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:01/13/2023

  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.

  I went to this *** store location on December 21st to send out a package. I paid $15.47 for this service. However, the package was never delivered. When I picked up the package that was returned to the store I was given a number to call the owner to get a refund. She claimed she would file the appropriate paperwork on the week of jan 1st for a refund but that never happened. When I called back today she had completely forgotten our conversation. She would not give me a full refund and claimed that "I will given you this amount out of the goodness of my heart". I'm sorry but giving money back to a customer because you did not render a service that I paid for is just good business. It's not charity. Every single corporate *** line is a complete joke and it will take you HOURS to get to a person who may try to help. I've never been so frustrated by a "business" in my life. This company is a joke and shouldn't be running in the US.

  Business Response

  Date: 01/14/2023

  1st of all, from the beginning of our conversation when I talked to ****** yesterday, I told her I would refund her shipping which was $13.58. I felt bad for not following through previously because it was Christmas shipping season with lines out the door from 7:30 am - 6 pm when we close. I barely have enough time to use the facilities, let alone keep up on all of my paperwork. I know, no excuse, but just trying to paint the full picture. Although her total bill was for $15.47, she needed a poly bag to SHIP her item in, regardless of whether or not the item was delivered or not. I was trying to explain to her that we are NOT **** we are customers to them just like everybody else. We have to apply for refunds through their processes. We are a privately owned business and have to purchase our retail shipping products. They are not given for free. When she made the comment of wanting a full refund, I tried to explain to her that she needed something to ship her item in and she didn't agree with that. That is when I told her at the store level, I wasn't obligated to just give her a refund without applying for it through **** *** would provide the refund not The UPS Store. We merely "tendered" the shipment through the carrier like we would with the ************* *************** We do not personally drive or deliver the packages, we are a just an "Agent". Since she didn't think giving her shipping refund was fair, she said she would just contact her credit card company and put a "stop payment" on the whole transaction so she could get her FULL refund. then she hung up. I would still at this point be happy to refund her and if the $1.89 if that important to her, I will refund that also. 

• Initial Complaint

  Date:07/14/2022

  Type:Sales and Advertising 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 May 24, 2022, I mailed a package to be delivered in 3-5 business days. Months went by and the package had not been delivered. On July 13, 2022 my package was left on my doorstep crushed and without any explanation of why this was not delivered to the intended location. There was an oil stain and the box was crushed damaging the items inside the box. On July 14, 2022 I returned to the store and the customer service agent was yelling in my face, said there was not enough packing material to protect the item. However, when I requested my money back she refused. This experience was embarrassing and humiliating. When asked to speak to the store manager, this agent indicated this person was unavailable. Attached are the photographs and receipt.

  Business Response

  Date: 07/15/2022

  The customer sent a package on May 24th to ***** via **** Priority Express Mail. In looking at the tracking information which is attached it reached the ***************** for delivery on June 27th. The **** does not guarantee delivery by a certain day or time period, especially going internationally since once the package is received by the country of destination, the **** has NO CONTROL over how that country handles the mail. It was not deliverable on the 27th of June however the India postal service does not indicate a reason for non-delivery other than "Addressee not Available". The package was then held for about 10 days and finally returned to the sender. The carriers: ****, UPS and ***** will only "HOLD" packages for a certain length of time. We at The UPS Store have no control over that. In speaking with the associate involved and other associates present during the confrontation with the customer, the customer was raising her voice and demanding a refund from someone who wouldn't have authority to ***** a refund. The customer also claimed that ********************** packed the contents of the box and they were damaged. The associate was trying to determine which of the associates packed it for her because the packaging was not what we would require but she couldn't tell her. She began raising her voice and the associate was matching her tone.  In pulling her paperwork, it shows that she packed the box herself. The customer was told she would need to speak with an owner who would be in the next day to discuss further. She Did not allow us to speak with her before filing a complaint. 

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17566931
  
  I am rejecting this response because: I paid for a service that was not completed. There was never any contact from the business owner. I asked the associate to lower her tone and she replied, "You are being very rude." The end result, my package was not delivered and the contents inside were damaged in this process. I paid a lot of money trusting this would be handled with care. From May to July is an excessive amount of time to wait for a package to be delivered when the expected time of arrival is 3 to 5 business days. The right thing to do is refund my shipping fee. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/29/2022

  The **** met their obligation to get the package to *****. It was held there for almost 2 weeks. I cannot say why it was never claimed by the intended receiver. That is not OUR responsibility or our fault. We are a broker of shipping. We do not physically handle, drive or deliver the packages. Once they leave our store, they are out of our hands. Nor can we control the actions in a foreign country or any given carrier. It states that in the Parcel shipping order that was signed by the customer. The contents were damaged because the customer did not sufficiently pack the items and the parcel traveled from **************************** to ***** and then back again. The package is covered up to $50.00 by the postal service which she can file directly through the ****! Had she added additional insurance, our insurance provider would take over and then we could file a claim on her behalf through our secondary insurance carrier but she opted to not add additional insurance coverage so the claim would need to be filed by the customer.