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• Review fromKristen B

  Date: 09/09/2023

  I experienced a hostile customer experience at 8:00am, Sept 5, 2023, at UPS Store #4431, 8843 Greenbelt Rd, 20770. I arrived when the store opened for an Amazon return. I explained to the employee that I'm a person with disabilities, I was there early because of my condition, and I might need assistance. For this item, UPS was the only option and Amazon’s directions stated bring the item in its original packaging, no label needed. To me that meant in the product packaging. I arrived with the item in a box, but the handle was exposed. UPS Stores consolidate Amazon returns into containers, so I thought I was following directions. After scanning the QR Code the employee said he couldn’t accept it because it needed to be boxed. I asked him about my options. He said he could sell me a box, but that wasn’t an option for me. I asked if he had tape available if I found another solution. He said he has complementary tape for customers. In my car I found a sturdy brown paper bag to fold and tape to the box to cover the end of the item. A quick, creative solution, or so I thought. Back in the store, I asked about using the tape. To my shock, the employee started yelling at me! Yelling is triggering for my hearing disability—I can’t process what is said at elevated, angry tones. Each time I calmly asked a question or asked him not to yell, he yelled back. He was hostile and tried to gaslight me into thinking I was the one behaving wrongly. Then he threatened me, saying he had my information and I had to leave the store. I was so confused, overwhelmed, and shocked that as I left the store I muttered "a-hole." This caused him to come around the counter and chase me into the parking lot, still yelling. I was fearful for my safety and desperately trying to get into the car. Once in my car I was shaking, trying to compose myself enough to drive. His behavior was so egregious, I hope this review can prevent others from experiencing this volatility and verbal abuse.