The U P S Store # 2610

First let me explain that UPS Stores are independently owned and operated franchises of United Parcel Service (UPS), we are essentially one of their customersThus I cannot speak to anything that happened involving UPS or their 1-numberJust to be clear we shipped a package for this customer
on Nov 25th when the customer called he stated Nov26th and on his complaint he states Nov27th When the customer called I explained how our system worked and that we could not have made the error, this is explained belowI also explained how some other scenarios could have happened, one of these possible scenarios being that labels being knocked or rubbed of while in the UPS system and then when missing labels were found they were then put on the wrong boxes while in UPS’ possessionThis, though not common, has happened beforeThe second scenario being that he had actually mixed the addresses up when he filled out and verified his paperworkThe customer asked how to contact UPS and I gave him the number and how to speak to a person from the automated menu. I believe it was the customer’s error as he was distracted by his cell phone while shipping his packageHe was not speaking on his phone but rather gazing into it and texting or using social media.The way we process UPS packages has been refined for decades and this is one of the issues it is designed to protect againstThe customer fills out a Parcel Shipping Order with the shipper info, the destination info, the contents, the value and their signatureWe then place the packages (one at a time) on the scale right in front of the customerSuch as this Wii package that as the customer states he already had boxed upThe information from the PSO is entered into the computer and label and two receipts are produced for this and only this packageThe label is placed on the package right in front of the customerThe package and a receipt copy of the label are given to the customer and the customer is asked to verify the address by signing a statement on the bottom of the label receiptThe statement that the customer signs says “Customer acknowledgment: I acknowledge and accept terms & conditions in force for tendering shipments through this location and certify that address, contents and values provided for this shipment are accurate in all respects.” This customer signed the label receipt; we have his signature on itWe can only go off the information the customer provides us, in this case the customer was distracted by his cell phone usageHow can we put the wrong label on the wrong box when the label is typed out and attached to the box right in front of the customer and the customer then signs a receipt copy of the label saying that “…I acknowledge and accept terms & conditions in force for tendering shipments through this location and certify that address, contents and values provided for this shipment are accurate in all respects.” We have no idea what address a package needs go to other than what a customer tells usThe prepaid drop-off package is just that a completely prepaid and addressed label, it is generated by UPS not by a UPS StoreIf this was a mistake that was our fault we would have no problem attempting to fix it, but we cannot be responsible for the errors of othersDo you confirm your order three times with your waiter? The customer is just embellishing to make his version of events sound more believable when he states “I had confirmed with the man working there three times which package needed to go to what address”In my years in this business no one does thatI can provide copies of the Parcel Shipping Order and the label receipt with the customer’s signature if the Revdex.com would like themThe Revdex.com is also welcome to come in anytime and see UPS shipments processed this exact way day in and day out

Complaint: ***I am rejecting this response because: You claim that I was distracted by my cellphone? You must mean the cellphone that I was using to look up the address of where the item needed to be shippedThis is exactly the type of response I have received over the phone with both the UPS store and UPSI understand that you are separate entities, but do not think that you are incapable of making a mistakeEspecially during this time where your volume is higher than any otherWhat a pompous and arrogant responseThis must be the same it who accepted my packages AND MIS-DELIVERED THEM.Sincerely,*** ***