The UPS Store — Local services in El Cerrito

Customer Service has definitely fallen in the streets. I have been a faithful customer of UPS El Cerrito Plaza for 5+years and Wednesday Sept 18th I received the worst service ever. When I went to the store inquiring on what happened to my cards that I needed for an important business meeting and had them specially shipped express mail. I explained all this to the manager how mandatory it was for me to locate these cards and the overall seriousness of matter. The response I received from the onsite store manager Sanford was a total shred to my integrity he responded "first of all you need to stop talking to me like someone off the street", this statement left me the customer very perplexed and even offended; how a manager someone that is should specialize in customer service was able to speak to me in this manner was far beyond my understanding. He then realized and that it was he himself who had signed for the package and forgot to log it into the system which is something he should have never told me especially since he didn't care enough to attempt to accommodate me for this huge inconvenience. When I finally was able to get him to realize he dropped the ball and was at total fault in the matter; he went on to tell me he would only accommodate me if I brought in the invoice of the item he didn't take the time to log into the system. This caused even more hardship for me not only were my cards lost and I was completely stressed out about my meeting but I was now put in a position to make all these calls and jump through hurdles to contact my graphic designer who lives a very busy life as well, and the person who handles my accounts. So that we could re-order my special designed business cards which of course meant more fees on his end just to have this service done again, and stop in the middle of his day filled with clients to assist me. After being there 3 hours I finally decided to come back in the morning first thing since they were closing. At this point I was giving Sanford the on-site manager more customer service and consideration then he had showed me. When returning his staff was just as rude as he had been, like manager like staff. When Sanford the on-site manager at UPS came in that morning he begin to yell at me telling me I man handled his staff and I would want to stop talking to him like some girl off the street. This inadequate excuse for a manager insulted my character far to many times and he was the one who didn't do his job accordingly, his lack of customer service and consideration is why I am now looking for another place to have my mail sent. Sanford was by far thee most unprofessional manager I have ever encountered, I have no desire to ever return to this...

I had a big bulky item to return, the UPS instructions said no box or labels needed, there’s was no way I could’ve carried it into store without the box. “Nicole” greeted me by saying I can help you & I walked up & put the big heavy box onto the counter it was a little unstable they said with plenty of attitude “um can you push it forward”… I replied “oh yes sorry”! Then they said, “No label No box! OK! I was like huh… Then roughly opening the box said “You need to take the box back” then said it AGAIN as if I was hard of hearing. I said “ok I had to carry it into the store” They said “ok it’s just heavy!” as she’s roughly placing the items on the counter behind them. Then as they are attempting to click the QR code on my phone says “Make it brighter”! I 1st made it bigger she said as if talking to a child or as if they thought I couldn’t hear, “I said make it BRIGHTER Not Bigger”! I looked for a name tag & they snap & said my name is Nicole if that’s what you are looking for”! Obviously knowing & not caring about being rude. So yah if you are gonna work with the public how about do it with patience & kindness otherwise maybe another profession…Thank you UPS for doing some customer service training with this employee not sure if it would help or...

Just went to ship very important documents and was greeted in a nasty way by Nicole who first would not assist me selecting the proper mailing envelope ( it turned out the one I selected was incorrect). I cleared my throat and she yelled at me to cover my mouth. She yelled in such a way I felt like she thought she was talking to a child ( by the way I wouldn’t talk to a child the way she spoke to me). She said, “see I’m wearing a mask, why do you think I’m wearing a mask?!” I couldn’t believe her customer service. Then she told me she wouldn’t serve me and I had to go somewhere else. Two very kind employees helped me and I finally sent my package. I’ve never been treated that way by anyone. I can understand she has a fear of catching Covid but there are more polite ways to speak to customers or anyone for that matter. I suspect she may be very stressed and fearful and she succeeded in making me uncomfortable ever go back to that UPS store. I hope someone can give her training on...