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:03/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 26th, I ordered a pair of shoes from ********. At checkout, I had the option to pay for shipping or pick up the package for free. The **** site gave a few pick up options including the *** store this complaint pertains to. Today, March 29th, I received notification that the package has been dropped at the pick up location and an email by the *** store that my package is ready to be picked up. I also received a phone call informing me that I will need to pay a $10.- holding fee at pick up. This fee was not mentioned at the checkout on the **** webpage nor is it listed on the *** store's webpage. My wife went to pick up the package and asked to speak with the store manager. The manager claimed that since the *** store is a business where customers have mailboxes, they are entitled to charge a holding fee when a package is sent there for pick up. When my wife explained that this policy is not mentioned anywhere on the check-out of the **** webpage, the manager said that they have no contract with ****. When my wife pointed out that this policy is not mentioned in the pick-up email nor the webpage of the *** store, the manager replied "oh well, there are loopholes everywhere." My wife had the choice to leave the package there for it to be returned or pay the hidden fee of the store. She chose to pay the fee and we are hereby filing a complained for deceptive business practice against the *** store. In addition, we called **** to address this issue and were told that they cannot influence the policies of the *** store. We still intend to write to **** and to recommend to either take this pick up location off there selection of pick up sites or post the pick up fee when a customer makes this selection.

  Business Response

  Date: 04/22/2025

  We receive packages in a lot of various ways. We receive packages for non-mailbox holders for a fee of $10.00 per package. We also receive packages free of charge via UPS' Access Point program. To include My Choice and Direct to Retailer (D2R). When packages under the Access Program are shipped, there are special codings that *** is supposed to assign to the package's tracking number and label. Without these special codings, our systems at a store level are unable to authenticate a package as an Access Point package. We believe this was the case with Mr. ******** package, that the codings were absent when received at a store level. Resulting in the error. We spoke with *** about the issue and confirmed it was in fact an Access Point package. As a result, we spoke with Mr. ****** and apologized for the issue. As well as, issued him a refund. While speaking with Mr. ******* he was happy that we followed up with his complaint and offered resolution to this matter. 

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/24/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We my husband and i have been doing business at this location for over 7 years. In all honesty they have been great. There has been a staff change over and this is what happened. I entered the store to pick up a package which usually I get notifications that there was a package for pick up however I did not get that notification but received contact by sender that package was there. I asked the gentlemen I was there to pickup the package and gave him my name. His response was extremely rude! he said with a negative tone " how am I suppose to know who you are?" I was taken back and replied " you ask me nicely to give you my ID" With this he continued with negative comments and I said " you are very rude" and I went away from him to the next person. co worker and received my package. I asked for his name as I was going to report the horrible experience in which in which the co worker turned to him and said "she wants to know your name". Well he smirked gave me the name ******* which it was obviously another mocking" His name is not "*****" . However it didn't end there although he was not serving me with a negative tone ." you have a nice day you now in a mocking tone. he repeated himself until I left the store. I will never walk into that store again period! I wasn't able to obtain his name and that was wrong both by the co worker and him. I'm sorry but after over 7 no plans ever to return . No one should ever be treated that way.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I went about 2 weeks ago to ship some items. I was informed by one of the merchants that an item was sent to another merchant. I brought my items unboxed and unlabeled and watched the employee print out the labels that it was supposed to be sent to. The merchant whose item is missing has been lovely but understandably, they want their item back. I have now called 3 times and spoken to 3 different people, one being a manager named *** who has not called back. The next phone call I made, the employee was arguing back with me saying am I sure I sent it with them? Yes. I asked for his name. He refused and hung up. This is not ok. I am unable to file a claim online or on the phone since it was done in store.