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:10/24/2024

  Type:Delivery 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.

  I have been using the *** Store located at ********************************************** for nearly 20 years to collect and forward my mail. I have an annual contract with them that has been paid through 3/24/2025. I normally contact them once or twice a month via email and voicemail to request my mail be forwarded. My most recent request began on Monday October 14, 2024. I have left emails and voicemails every day requesting my mail be delivered to me. I have received no response (and no mail) from the *** Store. I believe this constitutes mail tampering and breach of contract and believe the local BBB should be made aware of this situation. I have quite a bit of sensitive material that I need delivered including credit card, ********* insurance, homeowner information etc. I have filed a complaint with the *** Store corporate office but have not received any follow-up from them.I would appreciate any feed back you can provide me. Thank you for your attention to this matter.****** ***********

  Customer Answer

  Date: 11/07/2024

   
  Better Business Bureau:
  
  

   I finally heard back from the *** Store **************** and my immediate concern has been resolved. 

  
  

  Thank you for your follow-up and attention to this matter.

  
  

   
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:10/11/2022

  Type:Delivery 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.

  I took a package to the *** store to be shipped to my daughter in ** on 9/27/2022. The box contained two wrapped birthday gifts (a tshirt in striped paper and a videogame in blue paper), another tshirt in a pink plastic bag, a ring in a box, a birthday card, and some snacks. The clerk, ***** (Employee #******) made a HUGE deal about the fact that they could not insure my package because "if we get wiped out by the hurricane, there is no guarantee what will happen to your package". I shipped it, and was told to expect it to arrive no later than Tuesday 10/4. I checked the tracking (1Z1A090A0399696868) online and it said that the facility was still waiting for the package but the label had been created. I knew this could not be, because the label was created *when* I personally dropped the package off in the store. I tried to call customer service but it said that there was no information and I needed to wait to file a claim until the next day. The next day, I tried to call the store directly and got no response, so I went in. The clerk told me that the manager said a lot of people's packages were delayed and they had not scanned right, which is why the tracking info was incorrect, but they would look into it. I checked the tracking again on 10/8 and it said it would be delivered on 10/10. When it arrived, the box itself was taped quite a bit, like it had been opened and re-packaged. Inside, my daughter found that her presents had been opened - the striped paper and the blue paper were crumpled and in the box - but her tshirt that was in the striped paper was gone, and someone had added random (and quasi-offensive) items to the box, like a Christian **** a drink coozie advertising an anti-drug clinic, and a pair of dirty socks (among other things). Seeing as how my daughter, the recipient, has a Muslim-sounding name, this is especially rude. I tried to call and I get only recordings and it will not allow me to file a claim online either.

  Business Response

  Date: 10/18/2022

  The package was brought in on September 27th. Hurricane *** was projected to be a direct hit to Pinellas County and the Tampa ********. The customer was informed that the local *** center had shut down early, the package would not ship out that day,  the delivery date of the 4th was the expected delivery date had there not been a hurricane headed straight for us, delays would most definitely occur due to inclement weather,  and that we could not guarantee the safety of the package if there was a direct hit by the hurricane. Our store closed early to prepare for the Hurricane that day and we remained closed until Friday. The local *** center remained closed until Monday the 3rd.  All of our packages from the 27th, the 30th, and the 1st were picked up by *** on that Monday.  The package was intact when it left our store. If you would like us to file a claim on the package please call the store and let them know the contents that are missing and the value of the items. We will need the recipient's phone number. Please inform the recipient that they will need to hold onto the box and  all packaging material so that *** can conduct an inspection.  
  I have attached the signed PSO showing that the delivery day of the 4th was expected.  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18198073
  
  I am rejecting this response because I am quite aware of the delays from the anticipated hurricane and that was not the issue.  I am well aware of that situation, and the delay was not the problem.  The issue was the fact that the package arrived damaged with missing items.  When I shipped it, it contained 2 wrapped presents (a shirt and a game), several packages of snacks, a ring in a box, a card, another souvenir t-shirt in a bag, and other small items.  When it arrived, someone had opened the package, removed the wrapped presents, UNWRAPPED them, threw the crumpled up wrapping paper back into the box, took one of the gifts (the gift shirt) AND the snacks, and instead threw a bunch of random extra stuff into the box - like a DVD copy of "All Dogs go to Heaven" (which is insulting, as we are not *********** a pair of DIRTY socks, drink coozies advertising a drug clinic (also an insult and very triggering, as her father was an addict), and some random insulated drink cups advertising some college somewhere.  To have my daughter, who is **** miles away at college, open her anticipated birthday present to be hit with insulting and triggering items instead is the issue - and the weather is NOT to blame for that.
  Incidentally, the same exact time I dropped off this package, I also dropped off an amazon return, and that too has gone missing, which messed up my ability to have my account refunded on time.  The constant in this equation is THIS STORE.  A hurricane does not open packages and neglect to ship out items as expected.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/20/2022

  Hi ******************, 

  Like I stated in my previous reply, The package was intact when it left our store. The package was NOT opened nor was it tampered with before it left our store. If you would like us to file a claim on the package please call the store and let them know the contents that are missing, the items that were damaged, and the value of said items. We will need the recipient's phone number. Please inform the recipient that they will need to hold onto the damaged items, the box, and  all packaging material so that *** can conduct an inspection. 
  

  In regards to your Amazon return, please see the attached Information sheet. 
  

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18198073
  
  I am rejecting this response because, as I stated in my original complaint, I HAVE tried to contact you directly to file a complaint about this.  Every time I call, it bumps me around to different recordings until it tells me that they are unable to assist me and disconnects.  I call the store directly and I get sent to voicemail, and nobody calls me back.  I went on the website to file a complaint and it said I needed an account, so I set one up, and then I tried to file the complaint then and it said I could not because my tracking number was not associated with my account.  I went to the BBB after trying for MULTIPLE days with absolutely no success to do EXACTLY what you are trying to tell me to do now.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/01/2022

  If you would like us to file a claim on the package, please call, EMAIL OR STOP BY the store and let them know the contents that are missing, the items that were damaged, and the value of said items. We will need the recipient's phone number. Please inform the recipient that they will need to hold onto the damaged items, the box, and all packaging material so that *** can conduct an inspection. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18198073
  
  I am rejecting this response because:

  you are telling me to call, email, or stop by to open a complaint.  I did all that.  I called.  I was bumped around to various recordings until the system hung up on me.  I went on the website and tried to open a claim that way, and it said I needed an account...so I did that, and then it said I could not open a claim because the tracking was not associated with my new account.  And I cannot stop by because I work SEVEN jobs and unless you are open before 6am or after 11pm any day, I am at work.  This is exactly what I was TRYING to do all along.  You have all the info.  Ball is in your court, but please stop telling me that *I* need to do something over here because I have tried it your way.  It didn't work.  That is why I reached out to the BBB for help.
  
  Sincerely,
  
  *********************************