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:09/27/2023

  Type:Service or Repair 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.

  ON SEPTEMBER 16, I PURCHASED SHIPPING SUPPLIES AND SERVICES FROM THE UPS STORE #0275 IN ********, **, SENDING WEDDING GIFTS FROM ** TO *******. THE TOTAL FOR THESE SERVICES WAS $145.17. AT NO TIME DURING MY PURCHASE WAS IT OFFERED OR EXPLAINED THAT FAILURE TO COMPLETE DELIVERY WOULD RESULT IN RETURN OF THE ***** TO THE *** STORE IN MD, OR THAT FAILED ATTEMPTS WOULD NOT BE PRECEDED BY A PHONE CALL TO EITHER THE RECEIVER OR SHIPPER TO RENDER A POSITIVE OUTCOME AND AVOID RTS AND A FORFEIT OF FEES. ON SEPTEMBER 25, I RECEIVED A CALL FROM THE *** STORE TO ALERT OF THE RETURNED *****. ON SEPTEMBER 26, I ATTEMPTED TO FILE A CLAIM WITH *****************************. WITHIN 2 MINUTES OF STARTING MY CLAIM, THE REPRESENTATIVE, *******, SUMMARILY REBUFFED MY CLAIM IN THE MOST DISMISSIVE AND CALLOUS MANNER. THERE WAS NO ATTEMPT AT RECONCILIATION OR CIVILITY, ONLY VAGUE PROMISE OF PASSING MY CONCERNS OFF TO A SUPERVISOR WITH NO TIME TABLE OF RESPONSE - THE WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE.

  Business Response

  Date: 10/05/2023

  Good morning, please see below the *** delivery policy.

  *** delivery days include Monday-Friday and Saturday/Sunday (in select areas), excluding *** holidays. *** may make up to three delivery attempts at its discretion at your address on regular *** delivery days. After the final attempt, undeliverable packages will be returned to the sender.
  To prevent your package from being returned or to make alternate delivery arrangements, track your package. If you want to pick up your package at a *** Customer Center, your request must be received by 7 p.m.

  The *** Store does not deliver packages we are a brick and mortar operation. The customer is requesting a refund from the wrong entity and based on the delivery policy, it appears to be unjustified as *** makes (3) attempts before returning the package to sender.

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20659674
  
  I am rejecting this response because:
  The *** Store representative did not inform me that a failed attempt at delivery would result in return back to **, nor did he inquire about the receivers contact information to prevent the possibility. Nothing was done to give myself, the shipper, or the receiver in ******* a chance to save the shipment. 

  I demand that *** reattempt the delivery.

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

  Business Response

  Date: 10/13/2023

  ---------- Forwarded message ---------
  From: The UPS Store #0275 <*******************************************************************************************>
  Date: Fri, Oct 13, 2023 at 2:12 PM
  Subject: Complaint 20659674
  To: ********************************************* <*********************************************>
  Cc: The UPS Store #0275 <*******************************************************************************************>
  

  
  
  

  Hello Ms. ******* -

                                                    I responded to this complaint via the response portal last week. I'm not sure why I am receiving a second letter.

  This customer is complaining because the recipient was not home during the (3) attempts that *** made to deliver her package. We've

  contacted the customer asking her to come pick up her returned package and she has refused to do so. I am not quite sure what we should

  do in this instance. I am also not clear as to why she made this complaint, the recipient was not home for the (3) attempted deliveries.

  
  

  
  

  Thanks

  ** ****** | Owner

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20659674
  
  I am rejecting this response because: The recipients of these items say that no notice was left at the premises, and that no attempt was made by *** to contact them about the alledged repeated attempts. They had NO IDEA that anyone had ever been by. These were wedding gifts, and they had a system in place to receive gifts - everyone elses were received. They received no notice, and neither did I, that there was a hinderance to completing the delivery while in *******. I should have been contacted after the 2nd attempt so I could alert the receiver that a 3rd attempt would result in a return to sender. 
  
  Sincerely,
  
  ***** *******