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:11/06/2024

  Type:Product 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 07/01/2024, I took a package to *** to be sent to ******. The cost of the delivery was $148.63, with insured value of $100.00.The package contained a ring purchased on ETSY which was being returned for a different size. The ring was never delivered, it was held in customs, according to ****. I have called *** locally and 800 # but to no avail. The issue is simple, the shipment, if not able to be delivered, was to be returned to the sender. *** in ******** is not able to help. They have washed their hands of this delivery. I have attached a copy of the Shipment Receipt which guarantees delivery or return of shiped product. *** has lost the package as far as I can determine.Ideally, I want the package back or I want the combined value of postage and declared value, totalling $248.63 Thank You for your assistance in this matter.

  Business Response

  Date: 11/06/2024

  Yes, he is entitled to a refund. On his receipt there is a lost/damaged website to initiate a claim ***************************************;

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22521659
  
  I am rejecting this response because I tried to enter the infor on the link provided and received an error message.  Why did this store not provide claim instructions to me when I called them?  I spoke to ******* at least three times.  She is inefficient and is NOT doing HER job!  Unappreciated, this challenge.  She knows exactly what happened and SHE should be issuing the credit, the problem arose from a sale in HER store.  I am not satisfied with *** at this point and will not stop until this issue is resolved.  Tell me exactly what is needed at this point!  I am sick and tired of the ineffeciency exhibited by ******* and that store in particular.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 11/08/2024

  The problems with this package arose because the customer shipped this package to a company that refused it. It was a return from a purchase made on ****. The customer refused to contact **** for resolution. When attempting to get this package returned, both the customer and UPS ********************** employees called ***************** multiple times and were told that the customer needed to provide information in order for it to be returned. 
  
  I just called ***************** today. They said that the customer, *********** **** refused to comply with the clearance process. They needed him to provide a Power of Attorney in order for the package to be returned. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22521659
  
  I am rejecting this response because at NO TIME did *** Sarasota ever call me or contact me to provide anything.  It was me who called ******* in her store and it was ******* who told me that she would look into it and get back to me.  She never called back.  So, twice after the intital call to her, I called her.  Once she told me that she was busy bc of the death of an employee and would research what the problem was.  NEVER did she get  back to me.  The last conversation with her was that she had NO CONTROL of the delivery in ****** and could not do anything.  She offered NO HELP nor did she offer suggestions.  Effectively, she abandoned the case.  I could not believe the fact that a business owner would accept a job (shipment to ******) and not follow thru on it.  From my perspective, when I went to her store, she had me fill out paperwork for customs and told me to put the value at $100 or it would have an issue with customs.  She knew this and I followed her directives.  After paying $148 to ship the parcel, I left, the delivery was out of my hands.  The receipt clearly states that if the package is not delivered, it will be returned to the sender.  I did have the email of the recepient and sent him a message and he stated that the value could not be more than $100.  That is the value declared, so what more could I do.

  Again, ******* was of no assistance in any of this.  I am more than upset that only now she responds and lies about what happened.  In reality, a phone call last Friday from *** headquarters revealed to me that she was required to pay $150 to return the package and she refused to do so!  She never told me that!  ******* thought I would let this die, but that is not going to happen.  I am under the impression, after having spoken with a lady who works directly with ***** ***, CEO of *** in *******, that I would be re-imbursed for the combined amount of the postage and the declared value ($148 + $100).  Here is Ms. ***** link  ********************************************************************

  In sum, *******, in the ******** *** store, accepted my package to be sent to an international destination.  She should have known that she would have lost all control of that package once it reached *******  She took my money and the package and gave me a receipt, which is attached. That receipt is the contract, it states that if not able to be delivered the package is to be returned to the sender.  Theresa  is effetively responsible for that package, NOT ME!  I do not appreciate the fact that it has taken all this effort on my part to awaken ******* to what is HER RESPONSIBLITY.  She has totally misrepresented what happened and her attempt to shift responsiblity to me, the customer, is NOT APPRECIATED.

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

• Initial Complaint

  Date:01/03/2023

  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.

  Tuesday, 12/27/22 at 1pm I brought a package to the *** store to be shipped 2nd day air. According to *** records, the shipping label wasnt created until 6:18pm that day, too late to go that day. **** the manager claims the package was skimmed before closing time (taken to the 17th st distribution center). The tracking showed label created but package was not delivered to *** until 12/29/22 at 9pm - hours after I called **** to inquire about the package since it was to arrive that day. He asked me to wait until noon the next day because the package would magically appear at its destination. That evening it was scanned into the system and made its way to *******. Tracking now said it would be delivered on Tuesday 1/3/23. I went to the store to request a refund and **** called *** and said that *** claimed it was weather delayed - it was at the 17th street distribution center two days and if I want a refund I have to ask ***. I called *** for a refund and they told me **** is wrong. The package wasnt picked from the *** store until the evening of 12/29/22. That if I want a refund I have to get it from **** and the *** store. No one will take responsibility and refund my expedited shipping cost. I paid for 2nd day air and its going to be delivered 8 days later. Its not my job to figure out whos fault it isbut **** took my money for a service he certainly did not deliver.

  Business Response

  Date: 01/20/2023

  We are very sorry the customers package was delivered later than expected. 

   

  When the customer shipped the package on 12/27, she was told that only Next Day Air Shipments had guaranteed delivery dates. She chose 2nd Day Air which had an estimated delivery day of 12/29 and that information is listed on the Parcel Shipping Order that she signed (see attachment). *** has only been guaranteeing Next Day Air since the pandemic hit almost 3 years ago. 

   

  *** picked up her package soon after she left at 1pm. We had 3 pickups that day. The label created at 6:19 on the tracking is when we run our End of Day on our computers and all the tracking information is uploaded to **** There is no more tracking information until 1/3 because when *** picked up her package soon after 1pm that day, it was taken to the hub and run through the sorting machine and put on a truck to ******** before the 6:19 upload. It is common for the computers not to synch the tracking information when a package goes through the sorting machine before the upload. I know its frustrating for both customers and us, because for a while it looks like a package is in a different location or lost.

   

  The *** truck to ******** took longer than expected do to weather conditions. *** does not refund for weather issues because it is out of their control. That, coupled with the fact that *** 2nd day Air Shipments do not have a guaranteed delivery date, leaves us with no other option than to inform the customer that she is not entitled to a refund. 

   

  Please, let me know if you have any questions.

   

  Thank you,

   

  **********;Poston (Store Owner)