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:02/08/2023

  Type:Delivery 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 went to the UPS store to send an international express on November 7, 2022. And I chose express service for $380, but I couldn't track my package on the *** website. The weird thing was that I could tracked it on the **** website. It so confuses me because I didn't use ****. If I had chosen ****, I would have paid far less than $380. In addition, the *** staff told me that if I choose the price of 380 US dollars, my package will arrive in ***** within 5-7 days, but I waited for more than a month to arrive in *****.

  Business Response

  Date: 02/21/2023

  The customer was given the price for *** and ***** The *** price was $883.83 and $949.77 and **** was $380.39 and she chose to go with the cheaper option with **** and we told her very clearly that it was an estimation and she was ok. Packages going internaional is always an estimate since they have to clear customs. She signed the shipping documents before she paid and it clearly said it went through post office and not ***. So I'm not sure why she is accusing us of not letting her know. It says on her receipt mail and not ***.

  Business Response

  Date: 02/22/2023

  Good Afternoon...the customer was given the option for both **** and **** *** was $883.83 and $949.77 and postal was $380.39 and they chose to go with **** (being the cheaper option). And we did say it was an estimation. The package was held in customs in ***** and then the receiver was not available for **** delivery. So that's why the package was delayed. The customer was made aware that it was going through postal and they did sign the pso before we printed the label and they paid for the shipment. So I'm not sure why the customer is accusing us of not telling them the shipment method. We are not at fault that's all I have to say and we have documents to prove it.

  Thanks,

  *************************

  ---

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 18898207
  
  I am rejecting this response because:

  I am very dissatisfied with the response from the company. Firstly, I did not go to ***** I went to a *** store (please refer to the attached receipt, which clearly shows all *** charges). Secondly, the price is not my primary concern. What is most important to me is that I chose to go to a *** store and use *** services. Why was my package ultimately shipped and delivered by ***** That is my question. Thirdly, the price of $380.39 USD and it is the price charged by ***, as shown on my payment receipt. Ignoring the evidence is truly despicable for an internationally renowned company. Is this considered business fraud?

  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/23/2023

  I agree the customer came to ********************** but when we gave them the price for *** which was $949.77 and $883.83 they chose to go with postal for $380.39. Why would we do fraud. The receipt clearly indicates international express mail with the price. They were not willing to pay the higher price and went with **** option. We even told them at the end of the transaction that "go to ****.com to track your package". When we enter the ship from and ship to information before it prints out the label it shows on the customer screen and we have the customer take a look at the screen have them verify the information to make sure everything looks good and when they acknowledge it that they've made sure that all the information entered is correct they sign it and then it prints out the sipping label with customs forms. By signing they are acknowledging not only the address but the shipping method as well either *** or ****. So how is this a fraud? Did they just acknowledged and signed without paying attention or reading to what they were signing? Or are they that ignorant or not listen to the options when we gave it to them. The reason why the shipment was delayed is because it has to go through customs in *** and ***** and the package was delayed in customs in ***** and once it got released the post office attempted delivery but the receiver was not there...so this caused the delay. I tracked the package and that's what the tracking details say. Please don't accuse us of fraud. We are not a mom and pop store that we charge different price to different customers. We are representing a big brand name and we are very well aware of that. We have all the proof that the customer signed and acknowledged to that they did postal and not ***. Can someone ask the customer that do they not remember that they were given three prices and they chose to go with the cheaper option. I don't know what else to say on our behalf now. This is not acceptable on part of the customer as well to accuse an established business. We are here everyday seven days a week serving the customers and why would we fraud someone and keep coming back to work everyday. Please let me know if I need to provide the documentaton again clearly staing **** transaction.

  Thanks,

  *********************

  Customer Answer

  Date: 02/25/2023

  
  Complaint: 18898207
  
  I am rejecting this response because:
  I would like to make response to multiple points
  1. *** provide **** service
  After the delay of delivery I have called *** customer service to understand why the *** is using **** service to deliver my package and apparently the customer service have no idea about it. I have waiting on the line for customer service to ask their manager and the answer is they don't know and I have to go the the store where accept my order to confirm this. If *** also accept **** package then why the customer service has no idea about it Second, they claimed that they were making a clear claim that the cheapest option is shipped by **** then why wouldn't I just left their store and go to **** office? When I first went back to their store, the staff there insist that they provide the options and all information in showing on the scree. I asked them to show me again on the screen where the information is shown clearly. They refused. I am thinking if they can directly show me on the screen where it is indicating the shipment would be fulfilled by **** then we don't need to argue anymore but they refused. They refused to show the evidence which can prove they are not wrong.
  2. About the delay
  I am not really care about the shipment is delayed since I understand during the pandemic the package usually got delayed. However, what I can not tolerate is they trying to blame the delay in their customers. They said that the receiver is not there so the package was delayed. I have attached the tracking history which showed that it took 12 days to leave US. It is not the truth that receiver is not there so the package is delayed. And the service said the package should be arrive in **** business day.
  At the end, we are the customers who spend money which we put lots of effort to earn. There is no single ***** is easy. Like other customers who may file complaints here, all of us are all busy and struggle in our life and we still try to squeeze our time to file a complaints. What all we want is to get the business showing their respect to their customers and avoid next consumer having similar situation. A big old brand may not represent good quality. For example, Apple got sued for their bad design of butterfly keyboards. I want to have this thing peacefully but their reply really looks aggressive.
  
  
  Thank you BBB for standing with consumers and make all the business better You are doing the right thing and make a great contribution to this world!! Helping out frustrated consumers is super meaningful to each one of us. Appreciate the help BBB offering, the society will make a big progress with your existence.
   
  Sincerely,
  
  *****************