The UPS Store — Local services in Petoskey

Update: After many frustrating phone calls to UPS who DENIED the claim (see the photos!), the store owner, Nathan, wrote us a check for the shipping and insured amount and said that he would deal with corporate UPS. He apologized for the whole experience and was very gracious. Our initial experience in the store, with the managers, was still a really terrible customer service experience. But I’ll update to two stars. Thanks Nathan.

The worst customer service I have ever experienced. In June, a friend delivered an Angel Cremation Urn to them for the “Pack and Ship Guarantee” and overnight shipping. Cost was not a factor - we would have paid anything to get the urn to us safely in time for the funeral. For $220, it did arrive on the day (not the time) promised, but not only was the box smashed flat, but the packaging inside was completely insufficient to protect any kind of statue or art: a little bubble wrap taped around the statue and some brown paper in the box. Not nearly enough to cushion the statue. The urn arrived 2 days before the service with the head broken off and a big break in the base.

I filed a claim with UPS, and after 3 weeks was told they were waiting on paperwork from The UPS Store in Petoskey. I went to the store with photos of the damage and the claim. Not ONCE did the managers express any kind of sympathy or apologize that the urn was broken. All they did was to repeat that it wasn’t their fault, and that UPS corporate would pay the claim. One manager wouldn’t even look me in the eye.

Things get damaged during shipping, that is why there is insurance. But first, the employees of THIS store should have done a better job packing the statue, or recommending an upgrade to their “standard” packing when they saw what the item was, and second, they could have shown some humanity and recognized that no matter what, UPS is at fault and apologized and expressed sympathy. You know, basic human decency.

Hopefully they will follow up with “corporate” and get the correct paperwork filed. The ball is in...

Last week I went to a big box store that specializes in copier and ink services. I needed to get copies made and laminated for a flyer I had made for my missing dog. I went into said store where I had to wait until somebody came from out of the back to help me. The employee came out (seemed like either a Manager or assistant Manager) with a rude look asking if she could help me. I explained to her what I needed and she proceeded to tell me that paper I had used was all wrong, basically my flyer was wrong. She then looked at me, still being pretty rude, and said it would take 1 hour to copy and laminate 10 flyers. The way that employee treated me made me feel horrible on top of already feeling horrible about having a missing pet. I told her no thanks and headed to The UPS store.

When I got there, I explained to the Employee (his name was Wade) what I needed. He too said my paper was to long but instead of being rude he said “we’ll make it work”. He then started laminating the copies and told me it would take 15 minutes. 15 minutes, not an hour! While waiting for my flyers other customers started commenting on my lost dog and giving words of support. When the flyers were done I asked how much the total was. He said not to worry about it, to consider it a donation and wished me luck in finding my dog. One of the best Customer Service experiences I’ve ever had!...

AVOID THIS LOCATION! Horrendous customer service and management. My husband sent a package from this location and the person who helped him sent the package from the guy behind my husband in line to the recipient of my husband's package. When my husband alerted the employees of this store of their mistake they were incredibly rude and unhelpful. They offered no apology for their mistake AND expected my husband to solve their issue. This morning my husband found out that they charged HIM to send the package back to the UPS store. When he went in for a refund the employee who made the mistake was still incredibly rude and unhelpful. It appears that he was trying to hide his mistake. This is completely unacceptable and infuriating. The customer should not be left to fix the mistake of an employee, LET ALONE pay for it. I am extremely displeased with the way this was handled and how my husband was treated. He was nice enough to let them know that they accidentally sent someone's package to the wrong person and he was met with hostility. I do not this this is behavior that UPS as a corporation...