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Business Profile

Express Shipping Services

The UPS Store # 5633

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Express Shipping Services.

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:11/09/2023

    Type:Service or Repair 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 made a purchase with ******. It offered two shipping options, both FREE. Today my package was delivered to a *** Access Point in *******, **. Upon arriving for pick up, it was stated that $5 was owed. While the $5 eventually got paid, this was never communicated anywhere. ****** was immediately contacted. Multiple times it was stated that there was no shipping fee, none charged, none expected. *** is deceptive. *** also states that there are no fees by ***. When searching online I found this is a regular practice by *** Access Sites. *** has contracts with ****** but the consumer has no way of knowing that there will be an obscure, unstated charge. ****** stated they have no knowledge of fees and I needed to take this up with ***. The store does not care. The employees are rude to everyone. But the fact this was not stated by ****** or *** anywhere in the process, except with an extra label placed by the site on the box, it seems that this practice is not only unethical, but possibly illegal.

    Business Response

    Date: 11/19/2023

    The UPS Stores charge $5 per package for holding your package at a secure location.  We do not charge for shipping of packages being delivered to our store.

    Customer Answer

    Date: 11/20/2023

     
    Complaint: 20846073

    I am rejecting this response because:
    ***** stated the shipping and pick up were free. There was never any communication from *** or Macys that there was any additional charge. ***, the actual company, says there is no charge related to the service. There is nothing on the webpage of the pick up location that states there is additional fees for companies offering pick up at their location. And an online search shows I am not alone in the deception. There are many forums of people discussing this practice. This is a fee that was never communicated to anyone, including the shipper. ***** could no believe that there was any fee. I asked that ***** investigate and stop using *** in this area. I want my $5 returned. 

    And to add insult to injury, the incompetent people holding my package never ****ed it was delivered, not even after getting this complaint. I had to tell *** it was picked up, after receiving multiple messages that it was the last day to pick up my package. So they dont actually do anything at this location. Again, a complaint filed with ***. I paid for them to not even **** the box as picked up. They dont do anything to verify what is current on a daily basis. So since I had to follow up with the actual shipper and ***, I want my money back!

    Sincerely,

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

    Business Response

    Date: 11/30/2023

    We are not ******.  ****** shipping was free, that is correct.  ****** does not determine pricing at our private franchise.  Using our business as a delivery and secure holding location for packages are charged to every customer, including our 250 mailbox holders who pay $25-$45/monthly to deliver packages to our location.  Furthermore, this was not set up as an access point package by ******.  Access point packages do not have $5 charges, however, this was not an access point package that ****** would have initiated.  We are also not **** we are a privately owned franchise and are not associated in any way with ***.  All *** Stores charge for package holding at their locations and set their own pricing for holding of packages.  Feel free to contact *** at ************** if there are concerns or further questions with this.

    Customer Answer

    Date: 12/01/2023

     
    Complaint: 20846073

    I am rejecting this response because:
    This store says *** right on the outside with the company logo. They are deciding both Macys and myself, along with all other customers. I will not accept that they lie to retailers and that they intentionally hold packages hostage. I will be reporting this to a government agency for commerce because the ***************** needs to warn customers about ***, as well as the news. And I w still want my money back from these hostile liars.
    Sincerely,

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

The UPS Store # 5633 is NOT a BBB Accredited Business.

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