The UPS Store 6129

Hi,Our Assistant Manager was the only person talking to this customerAccording to our Assistant Manager he had explained the charge fees categories for receiving packages at our store which are based on size, dimension, and weightSince we are required to put these information in the system when we receive packages, we did so and the system determine the fees for her packagesMost of her packages were considered large and therefore charges were assigned to them accordinglyThree of her packages were 43X37Xinches, 46X37Xinches, and 38X24XinchesShe was told that she would be charged $per package (total of $90) for receiving and storage feesWhen she picked up these packages she was charged $which means we provided $discount to her.She claims that no one had told her about the feesWe have been implementing these fees for last years that we have opened our business and will tell everyone how much the fees areHer claim does not have any basis and therefore we do not think your organization should take any action against our Small Business Locally Owned.Any time she came to our store she was very interruptive, loud, and rude to us in front of our other customersAs a matter of fact she was confronted by one or two of our customers at the time and she showed the same reaction to them tooIt is interesting that after all the interruptions that she did to our business she apologized to one of our associates stating that she has been under a lot of pressure due to a death in her familyWe totally understand the emotional effect of it but do not feel we deserved to be treated the was that was mentioned above by this customer.We hope you understand that we have provided excellent service to this customer and we feel she wants to take advantage of usPlease feel free to contact us if you have any questions or need more informationThank you for your time and understanding

When we filed a claim with UPS for this customer unfortunately it was declined by UPS because his package was found and deliveredThe UPS is willing to issue a refund for shipping cost because it was delivered late but not for the delay or the re-making itemThe UPS has
informed us this is according to their policyWe are a Franchisee of UPS and independently owned and do not have any control over handling packages or UPS policies and therefore when a package leaves our store we do not have any control over what happens to the packageThis also has been explained to this customer by us & UPS including the reason why the UPS declined his claim
I am not sure what else we can do for this customer except asking for his refund for shipmentPlease let me know if you need more information or have more questionsThank you

Hi,Our Assistant Manager was the only person talking to this customer. According to our Assistant Manager he had explained the charge fees categories for receiving packages at our store which are based on size, dimension, and weight. Since we are required to put these information in the system...

when we receive packages, we did so and the system determine the fees for her packages. Most of her packages were considered large and therefore charges were assigned to them accordingly. Three of her packages were 43X37X7 inches, 46X37X9 inches, and 38X24X23 inches. She was told that she would be charged $30 per package (total of $90) for receiving and storage fees. When she picked up these packages she was charged $70 which means we provided $20 discount to her.She claims that no one had told her about the fees. We have been implementing these fees for last 8 years that we have opened our business and will tell everyone how much the fees are. Her claim does not have any basis and therefore we do not think your organization should take any action against our Small Business Locally Owned.Any time she came to our store she was very interruptive, loud, and rude to us in front of our other customers. As a matter of fact she was confronted by one or two of our customers at the time and she showed the same reaction to them too. It is interesting that after all the interruptions that she did to our business she apologized to one of our associates stating that she has been under a lot of pressure due to a death in her family. We totally understand the emotional effect of it but do not feel we deserved to be treated the was that was mentioned above by this customer.We hope you understand that we have provided excellent service to this customer and we feel she wants to take advantage of us. Please feel free to contact us if you have any questions or need more information. Thank you for your time and understanding.

Complaint: [redacted]
I am rejecting this response because: In the owner's lengthy reply, he is once again ignoring the basis of my dispute with him. I decided to use his services after they gave me a range of possible fees for receiving packages over the phone. After the packages arrived, I was told a fee at the low end of that range. When I arrived to pick up my packages, the owner refused to honor the initial estimate or the subsequent price as if they were irrelevant. I became incensed when he would not take any responsibility for the estimates I had been given and insisted they had no relevance. This is a classic example of bait and switch! While I apologized for losing my temper, he continues to take no responsibility for the estimate(s) I was given, implying that I am either lying or mistaken when it is clear that someone at his store gave me false and misleading estimates.
Sincerely,
[redacted]