The UPS Store — Local services in Monterey

I sent myself a package to here rather than having it delivered to my house to save a little money. I was quoted one price in Texas for a home delivery versus an in-store pick-up, and the difference justified simply picking up the package from the store. I've done this with Fedex in the past without any issues. However, when I went to retrieve my package, I was charged an additional "holding fee." I was never told about this absurd "holding fee," or I'd simply have had them deliver it to my home address for less money! Ten dollars isn't a lot of money, but that's not the point. I was quoted an amount for a service, then was charged a second time when it was too late to do anything about it. I've never had to pay for any kind of delivery two times for one item! I had acted in good faith by assuming the amount I was quoted and had paid in Texas was the full amount, because this is what UPS told me. Unfortunately, I ended up going out of my way, thinking I was saving money when it actually cost more for me to do more work by picking up the package myself. Evidently, this location requires you to rent a box with them to avoid these extra fees. Never mind the fact that I have been using this store for over 10 years now several times a year. I feel like that is worth something, but obviously they disagree. UPS should be above throwing in hidden costs and not telling their customers until it's too late to do anything about it. I feel like this is a sneaky and deceptive tactic and won't be returning to this store. I've given them my business for over a decade, so if they can't be honest with me yet, it's time to move on. The $10.00 is trivial in the grand scheme of things, but feeling like I've been conned is a feeling I can do without. Ten dollars just cost them a loyal customer.

I gave them two stars for my previous visits but this was definitely a one star...

I am not usually one for reviews, but the folks here really went above and beyond for me. A death in the family meant i needed to get an emergency passport for my 3 month old baby. I sent the documents to the UPS store at the crossroads but was then unable to pick them up. I then sent the documents to a UPS store in San Fransisco before my 10:30 appointment to pick up there. That store was a mess (different review) - their online ordering mechanism was down and they did not have my documents. I contacted the Carmel store to see if they would send the order via email to this new store. Maggie was who I spoke to and she was patient, empathetic and really helpful. SO SO...

Dear UPS Two Saturdays in a row I went to the ups store in the crossroads in Carmel. Your employee Kayla assisted me on both days. Both my adult children live in Colorado and I needed to ship LOTS of their things from their childhood. Kayla went above and beyond. She was totally efficient, polite, and really worked hard packaging up 1,000 worth shipping costs. I was waiting in line and another employee said "may I help you?" and I said to the lady behind me to go ahead because I wanted to wait for Kayla. Well guess what? So was the lady behind me. That just proves people like Kayla and trust her to do the best job.

Sincerely Suzy...