The UPS Store

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OPEN NOW - Closes at 6:00pm

As a customer of over 10 years, we are very dissatisfied at the way we’ve been treated at the Highland location the past three months. We have a personal box that we renew on a quarterly basis and normally get a courtesy letter to inform us that we are up for renewal, sometimes placed in our box late, but were always willing to reverse our late charge. Kudos to the professionalism with employees in the past. This isn’t the complaint.
They recently hired a new employee, Jordan. In April, we got our notice as usual, and it was placed in our box late. No big deal, I’ll go pay it and have the late fee reversed. I politely explained to Jordan that this has happened in the past, and if would please reverse the fee. He wasn’t having it. Immediately puffed up and attitude kicked in and said call the manager if I had any issues. It wasn’t his wording, more so lack of any disregard to his customers, like I was wasting his time. I was obviously irritated with him so I said I will call the manager (Heidi) and tell him what a poor attitude he has with his customers. He smirked at me and said “whatever”. As we were leaving he made it a point to laugh and wave at us at the front door as we were walking to our truck.
I called Heidi the next day and she politely listened to my complaint and told me that she would talk with Jordan and get back to me as to reversing the fee. I was never contacted again and fee never reversed. I decided to drop it as times are tough on all of us at the moment and felt like maybe it was a one time incident.
Fast forward to yesterday afternoon:
We had a FedEx package delivered that afternoon at 12:29 PM signed by Kkylie. There was no card in our box when we got there so we thought maybe they hadn’t sorted yesterday’s mail out even though it was about 5:20 in the afternoon now. As we were waiting in line, we saw him get snippy with an older black woman who seemed to be a bit confused. We got up to the counter and explained the situation to him. He asked if we had a tracking number (which I would have to call a friend to get) and we replied no. He asked for our mail box number which we gladly gave him and he quickly rummaged through a few packages and came back and said without a tracking he wouldn’t be able to get it. So we get out of line as we retrieve the number, no big deal. As we were once again waiting (which all their employees would have called us next as we had already waited) Jordan took it upon himself to help the person behind us next. Now we were really getting irritated. Okay now it was finally our turn again. Once again he was going to pull a woman behind us up next who was there for notary. We quickly jumped to the counter as we weren’t going to be disrespected again. Gave Jordan the tracking number and once again looked through a few packaged and told us it wasn’t there and that it was probably left on the truck. How was it on the truck when it had been signed for? He obviously didn’t look very hard for it as we must have been once again wasting his time. His response was “call the manager tomorrow.” Had enough and left. Well we called today and were told the package had been delivered yesterday like FedEx said it was. He just didn’t care.
I’ve seen several other negative reviews specifically pointing out Jordans poor attitude with customers. How can Heidi keep an employee with so many complaints? Can no longer recommend this location anymore.