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The UPS Store # 3656

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The UPS Store # 3656 Reviews (1)

Initial Business Response /* (1000, 11, 2016/02/23) */
Thanks for giving me an opportunity to relate my series of events
I helped *** when she was shipping a packageDuring our discussion, I mentioned that we also do printingShe said that sounded good, she might need to have a need for
thatWe talked a little about The UPS Store's general and wide-ranging capabilities
*** might have talked to one or more of my employees as she mentioned; I have no idea and have no reason to doubt her
However, when she called to review our prices, I was standing right next to a new employee and was coaching my employee on how to answer her questionsAs far as I could tell, Ms*** did not identify herself and even had she, it would not have meant anything to the employee or me since we hadn't done any work for herIt had also been 2-weeks since I helped her with shipping her packageI was telling my employee what to say and told her the 2-sided color price of $per flyerI also told my employee to mention that we give realtors a 10% discount when they print with my storeThe caller mentioned that she needed a finished size of 5.5"x8.5"I told my employee to mention that we could cut them to that finished size and that is normally a $feeI then requested my new employee to tell the caller that we would waive that cutting feeThis would have resulted in a final price of around $+ taxI then told my employee to have the caller send the file in an email and the job would be finished in 1-business days after receipt of the file
(we see over customers a week, to give you some perspective on how many people come in our store)
*** sent the file that evening and we finished it the next dayShe called on the following Saturday, saying that she wasn't feeling well, was sending someone else to pick them up and she wanted to pay with a credit card over the phoneI said, sorry but store policy is that we check the ID of all our customers that offer a credit card so we couldn't take her credit card over the phone
She finally came in on a Saturday afternoon a week or later and asked for the printing jobI retrieved the folder they were in and set them down on the counter in front of herI certainly did not "throw them" at herShe remarked that they were on regular paper, but unprompted said but I'll take themShe then paid by credit card and I checked her IDI never said a word until she paid and I thanked her for her businessAt no time did I yell at her, raise my voice or say anything rude to her
That was the end of it until she called the following Tuesday morningShe asked for the manager while also saying she didn't want to talk to Kevin(my staffing level is employees with less than days experience on the job and myself) My employee advised Ms*** that I was the owner and the only person to talk withThe phone was handed to me and I had a polite 5-minute conversation with herShe related the story of talking with the women before placing the order sometime laterI reviewed with her that to use 80lb paper was a cent per sheet upgradeI also told her that I overheard the phone call and I was coaching my new employee on what she should tell the caller (***)I told her that there was no mention of using anything other than our standard high quality 28lb paper; she didn't say anything about the paper and my employee didn't mention it eitherI also reviewed the pricing with her on the phone pointing out that she wasn't charged for the upgraded paper, saying "you didn't ask for the upgraded paper on the phone or make mention of it in the email when you sent the file"
When she asked for a refund, I quietly said that I wouldn't be able to do that for herMs *** then said she wanted me to do the job again on the lb paper and not charge herI said I wouldn't be able to do that as the store didn't make a mistake nor did we charge her for the paperShe then said she would contact the Revdex.com and "how would I like that?"I quietly said that if she felt that way, she could do whatever it was that she felt she needed to do
When she hung up on me, I breathed a sigh of relief and felt glad that I hadn't let the conversation get heated
As a side note, I just completed a print job for ReMax that involved over three hundred color copies on our standard lb high quality paperThey were quite pleased with the resultWhile I understand that everyone's taste is unique and not everyone likes the same thing, I point it out only to demonstrate that a big real estate company had no problem with our standard paper
Also, as you read through the emails form Ms ***, you'll note that she mentions having worked with 'Jim' many timesI've owned this store (and others) for over years, have received numerous awards from The UPS Store corporate office and have been nominated for Prior Lake Chamber of Commerce the past years while serving over 35,customers here and more than 100,customers across all stores per yearWe have a good business and have no reason to cheat our customers
Please let me know if there is anything else you need from meThanks
Initial Consumer Rebuttal /* (3000, 14, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am saddened, although not surprised, to learn that Kevin was unwilling to be honest about our printing transaction at his storeHis behavior was hostile and bullying but in his response to the Revdex.com he certainly could have made up for the problemA simple explanation that he was training a lot of new staff and having a tough time managing stress (or something like that) and we could all move onUnfortunately, it's beginning to appear that my experience at his store may not be unusual
American Express, having noted that I have never in my many years as their customer had to make a complaint about an unethical charge on my account, immediately reimbursed me for Kevin's misappropriation so, I am not going to waste much more of my time on this matter other than to disprove a lie or of his
In his response, Kevin suggests that it took me several weeks to pick up my orderPlease find attached, a pdf document containing a series of correspondence between myself and Kevin (in reverse chronological order)The correspondence demonstrates that after I placed my order, Kevin took days to supply me with a price quote and the quote was higher than what I was told verbally when in the store
Although he claims he did not throw the packet at me, at least Kevin does admit that he tried to have me pay for my order while it was still placed in a closed envelopeWho would charge a new client for a print job without showing them the result to make sure they are satisfied?! His behavior was bizarre
Kevin also claims that I made my request, that he produce the project as I ordered it, over the phoneThat is not true; I made the request when I returned to his store the next day, as I said I would, to receive a refund if my partner could not use the misprinted projectHe could notHowever, rather than appreciate my willingness to try using his misprinted product, Kevin rudely stated (as described in my original complaint) that he would not refund my money
Finally, the attachment that was provided with Kevin's response is nonsensicalIt appears to be a receipt from Kevin's store for registered mail sent to a Sophie someoneI'm not sure what the purpose of that attachment is and so other than point it out, I disregard it
I want to make clear that the only acceptable solution is for Kevin to reimburse my credit card companyIdeally, he would also take a course at the Revdex.com Institute for Marketplace Ethics (IME) but I leave that to the Revdex.com to suggest to him
This incident makes me all the more grateful that the Revdex.com existsI do use your searchable database to identify ethical (and unethical) businesses and I am glad that other consumers will learn about my experience at UPS store so that they can make an informed decision on where to conduct their shipping and printing business
Sincerely,
***

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Address: 8160 W County Road 42 STE 300, Savage, Minnesota, United States, 55378-2199

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