The UPS Store

Hello AJ Nui, you should always feel confident and secure shipping with The UPS Store. If you're the sender, please contact us directly at [email protected] to report a lost or damaged package and initiate the claim process. We'll need your full name, tracking number, and other pertinent details. Please include if you declared the item's value at the time of the transaction and purchased Declared Value for that amount.If you are the receiver, please get in touch with the sender to start the claims process. Thank you.

Hi Hailey Fox, every customer should feel welcome and supported at The UPS Store. The experience you describe is unacceptable, and we understand you are frustrated. We'd like to look into this further and earn your trust in our team. Don't hesitate to contact us at [email protected] along with the visit date/time and any pertinent details of your visit so we can get in touch with you. Thank you.

Thank you so much for your kind words! We’re thrilled to hear that you found our customer service friendly and our process fast. Delivering efficient service with a smile is always our goal, and it’s wonderful to know we hit the mark for you. We appreciate your support and taking the time to leave a positive review.

Hi Phil Napolitano, thank you so much for taking the time to share your experience with us! We're thrilled to hear that Torey provided you with outstanding service during your visit. It's wonderful to know that her patience and knowledge made your visit enjoyable and stress-free. We are truly grateful for your kind words, and we're delighted to know that you plan on returning to our store in the future. We look forward to serving you again soon! If you ever need any assistance, don't hesitate to reach out. Thanks again for choosing us!

Hi Gestefano Briones, we are deeply troubled by your recent experience at our establishment, and we sincerely apologize for any inconvenience or discomfort caused. We take such feedback seriously and have conducted a thorough investigation into the matter.Upon reviewing the statements provided by our employees and the assistant manager who witnessed the interaction, it's important to clarify that at no point did our employee display rudeness, or make inappropriate comments about returning to Mexico. In fact, the employee in question is of Mexican descent herself, and her grandmother hails from Mexico. Any insinuation that she would make such derogatory remarks is completely unfounded and contrary to our company values. It is entirely against our company values and policies to tolerate such behavior from any member of our team.Our employee and assistant manager both recall the interaction differently and maintain that she acted professionally throughout the process, despite overhearing the disparaging remarks you made in Spanish about our staff members. However, we acknowledge that perceptions can differ, and we apologize if you felt intimidated or uncomfortable in any way.We understand the frustration that can arise from lost packages and the importance of clear communication in resolving such matters. Our team is committed to assisting customers to the best of our ability, and we apologize if there was any confusion or misunderstanding during your visit. Our protocol entails offering advice on how to contact UPS regarding the lost package. When we suggested that contacting UPS directly would be the optimal approach, you responded by expressing your reluctance to engage with them. Aware of the significance of the documents to you and your nephew, our associate asked our General Manager to locate the package on your behalf. Upon reviewing the tracking information retrieved from the UPS system, it became apparent that the address initially provided was incorrect and had been updated, possibly by yourself, the sender, or the recipient when it could not be delivered to the original address. We pride ourselves on maintaining the highest standards of professionalism and integrity, and we take such accusations seriously. We assure you that our team is committed to providing exceptional service and that we aim to cultivate a respectful environment for all our customers, regardless of background or circumstances.Respectfully,Ann Shaw,Operation/Marketing Manager