The UPS Store

I’ve tried this location several times (Fall, 2015 to most recently) and the experience doesn’t improve, unfortunately. During the fall it was easy to chalk up the tough experiences given the busy season with the holidays (too few behind the counter, too much of a long wait).
This week no real reason as I was the only one in the store shipping out one small package. The cashier didn’t ask about any discounts/​coupons I may have (note: all other locations have and I respect and believe this is a franchise business) and I asked about my AAA discount truly believing at that time it was 10%. Whomever this person was said, «Why in the world would I give you 10% discount for AAA?» YIKES. Talk about harsh. He shared with me the AAA afforded one 5% off and for materials there was 15% off so the box would give me something off which was good and «there are a few 10% coupons floating around out there.» Talk about not making anyone feel good about their purchase. He did grant me the 5% off and 15% for the packaging which is standard but again, it comes down to the customer experience.
Been there tried that several times now. From now on go out of your way to hit up another different location. Lesson learned.

I am from out of town. My company had a Board Meeting today in Gahanna. I needed to print 10 sets of 55 pages for the meeting. I sent the request at 9:57AM on November 3, 2015… the online system advised that the order would be ready on November 3, 2015 @ 3:45pm. When I arrived at 5:30pm, I was advised by Randy Crow that the order was not received at the store. He added that the online tool (based out of San Diego, CA) is not the way to send requests to the store. «First-​time customer often make the same mistake. Did you receive an acknowledgement from Store 1481 advising that we would take the order? Not all requests made online are accepted.» (as if this is somehow something that I should know about UPS and store 1481) He also told me that he hadn’t checked his e-​mail when he arrived at noon. I’m thinking that the order was actually received at the store, but not processed, due to Randy’s inability to multi-​task.
Randy requested that I resend my order directly to his e-​mail at the store… which was done at 5:32pm. I told him someone would be back by 6:30pm to pick up the order as I could not stay and wait, due to the items on my to do list for the Board of Directors Meeting. He advised that payment would be due upon pick-​up, which I acknowledged. At 5:41pm (9 minutes later), I sent an e-​mail to cancel the order. Well, again Randy was not checking e-​mail and missed the notification. Anyway, he told me that I was wrong again because cancellations at 1481 are done via telephone. Huh? The rules change based upon what is convenient for Randy. He advised that my credit card WOULD be charged as he contacted the online request center in San Diego to obtain the original request placed at 10:57am.
I will dispute this charge… this is not something that I think my company should have to pay for… UPS did not produce the order by the confirmed time. An acknowledgement from Store 1481 was not sent by Randy, so the order was never even in process according to Store 1481’s rules. An e-​mail canceling the order was sent to ensure there was no printing.
Store 1481 failed to produce the order and Randy was quick to point out that it was the customer’s fault and ignorance that led to the failure. I don’t think so.
I spoke with our Gahanna office staff and was advised that UPS 1481 always comes through for them. I showed them the documentation received from the online order and was assured that is ALL they ever receive when placing their orders. Randy, trying to cover his butt??? I think, YES.
This is a clear case of Store 1481 not reviewing e-​mail for the order, not producing the order at the time indicated and blaming the customer for Store 1481’s shortcomings.

They were nice to me.

I’ve been to this location three or four times in the past few months. I’ve always talked to the owner and he’s been nothing but friendly and helpful, showing me what the best option for my shipment is and taking the time to chat with me.
I’ll go to this location over the USPS office or the FedEX store, which are both closer to my home, every time.

Rude, Unhelpful Staff.
Stopped by today to drop off a Ground Package that contained a laptop I was selling to Amazon.com’s Trade-​In Service. Walked in, was never greeted upon entering, they had music blaring, walled up to the counter and sat my package on the scale. After a few moments the staff member (A black lady) walls up from the back and with a annoyed attitude asks how she can help me. I tell her I’m dropping this off, where she replies «ok it will be picked up tonight». When I asked her for a receipt, she asks me if I still have the email. That’s not what I asked you, I asked you for a receipt I was thinking. I ask for a receipt again, and she goes «what?» I say I need a receipt! Clearly annoyed that I’m causing her to actually provide customer service she begrudgingly scans the package and prints me out a receipt. The location appears to be on its 3^rd or 4^th «owner» in the last few years, and I can see why. Would not be suprised if this location closes for good soon.