The UPS Store review: poorly trained staff, disrespectful manager

I was shipping a package overseas for a customer and went into the UPS Store on Justin Road to make sure I chose the correct shipping options and included the correct customs documents. My shipment was time sensitive and I needed delivered on time. Because they cannot pull up my business account on their system, I brought my laptop with me so they could walk me through the process They seemed to be knowledgeable about international shipping and did not tell me otherwise. Trust the experts, right? To my shock and surprise my shipment was delayed because the correct customs documents were not included (Again, the only reason I spent two hours of my day in this store was to ENSURE everything was correct.) After paying for a very expensive two-day shipping to the UK, my customer was irate that the package would not be delivered on time. I called the store and asked that the manager return my call to see why my shipment was handled incorrectly. The employee told me the manager Terry would return my call by noon the next day. She DID NOT return my call and I finally called her myself. She said she would look into the matter and call me back. A WEEK LATER the manager Terry had still NOT returned me call. Once I got her on the phone was hardly apologetic, blaming the issue on the fact that the store is a franchise and accepted no responsibility. Had I known there was ANY type of "franchise issues" and that they could not fully help me, I would have gladly taken my business somewhere else. An apology would've gone a long way. I've never been treated so poorly by a store manager. She did not take my concern seriously and couldn't even be bothered to return a call. My company does a lot of business with this store and we considered them a partner. However, this fiasco has negatively impacted my business. After my deplorable experience with the manager Terry I will not be returning. If the manager had handled things differently I would still be a customer. If you want your packages shipped correctly and expect the manager to treat you with respect, take your business elsewhere.