The UPS Store

I had a box for UPS delivery all taped up and ready to go — I had printed my pre paid UPS shipping label and asked for one of those clear plastic sleeves that I have been accustomed to attaching to my box. Response: «we charge $ 1 for the sleeve.»
Are you kidding me?! OK, let’s tape it on then. Response: «we charge $ 1 for a piece of tape.»
WOW
Now, I can understand that a business cannot supply unlimited rolls of tape to, for instance, someone who might bring in multiple unsealed boxes and expect to tape them all up at the store with free tape… but when I have already taped up my box, paid my UPS fees and printed out the label, I expect that your means of attaching this label (traditionally the plastic sleeve) be «free» (ie, included in the cost of your postal service fees.
FedEx provides their «sleeve» for free — and even will share a few pieces of tape with you. Even the USPS will provide tape (and assistance taping) on priority mail service.
Really short sighted business decision and delivered quite rudely and with no apology. OK, so I was in a hurry so paid you $ 1 for a lousy piece of tape with which to affix your label to my box… but I will not be back for your expensive notary services or any future mailing needs after this experience.
There used to be one fabulous employee there (I think his name was Dana) who has apparently moved on… no reason to go in there now at all — poor service, lousy attitude and ridiculous nickle and diming

It’s rare that I get so outraged that I go out of my way to write a bad Unilocal review. The business’s practice or an employee’s behavior has to be so egregious that it becomes worth my time to sit down and publicly write something that detracts customers away from a local business. Well, this UPS Store in Sausalito won that «I can’t believe they are still in business» prize today.
A few weeks ago, I attempted to send a package to a P.O. Box in Alaska. When I brought in the package, the employee informed me that it is UPS’s policy not to deliver to a P.O. Box. Fair enough. I asked what my remedies were since it was my understanding that many residents in Alaska receive their mail at the local post office. He says for me to hold on, punches in something in the computer, and then tells me he has a physical address. I walk out after having paid $ 35.06 thinking it all worked out. No problem.
Long story, but suffice it to say, the package was never delivered. It was actually returned back to this UPS Store in Sausalito. The recipient, whom I sent the tracking information to, tried contacting the store in Sausalito only to be rebuffed by the owner who was apparently incredibly rude to her. He basically told her too bad for you; no re-​attempt at delivery would be made so have the person who sent it come pick it up.
So today, I went into Sausalito to pick up the package – and perhaps naively assumed that I would get a refund since the package was NEVER DELIVERED. Not only did the franchise owner not give me a refund, he basically informed me that it was that the «onus» (his exact words) was on me for the failed delivery. I calmly told him I was not the person who provided that street address… that it was his employee who punched that in. I told him the only thing I had was a P.O. Box address, and that if it was not UPS’s policy to deliver it, that he should have rejected my package from the beginning. Instead, his employee was the one who looked up the Alaska address and charged me for the non-​delivery. As I was telling him this, he kept cutting me off and said I was the one who gave them the undeliverable address, even though I explained to him that it was HIS employee (not me) who came up with the street address.
I’m mildly upset that I didn’t get a refund even though it is my belief I am totally entitled to it. But what really irks me, and what truly inspires this poor Unilocal review, is how unfailingly RUDE the owner was both to me and the person to whom I had shipped the package. The owner, from the get go, was confrontational when I came to pick up the package and basically intimidated his employee into silence when I told him that person standing over there was the one who looked up the address. The owner barked out plenty of «TELL ME WHAT YOU DID! HOW DID YOU COME UP WITH THIS ADDRESS!» but never gave his employee enough time to respond. But even while sporadically peppering these statements to his employee, he made it a point to tell me it was my mistake and that a failed delivery does not entitle me to a refund. I’ve never walked out of a place of business with such a visceral disgust for a business or a human being. There are a lot of UPS Stores/​drop-​off locations in Marin. Save yourself some heartache and go elsewhere because should you need some resolutions at some point because something went awry with your package, this UPS Store #4414 will gladly take your money, not help you, then berate you, because clearly, it is always the customer’s fault.

I don’t understand the good reviews. I will update this review once my package is delivered. When I went into this store, I thought maybe I was in a sports bar, or a construction zone, not a UPS Store. One of the employees, wearing a sports jersey, was yammering on so loudly the entire time I was in there about stadium seats. and the game. and whatever… everyone could hear him. He drowned everything else out. I couldn’t even concentrate on what I was doing it was so obnoxious. Later he managed to drop a dolly right behind me… CRASH! The front desk staff could seem to care less about helping me. I finsished my transaction, and said «thanks for your help» and the guy said «yeah»…not «thank you». Don’t go here — they clearly don’t care about your business. I agree Marc A. Next time I’ll go to Sausalito Ship ‘N Mail.

I’ve been a customer for years and have always experienced excellent, friendly service. If I could give this business 6 stars, I would! Highly recommend.

Excellent service at this UPS store! They were able to answer all of my questions and everything was taken care of really quickly. Phil was incredibly helpful and packed my orchid flower, with vase, with such care that it arrived safely, quickly, and undamaged. He was able to answer all of my specific mailing questions and made my life so much easier! Best mail service store in Marin! I’ll definitely be going back!

I visit the store every couple of weeks just for document notarization. Always convenient, friendly and helpful!

I have been with them for over two years. My family and I depend on them and they have never failed us. NO WORRIES!

This is the fourth time I’ve gone to this particular UPS store for my office. Today when I walked in I was happy to see a new face (for me) behind the counter because each time I’ve been there previously, I’ve felt rebuffed and hurried by the guy who was there. He appeared to be watching TV off to the side in the adjacent room and seemed to have an aversion to touching anything I’ve touched.
Today, I carried in one box with one Shipping Document and explained to the new face that I had to get the other two boxes out of the car and need two more shipping label documents for UPS 2^nd Day Air. He said he didn’t have any shipping labels. –Said they didn’t give him any.
«OK», I replied, «so how do we ship these other two boxes to the same place?» He told me I’d have to fill out a form on line.
«Can you do it for me?» I asked glancing over to his computer. Figuring I’m at a UPS store so that I could get help. Nope.
«So I have to go back to the office, find it on line, fill it out, print it on a piece of paper, and bring it in,» I asked? Yes, he said and continued with –I could email the filled out form to him, and he could print it out at the store but he’d have to charge me. He also didn’t know the URL for this website.
«I don’t get it. These labels are in triplicate with carbon copies. How will one piece of paper work? And if it does, can’t I just write the address on the box or you print out a 2 day label? No he said.
I asked him to tell me where I could get those labels. He said he didn’t know.
«I’m so confused. Your telling me there is no way you can ship these boxes without those triplicate documents — that you don’t have? This is the craziest thing I’ve ever heard of!» To which he offered to ship the one box that I had one filled out label for. I declined, reminding him that all three boxes have to go together. Meanwhile the phone in his pocket buzzed three times and he seemed distracted, reaching for it then changing his mind. The guy behind the counter was average height, average build (not lean nor large), maybe Hispanic descent and probably in his twenties. I should have asked his name. I left the store feeling surreal.
By contrast, I went a block over to the FedEx store (inside the Kinko’s by Molly Stones) at 2400 Bridgeway and in the 20 minutes I was there, I was cheerfully greeted by three worker bees and asked if I was being helped. The person helping me was humming because she was so happy doing her job, and another employee offered me a candy cane (it’s the holidays). I also noted that I only had to fill out one form for all the three boxes, they did the rest on a computer, on line; printed out my receipt, tracking info and the sticky labels that go on the boxes. What a difference.
Needless we won’t be going back to that same tired old UPS store across from our office any more. Dude, is it a real store or just a front? –cause they sure don’t seem to be there to make money or engage in customer service. Just saying’

Steer clear!
The delinquents that ‘work’ at this place when I went to ship a fragile package I was shipping for eBay, made misleading statements about the UPS insurance policy, failed to properly pack the item even though they charged a hefty amount for it, and when the item arrived shattered, the staff failed to stand by their work.
Even worse, when I tried to follow up by phone, the staff put me on hold for more than twenty minutes and then after a few minutes of squirming, hung up on me! and when I tried to call back — they refused to pick up the phone.
Next time you want to be treated horribly, go here. Save yourself the hassle of dealing with this miserable UPS Store. Recommend you use Priority Mail via USPS instead.

If you like being treated as just another customer (cash in owner’s pocket), this is the UPS for you. Owner was more interested in watching the game on the giant TV than looking up to help me. Even when he was who couldn’t take his eyes off the screen.

Super helpful, knowledgeable and competent. Beats the Hell out of the other Sausalito choices for these services.

Be careful… get a firm quote before you leave stuff to be shipped. Bad experience with Owner… great experiences with his employee. Do not recommend.

I have been a customer here for many years. The staff & owner are helpful and friendly and have always provided excellent service. Very convenient!