The UPS Store #6684

We greatly value our mailbox customers as their service is at the foundation of our businessTo address the main point, the customer's mail forwarding service was interrupted due to an oversight on our part We neglected to follwith the customer regarding our request for payment informationUpdated billing information was never received from this customer and therefore the forwarding service was placed on hold Due to the high volume of mailbox customers, including those on mail forwarding, and the unique situation of our transition we were not able to more timely follow-upRegarding the owner's attitude, the conversation on the phone escalated after the customer became impatient while trying to identify the issue The customer was dissatisfied that we would not immediately acquiesce to their demands and began to use expletives As a result, the owner did not express greater empathy for the situation and insisted the customer would have to pay for their own expedited forwardingWe did however research further and identified where the error occurred The customer's mail was then forwarded that same day via expedited service, to arrive the next day and at no charge to the customer Additionally, a personalized letter was included in the forwarding extending an apology to the customer from the owner, and expressing regret for the direction and tone of their last conversation A new payment information form was also included along with a prepaid UPS return envelope to ensure the document would not be lost again in the mail To date the form has still not yet been returned to the centerThe customer has however received an additional forwarding since this occurrence, and will continue to receive service without interruption until billing information is needed Services understandably cannot continue without payment and/or billing authorization being received It is important to note, should the customer elect to receive services elsewhere, the United States Postal Service will not complete an individualized change-of-address forwarding leaving our location [as we are a Commercial Mail Receiving Agent (CMRA)] The customer would in fact still need to coordinate forwarding services with our location and subject to applicable fees

We greatly value our mailbox customers as their service is at the foundation of our business.To address the main point, the customer's mail forwarding service was interrupted due to an oversight on our part We neglected to follwith the customer regarding our request for payment
informationUpdated billing information was never received from this customer and therefore the forwarding service was placed on hold Due to the high volume of mailbox customers, including those on mail forwarding, and the unique situation of our transition we were not able to more timely follow-up.Regarding the owner's attitude, the conversation on the phone escalated after the customer became impatient while trying to identify the issue The customer was dissatisfied that we would not immediately acquiesce to their demands and began to use expletives As a result, the owner did not express greater empathy for the situation and insisted the customer would have to pay for their own expedited forwarding.We did however research further and identified where the error occurred The customer's mail was then forwarded that same day via expedited service, to arrive the next day and at no charge to the customer Additionally, a personalized letter was included in the forwarding extending an apology to the customer from the owner, and expressing regret for the direction and tone of their last conversation A new payment information form was also included along with a prepaid UPS return envelope to ensure the document would not be lost again in the mail To date the form has still not yet been returned to the center.The customer has however received an additional forwarding since this occurrence, and will continue to receive service without interruption until billing information is needed Services understandably cannot continue without payment and/or billing authorization being received It is important to note, should the customer elect to receive services elsewhere, the United States Postal Service will not complete an individualized change-of-address forwarding leaving our location [as we are a Commercial Mail Receiving Agent (CMRA)] The customer would in fact still need to coordinate forwarding services with our location and subject to applicable fees

We greatly value our mailbox customers as their service is at the foundation of our...

business.
To address the main point, the customer's mail forwarding service was interrupted due to an oversight on our part.  We neglected to follow-up with the customer regarding our request for payment information. Updated billing information was never received from this customer and therefore the forwarding service was placed on hold.  Due to the high volume of mailbox customers, including those on mail forwarding, and the unique situation of our transition we were not able to more timely follow-up.
Regarding the owner's attitude, the conversation on the phone escalated after the customer became impatient while trying to identify the issue.  The customer was dissatisfied that we would not immediately acquiesce to their demands and began to use expletives.  As a result, the owner did not express greater empathy for the situation and insisted the customer would have to pay for their own expedited forwarding.
We did however research further and identified where the error occurred.  The customer's mail was then forwarded that same day via expedited service, to arrive the next day and at no charge to the customer.  Additionally, a personalized letter was included in the forwarding extending an apology to the customer from the owner, and expressing regret for the direction and tone of their last conversation.  A new payment information form was also included along with a prepaid UPS return envelope to ensure the document would not be lost again in the mail.  To date the form has still not yet been returned to the center.
The customer has however received an additional forwarding since this occurrence, and will continue to receive service without interruption until billing information is needed.  Services understandably cannot continue without payment and/or billing authorization being received.  
It is important to note, should the customer elect to receive services elsewhere, the United States Postal Service will not complete an individualized change-of-address forwarding leaving our location [as we are a Commercial Mail Receiving Agent (CMRA)].  The customer would in fact still need to coordinate forwarding services with our location and subject to applicable fees.