Complaints

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• Initial Complaint

  Date:08/26/2024

  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.

  I came came in to pickup my packages. One was under my name; the other 3 were under my businesses name. The manager gave me one package just from my id and address. However, he did not even offer the other 3 packages that I could see right behind him; with my business name on them. That was his mistake. Instead of owning up to it, he insisted that I show him tracking numbers for every single box. Even though they’re all part of the same order and have the same order number on them. In fact, one of the packages (a pallet) was at my house already. Instead of working with me and figuring out what’s going on so I can get my stuff. He started being rude and condescending to me. He purposefully withheld my packages just to be spiteful. I verified with another employee and I in fact did have the correct tracking numbers. So this is mail fraud. That’s my mail. He knows that and he purposely sent it back to the sender; out of spite. These are tools that I needed for a project I’m starting tomorrow. I NEEDED these. I don’t know why they’d even deliver them to the store. I lost money because of this.

  Business Response

  Date: 08/29/2024

  Regarding the aforementioned concern, please see attachment 1.  UPS Access Point Identification Requirements.  The video and audio of this transaction is saved and was reviewed by the owner of this store.  The Manager followed the required protocol during this transaction which resulted in packages not being released to this customer.  This customer was unable to meet the identification requirements as stipulated by UPS.  The customer failed to provide a matching tracking number or matching name/address for the packages in question.  This policy is a UPS policy placed upon all UPS access points to include all The UPS Store access points nationwide.

  
  The Marana police department was contacted and responded to this store as a result of this interaction.  The customer made unauthorized entrance into a United States Postal Service governed mail room in an attempt to illegally obtain packages without any proof of identification or tracking confirmation.

  
  The package is the property of the shipper and not the consignee until such time that proper identification is produced by the consignee as per the UPS Terms, Tariffs, and Conditions and custody of the subject packages have been properly transferred from the carrier to the consignee.
  
  Adam Kraft
  Owner
  The UPS Store 3350

  Customer Answer

  Date: 08/30/2024

  That isn’t what happened. The manager made a mistake and couldn’t own up to it. So he took that out on me because he’s a resentful and insecure person. He gave me my first package based on my id and address. No tracking number required. As far as the other 4 packages. One was delivered to my home. The other three were delivered to your store. I showed him the tracking numbers and he chose to still not give me my mail. Out of spite. Another employee verified in that same scenario that the tracking numbers I showed were in fact for all three packages. Your manager wrongfully withheld my mail.