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:07/28/2022

  Type:Customer Service 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.

  07.26.22 around 11:15am I went into this store to return two pair of **** shoes. The shoes were bought at the same time under the same order so **** just had one QR code and one label for me. They sent the shoes in separate boxes. Immediately, the employee started rudely yelling at me saying that they couldn't use the code/label I had bc they couldn't use the same label for separate boxes. So I asked her if I could buy a bigger box then to put it in. She then rolled her eyes at me and asked another girl to "come help this girl". A lady came to put the two boxes of shoes into a bigger box and took the other two boxes I had to the back. An older lady came over and I asked her if there was a manager in, she said, "I'm the manager&owner of this place and before you go complaining I heard the conversation you just had and like she said we can't use the same code for two boxes even if it's under the same order & said that my problem wasn't with them that it was with ****. I said well I can see why **** only provided me one label/code bc it was a return for the entire same order but that when a customer comes in, instead of her employees immediately being rude and yelling a customer away, regardless of what protocols they have, they offer another solution like 1)buying a bigger box or 2) maybe tape the boxes together to place the one label that applied for both shoes. The manager then told me to just leave her store and that she wasn't going to continue to finish what I had to return or give me anymore service. I asked who her manager was bc it was ridiculous to turn a customer away for simply suggesting they provide a good customer service motive when this happens. She then said that she owned the place so did not answer to ANYONE and that she owned UPS and that NOONE was her boss and she can decide who she doesn't want to serve. I told her I doubt the UPS franchise would stand for this kind of unprofessional behavior and she said again that she answered to no one.

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/07/28) */ I'm sorry the customer felt she had been treated poorly and I expressed this to her at the time of the transaction. However, I was present for the entire transaction and it didn't take place exactly as she described. The associate tried to explain to the customer that we can't ship two boxes with the same tracking number. If **** shipped in two boxes, they had two separate tracking numbers. We don't know why **** sent only one return label for two boxes. The associate tried to do as she was trained by doing her best to explain the problem to the customer. She didn't yell her away." The customer asked if she could buy a box that would fit both boxes of shoes. The associate was in the process of measuring for the size box that was needed, but the customer kept complaining that she didn't understand why we couldn't just copy the label and put one on each box. At that point, the associate again followed her training and asked me, the owner, to help the customer as she was getting frustrated. Just the associate and I worked with the customer; there was not a third lady who took her boxes to the back. I went to get the box needed and was packing the shoes when the customer asked to see the manager. I told her I was the owner and she told me she thought we shouldn't immediately get defensive when a customer asks questions and should offer solutions. I told her I had observed the entire transaction and the associate was not rude or defensive and asked for me to help so she would avoid saying anything rude. I also said I was sorry she felt she was treated poorly. As a matter of information, UPS does not allow two boxes to be taped together and shipped under one tracking number. I did pack her shipment in another box for her and I did say that her argument was with ****, not with us. She then told me she need a notary. I started to prepare to do the notary and she asked who is my boss. I told her I was the franchise owner and didn't have a boss. She became very sarcastic and said, "You don't have anyone you answer to?" I again explained that I was the owner. She said, "You own all of UPS?!" I said no, UPS is a completely separate company. My business is an independently owned and operated franchise of The UPS Store, and told her she could contact theupsstore.com to file a complaint if she wanted to. She continued to express amazement that I said I owned all of UPS. We had been involved in this transaction for about 15 minutes at this point. I told the customer that I felt we wouldn't be able to satisfy her needs. I told her I wouldn't charge her the $12.35 for the box we provided to ship her shoes and I suggested she find another, more satisfactory location to do her notarization. I did complete her return and gave her a free box. I did not complete her notary. There were three other associates and two customers present during the incident. We also have security cameras that corroborate what actually happened as I describe.