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Business Profile

Packaging Service

The UPS Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Packaging Service.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:02/16/2024

    Type:Service or Repair 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 11/17/2023 I took a 7 Qt kitchenaid stand mixer to the UPS store in **********, ** to be shipped to **************, **. In addition to the shipping charges, I paid an additional $78.35 for insurance for the amount of $2500. for a total of $134.50. I was notified by the person who received the mixer that the item was damaged in shipping. she also sent me photos which I have submitted both to the UPS store and ************************ clearly showing that the mixer was scratched, dented and otherwise not in the same condition which I shipped it in. There was no wrapping around the mixer and the metal attachments were not wrapped. They were left to move around inside the box and damage the mixer. The box was also ripped and torn. This machine weighs 32 pounds so clearly it was very heavy. I have spoken with *******, the store manager who says that *** corporate denied the claim because they stated the mixer wasn't packaged properly and the UPS store states that it was, so they don't want to pay on the insurance claim. EITHER WAY the mixer was damaged in shipping and the insurance needs to be paid. The mixer was packaged and shipped by ***. I paid and trusted *** to ship it safely and they did not.

    Business Response

    Date: 02/23/2024

    I was able to get the claim approved through our insurance carrier.  We need two additional pieces of information from the customer and the claim will be paid.  I have left two messages for the customer but I have not received a response back as of 2-23-2024.

     

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

    Center Owner

  • Initial Complaint

    Date:12/29/2022

    Type:Service or Repair 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.
    Stolen package *** label was created on stamps.com I dropped off the package at this location. Insured for $400. Tracking says it never left the store. Still missing. I was never paid any insurance claim $. On top of that on 12/23 I made the mistake of dropping off another *** package, an overnight delivery to OH. I paid $135 for Saturday delivery on pirateship. I physically put the box on the UHaul truck after it was scanned to make sure it actually did leave the store. The item went missing for 4 days until I filed another claim with Shipinsurance. The item was located on 12/27/22 still in Richmond! It was finally delivered yesterday. I was never refunded $135 for my postage and thats an odd coincidence that items go missing for that long from this location.

    Customer Answer

    Date: 01/17/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by The UPS Store regarding complaint ID ********.

    Regards,

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

The UPS Store is NOT a BBB Accredited Business.

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