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:10/17/2022

  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.

  I paid The UPS Store #**** (*****, **) $46.58 on 9/6/22 to ship a custom hand-lettered sign I made to my customer in *********, **. The sign had a value of $350.00, not including *** shipping of $46.58. Now, on 10/17/22, the sign is lost by *** and they have stalled or refused to refund me for the lost sign and shipping (*** owes me a total of $396.58) I have filed out all claim forms the ***** store has asked me to. *** will NOT allow themselves to be reached in person----all calls to 'customer service' are routed to an offshore call center with people who can barely speak English and are obviously just reading a script! The store says one thing, their online site says another and absolutely NOTHING is happening. They are dodging responsibility and playing dumb in order to avoid paying for lost merchandise!! (unless they really ARE that dumb) I'll never use *** again and am telling all my business associates of the horrible experience *** has been and continues to be.

  Business Response

  Date: 10/20/2022

  Tracking number 1Z40A2R00336195319

  09/19/2022
  6:39 P.M. Claim in Progress
  A claim has been issued to the sender for your package. Please contact the sender for more information.
  
  09/15/2022 An investigation has been opened for your lost package.

  Customer never believed that we submitted the claim for him. When we provided him the claim number he still didn't believe us. After we were contacted it takes **** business days for *** to try and locate the package. That would be 9/26-9/29.

  Mark emailed us on **** asking about where his check was and was told there was nothing yet. He called us **** asking where his check was and was told that we need a proof of value to submit, he gave us verbal proof of value, but was informed that he needed written proof. After this submission of proper proof of value, it will then take another **** business days for *** to finalize payment and cut the check to us. That would have been 10/6-10/11. He called us on Oct 7 asking about his check and was told there was nothing yet and we would let him know when we had it. We also emailed him same information the same day.

  We received *** claim payment on *****. We wrote **** a check on ***** for $126.05 that he has picked up 10-19.

  Unfortunately there was no additional value purchased on the package for more than standard $100 and the $350 for the sign is not covered. That was agreed to and signed off on prior to the time of the shipment. Therefore claim is not payable for more than that for the item, less any additional handling fees of $25.