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Review Details

• Review fromStephanie R

  Date: 02/24/2024

  I went to store **** located at ************************************************* 600 located in ***********, ** ***** on 2/14/24 to pick up a package. The package had a pickup code but the employee said they needed a tracking number. I show the employee three emails with the *** info and pick up code and he told me in a rude manner that he was not going to give me the package unless I had a tracking number. I told him there is a pickup code. I gave him my driver license to identify me and he said no. For a half hour I tried to pick up my package and this employee is being rude and humiliating me like I am trying to steal a package. Customers started speaking against me like I was trying to pick up someone's else's package. I am humiliated and embarrassed and feeling discriminated against now with all of these people ganging up on me. I asked for the manager and was told that he was not in. I asked the employee to call him because this situation is not right you have my name address pickup code and it matches what is on the front of the package. He said no then called the manager and made it sound like I was trying to steal a package because I didnt have a pickup code. I asked to speak to the manager. I read the email to the manager and told him my information matches exactly what is on the package. The manager said we will give you the package this time. When the employee brought me the package he threw it on the counter and walked away. On the front of the package in bold letters was my name the pick-up code from my email and my address. The employee did not apologize or acknowledge that he was wrong. I felt terrible and was very stressed out over this ordeal. The lack of customer was service obnoxious.

  UPS Store # 6092

  Date: 03/04/2024

  The Employee in such situation is required to check 1]. Customer's ** with the exact same name as on the package. 2]. The ** with the exact same address as on the package. 3]. The tracking number from the customer that matches the one on the package. Unless two of the above three conditions are met the store associate is not authorized to release the package to the customer. The associate is also required to check and verify the same in the system after having checked two of the above three from the customer. The customer in this instance only had an ** with the name that matched the one on the package. She was unable to provide the tracking number and the address on the shipment didn't match her ** either since the package had ******* Store address rather than her home address. [ typically the shipments have the customer's address before being redirected to the store for a pick up]. So the employee did the right thing by not releasing the package. This situation was well explained to the customer. The employee further called the manager since he wasn't authorized and he finally handed over the package. While we understand the frustration on the customers part and we do apologize for any inconvenience it may have caused, we as a store are required to follow the proper procedures that are put in place for the safety of Customers themselves & the packages that come to the store. Thank you.