The UPS Store

I first reviewed this UPS store a few years ago and my recent experience warrants an update. You need to know.
I lease a business mailbox here and have been a happy customer for several years now.
Last month, I received my annual renewal notice slip in my mailbox. I noticed that my rate had increased slightly, but I was ok with it because it was the first increase since I opened my account.
Because it was after-​hours, I took the billing slip home with the intention of paying when they were open.
The next time I visited during store hours (without the billing slip — my mistake), I approached the counter and told Pat (the owner) that I needed to renew my account for another year. She pulled my account card out of a Rolodex (yes, Rolodex) then punched some buttons into her computer, took my credit card, and I signed for payment.
When I got home, I discovered that I was charged more than 40% MORE than the original renewal invoice that was put in my box!
So I went back to the store with the invoice and my receipt and presented them to Pat and told her there was a mistake. Immediately, one of the other employees who was listening chimed in and said, «Oh, that was my fault! I made a mistake!» They said that they accidentally invoiced me for a residential box renewal, but mine is a business box so the rate is higher. I understand that, but I find it insane that my business rate would increase by 40% from one year to the next.
We went back and forth with some dialogue, but the gist is that they stood firm that my rate was SUPPOSED to go up by 40%. Pat kept saying, «This is not a mistake.» I’m thinking, «The invoice says one price and you’re telling me another — THIS IS A MISTAKE.» She closed with a smile saying, «We’re the cheapest and now your rate won’t go up again for years!» This was supposed to make me feel better.
I told her that, since my current contract didn’t expire for a few days, I wanted to cancel the earlier transaction and explore other options.
Long story short, after calling several other UPS Stores, I CAN CONFIRM THAT THIS UPS STORE AT 610 E BELL RD IN PHOENIX HAS GONE FROM BEING THE LEASET EXPENSIVE OPTION FOR MAILBOXES TO BEING THE MOST EXPENSIVE. My letterhead, checks, business cards, websites, etc, all have this postal address, so it didn’t make sense to change all of that in the few days I had to work with, so I renewed my contract. This year, I’ll work through my supplies and transition to a new address.
Final note: The rate for a medium mailbox at the store at 19^th Ave and Union Hills is the exact same price as the small box on Bell Rd. That got me thinking that maybe there was a misunderstanding with Pat after all and that they inadvertently charged me at the medium box rate instead of a small.
So I called her and asked if she knew what size box I had. She said, «Yes, small.» When I started to explain the reason for my call, she said, «Can I call you back in 5 minutes while I take another call?» Not surprisingly, she never did call back.
In retrospect, my mistake was in not bringing the original billing slip with me when I went to pay. Shame on me for trusting them. Based on the interaction I had when I challenged the increase, I’m confident that I was overcharged.
High prices, poor service, lack of self-​accountability — they hit the trifecta of poor business practices. Do yourself a favor and take your business elsewhere. There are many, many superior options.
PS: As referenced in my earlier review, the Hallmark store with USPS mailing center that used to be in the same shopping center has moved.

This store is small and a little cramped. The lady who helped us was nice. We got notaries from her. The charge was $ 3 per person. I hate the idea of paying for a notary when my bank does it for free but I was grateful to have this option since the bank was closed the day I needed one.

Regularly visit UPS locations all along Bell Rd as I have a small painting business with my fiancée and often ship express tubes with canvas in them. This location is by far the worst experience we’ve ever had with UPS. We had our tubes and canvas ready to pack on site and only needed to borrow some packing tape to get everything together. We were told by the owner that «it would cost us» and he pointed to the wall behind us where Scotch packing tape w/​dispensers and rolls of thicker tape with out a dispensers were hanging. Fine. We don’t usually expect to have to pay for tape since every other store offers it for free for people to pack items themselves. We decided to grab the roll with out the plastic cutting dispenser since those have had a history of breaking in my experience. We turned back around to ask to possibly use their more heavy duty dispenser but the guy had disappeared into a mail room. We called to him a couple times, «Sir…sir??». Nothing. A little louder and I woke him up and got him to come back into our ongoing conversation. «Sir, we’ll buy this roll but can we use your cutting dispenser?» «No. No, I can’t allow that. Those tapes have cutting dispensers there.» We could tell this guy clearly didn’t want to give us an inch of courtesy and the reason was unclear. We were nothing but pleasant to him. We placed the roll back on the wall and left. Obviously this guy gets so much business he doesn’t need us to ever come back again as customers.

Arguably the slowest ups store I’ve been to. Took 9 minutes for one employee to ship one box and 8 min for the other employee to ship a letter. It was kind of amazing to watch. If there’s any other ups near you, try it.

I use UPS Store every week as my de facto bank via USAA, but even in that capacity, it is far better than any other real bank I’ve ever used. Very friendly staff, minimal waiting, and they know me and my girlfriend by name at this point. It’s close, convenient, and they’re open reasonable hours. Can’t beat that!

Not cheap, but friendly and efficient — open on a Saturday with good hours and location… no complaints.

Would give a zero, this Indian lady wants to talk on the phone more then help customers and was quick to say «my computer is down» popcopy!

Though staff seems friendly, they are not knowledgeable about shipping valuable things, how insuring a package works and completely overpriced.
I used their services to ship a sewing machine. They charge $ 25 to put it in a box and wrap it with bubble tape. I was charged $ 136 for postage and insurance (though not enough insurance to cover the machine if it broke while shipping because she didn’t know how). I felt that I was paying way too much but was in a time crunch so I accepted and left (did not get an actual copy of any shipping forms because she said she had to keep all copies including the one that says «customer copy»).
Once my package arrived my feeling of being overcharged was confirmed. Of the $ 136 I paid for postage and insurance, it only really cost $ 77 to send. Upon contacting the owner, I was told there was no error and the +75% markup was the retail price because they have no affiliation with UPS and thats how they earn money to stay in business. Had I taken my package to the US Postal Service up the street at Cave Creek I would have gotten better service and paid over $ 50 LESS for my shipment.
I would give this store 1 STAR because of my experience and feeling that they are extremely overpriced and «shady». I gave it 2 STARS however because the item that I sent, did arrive in 1 piece and in the amount of time I was promised. Just feel bitter that I was so severely overcharged for their services.
Won’t do business here again. Would recommend using the USPS or the UPS store at Bell and 32^nd St — haven’t had any issue there before.

Nice staff. I am always stunned as to how much it costs to ship things.