The UPS Store 2636

I am rejecting this response because: the items I sent to be mailed by UPS Eagan store were not received completely. There has to be a reason why the outer clear white envelope and one of the brown Manila envelopes was missing upon receipt. I am accused of changing my story but I don't. Perhaps my asking now for a refund, they can't accept, but this Revdex.com site asked how I want this resolved. The photo you attached is blurry, the time stamp is not complete. Besides, that might be another lady there because I stood right in front of Rob, on the other side of your register/till while doing the transaction. Also, I don't own a red purse/handbag, I use a black leather handbag. We are just concerned about the loss of my husband's important documents and how careless the items were handled

Mrs [redacted] came into the store on Friday the 10th with this being the first of us hearing about this whole thing. Her store was: She watched Rob seal the envelope and her husband broke the seal. She then called on Monday and spoke with Rob and the story was the same. She then sent an email...

confirming all this. Matt [redacted] (owner) responded to her email. She then responded and the whole story had changed. We did review the cameras and it is VERY clear that the packaging was NOT red and that Rob sealed the package. At that point we closed the matter as Mrs [redacted] story kept changing it was hard to believe her claims. She never said anything about checking the cameras, which we did and it confirmed that she was standing in front of Rob while he sealed the letter and the envelope was clearly not red - her purse is red. Getting a refund was also never brought up, we were immediately being accused of tampering with her documents, which it very clear from the cameras that was not the case. I have added still shots of the transaction, clearing envelope was red and Rob sealing the envelope.

Thank you for your response. As stated before, Mrs. [redacted] handed the documents to our employee and he sealed said documents (we don’t know if the documents she is missing were actually in the three envelopes that she claims she handed to our employee) in the envelope with her standing in front of Rob, per the video evidence and her accusations of this situation with our Manager when Mrs [redacted] was in the store on Friday February 10th as well as when she talked with Rob on the phone February 13th. Now, she is claiming that she didn’t see it being sealed. (story changed). Mrs [redacted] is now claiming the outer envelope is a white (story change-was claiming “red plastic UPS package.” “envelopes arrive in a red plastic UPS package”) envelope. Because of these examples is why I claimed that the story keeps changing. In regards to the refund, we can accept giving a refund, however when asked to provide photos of the envelope that her husband broke the seal to, which Mrs. [redacted] said you would send back on February 15th (“I will ask my husband if he can take a photo of the packaging.”) - we never got. If the envelope was tampered with, we would file a claim with UPS (but in Mrs. [redacted]’s statement she said that her husband broke the seal, so how could we have tampered with it), but we need the photo to move forward with the claim, which we still haven’t received. Once we have the photos we can file a claim, if the claim is approved we would then need a proof of value. The caveat is, we never saw the documents because they were already sealed and placed in the envelopes that she handed to our employee. It’s a shame that Mrs. [redacted] lost her documents, but claiming that we stole them is false and we have the evidence/proof on the camera. The camera file is too big to attached to this, but I do have it with many angles showing the whole transaction, from the time Mrs [redacted] approached the til to Rob carrying the envelope to our back and placing in the pile with all the packages going out for the day. Saying that we have not handled this carelessly is completely incorrect, we have consulted the cameras. Those never lie because cameras show what really happened. If we were in the wrong, we would have accepted that, however it is very clear that our employee or store didn’t tamper with the envelope but instead brought it from the front counter to the back and placed with all the other packages.