The UPS Store — Local services in Saratoga Springs

We received some medication for my father (in transit to his new home out of state) that was on ice. We took it to this UPS Store location and explained it was on ice and needed to be there next day or it would be ruined. This was a Friday. The employee took the package, printed the label, and charged us the $115.15 to ship next day air.

The next day rolls around (Saturday) and the package doesn't show up. This is the 4th of July weekend, so Monday will be a holiday as well. We call UPS and the person my wife gets says she'll try to put an emergency call into the location the package is at right now to get them to at least put it in a fridge. She was going to call back. No return call.

Fast forward to Tuesday. Package STILL isn't there until 4pm. When my father opens it and puts a thermometer on the ice pack, it registers 83 F. The medicine is ruined.

My wife goes into this UPS Store location to complain and the person she speaks to (not the same one that took the package) basically says that we should have known that UPS wouldn't deliver it on a Saturday to a rural location so it's on us. UPS only guarantees next BUSINESS day delivery, so they have done what they contracted to do (according to him). No willingness to put in a refund request or damaged package claim, just oh well, sucks to be you.

I have now called UPS Corporate and they tell me this location should have submitted a claim. They are NOT allowed to blow it off and basically say oh well. Corporate is submitting a claim against the store to force them to file the damage claim. We shall see how that goes.

Completely and utter fried with this store and their employees. Basically what I'm learning from this is if it MUST get there, don't use UPS. Maybe corporate will convince me otherwise, but right now that's my take on this...

Edit: In response to the UPS store: Your employees have zero responsibility to check dates and verify that what is showing in your system matches the need that the customer states? After all, you are the experts in your system. The user is supposed to know your shipping times and dates in all cases?

Your excuse doesn't pass the "smell test." WHY in the world would someone leave a medication in your care that they told your employee was on ice and NEEDED to be there Saturday if it wouldn't arrive until Tuesday? Furthermore, WHY wouldn't your employee point out that the date they show in the system says Tuesday the 6th?? Seems like incredibly poor customer service to me.

Then when the customer comes back in on Tuesday to complain, when your other employee (or maybe manager) is asked why this wasn't pointed out the response is "that's not for me to know." Seems like an extremely cavalier and non-customer centered reply. I would submit that your store doesn't give one moment's thought to the customer or their needs. You are only concerned about making money and then giving excuses when things don't work out. I would point to the other poor reviews here to demonstrate that it...

Ordered an enlargement print that I emailed to the store. I needed three copies of the same print. I went to the store a few hours later to drop off an Amazon return and then asked them for the print job. I was told that they hadn't started the job yet. I was the only customer in the store and I could hear 3-4 employees in the back having conversations (not including the young man helping me). I told him no problem, I would wait for him to print it. He told me that he would have to charge me a rush charge. I asked him to clarify that he would charge me $2 extra to hit print on his computer? He said "yep, if you want it right now" I asked him when it would be ready and he said 24 hours from when I sent it. I told him that was ridiculous and why he couldn't just print it now since there were no other customers in the store. He just shrugged his shoulders and another employee came up to see what we are discussing. He agreed that this would be a rush charge. I can understand if the store was busy with customers waiting, but there wasn't, so why couldn't he take the 30 seconds to simply hit 'print' while we had this conversation? This employee clearly had no desire to try and accommodate me unless I paid extra for the service. I told him that I normally go to the Traverse Mtn. UPS to have print jobs done and NEVER has it taken 24 hours to print something (they normally print it within the hour) and I am never charged a rush fee. In fact, if the job wasn't done when I went in they printed it right then while I waited the 30 seconds that it took to print it. He didn't care that he was inconveniencing me by making me return for a second time. He didn't care. They told me to come back once I got an email. The email showed up about 1 hour later.

Absolutely ridiculous that they aren't about helping a customer and being accommodating. If I hadn't already paid for this online I would have told them to forget the whole thing and gone elsewhere.

I have been reading their awful reviews here (which sadly I didn't read before today) and I have no doubt that the manager will come on here and make excuses and blame the customer like he/she has on most of the other bad reviews. I will NEVER return to this location. It is far better for me to drive the extra 15 minutes to Traverse Mt. where I know that i will be treated like my business matters to them. Ps the print quality was subpar and nothing like the print jobs that I have had done at Traverse Mtn. I know that they are all owned and operated independently but I was shocked at the poor quality print...

Dont bring amazon orders here - They lose you return orders and refuese to help. Horrable customer service. Look at the reviews, they are Paying "Local Guides" for positve reviews to burry the bad review. What random UPS store only open a few years has 482 review if they are not paying to get good ones and hide the bad ones. The Lehi store is much better, and actually only has 200 reviews. FAKE REVIEWS totally. They have to because they lose you return orders and refuse to help. Horrable customer service. They were given an item to return, scanned it into thier system, and it's not showing up at Amazon. They are unwilling to research the topic and say if I dont have proof on my side, they cannot help me. They say thier computer system, that scanned it is unable to research anything even though I offered a date/time of the drop off. They will not look up the security camera footage. They just don't care to help. They just dont give a bit of care about the customers. If you expect a refund from Amazon, dont do your returns here.

Update: They make it sound by the reply that they care...but I called them after they responded, ask for a resolution, and they still said "there is nothing we can do for you" Read the other reviews, they are almost all bad, about poor customer service, espeically on Yelp. They respond to save face, but then don't actually do anything to resolve the issue when you call them for a resolution. Just go down the road to Lehi UPS store by Roller Mills, I have been going there for years and NEVER had an issue. I went to this store once, and I had an issue, and they had atrocious customer service for any type of resolution. They refused to look at the security cameras to see if they made a mistake and lost my package despite me being willing to give the time/date of the time I was there. I will never be back. They just don't give one bit about positive...