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Business Profile

Mailing Services

The UPS Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mailing Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/03/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Complaint *********** Inadequate Compensation for Lost Package Dear Better Business Bureau,I am writing to file a formal complaint against *** for their handling of a lost package and their refusal to provide adequate compensation.Shipment Details:Tracking Number: 1ZR4661V6704157226 (They deactivated the number)Shipment Date: February 5, 2025 (Wednesday)Expected Delivery Date: February 17, 2025 (Monday, was never delivered)Contents: One iPhone 13 Pro Max and one iPhone 13 Total Value: $2,199.00 Claim Number: ************* Despite filing a timely claim, *** only reimbursed me $352.67. This amount does not reflect the value of the lost items, nor does it account for the shipping fees incurred. *** has further stated they are unable to ship the package and have refused to either issue a full refund or return the items.I believe this resolution is unfair and unacceptable given the declared value of the contents and the service expectations set by ***. I am seeking assistance from the BBB to help facilitate a fair resolutionnamely, full reimbursement for the declared value of the lost package.Thank you for your time and attention to this matter.Sincerely,Patience

    Business Response

    Date: 06/24/2025

    Dear BBB:

    I am sending this email to respond to the above reference complaint number. The UPS Store is a business that shops parcels on behalf of the ***************. This also means that the UPS store is not responsible for any lost or damage done to any item that is shipped from the store. This statement is written in all the documents given to the customer and is communicated to them. However, when a lost or damage happens to a shipment, if they are insured by the customer for the claim value, the *******, is responsible to pay the damage pending investigation. We, at the UPS Store initiate the claim as a service to our customer not as a mandatory requirement by the ******** as we did for this customer. 

    The decision as to accept the claim and the amount of repayment for the damage all depends on the *** investigation. Clearly, the UPS Store has no part to play in any of these steps and has no effect on the outcome of the decision making. 

    Although we are sorry for the customer's lost, but they have been paid compensation by the ******** and we hope this respond will help you to conclude this complaint.

     

    Thank you for your time,

    The ups Store

     

  • Initial Complaint

    Date:01/25/2024

    Type:Delivery Issues
    Status:
    Answered
    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 have been renting a postal box at this location for over a year and a half. On November 27, 2023 I made an online purchase. On December 4, 2023 at 8:41 am PST the package was delivered via PIGGYSHIP tracking number # 4C000363052US. I called the UPS Store immediately after receiving the notification of delivery, the employee confirmed delivery of the package. And informed I was being charged a $5 fee. On December 16, 2023, I went to retrieve my package and was advised by an employee, the package was not there and was never logged in the book minutes later ****** (manager) via phone said and that **** (owner) had sent the package back due to a miscommunication on their part. On December 18, I have asked for tracking information and have been given the run around. December other packages were sent and I was advised after 3 days there is a $5 fee to retrieve packages. There was nothing in the contact that I initially signed to rent a mailbox, that there is a $5 fee for packages at all. And I've had other packages from Amazon delivered without any fees at all.

    Business Response

    Date: 01/26/2024

    Thank you for communicating this information with our store.

    Unfortunately I don't recall the situation as described in the email and I would appreciate if we could have the customer name or box number so we can provide you with proper documentations regarding the Mail Box rental terms and polices.

    Hope to hear from you and thanks again for sharing the information,

     

    The UPS Store,

    8939 ***************************************. 

    ***********, **. 90045

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

The UPS Store is NOT a BBB Accredited Business.

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