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:02/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a phone from ******* and requested it be shipped to UPS as I work during the day and you have to sign for phones now when delivered. On 1/31/24 I received email and text from ups saying phone had been delivered to store. At 12:52pm I receive another set up text and emails saying I picked up the phone. I did not pick up phone as I was still at work. I went to UPS store in Lakewood. UPS could not find my phone and the manager (Don) claimed no phones had even been delivered to their store on 1/31/24. UPS customer service refused to let me file a claim for the phone. UPS said ******* must file claim. ******* told me to file claim with UPS. as of today, i am without my new phone. UPS claims they never had the phone and ******* is unable to determine the fate of the phone. I have the emails and text from UPS saying phone was delivered to store at 14837 Detroit Avenue, Lakewood, Ohio. I keep calling UPS and ******* with no success. When I ordered the phone I paid $5.99 to have it delivered to UPS for safekeeping but as of now...no one can tell me where the phone is.

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In August of 2022, my husband and I paid $327.07 to the UPS store in Lakewood to pack and ship a package of very expensive collectibles to a buyer. My husband chose not to pack the package himself because the price of the purchased items was so high, he wanted to be able to document that he paid professionals to pack the items. The tracking number on this package is ******************.
  
  The purchaser of these collectibles took video when he opened the package and found ZERO packing. Damage was done to some of the contents, and my husband refunded the man some money to make it right. Where this story takes an unfortunate turn is the UPS store in Lakewood, which received our payment but did not uphold their end of the bargain, has not refunded us the money the store manager acknowledges we're owed. First, there was an employee change, and our claim was not processed in that transition. But now, we're being told that the owner of the store doesn't want to refund us until he has the documentation he needs to get the money he refunds us back from insurance or from corporate UPS.
  
  This is unfair and not right. It should not matter whether the owner of the store or the store gets refunded the money they owe us as a result of their not doing the work we paid for. We have provided all of the documentation two customers can be expected to have: proof that it wasn't packed as it should have been, the receipt showing what we paid, a line-item Excel file of expenses we have incurred as a result of their not doing the job. Still, we have received no refund nearly a year later.
  
  The BBB is responsible for setting standards for ethical business behavior. It is not ethical to charge someone for a service, not provide the service, and then delay paying a refund because it's convenient to the business to do so. It is wrong, and I kindly ask the BBB to intervene. I've called. I've left messages. I've emailed. And now, the store has ceased communicating. Please help.