The UPS Store — Local services in Mesquite

Do not mail using service other than UPS, such as USPS.

The person waiting on me did not make it clear that my large envelope letter to the IRS was being mailed USPS...the person said it had to go certified because it did not have a street address, but I thought the person meant UPS had a certified service.

I did become aware that it was going USPS, but I just wanted to get it in the mail, and if this was my only option, I would just pay whatever upcharge.

As I thought I was going to be mailing via UPS, I did not have an envelope ready with address and return address; I assumed they would generate the label on their system.

I was directed to get an envelope on the back wall ($0.55 for 9" x 12") which the person proceeded to write the address and return address on by hand...I said "you are writing that by hand? you're not even making out a label?" I honestly was so flustered I just accepted it, but seriously, you are a business store which is supposed to be providing professional services and you are addressing letters in hand writing? If someone came to my house I can print them off a mailing label in about 30 seconds.

Also, I asked if mailing it certified I would be able to track when it got to it's destination, and the person said no, not via the certified service, but since I had added the return receipt I would know it got to it's destination when I received the green card back; this is an incorrect answer. When you mail USPS certified there is a tracking number that shows where the envelope/package is through it's journey, just like if you are tracking priority of express mail.

Well here is the icing on the cake...when I got home I looked at my receipt and the bill was $18.97. Certified mail is $5.30 and Return Receipt is $4.40 and First Class for the envelope should have been $1.68. The person charged me for Ground Advantage, which is a service the post office offers for PACKAGES (USPS Ground Advantage is a new shipping service introduced by the United States Postal Service, effectively replacing First-Class Package Service, Parcel Select Ground, and Retail Ground. It offers a cost-effective way to ship packages up to 70 lbs within a 2-5 business day delivery timeframe.), which starts at a rate of $10.50.

I called the store and talked to the person about this directly and the person did not even understand that they had used the wrong service for mailing an envelope. The person kept saying there is an upcharge, (which I understand I am being charged more than USPS would charge directly), but apparently that means they can charge for a more expensive service (mailing a package instead of an envelope) to make more money.

I have never had bad service at this store before, but seriously, do not mail using USPS...

I’ve ordered 2 things to pick up here before. First order, didn’t have to pay a “Hold Fee” I ordered both items from Amazon, free shipping and all. Amazon does NOT mention a hold fee. Nor was I charged for anything the first time I had pick up from here. The second time I was charged a $10 “Hold fee”. I picked it up the same day it was delivered. Nothing mentions a hold fee to be charged. It’s also one of the options that pops up on Amazon when you checkout to “pick up from this location”. It says nothing about an extra charge. So I’m confused as to why I was charged the second time and not the first time. I even said “is it because of weight? Or????” And the boy said “no we just charge a hold fee” which doesn’t seem right whatsoever because again… no charge the first time…. Just walked in, picked up, and left. Seems fishy to me. The older lady behind the boy was watching me like it was some charge they sneakily added on to see if I fought it. Didn’t seem right to me. I’m not one to cause a scene so I just paid it and walked out. But I don’t get why Amazon would even have an option to pick up from the location and not mention nor charge any fees. And when people show up to get their package, get a surprise charge. If someone didn’t have their wallet then what?...

I want to preface this by stating that I work in customer service, so this isn't an uneducated rant. I rented a box to have a safe place for my packages to arrive. Although spendy it was a quick and painless process. They always seemed to be a little busy and have gone through various hour changes. I've always done my best to be patient. However, today was just too much. I went in to pick up my package about 3pm. Since I don't have a car I was using Uber. When I went in the two ladies at the counter were very busy with what appeared to be some complicated issues. As I waited I noticed that there was a third employee who would come in and out to answer questions but never gave us in line a passing glance. I spent an easy 10 or so minutes before she finally appeared and helped the ever growing line. Although I got my package she offered no thank you for us waiting and no apology for how long we had waited. I would have walked out earlier but the package held my meds. If this kind of service continues I'll be taking my business elsewhere.

UPDATE: The owner reached out and got in touch with me, and offered an apology. I really appreciated that they took the time to do so and have updated my rating...