The UPS Store — Local services in Richmond Hill

What an unfortunate experience. I swore off this particular location after several previous bad experiences but decided to give another chance. I profess I will never walk into this particular shop again. Not only did they make an error and leave it in my lap, they then proceeded to dismiss my customer need(s) and proved to me that this location is worth a middle finger at best. To recap their pathetic $6 loss that will turn to hundreds and hopefully thousands, I purchased a mailing tube (3"x42") at 3:46pm 8/12/25. Less than 24 hours later, while comparing it to the canvas I needed to pack into it, I realized it was over a foot too long. I went back to the shop for a return or exchange. I didn't even finish speaking before I was cut off with a firm, rude, authoritarian stance: NO! We don't do returns on any mail boxes". I don't have a problem with "no returns". I have a problem when an employee doesn't listen or understand the full needs of a customer before they take a false position of power, the only power this woman will ever have in her life. Employees did not mark that there are no returns for mailing tubes. It's great to "stand by your policies" as though a policeman, but seemingly only when it works on their dime. Too bad. They lose my business forever (hopefully yours too). In this location, you are never a person but only a dollar sign. Every time.

Their lack of inadequate information wasn't my mistake: it was their manipulation. I was seeking an exchange for the product at its end; but the exchange now is that they are the loser and I have other options. What's SUPER GREAT about this situation is that their employee yesterday mischarged me for the tube so the company lost money anyway! I was charged $5.69 for a 2x24 tube but I purchased a 3” by 42” tube. I told him yesterday, "I think you made a mistake and didn't charge me enough". The tube I bought stated "$9.19". He said, "No, I don't know why they put that price on there" (on the tube) and he proceeded to finalize the sale. My final price with tax was "$6.15." I noticed this just as I was reviewing it in my car before the return attempt. The shop was very busy during my purchase so in hindsight, the employee was probably too flustered with a long line and trying to be efficient, must have hit an incorrect button on the register and missed the fact that he mischarged me.

So the moral of the story is, this shop's GREED not only lost profit on a sale due to an employee error for my benefit, they lost future sales too. Worse, I was going to bring this charging mistake up during the return process so they were aware of it. Being I expected the new smaller size "exchanged" mailing tube to be about the $6 price, it would work out relatively even as a positive customer-business exchange. But NO. Instead, I got superiority.

I'd like to thank this UPS employee for her firm stance and lack of listening skills; and the bad management for the signage errors caused by manipulation or inadequate skills for this glorious opportunity! Not only do I get to be fully honest "in writing", I also get to help others find a worthy printing and mailing center they deserve (Mailbox Cafe on Barnard and Henry are super helpful, kind, accommodating and treat you like a human not a dollar sign) AND I saved money on a tube they under charged me for but I'll find a way to work for me. THIS UPS LOCATION ALWAYS HAS BAD EMPLOYEE ATTITUDE with strict and stupid policies and has consistently shown they are run by inadequate staff and ownership with low moral character. This hasn't been my first bad experience but it's my final one because I’ve finally sat down to publicly call them out on it. I sincerely hope I can convince a smart group of customers to never hand your hard earned money to this specific location on Exchange St. But hey, maybe I got unlucky and just had an employee who needed to use her voice for a level of power she can't find anywhere else. That’s fine. I get to use my voice too and my dollars will fund quality businesses....

I never post reviews, but feel it is worth my time to let others know how bad this place really is. On four occasions I attempted to conduct business with this establishment and failed because their system was updating and was told to come back. On another occasion, I sent files via email to be printed (blueprints) only to find out they would not print them until I was in the store. Upon arriving at the store at 5:35 PM I was told they did not have time to print them. I was the only customer in the store and asked what was preventing them from printing the files for me. I was told it took a long time (10 minutes per page) and that each page had to dry before they could deliver the final product. I explained to the lady that I had in fact had the same files printed the day before and that the lady rolled them up immediately after coming off the printer (no drying time required). I also informed them that the previous day it only took 3 maybe 4 minutes per page to print and that we had an hour until closing. They still refused to start the job and told me to come back the next day. The bottom line, this is not a small business friendly group of people. If you want to hand a package over the counter and ship via UPS you should be okay as long as you can put up with the attitudes and lies. Finally, I asked to speak with the owner and was handed his business card. I own several businesses and can assure you that if a customer asked to speak with me our employees would have made sure I received the customers contact information and I would contact them. My only purpose in wanting to speak with the owner was to help him improve his business. Apparently, that is not important to this owner. Our business spends $600 to $800 per month on services offered at this location. Due to the nature of our business, that number increases to more than $2,000 in the months of January and February. One thing for sure, we will not use this business for any of our needs...

Man, I try my best not to write bad reviews about local businesses, but man!

I’m sitting here watching people drive away because they’re supposed to be open and they’re not.

They’ve lost a laptop we shipped (and ended up paying the insurance amount, which was less than the value of the laptop, even though THEY themselves lost it!)

When they are here, there seems to be a bad energy from the manager down to the employees.

I live in Richmond Hill but it looks like I’m going to drive all the way to Pooler to ship my stuff from now on.

If anyone is looking to start a business, I have a winning idea: open a shipping store that opens when they say they will, doesn’t lose stuff, and be decent to your customer. It’s a pretty low bar that this place just can’t seem to achieve.

Reply to owner's comments below: No, UPS didn't lose the laptop, YOUR store did. You mixed up labels and shipped my laptop to a Comcast store, and instead shipped my employee a modem. We have a reimbursement check for the "insurance" amount from your store, not UPS. Well below the value of the Macbook.

So no, this wasn't UPS's fault, it was yours. If the place didn't feel so negative and I didn't wait for the store to open on time more than once, it wouldn't be a big deal, but man... it's just the combo of...