The UPS Store — Local services in Middletown Township

I had a package of mine delivered directly to the store on 12/21 it was signed for by an employee and everything. I called on 12/27 to check in as I was sick when it was delivered and then the holiday came and went.

The first representative I spoke to told me that their policy is that they return packages to sender 7 days after receiving it. She told me they sent my package back already despite it being 6 days since they received my package. I let her know this and she sympathized with me and told me she would double check. The rep came back and doubled down on them returning my package!!! I told them that there has to be something they can do, why would they send my package back early?

Then VINCENT THE MANAGER of the store proceeded to get on the phone with me and berate me on the phone asking me if I had permission to mail something to their store. Never as a customer have I ever needed to check with a carrier to get permission to receive a package. That has nothing to do with me and everything with the company I placed the order with. Instead of listening to the date/time/ and employee that signed for my package he insisted on yelling over me and letting me know that if he finds my package he will call me. First my package was returned to sender, then it was lost and he’s going to call me if he finds it?? I HAVE CONFIRMATION IT WAS DELIVERED THERE AND AN EMPLOYEE RECEIVED IT SO WHERE IS IT REALLY???

Lo and behold my package mysteriously materializes at the store after letting Vincent know we’ll continue our conversation in person since he insisted on being rude and unreasonable. (Weird right?)

After all that, I was finally able to pick up my package but As a manager myself I cannot imagine conducting myself in the way that Vincent has. It was RUDE, UNPROFESSIONAL, and really just incredibly LAME because now you look like you don’t keep accurate logs or inventory and “lose” packages on purpose. The service was so bad I want to give them a 0 but that’s impossible so I give them a 1.

Do yourself a favor and go to Red Bank you’ll deal with a lot...

I recently shipped a very large box from my local Middletown UPS store on rt 35. 1st I had tried the post office thinking I might be able to save $, but the post office couldn't ship the size box I had. Then I called the UPS in Middletown, NJ. Before I arrived and the young man who answered the phone was so helpful & very knowledgable. When I arrived with my box, both the employee & owner were present. Both of them gave me their full attention. They saw that I was concerned & struggling with how I packed my box so they offered to alter the size of the box while I was there, to help reduce the cost. They figured out the most affordable way to send my box & were more then professional & kind during the entire experience. Honestly, this UPS in Middletown will be the only UPS location whenever I need to ship large items. Awesome place with solid...

My mother visited UPS to have something notarized and learned that they now operate by “appointment only.” While I understand the need for new procedures, these things should be clarified and updated online, especially when so many places don't update their services. My experience with the staff was disappointing. Although the two gentlemen on duty between 9 and 11 a.m. were not busy at the time, they didn’t seem to have the time to address my mother’s additional questions after another customer left. Zero acknowledgment. It’s important for businesses to engage with repeat customers, as this fosters loyalty and satisfaction. I hope they can improve their customer service by being more attentive and available to those who have inquiries, whether someone walks in with a...