The UPS Store — Local services in Fairhope

Long vent, here it comes: Mailed 4 boxes on May 2nd from this office to WA state, from myself to myself (with a local address for return in each state, my mother in AL). 3 of the 4 arrived within 1 week or so of dropping off at this site. Paying mind you approx $50 per box to ship. Fast forward and this box is delayed and delayed on delivery.

Yesterday, May 19th, I decided to check again on its status (having other things taken priority in life and not babysitting the delivery date of my item). And surprise, surprise..... it had actually been returned back to the UPS shipping facility in Fairhope on May 13th, to the front desk and received by Tanya per the email.

So I call the facility yesterday, and after 4 attempts to have someone answer the phone (phone rings through to a voicemail that if full??? What is that for a business?) and to the 1st employee I speak to I voice my displeasure regarding my pkg being in their facility for almost 1 wk without notification, then she passes me on to another and I get to speak with..... Tanya, of all ppl. Well, Tanya assures me that they DO call when a box is returned, she insists that they call. Well I've got phone records from Verizon that show otherwise. So needless to say, I lay into Tanya and assure her that I was never called. Better yet, there was my mother's local address that the box could have been returned to of all things. Apparently my pkg was returned due to a "disruption"?? Whatever that may be I have no idea. But I inform Tanya that I have no intention of paying another $50 to ship a pkg again that wasnt delivered in the 1st place due to circumstances that had nothing to do with me. Tanya states she needs to speak with her manager and give me a call back about what will happen about this. So i make sure Tanya has my number to call me back and keep me informed. Well within a few hours, I did receive an EMAIL with a new shipping tracking number for my box..... but alas, NO PHONE CALL!!! Thank you so much Tanya. Apparently there is an issue with that staff and phone calls or something. Closed loop communication, making sure all parties are informed of information and no assumptions. Assuming I'd see the email is a problem and you need to work on it. So expedited shipping on the box, I'll see if it does arrive Wed May 25th or not and in what condition, considering the entire box is breakables (shot glasses, beer mugs, etc). I'm not...

So unhelpful and RUDE. I'm not knowledgeable about mail so I asked questions and told my "helper" i didn't know what I was doing so I would need help.... the check out person treated me like an idiot. The check out person next to us was helping her customer and letting her know HER shipping options and my "helper" did not. So when I heard the different options from the OTHER consultant I preceded to ask her what my options were because I wanted just standard normal cheap shipping but she acted like it was SUCH a burden to change the shipping details and let me know the options. my consultant to her coworker "well she heard you talk about that option now she wants it* UMMMM YEA??? Is that a problem for you to do your job???? I had three small items so it really made a difference which settings they were because I know it should have been a cheap and easy send. Teach your consultants customer service and how to help customers get what they need. I had small, not time sensative packages and it seems like basic common sense to DEFALT the customer the cheapest shipping option unless they specifically ask for the better options. I probably still over paid for my tiny packages because my consultant was so rude that I just took whatever she did.

I don't care if I asked her 15 questions it's her job to help me and inform me what I am...

CUSTOMER SERVICE WAS HORRIBLE!!!!!!!! I had an issue with delayed shipment, and asked to speak to the manager, just my luck she was the manager. Teresa is her name. So, I respectfully explained the situation, of the delayed shipment, she quickly let me know there was nothing she can or will do about it, she and her husband owned the store and she answers to noone but her husband so I could not speak with anyone else about helping me resolve the issue at hand. I was embarrassed for her, the way she conducted herself during a customer issue that could have easily been resolved. Instead of being solution oriented, she chose to be combative and defensive, when I no longer wanted to speak with her. Very unprofessional, & rude, with no compassion or concern with the business of what could have been a long term customer.I live in Fairhope so I will make sure I tell my friends and family to do business elsewhere. Teresa, Fed ex would like to thank you for the new personal and business accounts I sent their way, not to mention mine of course! No amount of on the job training will fix the unprofessional, and self absorbed disposition you displayed over a fixable problem. Thank you for directing me to a business where I am...