The UPS Store #4895

To whom it may concern,Please read the attachment as my response.Regards,***

Complaint ID #[redacted] To whom it may concern, My name is Jenny M[redacted] and I am the GM of The [redacted] Store #[redacted]. I am aware of the circumstances surrounding the customer complaint that was communicated to the Revdex.com and passed along to me on 1/12/17. I received the notice 1/17/17. I did work...

directly with the customer, and during times when I was not available, my sales associates spoke with the customer as well. The customer shipped a package from our store using the services of [redacted]. There was initially a mistake made on the customs form and we corrected that and sent the updated copy to [redacted] immediately. The receiver in Australia claims [redacted] notified her the duty due was because of the incorrect value of $2100. I contacted [redacted] myself and was assured they received the updated forms indicating the value of $210 and that the duties due were a normal amount for the items shipped. It had nothing to do with the incorrect value initially stated. I expressed my concern with what the receiver had been told but I was once again assured this was an amount being assessed by the Australian customs agents. I spoke with the customer directly and assured him of what I was told. I was in touch every few days for an update via email and phone. The customer is asking that I be responsible for the way a foreign country handled the processing of his package through customs. This is something that is beyond the control of any shipping agent. Once the package arrives in the foreign country, that country has the right to handle, refuse or return any shipment they receive. Customs agents assess the duties to the receiver, if any. We have no way of knowing that. The customer is incorrect in what he is saying my communication with him was. I did not say “whether the invoice is right, you have to pay.” I did tell him the invoice was corrected and Australia was assessing the fee on the correct invoice amount. I did also tell him he would need to “let me know if your girlfriend wants to pay the duties of if you want to have the package returned.” Packages not claimed by the receiver are subject to being disposed unless the shipper pays to have the parcel returned.As the customer stated in his complaint, “[redacted] Australia was behaving very irresponsibly”, so he is obviously aware that this is not a [redacted] Store issue. I did sell him a service with a delivery date “pending normal customs clearance.” You will get the same response from [redacted], [redacted], [redacted]. I cannot be responsible for how a foreign country handles the processing of their incoming packages. I cannot refund the customer or be made to pay for items the customers girl friend purchased on her own. This customer has not been in contact with me in over a month and I didn’t realize this was still an issue for him. I will now continue to follow up with [redacted] to find out if the package can be delivered, but they also cannot control what a foreign country charges for duties and taxes. Please feel free to contact me if you need more information. Jenny M[redacted]###-###-####[redacted]@the[redacted]store.com

Please see the email string below of just some of my contact with [redacted] regarding this dispute. I also had numerous phone calls with [redacted] Greenwood from [redacted]. By the time I asked what the fee would be to have the package returned, it had been delivered. If there was some miscommunication, I apologize, but I never gave the customer false information nor did not respond to his requests. I feel slandered by his continuous disrespect for the service I tried to provide. We always strive to go above and beyond for our customers. I even gave [redacted] my personal cell phone number so they could contact me after hours or on the weekend about this shipment, since we were dealing with quite a time difference. If this will leave negative feedback on my account as an unresolved complaint, then I will accept that. I cannot continue to dispute an issue on a package that has been delivered. Once again, I apologize. I do however stand by my claim that I did everything I could to assist in the delivery of this international package. Jenny M[redacted]GM, The UPS Store From: The UPS Store #[redacted]Sent: Tuesday, January 17, 2017 9:40 PMTo: [redacted].comSubject: Re: [redacted] AWB [redacted],This package is still in customs. Can you tell me the fee  to return it to my location?JennyFrom: The [redacted] Store #[redacted]Sent: Thursday, December 8, 2016 3:22:10 PMTo: [redacted].comSubject: Re: [redacted] AWB [redacted] Hi [redacted],My customer is attempting to connect with the receiver in Australia for the above tracking number. He said he will update me tomorrow to let me know if they are going to pay the charges or want it returned. Can you tell me what the fee would be to return it to us?JennyFrom: The [redacted] Store #[redacted]Sent: Monday, November 28, 2016 4:11:54 PMTo: [redacted] US); [redacted].comSubject: Re: [redacted] AWB [redacted] My customer tells me that the receiver of this Austraila package [redacted] is now being charged $100 because of the error on the customs form. Why would there be a fee to the receiver for that?Jenny M[redacted]GM, The [redacted] Store [redacted]From: The [redacted] Store #[redacted]Sent: Tuesday, November 15, 2016 12:05:43 PMTo: [redacted] US); [redacted].comSubject: Re: [redacted] AWB [redacted] I have attached the file for Australian customs. I was a little confused how to fill it out, so please advise about the top section. Also, I want to confirm I won't be charged any customs fees to my [redacted] account.Thank you,Jenny M[redacted]###-###-####From: The [redacted] Store #[redacted]Sent: Monday, November 14, 2016 9:38:02 AMTo: [redacted] US); [redacted].comSubject: Re: [redacted] AWB [redacted] I don't understand what this form is for. There is no amount filled in and I want to be sure I'm not getting charged anything. Attached is the updated invoice I sent last week to [redacted].com as requested by her. Is this not sufficient?Jenny M[redacted]GM, The [redacted] Store [redacted]###-###-####From: [redacted] US) <Pedro.Rodriguez3@[redacted].com>Sent: Friday, November 11, 2016 3:46:27 PMTo: The [redacted] Store #[redacted]Cc: [redacted] Greenwood ([redacted] US)Subject: [redacted] AWB [redacted] Hello Jenny,I am messaging you regarding the tracking number [redacted]. Attached is the file Australian Customs needs in order to submit the revised invoice. Once completed, please send to [redacted].com. We will set a callback for Tuesday, November 15, 2016 by 5:00 CRC time. If you have any questions, please contact ###-###-####. [redacted]Customer Care Team Research Specialist [redacted]USA Phone + ###-###-####Fax     + ###-###-####