Complaints

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• Initial Complaint

  Date:02/23/2023

  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.

  Date of transaction Saturday, January 21, 2023. Shipped a vase that belonged to my mother in law after her funeral the same day. Went to her apartment to retrieve it to ship before returning to my house in *******, IL. I was staying at a hotel nearby so shipped it from the UPS Store, ***** ******* Ave., ********, CA as I was traveling back to Illinois on Sunday. It was shipped to her sister's home in Houston, TX. The sister had a vase like this one and wanted both, in memory of her sister, my mother in law. It arrived broken and her sister has been very upset. UPS online said I had to contact the store that shipped it and that they operate separately from UPS store because it is a franchise. The franchise manager and owner *** ********* are dragging their feet. They reluctantly entered my claim. They I said they had to wait for claim to be approved, which it was. Then, they told me the UPS Store had to wait to get a check from UPS. Once they received it, then they would cut me a check. Each week I call, another excuse. Called today, February 23rd and was told they received the check from UPS but have to wait for female owner to cut a check to me. However I asked who is the other owner as you stated *** ********. The response was this is his wife. She is an owner also. I am seeking reimbursement for shipping plus $100 of insurance.

  Business Response

  Date: 03/10/2023

  Per the complaint filed by ******** *****-*********. First off, this person has been reimbursed for her shipping charges and packaging charges. 

  As a UPS franchisee we have certain rules we have to follow regarding claims for damages. We have to submit the claim to UPS which includes the sales slip to prove that we packaged the item, item description and the value placed on the item. We are at the mercy of UPS in the approval process and the length of time before we are notified that a claim has been approved or denied. Once the claim is approved, we again we have to wait for UPS to send us a check for the claim. The normal wait time for a claim is about 30 days but this customer wanted us to pay for it out of our pocket, 

  not the way UPS stores operate.

  We have been in business for 31 years and this customer has been the most unreasonable individual to deal with. Handling claims is a part of this business, but people do not understand that there are certain regulations that we must follow. She was rude so our manger that our manager would not call her back for her current address. I had to call her for her address to send her check.

  
  

  *** ********

  UPS Store 1439

  Customer Answer

  Date: 03/10/2023

   I am rejecting this response because:
  Of the nature in which it was written. The individual I spoke with would state when she would be in contact with me and she did not. I had to make the majority of the calls. The upset comes from this being my mother in law's vase that was improperly packed. Her funeral had been the day before and her sister was very upset in the condition the vase arrived as she had a duplicate and would have both in honor of her sister. There was no understanding of our grief. I was in retail management in the late 80's and my employees never packaged items inappropriately. Maybe the owners should make sure their managers trail employees correctly. By the way, the check was just received earlier this week. 

  
  

  Business Response

  Date: 03/13/2023

  We truly understand that the customer was upset regarding the vase. Unfortunately, this happens at various times during the shipping process in which we have no control over. All of our employees are trained on packaging as this is a major segment of our business. The customer has received all her money back, shipping, packaging and the value of the vase as UPS has accepted the claim. At this point there is nothing more we can say or do to satisfy the customer.