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:07/13/2023

  Type:Product 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 shipped gift cards via ***** from this Pack and Ship location on 5/22/23 and insured them for $500. The young man told me this was the maximum amount that the package could be insured for and no one would have to sign for the package. I knew the recipient would not be available to sign for it as they were out of town for work. The package was not delivered without requiring a signature and was returned after a couple of attempts to deliver. When the recipient went to the local office to pick the package up they were told it had been returned to the shipping location. I was notified of this and went to the shipping store in Huntsville to retrieve the package and it had been tampered with and the contents removed. I have been trying to get the promised refund for $531.95 since that time. The owner ************************* will not return a phone call or text and has never been available when I have stopped at the store to speak directly with him.

  Business Response

  Date: 07/24/2023

  As explained to **** multiple times, no one can insure gift cards. If he does not want to take my word for it, he can ****** it. I had an employee make a mistake and tell **** that he can insure them, when you cant. Which is why I sent him a refund of the money he spent to ship them. Which means he is not out any money with me. I never gave him a call back because I felt uncomfortable that he somehow found all my ways of contact without my consent. If he wanted to talk to me, he should have reached out on the store phone. I also never got any of his calls because he has been blocked from my personal number since June. If he would like to discuss this otherwise, he can contact my attorney. *************************** at ****** and ******** PLLC. Phone number is ************ 

  Customer Answer

  Date: 07/24/2023

  Complaint: 20312605
  
  I am rejecting this response because: His employee told me that the gift cards could be insured. I sent several packages with insurance on each one. I was deceived into believing that these packages were insured if lost or stolen. One of the packages had the contents, the gift cards, removed. If there had not been a loss of the cards no one would have been the wiser. But, with my loss it became evident that, intentionally or unintentionally, I was charged for a service that I did not receive. I specifically called and asked if insurance was available and then went to the store and received the same response. How many more customers have paid additional charges in shipping cost to insure items that were really never insured in the first place. This action appears to be a deceptive trade practice and a fraudulent behavior perpetrated by the business owner and his employees. There is no signage in the store regarding this issue and obviously the employees are poorly trained on the issue. I was told by a representative by the name of ***** on 6/30/23 with ***** that the git cards were insurable and I was told by ****, an employee with *****, on 7/12/23, that it was up to the Pack and Ship location to provide reimbursement for my loss. **** was the person who provided ***************************** email and *****, the store employee, provided his cell number for communication with him. ***** has never been on site at the store when I have stopped in to discuss this matter and when I asked ***** to call him for me he refused. ***** told me that ***** was at one of his other business and told him not to bother or he would be in trouble and I reached out to ***** at his cell number that had been given to me earlier.
  
  Regards,
  
  *********************