The UPS Store — Local services in Big Rapids

As you can see, I wrote a review yesterday. And then Brent replied, basically defending why they treat customers terribly. It’s probably true that your employees are following every policy to the T (including charging for a strip of tape) something many stores choose not to enforce because it’s just bad customer service (it’s a money grab and we all know it). Brent, this is directly for you, and for Brenda as I’m sure she’s reading this too. I acknowledged in the beginning of the review that some of these issues are because we’re not seeing the fine print. Your fault? No. What becomes the problem with your store is how customers are treated when they ask questions. Look carefully through your reviews and put your defensive guard down for a second. The attitude of your workers is what causes customers to become frustrated. I work as a mental health therapist and have studied human behavior for over ten years now. Most people become understanding when they are met with respect and compassion. What happens at your store? Customers are instantly met with the most demeaning body language and tone that I’ve ever seen. My wife who’s very different than I am, I’m a type A personality (which you and Brenda have experienced), my wife is a type D. She’s a sweetheart. She doesn’t become upset easily and is sincere and barely has problems with anyone. She came into your store and simply asked questions and was treated absolutely terribly. Which is why I even went in the store in the first place! I didn’t appreciate my wife being treated that way and not getting a good explanation for why the package couldn’t be taken. I got my explanation, as bad as a rule it was, I got it because I wasn’t going to be bullied like my wife and others on these reviews have been. Now, if your even still reading this and care about your store, I hope you can take something from this. If your employees (specifically Brenda and Ashley) would change their approach to customers, 8 hour days for them probably wouldn’t feel so long and they probably wouldn’t hate their jobs because they wouldn’t hate customers like me, because they wouldn’t get customers like me, well because we would have civil conversations. Never have I ever had this sort of dialogue with people before. Quite frankly, it’s sad. Your workers set the tone, especially the store manager. She’s the leader. I hope to still get a phone call, as that’s the right thing to do. I’ve reached out to others in the community including my neighbors and they had even worse experiences specifically with brenda. maybe you should look within instead of defending atrocious...

I'm sitting here reading through reviews; although I never got the name of the lady that I had today, it's safe to say it was Brenda. I was returning an Amazon package and I left the product in the original box it was received in (it was not an Amazon box, product was received in its original box with the Manufacture information). [Brenda] couldn't locate the shipping label, and rudely asked me the same question several times about the shipping label, and how their policy states that they cannot print and stick a new label on the manufacture box. I had mentioned more than once that is how the box shipped to my address, but I am guessing she wasn't listening. The tone of voice and lack of professionalism didn't make for a positive experience during what should have been a simple and quick return. I would have been more than happy to remove the product from the box if it's against their policy to add a label to the manufacturers box; however, instead of nicely asking me to do that, [Brenda], chose to ask the same question several times that I had already answered, note it is against policy, and then in a rude tone she'll make this one time exception.

Anyway, I at least got my return accepted and she took the package, that supposedly was against policy, but I will definitely avoid [Brenda] moving forward for any shipping or...

My wife and I live in a cabin too far off-grid for regular mail service. I needed to receive a couple of packages from a company that wouldn't ship to a PO Box, so I had them sent to this UPS Store at the company's recommendation.

When I went to pick up the packages, I was charged a fee of $10 per box, which I found excessive and opportunistic. When I expressed this to the employee, she responded, "Well, just imagine if everyone shipped their packages here. What would we do?"

This reply struck me as very strange. My understanding is that sending and receiving packages is a primary function of the UPS Store and that this service generates foot traffic that leads to sales of other products and services. However, this employee suggested that the pickup fee is punitive and intended to dissuade customers from sending packages to the store.

The high cost of receiving a package at this store, combined with the odd justification and their approach to service, is off-putting and nonsensical. If I were running this store, I would lower this fee and train my employees to treat complaints as selling opportunities. For example: "I understand how you feel, sir. If you make another purchase today or sign up for mailbox service, I'd be happy to...