Alex Box Inc

Initial Business Response /* (1000, 5, 2016/01/18) */
All packages that come through our store are picked up from here at 530pm each day no matter air or ground. As to when the actual scan happens it is whenever UPS scans the package, we have no control over that. UPS will not come pick up packages...

from our store earlier for any package. We have a set pick up time.
Tracking her package it does show that in Minneapolis the package was delayed due to severe weather. All packages that are shipped UPS are guaranteed for the date the customer is told, providing that there is no unforeseeable delay (weather or mechanical) something that is out of the control of UPS. These type of delays offer the customers no refunds for shipments from UPS.
Once any package leaves our store, we are a retail store that ships out for UPS, we are a third-party to the customer, we offer this service. The UPS Store's are not liable for any package, we can try to help the customer, but ultimately all package decisions are that of UPS.
As for the refund the customer does not get based on the guidelines that UPS has for every other package that is shipped through them, among other reasons at this point.
As to the handling of the situation and the customer service associate she spoke to at our store, I cannot state how rude or not she was. Form her end we had an irate customer in the store. I do not know the exact details of this situation.
As for the scanning, refund and delivery times, once a package leaves an The UPS Stores location, it is out of our hands and in that of UPS. Procedures and refunds are at their call.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This matter stems from car keys left on an airplane in Atlanta, GA. The individual flew from MN to GA and the keys were to a car left in MPLS near the airport. At 12:00 PM Thursday 1/7/16 the individual made arrangements with Alex Box Inc. in MN to overnight her keys to her in GA to receive them on Friday AM. She was leaving GA on Sunday 1/10/16. Because The UPS store/Alex Box Inc. did not do their job she would not have her keys to her car when she flew back to MPLS.
Enclosed are copies of my UPS Tracking Information. As you can see in this tracking information my overnight package was still at the Alex Box Inc. store and states: Order Processed: Ready for UPS at 6:37 on 1/7/16. Ms. Bigger states in her response to Revdex.com that "All PACKAGES THAT COME THROUGH OUR STORE ARE PICKED UP FROM HERE AT 5:30." The tracking information notes the first scan from UPS was at 6:49 AFTER THE 5:30 PICKUP TIME AS Ms. Bigger states in her response to the Revdex.com. SEE ENCLOSED a copy of my Complaint to the Revdex.com and a copy of the Alex Box Inc.'s response to the Revdex.com of Minnesota and North Dakota. Someone has not done their job. On 1/7/16 it states severe weather conditions have delayed delivery. "Your delivery has been rescheduled for the next business day". In this case that meant my package would not be delivered until Monday January 11, 2016.
I am enclosing copies of weather reports to further support my dispute. Herein it shows very mild weather in Alexandria, St. Cloud, and Minneapolis, MN. According to my weather records it was very warm in Minnesota.
On 1/8/2016 The UPS Store/Alex Box Inc. Store did not offer me any help with re-routing my package. The package had to be re-routed because the recipient of the overnight package in Georgia was getting on an airplane and would no longer be in Georgia when the now LATE package was going to arrive. I asked for help to call UPS to have it re-routed and was told that was not something they do. They wouldn't even offer re-route for a Saturday delivery. It had to be "next business day."
I said to "the clerk" (It says "Valerie" on my store receipt)... " You're a UPS store and you don't have a contact person at UPS to re-route my package back?" Once I said this she grabbed a laminated form with all these names and contact number and got a man on the phone and then handed me the phone and I had to give the man the re-routing information. SEE ATTACHED Can I re-route my shipment while in transit. Furthermore, Please see attached UPS information on What should I do if my shipment arrived late? Once my Georgia person called me to tell me the shipment did not arrive in Georgia as it was supposed to on 1/8/2016 I physically went to The UPS Store/Alex Box Inc. and asked for a refund. I was ignored by "Valerie" as she helped another customer. When she walked by me again I asked her if I would be issued a refund. "She said I will text the manager right now." I waited and still she ignored me, so I left the store.
I have to drive by this UPS business who failed to deliver my package every week day for business and at times it is 12:30 or earlier than 5:30 p.m. in the week day and I have seen a UPS truck at The UPS Store/Alex Box Inc. Store. I left my package at the UPS store at on 1/7/16 @ 12:05 PM for next day air overnight AM delivery and my package was not processed ready for UPS until 6:37 p.m. at night.
[redacted]
Enclosures:
1) UPS: Tracking Information Detail for [redacted];
2) Copies of weather reports for 1/7/16 and or 1/8/16 in Alexandria, St. Cloud, and Minneapolis, MN;
3) UPS info "What should I do if my shipment arrived late?;
4) How I re-route my shipment while in transit?;
Please see attached additional items for your review.
Final Business Response /* (4000, 9, 2016/02/01) */
As stated before all packages processed each day leave our store at 530 pm. There are no early pickups (except during the holidays). Once it is in the hands of UPS directly we have no control over any package. As to when UPS actually scans the packages it is when they are back at the warehouse ready to leave to their next destination. It is not only her package that shows ready for UPS later than she ship it, it is all packages. You have to realize we are not UPS, we did not deliver the package, The UPS Store accepts packages for shipment on their behalf and they come to pick up.
We also have no control over when UPS will reschedule packages, or how they are handled with UPS. We also did not place the weather delay on this particular package, the scan was done in Minneapolis, it would be only that warehouse that could tell you why it was delayed.
Only under certain circumstances will UPS issue refunds for late.
For certain services and selected destinations UPS offers a free money-back guarantee. The guarantee does not apply when late delivery results from the package not complying with the service restrictions and conditions set out in our Terms and Conditions of Carriage, from events beyond our control (force majeure) or due to any suspension of carriage or the exercise of any lien in accordance with our Terms and Conditions of Carriage. - From UPS.com directly. Because of the weather delay scan it falls under the "events beyond our control."
Because of this no refund would be issued in this matter.
The package also shows 2 delivery changes made once on the 8th, that change would have been delivered on the 9th. Then on the 9th a delivery change was also made resulting in the delivery on the 11th. UPS does not deliver standard packages on Saturdays, only packages specified to be delivered on Saturdays as it is not a normal business day, that would be why her package was delivered on Monday, a working business day.
I cannot answer for why the associate at the store handled the situation the way she did, but the end result would have been the same. We will talk with her in hopes it does not happen in the future.
If this package would have fell under the guidelines for the refund we would have processed it and it would have been sent to the customer directly from UPS. If it would have been a valid reason to submit the claim, it would not have been processed as the customers payment form did not clear the bank.