The UPS Store — Attraction in Canton

Source of the worst customer experience I've EVER had - 5 MONTH ORDEAL. DO NOT GO HERE (UPS Store 5346)!

Summary version: I paid for the UPS Store to pack, ship, and insure a piece of fitness equipment ($530 in total). The item arrived broken and it's taken me 5 MONTHS to get reimbursed. In fact, I needed to escalate the issue to UPS Store HQ to finally get resolution, because the store was unresponsive and deceitful (e.g., forged my name on a packing agreement).

Additional detail: The UPS Store is a franchise model, but claims to have "packing experts" and that "if we pack it up, we back it up" - neither are true here. My shipment arrived broken at the destination. I immediately filed a claim with UPS, including pictures of the shabby packing and the broken item. Because UPS Stores are franchise models, it means that all information and, more importantly, money flows through the UPS Store. I expected an expedient resolution/reimbursement to my issue working with the UPS Store, given that I believed I had taken all proper precautions to protect myself. However, what I got was 3 months of runaround, unreturned calls, conflicting information, and ZERO progress, despite weekly follow up calls.

Ultimately, I needed to reach out to UPS Store HQ to have someone help facilitate on my behalf. They informed me that the UPS Store claimed that I had signed a shipping agreement that limited their liability. I was sent an image of a contract with MY SIGNATURE FORGED. I then resent pictures of receipts and informed them that I never signed anything at the store. Even then, it took ANOTHER 2 MONTHS to resolve - a month of weekly calls to the UPS Store HQ to get the reimbursement check cut from UPS to the Store and another month of calls to actually get the check from the UPS Store to me.

All told, I spent 15-20 hours of my time chasing down this store to get them TO STAND BEHIND THEIR COMMITMENT TO CUSTOMERS and hold them accountable for their obligations. I have no doubt that if I hadn't relentlessly pursued reimbursement, I would have been out the full $530.

I will NEVER EVER EVER go to this store again, or any UPS Store for that matter. This franchise model is a terrible design for customer service, particularly when a franchisee is intent on delivering a terrible experience like UPS Store 5346.

Response to owner: Not returning one of my 20+ calls does not fit a reasonable description of “diligent” by any standard. And yes, my signature was forged. I never saw the agreement that was “signed by me” prior to it being emailed to me by UPS HQ - and the signature on the form doesn’t remotely resemble my actual signature. Who has more reason to be dishonest in this scenario?

Also, this business has got to be one of the most poorly rated I’ve ever seen, both on Yelp or Google. Maybe a more productive way to respond to criticism is to improve your practices rather than denigrate...

Had to return a package and was near Canton and searched for a UPS Drop-Off location. To my surprise, I've read about 95% negative reviews on this place. Most of it is just showing up without labels or require assistance, which it sounds like the people that work there are of no help. This morning, I had my package all taped up along with the return label. No work needed, just needed to drop it off and the clerk just needs to scan it. A young man comes out from the back. It's 9 AM and he appears to be half asleep. Doesn't say, can I help you or anything. I said good morning, needed to drop this off. He looks at it, takes it, scans it and says, all set. I've already took a picture of the barcode, so I didn't need a receipt. However, he is supposed to give the customer a receipt as receiving the package. Otherwise, he can throw your package in the street and it's not tracked. So, reading these very entertaining reviews, I can see how this person would have acted if I walked in without a label or required additional assistance. This young man obviously didn't want to work this morning and was there for a paycheck. That is just my observation. But, others here can clearly paint a better picture of the people and services at this location. Very surprised by the lack of attention from...

They are very bad people .This experience makes me want to tell everyone I know to use Fedx. And not UPS. When visiting my family in Boston , brought a heavy glass beautiful sculpture to this Canton Mass location to have shipped to our home. The blond woman who who “helped” us (although helped is not the right word) said she was having trouble finding a box for it so I told her we had the Crate and Barrel box it came in , inside our trunk. She said “go get it! “ which I did and she packed the glass sculpture on “our” box and said she wouldn’t charge us for the packing since it was “our” box. She then asked if we wanted to Insure it so we did for $200.00 . It cost $49.00 to ship with the insurance. We received the glass sculpture broken in half about one week later. After several hours on the phone, claims filed etc this billion dollar company is denying our claim because the blond woman at the Canton Mass location lied and said we packed our own sculpture . Really???? Karma will get her but I’m so disappointed in UPS right now and shocked that they have handled this situation so poorly. I have used our local UPS and never had an issue but this has really ruined my view of United Parcel Service and many others who have and will hear about this awful...