 15x of them. I had no choice but to come here today to send a package after 6:30 but if you can, just avoid it & go across the street to PostalAnnex. They go above & beyond, I've never had an issue there.
• DD

  Dictator

  May 7, 2026
  1.0
  Had an Amazon return. The Amazon site gave two choices - 1. Shipping: Free. 2. Shipping, Box, and Label: Free. Obviously, I chose number 2. Amazon stated all I had to do is drop at any UPS location. Brought it here and the woman tried to tell me I had to pay $2.90 for a box. I explained it was Amazon, the choices it gave me above, and showed the label I had printed. The woman would not budge and rudely went on like she knew and I was absolutely wrong. I left took it to the Boerne UPS. I went to the counter showed them the label and they said “we’ll take care of it” no box fee, nothing. I won’t be back to this location EVER! Be careful!!