The UPS Store

My favorite UPS store! Always helpful & quick! Zack, Nima, Jerry & Kevin all are always on point! They help me with my packages when they are too heavy.
Whenever I walk in the store they are quick with a smile & hello and always up for a fun conversation. I trust them with all of my important work packages! Thank you guys for always doing an excellent job!!! Cheers! Kyle

I would’ve given 5 stars because the entire year I lived in Malibu, these guys were great. I had signed up for a box and they gave me excellent service and knew me by name. The big problem just reared it’s head recently…8 months after I moved and closed my box. I went there, handed in my key, got my deposit back and left my forwarding address. Then, just a month ago, I got pulled over by a cop, saying I missed a court date and had a fine. Super freaked out as I am super responsible. The cop said I got a carpool violation and it had been sent to the Malibu address. I never got it. Ok. Fluke, right? Today, I got a statement from my PARS acct (retirement fund) and they sent me a check from my acct to roll over into another acct. But it was sent to the Malibu address and I never received it. So, I decided to call the USP store. Surprise! They have a stack of my mail sitting in the PO Box. NO ONE forwarded it. No one bothered to contact me. They had my new address. They’re now sending it to me and closing the box. Duh. AND, they made me pay to forward it. I think they knocked off a few bucks, but their mistake costs me hundreds in fines. I’m torn. Again, the service was great. The guys were awesome. But somehow, this whole experience makes me think that I wouldn’t do it again.

friendly, fast and great service! my GO TO shippers!

This is the most friendly, helpful UPS store I’ve ever been in. These guys are super nice, efficient and knowledgeable. Going to ship things is kinda an annoying errand, but I never mind going here. Thanks for the good work, guys!

Absolutely appalling.
This is a 2-​part complaint, so bear with me.
I had to mail a package to a destination on Malibu Rd. I didn’t realize, since the entrance to this store is on PCH, that I was actually sending this to a P.O. box INSIDE this UPS location. These box addresses are designed to seem like regular street addresses, so it’s an easy mistake to make.
The kid helping me didn’t realize either that I was shipping to the very location we were standing in. He insisted that even if I paid to overnight it, it wouldn’t arrive at the destination (i.e. 3 feet to the left) for several days, since it was a saturday. I ended up paying something like $ 20. I tracked the package as it left the UPS Store, went all over the Valley, and then returned to very same UPS Store. Annoying, right?
I went in to talk to the manager. I wasn’t upset, or demanding a refund. i just wanted an acknowledgment that it was a silly mistake. His response? Literally: «Shouldn’t you know the address of where you’re standing?»
Really? This was my fault? Boy, do I feel stupid. I’m sure this guy knows the address of every single business he walks into. One thing is for sure though: If it was my job to send and receive mail, you can bet I would recognize the address of my own business.
I left and decided not to make a big deal out of it. But then today I returned, this time with an envelope for the very same box. The manager recognized me (I’m in there every week). I gave the name of the recipient and the box number, but said I wasn’t 100% sure that the number was correct. The manager told me he couldn’t confirm or deny that my friend had a box there, but he would put it in the box number I had mentioned.
The CORRECT response would have been, «I’ll make sure it gets to the right box.» Instead, he coldly tells me I can take my chances, essentially playing mailbox roulette, even though HE KNOWS that I know my friend has a box there. I understand company policy and the value of privacy, but this guy is just useless.
I told them to go ahead and put the letter in the wrong box, and I stormed out. I tried calling back to sort it out, but I was just confronted with apathy. Or stupidity. Take your pick. I’ll be shocked if my friend gets her letter. Unfortunately, I have to wait until Monday before I can contact UPS customer service to ask if my experience is an accurate reflection of their service standards.