The UPS Store — Local services in New York

(There was no option for 0 stars.)

I know that we are in the middle of a pandemic, but it is unacceptable for it to be used as an excuse for unprofessional behavior, lack accountability, and your irresponsible staff members.

For the second since June 1, 2020, I visited the UPS store that is located at 4080 Broadway, New York, NY 10032, and for the second time in a row, I had to wait outside the store for more than 15 minutes, while your irresponsible employee, the same lady that is working today, strolled to the store-- lacking a sense of urgency.

Today's visit was particularly frustrating because on top of being over 15 mins late, the female employee at the store was very hostile, disrespectful, and unreasonable. For starters, teach your team to apologize when they are wrong and to be courteous to YOUR CUSTOMERS at all times. I understand that COVID may be adding more stress or disrupting our routines, but it should not be an excuse for making YOUR CUSTOMERS waste time, waiting outside of a store until your employees feel that it is appropriate to show up to work.

On top of disrespecting my time, your store hours, and having the lack of professional decorum to apologize for being late, your employee thought it was appropriate to "demand," in a very condescending way, and with a very aggressive tone that I "pick-up" my small dog or she would "call someone to address the situation" or "refuse" service. Why did she feel it was appropriate to threaten to "call someone" to address a "situation" that was not an issue? What about me or my dog was so threatening? For the record, your stores claim to be "dog friendly," and my dog was doing nothing wrong.

What's ironic about the entire situation is that the purpose of my visit to your store was drop-off 2 packages for amazon, a transaction that should have taken less than 2 minutes, but instead, I lost a significant amount of time watching your employee pick up the phone to call someone "to report" me. What part of any of what I am describing was necessary?

It is impractical for me to "boycott" UPS since I have no control over what carrier is used by merchants I do business with, but my hope is that you take the appropriate steps help your employees understand how to deal with people, to be accountable for their actions, and to avoid unnecessary and unreasonable confrontations. I refuse to be bullied in n my neighborhood.

It is also a good idea for your employees to consistently respect the business hours that are published for your stores. By the way, I encourage you to take a look at the reviews posted on google for this store, this same employee appears to be a problem. Whom ever owns this store needs to take a business management class and train those employees how to be respectful and...

Possibly the worst UPS store in Manhattan. On Saturday, I dropped off an Amazon return. I (politely) asked the employee if she could please dispose of the small shopping bag I brought my returns in for me. She looked at me with a blank stare. The other employee there said there was a trash can on the left. He was referring to the municipal trash can outside. I've never had a UPS store employee refuse to dispose of a clean paper bag, but whatever. I didn't care about the refusal. It's the tone he took.

Today, I needed to drop off another Amazon return, along with a package I was sending to a colleague. Same two employees. The female employee scans my Amazon return. No issue. Then, after scanning the mobile code for my colleague's package, she asked, "is this the box that it came in?" Having never encountered this question before, I ask, "Is there a problem with the box?" It was a brand-new box from Staples, so I was genuinely perplexed. Instead of answering, she repeats, "is this the box that it came in?" I don't know if she just isn't familiar with customers who package their shipments and then go into the store with a mobile code for the label. So I try explaining, "this is just package that I'm sending. Please let me know if there's a problem with the box." The same guy from Saturday says in his usual rude tone, "bro, she just wants to know if this is the box that was sent to you because people aren't supposed to reuse boxes. Don't take it personally, bro." I responded by saying, "I'm not taking anything personally. This isn't a return. I've never been asked this question before when shipping something. So, I just needed to know if there was a problem with the box so I can fix it."

That guy has been working here for a while. Always rude to customers. This store gets business because this area has very few resources. No FedEx, and the post office is too far of a walk. It's a shame the UPS store on W 181st street, just off Fort Washington, closed. Otherwise, I wouldn't go here. But this particular store is the only game in town. So we have no choice but to continue dropping our packages off here. Thankfully, I pay for my labels online, so they're not getting actual business from me. I'll start printing my labels in case they decide to start...

Employee Failed to Scan My Package – UPS Needs to Act

On Saturday, July 14, I came to this location with a prepaid package, which typically allows a customer to skip the line and drop it off in a designated area. I asked Josh, an employee, where I should leave it, but he insisted I wait in line for a receipt. I explained I didn’t need one and asked if it was required. He replied abruptly: “You don’t want a receipt? Someone could take it and you’ll have no record...” (No store-specific policy was cited). I responded, “I have tracking info, it should be fine…unless you plan on taking it?” The employee then rolled his eyes, took my package and set it aside without scanning it.

Two days later, tracking still showed no scan at the store. When I returned to ask about it, the same employee remembered me but couldn’t confirm if it had been scanned or where it was—leaving my package vulnerable to loss or theft. With little time before my shipping deadline, I decided to replace the item, reprint the label, and reship from another location. While not a high-value item, the delay did cause me to miss the deadline. The original package was never found.

Why This Matters: UPS policy (per their website) allows prepaid packages to be dropped off without a receipt unless a specific location has stricter rules—none were posted or mentioned here. Negligence. Even if scanning was delayed, the cashier should have taken ownership of securing the package and completing the scan later. Unprofessional tone. Whether well-intentioned or not, the employee’s aggressive approach escalated a simple interaction.

UPS Should: • Clarify drop-off policies at this location to avoid confusion. • Retrain staff how to communicate drop-off policies with customers. • Take immediate action to address the employee’s hostile behavior, ensuring they understand such conduct will not be tolerated

Bottom line: I’ve reported this incident to UPS corporate and encourage others with similar experiences to do the same. I hope this review serves as a warning to other customers and prompts UPS to address this...