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:05/31/2023

  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.

  Yesterday they provided an inaccurate time for drop off so i missed the alleged attempt. Today, I intentionally cleared my schedule to wait for the package and UPS still sent an email stating that I wasn't home to receive my package. I have asked to pick it up but they've said it is against D&G policy to "hold" the package. How is this considered a hold if I am not asking them to hold anything? They are not even attempting to deliver my package! I am filing a better business bureau report against UPS. Are you able to do anything on your end? Can you request that they prove they "attempted" to deliver my package? I can assure you they will not be able to provide that proof. I'm worried that a UPS worker has stolen my package. Please help.

  Business Response

  Date: 06/01/2023

  This complaint seems to be misdirected at The UPS Store, as we do not deliver. I believe the customer means to contact UPS. The UPS Store is a customer of UPS, we are not the delivery company. I am so sorry to hear of your troubles, but the UPS Store has no control over drivers, scheduled pickup times, or when things arrive at your home. Please call the correct company, which is UPS to resolve for you, 1-800-742-5877 as they are a company which can help you with your posted concern. As for our store, we are here to help you with many things but we have no delivery services! 
  

  We are always here to help. We wish you the best of luck resolving your issue!

  Please come in and see us soon. 

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 went to the UPS Store in University Heights, OH to have a Cashier's Check sent to the National Federation of Opticianry Schools (NFOS). Because the remitter's address included a PO Box, the employer (Jacquelin, Employee # ******) advised me that I had to send the package through the United States Postal Service (USPS). I was charged $18.53, which included the cost of an envelope and Priority shipping through USPS (tracking Number: ***********************). Jacquelin handed me the envelope and told me to place the envelope in a specific area of the store where it would be picked up by USPS. According to USPS, "Pre-Shipment Info (was) sent to USPS, Awaiting Item". I contacted UPS in the following ways to resolve this issue: I called the UPS Store: This is a robotic voicemail that hung up on me without connecting me to the store.. I called UPS Customer Service: and I was told to call UPS Mail Innovations (1-800-500-2224). This is a robotic line, when the package could not be found, the system hung up. I went into the UPS Store: and Bernard told that there was nothing that could be done; he referred me to USPS I went to USPS (they are looking into the problem). I called UPS Customer Service again and was referred to UPS Store Corporate Office (1-800-789-4623). This is a robotic line that told me to return to the UPS Store in University Heights, put me on hold for over 30 minutes, and did not connect me to a representative. The UPS Store took my money but does not seem to be taking any responsibility for their lack of service. I find the lack of customer service appalling. This package contained a cashier's check to the NFOS in the amount of $495. If the package is not found, UPS needs to reimburse me for the amount of the cashier's check. This complaint could have been avoided if anyone at UPS had taken any responsibility for helping me locate the lost package. Thank you for your consideration, ***** ******

  Business Response

  Date: 02/24/2023

  We have reviewed the complaint below. 

  
  

  The employee was correct, PO Boxes cannot accept UPS mail. The mail coming to a postal box needs to be shipped via USPS. We can provide postage for this (which we did) but we cannot utilize our UPS pickup for delivering this item, as it’s a USPS item. The mail carrier does indeed pickup from our store at a dedicated “courtesy pickup” area. This area is reserved for postal packages and is picked up from twice a day by the postal service. It sounds to me that the customers package was potentially lost by the postal service which she should definitely address with the proper local postal office which would be Severance in this case, but this postal delivery was out of our hands immediately when picked up by USPS. Our staff did exactly what they should and this customer may have some confusion with how postal vs UPS delivery works. I’m happy to reach out to help her with this understanding, but if not shipped UPS, we absolutely have no control on the delivery of her item. I am sorry to say we are not responsible for the package nor the contents inside and she should most definitely file a claim through USPS for a lost package if she believes it has been mis delivered by USPS. We are always here to help and again she would need to file a claim through the post office, as we are not responsible for the items left in a public courtesy drop. She may also call usps to verify that the courtesy drop inside the store is indeed a public courtesy drop and has nothing to do with our services provided by my small business. 

  
  

  Thanks so much

  Customer Answer

  Date: 02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me because the United States Postal Service delvered the package. Please note that I am very disappointed that the UPS Store was willing to accept payment, but unwilling to offer help (or even apologize for the inconvenience) when it appeared that the package was misdirected.  I will not be doing business with this location in the future
  
  Regards,
  
  ***** ******