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:04/22/2025

  Type:Delivery 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.

  Subject: ***************************************** and Lack of *************** University **************** Customer Service,I am writing to express my dissatisfaction with the service we received recently from *** store 4103 in ******** by ***** *******. Specifically, I encountered several issues that highlighted both poor customer service and a concerning lack of basic knowledge about a well-known local university's location. I contacted *** customer service in person to inquire about a delivery to **. I was shocked to find that the representative and her team (***** *******) I spoke with was unaware of the universitys address and its proximity to a major landmark in the area. This lack of knowledge not only caused confusion but also delayed my delivery. Additionally, the response I received from the customer service team was unhelpful and dismissive. Instead of offering a viable solution as a member of a small comminity she suggested calling a *********************************************************************** ******* seemed unaware of how to properly address the problem, which significantly impacted my ************* a globally recognized shipping company, I would expect *** employee, especially a manager, to have at least a basic understanding of key locations, especially universities, which are often significant hubs within a city. It is concerning to me that such a well-established company lacks adequate training for its staff to handle even the most common delivery requests. I sluggish her team take classes at the university on how to better handle customer service. Tracking # is included. We are looking to have the package delivered. I.e. the job finished. I strongly urge *** to consider implementing a more robust training program that ensures all managers are familiar with how customer service is done.

  Business Response

  Date: 04/22/2025

  You have emailed store # **** in ******** and you need to resend this message to store # ****. There email address is ************************************************************ Please ensure that this doesn't reflect my location.

  Thanks

  ***** ********-Owner

  Store ****

  Business Response

  Date: 04/24/2025

  ******** ****** came into our store on April ******* regarding a package that was shipped through ***, however, not shipped through the *** Store #**** with our shipper ID ********. The manager informed this customer that what the *** ********************** #**** and *** do are separate from one another as the *** Store #**** is a franchise of *** and is independently owned and operated. The *** Store #**** is limited in its access to the *** shipping system and only has the authority to redirect packages shipped with our shipper ID, with customer consent, through the 800 number provided to the customer. The customer became agitated, and the manager informed this customer that she would be able to track this package and let her know what it says on our side of the system, however, the *** Store #**** would be limited in our ability to help. The manager then informed the customer that the tracking information that was provided via *** stated that the company or receiver name is incorrect and *** was attempting to update this information.
  The customer became more disgruntled,stating she has been to several other states and has not had this awful experience shipping anywhere else except here in ******** at the *********************. The manager apologized and stated a few of the issues that she knew were currently happening at the local *** Hub, like lack of staffing and that routes were currently being combined or shortened which may impact deliveries.  The manager again informed said customer that there wasnt going to be anything she could do for her here in store, but offered up the 800 number used by franchises to call to reroute her package to an access point to be held for pick up since the delivery attempts being made are not getting the package to its desired location.
  This information proves to be useful as the customer called the 800 number and successfully got her package rerouted. We are uncertain how the help provided falls into poor customer service, lack of basic knowledge, or lack of training for its staff to handle even the most common delivery requests as the manager addressed the customersconcerns, provided an explanation as to why the service could be delayed,informed the customer of the difference between the *** Store #**** franchise and *** deliveries, and offered the 800 number to get the package delivered to its desired location. It is unfortunate that the customer had poor experience shipping with ***, however, there was nothing the manager at the *** Store #**** could have done further to assist said customer since the *** ********************** #**** and *** deliveries are separate. This is not a direct issue with the *** Store #****, but instead with the *** Hub in ******** which deals with the delivery of all *** packages within the county. This *** has closed its customer service counter and no longer offers any customer service support to franchise locations or customers locally as of its closure in November of 2024. Therefore,the customers desired resolution to finish the job is not within our capabilities as our franchise does not have any involvement in the delivery of packages.