The UPS Store

Reviews 3

JE

Jennifer Waggoner

I am an independent retailer and went to this UPS location to utilize their Printing Services. I brought in a professionally designed image for both my business cards and thank you cards. I do a lot of business and so I ordered 500 of each, still knowing in a couple months I would need to return for more. A young lady, Jenna (which i remember because we have the same name), assisted me at the counter when placing my order and we discussed that both the thank you cards and business cards would be printed on cardstock (I didnt ask for anything extravagant here, and made sure she understood I was perfectly ok with standard materials). My cards are in color on both sides. She walked me back to the computer behind the desk to retrieve the correct files off my flash drive. I specifically had her download the full bleed images as I wanted the FULL side of my cards printed. As in....NO BORDER. She understood. Price of this order was never discussed, but I have bought business cards before so I had an idea of price in mind, especially considering they were just plain cardstock. At this point she informed me that she could print the business cards that day (Wednesday) but that my thank you cards had to be printed by a store manager who would not return until Saturday. I told her I absolutely needed these cards by Saturday. She said this would not be an issue. She had also taken down my email to send me image proofs of my cards prior to printing (WHICH I NEVER RECEIVED). Thursday I returned to pick up my business cards. The clarity of the printing was nice, cardstock was standard, but there was a white border (about 2mm) around the card that I had specifically asked NOT be there when I asked for full bleed. She politely apologized and the owner (a woman) suggested either a reprint or to discount my order. Knowing Id very quickly need new business cards, I agreed to a discount and told her there was no issue, I would return for more business cards soon enough and theyd have a chance to right the wrong. That day I also purchased 23 9"x11" sheets of cardstock printed in color. I paid 76$ for those sheets and the 10% discounted 500ct business cards. I awaited a phone call Saturday letting me know my Thank You cards were done but it never came and I was very preoccupied with a sale that day. Knowing they were closed Sundays, I waited till Monday to call about my order. I called in the morning and they told me my order was complete. Showed up to pick up my order at about 11:40am. approximately 6 people in line ahead of me. I waited about 10-15 minutes to get to the counter. Once I got up to the counter the sales associate retrieved my order just behind her and showed me a proof card. There was about a 1/2" white border around the entire card. (again when I placed the order I specifically asked for full bleed). I complained about this issue. She rang up the 500 cards......$160! I told her she MUST have input something wrong because that number was OUTRAGEOUS. She went to get the owner, a man, who printed my business cards and he tells me that his prices are competitive for the area and that it would cost more to print the full card without a border. Utterly shocked and upset that after waiting all this time to have my cards printed, I told the man that I could have easily had these printed for less than HALF on the internet. I had gone to UPS because I needed them quickly. He did offer to reprint the cards at the higher price, but never offered to discount the misprinted cards he had. So i refused the order. They looked TERRIBLE. There was no way I was going to send these poorly done cards to my clients. So, in conclusion.....The customer service here is sub-par. The printing services are INSANELY OVERPRICED and poorly done. I will never be returning. Just take your business to vistaprint. I literally paid 80 dollars for upgraded cardstock, gloss, full bleed cards and they even sent me a proof of each instantly. -A Disappointed Business Woman

SC

Scott Korn

There are two issues unique to this particular UPS Store: #1 Failure to adhere to UPS Policies: The store owners have a tendency to impose additional policies on shippers which are invasive. For example, when attempting to return a box to Amazon with a pre-printed shipping label, shippers are forced to fill out a form. The form asks for all the shipping addresses and phone numbers as well as the package contents and value. Most of that information is already contained on the pre-printed label. As you can imagine, this form complete negates the concept of a "drop-off". However, if you dont know the contents of the box (i.e. if you are dropping off a return for your wife) they will not accept it unless they know what the contents and value are. I have been sent home on more than one occasion for lack of this information. Similarly, if you are overnighting legal documents, they will persist in asking about the specific type of documents and their value. This is clearly none of their business. #2 Poor Customer Service: All the staff members - from the owners down - are quite rude. For example, if you were to point out that no other UPS store requires an additional form for a pre-printed drop-off, the owners immediately become combative. They will claim that the form is "UPS policy" and they "cannot control what other stores dont do". This is a flat-out lie. UPS has confirmed that it is not their policy. In addition, while filling out my form, Ive observed repeated horrific lapses in customer service, including but not limited to: impatience with older or slower customers, condescension toward less informed customers, evasiveness, belligerence and of course refusal of service. Its as though the owners and staff see the customer as an inconvenience. After several years of encounters of this type, I no longer use this store at all. Instead, I use the numerous drop-boxes in the area. If a shipment is too large for that, Ill schedule a home pick-up - still faster than their silly form. Under no circumstances will I validate, condone or support the behavior of this stores owners and staff. That said, and despite my experiences here, Im still a huge fan of UPS. My council to corporate is to investigate this franchisee for adherence to UPS standards in both policy and professionalism.

DA

Darren Manspile

I was lied to by the store owner (Mary) of this location while trying to ship a next day air package. She claimed UPS would not ship a laptop with a battery next day air because of FAA regulations. She also claimed she couldnt provide me with damage insurance because she didnt pack my shipment at her store. I contacted UPS Customer Service and they confirmed both of these issues to be 100% false. I contacted Mary to discuss these issues. During our conversation, she was rude and combative. In fact, I had to ask several times for her to let me speak. I am appalled that a business owner would treat a customer this way. Her policies are not inline with UPS policies. In my opinion, she creates policies (which she is allowed to do as a store owner) simply to fleece her customers. Thats her prerogative, but I feel potential customers should be aware of this. At least she had the decency to refund my transaction. I took my package to the Hagerstown UPS terminal and shipped it with its battery, with insurance, and without issue, in my packaging for $40 cheaper.

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