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Business Profile

Mailing Services

UPS Store

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/23/2023

    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 6/22/2023, I purchased a cardboard shipping box. A receipt is attached. There was no return policy on display in the store. The receipt states, "Items Designated NR are NOT eligible for Returns or Exchanges." As can be seen on the receipt, this item is not designated NR. On 6/23/2023, between 2 and 3 pm, I returned to the store to return the item. The item was being returned in new condition. However, the staff (possibly the store manager) said that they don't refund boxes. She volunteered that even if I had a receipt, they would not ***** me a refund. I told her that her refund policy was not displayed and that, according to the receipt, the item should be eligible for returns. She responded, "We are a franchise and do not refund boxes." I asked her where she had a written return policy. She again responded, "We are a franchise, and we do not refund boxes." She said, "You can call corporate." I called corporate, but no one answered the phone after being on hold for 15 minutes.

    Business Response

    Date: 07/07/2023

    We have a no return or refund policy for all transactions at our store and all items are designated NR, however I will refund this customer for his box on a goodwill basis if he would like to come to our store with the box. Thanks The UPS Store

    Customer Answer

    Date: 07/11/2023

     
    Complaint: 20229381

    I am rejecting this response because: You have not conspicuously displayed your no refund policy in your store.  While the ******************** does not require you to issue refunds (unless your product was defective), you are required to display your refund policy in a way that customers will be informed. This is not only the law, but it is also common courtesy.

    I appreciate that you issued me my refund, even though I had to make a second trip to get it. Now do the right thing and be transparent with your customers about your no refund policy. This will save you and your customers heartache in the future.

    Sincerely,

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

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