Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 29th 2024 I went to the UPS store located at ************************************************************ to mail a package. I paid $69.49 for express delivery from ******* to *********. the UPS store up charged the United ********************* package delivery from the standard mailing rate, because I needed an express delivery. The package was supposed to arrive at the destination by Tuesday April 2nd. The package didnt arrive until Saturday April 6th, which was 4 days past the day promised. I contacted the UPS store and asked for a refund, because the service I paid a premium for didnt happen. If It was going to take 8 days to get the package to *********, I could have sent it standard mail and not paid their $70 up charge for the express **** mail delivery. The UPS store employees blamed the *********** and told me to go to the *********** that picked up the package for a refund. I went to the *********** and the manager blamed the UPS store and didnt want to give me a refund, because they said *** store purchases the delivery, up charges it and prints the postage. The post office said I needed to go back to the UPS store for a refund. I went back to the UPS store and they said I needed to talk to the ***********. No one wants to take responsibility for the fact that I was charged and paid a much higher rate for a faster delivery that didnt happen. Everyone's attitude is 'it's not my problem'. The store failed to provide the service as promised and simply kept the money anyway. No one put me in contact with a manager, or anyone with the authority to make a decision. They simply told me there was nothing they could do about it. I paid $70 for what I believed was an express delivery that wasn't provided. This is fraud. You cannot fail to provide a service you're charging for and keep the money when the said service is not provided.

  Business Response

  Date: 04/22/2024

  We spoke to this customer in ********************** and in person.  He did send out a ******** Express letter shipment.  We are a 3rd party facilitator when it comes to ******** services as we are THE UPS STORE.  We processed the shipping label and secured the envelope.  Our Postman picked up the package same day....as we have video evidence of this.   The package was unfortunately delayed while in the post offices hands.  Customer came into the ********************** to express his concern about the delay of his shipment.  The manager of our store told the sender that we would have to wait for the post office to find and/or deliver package before we can start any refund process.  The refund process would also come from **** as we are a 3rd party vendor.  We even offered to ship another letter for him on the house in the mean time which he declined.  ******** was upset (which is understandable given his circumstances) but the blame is on ****.  We haven't seen or heard back from customer  since then.

   

  Thank you

  Customer Answer

  Date: 04/22/2024

  Im tired of this. Amazon recently used **** to deliver a package that I purchased on Amazon and blamed the post office when the package was not received by the person I sent it too. In this case, the UPS store sold me a service that I paid $70 for and when it didnt arrive on time, tried to push me to the post office when it didnt work out. 
  

  *** charged a premium and offered the delivery service. The UPS store is the one who made the profit on the up charge. *** provided me the receipt for the purchased service. 
  

  Its ***s responsibility. Dont try to push this off on someone else. Take responsibility and return the profit you made to do nothing more than print a sticker and put a package in a bin 10 away. 
  

  If you charge a premium for a service that wasnt provided, thats fraud.