I believe the lady is the owner/franchisee. She has a very bad attitude, she is rude in answering any inquiries. She simply says she is NOT UPS. Don't franchisees represent the company to a certain degree? It's good that she has staff who was kind enough to answer few questions. If I have a choice, I would not go there again. There is another UPS drop store at Dorval Crossing (5 to 7 mins drive).