The UPS Store — Local services in Rowley

Giving 3 stars due to the service I received by the particular gentleman working the evening I was there. I surely hope that the rest of the staff has better behavior and manners, as this man lacked tact, kindness, friendliness, you name it. And I am sincerely a very laid back, easy going person, so it is very difficult to insult me. Anyhow, I went to this facility to drop off a package for delivery, as one might do at this type of establishment. When I entered, the man behind the counter was on the phone. I did not want to be rude, so I simply waved as I walked in and looked behind me at the different things the store has to offer. I hear a loud "ma'am", but assume that the gentleman is addressing the woman on the phone. Once again, only louder and angrier, I hear the gentleman say, "MA'AM!". A much friendlier employee who was loading the truck, I believe, leaned over and said, "I think he's talking to you". I turned around and apologized, but came to notice that the employee was still on the telephone during the transaction. I said my pleasantries, "good evening, how are you?". His response? "Put it on the scale". Okay..... No introduction or welcoming, I guess. He then hands me a decent size label sticker (I'm not sure what they're called, I very rarely mail packages and this was an easy prepaid and labeled one to Amazon). Anyhow, he hands me this sticker and I awkwardly stand there for a moment waiting to find out if I'm all set, or if I need to sign anything. Note, during this time, the employee resumed his conversation (also in an unpleasant tone) on the phone. He looked up at me and simply said something along the lines of you can go, you're all set. I said thank you, wished him well and to stay safe, and still nothing.

So let's review, shall we? No greeting, poor manners and terrible customer service skills, deemed it appropriate to carry out a telephone conversation while helping a customer, terribly unhelpful, and no pleasant goodbyes/have a nice day/etc. This particular gentleman certainly requires retraining in regards to customer service practices. I understand that right now is a particularly difficult and tough time. Being a frontline worker is not an easy task. I am a nurse. I understand. But no matter how tired or how tough your day has been, you leave it at the door and put on a smile. Heck, you don't even need to smile since the mask covers it! You literally get a free pass on that aspect. Just. Be. Polite! It's common sense and common decency.

BEING KIND SHOULD NOT...

I recently received some paperwork via UPS overnight service. The company that I needed to return the paperwork to provided me with a return shipment label but no return envelope. My UPS driver said that he didn't have any on his truck but told me to run up to The UPS Store in Rowley and I could get envelopes there no problem. So I drove up to Rowley to The UPS Store and told the man behind the counter that I needed a UPS overnight envelope so that I could return my paperwork. I also told him that I already had a return label. He told me that they don't give out UPS envelopes. What?! how am I supposed to utilize the UPS overnight service if I cannot get an envelope? He told me that it was only for their customers that shipped from that location. I told him that the paperwork was back in my office along with my shipping label and that I was planning on dropping it at a UPS drop box. He told me he couldn't give me an envelope! A basic understanding of business would tell you that without envelopes you are not going to be shipping many items and it is not a good way to run a business. This simple concept seemed to be lost on this person. Imagine having a customer who wants to do business with us with you and you tell him no. Unbelievable! I will never use UPS for my shipping needs. FedEx has never let me down and has plenty of envelopes.

I hate to have to say this but the Rowley UPS Store has the worst customer service I have ever experienced. Avoid.

In response to UPS Store (owner) - I was instructed by the UPS driver to "run up to the Rowley UPS Store, they have plenty of envelopes there." I assumed that based on the driver's instructions to do so, it would not be an issue. To my surprise it was. If I go to a FedEx Kinko's store, I can easily get a FedEx envelope. Envelopes = revenue for the business. Since I could not get an envelope, I was forced to utilize FedEx. Why would UPS have their name on a business where I could not get a UPS envelope?! Strangest business model I...

I had a very disappointing experience at this UPS Store, specifically with the owner. When I originally dropped off my Amazon return, I had two items: a dress and a pair of shoes. I tried to scan the code for the dress separately, but the owner told me it was on the same return code as the shoes. I asked him if he was sure because the dress was expensive and it was very important it got returned. He confidently told me yes and that I was all set.

Later, I found out the dress was never returned properly. When I went back to ask about it, instead of offering any help or taking responsibility, he was extremely rude. He pointed his finger in my face and told me the issue was entirely my fault. He claimed I was supposed to box and label the item myself — which I was unaware of.

Most shockingly, he told me not to trust him — an incredibly unprofessional and concerning thing for any business owner to say.

If he had done his job correctly in the first place, we would have realized the dress wasn't properly packaged when I first dropped it off. Now the package is gone, and it was never labeled at all.

Isn’t it UPS’s job to ensure packages are properly labeled and boxed before shipping? I left feeling disrespected, blamed, and frustrated. I would strongly caution others to think twice before doing...