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:02/09/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  An important business transaction was initiated November 3, 2023. It is now almost mid-February 2024. The mail I dropped off at the UPS store #**** went missing. Since November, I have been attempting to determine where those letters went. When I followed up with the store, staff referred me to USPS because they picked up my mail from the UPS store. I was not informed, at purchase, that my mail dropped off at the UPS store would be handed over to the USPS. I paid for UPS store services and expected them to take responsibility for the outcome. I had an option to use the US Postal Service (USPS) or go to the UPS Store. After numerous phone calls and multiple discussions, the USPS determined they would not take responsibility for the refund because my receipt is from the WGV UPS Store #*113. I communicated by email with ***** ** (owner/manager?) who advised she would look further into this. She is free to do this. However, on Jan 23, I advised her again, I had already done all the USPS leg work. I took care of my business and paid the USPS directly to duplicate my mailing. I have had no response since January 22, 2024. I am requesting a refund of ******, for services not rendered, from the UPS store #*113.

  Business Response

  Date: 02/13/2024

  On November 3, 2023 ******** ****** came to The UPS Store **** to process a shipment.  She requested a delivery signature and return acknowledgment of delivery.
  
  
  The manager who assisted her, explained in detail that UPS does not provide that service so it would have to be processed through USPS (camera footage available).  The UPS Stores are authorized agents to do shipments for USPS.  Current tracking on the shipment shows that it is still in USPS’s possession and hasn’t been delivered (picture attached).
  
  
  If there are issues with USPS shipments, we are told to direct the customer to the post office, since we don’t have access to their systems.  I still offered to file a claim on her behalf using our USPS account to try to assist but she refused to provide the information I requested.  All email correspondence is attached with dates.  
  
  
  We will not process a refund as we have already paid USPS for this shipment and they still have it.  

  Customer Answer

  Date: 02/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

  #1 I was not told my 2 letters were being given to the USPS when I contracted with the UPS store and paid the UPS store.   

  #2 I requested a phone number, but management only communicates via email.  That is not my best method of communication.  The following comment is not true, or I did not understand it to be true... " I still offered to file a claim on her behalf using our USPS account to try to assist but she refused to provide the information I requested. 

  #3 I am not aware of any information I refused to provide to remedy this issue.

  #4 It would have been good customer service if they had offered to file a claim when I first called and then showed up at the UPS store with this issue. Instead, as I replied in the email, I proceeded to do the footwork and the USPS advised any refund must come from the UPS store because I only have a receipt from the UPS store.  If filing a claim from the UPS store to the USPS gets me my rightful refund, I am more than willing for the UPS store to proceed. 

  #5 Two and 1/2 months after I dropped off letters at the UPS store, I have not gotten the service that I paid the UPS store for.  This is unacceptable.  The UPS store should remedy this problem with me first, via refund.  Then, the UPS store should work to get their money back from the USPS. They have a business relationship with the USPS.  I do not.
  

  Regards,

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

  Business Response

  Date: 02/19/2024

  In response to ********** rejection:
  
  As stated in my previous response; I have security footage showing the manager explaining the transaction in detail.  The UPS Store acted as an agent for USPS- but is NOT USPS.
  

  ******** visited the store multiple times demanding a refund or the owner’s cell phone # because she stopped dealing with the managers.  We will NOT provide personal phone #s.  
  

  I asked ******** to provide the shipment details such as the address of where the shipment was going to file the claim from my end.  She refused- stated in the previous email attachment.
  (The UPS Store can not file claims for USPS.  We are told to direct the customer to the post office because we don’t have that kind of access in the our systems.  I tried to go the extra mile by still offering to try to file a claim for her on my own but she refused.)
  

  The managers have been assisting ******** since November, she’s been extremely rude in our store.  Also demanding that I meet her in person over $******  There will be no refund and she should use a different location.
  

  
  

  Customer Answer

  Date: 02/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  I am awaiting affirmation of a refund.  The response from the USP store #**** indicates it is problematic for a customer to call, ask, visit or request.  Further, my understanding is that seeking customer service is a rude act, equivalent to demanding something not deserved.   

  I called the store, after weeks of not receiving notification of delivery.  On the phone, I was told to address this with the US post office.  This occurred after the store staff researched the system and determined the letter was at a Jacksonville USPS hub.   I called and visited the USPS.  The letter was not found.  The USPS advised they could not provide a refund because my RECEIPT was from the UPS store.  Therefore, I was directed back to the UPS store.  I then visited the store (ONCE) to speak with someone who could provide the refund.  I was directed to email and was given the address.  All communications since then were by email.  I provided multiple copies of my receipt (as requested) with some notations about the actions I took with the USPS, to resolve this.  It would have been most helpful to actually speak with the person emailing.  

  There was no confrontation with managers, over $**.  Please provide the security footage, with audio.  I'd like to hear the verbal details that were provided from the person manning the register, specifically "The UPS store is an agent of the USPS.  I had no clue.  My intention was to use the UPS store as an alternative to the USPS. I was willing to pay the extra cost.  That was my first mistake.  This, I own.   I do not own being rude or demanding.  The person I spoke with was pleasant.  I had no reason to be otherwise.  

  Who are all these managers who assisted "********" since November?  What did they do or could do?  Please provide evidence of "********" visiting the store multiple times demanding a refund or the owner’s cell phone # because she stopped dealing with the managers.  Why would I stop dealing with anyone helping me?  The email was provided to me because the staff person or "manager" on site that day advised he did not have the authority to help.  

  It is very clear and evident that this UPS store #**** business does not value all customers nor consumer dollars.  And yes $** means a lot to ********.

  Regards,

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