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Gloria CentofantiGloria Centofanti

I own/operate a small custom wedding cake business. One of our nephews lives in Sacramento and was planning to get married in September. I wanted to gift him and his bride their wedding cake. Because of time/space limits, I knew I could not create the cake in Sacramento. Rather, I would need to bake/fill/frost the 3 tiers here, freeze them, and ship them. There, I would assemble the tiers/handle the final touches. On 2 prior occasions, I shipped single-tier cakes via UPS Next Day Air. Each time, they arrived on time, even though there were minor damages. To ensure the least amount of damage possible, I packaged each tier in its own box and cooler, with frozen cold packs, and packed them in a way to absorb shock. To ensure minimal damage, it was imperative to have the coolers delivered in less than 24 hours. After 24 hours, the tiers would start thawing, which would greatly impact the stability of the tiers and increase the probability of damage. Thus, I paid for "Next Day Air Early Delivery". I dropped off the coolers at 3:32 pm on August 29. The cashier explained that they should arrive prior to 8:00 am in Sacramento the following morning. At 7:30 am on August 30, I entered each tracking number and was horrified to see "Delayed" for each of the coolers!!! As soon as the UPS Store opened, I called and spoke to James, the store manager. I asked what that message meant, and asked 'where' the coolers were! He was very pleasant and helpful, but he said there is no way to determine where they currently were, and until another entry was made for each tracking number, he would not be able to tell me anything. I said I would like to start claims on the three shipments, but he said it was not possible to start the claims until the coolers had actually been delivered. Around 6:00 pm that day, the on-line status was finally updated. The three coolers were in Sioux Falls! I followed the tracking all evening, and the coolers were transported to Kentucky (which I believe is a hub for 'Next Day Air' packages). First thing the following morning (August 31), I again checked the status. They were now 'out for delivery' in Sacramento. I called my sister-in-law there, who was waiting with baited breath for the delivery. She would in turn place the three tiers in her freezer and keep them until I arrived the following week for her son's wedding, at which time I would assemble the cake, etc. Around 7:30 am--one entire day late--the three coolers did arrive. She saw that the side of one cooler was cracked. I asked her to open each cooler and take out each cake box. Attached are some photos she took of the damage. If the tiers are kept frozen (e.g. via NEXT DAY AIR), any damage would be minimal. Big problems begin, however, when the tiers begin to thaw, and that is exactly what happened, as the delivery was one entire day late. I PAID for Next Day Air, NOT 2-Day Air. I again called James at the UPS Store, and he said he had already created the claims. He verified my information and said he expects I will receive a full refund in the mail. For 2 of the tiers, there was superficial damage. But the largest tier (in the cooler that was cracked during transport) must have been dropped or struck with force--it was knocked completely off its foundation. I was concerned it was not structurally sound, so I created/paid for a 'dummy' tier in its place. It is now 3+ months later, and I have not received a refund!!! I have called & spoken with James numerous times, and he doesn't seem to have any answers. This is an unacceptable way to do business!! I paid for a service that I did not receive. I will never use UPS again! I am revising my "stars" due to James response to my initial review. James coordinated efforts with UPS corporate, and today I received a check for the full refund. Even though it has taken awhile to receive this refund, my expectations were met, and James was extremely professional and helpful, as well as a great listener during this process! Thank you James--I'm a satisfied customer!

Team Ultimate Exposure William & BugTeam Ultimate Exposure William & Bug

So we had to bring some returns over to the UPS store and these people were so helpful there . The young man James took his time to help us figure out the label on top of that he even fixed my IPhone while we were waiting on Amazon. Best service we’ve ever had from a drop off store.

Reviews of The UPS Store

4.6

(49)

5.0

3y

I own/operate a small custom wedding cake business. One of our nephews lives in Sacramento and was planning to get married in September. I wanted to gift him and his bride their wedding cake. Because of time/space limits, I knew I could not create the cake in Sacramento. Rather, I would need to bake/fill/frost the 3 tiers here, freeze them, and ship them. There, I would assemble the tiers/handle the final touches. On 2 prior occasions, I shipped single-tier cakes via UPS Next Day Air. Each time, they arrived on time, even though there were minor damages. To ensure the least amount of damage possible, I packaged each tier in its own box and cooler, with frozen cold packs, and packed them in a way to absorb shock. To ensure minimal damage, it was imperative to have the coolers delivered in less than 24 hours. After 24 hours, the tiers would start thawing, which would greatly impact the stability of the tiers and increase the probability of damage. Thus, I paid for "Next Day Air Early Delivery". I dropped off the coolers at 3:32 pm on August 29. The cashier explained that they should arrive prior to 8:00 am in Sacramento the following morning. At 7:30 am on August 30, I entered each tracking number and was horrified to see "Delayed" for each of the coolers!!! As soon as the UPS Store opened, I called and spoke to James, the store manager. I asked what that message meant, and asked 'where' the coolers were! He was very pleasant and helpful, but he said there is no way to determine where they currently were, and until another entry was made for each tracking number, he would not be able to tell me anything. I said I would like to start claims on the three shipments, but he said it was not possible to start the claims until the coolers had actually been delivered. Around 6:00 pm that day, the on-line status was finally updated. The three coolers were in Sioux Falls! I followed the tracking all evening, and the coolers were transported to Kentucky (which I believe is a hub for 'Next Day Air' packages). First thing the following morning (August 31), I again checked the status. They were now 'out for delivery' in Sacramento. I called my sister-in-law there, who was waiting with baited breath for the delivery. She would in turn place the three tiers in her freezer and keep them until I arrived the following week for her son's wedding, at which time I would assemble the cake, etc. Around 7:30 am--one entire day late--the three coolers did arrive. She saw that the side of one cooler was cracked. I asked her to open each cooler and take out each cake box. Attached are some photos she took of the damage. If the tiers are kept frozen (e.g. via NEXT DAY AIR), any damage would be minimal. Big problems begin, however, when the tiers begin to thaw, and that is exactly what happened, as the delivery was one entire day late. I PAID for Next Day Air, NOT 2-Day Air. I again called James at the UPS Store, and he said he had already created the claims. He verified my information and said he expects I will receive a full refund in the mail. For 2 of the tiers, there was superficial damage. But the largest tier (in the cooler that was cracked during transport) must have been dropped or struck with force--it was knocked completely off its foundation. I was concerned it was not structurally sound, so I created/paid for a 'dummy' tier in its place. It is now 3+ months later, and I have not received a refund!!! I have called & spoken with James numerous times, and he doesn't seem to have any answers. This is an unacceptable way to do business!! I paid for a service that I did not receive. I will never use UPS again!

I am revising my "stars" due to James response to my initial review. James coordinated efforts with UPS corporate, and today I received a check for the full refund. Even though it has taken awhile to receive this refund, my expectations were met, and James was extremely professional and helpful, as well as a great listener during this process! Thank you James--I'm a...