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:09/11/2024

  Type:Billing 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.

  Tracking #: ********** Address of store: **** * *** ***** ***** Midwest City, OK 73110 The UPS Store #**** Purchase **** ************  “Predictable pricing nationwide” is the slogan used by UPS to advertise flat-rate shipping. On October 10th, at the above store, I went to request UPS next-day delivery of a single signed check to pay my sick father’s rent. Needless to say, this fit in the smallest flat-rate package and weighed less than 1 pound. I was charged over $100 for this, told this was the cheapest and only option. When I protested that UPS’ shipping calculator advertised 1-day flat rate shipping for a maximum of $40 for 7 AM delivery, the agent I was speaking to stated that “this store doesn’t do flat rate shipping, that’s online-only” and that “prices are set by UPS corporate, here is a phone number to complain.” The ***** number provided was basic UPS customer support. The agent I spoke to on that line stated they could not resolve issues like this & I would have to contact corporate customer care. They instructed me not to dial any extensions. The ***** number for “corporate customer care” contained only support options for franchise owners. I dialed no extensions and sat on hold for over an hour (during their stated business hours) with no answer, then the call disconnected. I am told my only options are to complain at the store again (which has already made their stance clear), or to call that number back and hope someone answers. The agent also refused to provide information on how to utilize the arbitration clause in my customer agreement, and implied it would not cover this incident. I am politely but firmly requesting a refund of the difference between the listed flat rate price vs. the price I was charged. To do otherwise constitutes false advertising and I will pursue all actionable remedies.

  Business Response

  Date: 09/20/2024

  To Whom it May Concern:

  In regards to this concern.  As an Independently owned Franchisee of THE UPS STORE we are not permitted or have the ability to change or impact rates for shipping in any capacity.  What is entered into our system then provides us rates for various services provided.  If and I stress if UPS has a flat rate shipping option it is not something we are allowed\able to offer to our retail customers.  My assumption is that the referenced service of flat rate is a USPS offering.  UPS also does not offer a 7:00am delivery time in any market\location.

  With that being said after our investigation into this concern we were able to ascertain that there were some discrepancies in how this package was processed causing an inflation of the rate which was our oversight.  Based on the information provided we rated the package again and came up with a total of $64.00 for the shipment.  The discrepancy was the associate (who is now no longer employed by us at her own decision prior to this complaint coming in) entered an other packaging option which required dimensions be entered instead of a carrier letter thus causing the inflated rate based on dimensional weight parameters.

  With these additional details we apologize for any concern and miscommunication and are certainly willing to refund the difference of $40.00 to the customer.  **** is welcome to retrieve this refund in person by visiting the location in question and speaking with either ***** or Patrick.  I highly recommend that **** call the location prior to visiting to ensure that one of those individuals will be present as they are managers and have access to perform such a refund and they will be made aware of this situation so there is no miscommunication on this.

  Thank you for your time and your feedback.

  ***** ********

  Customer Answer

  Date: 09/23/2024

  
  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.
  

  I will contact the indicated associates and come in to retrieve my promised refund. I appreciate the help of the BBB in resolving this & the investigations of the retailer in addressing my concern.

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