Their website advertises "world-class customer service." I was returning some products and the merchant issued a return number. I was instructed to bring the products to UPS, show them the number, and they would send the products back. When I get there, the clerk could not figure it out and asked a heavy set latina female that wore glasses (that was also working there) what to do. She told me that I was given a merchant account number and they were only equipped to look up customer numbers. Therefore, I needed to bring it to a store that was able to look up merchant numbers. I asked her which location I could bring it to. She said "maybe" bring it to the Henderson branch and they "might" be able to help. Instead of just heading there and taking a chance that it would be a waste of time, I asked if she could call and find out for me. She initially stated she didn't have the number to call. When I pulled up the number with my phone, and showed her, she looked at me like I was crazy and refused to call to confirm if it was a branch that could help me or not. She flat out told me she was not going to call. What kind of customer service is this? I was a bit shocked because she works there and would not find out which branch I needed to bring it to. World class customer service, maybe? Basically she told me to call and find out on my own as if she could not be bothered by calling to find out whether or not it was the right branch to bring it to. She got into a verbal altercation with me. I asked for her name so I could speak to her manager about her and she said that legally, she did not have to give me her name. Certainly, this is world class customer service! I stopped by later to speak to the manager Leah, and she appeared to side with her rude subordinate. Leah said that she was new and didn't know that, that they WERE, if fact, able to look up those type of accounts, but did not really offer much of any type of apology. She just stated that she was going to speak to her. I understand a manager sticking up for her people if they were in the right, but this was not the case whatsoever. But this is the world we live in now. It's completely mind-blowing. But I guess that's the world class customer service they talk about on their website.
The employee was incompetent, lazy, rude, indifferent, and not willing to help whatsoever. The UPS website advertises: The UPS Store® is committed to providing world-class customer service to our retail customers. What a complete joke! ~Gee
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