The UPS Store
📦 Shipping & Delivery · Conway
total experiences
replied on google
Most reported issues
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Experiences
customer experienced discriminatory treatment and poor communication from staff
Business reply on Google
Hi, we appreciate you taking the time to share this. We take concerns about customer service and in-store communication seriously. Every customer should expect a professional and respectful experience, and we would like the opportunity to review the situation further with the store team. Please contact us at store6777@theupsstore.com with the details of your visit so we can look into the matter more closely.
Store was unexpectedly closed on New Year's Eve with poor signage.
Business reply on Google
Hi Burt Thank you for sharing your feedback. We understand how frustrating it can be to arrive expecting the store to be open and find limited notice posted. While New Year’s Eve is not a federal holiday, store hours can vary by location, as The UPS Store® locations are independently owned and operated and may adjust hours based on staffing or operational needs. We appreciate your comment regarding signage and visibility, as clear communication about hours is important to our customers. Your feedback will be reviewed internally. If you have any questions about store hours or need clarification in the future, please feel free to reach out to us at store6777@theupsstore.com
staff failed to locate package and provided inaccurate delivery information
Business reply on Google
Hi Thank you for taking the time to share your feedback. We appreciate you bringing this to our attention. We understand how important it is for customers to feel confident that their packages are handled and located efficiently, and your comments about the experience at pickup will be reviewed with our team. Just as a reminder, The UPS Store locations are independently owned and operated, and each store manages its own internal workflow. That said, we always want customers to feel assisted and informed when they come in with tracking details. If you’d like to provide any additional information or have us review a specific package issue, please feel free to reach out at store6777@theupsstore.com
Staff member was rude and refused to assist with manual processing.
Business reply on Google
Hello Tracey, We’re very sorry to hear about your experience on August 1st and sincerely apologize for any frustration caused. Providing respectful and helpful service is our top priority, and we regret that this was not reflected during your visit. Your feedback is important, and we will address this with our team to ensure better service going forward. If you’d like to discuss this further or give us another chance to assist you properly, please contact us at store6777@theupsstore.com.
After-hours mail access key fobs have been discontinued.
Fragile package destroyed during delivery with difficult claims process
Business reply on Google
Hello Shane Potter, you should always feel confident and secure shipping with The UPS Store. Please visit our claims support [https://www.ups.com/us/en/support/file-a-claim.page] page to report a lost or damaged package. After the claim process is initiated, you'll need to work with the sender to review and finalize the claim. If you're the sender, log in to the Claims Dashboard[https://www.ups.com/claims] to start, review, or update claim information. Please contact me directly at store6777@theupsstore.com with your name, claim number, and other pertinent details and your claim will be escalated further. Thank you.
Packages were delivered in a damaged and water-soaked condition.
Business reply on Google
Hello Kevin Mcnew, Your issue seems to be with UPS itself, the carrier. UPS can be reached at 800.742.1877 your delivery is important to us. Please visit our claims support [https://www.ups.com/us/en/support/file-a-claim.page] page to report a damaged package. After the claim process is initiated, you'll need to work with the sender to review and finalize the claim. If you're the sender, log in to the Claims Dashboard [https://www.ups.com/claims] to start, review, or update claim information. Let me know if I can offer any assistance. I can be reached at store6777@theupsstore.com. Thank you for your feedback.
The store charged an excessive fee for tape.
Rude staff member provided poor service and unexpected notary fees.
One staff member was rude to the customer.
Business reply on Google
Hi, Zach, I hate hearing we didn't serve a 5 star experience during your visit and want to know more details to help the team learn from this. Would you mind giving me a call or emailing me? If you're able to send me an email to owner6777@theupsstore.com, I would love to give you my cell number and ask for your help in improving the customer experience in my store. Thank you so much, Amanda ~ Owner
Customer charged for tape to seal a return package
Business reply on Google
We are genuinely sorry Hope Johnson for any frustration you experienced with our pricing. We understand it can be challenging when unexpected costs arise, and we empathize with your concerns. Please know that our pricing is based on the high-quality materials, expert labor, and overhead expenses necessary to deliver exceptional products and services to our customers. Please contact us at store6777@theupsstore.com so we can follow up with you. We aim to provide you with a top-notch experience that exceeds your expectations, and we hope to have the opportunity to demonstrate this to you in the future. As a locally owned and small business we try to our best!
Staff member was unhelpful and disrespectful to the customer.
Business reply on Google
Hello, We here at The UPS store try to work with each customer to offer the best experience for everyone. Unfortunately, this was a specific scenario we had to have the label sent to us to be printed off. We hope you will come back to our store again and we will continue to strive for excellent customer service. Thank you Jess Store Manager
Manager provided rude and unprofessional customer service
Business reply on Google
Oh my, Emily, I'm so sorry this was taken that way! We do often joke with our customers in our store and unfortunately, this one seemed to have fallen flat. While we try to do all we can to help our customers find the lowest cost option for their shipping and other services in our The UPS Store Center. With your particular shipment, we looked at making your package smaller to see if that helped the rates and the lowest that the shipping program came up was roughly $11, rates which are set by UPS to our Centers. Asking about the pricing is always encouraged! We even understand not being thrilled when the carriers increase their rates. I was trying my best at the time to lighten the mood with a joke which unfortunately was taken as rude and I apologize for that. Thank you for choosing our Center yesterday. We are here for you in the future and understand and respect your choice for a shipping location, whether it be with us or another location here in town.
Staff member was rude and harsh during the customer interaction.
Business reply on Google
Stevi, thank you for bringing your recent experience in our store to my attention. Would you please reach out to me personally via email at owner6777@theupsstore.com so I can give you my cell number? I would like to know more about your visit and address your concerns with the team member you interacted with. I've built my business based on relationships with our customers, being the one stop shopping experience where all feel welcomed and comfortable. We want to give the highest level of customer service to every customer, every time.
Employee lacked knowledge regarding Amazon return processes
Store refused to ship package containing plastic gun parts.
Business reply on Google
We understand this is frustrating though we are following the rules and regulations of our Franchise agreement which does not make our Center Un-American in the slightest. In fact, many of us are proud to have our concealed carry permits. Unfortunately, by law, the transportation of ammunition and firearms is limited. Carriers servicing Centers will not accept shipments of ammunition or firearms tendered to Centers for shipment, even if the shipping and receiving parties are licensed. TUPSS strictly prohibits Franchisees from packaging and/or shipping ammunition, firearms or parts of firearms. It is not a matter of whether your package contained items which required an FFL or not. It is a matter of what our Franchise agreement allows us to do here at the Center level. Packages of this nature must go directly to the carrier's hub and may not be processed here at our Center. We apologize for the inconvenience.
The notary public provided unprofessional and impatient service.
Business reply on Google
Hi, Maggie, I’m sorry you felt this way about our notary public service although I have looked through my notary journal and do not see your name listed. This must mean we were unable to perform your notarization. The Arkansas Notary Handbook gives very clear guidelines on what is considered a notarization and I’ve included the link to it for you here as well as a copy of the text from page 16 with specifics. We look forward to serving you with a document complete with a notarial statement available for notarization in the future. Or come in for business cards, yard signs, packing, shipping or mailbox needs! https://www.sos.arkansas.gov/uploads/bcs/NotaryHandbook.pdf Page 16 Incomplete Notarial Certificates It is imperative that a notary public do their job properly and this includes following the law. Not properly completing the notarial certificate can cause harm to the signer(s) of the document. The following instances would render a notarial certificate incomplete: 1. The information included within the notarial certificate is known or believed by the notary to be false 2. The notary places their signature or seal on a notarial certificate that is incomplete. 3. The official si
Staff provided false information regarding notary availability and wasted customer time.
Business reply on Google
Hi, Gabriel, I apologize for the miscommunication - we did have a notary on schedule until 6 although she had to run the deposit to the bank and the errand took much longer than expected at the bank. The notary could not make it back to the store before closing so I'm unsure where the confusion happened that the notary was back in store and on a phone call but could not see you ....this has never happened in my store and I have never refused to perform a notary or help a customer. The best way to ensure a notary will be available is to make an appointment using our website or to send an email requesting an appointment.
The store was understaffed during the holiday season.
Business reply on Google
Thanks so much for your review, Sheryl, and for your feedback. We appreciate the support we've received from the community which led to our much higher volume this past holiday season. Our store is growing faster than anticipated and we are definitely planning accordingly for 2020 Holidays to ensure all our customers receive World Class Customer Service.