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:03/13/2023

  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.

  On October 31, 2022, I requested the UPS Store, 7371 Atlas Walk Way, Gainesville, Virginia 20155 ship a package to Canada which was a return of athletic shoes I bought from a Canadian vendor. I paid the UPS Store $ 29.40 to ship the package to Canada. I was not informed there would be any brokerage or other fees with this shipment. Had I been informed of such, I would not have shipped the package and paid $29.40. I subsequently tracked the package and only then learned that delivery of the package in Canada was contingent upon payment of $68.86 in brokerage fees. Neither I nor the Canadian vendor would agree to pay the brokerage fees, so I had the package be returned to me. On January 12, 2023, I spoke with the owner of the UPS store and requested that he refund the $29.40 to me. He refused, stating it was "common sense” that I should have anticipated brokerage fees, the invoice form I was provided references the payment of brokerage fees, and that any recourse I have is with UPS, not his store. I believe the UPS Store should refund me the $29.40. First, I cannot be expected to have anticipated the brokerage fees as I am not an expert in shipping packages internationally; I relied on the UPS store (who are the experts) to advise me on whether any fees in addition to the standard shipping fee would be imposed. They did not tell me of any. Indeed, it appears the UPS store did not anticipate the payment of any brokerage fees, stating in an email that: "We were told that in order to return the package there was a $68.86 brokerage fee. Is there anyway we can get this fee waived? This package was a return of Canadian Goods. We have shipped packages back to Canada as returns to companies in the past that did not require any additional fees." Second, the invoice form I received when shipping the package does not reference any brokerage fees. Finally, I contacted UPS and they advised it is the local UPS store's responsibility to refund the monies.

  Business Response

  Date: 03/21/2023

  Dear Sir/Madam. 
  *** ***** ********* came to this UPS Store on Oct 31st, 2022 to ship a shoes box to Canada. She paid $29.40 for the shipment. She also singed on PSO (Parcel Shipping Order) on which she describes shoe's value is $167. This International PSO Form she signed on clearly states that "duties, fees and taxes are assessed on all dutiable commodities. These assessments are controlled by country of destination and are subject to change without notice." It also describes "we (The UPS Store) cannot predetermine the amount of duty or tax for a given shipment. All these expenses are responsible by you (customer),,.,,...". 
  For your reference I attach a copy of PSO Form she signed on when she shipped it. 
  Conclusion: For international shipment there is no way to predetermine the commodities are dutiable or not. If so, how much the duties are; all these are depending on destianted country's regulations, quantity and value of commodities, etc. The customer fully understands the terms and conditions and signs. 
  Thank you. 
  ***** *** 
  The UPS Store #5000 
  
  

  Customer Answer

  Date: 03/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because while I acknowledge signing the Parcel Shipping Order, I do not believe it controls here for several reasons:  First, employees of the business advised me verbally there would be no additional charges beyond the shipping fee I paid.  This claim is supported by the attached email sent from an employee of the business to UPS when I first challenged the imposition of the brokerage fees.  In this email, the employee states  "We have shipped packages back to Canada as returns to companies in the past that did not require any additional fees."  This is precisely what I was advised, and what I relied on in agreeing to ship the package with this business.  Second, the Parcel Shipping Order is a classic contract of adhesion that customers are powerless to do anything about, and should not be enforced here, particularly where the business' own employee contradicted the terms of the Parcel Shipping Order.  Third, the circumstances under which customers of this business are presented with the Parcel Shipping Order discourages an informed understanding of this document.  For example, on the day I shipped the package, I distinctly recall asking the store employee what charges I would incur to ship the package.  The employee and I discussed the contents and value of the package.  I was then told I would incur a shipping fee of $29.40, and I asked if there would be any other charges.  I was told no, and on that basis, I agreed to ship the package.  I was then directed to sign "here" at the bottom of a form that was contained on a digital screen  I did not read the document in its entirety, in part because I relied on the representations of the employee and also because there was a line (as there always is at this location) of other people wanting to ship packages.  I signed the form, and paid the $29.40.  I find it very misleading and disingenuous that the business now claims I fully understood the terms and conditions of the Parcel Shipping Order.   

  For the reasons set forth above, I reject the business' response.  

  Regards,
  
  *****************************