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Business Profile

Mailing Services

The UPS Store #2932

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mailing Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:01/06/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    My husband took a package to the UPS store on 12/26/2024. I had written the shipping and delivery addresses on the box. He took it in to mail and the person confirmed the address. He did not accept on any computer screen that the address she entered was correct. She verbally asked him the address and he confirmed it. She said the package should arrive Friday or Saturday. Both days came and no package was delivered. It was my medicine that I needed (as I have been staying with my dad in Virginia off and on since my mom unexpectedly passed and him having dementia). I extended my stay for a week due to the holidays. I tracked the package and it said it was undeliverable due to the address and getting returned to my home. I tried getting in touch with UPS in Bristol, but the package was already on its way back. So, finally Thursday my husband stopped in the store on Thursday to find out what the problem was and a lady by the name of Lisa signed for the package and it was there. Knowing that it would take another 2-3 days and I was out of the medicine I needed, I had to drive 3.5 hours yesterday to get it and will have to drive back today or tomorrow. We paid for a service and the service wasn’t provided plus 3.5 hours one way and at least 75.00 in fuel both ways. He has asked for a refund and they asked for pictures of the box, label and receipt. He sent it and they still will not refund for 13.85. I want the money back and think I deserve something for the inconvenience that it has caused. I tried calling the store several times and today finally got someone on the phone. I explained the situation and the lady advised me that Lisa was off and that my husband had to manually confirm the address on a screen and he did not. He was never even asked. Why not take accountability and just have refunded the money when he went in the store? I will never use this store again. We have not even received an apology. Poor service!

  • Initial Complaint

    Date:01/26/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    On Friday 1/13 I entered the UPS store in Easley with my client’s passport. She was in Las Vegas and her purse has been stolen with all her ID. She needed her passport to fly back to SC 1/15. I carried the passport in, unpackaged and made it very clear it needed to arrive the next day. The clerk seemed to understand me and assured me it would be delivered by the next day at 8am. He told me to scroll down and sign the screen, but unbeknownst to me, changed the delivery date to Monday. At a cost of $104.27 I guess it was my mistake thinking that was an overnight charge, not a delivery that would take four days. The next day my client tracked the package only to discover it was scheduled to be delivered Monday! I spent the weekend trying to contact the store and UPS to get it delivered before her flight, unfortunately that didn’t happen so Sunday I spoke with UPS to have it returned to the store. Needless to say it was delivered to LV Monday morning. I spoke with UPS again and they said it would be picked up and returned. At this point I’m also in touch with the hotel it was delivered to and they use *****. By Thursday the passport was still not picked up from the hotel so I had to pay ***** $49.55 to return ship it to SC as my client was flying again and needed the passport. I’m requesting a refund of $153.82 to cover the shipping costs both ways since they failed to return it to SC as they said they would.

    Business Response

    Date: 02/09/2023

    Good afternoon,
    As a response to the customer at our Easley location: My name is John and I am the Area Operations Manager over the Easley location. First, I would like to apologize for your client having her items stolen. I know that can be frustrating. Then to not receive her passport in time for her flight added to the frustration. I have spoken with my associate in that store and he stated that the customer asked for Next Day Air service (NDA). The way that standard UPS Next Day Air works is that UPS considers NDA shipments that are shipped on Friday are slated for delivery on Monday (the next business day). When you stated that you needed it there Next Day, our system tells us that NDA is for delivery on Monday. The customer would have to state that they need it there for Saturday delivery for us to change the system to delivery on Saturday.  UPS does not consider Saturday as a standard delivery day so shipping on Friday using Next Day Air Service would normally be delivered on a Monday.
    Per our training process, we have the customer review all of the information on the customer-facing screen, which includes, the sender and recipient addresses, description of item(s) shipped, and estimated delivery date. The customer doesn't actually get the "scroll down" portion of the transaction until they verify and approve all of the information on the first screen and "Confirm Shipment".  Once that is done, we have them review the Terms and conditions (or bypass by scrolling down and signing at the bottom).

    As far as UPS not picking up the package from the hotel, unfortunately we have no control of that. If that hotel uses ***** then maybe they don't have regular daily UPS pickups, and were only able to send it back on the day they received a package delivery from UPS. Again, that would be at the discretion of the hotel. UPS didn't pick up the package as they stated to return it, but again that would not fall back on our store.

    Again, I apologize for the package not getting there when you anticipated. UPS, unfortunately, will not approved a Guaranteed Service Refund, as according to UPS the package was delivered on time (Monday). I also cannot reimburse you for the ***** shipment you had to send. I can however offer you a 30% discount off your next UPS shipment, should you visit our store in the near future.

    Again I sincerely apologize for the miscommunication and we hope that we can be of service in the future.

    John C******
    Area Operations Manager
    The UPS Store
    Powdersville/Easley

     

    Attached: Signed PSO for everything verified on customer facing screen

    Customer Answer

    Date: 02/09/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

    Regards,

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

    I told the store I needed it delivered Saturday and they verbally told me it would be delivered Saturday and no one even suggested it would be delivered Monday.  Clearly they need more training if what the customer is asked to sign does not agree with what they are being told verbally. I will accept reimbursement of the original delivery of $104.27 but am highly disappointed they will not take responsibility for the return delivery leaving the package stranded in Las Vegas. 
    Thank you for the attention to this matter. 

The UPS Store #2932 is NOT a BBB Accredited Business.

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