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Business Profile

Mailing Services

The UPS Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mailing Services.

Complaints

This profile includes complaints for The UPS Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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The UPS Store has 2 locations, listed below.

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    • The UPS Store

      7427 Matthews Mint Hill Rd Ste 105 Mint Hill, NC 28227-7863

    • The UPS Store

      7900 Stevens Mill Rd Ste D Matthews, NC 28104-3006

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:07/20/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      6/24/24 I paid for overnight delivery for morning delivery at *** Store 0256 in *****************************. I checked the tracking info to confirm delivered. Learned package hadnt been picked up, until late by ***. I contacted *** ************) the agent advised me *** store I shipped through shipped package late and iWAS NOT an error on the *** company, so I will need to contact store for resolution. Also, since it had yet to be delivered they couldnt do anything further. I contact *** STORE ******** Mint hill *************) an independent store through ***. I spoke with a manager ****** on 6/24 or 6/25 who was very rude & unapologetic AND blamed the *** driver (*** COMPANY) She said I would have to wait to package gets delivered before proceeding with any claims. Verypoor customer service and unprofessional. 6/25 I contacted the UPS Store (Matthews NC) and spoke with **** who advised *** GSR, takes 7-10 biz days for turnaround. *** will say its their fault and they have to argue back with ***. Thats why it takes so long . After that process they will mail me a check, verified my address for mailing, leading to update the zip code in their system for me from ***** to *****, which I believe was purposely done by manager during confrontation because my receipt reflects the correct info 7/20/24, no refund check or response from ***. I called the UPS store and spoke with **** (May not be spelled correctly) she advised she just heard back from *** and had to respond to them, she couldnt provide me with any confirmation numbers, turnaround times or any info I asked for , I believe because there was nothing followed up on or completed. 7/20/24 called *** store. Called *** STORE at the ************************************************************************************************************************************************** their system thst the late pick up was the reason for impact of delivery. They said THEY COULD NOT give me a refund for my shipping.

      Business Response

      Date: 07/29/2024

      Customer shipped package on 6/24 for next day delivery.  The package was tendered to *** during our regular evening pickup at 6:30 pm.   Unfortunately, the package was mis-sorted at the *** hub. When discovered, it was too late to get the package to the airport for the Next Day delivery service the customer requested.   The package was delivered on 6/26 rather than 6/25 as the customer expected.

      As this was an error on the part of the carrier (***) and not us, The UPS Store nor the customer, we applied for a refund request for the customer as soon as the package was delivered on 6/26.  Please see attached Refund Request.pdf.

      *** approved the refund request on 7/20.  See attached Refund Approved.pdf.   Customer should receive a refund directly from *** within 10 business days from approval date. 

      Regarding all other statements from the customer, we were always trying to help get this resolved favorably for our customer, and customers frustration should not have been directed at us as we are not the carrier.

      Customer Answer

      Date: 07/29/2024

       
      I am rejecting this response because: once the check has been received which will confirm issue has been completed resolved. When I called *** last week, it was said by the automated system I didnt qualify for   refund . So Im getting multiple responses. 

      Business Response

      Date: 07/29/2024

      As stated previously, we always advocate for the customer, and you are directing your frustration towards the people actually trying to help you.  We are NOT the carrier, and we are NOT responsible for the delivery delay.  

      The refund request we submitted on your behalf has been approved by **** and you will receive your refund directly from them within 10 Business Days from the date of approval.

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