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The UPS Store

24825 Northern Blvd, Douglaston, New York, United States, 11362

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I am a very good customer who frequently drops off packages at this UPS Location. As such, when I had a package that was *** rather than UPS one of the workers OFFERED to give to the Post Office for me. I specifically asked him 'are you sure?' He replied 'no problem, I go there everyday.' Since I have had no previous issues with them, I left the package. Weeks later I still did not receive a credit from the clothing manufacturer that my package was sent to. I called them and was notified that the return label was not used or package not weighed.
I went back to UPS store and worker who took my package apologized stating he would speak to owner stating 'this is why we have insurance.'
What took place after that was a cover-up and denial from manager contradicting worker ever took package etc. I spoke to original worker again who DID NOT DENY anything and clearly wanted me to get my refund ($135). They finally offered $40 which I refused. They lost a package worth $135 and I provided to them the receipt and correspondence from manufacturer. I have followed up with them at least 15 times including calling and showing up.
They finally told me this matter is 'concluded' since I won't take $40.
Please help. I cannot imagine why they would risk losing such a good customer as myself when they clearly admitting to losing/not giving my package to Post Office as they offered and promised.
thank you for reading and addressing.

The UPS Store Response • Apr 02, 2020

Complaint ID: ***

*** insists that she dropped off a pre-paid *** package at our location. However, being a The UPS Store, we DO NOT accept pre-paid *** packages. We have signage in our store stating this and will verbally inform any customer who comes in with a pre-paid *** package that we cannot accept their package. The main reason being is we cannot provide a drop off receipt/confirmation for these kinds of packages to the customer. Providing a receipt/confirmation shows we scanned it into our system and accepted the package from the customer but we cannot do this with *** packages. We would never allow a customer to leave their package with us without getting a receipt because then there is no confirmation we accepted it or that they dropped it off with us.

*** claims my employee of 5 years offered to drop the package off at the post office for her but after speaking to him he never accepted the package from her nor did he offer to bring it to the post office as *** is claiming. *** wanted to confront my employee face to face but I would not allow it as I trust my employee and I, the manager, was handling the situation with ***.

When *** first brought up this claim, she stated the value of the item lost was $80.00. After trying to help her and calling *** to see if there was any record of this package being shipped, no information could be provided that the package was ever shipped. Being that *** is a repeat customer of ours, we still offered her partial reimbursement for the lost item of $40.00 even though she could not provide sufficient proof the package was ever left at our location. *** declined our offer. She then later changed the value of her item from $80.00 to $100.00 and now $135.00 which she stated in emails to us.

After numerous phone calls and emails with *** explaining the above several times, she was not satisfied and there was nothing more we could do. She ended our last phone call with name calling and profanity.

We are a small business which is independently owned and operated. We value and depend on our customers to stay in business and always to help any way we can.

End response.

Customer Response • Apr 02, 2020

I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:

[Michael's worker admitted to me twice that he did take package and apologized for not knowing what happened. He OFFERED to take it to ***, I DID NOT ask. The *** is ONE block away. I could have easily done this task myself. But because I trusted this location who never lost a package during all my time using them, I TRUSTED all would be fine. Michael C REFUSED to allow me and his worker and himself to meet at location to discuss and to prove to Michael C the truth and he would NOT ALLOW IT. If there was nothing to hide, why would he refuse me this ONE time to prove it? Michael C is a liar. ]

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Address: 24825 Northern Blvd, Douglaston, New York, United States, 11362


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