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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

  • 1 complaint in the last 3 years.
  • 0 complaints 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 status

Complaint type

  • Initial Complaint

    Date:03/08/2024

    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 February 13, 2024 I sent a package from the cited *** store to a residential address in south ********, ** located approximately 10 miles from my home in Henrico, **. On March 6 I received a call from the UPS store stating they had my package which could either be picked up or reshipped at my expense. The reason for no delivery was that the "driver felt the neighborhood was unsafe or they had a lot of packages stolen from that area." I am an older woman who visits that neighborhood in my luxury SUV and I have never felt unsafe, nor does my elderly friend who lives there. She regularly sees a *** delivery vehicle in the neighborhood. I retrieved my package from the store and expressed my dissatisfaction with the reasons given for the non-delivery. The employee with whom I spoke was very nice (I was angry and said so) but made no attempt to try to figure out what really happened to this package. When I returned home, I noted the label that had been attached said the original receiver was Advance Auto Parts Store 2950 - which is listed online as being on ***************** nowhere close to where this package should have been delivered. I called the UPS store back and they had no explanation for that either. I will deliver the package myself to the "unsafe neighborhood." In the meantime, I was told "We aren't really ***. We're just one of their customers." They may be a franchise, but when the store front, website, paperwork, and shirt with logo say ***, you are *** and I am your customer. The money at this point is immaterial, but since the service for which it was paid was not delivered, I should get it back just for all of the irritation and aggravation this has caused.

    Business Response

    Date: 03/25/2024

    As a courtesy, I have issued a refund to this customer. This package was delivered to an access point less than 2 miles from the original recipient's address. This was because of the "Not-in-One" program that *** has put in place as protection for its customers. This means that if the recipient is not home in 1 attempt, the package will be taken to the nearest access point, which can be an advance auto store. The access point is never more than 2 miles from the original delivery address. It is clearly stated in the tracking, which you can see from what the complainant submitted. There is also a paper notice left on the recipient's door telling them that they had missed a package and where they can pick it up. This program is meant to be safer and more convenient for *** customers, but sometimes, like in this case, it is less convenient. *** knew there had been an uptick in porch piracy in this particular area and that is why the driver decided to deliver it to an access point. My employee did not mean to imply to the customer that this was a dangerous or "bad" part of town, but that *** was aware of the thefts and was only trying to keep packages safe. I have emailed my customer directly explaining the situation, apologizing for the inconvenience it caused her, and that she should receive a full refund for the shipping. 

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