Mail Boxes Etc. -2nd Ave

Review: I sent a package via this UPS store. They lost the package, then did not contact me to update me on the status of my claim (I called when I realized the package was never delivered). I followed up again for claim status with UPS corporate directly, and they refuse to provide me with any information. Now I am just trying to get a refund and have not been able to finalize that I can get a refund. I am very disappointed with their service, and their customer follow up after they lose a package.Desired Settlement: $10 for the cost of shipping, then $25 for the cost of the bracelet that I shipped that is now lost.

Business

Response:

?1. [redacted] contacted our store on Saturday June *, 2014 to report that her package shipped June [redacted] to [redacted] had not arrived. Our [redacted], spoke with [redacted] and notified her that we'd call UPS the following Monday June *, 2014 to put a tracer on her package, because UPS is closed on Saturdays.

2. On June [redacted], our [redacted], printed the information in our store's CMS system regarding this shipment and called UPS to notify them that the package was missing. UPS put a tracer on the package. [redacted] then called [redacted] to notify her that UPS had placed a tracer on her package. Normally UPS tracers take 8-10 business days and often longer for UPS to complete their search and to notify us.

3. UPS notified our store in a "Damage/Loss Notification" dated Friday June **, 2014, that unfortunately UPS was unable to locate the missing package. Our [redacted], contacted [redacted] on the same day, June ** 2014. In their phone conversation, [redacted] explained the UPS claims process and requested a receipt or a link to a website to verify declared value of the bracelet in the package that was lost by UPS. [redacted] said she'd email a link to the store, which she did 2 days later on Sunday June **, 2014.

4. Our store is closed on Sunday, so on the very next day, Monday June **, 2014 our staff submitted a "Request for Claim Payment Form" and supporting information (4 pages) to UPS via fax @ ###-###-####. After sending the fax successfully, [redacted] then called [redacted] to notify her that the claim had been submitted to UPS on her behalf.

5. UPS mailed a refund check for $**.45 payable to our store, dated July *, 2014, which due to the July [redacted] holiday, we received over a week later. Upon receipt, we deposited this check on July [redacted], 2014. Our store then prepared a check for $35.93 payable to "[redacted]" (the customer's husband and name of the shipper) per the customary procedure for payment of claims, and this check is now on route to the customer.

6. We understand the customer's frustration with the loss of their package and the time it takes for UPS to trace and process a claim. However, it is important to clarify that her package was lost in transit AFTER it left our store. Our store's staff did their very best in every way to assist [redacted] during the past month while UPS searched for the package and processed the claim. It takes time for UPS to trace a missing package in transit and for the claims process to reimburse a customer. We notified [redacted] at every step as soon as we received information and notified her of each of our actions during the claims process with UPS.

7. In addition to providing the information above, we are also sending the Revdex.com (to the mediator's attention: [redacted]) a full copy of all the documents referred to above. These documents prove the actions we took and the time line we listed in this statement. We are an independently owned franchise and we take customer complaints very seriously. UPS, the shipping corporation and our little store are completely separate businesses. Therefore, we appreciate the opportunity to address and hopefully resolve this customer's complaint. It seems that her frustration is largely directed at UPS. At our independently owned UPS Store, we handle our customer's packages very carefully and make sure that each package leaves our store safely. We'd also like to point out that package loss with UPS is very rare and that UPS is usually a very safe shipping choice

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Just as a note, the store actually never followed up with me. I had to call each time for an update or for information - they would tell me they were going to call me back within a set # of business days, then I would never hear and I would have to follow up again.

I am also still waiting for the check.

Sincerely,