The UPS Store — Local services in Portage

If I could give ZERO stars I would! I went to this location today to return some Amazon items, and what should’ve been a 5 min Interaction turned into a 20min plus debacle due to the staffs —more specifically the store managers’ egregious behavior, lackluster work ethic/ ineffective delegation skills and extremely poor customer service. I walked in, asked the gentleman at the counter who was helping me if they could print out a label for me. He responds with a yes, while in the process of him getting the email I sent with the label, the amount of customers had doubled in size all within a few minutes. So while he’s searching for this email the store manager Kimberly Lopez tells him to take the next customer, despite the fact that he was helping me and the fact that I was already in the store before everyone else that was behind me. So in that moment I tell him to forget about the label and that I had another return that I had the QR codes for, ignoring me completely he asks the gentleman behind me what they needed and proceeds to ring him up for something. As this store associate starts grabbing my personal items and moving them to the side without asking me if that was even ok to do. I asked him what’s going on and what he was doing. Apparently he was moving my personal items out the way because they were on top of the card reader. NEVER NOT ONCE did the store associate nor store manager ask me to step aside and explain what was going on they acted as if I wasn’t even there, even AFTER I told them to forget about printing the label and that I had a different return with QR codes. In the midst of me asking why the store associate was touching my things and what was going on, the store manager Kimberly Lopez proceeded to ignore me and told the associate to continue with the customer—who was was behind me’s, transaction. After telling her how rude she was behaving and asked for the store manager she then —in a snarky manner, told me that she was indeed the store manager. So I then ask her for the general manager or store owners contact info a number or email and she never gave them to me. The whole interaction she was either ignoring me, talking over me, cutting me off and completely dismissing her poor managerial skills after I told her how subpar she was handling the situation. She then denied servicing me altogether put her hand up to —I guess my face? And said she was done talking and walked off. I then asked her what her name was and the store number. She told me the wrong name lol. I then go to my car and call corporate and filed a complaint and in this process I go back inside the store and give the store associate my number to give to the owner and I asked once more what the lady’s name was and he told me it was on the business card and it was in fact a different name than what she told me her name was when I initially asked. Needless to say I ended up going to the Merrillville location and again smooth transaction that took all of 3 minutes. No funky attitudes, no poor behavior. Just pleasant and helpful customer service. So if you want a good experience while giving UPS your business DO NOT go to the Portage, IN. location until Kimberly is actively removed or at the very least better trained in customer service and learns how to leave her personal life at the door because idk, perhaps she was having a bad day and decided to take it out on people while she’s at work. Whatever the case, the whole atmosphere of that place was off. You could CLEARLY tell no one wanted to be there that was working, they all looked miserable… it’s not hard to tell why after experiencing Kimberly...

This was one of the worst experiences I’ve ever had with custom service. The manager Kimberly was the most rude and disrespectful person I have ever come across. There were 2 packages from Amazon out in one box, was trying to figure out how I resolve that…I was getting help from another employee when she rudely interrupted and told him he was done helping me. That I’ve taken up too much time and he can’t help me anymore because it got busy. I wasn’t in a hurry and he was helping other customers as I was waiting patiently, I had no problem waiting. But she then went on to say in front of customers that it was my fault that I didn’t do the return right and therefore I should leave! I couldn’t believe it, the employee was nervous and said I’m almost finished, it was so embarrassing. The other customer were just staring in shock! I just moved here from Chicago and was so happy to have a neighborhood UPS store and now I don’t want to step back in there. It was traumatic and she made me feel awful. No one should be...

Came in today March 6th 2025 around 11am to drop off a couple Amazon returns. The kid behind the counter with blonde hair does not want to be there, it's extremely apparent. When asking if he could take my extremely small box and toss it out his response was "take it, I have a million boxes to deal with". Ok and? This is your job, bud. You definitely couldn't handle being a delivery driver for UPS if you can't even handle the boxes you have to deal with in store. Hey, UPS, let me break this down simply for you.... business will be taken elsewhere for future outbound shipments after this and i'll be taking my Amazon returns to Kohls. There is no reason I would want to or need to walk into anything labeled with "UPS" ever again. If the kid doesn't want to be there then get him out and get proper personnel for your operation. You're just as useless as USPS with the low quality staff you hire and trash customer service. People are tired of poor customer service, get an adult...