Complaints

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• Initial Complaint

  Date:05/01/2024

  Type:Delivery 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.

  I paid 2 day air shipping for a package that was already boxed up when I dropped it off. The total was $126.47 only for it to be delivered 1 week later. I shipped a package from the UPS store on 4-18-24 at 8:21 am in the morning and the package did not leave the store until 4-22-24. I called the store to address the issue and the lady created a case. I did not hear anything in the time frame she specified. I call *** customer service. They investigated the tracking number and informed me that it was the UPS store at fault since they did not ship the item for 4 days which was 4/22/2024 and tell me to call the store manager back and ask for a refund. The UPS store on ************** in ********** told me that it probably just sat in the warehouse waiting to be shipped and offered me no resolution or refund for my shipping costs. I have been given the run around from the store manager to the *** customer service. *** has been horrible to deal with. If I wanted my package to get there in a week I would have paid regular shipping prices at ***** They told me they can't refund since it's not 1st day air. I believe the ball was dropped on someone's part and no one wants to claim it. Please anyone reading this use ***** or *****

  Business Response

  Date: 05/30/2024

  Good afternoon **************,

  I submitted a ****************** refund for your 2nd day air on 4/25/2024 although GSR's are only guaranteed for Next Day Air options. The shipping updates on your package states that the package was picked up and scanned by a driver on the same day that the label was created. I found this information by tracking your package on UPS.com. The email that I received back from corporate states:

  "Thanks for your email inquiry regarding a service refund. I'm sorry that the shipment was not delivered as expected.
  Please note that the ****************** Refunds have been reinstated for the following services:
  -Next Day Air Early
  -Next Day Air
  -Next Day Air Saver (Residential and Commercial)
  -Next Day Air Saturday Early
  -Next Day Air Saturday
  -2 Day Air Early (Commercial)
  The refunds for 2nd Day Air, 3 Day Select, and ************** are suspended until further notice.
  I'm sorry that we cannot process your refund request. Let us know if you have any questions.
  Sincerely,
  **************
  UPS Retail Preferred Customer Associate
  TUPSS Preferred Customer support: **************"

  We are so sorry that our services were not proficient and did no satisfy. If you give us another chance to fix it, we promise to exceed expectations.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21652586
  
  I am rejecting this response because: I called the corporate office back on 4-25 and they told me it is up to the individual store (since you are a franchise) to determine if a refund will be issued. Also, the issue was the box not leaving your store(warehouse) several days after I had dropped it off at 8 am in the morning. 

  So no, I am not satisfied with the response from this local *** store.
  
  Sincerely,
  
  *********************