The UPS Store — Local services in Oakville

Please do not use UPS during this pandemic, and my interactions with UPS customer service and this store have been extremely unpleasant. UPS issued a statement that they will not be held accountable for your package as of early 2020, and I certainly know it.

My story: Issued a return to sender on my package, and was forced to pay a 3-day express shipment fee that totaled $220. A return to sender request must be issued through the sender, which was this location, and that took 4 - 5 phone calls between this store and UPS customer service. All is well right? Read on.

That is when the real problems started. After 7 days of not receiving my package, I spent more than 20+ hours on the phone with UPS customer service trying to understand where my package was. After much conversation, UPS Customer Service said it was a franchise, and it was at the discretion of the store to refund my purchase (the return to sender payment). This involves a 10 day investigation, upon which a report is suppose to be issued from UPS to the store, and presented to the customer. After 10 days I called this location, and was told by the manager that no investigation was launched, and that another investigation needs to be launched that would take another 10 days.

I called again today, and was told that the investigation is still ongoing, an entire month after my package has been lost. UPS customer service and this store have wasted my time, and treated me like a half class citizen. I have contacted the Better Business Bureau in hopes of receiving some aid in dealing with this matter, but best to avoid UPS and this location all together.

UPDATE (2020-10-18): I was personally contacted by a representative from UPS headquarters via my Better Business Bureau complaint. They apologized for the mishap, and I was refunded my money for the return of the package. While I am content with the outcome given the circumstance, I still try to avoid UPS during this pandemic after this occurrence, and still believe you should too. I never received any follow-up phone calls from this location, or the owner with regards to follow-up...

Terrible Customer Service – Unpleasant and Unprofessional Experience

I went to the UPS Store around 1 PM to pick up my mail and found the store completely empty — no staff in sight. I called out loudly several times but got no response. It felt very unsettling and unprofessional to be standing alone in a locked-up business.

After a few minutes, a staff member — a short man of Indian descent — casually walked in from outside. He didn’t apologize or even acknowledge the fact that a customer had been left waiting in an empty store. When I told him it felt creepy to be there alone with no one around, instead of understanding, he took offense and started arguing with me.

I tried to explain that if he was the only one working, he should at least leave a note saying he stepped out, so customers aren’t left confused and concerned. He responded by saying he had just gone to the next store and didn’t see it as a big deal. Clearly, he doesn’t understand what basic customer service means.

The argument escalated because he refused to take any responsibility or show even the slightest professionalism. I left the store feeling shocked and frustrated. I’ve never experienced such poor service at any UPS location before.

This kind of behavior is unacceptable for a business that relies on trust and customer interaction. I hope UPS corporate takes this seriously and retrains their staff on how to treat customers...

Avoid this sketchy UPS store! Went in to drop my prepaid packages off and asked for a receipt. The store attendant refused to provide a receipt claiming this to be UPS policy that they do not provide receipts. I asked for him to at least scan the packages in while I was there, and was told that the store does not do that, but rather only the pick up driver scans the packages in. On top fo all that, the attitude and level of customer service was just horrendous! The attendent was aggressive and demeaning in his explanations and reasons. I know for a fact that the other UPS stores in Oakville not only provide receipts as I went the day before to the Upper Middle location (which has outstanding customer service), they also scan the packages into their system immediately. This UPS store is either scamming their customers or they employ individuals who are... Next thing you know no one has any idea of where your packages went or have any record of you even dropping it off. Stay clear of this UPS store! If you can, take the extra 5 minutes to go down to the Upper Middle Road location where they actually care about their customers with outstanding service and run a...