I had a similar experience with our local UPS hub. I did the overwhelming majority of shipping with them over the years and had no real problem with anyone there, though what the requested varied a little between person, which is somewhat understandable. They were the closest place that I could legally ship handguns and their ground rates were good enough for long guns.
Then they hired an incompetent, obnoxious, openly anti-gun, idiot, who is grossly ignorant of both UPS policy and federal regulation, and who wouldn't budge even with UPS' site right in front of her face. After a couple times going around and around with the mouth-breather, I finally gave up and FedEx and USPS (depending on the item) got my business. Living here in the sticks, travel time is a factor, and FedEx is a bit farther of a drive, but at least they've been, thus far, competent and friendly. (It is now largely a moot point as I'm 01FFL licensed, and therefore can use USPS for everything, but still, I'm not likely to bother with the local UPS hub any more.)
If you have a FedEx account, you can schedule a pickup at your location for very little money. In my case, the charge is less than the cost of gas to drive to do a drop off. The downside, is being stuck at home waiting for them to make the pickup.
I was recently turned away from shipping some ammunition, with proper ORM-D labels because the FedEx counter fool saw the labels and went a little crazy. I set it up for pickup from my home the next day, and had no issues.