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:06/24/2024

  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.

  On March 25, 2024, at the *** location on **********************************************************************************, my husband was told to leave a package with 2 pair of my pants. The package disappeared. None knows where it is. I filed the police claim. I suspect internal issues, possibly theft. No one knows where my pants are now The value of the package is : $584.22 My name is ***************************, and my husband's name is *******************.

  Business Response

  Date: 06/28/2024

  To whom it may concern:

  This complaint was sent to the wrong store. Our location is **************. The compliant reads as follows:

  "On March 25, 2024, at the *** location on ****************************************************************"

   

   

  Business Response

  Date: 07/08/2024

   

     Dear BBB

     Att: ******** S  

         We spoke with customer making the complaint when he came back to the store and made the complaint that he came to  the store to do his wife a favor of dropping off some prepaid merchandise that his wife gave him that day. He told us that the store was busy that day  and he did not wait to get a store receipt for the items he  said he left. He told us that he did not know the items were valuable otherwise he would have waited for the store receipt as he was instructed to do. He admitted that he was wrong for not waiting for the store receipt because there was no way for us to retrieve the items that he said he left at the store. We explained him the store procedure in which we process the drop off items and give the to the *** driver every day during the pickup time. We explained to  him that unfortunately there was nothing we could do with no store receipt that allowed us to track the package. He ask us if it was ok to submit a police report since the items were valuable and he wanted to open a claim. We told him that it was fine and that we were more than happy to cooperate with the police report. He called the police and they came and he open a police report. The police came and watch the video surveillance for that day and could not see him in the video surveillance. The police report was completed with my testimony included and he left the store and said he was going to open a claim with the police report.

  We never heard back from them again since the police report was submitted. We have been  in business for more than 30 years providing a world wide great customer service and we are very proud of our business practices and loyal customers.

  We will  like to make sure there is no internal issues and on the contrary we have excellent store reviews that backup our store reputation. 

  Sincerely

   

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

   

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21896406
  
  I am rejecting this response because:

  Because this is an absolute lie. Firstly, when my husband came to the *** branch, he was told to leave the parcel on the table, it was not his decision not to wait for the documents that they had processed the parcel, but the employees of this branch told him to do so. Also, although they deny that my husband came to the *** branch, ***** (an employee of this branch) confirmed that he saw my husband on the **** camera. I also called and came to this branch several times, so it is not true that I did not try to contact them. I came in person and called several times, and my assistant also called them.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/23/2024

  Dear BBB,
  We understand the customer's wife frustration, and we want to clarify our store's procedures regarding return packages. When customers return items through ******* *** prepaid shipping label or utilize a third-party account, they must wait in line to receive a receipt. It is crucial for customers to obtain a receipt as part of this process.
  Regarding the specific incident involving the customer's package, there was a long line at the store on that day, with multiple customers waiting for receipts or other services. The customer requested to leave the package without a receipt due to time constraints, despite being advised by our associate about the importance of obtaining a receipt.Regrettably, the package was left in the outgoing area with others awaiting *** pickup.
  *** driver does not scan every package immediately upon pickup, and unfortunately, the package in question was not scanned and subsequently went missing. While *** generally maintains a high standard of package handling with minimal losses, occasional incidents of packages being lost can occur.
  Upon the customer's return to our **********************, they requested involving the police, which we promptly agreed to in order to file a police report and clarify the situation. We are committed to transparency and have nothing to conceal in this matter.
  For over 30 years, our store has prioritized providing exceptional customer service to our community, earning recognition, trust, and positive reviews from our customers. It is important to clarify that while we do not dispute the customer's visit to our **********************, we emphasize that we did communicate the risks leaving a package without a receipt. We are always open to collaborate and help customers, but in this case *** cannot do anything without the receipt.