The UPS Store — Local services in Herndon

Update: Since writing this review a few months ago, the staff at the store has really stepped up. It looks like management not only reads these reviews but they also act on them, which is commendable. I haven't gotten any packages delivered, so I can't say if that part of the process has improved, but I can certainly say that they are much more responsive when you send emails, which is how I interact with them most often.

Original Review: I have had a mailbox at this location for over 15 years, and I can honestly say that the quality of the customer service has dropped significantly over the past 12 - 18 months. Working with the old team was easy; they were professional, courteous, and paid attention to details. Now, I can't say the same.

For example, in the past 3 months, I've received 3 packages to my mailbox. When I went to pick them up, 1 was misplaced and it took them 20 minutes to find it, and another package didn't even exist. I had received a package delivery notification about a package that I had already picked up several months previously and the notification somehow got resent. Again, I had to stand around for about 20 minutes while they tried to figure that out, with no apology or explanation.

If you send them an email with a question, you may or may not get a reply at all, let alone in a timely manner. If you don't get a response and you ask why, they'll simply say that they were busy and leave it at that. For an hour or two, I can buy that. But for several days nonstop? Sounds like a staffing issue. Or an apathetic staff issue.

It's a shame; part of the reason why I stayed with this location for as long as I did was that the previous staff made it very easy to do business with them. Unfortunately, that's no...

I came today to return a package. And I have to print something there. The person who helped me in there told me to login in to the computer and printer from there. When I do it, it charges me 2 dollars for the connection plus 1 more dollar for the print (even when he told me that it was 50 cent for the print ) Then when I am login off he tells me that I clicked on the button that says extended. Something that is 100% incorrect. And I got charged again 2 more dollars. A service that I didn’t want and that I actually didn’t want to get. And they refused to refund me the money.

They called the manager and they still didn’t want to refund me the money. I check my bank statement and they actually charged me 10 dollars for the service.

In the argument that he sees me clicking the extended button when I am telling him that I didn’t, but they still don’t believe me. Even if he was behind the counter and I was closer to the screen and I saw the two really small button is really questionable. 🤨

It sucks and it really feels like a 100% scam. By the way paying 5 dollars for printing 1 page black and white is the biggest scam of all.

So frustrating to see this kind of bad services being done and nobody is there to protect the customers.

UPS = SCAM, please bring your own refund tickets printed already from home. UPS just want to get your easy money.

Not worth...

Scam place. A UPS store that does not have or offer UPS express boxes that they advertise. Stay away.

After leaving this location I went to the UPS Store at Franklin Farms and that location was able to provide the UPS Express box and helped me pack and ship without any issues. If you need shipping services go to the Franklin Farms location instead.

The owner asked for details: I entered the store, walked up to the counter with the item I wanted shipped. Employee: "Hi, what can I do for you?" Me: "I would like to ship this in a UPS Express box" Employee: "We don't have UPS Express boxes" Me: Left store and went to another one nearby

Note: Employee didn't look for any boxes and did not ask any questions and did not say they were out of boxes or temporarily did not have them or that they were sold out or that they expect another shipment of them in soon. The quick definitive answer without checking and without extra comment or explanation suggests they either don't offer them at that location or the...