Update to my prior review: I was contacted by the owner of the store. He was very responsive and understanding of the situation regarding the lost packages. He seems like a great guy and took on the issue with full research into the matter. We have had several follow up conversations and it looks like we will have the issue resolved soon. He has been great to work with and he is working to make things right regarding the lost item cost and has improved processes at the location. read more

Prior to going to the store, I emailed a label to be print. I've never been charged more than .10-.15 cents for the copy. Today went I went in, there was a long line and the woman in front of me was informed colored copies are .60/each. When it was my turn, I informed them of a label I emailed to be printed. I was charge $2.50 for "computer use" when I didn't even touch a computer. I voiced my confusion and paid and walked out. Their website states copies are $.10-$.15 cents which is reasonable. I emailed the store again with my confusion. Their response is attached in the photos. I recommend going to the location down the road by Trader Joe's. Never been charged more than $1 for copies if they charge me at all. Their customer service is 100x better and they stick to the prices on the site. My small business will no longer be shipping through this store. read more

The UPS Store - Shipping Centers Near Me - San Rafael, California

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Please give the lady working on Sunday afternoon some more training. Like on the core stuff people come in for.

Eder helped me over the phone with a lost package and could not have been more helpful or friendly. He gave actual info of how to follow up and try to find the package instead of saying to just wait it out. Super appreciative for the concrete help and info!! read more

Rudest personel ever. I've been used to the brusqueness that I regularly encounter with some of the staff but today took the cake. I arrived at the store around 2:23. There were packages left outside by the door and a sign on the door saying "at lunch for 30 minutes". From when is the question. While waiting there were at least 6 other people who came and went including a guy who was on his 2nd visit. When the guy eventually opened the door, I told him that he needed to leave a time from when he started his lunch so customers could figure out the return time. He was so insulted. He told me that it was obvious since he opened the door at 2:30 and he told me "to do the math". The guy was so obtuse that he didn't get it. Then he wouldn't process my order. I went to the Montecito store. Unbelievable! read more

I arrived at opening time, 8:30. After waiting 15 minutes i had to leave and go to another location.

The manager of this store is so impossibly rude I can't believe the owner of this store would allow her to act the way she does towards customers - luckily the new Fairfax UPS store or the Greenbrae store have decent people. If you care to read on...I asked to ship something 2 day and the male clerk I was dealing with quoted a really high rate. I said wow, there has to be another option, which there was. I said I think it might be helpful to future customers to quote all the options as you made it sound like the higher rate was the only option. At that point the store manager jumped in and said in a loud voice "we have you on camera, we have you on camera, you said 2 day air!!" I said no, I asked for 2 day shipping and either way I was just giving you some customer feedback. To which she suggested I didn't need to ever come back to her store. No problem, I will never go back to this UPS store. read more

According to the employee that was working there today, this store does not have wifi. If you need to access a document to email it to them and you need wifi, you are out of luck and they cannot do the job for you and take your money. read more

We were frequent customers of this UPS store despite the often rude or slow service because it was convenient. But no more! We parked in the lot shared with UPS and other tenants and, before we were completely out of the car, two employees in their blue UPS Store shirts came out yelling at us to park elsewhere. The lot was for their tenants. I was out of the car with my dog (service dog), my husband was in the car. There is no way they knew whether we were getting packages to take in to ship, as usual, or not. They just screamed. An elderly, handicapped couple got out of their car next to us carrying a package and these employees yelled at them to move their car! They didn't listen to the couple explain that they wanted to go into the UPS Store. read more

Don't know where 2 stars came from because I have always had great service, friendly employee's and a wonderful location with ez parking! BTW, they did my passport photo's very quickly. Maybe not all the employees no how to do them. I live up on top of the ridge above the store and use them all the time. In today's world just getting employee's is tough, especially for lower paying gigs in Marin that people have to commute here to work. I hope the well off folks rushing through their lives consider things like that before uttering their yelps... read more

I have no idea why Bonnie still is has her job. The franchise owner must be her son. Inept doesn't even begin to cover her lack of...everything. One time this store did one good job for me and I was asked by Bonnie to write a favorable review so I did. But I erased it today after entering with several items to be shipped and her asking me i wanted them thrown in a box or wrapped? Isn't that HER job?...to figure out how to get the items from point A to point B safely? I called UPS to complain and am awaiting a call back from a representative. There is no excuse for such a incompetent person to keep her employment. Mind blown. read more

Well, the kind of grumpy clerk was nicely helping an elderly man do some copies so I can't really complain because if you're nice to older people who need help, that's all that matters. They should carry card stock for making photocopies. And thought the copies were kind of expensive but the store was clean, well-organized, the copier worked well and the paper cutter worked well. read more

I sent a FRAGILE package (Glass inside) and they offered me to pay extra for insurance, I accepted and insured my package for $500 value. The glass arrived broken, so I claim the insurance. Mixtil is the store manager and took MONTHS to get back to me. Turn out they denied the insurance and did not pay me any money for the piece I insured and PAID for. What is the point of offering clients to pay for insurance if they will not cover anything? They stole my money. read more

I just received the most excellent service at the San Rafael UPS store. The salesperson was so sweet and great at his job. He was a fast typer and super efficient. I can't wait to go back :) read more

I came in to check the status of a tracking number for a parcel brought in on the prior day. A simple question. Despite waiting silently and patiently in line for 10-15 minutes for my turn, I was told by the UPS worker that I was "rude since the moment I walked into the store". The partially purple haired, mask wearing worker spoke very quickly, did not make eye contact and blurted out some explanation that I did not understand. I politely asked her to repeat what she had said. And she refused. I attempted to get the attention of the other UPS worker, and she said "no, no, no, I already told you" and told him not to say anything to me. I will NEVER go in this place again and I am telling everyone else of my experience. I am also writing a review for the San Rafael Montecito Store FIVE Stars for that excellent establishment! read more

Currently outside this store at 6:15pm. Drove a long way to get here by it's closing time of 6.30pm. The red head with glasses is sitting inside and won't take our drop off. She closed early, cage closed and all so probably started about 6pm. Totally unacceptable! Do not use this place! It's a simple drop off, no payment or anything. Absolute crap! Don't use this place. They don't deserve your business. Now reading other reviews they have been false advertising their hours for 3 years! read more

The UPS Store - Hours 8:30pm - 6:30pm - Shipping Centers Near Me - San Rafael, California

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After speaking with two of the employees at this store, I learned the store is recently under new management. I was the obnoxious customer bringing in about 10 boxes to ship near the end of the day on Friday and got excellent service and help while the employees were able to field calls and cycle through 5-6 other customers who came in while they were both helping me get my boxes labeled and packed. World of a difference from the last few times I had been in here and had to wait a while to be helped. Give them another shot, you won't be let down! Thank you!! read more

I recently moved to sr and this has been my go to ups store, the other ones nearby are so rude, I often wonder if these yelp reviews are getting stores mixed up. I have had nothing but amazing service, everytime I've needed notary and passport photos they are quick and efficient. I hope they know how awesome they are and ignore the bad reviews. read more

I am updating my post from yesterday. It's true I had a terrible experience with a couple of young gals who worked there, but I got a very apologetic call from the owner, Tom. Super, professional and grateful that I brought the situation to his attention. All is good!!! read more

I live around the corner from this store so I have used it for years and the service was always OK. Not good, not bad -- it's a UPS Store, what could go wrong? I was reading all the one star ratings here and until yesterday would have wondered why so many? No more. Bonnie, the red haired attack dog, finally came after me yesterday morning big time. I had an Amazon package to return. It was a lovely day so I though I would walk to the store and take my dog for a walk with me. I got to the store and without even realizing I wasn't wearing a mask she yelled at me (with customers in the store) about not wearing a mask. It's then I quickly realized I wasn't and had totally forgotten it since I was walking to the store and don't generally wear a mask in the neighborhood walking the dog. I simply had forgotten my mask. I apologized and tried to explain that I had not realized that and her reply was "get out, don't talk, cover your mouth! -- two maybe three times. The woman she was helping at the time was horrified. She tried to calm Bonnie down saying it was an honest mistake then looked at me and told me she understood. Bonnie kept going. I literally ran out of the store feeling like a leper. We've all had this happen once or twice during the year long the pandemic and merchants will politely remind you to wear a mask or even offer you a mask. Not Bonnie. Very unstable person. As convenient as this store is I will never go back there. PS: I am not a "Kevin" and have never written a one star review on Yelp. read more

The site states they do passport photos but they don't. It seemed that people often come in for photos due to the misinformation on the site. read more

If you have not been in this location in a bit, give it another try! I was unbelievably pleased with the service provided by the current employees- knowledgeable, efficient and incredibly pleasant. I had experienced nothing but grief in this location in the past but that has completely turned around. The 2 employees of mention, Jen and Ollie, could not have been more accommodating. My thanks for a job well done! read more

Oliver and Corey were absolute rock stars. I came in with a large, complicated order of oversized artwork going to multiple locations, and I wasn't sure the best ways to ship them. They were insanely patient and incredibly helpful, giving me comparison prices on different options, and plugging away for at least 45 minutes with smiles on their faces and no sense that they were impatient. And they managed to wait on all the other customers who came in. I cannot say enough how friendly, knowledgeable, patient and helpful they were. read more

Terrible. Dirty, slow. A bit sad. They hire teenagers that don't seem to be well trained or are underpaid maybe? Avoid if you can.

I came here for an important drop off before work. The hours on both yelp and posted right on their window. Say they open at 8:30 but at 8:50 AM, the door is locked with no one in sight. read more

If it wold be possible to give a less than one star rating I would. Bonnie, the woman with the red hair that is referenced in multiple reviews has consistently delivered subpar customer service. Things have gotten dramatically worse since UPS and Amazon have rolled out boxless returns that only require a quick scan of a QR Code. I am extremely considerate when I go to this location. I have my QR Codes ready for quick access on the phone, I have my returns (usually 3-5 items) organized, and I pick off times of the day when the store is empty or has few customers. Today was the 3rd time that Bonnie has become downright hostile and confrontational over processing returns. Today she went over the line. It started as soon as she saw the Amazon returns. I had 3 shirts and one package of socks. I saw a visible reaction of her furrowing her brow and her face turning red. As I approached the counter I said "I have a few returns, I apologize. I will be quick. I have everything ready to go." She was clearly annoyed. I placed my bag on the counter and took out my first item and presented the code for scanning. She hissed "YOU HAVE TO MOVE IT CLOSER." I did as instructed. I took my next item out of the bag and placed it on the counter. Bonnie then pushed my bag to the side of the counter and swept the item aside. I was mortified. I couldn't believe anyone would act like this. At this point I picked up my remaining items and said "Ma'am, I am going to go somewhere else. I'm appalled by your hostility and this is the 3rd time you have done this to me." Bonnie quickly replied "People like you will get this treatment anywhere you go." Another customer had entered the store by this point. I simply picked up my items and walked out of the store. I will be using the Greenbrea location in Bon Air Plaza from now on. UPS please address this situation. This should not happen...ever. read more

BONNIE CHEATED by charging more than 3X what she had to. This UPS Store deserves a negative rating due to the awful customer dis-service from this horrible person. When I asked for the cheapest rate to send a paperback book to Colfax, CA. I was quoted over $20 for next day delivery. OMG! "It doesn't need to be next day delivery.", I said. Bonnie next quoted me over $17 for second day. Once again, I said "It doesn't need to be delivered that soon." Again I asked, "What's your most economical rate?" Bonnie suddenly turned bitter and told me to take my book to the post office and good luck if it ever arrives at its destination. Since I had allotted just enough time to make this stop at the UPS Store on my way to work (to serve customers), I decided to go with the $17 rate. While finalizing the transaction Bonnie made another remark about postal book rates and comparable rates for UPS. I asked what rates are those? She looked up a $5 rate that she could have charged me for delivery within a few days. I asked Bonnie why she didn't tell me that when I first asked for the cheapest rate and she began to argue with me about tracking and extra services. After raising her voice saying, " I'm not going to stand here and argue.", she turned and slouched away. I suspect that, being so nasty, Bonnie will somehow manage to delay or even lose the package. I pity the employee who, working a few feet away the whole time, had witnessed her employer's ugliness. read more

I want to thank Jennifer, doing an excellent job behind the counter! She helped me with a complicated return to Amazon, and didn't give up until it was resolved in my favor. I really appreciate this level of customer service, and the kindness she showed. A great addition to our neighborhood UPS store! read more

Not sure what is going on with the negative reviews here? I've been coming to this store for at least 3 years since I moved into the neighborhood. Bonnie, the store manager, has really improved operations and is always friendly and efficient. Sometimes she is the only one there and still manages to stay positive and keep transactions on track. We live in strange times and that she is there day after day delivering good customer service says a lot about her! read more

Tragic red head store manager. Did not catch her name. The most disrespectful interaction I've had in a business operation to date. Impatient, rude, manipulative and unkind. Because of her impatience and disorganization, she asked me to never return to this store when I inquired as to why she was acting rude. You bet I'll never return. read more

This is truly the one-star UPS store... the UPS Stores in San Rafael (by Trader Joe's) and Greenbrae are so much better. The woman running this place needs to retire or perhaps find a career where she doesn't need to interact with others. Believe all these reviews... they are accurate. You've been warned. read more

Run away. The lady in this store is not at all smart and she's a stubborn mule. You're wrong, she's right. She calls out phone numbers and addresses for all in the store to hear, and moves at 2mph while you go slowly bananas wondering why this is so hard. When the package gets lost, it's your fault. You make a comment, she says go elsewhere. Honestly, you're better off finding another UPS location or doing online what can be done online. read more

Long lines and slow af. I don't k ow if the post office is any better but jeesh avoid this place if you can. Also it's always uncomfortably hot in the store. read more

My husband is disabled and they have always been very kind and helpful. Sometimes they have even brought the mail out to his car. There are probably more convenient locations, but we stay there because the staff has been so nice! read more

I've never used this UPS store for anything other than dropping off pre-labeled packages, but it's super easy to get to and there is plenty of parking. Much easier than trying to access the location closer to downtown. read more

I use this place a lot, mostly for Amazon returns. I have never had any problem with the employees or the owner. Probably a good idea to go elsewhere for you complainers. read more

Unfortunately, I gave this place another chance after they sorely messed up a delivery that was time-sensitive for Christmas a few years ago. This time it was for a friend who was sick, living in the country where the Post Office doesn't deliver, and too weak to leave the house. For some crazy reason, Peter, the clerk takes it upon himself to send it to the Post Office for mailing - not checking to see whether it was possible - whereupon the package was lost since they also don't provide a tracking number even though charging more than the post office. I didn't even realize that they had mailing services, and went to UPS specifically to send the package because they do deliver to that area. Then Peter determines it would be better off going by mail without asking me, or checking first to see if it was deliverable. Bonnie tried to trivialize the incident when I went for a refund by talking about the weather, but neither apologized for the horrific display of incompetence and lack of ability to do anything about the error. If it's anything important or time-sensitive, do consider using anyone else. read more

Close the store! The female that waited on me was apparently the manager - yikes! Gave me a receipt after I had to ask for it. I should have looked at the receipt. After getting home and receiving refunds and confirmations of 3 of the 4 packages I dropped off, I decided to look at the receipt. There was 3 packages listed on the receipt that were not mine, and only 3 of the 4 that were mine. It took a phone call and email to the owner of this UPS store that never even gave me any response. It took me calling Amazon and spending over an hour trying to get a refund 2 weeks later; after confirming they did received the package at their dock - but since it had not been scanned in when dropped off, it was not refunded. This clerk needs to be trained (or fired) judging by the reviews. read more

Just went in to get documents notarized. The woman notary up front was was working with a couple. We stood by the door - only option inside the store - and chatted while we waiting. The notary gave us a few harsh glances and mumbled something none of us heard. Then she snapped, stood up and told us we were too us too loud and to get outside the store. He manner was so rude. I asked her why and that made here angrier and she said she wouldn't do business with us and would call the police if we didn't leave. Quite alarming. read more

Fantastic store, courteous helpful staff, ready to help and make things quick and easier than most packaging stores