The UPS Store

Beth Rohr

My daughter and I just experienced some of the worst customer service in recent memory, due to UPS handing the shipment of an online order at Costco. My daughter has been feeling under the weather, so I ordered her some vitamins and pain relief pills. I live in Colorado, while she is currently living in Phoneix. UPS attempted delivery ONE time, leaving a note that my package could be picked up at a delivery access point (CVS pharmacy store 3500 on 44th Street in Phoenix, AZ) rather than leaving the package at her door. It took her not one, not two, but three visits, and more than that number of phone calls between the two of us (a combined wait time of nearly two hours with at least two calls having been disconnected before I finally selected the option to be routed to the pharmacist) before anyone was able to sort out the issue. (The pharmacist deserves a huge shout out for being the only person at that location who seems to have any sign of intelligence and customer service qualifications!). At the pick up point, the first woman, with whom my daughter interacted, was extremely rude when my daughter explained that she wasn't sure whose name the package would be under--hers, her roommates, or mine (her mom's) as the shipper. "That's too many names!" and the inconsiderate employee claimed the package was not there (even though it was, which we discovered later). Trip #2 occurred after I had spoken with my daughter on the phone, saying the package should be under her name since I addressed it to her. The store somehow still did not manage to identify the package waiting for pickup. My daughter, at this point, was on the verge of a meltdown because she's sick and wanting the vitamins and pain relief that I shipped, and she's exhausted and frustrated because the people working the access point are completely incompetent. (The original delivery attempt was Wednesday, Oct 5, and this occurred Friday, Oct 7, which was plenty of time for the package to have arrived at the access point. She had also tried to call the store/pick up point and waited on the phone for about an hour--I'm not sure anyone ever picked up.). Finally, after hearing of her struggles, my attempts to call the CVS store from Colorado resulted in two subsequent disconnections, so I selected the option as if I was a provider and was connected with a pharmacist. I apologized for reaching the pharmacy, but explained that I was unable to get assistance from anyone else. The pharmacist said she was not swamped at that moment and took about 7 minutes to check with a male package pickup employee, who found the package (which had been there the entire day). After thanking the pharmacist for her assistance, I called my daughter and said the package was waiting there. It was, coincidentally, under my name (same last name as hers!), but it meant that she had to venture out for a THIRD TIME. It was such a hassle. I never want a repeat of this experience and think UPS employees at that access point have a lot to learn about how to manage their operation. Absolutely horrific!

sean hensley

They get you in and out really quick

Kay Love

Great Service! Marisabel is a Rockstar!

OFFICIAL GODKINGGOAT

Best location. Marisabel has excellent customer service skills and very personable!