The UPS Store #5944

*** *** had a previous
contract on PMB *** in effect for more than a year, from 1/2/to 3/2/He
and his mother were joint box holders; both listed the same address on the
original contractThey abandoned the mailboxWe terminated the agreement on
4/18/for
non-payment
On 7/21/14, *** *** reopened
the contract on the same PMB ***He wasn’t issued a key because he was still
in possession of the key from the original contractOn 7/25/14, he added two additional
box holders, his wife and his mother.
During both of these visits,
we had two new employees on staffThey mistakenly allowed two additional adult
joint box holders to the mailbox
We’ve allowed multiple
adults to share a mailbox in the pastOur staff was taxed by:
1. Having to sort excessive mail/packages,
2. Handling claims of “missing” mail/packages that weren’t
missing but had been picked up by joint box holders,
3. Dealing with box holders “cherry picking” packages to
pick up leaving other packages behind for joint box holders to collect at a
later time, etc
We learned that the burden
of servicing multiple adults in one mailbox, especially those who do not reside
in the same household, is neither manageable nor cost-effective
Store manager ***
*** has worked in our store for more than a year and has experienced these
problems first handWhen she noticed three adults were listed on PMB ***, she checked
the contract and noted *** *** and his wife reside together but his mother
resides in a different city
She made the decision to
move the mother’s UPS package from PMB *** to “Package Only.” Our Package Only
Program allows us to receive non-USPS packages for customers without opening a
mailbox contractBecause we are not allowed to receive postal packages under this
program, she refused the postal package addressed to *** ***’ mother
Our postman happened to be on
his way out of our store as the customer was inquiring about his mother’s
postal package*** called our postman back in an attempt to facilitate a
resolution for the customerOur postman offered to step out the door to not involve
the store in the transaction
At this point *** called
me seeking direction on how to handle the UPS package for this customer because
the Package Only Program dictates that the customer named on the label must
sign for the package and she wasn’t sure how to proceed
After she explained the
situation I asked to speak with the customerI apologized to *** *** for
any misunderstanding and explained our policy limiting mailbox holders to two
adults in the same household per personal mailboxHe agreed to remove his wife
from the contract, stating his mother lived in the same household with himI
instructed *** to give *** *** his mother’s UPS package
After this conversation, we
believed the problem had been resolved
Our postman returned the
following day and remarked that we should have called because *** ***
was very aggressive towards *** and was out of line in the way he spoke to
herHe said he gave the customer the package just to get him out of our store
In fact, our postman said he remained in the store with the customer because he
was afraid the situation might escalate
*** *** had been a
mailbox customer for more than a year, he was aware that he had to sign for any
package our staff signed for on his behalf and only packages that were small
enough and could not be tracked could be placed in his mailbox
*** *** is a valued
member of our staffShe did not raise her voice, mistreat nor harass ***
***She was doing her best to follow mailbox guidelines, as she understood
themShe has been instructed that any future concerns with mailbox contracts
will be handled differently; we will discuss any concerns with customers prior
to taking any action
Thank you for your time and attention to this matter
*** ***, Owner
The UPS Store ***