The UPS Store
Legends, Prattville, AL

The UPS Store Reviews

3.2 stars based on 32 reviews

Featured Comments:

• G

  Gloria Wilson

  1.0

  I utilized the Prattville UPS store to send my military ribbon rack for updating on 31 January. I asked the employee when it would arrive and they told me approximately 3 February. I informed him of the importance of it arriving that date or before and there was no offers to utilize next day shipping because that is the only guarantee of arrival. I called the store approximate 6 February because the package had not arrived at it's location. I was told to put in a claim via the store's email, which I did 9 February. I had to replace my ribbons racks which cost me over one hundred dollars. I was told via the claim that they would pay it and the shipping I paid for the original transaction. I checked again 6 March and was informed that UPS said they will not pay because 'ground' shipping is not guaranteed. I want into the store to speak with someone and Julie informed me that it is not their problem and they are not responsible. This is a major corporation that has no accountability. I will never utilize this location again and will continue to fight for my reimbursement. I attached part of the email so everyone can view a portion of the claim response.

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  Response from the owner

  Hi Gloria, I am sorry that you had a bad experience at our location and I thank you for taking the time to leave a review. Customer service is our top priority and your review will be used for training purposes. In this case, since your shipment was time sensitive, I agree that UPS Next Day Air should have been offered as it is the only guaranteed option UPS currently provides and the center manager has addressed your situation with her staff to ensure that they are offering that to anyone with a time sensitive shipment. Since we are an individually owned and operated business (separate from UPS delivery services who processes the claims) we have to rely on UPS to let us know if they will approve the claim. The reason UPS denied your claim is because your package was ultimately delivered at a later date than the estimated delivery time. In the case that your package never arrived to it's destination the claim would have then been approved as a lost package. Although your package's late arrival was an error on UPS's part, we The UPS Store, offered to reimburse you for your shipping cost but you stated that was unacceptable and denied the reimbursement. Since your items were neither lost nor damaged their was no monetary value to be replaced. I understand that the late arrival of your package by UPS was a great inconvenience and I completely understand your frustration with the situation. Our center manager spoke with several different UPS supervisors to try to get a different outcome with this claim as it did take them 3 weeks to deliver your package and we also feel that is unacceptable on their part, but unfortunately, since we are 2 different businesses, we have no control over their final decision. Again, we are very sorry for this unfortunate situation and have addressed it to the staff to ensure that we are offering the guaranteed UPS Next Air Service to those with time sensitive shipments. Our offer of reimbursement for your shipping cost still stands. If that is acceptable to you, please contact the store with your mailing address and we can issue you a check.

• S

  Susan Jones

  5.0

  Recently had 2 experiences at the Prattville UPS store. I cannot say enough about the assistance of a young man named Walter. He was cordial, helpful, and treated each customer as if they were the only one there. He went the extra mile during both of my transactions. Whom ever is in charge of employee training needs to hire Walter to train fellow employees. Because of his attention and knowledge, I have recommended the Prattville UPS store to many friends.

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  W M

  1.0

  The Store manager at the Prattville location was rude and refuse to process a contractal agreement with Samsung. I went to Clanta store they took care of my shipping with out charging me. Prattville store is hard up for money. The Prattville female store manager you know who you are is I know it all process. Apparently not. Guess because you have the title as a store manager doesn't mean you you evrything.

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  Response from the owner

  I am sorry that you had a bad experience at this location. We do have a contract agreement with Samsung who provides free shipping for items that are already packaged (yours was not). They do offer a 15% discount for packing if required which you are responsible to pay for. After providing you with the discounted price you proceeded to demand that we provide this service for free while using profane language towards the staff and manager in front of other store patrons which made them uncomfortable. We will not tolerate this kind of behavior which is why we asked you to leave our store. We also confirmed with the Clanton location that you brought your item to them in a box. Had you done this at our location you would not have been charged anything.

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