The UPS Store

Reviews

• IH

  Ian Hoag

  Jul 28, 2025
  1.0
  UPS as a company is completely unsatisfactory! My package was last tracked at the UPS "Facility" in Middletown, PA 14 days ago. To submit a claim, the UPS website requires codes that were not provided by the UPS store where I shipped the package (Murray, UT). Thus, the website suggested I contact the "UPS Access Point" where I shipped the package to start a claim. The UPS Access Point manager said his store is a franchise and he does not have access to UPS's claims system, nor could he give me the ID codes needed to submit a claim on the UPS website. There is no publicly available phone number for UPS corporate, nor for the "facility" where my package was last tracked. So, the only way to try to get someone to look for my package where it was last tracked is to start a claim with the franchise location, who also seems to have no way to contact the UPS facility where the package was last tracked. I started a claim at the Access Point where I shipped the package on Friday. I called back on Monday to follow up but was told the manager who took my info wasn't available, and that claims can take up to a month to be resolved. I used the UPS website's Virtual Assistant to request a phone call. The call-back Agent repeated what the website and the Access Point store manager told me: the claim has to be filed at the Access Point store and I can only follow up with them, and there is no way for the manager, the agent, nor for me to directly contact the facility where my package was last seen, to ask someone to go look for my package. UPDATE, in response to the owner's response. I find the excuse of shear volume disingenuous. So far, the local store manager, another employee at the local store, a call agent, and the local store owner have taken time (cost) to respond to my request. If the initial response had been to have someone go look for the missing package based on where it was last tracked and where it should have been tracked next (I expect the tracking system has a lot more detail than what's ppsted), then I would have been satisfied in about 30 minutes of labor. And, if the volume is so high and my package got lost, there are probably a bunch more people wanting the same service. Thus, the time (cost) for a person to go look for my lost package could probably be divided among multiple customers wondering why their packages' locations hadn't updated.
• JA

  Julie Angela

  Jun 24, 2025
  5.0
  Pleasant and efficient customer service agent
• LF

  Loretta Fonseca

  May 27, 2025
  5.0
  I'm always greeted with a smile and kind words .
• AJ

  Ashlee Janczak

  Oct 8, 2023
  1.0
  They charged me to box Amazon purchases even though the app says UPS will pack and ship my returns. I won’t be returning to this location which is unfortunate because they had always had great service before.
• TT

  Tyler

  Dec 19, 2020
  1.0
  Had an Amazon drop and pulled up shortly after 4pm. People in the store but door was locked. Employee unlocked door and said we’re closed. Proceeded to close and lock door. An Amazon return might take 30 seconds, great customer guy. Will be driving the other nearby UPS location in the future.

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