Independent profile — not affiliated with The UPS Store
The UPS Store Reviews & Complaints
The UPS Store, Inc. is the San Diego franchisor of The UPS Store shipping, mailbox, printing and notary centers; its own pages say the stores are independently owned and operated by franchisees and that it is a UPS company. This page explains how reviews and complaints split between the franchisor and individual stores, how to reach headquarters and file a claim, and summarizes the Trustpilot snapshot and the New Jersey notary-fee litigation as read on 2026-10-23.
Company Information
- Legal name
- The UPS Store, Inc.
- Founded
- 1980
- Business type
- Franchisor of The UPS Store retail shipping, mailbox, printing and business-services centers in the United States (San Diego, California). The company says the brand began in 1980 as Mail Boxes Etc.; The UPS Store, Inc. is described on its site as a UPS c
- Website
- theupsstore.comSource: The UPS Store Customer Service page, checked 2026-10-23
- Headquarters
- San Diego, CASource: Privacy Notice, checked 2026-10-23
- Owned by
- United Parcel Service, Inc.Source: Privacy Notice, checked 2026-10-23
The UPS Store, Inc. is an identifiable company: its website names it as the provider of the site and as the franchisor of the U.S. stores, gives its San Diego address, and describes itself as a UPS company; its Privacy Notice names United Parcel Service, Inc. as its corporate parent. BBB shows an A+ rating and no accreditation for the profile read (see the complaint record); Trustpilot shows an unclaimed profile with 29 reviews. The stores themselves are separately owned businesses, so standards, prices and complaint handling can differ from store to store; the company says so on its own pages. A review of one store is not a finding about the franchisor, and the franchisor's own documents say it is not responsible for a franchisee's acts or omissions.
Consumers who have a dispute can use the store, the headquarters line, the claims portal, the BBB complaint process or their state's consumer authorities. We do not rate or score the company.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Reviews & Complaints on USAComplaints
USAComplaints currently maintains 95 historical complaints about The UPS Store, published between 2000 and 2014. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.
- Rude Employee Complained About Lifting Boxes, Shipment Was Late
- Damaged $6,850 Speaker Claim Stalled, Clerk Only Relayed Info
- Failed Scan to Dominican Republic, $14.15 Fax Fee Charged
- Charged $47.07 to Ship 11-Pound Package That Costs $13.03 Direct
- Southfield Store Owner Surly and Trains Employees to Be Rude
Show 15 more on this page
- Live Scan Service Procedure Error Cost Time and Money
- Brokerage Charge of $70 Never Disclosed on Package Sent to Canada
- $500 Insurance Claim Unpaid on Laptop Damaged in Shipment
- $2000 Insurance Claim Denied on Damaged Convention Costume Head
- Promised Furniture Crating Not Done, Pieces Arrived Damaged
- Charged 27 Dollars to Send Small Package Thirty Miles
- Owner Rude and Called Customer a Liar Over Shipment Information
- West Palm Beach Store Charged $19 to Return Package Costing $7.63
- Told Prices Matched Post Office, Charged Nearly $30 Versus $10
- Charged $292 for 27 Pound Box Billed as 47.5 Pounds Over Holiday
- Refused to Ship Self-Packed Saw After $170.78 Packing Quote
- Holiday Packing Peanuts Cost $8 and Owner Shouted at Customer
- No Estimate Given and $256 Charged to Pack Five Paintings
- Owner Shouted at Customer Returning Prepaid Dish Equipment Box
- COD Watch Shipment Ended With Fake Check Instead of $1159
Complaint Themes
Had an experience with The UPS Store? Tell other people what happened.
Submit a ComplaintContacts & Payment
- Official websitetheupsstore.com ↗
Settlements & legal notices
- Customer Claims Portal (lost or damaged shipment)online.upscapital.com/tccp ↗
Corporate & press
- Headquarters customer support(800) 789-4623
Other contacts
- Legal Department (franchise registration questions)(858) 455-8800
Locations
- Headquarters9350 Waxie Way, Suite 520 San Diego CA 92123
The UPS Store reviews and complaints: who to contact and how to file a claim
Checked on 2026-10-23 against The UPS Store's own pages, BBB and Trustpilot. Keep the receipt, the tracking number, photos of the item and packing, and the name and store number of the location you used.
- Store or headquarters. The UPS Store's customer service page says: "All UPS Store locations are owned and operated by franchisees of The UPS Store, Inc. You can either contact the store directly or call the customer support team at The UPS Store Headquarters - (800) 789-4623." The page lists the headquarters line as available Mon-Fri 7:00 am-5:00 pm PT and Sat-Sun 7:00 am-4:00 pm PT (as displayed on 2026-10-23). Its FAQ also says "Prices, services and hours of operation vary by location", so prices and services at one store may differ from another.
- Lost or damaged shipment: claims portal. The page's "Filing a Claim" box points to The UPS Store Customer Claims Portal (online.upscapital.com/tccp) and suggests: have your tracking number ready; gather your receipt or other proof of value; retain damaged items and all packing materials; take photos of the damaged items and packing. It adds: "If you need further assistance, please contact The UPS Store where you shipped the package."
- Pack & Ship Guarantee. The guarantee page says it applies when a participating location packs the item using only new materials bought at that location and ships it via UPS on that location's UPS account. It then lists reimbursement of the item value up to the declared value (subject to "the lesser of the actual value, replacement cost, or repair cost"), the retail price paid for packing materials and services, and the shipping cost (excluding Declared Value charges). It says that in the event of a claim you "just return to the same location with your receipt and claim details". It also says: "if you do not declare the value of the item at the time of the transaction and purchase Declared Value for that amount, your maximum reimbursement for the item's value is $100", and that the guarantee does not apply to customer-packed packages, shipments packed in materials provided free of charge by any carrier, shipments processed through UPS.com or your own UPS account, items shipped via UPS Freight, UPS Supply Chain Solutions or any other carrier, or USPS shipments. The page also says the guarantee "includes coverage for UPS only". It adds that it is "available at participating center locations. Restrictions and limitations apply."
- Arbitration clause. A separate PDF on theupsstore.com (footer "Arbitration-Class Action Waiver Agreement 9.8.16 Final") is an agreement between the claimant and the franchisee. It says they agree to resolve disputes about the shipping transaction and the franchisee's shipment-insurance offer by individual binding arbitration under American Arbitration Association rules, except for disputes that qualify for state courts of limited jurisdiction (such as small claims), and that the agreement also covers disputes involving United Parcel Service, Inc. and its subsidiaries or affiliates. It says arbitration takes place in the county where the transaction occurs and that disputes under $15,000 are decided on documents (desk arbitration). The page does not say at which counter or on which receipt it is presented; check your own paperwork. Notary services have a separate waiver; see the litigation section.
- Problems with UPS itself. The customer service page says: "If you are looking for support related specifically to UPS and not The UPS Store franchise network, please contact UPS directly." See the UPS profile on this site for UPS's own channels.
- Your own state. The government complaint routes (state attorney general, state notary or consumer-protection offices) were not opened for this page, so none are quoted here.
The UPS Store reviews on BBB, Trustpilot and in our archive
Snapshot, as displayed on 2026-10-23. These sources are not combined or averaged.
- BBB. The BBB listing "The UPS Store" (6060 Cornerstone Ct W, San Diego; alternate names "The UPS Store Inc" and "The UPS Store Corporate Headquarters") shows "This business is NOT BBB Accredited" and a BBB Rating of A+. Its "View Headquarters" link leads to the United Parcel Service profile, and the complaint and review figures shown on the listing are the same as that profile's, which says it "includes complaints for United Parcel Service's headquarters and its corporate-owned locations". They are therefore not reported here as The UPS Store's; see the UPS profile. A BBB search for "The UPS Store Inc" near San Diego also returned other listings, several under the name United Parcel Service, Inc. (one at 6060 Cornerstone Court marked "Franchise Relations Dept."); those were not added in.
- Trustpilot. The page for theupsstore.com shows 2.0 from 29 reviews (35 percent 5-star, 59 percent 1-star), 5 reviews in the last 12 months, an unclaimed profile, and the notice "This company hasn't invited their customers, so reviews may not be representative". Trustpilot also states that it does not fact-check reviews.
This site's archive. 95 approved complaints about The UPS Store and Mail Boxes Etc. on usacomplaints.com are linked to this page as its own, dated 2000 to 2014, plus 2 posts filed under the name UPS that describe a UPS Store counter; most name a specific store number or city. They are customers' own accounts and have not been verified by us. Keyword counts over these posts (a post can fall into several groups, so the counts must not be added up): damaged or lost shipments and insurance claims, 52; charges, quotes and fees, 58; mailbox rental and mail forwarding, 30; rude or unhelpful staff or owner, 40. Because the archive stops in 2014, it says nothing about how current stores perform.
The UPS Store lawsuits
Notary-fee class actions in New Jersey (McLaren and Tripicchio). Two putative class actions against The UPS Store, Inc. and several of its New Jersey franchisees were removed to the U.S. District Court for the District of New Jersey in 2021. The Third Circuit's precedential opinion of April 25, 2022 describes the allegations: the plaintiffs "purchased notary services at UPS stores in New Jersey" and assert that the stores charged more than the $2.50 fee New Jersey law permits (one plaintiff alleges a $5.00 charge; the other alleges $2.50 plus a $12.50 "notary convenience fee"). These are allegations; the opinion decided only procedural questions. It held that the defendants' removal was timely, vacated the remand orders, and sent the cases back to the district court to consider whether the Class Action Fairness Act's local-controversy exception requires it to decline jurisdiction.
On April 29, 2023 the district court denied the plaintiffs' motion to remand in McLaren, and the case stayed in federal court. On April 30, 2023 the court in Tripicchio granted in part and denied in part the defendants' motion to dismiss (granted as to Counts IV-VI of the amended complaint, which were dismissed without prejudice, and denied as to Counts I-III). On September 28, 2023 it denied a plaintiff motion to enjoin the defendants' class-action waiver and arbitration provision; the opinion describes a "UPS Store Electronic Waiver for Notary Services" that "was created by TUPSS for its franchisees to use" and that, per testimony it cites, franchisees were required to obtain from each customer starting around September 2021. The cases were consolidated by order of October 10, 2023 (the McLaren docket shows that an earlier September 20, 2023 order was vacated).
On October 16, 2025 the court denied one franchisee's (Hamilton Pack N Ship LLC) summary-judgment motion. On November 20, 2025 it granted in part and denied in part a motion to dismiss the consolidated amended complaint: it found the consumer-fraud, unjust-enrichment, civil-conspiracy and franchisor vicarious-liability allegations plausibly pleaded, dismissed the TCCWNA claim, and denied the motion to strike the class allegations as premature, saying the defendants "may renew their arguments at the class certification stage". These are pleading-stage rulings, not findings that fees were overcharged. As of 2026-10-23 the McLaren docket (filed July 30, 2021) shows filings through October 2026; no class certification decision or final judgment appears in the entries read.
Other docket search results for "UPS Store" (CourtListener, 2026-10-23) include suits against individual store owners and several cases whose subject is not stated in the search listing; they are not described here.
Court & Public Records
McLaren v. The UPS Store, Inc. and Tripicchio v. The UPS Store, Inc. (putative New Jersey notary-fee class actions)
FiledPutative class actions by customers who bought notary services at New Jersey UPS Stores, alleging fees above the $2.50 New Jersey limit; the defendants include The UPS Store, Inc. and franchisees. The Third Circuit held removal timely and remanded for consideration of the CAFA local-controversy exception (opinion of April 25, 2022). Later rulings: remand denied (April 29, 2023); Tripicchio motion to dismiss granted as to Counts IV-VI (dismissed without prejudice) and denied as to Counts I-III (April 30, 2023); motion to enjoin the class-action waiver and arbitration provision denied (September 28, 2023); consolidation (October 10, 2023); one franchisee's summary-judgment motion denied (October 16, 2025); motion to dismiss the consolidated complaint granted in part and denied in part, TCCWNA claim dismissed, motion to strike class allegations denied (November 20, 2025). These are pleading-stage rulings. No class certification decision or final judgment appears on the docket.
Franchisor and franchised stores: what a review of The UPS Store refers to
What "The UPS Store" means in a review. The UPS Store, Inc. is a San Diego, California company whose site footer calls it "a UPS company". Its Privacy Notice refers to "our corporate parent, United Parcel Service, Inc." and says the notice does not apply to the consumer information collected by the franchised center locations. The site footer says: "The UPS Store locations are independently owned and operated by franchisees of The UPS Store, Inc. (although one or more may be company-owned)" and "All employees working at The UPS Store franchised centers, including the notary, are employees of the franchisee and the franchisee alone and are not The UPS Store, Inc. employees." The Terms of Use (last updated January 11, 2017) add that The UPS Store, Inc., "its parent and affiliated entities are not responsible for the acts or omissions of any The UPS Store franchise location".
So a review can be about three different things: a single franchised store (counter service, pricing, packing, mailbox and notary services, which that franchisee runs), the franchisor's systems and policies (the Pack & Ship Guarantee, the claims portal, the website), or UPS delivery of a package that was dropped off at a store. This page is about the franchisor and the brand; the delivery network is covered on the UPS profile.
History, in the company's words. The History page says the concept was introduced in 1980 as Mail Boxes Etc., that UPS acquired Mail Boxes Etc., Inc. in 2001, that about 3,000 Mail Boxes Etc. locations in the United States re-branded as The UPS Store on April 7, 2003, and that "In 2012, Mail Boxes Etc., Inc. became The UPS Store, Inc." The Mission & Vision page speaks of support for retailers "in the over 5,600 communities we serve" (company statement, read 2026-10-23). Older posts in our archive that mention Mail Boxes Etc. refer to this earlier brand name.
Services. The company's pages list shipping and packing, mailboxes, printing, notary, passport photos, faxing and shredding, and a small-business referral program in which, per its Service Provider Terms, The UPS Store, Inc. "may receive commissions" and does not certify the third-party providers. The Canadian network is run by a master licensee and its franchisees, per the footer, and is not covered here.
Company Relationships
- Owned byUnited Parcel Service, Inc.
- Formerly known asMail Boxes Etc., Inc.
Related Complaints
Names this company in a role other than the primary subject — not necessarily current or complete.
Frequently Asked Questions
Who operates The UPS Store?
The UPS Store, Inc., based in San Diego, California, is the franchisor. Its website says the U.S. store locations "are owned and operated by franchisees of The UPS Store, Inc." and describes the company as a UPS company; the Privacy Notice names United Parcel Service, Inc. as its corporate parent.
Is The UPS Store the same company as UPS?
They are related but not the same. The UPS Store, Inc. is a UPS company with United Parcel Service, Inc. as its corporate parent, and its customer service page separates the two: for "support related specifically to UPS and not The UPS Store franchise network" it directs people to UPS directly. Shipments dropped off at a store may travel on UPS's network, so a delivery problem can involve both.
How do I reach The UPS Store headquarters?
The customer service page lists The UPS Store Headquarters at (800) 789-4623, available Mon-Fri 7:00 am-5:00 pm PT and Sat-Sun 7:00 am-4:00 pm PT as displayed on 2026-10-23. For questions about its Privacy Notice, the company gives this address: The UPS Store, Inc., Attention: Legal Editor, 9350 Waxie Way, Suite 520, San Diego, CA 92123.
How do I file a claim for a package lost or damaged after shipping at The UPS Store?
The customer service page sends shippers to The UPS Store Customer Claims Portal (online.upscapital.com/tccp). It suggests having the tracking number, the receipt or other proof of value, the damaged items and all packing materials, and photos of the items and packing. If you need more help it advises contacting the store where you shipped the package. The Pack & Ship Guarantee page says that for a claim you return to the same location with your receipt and claim details.
What does the Pack & Ship Guarantee cover?
According to the guarantee page, it applies when a participating location packs the item with new materials bought there and ships it via UPS on that location's account. It then lists reimbursement up to the declared value, the cost of packing materials and services, and the shipping fees (excluding declared value charges); the item value is subject to the lesser of the actual value, replacement cost or repair cost. Without a declared value purchased for that amount, the page says the maximum for the item's value is $100. It excludes customer-packed packages, shipments packed in materials provided free of charge by any carrier, shipments made through UPS.com or your own UPS account, items shipped via UPS Freight or any other carrier, and USPS shipments, and says it covers UPS only.
Are reviews of The UPS Store about the franchisor or the individual store?
Most reviews describe a particular franchised store, because the stores are independently owned and their employees are employees of the franchisee, as the website footer says. The franchisor's role (headquarters support, the claims portal, the Pack & Ship Guarantee, the website) is a different subject, and the company's Terms of Use say that The UPS Store, Inc. and its parent are not responsible for the acts or omissions of a franchise location. When reading BBB or Trustpilot, check which location the reviewer names.
What do BBB and Trustpilot show for The UPS Store?
Both pages were read on 2026-10-23. BBB lists a profile named The UPS Store at 6060 Cornerstone Ct W, San Diego (not the 9350 Waxie Way address the company's site gives): A+ rating and no BBB accreditation. It links to the United Parcel Service headquarters profile and shows that profile's complaint and review figures, so those figures are not reported here as The UPS Store's. Trustpilot lists theupsstore.com with 2.0 from 29 reviews and an unclaimed profile. Neither page separates the franchisor from individual stores, the figures change, and the sources are not added together here.
Can I sue over a shipping dispute with a UPS Store?
An arbitration agreement hosted on theupsstore.com, between the claimant and the franchisee, says disputes about the shipping transaction and the franchisee's shipment-insurance offer go to individual binding arbitration with the American Arbitration Association, except for disputes that qualify for state courts of limited jurisdiction (such as small claims), and it waives class actions; arbitration is held in the county where the transaction occurs, and disputes under $15,000 are decided on documents. For notary services, the court's September 28, 2023 opinion describes a separate "UPS Store Electronic Waiver for Notary Services" created by The UPS Store, Inc. for its franchisees. Whether any of this applies to a given transaction depends on the paperwork you signed or were shown; read your own receipt and consider legal advice.
Is there a lawsuit about UPS Store notary fees?
Two putative class actions, McLaren v. The UPS Store, Inc. and Tripicchio v. The UPS Store, Inc., allege that New Jersey UPS Stores charged more than the $2.50 state notary fee. The Third Circuit's April 25, 2022 opinion decided only removal and jurisdiction questions. On November 20, 2025 the district court let the consumer-fraud, unjust-enrichment, civil-conspiracy and franchisor vicarious-liability allegations proceed past the pleading stage, dismissed the TCCWNA claim and declined to strike the class allegations; no class has been certified in the entries read, and the claims remain allegations.
Sources (5)
The UPS Store (own site)
- The UPS Store Customer Service page: 'All UPS Store locations are owned and operated by franchisees of The… theupsstore.com
- The UPS Store History page theupsstore.com
- The UPS Store Terms of Use theupsstore.com
Review sites
- BBB profile, complaints and reviews tabs bbb.org
- Trustpilot page trustpilot.com