The UPS Store #4520

The clerk said she was going to place my Priority mail envelope into a UPS envelopeIt is evident that this what happened however, she put my item into somone elses return envelope This is evident because I do not have a Zappos account that sells shoes and I waz returning a text book to a company why apparently only uses USPS for shipping

I submitted a response and attached documents associated with [redacted] that substantiated our side of this story. As I explained in that response I was the individual that assisted this customer that day. I explained that I clearly remembered her. I submitted a clock in time sheet that reflected that I was the only clerk that would have assisted her that day. Again new hires never assist customers in their first week or two, and the other associate was excluded by the customer herself as not being the one that assisted her. The only other associate that could have assisted the customer was on lunch at the time, 4:57, [redacted] came in to the store. We have a standard drop off procedure for items already packaged and labeled. We enter the name, scan the label, and print a receipt immediately while the customer waits. The receipt this customer received came from the package she provided. We do not put a prepackaged, prepaid drop book into another envelope for any reason regardless of what shipping service label is being used. In fact in order for me to have done what [redacted] is alleging I did, I would have had to taken her already packaged and labeled book to the back of the store while she waited for me, put it into another envelope with a label associated with some other customer, and even then their would have to be such an envelope. I would then have to carry it back out to the front, type her name into the system, scan the label from that envelope and give that receipt to [redacted], all while she watches me do this. This is not standard operating procedures under any circumstances. This may be a stretch but, [redacted] works for the USPS, and she would know thisFinally I have consulted with the owner and have been instructed to provide this response we are not liable for the package she presented to us for drop off.  Thank you Charlene G[redacted]

On
September 9, 2016 one of my associates received three separate phone calls from
[redacted]l. On the first contact [redacted] explained to the associate she
had dropped off an envelope, August 11, containing a book for return. [redacted]
[redacted] had called about the envelope because she had been...

notified by the
recipient via email, Campus Book Rentals, an extension would be giving on the
return of her book. When she called them they gave her the postal tracking
number associated with the return envelope that was inside the envelope her
book had been mailed in. This was the tracking number she gave the associate
upon her first contact. The associate tracked it for [redacted] and found the
label had no tracking history only that the label had been created. [redacted]
told the associate she had gotten a receipt when she dropped off the envelope,
and would have to find it and call back. On her second contact [redacted]
spoke with the same associate providing her with a UPS tracking number. The
shipping status indicated the envelope had been delivered August 18 in Shepherdsville,
Kentucky. [redacted] contacted Campus Book Rentals giving them this
information and was told they do not use UPS shipping for their books they use
USPS, and they are not located in Kentucky. On the third contact [redacted]
shared this with the same associate. At this point the associate told [redacted]
[redacted] she would pass this information onto the manager and someone would be
contacting her. When
I arrived around 9:30 the associate filled me in and I call [redacted]
promptly. We spoke briefly. I asked her if she could come to the store to which
she responded she was almost there. When she came in we greeted one another; I
recognized her and told her I was the one that helped her. She said I was not
the one who helped her. The associate she had spoken to originally was working
and I asked her if that was the associate that helped her that day. She gave me
a confident no. I asked her if she had shipped with us in the past; thinking
perhaps I had serviced her at a different time. She said no the day she brought
the book in was her first visit. When [redacted] produced the drop off receipt
I was even more certain it was me that had helped her that day. I remembered
her without a doubt, but I was not going to argue with her. [redacted] told
me, as I made a copy of her receipt, that she knew it was a UPS label, because
she works for the post office. I
called UPS to ask them if they could tell me who the tracking number belonged
to. This is when I discovered it is an Amazon account. Zappos shares the same
distribution center but has a different address. I told [redacted] that UPS
originally thought it was Zappos, but when I called Zappos they told me they
share the same distribution but it is so large they have a different address. The address
[redacted]’s envelope went to belongs to Amazon. Finally, I called Campus Book
Rentals and spoke to a representative by the name of Katy. She told me the envelope
with the book and return label was sent to [redacted] on March 24th,
to an address in Baltimore, Maryland. The representative told me that [redacted]
[redacted] also told them she knew the label on the envelope was UPS because she
works for the post office. At one point the representative said that [redacted]
[redacted] had said she switched them, when I asked the representative if she is
going from notes or just what she was told by the representative that spoke to
[redacted] she confirmed they go off notes. She also redacted the comment
about switching labels when I asked her that. On
her next and final visit to the store [redacted] said the associate that
helped her was shorter and had brown hair. I have two full time employees. One
has long black hair, and the other has brown but colors it a reddish tint. The
new part time employee started on August 9, two days before [redacted] came
into the store, is 5’7 with long brown hair. This new employee was in the back
that day filling out I-9’s, tax forms, and background check forms. We do not
put our new employees on the floor their first week, ever. [redacted] did tell
me that the associate said to her they would put her already pre-labeled,
sealed envelope in a UPS envelope. I told her our associates would never do that
for two reasons, the envelope was ready to go, and it was UPS ground and the
only envelopes we have for UPS are for Next Day and Second Day air we do not
and cannot put a ground package in an air envelope. I asked [redacted] if she
may have misplaced that envelope and used the wrong envelope by mistake. She
was adamant that she did not have a Zappos account nor had she used Amazon. I
have three associates in this store and [redacted] could not identify the only
two that would have helped her, but she could say with no uncertainty that it
was not me. I know it was me. When [redacted] says in her statement that I
told her “the NEW clerk did nothing wrong” she is not being sincere. I did not
tell her that, but told her it would have had to been one of the other two
associates or me. It could not be the new hire because she would not be
servicing customers at that point. [redacted] wanted me to file a claim and I
explained that because it is not our UPS account we not able to do that.
However, to appease her I called our UPS preferred line, explained what was
going on and let the representative tell [redacted] directly we could not file
a claim on an account number that does not belong to us. I
feel badly for [redacted] however when a customer walks into our store with
drop offs that are ready to go we immediately open up our CMS, tap Customer
Drop Off and enter the name of the drop off customer, scan the coded tracking
number, hit print receipt and hand it to the customer. The receipt in [redacted]
[redacted]’s possession has her name on it. It would not matter which associate
serviced [redacted] that day the process is the same. [redacted]
[redacted] dropped off her envelope at 4:57pm. At that time one associate was on
lunch, the other associate which [redacted] is certain did not help her was
either working at the shipping table in the back or helping another customer.
The new hire, as I mentioned, was filling out paperwork in the back office. I
do not know where [redacted] got the envelope she used, and I feel badly for
her. At no time was she rude to me nor I to her although she contends that I
was. Unfortunately, that comes with the territory of being a manager. I did
reach out to the franchisee explaining [redacted]’s situation. He told me that
if she had a receipt with her name on it then that is the package she provided
to us that day, and we hold no responsibility for what envelope [redacted]
presented to us that day. Sincerely, Charlene
G[redacted]