Business ProfileforUPS Store Nautilus Station

I wish that I could have given zero stars! For two years since moving from Seaside Florida, we've been using this location as our default without any problems. Today when I went to ship two boxes the attendant named Patty G. said she did not believe that what I claimed to be shipping was true and accused me of shipping alcohol! On the 30 years I've ever shipped anything UPS have I ever been accused of lying and was not sure what evidence she had to make such an accusation. Fortunately, the UPS store that we used for 8+ years on 30A/395 knows us very well and trusts us, happily shipped my item without question. We will no longer be using this store or their other location on Thomas Drive, because even though the owner claims in their voicemail to be proud to serve the local community.......they obviously don't even believe that themselves

Mr. ********
I'm sorry that you had a less than positive experience in our stores. I have spoken with the staff working when you came in with your package. There was a concern that one of the boxes may have contained a liquid. Patty made a courtesy call to you to confirm the contents. Please note that UPS and USPS require that we ask about the contents and restricts certain liquids from shipping. If your package had been damaged during shipment, and undisclosed liquids were found inside, UPS would deny the damage claim. If the liquid is a hazardous material it could potentially shut down a sorting center. We frequently have customers attempt to ship alcoholic beverages, not realizing that person to person shipments are prohibited. (That's why we ask, people don't know.) All of our staff are required to ask about the contents being shipped and include a description of the contents. They are also required to do a "six sided" check of a package to look for other labels, damage, leaks, etc. In turning the package, Patty heard what she believed to be liquids. Unfortunately, you took a a courtesy call for clarification and jumped to conclusions and now seem to believe that a simple question (that is required) is somehow an accusation. Patty was following both UPS and USPS guidelines. (If other stores choose to ignore those guidelines, that is their business.) If the rules we follow offend you, please feel free to take your business where the rules are less enforced. We follow those rules to protect not only you from a damage claim, but also all the other packages (and UPS employees) that might be affected should a leaking liquid be discovered. If you feel like one of my staff did something wrong, I welcome the opportunity to talk with you personally about this, please feel free to stop by the store, or call me at 850.236.8779.
Rolan Peak

Mr. ****,

My original intent was to speak to you personally, however after reading several of your replies to previous complaints against your business I realized that you were not interested in overall customer service or trying to solve any problems with your staff.
I do know for a fact that Florida does allow shipment of alcohol and that UPS has shipped bottles of congratulatory champagne from me to others in the last. And that Patty has done so in the past.
You need not worry about my business in the future since I spoke to Brandy at the Inlet Beach location and she expressed her happiness at receiving my business.
I understand how difficult it may be to admit any wrongdoing in the way of staff, but sometimes unfortunate events do happen and taking responsibility shows strengths of character. I am sorry that you feel you're unable to do this.

Licensed shippers may ship alcohol through UPS. If you have a license to ship alcohol you may do so, through your own UPS Shipper account, but not The UPS Stores account. Please see the clip below from the UPS website:

"Who Can Ship Spirits?
UPS only accepts packages containing Spirits from shippers who are licensed under applicable law and who have signed and entered into a contract with UPS for the transportation of Spirits.

Note: UPS provides service for other alcoholic beverages (beer and wine) on a contract basis only. For shipments containing beer or wine, shippers must enter into an approved UPS agreement for the transportation of beer or wine as applicable, must be licensed and authorized under applicable law to ship beer and wine. UPS accepts shipments of beer or wine only among and between selected states. For more information on shipping beer or wine visit How To Ship Beer and How To Ship Wine pages."

Your extreme over reaction is unfortunate. When my staff does as instructed and as trained, I have the strength of character to stand up for them. And I will continue to do so. My staff is extremely important, and worth far more to me than any one customer. By the way, do you realize you just admitted to shipping alcohol? Wasn't that the simple question that somehow was so outrageous? We will not lose sleep over the loss of your business.

********,
I believe the situation has been resolved satisfactorily for all parties involved. My goal was to ensure documentation be made for future reference since this is not an isolated incidence as indicated by numerous Yelp, Google and Facebook reviews/comments regarding your staff and your typical replies to any complaint. I was not expecting any different outcome.

AND for clarification, my original complaint was being falsely accused without any precedent for doing so. Yes to all your comments: yes I have shipped alcohol, yes I've shipped from your store and yes I did tell the employee what I was shipping which was exactly my point. Apparently not all of your employees follow your company's procedures/policies and thus no reason for me ever to lie if there has never been a problem before. As with any company and its employees there is always room for improvement and happy I was able to provide some insight.

Have a wonderful day.