The UPS Store — Local services in Jersey City

Jan 2024 update: service has miraculously improved here now that there's a change of staff who are competent and don't have sour attitudes, and a few are actually enthusiastic, knowledgeable, chill and cheerful. What a huge difference.

I'm fair with my judgements and when a business has improved it's right to give credit where due and that bad reviews aren't meant to be personal but affect change. In this case perhaps the owner read reviews and took complaints to heart and/or company upper management/ or CEO reminded the owner that customer service is critical to their own success and overall business. Whatever the case things have been better for a month now staff wise and I'm guessing the stores profits are up as well. Here's to a better 2024 to all.

Previous initial fall 2023 review: This Newport UPS store franchise owner Taewoo Kim needs to act immediately to replace the useless, arrogant employee that's been there the longest named Olajuwon, who makes rude insulting comments about customers to coworkers, has an overall lazy arrogant attitude, routinely avoids doing his job by cutting corners. With customers he creates stress and confusion by telling you bad info, such as if you call in to check if a package came to your post box, he'll say that nothing came, you didn't receive anything ("I don't see a slip" -2 seconds after you called, but he didn't bother looking. Then if you call the next day and someone else answers honestly it's there or you go in person you'll see the package acceptance sticker said it arrived days or even over a week before. This has happened 3 times now with this fool and when I'm paying a lot for a mailbox I expect to get my packages, get a notice that they came, and told if I call to ask about the status, given an honest answer if they have or haven't arrived. I don't even get packages often or expect red carpet treatment, just want efficient and honest help, not immature games and a sour attitude.

Other employees specifically said in the past when I'm expecting a package just save a trip and call in to see if it came. When I've called this year I've caught Olajuwon lying- twice in the last two months alone. I'm sick of this disrespect so I'm outing him and will be contacting corporate franchise HQ to ask if they can press the franchise owner to fire him and if not, consider a fine or revokng this stores license- the service is that bad and needs a total overhaul, as anyone can see from hundreds of complaints, and there's plenty more that have disappeared too which were valid.

I'd rather switch to a different UPS store location and go out of my way than support this greedy owner Taewoo Kim anymore who clearly avoids going to the shop to ask customers how they're treated and doesn't check security cameras to see how things are actually run. Or maybe he does know but doesn't care?

When a business franchise like this is having major, consistent problems try 'prevention' not 'a cure'. Old problems (terrible employees, nasty attitude, poor customer service training) are easy to fix.. maybe Kim just isn't a good business owner who understands how day to day customer service is critical. And hiring multilingual ones who understand the various languages of the majority of customers would also help enormously. 1/4 to 1/2 the staff there now belong flipping burgers in the back a hot gross fast food chain where customer service concerns and nuanced problem solving skills aren't needed.

Sorry to the few good employees there (younger guys and all the women- which are very few) who have to deal with the gloomy vibe a few old time employees spread. New ones do their work without attitude, are honest and helpful- please give them better hours and fire the 'rotten apples' everyone complains about. People need responsible mature people handling their packages and...

Went to this store to process a return which had a prepaid UPS shipping label. The employee at the door informed me that the store is unable to print their own UPS prepaid label for my box, but that I am welcome to print it from one of their computers. Conveniently, they charge $3.00 for the first 3 minutes of using their computer, and additionally charge $0.60 for the b&w Print-out of the label. Incredible scam they have going there. If you walk into the store to ship and item, they print your label right at the desk. It’s baffling to me that they can’t print those labels, but are unable to print a pre-paid label of their own. As if this weren’t enough, you get to the register to process your “prepaid” return and pay for you computer usage and label Print-out, which comes to $3.68, to find that there is a card minimum of $5.00. The employee behind the counter suggests to just “buy a pen or something that will bring the total right up to $5.00”. I expressed my bewilderment to the employee at not only the arbitrary charges for computer use and label printing, but also the arbitrary card minimum. The employee responds that the store “isn’t big enough to eat the credit card processing charges”. I guess the 96% profit margin on the computer use and single sheet of paper wasn’t enough to cover that processing fee. Not to mention I’m fairly certain there’s no credit card processing fee for using a debit card with a pin. I have never experienced any of this at any UPS store I’ve been to before and I was informed that the stores are all franchised, which would mean that this particular store has horrendous policies which cost the customer and stain UPS in general. Avoid this place...

Please do yourself a favor and go somewhere else. Go to STAPLES for print-outs (MUCH CHEAPER) and UPS Stores in Bayonne/Manhattan for shipments that need boxes and aren't just drop-off. At the UPS Store, they'll ask you to spend a minimum of $6 for what will cost you $2 or less at Staples. For drop-off, this place is okay because that way you don't have to interact with the horrible customer service reps and the store manager (1 rep was good but he does not seem to work here anymore). These people will overcharge you for everything you ship ($22 or more for what will cost you $6 in Bayonne's UPS Store, $10 or more for a box). The last time I shipped something from this store, I told the woman she typed the address wrong when she asked me to check if my details were correct on her screen, but she didn't make a correction even after I pointed out that the address was typed wrong. She said that the driver will know what the address means and there's a long line behind me so I should let it be. So I lost $20 that I paid for shipping, then got a call from here in about 1 week, they said that my package was not delivered (of course it wasn't, as she never corrected the address even after I told her she typed it wrong and insisted it remain the way she entered it) and they do not offer a refund when they are unable to deliver to an address. So I suggest you save yourself from losing money and the hassle of interacting with the rude employees of this store and the rude store manager and just go to a different UPS store/Fedex in Hoboken/Bayonne/Manhattan or schedule pickup at your building if possible and go to Staples...