KNOXVILLE, Tenn. — The UPS Customer Center on Callahan Drive is open on weekdays for customers to pick up and drop off packages. But, its business hours are split, according to the sign on the door.
"I got here at 11:38," said Jennie Collingsworth, a Knoxville resident who went to the store to drop off packages to be mailed. "The hours on the website, say they're open from 9 a.m. to 12 p.m. and 3 p.m. to 6 p.m. And there was a crowd of about, I don't know about ten to 12 people that were here."
Jennie said the people outside told her the store was closed.
"It's just frustrating because you're planning your day around picking up, dropping off based on what the hours that are posted on the website," said Collingsworth. "And then you get here. And they've changed the hours that they closed. But they didn't post anything, 'sorry for the inconvenience,' that didn't have anybody standing out here to let people know we had to close early for whatever reason."
She said no one knew the store was closing early.
"Some people were told to come back at 11:30 a.m. to pick up their packages, and they came back and they had closed on those individuals that they told to come back," said Collingsworth.
Timbs Jones said he's gotten package notices since last week. He said for the past few days, he's gotten emails that his package would be delivered, but it never showed up.
"Last night, I got online and looked at it," said Jones. "And that's what it said. This was like 10 p.m. and said that it was going to be delivered by 7 p.m. yesterday. So then this morning, I got on. And I looked at the exact same message, the date changed to today that it would be delivered by 7 p.m. So then I decided, well, I'll just go out to UPS and see what's going on."
Another customer waiting at the store says he paid for two-day shipping for his phone to be delivered and because of the delivery and pick-up delays, he still hasn't gotten it almost a week later.
Timbs also walked up to the closed store. However, he came after the 12 p.m. posted closing time. He said he wishes UPS would do a better job at communicating.
"It certainly makes me wonder what's going on with UPS," said Jones. "Because if they'd be honest with me and say that it was gonna be delayed or whatever, that's fine, but don't tell me it's gonna be delivered on a day by 7 p.m. and then it not be delivered."
In a statement emailed to WBIR, a UPS spokesperson said:
"The storm halted deliveries for more than a week in the Knoxville area. We are continuing to work through a backlog of packages and will deliver as soon as possible."
Collingsworth said she understands the weather delay's impact, but she wants UPS to communicate more with customers, especially when closing a store early.
A USPS spokesperson also shared a message with WBIR.
"Letter Carriers are continuing to deliver all available mail and packages in Knoxville and throughout Tennessee where it is safe to do so."
FedEx did not get back to WBIR by the time this story was posted.