The UPS Store — Local services in San Marino

One star for misleading marketing and poor customer service.

I shipped a package of perishable items the morning of 12/23 under the “next day air saver” program. The assumption was that the $70 shipping fee would expedite delivery of this 2.2 lbs package 400 miles. Branch representative Ruben cautioned me that it “might not arrive until 12/26,” which would still have been better than the estimated standard ground delivery date of 12/29.

In reality, the package took 10 hours for the label to be printed and three business days (5 calendar days) to be shipped, arriving finally on 12/29.

I contacted customer service to request a refund as I paid the overnight delivery rate whereas the package was delivered under the standard ground time frame. The customer service representative said he would look into but then claimed the package was dropped off 12/28 and could not explain what happened between 12/23 and 12/28. He said it might have to do with covid shipping regulations and advised me to contact the branch where I dropped off the package. I contacted the branch and was told by Ruben that “we make no guarantees” as to delivery time frame and that he would check with his manager the following week regarding a refund. After calling back the following week Ruben again reiterated that because of covid there are no guarantees and that air shipping packages do sometimes arrive later than packages shipped by ground.

While I understand that the covid pandemic has profoundly impacted shipping among other aspects of business, I do not feel that advertising “next day air saver” without a clear disclaimer about possible delays as long as five business days or Ruben’s claim “it might arrive by 12/26” constitute honest business practices. And furthermore, I would expect the staff of a company dependent on consumers like you and me to place more emphasis on reconciliation and sympathy rather than absolving themselves of fault (“contact the branch”, “we make no guarantees”, “you’ll need to wait for the manager...

Pretty decent UPS store, I don't know how many different things there could be about a UPS store, but I'm giving this place 3 stores just because although they are adequate, parking and service seem a little lacking.

There's a small parking lot in the back for this UPS store, but because it shares it with a starbucks and a few other businesses, you'll find yourself unable to find a spot most of the time :(. There are also some spots along Huntington Drive near the UPS store, but you'll often run into the same problem, and make sure you're careful! Huntington can get busy!

Other than that, I've almost always had to wait for a few people to get taken care of when I come here to send things out. They are great at their job, it just seems like it's such a small store and so few people are working here.

So if you need to send something out, feel free to come here, but be prepared to wait...

Vincent and the group at UPS store 2275 in San Marino, worked a miracle for me. The problem was how to get a 6'x 4' framed Chinese embroidery to my house in Atlanta, in the least expensive way. Vincent personally picked the piece up from the auction house, and then carefully removed the frame. This made the piece lighter to ship, and reduced the cost. No one else was willing to do this for me. If I were to ever ship anything else from San Marino, I would go immediately to UPS store 2275. You can not get better service!! You San Marino folks are so lucky...