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:08/01/2023

  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.

  On Saturday, July 29, 2023 at 12:39pm, I paid *** Store **** $76.84 to have my partners laptop charger delivered to him at his hotel in ********** by 10:30am yesterday July 31, 2023. I left the package at the UPS store at that time, and was given the tracking number *******************This shipment is time sensitive as my partner is on a short business trip and will leave the hotel at 7am, today 8/1/2023.As of 5:30pm yesterday, when the package was already 7 hours late, the *** website still estimated delivery by 7/31/2023 at 10:30am. Then, *** updated their website to estimate delivery on 8/1/2023 at 10:30am, and show that at 9:43 P.M, on 7/29/2023 there was a scan in Brooklyn, **. When I spoke with corporate staff last night at investigations *************) around 5:45pm, they informed me that the package was at the airport in ****************, waiting for a plane to **********. When I spoke with the corporate staff who would handle my complaint *************), they said that there was nothing they could do to ensure that the package would be delivered by 7am on 8/1/2023 and that they could not discuss a refund until the package was delivered. When I pressed for a justification, the complaints staff said that because the package was scanned after 5pm, *** needed another day for delivery, and I would need to go back to the store for a refund.I have since emailed and faxed the store, but have not yet heard back. On Saturday, I said that I would be willing to pay more for 8am delivery if that meant that I could be more certain it would get there by noon on Monday, but they said that wasn't necessary. If they had been honest when I went there on Saturday, and told me that they could not deliver the package on Monday morning, I simply would have left and not purchased the service. But they told me that it would definitely be delivered by noon. They took my money, and did not provide the service they had promised.

  Business Response

  Date: 08/01/2023

  we at the UPS Store do not control the delivery of package, Monday Thru ***** at 6PM the *** truck comes to pick up the packages. And they deliver wherever the package needs to be delivered. we only process and hold for the *** shipping company, any delayed/Damaged/Lost packages have to claimed by customer thru *** claims website.

  Customer Answer

  Date: 08/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If the store knew that *** only comes Monday through Friday at 6pm, then why would they estimate delivery at 10:30am the following Monday, for a package dropped off on a Saturday? That would be logistically impossible, because the package would not be picked up until hours after the delivery time. In fact, my understanding is that the package was picked up on Saturday, but I do not have written evidence of that at the moment. Either way, the clerk should have communicated the pick up schedule honestly to me before taking my money. Please see the receipt attached to my original complaint, showing that I dropped off the package and paid at 12:39pm on a Saturday, and was given an estimated delivery time of the following Monday at 10:30am, hours before the package was scheduled to be picked up, if this response is to be believed.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  They emailed me to say they would request a refund but never that I would need to pick it up in person which is absurd since I paid with a credit card.  Why can’t they refund the money directly to my credit card or at a minimum mail the check to me?

  
  Sincerely,
  
  ******* *****  
  
  
  
   
  

  Business Response

  Date: 10/18/2023

  We have a check waiting for pick up at our store, we called the customer many times to schedule a pickup and hasnt responeded or stopped by the store to pickup the check, please advise for further action