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:03/15/2024

  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.

  In January of this year, I went to use the UPS store for a store return to *** clothing company. After getting the return at the front desk, I was given a receipt for my package. Two months later, I get a call from the UPS store and the young woman stated that I had a package at their store and that I needed to come pick it up. I was very confused, and said I will come pick it up right away. Unfortunately, I trusted the store to do the return, and did not keep the original return receipt given to me from the store. When I arrived at the store to pickup the package, the young woman brought the package out completely ripped apart with no label on the package. Obviously it was some kind of mistake made by the store. The problem lies in that it was $150 coat and the point of return had passed from ***. So, at this point the owner of the UPS store got involved. After explaining and arguing with him, He stated that his crew did the right thing and that they tried to call me. I stated I have never ever received a call and I could prove this based on the phone number they used to call me that day. I would not just drop off a package with no label and just walk away. I felt like the UPS store was responsible for not returning my item. There has been numerous occasions when I walk in with an ****** package to this local UPS store to return something and they will charge you for 4 inches of tape. It is clearly stated on ****** policy that all you need to do is return the item to the store and that the store will package and tape it up for the return. I am aware that ****** reimburses the store for this inconvenience. However, the owner of the store charges the patrons and I think this is totally wrong and unfair. The owner of the store is incompetent, he does know how the store operates and has to constantly ask for help on how to do the most simple of task. He is rude to his customers.! This is unacceptable for such a large company to allow this owner to treat his customers in such a matter. Now I am out $150 for a coat that I cannot use. When I went into his store to ask for help and a return, the owner attempted to call an employee who attempted to the return in the first place. I felt like the employee was not telling the truth, and that it did not make sense to me as to why I would just drop off of package and walk away. The mistake clearly was the store’s fault. The owner of the store did not attempt to resolve the issue at all and basically took the employee’s word for it. He told me that there’s nothing he can do. I did inform the owner of the store that I would be filing a complaint with the Better Business Bureau and the UPS regional office in Georgia. When this owner took over, there were several issues with lots of customers as I witnessed this while standing in line on different occasions. This has gotten out of hand with the way he is treating customers. In this area, we are very dependent on that UPS store for our returns and now I feel like I cannot even walk in there because of the incompetence.

  Business Response

  Date: 04/16/2024

  Closing on February 14th we found a package with no label on it in a old ripped up package. My fellow coworker and I tried Numerous times to look through the computer to find if there was any record of this package. Also, our head manager came in and also helped us go through some reports to also find if there was evidence of this being checked in, and a receipt given. A lot people come in and just drop packages on the counter and say they don't need a receipt. We asked if she had a receipt and she said she did not have it most people especially for $150 package would keep the receipt to make sure. The story that she told us at the store does not match the story that she's telling you. I didn't open the package to the jacket but my coworker was able to Open it because the original label was bent up inside there that was shipped to her and that's how she found the phone number. We did tell her to find out if she could still return it because of the error on her part for just dropping it off and if she couldn't to come back and we could see what we could do. From here on out as a safety precaution for our store we are going to print a receipt for everybody, whether they want one or not and put it in a file until the end of each month, but there was never ticket printed because she dropped it on the counter When we were busy Because most people don't have the patience to wait for a receipt. She told the girl there that it had been 3 1/2 months when she came in. She told you it was January and the exact date was February 14 because I wrote it down on the box and in the log that we keep at the store..it's also a little concerning wondering if they already refunded her money because if it had been 3 1/2 months and she didn't get her money back for this jacket why wasn't she notifying us because it hadn't been 3 1/2 months and she did not check in with us and get a receipt.

  Sincerely,

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