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August 2025 by Rey Hampton
Came in with a taped over label that was slightly wrinkled that UPS rep at this store Dylan attempted to fix the label (with a box cutter I might add, and ended up slicing the label) accidentally ripped it. Once it was damaged to where it was unable to scan, he persistently stated to me a that as the customer I had to pay to reprint a new label in-store which was $4.25, or bring the package back. This seemed like the Most inconvenience option for him and I, and not very customer-friendly, when he had the ability to just reprint a new label that I had immediate access to, right then and there.
I alerted him that it was ripped by UPS (him), and that if a new label is required because it was damaged BY UPS, then UPS should reprint the label complementary for me as the customer. He argued then continued to insist that I had to still pay for a new label, even though he was the one that tore the label. I could tell he started to get upset and flustered and I reassured him that there was no reason to get upset or passive aggressive, that I was not upset at all, and that I was only trying to understand the reasoning and asking for a mutual solution.
It’s like he oddly became upset that he had to try and help a customer.
Worst part is, he didn’t even apologize for tearing the label or for any of the interaction for that matter. He tore it, looked me in my eyes and said “you have to pay for a new one.” I had to spend an extra 10 minute in that store just because he didn’t want to help me. What happened to the “customer resolution” part of the customer service training when you get hired in customer service?
If the print fee would have been its original ~$1.20, I would have just let it go. But $5 to print a label, especially when I ALREADY HAD ONE, is insanity. That is some awful, super capitalistic customer service on your part UPS.
Reprinting a complementary label for customer, especially $5 dollars! , at the fault of UPS should have been the proper resolution.
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July 2025 by Antonina Vasilyeva
Great service, pleasant young man! absolutely rather use this ups over montclair/glenridge one!
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June 2025 by Kennette Pierre
The service was phenomenal. My customer service representative Brandon was exceptional. He was very patient and personified customer service.
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June 2025 by Omar Elsherif
Gave me a hard time for no reason. Unprofessional staff. Do better.
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May 2025 by Monica Adrianna
Jessica helped us get exactly what we needed super quickly. She was friendly, professional and a pleasure to work with. We needed a couple of documents notarized, and she explained why she could only notarize one and not the other, and did all she could to help. Thanks for the great service!
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April 2025 by Seth Brown
Avoid this location. They are completely unhelpful and do nothing but waste my time. David gave me a hard time because I reused an old box and would only accept my package if I bought a box from them. That is not ok and not how to make customers happy. Go FedEx or Go Home
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March 2025 by Jasmine Green
They always help with anything you need. They will tape and prep your package with no additional charge unlike the post office or fedex. Love these guys!
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March 2025 by Lesleen Barbour-Jack
The service here is good.
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March 2025 by Management
Horrible customer service all they want to do is upsell you box & material. They tried to charge me $36 dollars for a box. Yes for a box. Only because they did not want to accept the box I had which was the same box Amazon shipped the item in. Always an issue in this location.
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February 2025 by Seyram Kwame
The service I received at the Eagle Rock Ave UPS in West Orange, New Jersey, was excellent. They handled my issue quickly and were very humble.
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February 2025 by John Moroney
Great service! Friendly helpful team! Dylan is a rockstar! ⭐️
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December 2024 by Nicole Morrow
The staff members here are ALWAYS kind, helpful and patient. I continue to use this specific location.
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December 2024 by shon peyton
The service is always on point. The staff is courteous and professional. They are quick to explain a process when I’m unsure. The Eagle Rock office in West Orange rocks!
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December 2024 by E. Gossett
Every time I go to this location, the staff are all so kind and helpful! And waits are never long :)
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November 2024 by Steven Frank
Jess was a big help! Informative and courteous, very pleasant experience.
