I have never encountered a more rude, unprofessional, and unpleasant person as the owner and manager of this UPS store, Nevine Ayad.

We recently ordered a guitar for my son's birthday. The music store recommended we have it delivered to The UPS Store nearest his home in Pasadena for security purposes. Unfortunately, and unbeknownst to us, the store (located in Virginia) inadvertently shipped it using FedEx. When we received a notice that the guitar had been delivered, we told our son he could pick it up at Ms. Ayad's store. Five minutes later, he called and said that a very rude woman in the store told him that no package for him was there and that it had to be picked up directly at FedEx. Since we had the shipping invoice and tracking number from the music store, we decided to speak to her directly on the phone to determine what was going on. Her first response to us, straight out of the gates, was to yell at my wife and me: "How dare you use FedEx to send a package to a UPS Store! Are you crazy?!"

When we tried to determine what was going on, and more importantly, how to resolve the problem (which was confusing to us), she said in an even more elevated, agitated tone that it wasn't her problem, that she had refused the package (in reality she HAD signed for it, leading to further confusion with FedEx), that it was no longer at her store nor her problem (this turns out to have been a lie, more on that in a bit). I assured her that with her attitude and rudeness she could be assured my son would never again visit her business, nor ever use a UPS store. She spat out, "Fine, great, whatever," and hung up.

When we called FedEx the next day, to our astonishment, they informed us that the guitar was indeed still at the store. As, it turns out Ms. Ayad had one out the next morning and waved down the first FedEx truck she could see and insisted they take it, creating further confusion as now no one knew where the package was. (It was eventually found and delivered to my son by extremely helpful, kind and empathetic FedEx folks.)

This is the thing that most upsets us the most: With my son physically in her store last night, excited to receive his birthday present, Ms. Ayad purposely lied both to him and us about not having his package. In fact, she did, by her own admission to us today that it was only returned by her this morning. She could have given my son his guitar as a courtesy and as a gesture of good faith -- you know, what smart business people generally try to do to grow their customer base -- instead, she blatantly lied and treated our son, and us, like dirt. She could have even tried to sell him the service of a mailbox so that future packages could be easily delivered to her store!

But, no. Instead, for reasons we shall never understand, she chose belligerence and hostility.

When I called this afternoon to share these sentiments with her and to try to understand how she could possibly think this was good business practice, she again started screaming and said she didn't care about my son or me and that if I ever called her again she would sue and call the police (which is most amusing considering I reside in VA), then hung up.

Why anyone would voluntarily deal with such an unpleasant, unfriendly, vitriolic person as Ms. Ayad is beyond me. She's the antithesis of friendly customer service. Not only did she alienate my son from her business (and everyone who'll hear about her from us), she managed to turn our entire family away from stepping foot in a UPS Store -- a point I intend to share with the UPS Store's corporate offices on Monday.

If you must use a UPS Store (I'm certain not all owners are as disagreeable and unhelpful as Ms. Ayad), a quick review of other locations in Pasadena shows several other highly-rated, customer-oriented stores. I'd highly recommend, for your own sanity and lowered blood pressure, you give them your business instead of this horrible person and...

Update: 04/04/2024 Customer service has greatly improved. Lucky to have this location near me. 5 stars.

Update: 03/14/24 Went in today, and received great customer service from Victor. I'd like to highlight Victor and Nathalie as two of the best employees at this location. I'd recommend either of them to train the other staff members on customer service. They go above and beyond for the customers and make sure you are taken care of. 4 stars from 3 stars.

03/12/24: I have been to this location more than a few times, and I held off on reviewing it to give them the benefit of the doubt.

While I understand working at UPS is not the happiest way to spend your time, the majority of the staff seems upset to be there.

More than once, while I was being helped, staff openly had conversations about customers calling them dumb and things of that nature.

I do want to mention that some of the staff is cordial and seems to enjoy helping customers. Moreover, they offer a variety of services and have packing materials for sale in case you need it.

I will continue to come into the store and update my review over time. I notice the owner of this location responds to reviews with feedback and comments. I am hopeful that I will be able to give this location 5 stars in the near future.

In the interim, I am leaving this review while being as objective and unbiased as feasible, having only made first-hand observations known through this review and not calling out individual...

I've been visiting this UPS location for about two years. During that time, I’ve had several unpleasant interactions with the female manager, which I initially dismissed as personal perception. However, on my most recent visit, I witnessed her speaking in a loud, commanding tone to two Asian ladies—similar to how she had treated me in the past. Despite a long line, when it was finally my turn, she skipped over me and called the customer behind me to the counter without any acknowledgment or explanation, even after I raised the issue. To be fair, the other staff members at this location have consistently been professional and helpful. However, the manager’s behavior reflects a pattern of poor customer service and a lack of...