The UPS Store # 1460

Ms.,

We will begin by framing the events that transpired and address your concerns. When you visited on Friday May 8th, the associate had a line of people, who we assume were following the proper social distancing requirements. You then cut in front of the people in line to leave your envelope unattended on a front counter in violation of the posted notice requiring pre-label package customers to wait for a confirmation slip. While the associate was assisting the customers in line, your envelope went missing. When you called on Monday, the associate attempted to track your package but could not find any record and passed you to myself for further information. I provided my name when you asked and you began to explain your situation. At that time you informed me that you did not want to wait in line and left your envelope on the counter and that the associate acknowledged you despite her not recalling your package and being focused on assisting the line of customers ahead of you. I informed you that this was a violation of the posted drop-off policy. We also explained that this is the very reason the policy is in place, as we cannot be liable until the package is entered into the system. This is very similar in that if you walked into a bank and left a deposit on the counter, the bank would not be liable for the deposit until it was entered as a deposit and you had your receipt. Regretfully, we are unable to assist you with the package as it was not given to an associate and we do not know what happened in the time that it went missing.
The difference between our front counter and a UPS drop-off box, is that a UPS drop-off box is a locked one way receptacle vs a counter that is accessible to the public, again much like a night deposit box at a bank vs the bank's public counters.
As a majority of masks available have been taken by non-essential people, we have been unable to secure any masks until June. In addition, due to health reasons some of our associates are unable wear masks as the constrictions on breathing exacerbates associate health conditions such as Asthma. We instead clean all customer surfaces as frequently as possible, to include between customers in addition to observing safe practices for coughs and sneezes.
In regards to our security footage, it is on a 2day loop, which means by the time you made us aware of you situation on Monday, it was already beyond the available footage.
In contrary to your beliefs, we do many things other than just sending packages and envelopes. We print, provide mail receiving, faxing services, notary services, packing services, among many things. Our associates are trained to service the needs of the customer with which they are interacting and not detract from their experience, because that's when they could miss an apartment number in an address, miss a digit in a fax number, or mess-up a copy job.
Once again We're sorry your envelope went missing, but we have specific policies in place to prevent things like this from happening. When those policies are not followed, incidents such as these can happen.

I'm sorry for your resentment, however I do not know how else to interpret your actions. You wanted your package to be taken care of before those who were waiting in line, observing social distancing guidelines, and following all procedures and policies. We train our associates to listen to those whom they are assisting, because if they are distracted by something else they could miss critical information in a shipment, print job or customer need. I understand your issues, it is no different than someone who didn't insure their package that was damaged, we unfortunately see it on a more regular basis than we should. We understand the concern for customer and employee health, which is why we have social distancing and cleaning procedures. In regards to face masks, it is both. Were masks available prior to June, it would be difficult for someone with breathing problems or asthma to wear a mask for nearly 9 hours and is the reason we are doing everything we can to sanitize all customer surfaces. If you believed us to be as dirty as you previously stated ("I can't imagine the germs on the counter with her standing there all day with no mask."), it would definitely have been best to utilize the UPS Drop Box as it would have allowed a no contact option to send your envelope. We also have to rely on customers to do their part in conducting business as safely as possible. This is why most customers observe social distancing and wait in line outside until space becomes available inside. Our lobby provides enough space for 6 people to be safely inside in accordance with health guidelines. As essential employees we take our jobs very seriously and understand the critical element we play in our community. I'm sorry your envelope went missing before an associate could assist you, but again this is the exact reason we have a system in place.