Complaints

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• Initial Complaint

  Date:07/09/2024

  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.

  7/8/24 - went in to ship a riflescope back for warranty service. The scope was by itself and very obviously not attached to a firearm due to the small size of the package. I was refused service, which is OK if that is their policy. The problem I have is that their manager got "snotty" with me and lied to me in a very arrogant, pompous manner all while making untrue statements. This has happened with a similar item in the past at this store with different employees, so I am pretty sure the local owner of this store is coaching their employees with misinformation and lies. I was told it was "against the law" and "you need an FFL to ship that and we don't have an FFL". Both of these statements are flat out incorrect. Being treated like I am stupid and don't know what I can ship and not ship was very insulting. I am a FFL holder, so I certainly know the rules. This item was not even an unregulated firearm part. If this is the way the owner wants to do business, they need to stand their ground and teach their employees to say "The owner of this store has a policy against shipping anything related, in any way, to firearms".

  Business Response

  Date: 07/09/2024

  Hello,

  We appreciate your frustration and complaint. Unfortunately, the employees and manager of this store were correct in that we are not permitted to ship firearm parts, including scopes. As we are not **** but The UPS Store, a retail company, we do not have the same permissions that *** does and can get in legal trouble if we try. You did not give us the chance to explain this to you when you were in the store, but we would have happily done so. I apologize for any perceived attitude from the manager, however while you were in our store, you proceeded to get combative and irate and he held firm. You argued with my employees about aspects of their jobs that they know very well, without giving them adequate time to explain before you interrupted again.

  Again, I appreciate your frustration and any misunderstandings, however my employees were correct. Legally. we are not allowed to ship firearms and their parts, including scopes, in this store. Regardless of whether you hold an FFL or not, we are not allowed to ship them.

  Thank you,

  Employee Management

  The UPS Store

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21962073
  
  I am rejecting this response because: It is clearly just your company policy. Just be honest and admit it. There is nothing illegal about shipping a riflescope and you definitely do NOT need an FFL to send/receive one. You can even carry one on a plane. There are absolutely no federal or Idaho state laws placing restrictions on shipping riflescopes.

  If you are so sure that is illegal, reply to this with a link to the law/statute. What upset me was being lied to and talked down to.

  Show me the proof or admit that it is simply your company's policy and I'll let this go. I just want an honest, fact based response. It is OK to set company policies the way you want, just don't lie to your customers.
  
  Sincerely,
  
  *******************