The UPS Store — Local services in Surf City

Second update. After several calls to UPS Customer Relations, they informed me that our local UPS store was not responding to their inquiries on this whole situation and were so apologetic to this stores lack of support and deceit, they are sending me a check for the full value of the suitcase and total shipping cost without me having to file my own claim, just took my word on it after all I've been through with them. Good on you UPS headquarters, so thankful, but I will never step foot in that store again, I'll drive to Wilmington just to avoid these awful people.

UPDATE!! SHAME ON YOU, OUR LOCAL UPS STORE!!! LIES, LIES, LIES! I just talked to UPS headquarters. MY CLAIM WAS NEVER FILED IN THE FIRST PLACE!!!! ARE YOU SERIOUS!?!?!?!...Why would you lie, deceive, and then avoid a paying customer about a legitimate claim?

I hate that I have to give even one star. Back in May, I had to ship my moms suitcase to RI. I asked her the store clerk if I needed to pack it in the box that I had in my car. She said no, they just put the shipping label right on the suitcase. My mom received it with a huge gash in it, and it's a very hard shelled suitcase. No blame to the store, somewhere along the shipping it had to have been in a serious fumble. I filed a claim with the store and provided pictures. 6 weeks go by and no response. I talked to the store manager, who was very polite and understanding, surprised that I was not informed that my claim had been denied due to improper packaging. She said that she would resubmit it "BUT...THIS TIME" she would let them know that I was told there was no need to put it in a box by the store clerk. She said that usually the second claim sticks. I was thankful, she was understanding and helpful, assured me she would let me know as soon as a response was made on it. Again, I had no blame on the store itself, everyone has been friendly. Now several months later, again, no one has updated me on this second claim either. I started calling them several weeks ago to get a status and my calls kept going to a "No one can answer your call right now" message after five or six rings. I pretty much tried to call every day with no answer. Very strange, I started wondering if they changed their number, or were my calls now getting screened, why? I finally was able to walk into the store today. As soon as I walked in the door I made another call to them to see what would happen. There was a phone on the counter to the right of me in it's cradle that was facing the door. I saw my name and number show up on the caller ID. At the same time, the clerk behind the counter picked up another phone handset behind her, looked at it, and looked surprisingly at me, looked confused and then back at the handset a second time. I hung up and knew right then that I was in fact being screened. I asked her why they were not answering my calls and she claimed that was the first time I called. I can supply a call log. I asked if the manager was in and was told that she would be off til next week. Thanksgiving week with black Friday weekend? That's odd? Then I asked for the store owners phone number, they were not allowed to give that out, very understandable. I myself was confused because not once did I harass or show anger about the situation. I completely understood that the damaged suitcase was not their fault, and I felt like the store manager was doing absolutely everything she could for me, my only complaint would have been lack of communication at this point. Catching them screening my calls with no explanation is so confusing? If my second claim with that better explanation was refused again, just tell me!!??? Why avoid me? I would have accepted a second refusal and been done with it. But the obvious ignoring me for no reason is absolutely unacceptable and disgraceful. This is the first time I'm angry about that stupid,...

Good afternoon, every time I visit the store the associates are so helpful. They're willing to help explain the processes to me for the different services that they provide. Each experience is great. They're so kind enough to converse with you a bit on the side while they're processing your work to make things so much more fun, flow well, and easier. I wish I had everyone's name. The person who stands out the most is Phoebe. Phoebe's always there to help provides excellent service, always has an answer to my questions, is super timely, and definitely goes above and beyond to help with everything I need and others (I observed). I'm grateful to have a wonderful experience each time.

Again, I wish I had every person's name to say thank you including the surfer girl with the long hair lol, the lady with the red hair and the lady who wears a braided bun lol but I figured I'd start with a positive review for Phoebe at least. I'm new to the area. I appreciate the employees always making me feel so welcomed, safe and taking time to assist me. They're very efficient thank you....

Review sent via email:

I stopped in today for the first time. I had to email some pages because my scanner at home was not working. I had the PLEASURE of working with Michael. This gentleman was incredibly helpful. Took the time to help me as I have never been to a UPS Store before. He answered all of my questions. I was about to leave and I noticed a Star Trek picture on the wall, and I asked him about it He explained that he had printed it out. I asked if he could make me one. He did. Now my purchases today did not amount to about $10.00. But you have made a fan of The UPS Store for life. I travel a lot for work and I will utilize your services where ever I go because of this man and the time he took with me. Customer Service seems to be a thing of the past, but not today. Michael was great and should be commended for his work ethic. I would hire him if I had a company. You have a good man there. The lady at the register was also nice to deal with, I am sorry I did not get her name.

Thank you for the great customer experience today.

A Forever...