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:05/13/2025

  Type:Billing 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 visited The UPS Store #6816 on 4/24/2025. My receipt information is below. After checking the website, I brought a thumb-drive with several pdf’s to the store to get 350 black & white copies. The UPS Store #6816 on Menaul website lists these copies as .10 cents each. See website here ** **************************************************************************************  When I entered the store, the employee working ******) told me the self-help kiosk was out of order and ordered my 350 copies to print. While the copies were finishing, I offered to pay. Anticipating a charge of around $35.00 + tax. The employee charged me .35 cents a copy! I complained. There is no mention of this inflated cost, it is not posted, in the store. The employee did not tell me this price before sending my copies to print. With the help of the customers behind me, encouraging him to do something, he reduced the price by 15%. I paid $112.06. I'd like a refund of the overcharge - $77.06 less tax. I believe this is a fraudulent marketing practice and I'd like my funds reconciled. The manager ******** the same person as below, only returned an email after I sent three CONTACT US messages. His response was the same thing as the day I was in the store, being overcharged - quoted below. To clarify - it's not my job to rectify their business website, I do not work for The UPS Store, he does. Original receipt info • Terminal - ******** • Employee - ****** • Cashier's Name – ***** • Date – 4/24/2025 • Time – 9:10am Total charge - $112.06 "Unfortunately the website is ran by UPS corporate and not by each individual franchised store. I do apologize that the pricing may not have been updated since UPS closed the online print portal which is what is shown on the website for .10 cents per copy." - response on 5/12/2025 10:45am

  Business Response

  Date: 05/19/2025

  Good Morning, 

  I am reaching out in response to complaint *********.  A customer came into The UPS Store to get some documents printed off of a flash drive. The manager ***** helped the customer print all the documents that she needed and then proceeded to get her checked out after the prints had been completed. Upon telling the customer the total, the customer started arguing with ***** that the store's website says that the price of each copy was .10 cents per copy. ***** informed the customer that the actual price was .35 cents per copy and apologized while informing the customer that the website shouldn't have any prices on it since corporate took down all price sheets from all UPS Websites a couple years ago. The customer continued to argue with ***** while holding up the line causing customers behind her to complain about her attitude. In an attempt to make the customer happy and to ease tension with the other customers, ***** applied his employee discount to the total amount to try and rectify the situation. This still did not make the customer happy as she continued to yell at ***** and make a scene. ***** informed the customer that if she did not want the copies, she does not have to pay for them and that he could shred them. She finally paid for the copies and after ***** handed her the receipt she stormed out of the store. What should have been a 5-minute interaction was made a 20-minute conversation because the customer was combative. A day or two later the store received an email from the same customer reiterating the same argument and informing us that she would reach out to the Better Business Bureau to report us. ***** replied to this email with the same information, and informed the customer if she reached out using the "contact us" option on the website then her request had been sent to corporate not the actual store as UPS corporate runs the store website. She replied to the response informing us that she didn't wish to speak to us unless we gave her a refund and not to reach out to her again. After this incident we reached out to our corporate representative in regards to what is shown on our website. To which she informed us that there was a Yext page that the previous Owner had added that had prices on it. Our corporate representative apologized that when the store was bought by our current owners that the link wasn't taken down, but that on that price page at the bottom it does state that prices may vary. We are currently working on getting that page down so that there are no farther confusions with customers, but per the customer's request we have not reached back out to her. We are also working with our staff members to make sure that the price is being told to customers before any printing jobs are completed and that we are doing our best to make each and every customer happy. This is the only time in the 4 years of owning this location that we have ever had this issue. Please let me know if you have any other questions in regards to this incident. 
  
  Sincerely,
  
  ****** ******
  The UPS Store General Manager
  

  
  

  Business Response

  Date: 05/29/2025

  Hello,

  Nowhere does it state that after the copies have been made the customer must purchase them, The employee gave the customer the price after printing had been done and the customer had stated they did not like the price of copies and the employee offered a discount to help with the price of the copies that they requested which afterword the customer proceeded to pay for them. We offered to place the copies in a box so that it was easier to transport since it was such a large quantity. If the customer was not happy with the price of the copies they are not required to purchase them.

  Customer Answer

  Date: 05/30/2025

  Complaint: ********
  
  I am rejecting this response because:
  The company is not accepting responsibility for their marketing/online presence. I will not use the store in the future; issue closed.
  
  
  Regards,
  
  *** *********

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]