The UPS Store

If you want your package delivered to the address you wrote on your packing slip, RUN. don’t walk, away from this store. The owner of this franchise store, Clifton Sanders, was untruthful, incompetent, rude and wouldn’t know good business practice if it slapped him in the face! He sent my package to an address previously in the system, not the address on the packing slip. After 5 visits to his store to get this resolved and be reimbursed for the value of the contents, he told me to make an appointment before coming down next time… WTH? You think you might get resolution from the UPS Store Corporate Headquarters? Think again! After a dozen calls to them, their response is…“Sorry, but we can’t make him pay you.” I have learned a valuable lesson about «The UPS Store Franchise and their «Not So Much Customer Relations Dept» at the Corporate Headquarters… that is, go directly to UPS or the USPS for your shipping needs. Although the UPS Store Franchise holds the UPS name, there is nothing UPS can do for you when one of these franchises screws up.

Great for dropping off pre labeled packages. Otherwise, be prepared to stand in line for a while. Even when you have completed your business, the receipt takes about 3 minutes to print out. If you’re busy, that seems like a life time.

I had the worst experience at this location. First, they tried to charge me for tape and said I had «messed» up my package too much and should probably buy a box. Fortunately, the lady behind me offered her tape. They then gave her a hard time for her package and did a lot of mansplaining about how their hub worked. While I was working to tape up my package, they had the audacity to say that if I had just bought a box I would be out of there by now. The owner should implement some customer service training, because I will NEVER go back.

YOU ARE NOT INSURED
The store is insured. If your package is damaged by either the UPS Store or UPS itself, **you** (shipper or receiver) are not insured… the store is. You will have to file the complaint, but it is up to the store to follow up with the insurance company (UPS Capital Claims)…and I can tell you from personal experience, this process can take at least FOUR months. I reported my damaged package on July 3, 2015, and it’s now Nov. 3, 2015, **and it’s still not completed**.
Here’s what happened:
I bought a used early 2011 iMac on Ebay in June. It was souped up with maxed out RAM, smart mouse, wireless keyboard, 2 gb harddrive, great video card, and more. The photos showed it to be in great shape. I won it for about $ 1,500, but it was worth quite a bit more than that (a less tricked out iMac went for the same price a few days later), so the seller insured it for $ 2,000 when he took it to the UPS Store in Pinole, CA (Store 0396).
When the package arrived at my apartment, it was a little dinged upon the outside, but I trusted it was packed well enough that no damage would have transferred to the computer. I was greatly discouraged when I opened the box. It looked like it had been packed by a child. There were loose, large, crumbled pieces of styrofoam; a loose UPS envelope; chaotically placed bubble packaging (deflated, even); and some other loose odds and ends that did little to keep the computer inside from becoming exposed to the sides of the box.
Inside, the computer was wrapped in bubble wrap, and shoved very tightly into an old monitor box (smaller than the iMac, so that its stand was sticking out of the open end of the box). After I managed to dislodge the IMac from the box, I noted that the bubble wrap covered the faces and side edges of the computer well enough, but the corners were left exposed. Still, there was no evidence of damage to the box it was shoved into, so I didn’t think anything about it, until…
I had the computer out, and was in the process of setting it up when I noticed the metal frame of the body was not flush with the screen in the upper right. It was bent and dented. I immediately turned the computer off, and went to check on the photos on Ebay. Did I miss this in the description or the photos? No. It wasn’t there. I contacted the seller, and he suggested it must have happened in shipping. Thinking about it myself, I didn’t think the UPS Store would have accepted and packaged a product that was obviously damaged (or would have made a note of it at the time). So, it must have happened en route, somehow (although, given the packaging and the condition of the boxes when I received it, I’m almost positive that this damage was done during the packaging process).
This is where the nightmare begins. I go to the UPS website to file the damage claim. They require that I take photos and submit the photos to a particular email address. I do this the same day the package arrives (July 3), and three days later I get a response: «We will contact the shipper by the end of the next business day. If you are the receiver, please stay in contact with your shipper for additional information regarding the final disposition of the claim.»
I contacted the UPS Store immediately to see if they needed anything. The woman responsible for handling damage claims at the store, Janette, said that she had not received anything from UPS regarding the photos, and suggested that I be patient, saying this could take as long as 30 days to play out. An important thing to keep in mind for this process is that Janette is only in the store on Mondays and Wednesdays (and an occasional Saturday) from 4 p.m. to 6:30 p.m. (according to one of the employees I spoke with).
This story is too long to fit on Unilocal in detail. Suffice to say, I have been given the runaround on this Damage Claim. The store keeps holding things up, asking for new information, then after I provide the info, ASKING FOR IT AGAIN! Their corporate office is helpless. UPS denies responsibility. And the insurer will not communicate directly with me (because it’s the UPS Store that is insured, not the Seller or the Buyer).
The store is trying to claim that it is only superficial damage, because the computer turns on. I’ve tried to explain to them that there is no telling what was damaged internally from a blow so substantial that it dented and bent the metal frame. They seem to have no concept of the fragility of internal components.
Do yourself a favor and STAY AWAY FROM THIS STORE. They are inept at packing boxes, and the «insurance» isn’t worth the time and effort. I will never use another UPS store simply because of the insurance issue. Ridiculous.

I wanted to give no stars but can’t. Worst place ever. Calling saying that our package was lost in transit. BS to me that is called stolen by our employee. They knew what was in the box by the packaging. How sad. We work hard for our stuff and someone comes along and takes what is not theirs. Wrong in every level. Karma will come back to them.

Staff always seems to have attitude. I was struggling with several boxes, trying to open the door, employee just stood there and stared at me as I struggled from the door to the counter. Rude.

I frantically visited the UPS store today in need of an overnight delivery. I ended up barely missing the outgoing truck but I was able to flag the woman driving the truck down to ask if she would wait for me to get my package together. I then rushed in and was immediately assisted. Both of the women in the store were helpful, kind and got me in and out SO quickly. The woman driving the truck was patient and kind as well, not at all irritated that she had to wait for me and my poor time management. Such a pleasant experience that made me feel like it was a small business that actually cares for their customers.

I came to use other minor services. They sell stamps at .55 each.. .convenience fee added. The clerk was very nice but I left feeling slightly swindled. After driving around to find it, I concluded to go elsewhere next time.

Not really one who ships a lot so this is based on my sole experience that I needed to ship some Comcast cable stuff free of charge. This was my nearest ups location so I stopped by to complete the return.
Parking in this place is such a hassle. It is always busy & there is always people around here. Anyway as far as the customer service, when I went in, there wasn’t anyone in line.
The lady behind the counter was really nice and helpful. She did answer a phone call right in the middle of helping me which I thought was kind of rude, knowing that someone else was working with her /​not helping her she could have answered the phone call.
They do have shipping supplies and stuff but they are all overpriced like at any UPS or FedEx, so save yourself the money & but your shipping supplies somewhere else or buy them in bulk online.

The place is so tiny and hidden among other big stores. Their sign isn’t lit up so it’s easy to miss.
The staff here are better and more polite than FedEx staff up the street. But, they do make you feel stupid if it’s your first time shipping a package.
I rarely ship things out so when I come in, I ask questions about what needs to go inside the box or if I should add anything to the package. The employee did not answer my questions, instead she made me feel dumb saying «I don’t know it’s your package, I’m just the shipper. You should know what goes with your package».
Help first timers out rather than making them feel dumb.

Worst ups store. STAY FAR AWAY FROM THIS DISORGANIZED MESS!!! Paid $ 74 for 3 months service. No refunds allowed. They are the worst. I shop online a lot. They never can keep track of my mail. I use online trackg of my packages and that helps. If i dont firmly insist that my package is there, i dont get package.
Have wasted soo much gas and time going back and forth to get my packages. If u want good mailing address, go to Unique Printing at 2934 hilltop mall rd, across from walmart and jcpenney at mall. Only $ 50 for 6 mos. They never lose any of my packages. Another great mailing business is UPS Store at 15 501 san pablo ave. But stay away from this monstrosity mailing place.

Had great quick service here today

I delivered a box returning to a vendor today.

HORRIBLE SERVICE!
I’ve been to many different UPS stores and never had any problems. My first (and last!) time at this location really pissed me off… I walk in on a very rainny day carrying two boxes. I start filling the paperwork to return some items I bought online. Noboby offered help or even said hi. When I’m done I bring the boxes to the counter and the lady asks «Did you bring any tape?». I was in shock and said «No»… She said I had to buy tape from them then to close the boxes!!! I never had any problems in any UPS store (and I’ve been to many in Oakland, Berkeley, Fairfield, Vallejo) and they were always very kind and helpul and nobody EVER asked me for tape.

I came here a couple of times & there was a black lady with a messed up weave who was there. The first time was in march, I came to drop off a package & she goin charge me a $ 1.00 so it can be wrapped. smh. The second time was On saturday I went to drop of another package, their was another black lady with nappy hair & she was very rude. I was this close to call corporate on her ass. So I came in today & she was bit nicer. I wont be coming back no time soon. they rude & money hungry. Poor customer service ! POOR !

This place sucks. My husband and I went in to fax three pages. The lady behind the counter gave us the confirmation page but it reflected that four pages were faxed — not three. Where did the fourth page come from? When we got home we were notified that the recipient of the fax DID NOT recieve the full transmission. When we returned to the UPS Store to ask that the pages be re-​faxed the man behind the counter gave us a very hard time and refused to re-​fax. We will NEVER darken the door of this horrible excuse of a business again.

As far as UPS Stores go, this one is pretty nice. The staff are more friendly and helpful than most places. The one drawback is the high prices for things like PO Box rentals and other supplies (like cardboard boxes), but you’ll find that at any UPS Store. As far as this location goes, I would recommend it to anyone who visits the Pinole Vista Shopping Center often.