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:04/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 have been trying to resolve a claim with this *** store since 12/13/24. They shipped a vintage chest full of Japanese heirlooms on its side rather than on its base. It must have fallen over several times during shipment. It arrived at its destination with a broken leg. Seven of the Japanese heirlooms packed inside the chest were also damaged. I have been calling and emailing the store repeatedly since 12/13/24 to get this issue resolved. I have provided pictures of the items. On 3/25/25, ***, one of the managers, said he would submit the claim and call me back. I did not get a call back so I submitted a bad ****** review. I received an auto response to this ****** review which advised me to email customer relations at ***. I emailed **************************************** on March 30th and April 3rd with pictures of the damaged items and have not heard back from them. I was able to reach *** the manager again on April 16th. He asked me if Customer Relations had called me. I said they have not. He said he would call *** and get back to me at the end of the day. He has not called me back. Today I completed a survey about the store and got a 1 800 number to call about the claim. They told me they sent an email to the store on March 28 and have not received the requested info (photos of the damaged items). They told me that I could send the photos directly to them. I will do this even though I have emailed the photos to the store and to customer service already. In the meantime, I also wanted to file this complaint because of the exceptionally poor customer service I have received from this *** store. I paid for $1000.00 in insurance. I would like the $1000.00 for the heartache related to the damaged items which cannot be replaced and the time I have spent trying to deal with this *** store. I also do not want this to happen to anyone else.

  Business Response

  Date: 04/30/2025

  The UPS Store #****<*************************************************************************************>	Apr 29, 2025, 4:40 PM (16 hours ago)
  tome

  Hello Mrs ***************** style="color: rgb(0, 0, 0); font-size: 12pt; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif;">
  

  I am sending you this email to show you that I have been emailing her about getting this claimed closed. I even have settled issue with my **************** as you can see from communications with my corporate office. She has NOT called or emailed us about this since. She has left us reviews and contacted our corporate office to get me to contact her. Her emails have been returned and she is not returning any calls I have left for her. 

  
  

  ******* ******

  ---

  From: The UPS Store #**** <***************************************************************************************************************************************************************************************>
  Sent: Tuesday, April 29, 2025 4:26 PM
  To: ********************************************************************************************************* <*********************************************************************************************************>
  Subject: Fw: Woodshops in ******* to call for Repair / Quote

   

  
  

  ---

  From: The UPS Store #****
  Sent: Saturday, April 5, 2025 12:12 PM
  To: ******************************************************************************************************* <*******************************************************************************************************>; ************************************************************************************************************************************************* <*************************************************************************************************************************************************>; ******************************************************************************************************************************************* <*******************************************************************************************************************************************>; *************************************************************************************************************************************************************** <********************************************************************************************************************************************************************>
  Subject: Woodshops in ******* to call for Repair / Quote

   

  Hello Mrs ***************** style="color: rgb(0, 0, 0); margin: 0px; font-size: 12pt; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif;">
  

  My apologies for delay in getting back to you. Per our conversation when claim was initiated , You were told by me , ******* ****** that I would help you find a vendor that would repair your chest that was damaged. I also had instructed you also that it would be in your best interest to try to research this as well or to have recipients to do so as well because they are better knowledgeable of damage because the item is there for them to transport to them to get quote. You were also told that I was busy with other claims during that time that I may not be able to comply. 

  But here is what I found in the area of ******* AZ that you can pass on to recipient to call to get quotes, So we can close this claim

  
  

  1. All Finish ***************
     *********************************************************************;

               ************

          2. ********************************;

               ***********************

               *******, AZ 85014

               ************

  3. ******* Furniture Restoration 
     ****************************;
     *******, AZ 85017

  
  

             Please get back to me with a copy of the quote given from either of companies typed above or all of them. Once I get copy of quote I will submit to *** for Payment. My Sincere apologies, 

  
  

  ******* ******

  ************

  ***************************************************************************************************************************************************************************************

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23237328
  
  I am rejecting this response because:

  Mr. ****** has not called me. I have always had to call him and the other staff members. I have a log of all of the phone calls I have made and the conversations that took place during those calls. If you want me to provide that, I will. My last telephone call to a staff member was April 16, 2025. I have not received any phone calls since then. I would like to know what phone number Mr. ****** has been calling. He must have the wrong number.
  

  As you can see on the email that Mr. ****** attached, he used my incorrect email address on April 5th. He did not send this to my correct email address until April 29th. As soon as I received the email dated April 29th, I responded to it.
  

  Mr. ****** has only started being more responsive since March 27, when I put a bad ****** review on his store. I did not contact the corporate office. They responded to my ****** review and asked me to contact them, which I did. I did not hear from anyone so on April 22, I called another phone number to make a complaint. They sent me an email to which I responded on April 22. I can also provide copies of this and all of my other email correspondence. 
  

  Mr ****** is not being honest in his responses to you or me. This is adding insult to injury.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 05/05/2025

  Hello,

  In my response dated April 30th, I forgot to say that Mr. ****** did not send me any emails from the date I filed my claim on 12/13/24 to April 5th which is probably why he did not use my correct email address on that date. The only email I ever received from him was the one on April 29th in which he forward the email he sent to the wrong email address on April 5th. I am looking forward to hearing from you soon.
  

  Thank you,

  *****