My personal experience. Keep in mind that I have w...

My personal experience. Keep in mind that I have worked in customer service for over 6 years, and 4 of those were in retail. I treat every person with respect and kindness because I know how nightmarish customers can be, but this whole experience was unacceptable.

I came in on Friday (01/24/20) at around 9:45am needing to print a document, scan some items, then mail them via expedite shipping to the office of congressman Al Green. To say that this was urgent would be a gross understatement! The young man who assisted me was nice and seemed knowledgeable, so he didn't set off any alarms in my head and I made the mistake of trusting his "expertise." I took my forms up to the counter to be weighed and shipped and he asked for the recipient's address, which I gave verbally at first. He then asked for me to write it down, to make it easier for him, so I just handed him my phone which had the address on the screen. He printed the label and showed it to me to confirm that it is correct, which it was. I spent a solid minute and a half analyzing it to ensure that it was correct, which it was. Ok, great! I paid, received my receipt with tracking number, and he said it would arrive by Monday. Cool, thanks!

Now it is Monday evening and my package never arrived because, according to UPS tracking, the address was invalid or missing info. I called the store and a man named "Neal" assisted me and was friendly enough. He accessed my info via my phone number and I repeated the recipient's address (on South Loop West) and he said that the address it was mailed to was "Southwest Freeway" and I said no, that is incorrect. The young man on Friday showed me the label and I verified that it was correct, how is it possible that the label said one thing but the system showed another?? He said that it sometimes happens that the label is correct but the person must have typed a different address into the system. He asked me to email him the correct address and offered to call UPS and give them the correct address so they could deliver it, and he said he'd call me back when he got off the phone.

I waited over 30 minutes for a callback until I called him back myself. He said that he called and the new info should reflect on my tracking number within 25-30 minutes. Cool, thanks!

An hour later and still no changes to my tracking info, so I called again. No answer.
I waited 20 minutes, and I called again. No answer.
I waited 10 more minutes (this was now at 6:45pm and they close at 7pm), no answer. I spam called the store in the hopes to get anyone to answer, and he never did.

He called me back 5 minutes later YELLING AT ME and just ranting so much and so fast that he wouldn't allow me to even speak. He was yelling at me to stop calling, that he called UPS and did everything he could, that he knows the customer is always right, etc, but what sticks out the most was that he had the audacity to say "I EVEN PAID UPS MYSELF TO DELIVER IT TO THE CORRECT ADDRESS AND WE DON'T DO THAT WHEN THE CUSTOMER GAVE THE WRONG ADDRESS" and this sentence is what made me completely lose my cool and up until that moment I had not raised my voice at all. I had to interject and stop him right there and say, "first of all, *I* didn't make ANY mistake because I verbally told the young man on Friday the address, then showed it to him written down on my phone, then VERIFIED THE LABEL. Please explain to me how this is MY fault? How the hell was it correct on the label but wrong in the system? Secondly, you're saying that you paid for MY mistake? You're complaining that you had to pay to correct a mistake that your store made? Because this is NOT my fault!"

That whole interaction was completely unacceptable. I asked him for his name, he stated that it's "Neal," and I asked for the 800 number for UPS Store customer support to file a complaint. He provided me with a number that didn't have an answering machine and just kept ringing, so I will try to call again tomorrow morning and verify its validity.

This store needs to be shut down.