Complaints

This profile includes complaints for UPS Store 0157's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UPS Store 0157

  6822 22nd Ave N Saint Petersburg, FL 33710-3918

• 

  UPS Store 0157

  6060 Cornerstone Ct W San Diego, CA 92121-3712

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:03/27/2023

  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.

  My wife and I had to fly to ****** for a medical emergency on 3/23. on Friday afternoon she realized she lost her drivers license. We called our neighbor ******************* to go into our house and overnight her passport. He went to this store and said he wanted to overnight this. Cost was $******. Problem was it wouldn't be delivered to us on 3/25 because the facility it was going to wasn't open on weekends. Therefore it wouldn't be delivered until Mon 3/27. The person at the store never said this. How on earth is a customer supposed to know this? Yes we found the date of delivery on the receipt after it didn't show up Sat. Because of the my wife wasn't able to fly home Sunday. Today 3/27 I went there and spoke to the manager who was no help at all. Who in their right mind would pay for overnight at ****** when it didn't get there for 3 days. Had the cashier pointed that out we wouldn't have send it that way.

  Business Response

  Date: 03/29/2023

  All associates are trained to provide the delivery date & price when going through the shipment process with customer. I have observed the employee who assisted with this transaction and she does follow this process in all shipping transactions. After inputting all shipping details that the customer provides, the system prompts us with all shipping options with pricing & expected delivery dates. The employee read the option to the customer. Once the customer verbally selects their shipping preference then ALL shipping details are displayed on a screen in front of the customer to review-- this includes the expected delivery date. The customer MUST hit confirm before the system will print a label. I did a sample transaction (blacking out customer information) to show that the customer does see this information before a label is put on the box and prior to paying. The expected delivery date is circled in red. The "CONFIRM SHIPMENT" yellow button in the bottom right is where the customer clicks once they have reviewed-- they are then agreeing that all details are accurate so that we can proceed to printing a label and receiving payment. We often do overnight shipments on Friday that are not delivered until Monday as we have many customer who ship to businesses not open on weekends, but need their shipment guaranteed to be delivered on the following Monday. It is not the job of ******* Store employees to know if a business is open/receives packages on weekends. 

  Customer Answer

  Date: 03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: my neighbor wasn't told it wouldn't be delivered until Monday. He would have went somewhere else if he would have known that.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/30/2023

  It was communicated to your neighbor not only by the employee, but on a screen in which he was required to hit a confirm button after reviewing ALL shipping details. Refer to previous message for reference. You stated the business was closed therefore no shipper would have been able to deliver next day air Saturday delivery.  
  

  Customer Answer

  Date: 03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: it wouldn't have been sent this way if we would have known we wouldn't get it the next day.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/03/2023

  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.

  2/2/23. I had an Amazon return that needed to be taken to the *** store. It was a large rug, which I did not have any packaging for due to the nature of the product. The two staff members told me that I must package the rug myself before bringing it to the store. I explained to them how I did not have any packaging for it and they became very flustered and rude. It was simply just an Amazon return. One of the staff members then rudely said to me that she would charge me $20 to tape and package the rug. I asked if that was the normal charge for packaging an Amazon return and she said no but this is the charge for this rug. I asked to see a list of their pricing and she would not show it to me. I paid the $20 because I needed to return the item and had no other options. On the receipt it says miscellaneous non taxable which shows me that they made up this $20 to charge me. I would like to compensated for this invalid charge. Thank you

  Business Response

  Date: 02/03/2023

  All packaging required for an Amazon return is the responsibility of the customers. The *** Store is solely the shipper. When the customer came in with the extra large rug, our associates let them know that it would require packaging in order to be shipped (which was also explained to them in their return instructions provided by Amazon). We do offer packaging for a charge, as it is an expense to us. This this the case for all types and sizes of Amazon returns we see. We explained to them the option we had for their size rug and asked how they would like to proceed. They needed the packaging, so our associate charged them the amount that was discussed before they agreed to move forward with our packaging services. Our pricing for rugs is based on our cost of materials, labor and the size of the rug. We see many rugs go back to Amazon that need packaging and our pricing is consistent across every rug that comes through our door. The packaging was was incorrect entered into the *** as "miscellaneous non-taxable"; however, this is a training opportunity, and actually a cost that we will incur. The extra large rug took two associates to pack along with multiple layers of pack wrap as well as tape. This customer was handled with the same respect as all of our customers as we frequently encounter these situations. 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 19123760
  
  I am rejecting this response because: the business clearly states that according to them they typed in the charge incorrectly and can be used as a training opportunity so this is them basically saying that they know they incorrectly charged and are trying to make it sound like they did nothing wrong. Their explanation of the customer service I received is completely inaccurate. They did not show me their shipping costs, so what they said is a complete lie. I would like to be refunded.
  
  Sincerely,
  
  *************************