The UPS Store review: customer service

To Whom It May Concern-

I regret having to leave a complaint about me and my husband's unpleasant experience with "John" at The UPS Store in Saint Johns, FL; I prefer to contact a company or leave positive praise in regard to an employee or company's actions. After taking sometime to fully process this situation, I felt this required action.

Unfortunately, our situation is such that is necessary for me to forward a complaint.

On 04/08/2019, I went into The UPS Store to retrieve something from my email and make copies. Upon entering the store, something was very different from what I remembered, a completely different staff and set-up; I believed it to be a change in ownership. I proceeded with my business using the computer first, then the copier. This is where the genesis of my complaint begins.

Once I retrieved the copies from the machine, I needed to sign my documents and make a copy of my signature. I was ignorant in regard to the operation of this new set-up, I asked for machine assistance. John asked me in a matter-of-fact tone, "do you have a key, you need a key." I let him know I did not have a key and didn't know it required one. He quickly went behind the counter, grabbed the key. He then took the key and said very quickly with that same tone, "you have to put the key here (showing me very quickly), and you have to make sure it reads, make sure it reads the copies, " he then handed me the key and quickly walked back up behind the counter. There was other patron's in the store, however there were two other employees to assist as well, a male and female perhaps 20's early 30's.

I made my copies after I signed my documents and then placed the flat key on the slot that he showed me. I didn't see a number that I believe he was talknig about in his 3 second domonstration. I repeated my action three times and each time the reader said "done." I took my copies and the key back up to the front and handed the key to the female assistant. She then stated that the key did not read and how many copies did I have. Then John said, "No! that's not how it's done. If she would have done it like I told her to do it, it would have been done right!" His degrading comments were said loud enough that not only could I hear it from where I was standing, but so could everyone else in the store. John then grabbed the key from the female assistant and proceeded back to the copier, but not without more degrading passive-aggressive comments behind my back. I don't recall the exact words, but it was along the lines of me to check my work, and if I would have have checked my work it would have been right the first time. By this time, I am absolutely appalled at John's behavior.

Perhaps he is used to speaking to people in this manner, and even more disturbing is if the people he is talking to believe this is okay. His chosen behavior is not okay with me; he was out right abusive! I may be ignorant to electronics, but my profession makes me very capeable of understanding his egotistical ways. I had no interest in spending anymore time in this store, or waisting my breath on a person who is so vile. I paid my bill and left. As I was walking out, I was absolutely convinced that the previous owners were no longer present and this would definitely be my last visit to this store.

That evening I spoke with my husband Kurt about this situation. He told me he would go to the store the following day to have a discussion with John. On 04/09/2019 my husband went into the store. Kurt politely asked the gentleman working at the counter if he could speak with John, moments after, John surfaced from the back room.

John reached out his hand to shake Kurt's hand asking him how he could help? Kurt politely began to ask John his recollection about the following day in regard to a blonde woman (me) who had a pony tail in her hair; my wife stated not only were you rude to her, but you were degrading. He fumbled with his memory, naming someone else first, then my husband said "no, her name is Rebecca." John asked what was this in referance to? Kurt stated, "it was about a copier and a key." John then remembered who I was. My husband said he started to become very agitated. My husband never once raised his voice or threatened him verbally or physically. My husband mearly called him out on his questionable behavior while never breaking eye contact.

The next comment out of John's mouth was accusing my husband of coming into his store very hostile. Then John told my husband that he was going to go get his gun and shoot him (seriously? are we in the Wild West?)! My husband never broke eye contact, remained calm, and replied "and." And what? said John. What do you mean by that! Kurt replied again without raising his voice, "and." Then John said he was going to remove him from the store. My husband replied, "not by you, " Then John said he was going to call the police on my husband. Kurt said, by all means, please do so." While all this is happening, Kurt said that John was displaying volatile body behavior by clinching his fists and yelling. John's wife came out the back telling him to calm down and they don't talk to people like this.

My husband then asked John, "if your wife came home and told you this story, what would you do? Are you calling my wife a liar?" Kurt said he had no response. John paused awhile longer and then said, "you were not here, YOU WERE NOT HERE!" (apologies on the caps, but that was the inflection in John's voice) Kurt then replied in the same tone as when he came in, "but I am here right now." John asked what he wanted. Kurt said, "he wanted to see what my wife had encountered." Enough seen. Kurt wanted John to understand that his degrading passive-aggressive behavior was not acceptable to either of us. John has a lot to learn about customer service and how to be an effective communicator. He showed no active or passive listening, nor did he offer an apology - just more aggressive behavior.

It is very apparent that John does not like his Ego confronted and will turn to volatility by threatening someone's life with a gun.

What is a resolution to this? Anger management for John. First, John would have to recognize that he has issues. I do realize that this is a request that you cannot fulfill, but it dosen't hurt to make a suggestion.

I have great concern with someone like this being in the customer service industry and were not even at the holiday's yet. Me and my husband are resonable people, but not all men or women are. Who else will he speak to this way? Who else will he treat this way? Will he really shoot a customer? How would you resolve this?

I appreciate you for taking the time to read my letter.

In gratitude-

Rebecca