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:05/15/2025

  Type:Service or Repair 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 always go into this *** store to send my son his prescribed meds. I always pay $113 for next day shipping. Items always get lost. Never get send on time. They are scamming people charging them an excess amount of money to have next day shipping and the product never arrives on time or never arrives. This is the 3rd time i have a dispute with them at the store. When asking for a Manager, ***** is never available. She is always hiding in the back. Never wanting to resolve any issues. She says that she never has time to attend anyone and always send out someone to the front desk. Always with an attitude. Ive called *** multiple times and went to the store multiple times and when i call *** they say that they cant do anything related because theres something going on at the store. That i should complain to the store. That the store is responsible for not sending packages on time or scanning them. What they do is create a label and then label is unable to be tracked. Everytime i go to this *** i spend money on a taxi because i live all the way in 145 and this store is all the way in *******. Also The manager is very disrespectful. and scamming people here and never there is anyone to help. Manager is very discriminating, i am an elder person that is paying to receive and get assistance for something that i am paying to be serviced. I told her that i will put a grievance about her,she replied that she did not care for me to go ahead and do whatever I want. I just want this to be taken care of in a right matter. People are paying to get what they want to get. If not then dont over price things, be responsible when packages are being lost. This is prescribed medication that is needed for health issues when medication gets lost there is not other way to recuperate them since they have already been filed. I am requesting a refund for all packages/meds being lost, for all the money i have payed for next day shipping and items not being shipped on time.

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by The UPS Store regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

  Business Response

  Date: 06/19/2025

  Response to Complaint Filed by ***** ******
  
  
  Since March 11, 2025, our store has processed and shipped eight packages on behalf of ***** ******. The shipping records and delivery outcomes for these shipments are as follows:
  1) March 11 Delivered on time: March 12 at 10:05 AM (Expected by 12 PM)
  2) March 18 Delivered on time: March 19 at 10:11 AM (Expected by 12 PM)
  3) March 21 Delivered on time: March 22 at 10:51 AM (Expected by 1:30 PM)
  4) March 25 Delivered on time: March 26 at 2:26 PM (Expected by EOD)
  5) April 2 Late due to weather delay, delivered April 7 at 11:07 AM.
     ?*** denied the loss/damage claim (Claim #***-*********) as the delay was due to "significant weather events" and no loss or damage was found.
     ?Delays caused by circumstances outside of ***** control (e.g., weather) are not eligible for a ****************** Refund.
  6) April 19 Late delivery, delivered April 22 at 12:37 PM (Expected by EOD April 21).
     ?A refund request was submitted and approved. Customer was reimbursed for this shipment.
  7) April 22 Delivered on time: April 23 at 10:41 AM (Expected by 12 PM)
  8) May 12 Late and disputed delivery, delivered May 22 at 10:01 AM (Expected May 13 by 12 PM)
     ?Package was scanned as delivered and signed for by "*******."
     ?Customer has stated the package was not received; a Loss Claim has been filed (Claim #*************) and is currently under investigation.
  
  
  Summary of Issues:
  Of the 8 shipments, 3 had reported issues: 
  1) One delayed due to weather (not eligible for refund/claim).
  2) One late with successful refund issued.
  3) One with a pending loss claim (currently under investigation).
  The statements made in the complaint that packages are "always lost" or "never sent on time" are not supported by the actual shipping data, which shows that 5 of 8 shipments were delivered on time and without issue.
  
  
  Shipping Details:
  ***** consistently selects the ************************* which is a premium, guaranteed service. It is more costly due to distance (to Kissimmee, **), weight, and urgency.
  Our shipping process includes handing off the package to *** after label creation and running our End-of-Day scan before store closing (excluding Sundays when there are no pickups). Tracking becomes active after this process.
  
  
  Customer Service Interaction:
  I personally assisted ***** ****** with the April 19 shipment and filed the refund request which was approved.
  That same ***, ***** shipped medication and I explained the declared value option in detail, advising her to use it for expensive items.
  On May 12, ***** contacted the store regarding a missing package. When I reminded her about our previous discussion on declared value, she acknowledged the conversation and asked me to proceed with assisting her.
  I filed the ongoing claim for that shipment and have been in regular communication to help resolve it.
  At no point have I stated I did not have time to assist, nor have I refused help. I have successfully resolved previous issues (e.g., April 19) and am currently helping her with the most recent matter.
  Claims regarding discrimination or mistreatment are unfounded, and no grievance was communicated to me until this formal complaint.
  
  
  Current Status:
  The only matter still in process is the May 12 shipment, which has an open loss claim with ***. We are actively working to resolve this issue.