The UPS Store — Local services in New York

On 07/10/2021 I went to the UPS store at 121 West 36th Street NYC. It was approximately 11:35 am. I only had a small package with a prepaid label to bring over and get a receipt for. It is something that takes no more than two seconds to do (if the scanning gun is working properly). At this particular UPS store, I saw a sign stating "WE SUPPORT SMALL BUSINESS OWNERS. THIS LOCATION IS INDEPENDENTLY OWNED AND OPERATED BY A PROUD FRANCHISEE OF THE UPS STORE, INC." Well, in this store I had to wait about half an hour because the person at the counter was taking his time dealing with one customer. Even though I understand that the customer had a bit of a complicated type of transaction to do (I think it was to have an entire shipping label made and registered) the person at the counter had no concern that he was keeping a line of people waiting. He had an immature and unprofessional attitude and demeanor. Not the right person to put at desk tending to people.

After he finished with the lady with the shipping label. Instead of immediately tending to the people in line who were waiting, he took his time going into the back of the counter and acting as if he did not notice that there were some six people waiting in line. It seems that a service oriented person would not display such lazy work habits especially considering that his behavior reflects on the company he works for. Then when the next person in line was next to be served ( that person was ahead of me) the person at the counter was slow and had an obvious attitude and though he did not say anything directly aggressive or rude he just took his time talking on his cell phone before ringing up the items that the next customer had to buy. Then after another ten or so minutes I finally was next to be served. The person at the counter did not say "Thanks for your patience" or "sorry for the long wait" which would have been the diplomatic and courteous thing to say for the unnecessary wait the customers were put through. The guy just chewed gum and his disdain for the customer was thick enough to cut with a knife. I had to wait close to 45 minutes just to have my prepaid label scanned and get a receipt.

More recently I went to that 121 West 36th Street location to get a quick receipt for another package with a pre-paid label. There was another person at the desk who did not have the best customer service skills either though she was not as bad as the other person I described. UPS may not be able to oversee every worker that works in any one UPS store or department, however the afore-mentioned sign in this particular store stated that the store was independently owned by a "Proud franchisee" of the UPS Store Inc. UPS should realize that whoever is in charge of this store allowed someone to work up front who, because of his lack of customer service skills , gave UPS's entire establishment a bad name. There are other bad reviews of this particular UPS store in Yelp! and Facebook. There are other delivery companies people can go to. I don't know if that man at the counter was the independent owner of that UPS Store at 121 West 36th St (NYC). . I would doubt it, but it seems that the UPS company would or should tell anyone who is a "franchisee" that they have a responsibility not to give bad publicity to the UPS company and not keep customers needlessly waiting just for simple mailing needs.

The UPS store that was nearest to Madison Square Garden (actually just across the street on the South Side of MSG) moved from that location a short while back (currently it is July 27 2021). In that UPS store I got quick service, and the people behind the desk were professional and their jobs right. The place at 888 8th Avenue (NYC) has also been good. Of course nothing is perfect, but who knows why some locations are better than others? One of the closest UPS stores to me is that one at 121 West 36th Street. I have to do my best not to avoid that location. I would strongly suggest to other people to avoid that...

This doesn't allow me to put 1/2 star.. This store doesn't even deserve this.. The staff, especially on weekend is very rude and uncooperative. I ordered some printouts. However, their printing machine was jammed. So the only employee there (I wish I knew his name) was trying to fix it (which was removing all paper trays and trying to put them back in) while I patiently waited. My card had already been charged. When he failed to fix after 10 mins , he replies "what do you want me to do? You see I'm trying to fix it." I told him it isn't your fault. I told him to charge me for the internet usage($3) and abort the printing and return the left over amount. His behavior was very weird and careless. After much restlessness, Very rudely he gave me back the amount. I will never ever visit this store again. These employees should learn to speak politely with customers. I have had certain situations at other stores but never found anyone so rude, uncooperative and careless.

Also this is NYC where no one has much time.. So have that...

Avoid. I went to ship two packages to two separate locations and paid for labels. Heavyset woman with short hair pulled in a very small ponytail said she’d put on the labels and that I could leave.

Turns out she shipped both packages to one location? And used my paid label to ship someone else’s.

I went back to the UPS store only for their workers to keep dodging my question and put me in another line and wait over 30 minutes while people were cutting ahead. Then they said they’re not responsible and to file a claim. But on the UPS website it literally says local stores are responsible. I’m out over $200 because of their stupidity and irresponsibility.

Always always put on your own labels, don’t let them print it for you for $3 extra a label and put it on all they do is mess up with no remorse! And if you ship anything over $100 I would definitely AVOID...