The UPS Store — Local services in Larkspur

Over the past three months, I have had very unpleasant experiences at the UPS store in Greenbrae. I have been a loyal customer at this location for years and never had any issues until recently. The once friendly and helpful staff seems to have been replaced by unmotivated and unprofessional individuals.

On Saturday, December 28th, around 2:30 PM, I visited the UPS store to return some packages to Amazon. I had carefully separated the packages to avoid any errors, but the employee assisting me mixed them up. When I pointed out his mistake, he blamed me, claiming that I had confused him. Despite my repeated explanation that the first two packages had Amazon codes while the third required a printed label, he remained disorganized.

I then asked if he was new to UPS and suggested that he double-check the codes to ensure no further mistakes. Instead of apologizing and correcting the issue, he grew impatient and continued to blame me. I defended myself, saying, "Your mistake is not my fault; you were not paying attention to my explanations."

CONFLICT - At this point, another employee--tall, strong, brown-skinned, curly black hair --intervened. A physical description of him because I don't know his name. I am a brown-skinned and curly black hair too. This individual, who has consistently demonstrated a negative attitude during previous visits, accused me of "harassing" the first employee. His accusation was completely unwarranted, as l was merely trying to clarify the employee's mistake regarding the codes and labels.

When I asked for assistance with sending the UPS email to print the Amazon label, this second employee responded rudely, repeatedly stating, "We do not work for Amazon," and insisted that I pay for the printing service (I paid $2.56). This isn't the first time he's told me he doesn't work for Amazon when l've asked for help. Such comments are unprofessional and inappropriate, especially since UPS is partnered with Amazon to handle these types of transactions. If assisting Amazon customers is viewed as a burden, perhaps UPS Corporation should reconsider its partnership with Amazon rather than allowing staff to project this dissatisfaction onto customers.

MANAGEMENT - The situation left me feeling extremely stressed, so I requested to speak with the manager to help me send my packages correctly. To my surprise, the manager who also addressed my concerns was just as unprofessional and rude as the two employees. It seemed he had already taken the employees' side, treating me as if I were the problem. As a store manager, l expected him to approach the situation with fairness, professionalism, and respect, but that was clearly not the case.

This embarrassing and frustrating experience has led me to decide never to return to the UPS Greenbrae. As an Amazon member, I will contact the company to report what happened. I will request that the UPS store in Greenbrae be removed from my list of preferred locations for returning packages, as the employees have stated that they do not work for Amazon and therefore provide service unwillingly.

TRAINING - I strongly suggest that the staff at this location undergo retraining to improve their service quality. As UPS or Amazon customers, we deserve respect and competent assistance. Unfortunately, it seems UPS Corporation has allowed untrained and unprofessional individuals to represent their brand.

If the store has internal cameras, I encourage them to review the footage of my visit. I arrived at the store politely, but the behavior of the staff caused unnecessary stress, and I simply defended myself against their...

This store is very pretty decent and Is in need of lots of improvements the employees here are nice and there’s some that just don’t care and not helpful I tried to ship a package with an employee who was a black gentlemen I can fully remember his name but it was something like was karry or Korey or something and I asked him I needed to ship something and he said one second and he went to the back and then another employee he sent out came to help me and I was shocked on why he did that not even the manager was there and the other employee who was just a kid and also very respectful helpful young black gentleman helped me out very well I forgot his name but he attends redwood and I must say he is very mature for his age he helped me with my order and shipped it out and it got there on time and he was only 17 and gosh I wish I can remember his name but he is a blessed kid and very responsible who ever raised him I hope he goes some where in life because I had a nice chat with him and after I left I thanked him and he was just very nice I can’t thank him enough, I walked out of that store saying God how could such a young man have more responsibility then the other employee I hope he goes well and the owner needs to hire more people like him and get...

Sent a Christmas package to my parents on the Navajo Reservation thought we sent it earlier enough on Dec 14th. Check on it, it said through was an error with the address. I've delivered there before so I don't understand why they didn't deliver it. I called and they said they can't find the address and it could be picked up at a upstairs facility. For my elderly parents to drive an hour out was disappointing. When they went to pick it up it they said it got sent back to Greenbrae. My boyfriend was beyond furious with the situation when he talked to the ups manager at the Greenbrae ups. The manager threatened to throw away the package if my boyfriend didn't calm down. This is something common with mail on the reservation. I thought it got better recently because I got mail on the reservation before. My boyfriend doesn't accept this at all, I'm not sure what to say but feels like reservation people get discriminated against because drivers don't wanna drive out there I would appreciate an upfront no we can't deliver there than waste 50...