The UPS Store — Attraction in Buckeye

While we have had no problems with this UPS location for dropping off our Amazon returns, and the employees have been kind over the years, we had an experience recently that has us completely frustrated.

We had a last minute, time-sensitive package to overnight to Colorado, and after a hurried look around our house for a box, we grabbed one out of the garage, taped it up, rushed it over on a Saturday, paid over $100 for the overnight shipping, and got home relieved that we got it done.

After a couple days of chaos (my husband’s mom had passed away a week beforehand), my husband went online to check the status of the box, and found out it not only didn’t arrive in Denver, but it was in KY!

He spent the next two days figuring out how to make time for MULTIPLE phone calls with the local store, with cooperate, and going online trying to determine what the reason was for it not arriving in CO, and if it was coming back to us or not.

Finally, we were told that there was a large symbol on the box that meant it couldn’t fly, and it could only be shipped by ground.

It then took a week, and MORE time making phone calls to determine if the box was actually being returned to us, or to the store (we were told both), but we finally got the box back at the store (thankful it was retuned at least).

When we asked for any sort of refund, we were told that because it’s the customer’s responsibility to know all symbols on any boxes we use from home, therefore UPS isn’t liable in any way.

In fact, the employee at the store told us we should have just used a UPS box, but he would file a claim for us with corporate, even though he was confident it would be denied. It was denied, and we did NOT get any sort of refund.

Here’s our frustration: had the UPS employee told my husband the night he shipped it, “We actually can’t overnight this box, because of this symbol; would you like to purchase one of our boxes?” he would have immediately agreed, and the whole thing would have been avoided.

We have never worked in shipping, and we have no knowledge of shipping symbols - we simply trusted that the experts would let us know about any important nuances when it comes to their own business.

Again, we get it: life lesson learned. We DID use our own box. We DIDN’T look up the symbol beforehand. We DIDN’T cover the box (which we normally do, but things were in such a rush that we just didn’t get to it this time).

We just trusted that we didn’t have to know all the ins and outs of a company’s particulars before utilizing their services. It just sucks that they were so adamant about it being our own fault, and that’s why they wouldn’t refund anything. We thought they would look out for their customer’s interests, but, sadly, this experience has...

So this is an observation of the type of staff this location employs.

While waiting for my husband, (getting his haircut at the barbershop next door) I had the opportunity to watch customer after customer visit this location in Buckeye off the I-10. At the time there were 3 on duty in the store, 2 males and a female on a Monday morning. On the occasions that I am speaking about, the employees were NOT all assisting other customers. So they were available to help.

That said, there was an older gentleman, owns a dairy farm here in Buckeye who hand carried his items to the store because “the UPS truck forgot his pickup, so he came up to drop it off”. This senior aged gentleman; unloaded, hand trucked ( in a hand truck with a flat tire) opened the door and unloaded his containers by himself.

These blue plastic containers were big enough to only hold 2-3 on a hand truck and looked really, really heavy. One of the guys came out saying, “they told me to come out and help but I have a bad back! Oh! What ! Slip disk, slip disk!!” Hey loudly stated jokingly. The older gentleman didn’t seem entertained. The employee just talked to him and held the door open once for him while he had at least 8 - 9 loads total. Seems like if you aren't able to carry a few boxes to help a customer when UPS your employer- missed their pick up, you are collectively an unacceptable piece of work.

Secondly, another older gentleman went in to pick up his delivery. It looked to be a TV or something. He wasn’t helped out or offered the hand truck, he carried it out! Huffing and puffing into the parking lot to lift it high enough to clear his truck bed , arms splayed wide, holding and lifting on his own. Still, the “men” in the store not actively helping any other customers.

So before anyone asks why I didn’t get out, because I am a 40something year old woman with a recent hip injury. The employees here epitomized the change from “What can brown do for you?” To “We🖤 logistics.” Neglecting customer service and embarrassing UPS standards of caring for their patrons.

Do better...

This is from my visit on 2-9-23. I took my daughter’s birthday gift, to be sent, also an Amazon return. When I entered the store, there was a nicely dressed man, by the door. He could have been the independent owner, or senior manager. He was standing beside a woman, dressed in black. He told me, it will be a couple minutes. So, I patiently wait. A register opens, and I was greeted by a pleasant young woman. She quickly took care of the Amazon return, as I looked for a box, to put the gifts in. I found a decorative box that was perfect. As she tried to take my address and name, the man and woman by the door, came over and stood right at my side. They were pointing to shelves, while loudly talking. They were talking so loud (over me), I had to repeat my information three times. The woman waiting on me, was getting frustrated. I asked them, please keep it down. When I started giving the woman my daughter’s name and address, an employee on her other side; starts almost yelling, to a woman at his register (again, talking over me). I had to repeat my daughter’s information; several times. I too, asked him to please keep it down. The young woman, again frustrated. Not at me, at her coworkers. I told her “It’s sad, that grown men and women, have to act like that”. An employee behind her, heard me, and starts fake coughing. I could tell it was fake, by the scornful glances, she gave me. The young woman that waited on me was very courteous, and helpful. She even help me pack my daughters package. The other employees; were everything but. Over the last three years; I have witnessed many businesses in Buckeye, AZ, exhibiting rude, sometimes hateful and childish behavior. They can learn a lot; by walking across the street, and observing, the way Cracker Barrel treats their customers. You can keep your apologies. They are empty, and...