The UPS Store — Attraction in City of Rochester

Came in today to make a delivery. Had a barcode that I was emailed that the worker there was to scan and then print a label for an envelope to send off paperwork for me. The worker REFUSED to scan the barcode and told me I had to email it to them (I’ve delivered many things through UPS and never once have they made me do this, they have ALWAYS scanned the barcode in my email and then printed the label). She then told me I would have to pay for them to print the label as well which was not true as the package was prepaid. Terrible customer service in general, the whole time her and her partner were sitting there acting like the line of people were just a big inconvenience to them, the guy that was there who was supposed to be taking care of this elderly lady who could barely keep her hands from shaking was instead focused on his cellphone LITERALLY PLAYING MUSIC AND SCROLLING HIS SOCIAL MEDIA while she was trying to figure out things he could have guided her through and made quicker. The girl was sucking her teeth and speaking to other customers INCLUDING myself in a condescending tone and manor. Like we were five year olds and couldn’t understand the plight that they faced accepting packages for delivery. This location is an absolute joke and it makes sense why they have a 3.9 rating on google and a 2.5 on yelp. These employees are the kind of people that think they should just get money and not actually have to put any effort in to receive it.

Called corporate and they informed me, there is no good reason why they would have asked you to email them the shipping label if you had a barcode for the label in your email, they could have scanned it themselves.

That’s right, I heard your smug snicker as I walked out, when I said I was calling your supervisor I didn’t mean I was calling your store. I was calling the people that actually signed your charter to do business as UPS. Enjoy your communication with your district manager about your terrible...

The UPS Store has significantly improved since the change in management. The staff is friendlier and more attentive, resulting in a better customer experience. The store is now more organized, efficient, and offers a wider range of services. While there is still room for improvement, I highly recommend giving them a visit to experience the positive changes firsthand. Great job, new management!

Update:

I have been a loyal customer of UPS for over a decade, spending upwards of $250,000 annually across various UPS locations. This morning, I walked into the UPS Store on Park Avenue with a package that just needed a small strip of tape to close the box flaps, as I have done countless times before. To my shock, I was informed of a new policy, directly from the franchise owner David, that they now charge $1 per strip of tape! Seriously?

This is an absurd way to treat loyal customers, especially those bringing substantial business like mine. Charging for something as basic as a piece of tape is not only petty but shows a complete lack of customer care. David, the new franchise owner, needs to rethink his business model if he wants to retain customers. As it stands, this is incredibly frustrating and unprofessional.

To top it off, I just stopped by the local FedEx and switched our business account over to them. If this is how UPS plans to operate moving forward, I’ll be taking my $250,000 a...

I was not home when the UPS driver attempted to deliver two packages. Normally the driver takes my packages to my neighbor. Even though only one package required a signature, both were sent to the UPS store on Park Avenue in Rochester ny. I was notified the next day the packages had arrived at the UPS store and went to pick them up. I was told only one had arrived. I questioned that because they were on the same truck and I had one infoNotice #. Shrug- “only one is here”. I asked if it would be an issue if I picked up the one package that was there. I was told “no”. That night I received a notice that the other package was ‘declined and returned to the sender’. It is now in Syracuse! After attempting to use their virtual support with increased frustration; I spent over 45 minutes on the phone only to be told there was nothing she could do except record that I want to dispute the matter. I was told someone would call me in the morning. No call yet! I used coupons and rewards to make the purchase of formula for my baby. Those coupons and rewards cannot be reimbursed to me. The package was delayed in arriving by over a week and then not delivered. I was counting on that formula. I now have to go to buy formula but have no money to do so. Merry...