The UPS Store
📦 Shipping & Delivery · Manchester
total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Store refused package pickup despite customer providing identification.
Business reply on Google
This is concerning to hear, William M. We are forwarding this to the appropriate team right away and will look into this further. Please reach out to us at CustomerRelations@UPSStore.com so we can follow up with you.
Lack of automated billing and insecure payment processing methods.
Business reply on Google
Hello Nicholas Sendelbach, we are sorry to hear about your negative experience. We strive to provide the best possible service to our customers and are deeply sorry that we fell short of that goal in your case. We take all customer feedback seriously and will be taking steps to address the issue and ensure that all of our staff are providing the level of service and respect that our customers deserve.
Delivery driver fails to attempt delivery or contact customer at home.
Business reply on Google
Sarah, The UPS Store is a different company than UPS (the Brown Delivery Truck drivers). We are a stand alone, privately owned shipping retail store. We have no control over deliveries because we are a separate company completely. Please contact UPS directly at 1-800-742-5877 for concerns with deliveries. This is not the appropriate site or even correct company to be leaving the review on. Thanks.
Manager falsely accused customer of fraud and terminated account over billing.
Business reply on Google
Jessica, As stated in previous email correspondence, your mailbox was terminated for non payment. I will no longer entertain your fraudulent and defamatory claims and will not tolerate your treatment and behavior towards my staff. Even though you were "so unhappy and dissatisfied with our service" you renewed your mailbox 2 months ago. Since that time, you have accused my staff of stealing or holding your mail with no proof or evidence. (categorically false claims) Specifically in regards to a first class letter (stamp and envelope) that you never received. As I expressed to you previously, since there was no tracking number, there is zero evidence that the sender actually put the letter in the mail, that it made its way successfully through the USPS system, and that it was ever delivered to our store. We can only put in your mailbox what mail we receive daily from the Postman. No one on my staff was holding or stealing your mail. All mail received daily is distributed to our mailbox customers. Because you were unhappy with this response, you filed a claim with your credit card company stating that the charge you freely made to our store 2 months ago was fraudulent and the card com
lost high-value shipments and rude staff charging for label printing
Business reply on Google
We're sorry to hear about this, Ian Buchanan. You should always feel confident and secure shipping with The UPS Store. The encounter you described does not represent the values of our brand. We will escalate your review to the appropriate team to open an investigation and address it with the team. Please reach out to us at CustomerRelations@UPSStore.com so we can follow up with you. Thank for bringing this to our attention.
The store charges excessive prices for moving boxes compared to competitors.
Business reply on Google
We are genuinely sorry Kathy Rivera 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. We appreciate your feedback and would be happy to explore alternative options that better suit your needs. 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.
Customer unable to reach a representative through the automated phone system
Business reply on Google
Hi Jennifer Vallier, we would like to learn more about your phone call and what we can do to help. Don't hesitate to contact us at store4511@theupsstore.com and provide us with the information to follow up. Your feedback will help us improve your future experiences. We hope you can give us another chance to win back your trust.
Employee provided incorrect information and displayed unprofessional behavior.
Business reply on Google
Hi Craig Hogan, thank you for your review and for bringing this matter to our attention. We apologize for any rude treatment you experienced while visiting our business and for any negative impact it may have had on your overall experience. We hope you will give us another chance to provide you with the high-quality service we are committed to delivering. If you have any further questions or concerns, please do not hesitate to contact us at store4511@theupsstore.com. Thank you for your business.
Staff provided incorrect location information and phone support was unhelpful.
Business reply on Google
Hi Chloe French, we apologize for the inconvenience you experienced. To help us better understand and improve, could you please share more details about your visit? You can reach us at (603) 666-0000 or store4511@theupsstore.com.
Staff member was unhelpful and allowed a child to handle packages.
Business reply on Google
Hi Rob Nelson, thank you for your review and for bringing this matter to our attention. We apologize for any rude treatment you experienced while visiting our business and for any negative impact it may have had on your overall experience. We hope you will give us another chance to provide you with the high-quality service we are committed to delivering. If you have any further questions or concerns, please do not hesitate to contact us at store4511@theupsstore.com. Thank you for your business.
Staff were rude and intrusive regarding the customer's shipping contents.
Business reply on Google
Hi David, I am sorry that you viewed your experience at the UPS Store as negative because we as a store pride ourselves in customer service. When you arrived at the store you inquired about flat rate boxes. That is not a service the UPS Store offers. That is solely a USPS (post office) function and we politely informed you of that. Trust me you are not the only one who has inquired about that before. Our associate then asked you what size dimensions of a box you needed (length X width X height) because we have over a 6 page list of boxes we have in stock. You were unable to provide a size so then the associate asked what you were shipping out so that we could get a better idea of what size box you needed to better assist you. Your response was clothes and in turn the associate asked the amount of clothing to determine how big of a box was needed. For example, if you were shipping out just an outfit (pants and shirt) to someone a "shirt box" would be recommended, whereas if it was 5-10 outfits a cube or J box would better serve your needs. You were reluctant to go into more detail about the items so we were still unable to determine the size box you needed. Finally, we suggested to
Mailbox service failed to return packages and consistently lost incoming mail.
Business reply on Google
This is concerning to hear, Lisa Tremblay. We are forwarding this to the appropriate team right away and will look into this further. Please reach out to us at CustomerRelations@UPSStore.com so we can follow up with you. We value your longtime business with us and hope we can win back your trust.
excessive wait times and slow service at the store location
Business reply on Google
Stephan, didn't you ever hear that if you have nothing nice to say don't say anything? Clearly you don't know the workings of this store and you are coming in during the busiest shipping weeks of the year. We are sorry you can't have patience and understanding for a staff that works extremely hard to service everyone. Thank you again for proving our point with your responses with the continued negativity. Your personality shines through. Feel free to visit one of our other locations if they provide you more services at a speed that meets your needs.
Driver left expensive package unattended in an insecure public location
Business reply on Google
Dylan, I am very sorry this happened, and I recommend reaching out directly to UPS to have this issue corrected or to file a complaint. However, the review you have posted is not in reference to service from The UPS Store. We are a separate entity and I believe you were trying to review UPS delivery service and not our store since we do not deliver packages.
package tracking not updated and staff provided rude customer service
Business reply on Google
Mr. Avery, thank you for taking the time to provide your feedback. Please allow me to clarify the statements that you have provided in your review. First, you are correct, the issue was with Amazon and the process that Amazon has us follow as a drop off location. When you called and spoke with our associate (you received immediate assistance), the process was explained in detail and that you would not see any movement using the reference number you had provided. However, that you as the Amazon account holder and customer would need to reach out to Amazon advising that the item was dropped off, that you had proof the receipt and inquire about your return. However, this answer that the associate provided was not sufficient or created concerns in which you asked to speak with a manager. As such, the manager was busy assisting customers, and you were placed on hold. When the manager attempted to pick up line, you were not there. The manager returned your call immediately following to discuss the issue. Unfortunately, on the call with the manager you were again not satisfied with the response that you would indeed need to contact Amazon as you were originally advised. The manager attemp
Customer experienced rude and dismissive service from staff.
Business reply on Google
Jennifer, I am sorry that you felt that our associate was not cordial and polite. It was extremely busy that day but that is no excuse for our staff not to treat each customer with a pleasant greeting and smile. The associate in question will be spoken with and addressed with how we expect our staff to treat all our customers. As for the mask, our associates do wear their masks and it is up to our customers discretion to wear a mask. So, please do not think it has anything to do with the mask mandate. We ourselves understand the level of severity of the outbreak and work diligently to provide a safe environment for employees and customers.
Staff provided poor assistance and displayed an unprofessional attitude.
Business reply on Google
We are sorry to hear that you did not have a positive experience at our location. Despite our attempts to satisfy all of our customers needs. In that rare instance we have a customer that does not want to pay for the services rendered such as printing a label or work with our staff to come to a resolution. Feel free to reach out to the store manager if you would like to discuss your experience in greater detail.
Employee exhibited rude behavior and alleged racial harassment toward customer.
Business reply on Google
It is my understanding, after speaking with the staff that overheard your interaction, that you indeed came into our store with two packages on the day you indicated. Both packages were to be returned to Amazon, but you only had one label that was provided by Amazon for the two packages. As the employee explained, the issue was in the Amazon processing of your return and that you would need to reach out to Amazon to have the issue corrected. We cannot ship multiple shipments with the same label. Our employee attempted to explain the process you would need to follow in order to get this rectified and your need to reach out to Amazon to have this issue corrected. This is not a UPS issue but rather an Amazon issue. The employee was professional and provided you with correct information. Later, that day you called the store to speak with the manager. Unfortunately, after reviewing the call and interaction it was clear that you were not happy with having to contact Amazon to have this issue corrected and frustrated with the Amazon processes. Our employees, did what they could to accommodate your request by offering to take one of the packages and provide the information to contact Amazo
Staff refused to accept packages as a designated access point.
Business reply on Google
Hi George, thank you for your review. I am very sorry to hear that you did not receive the quality service that should have been provided at our location. Please note, that your visit was prior to the new ownership and management which began in December 2019. We hope that you will give our location another chance and meet the new staff and team. If you have any questions or concerns, please do not hesitate to reach out to me directly. Cheryl D. Store Manager
The owner was rude and interrupted the customer during their visit.
Business reply on Google
The store is under new ownership. Hopefully we can earn your trust.