U P S Store #1477

Review: Dear Sir or Madam,I file a complaint for UPS service. On December 20, 2013, I drove to a UPS store in downtown Bellevue WA [redacted] Bellevue, WA, (XXX) XXX-XXXX) to drop off a package. The package was a return item to [redacted] I went into the store around 10 AM and was greeted by the UPS customer service representative. I handed him my package and asked if there was anything else I should do because it was a pre-paid label, meaning that the receiver will pay for the shipping cost. After a few weeks, I did not hear from the receiver that is [redacted] decided to call [redacted] on January 2nd to follow up on the returned order, hence asking for my refund of $99.99. However, [redacted] informed me that they did not receive any package from me. They advised me to call the UPS store and asked them about the package. [redacted] gave me the tracking number for the prepaid label (1Z8819RXXXXXXXXXXX)I did call the UPS store, but the UPS representative was not helpful, he did neither search for the package nor confirm that the package was in the store and shipped. Instead, he gave me a 1-800 number (X-XXX-XXX-XXXX) to UPS and checked the status of my package. I did call UPS line and waited for 25 minutes, before a representative picked up. After explaining what the situation was, she put me on hold for another 20 minutes. These results with no solution. On Sunday, Jan 5th 2014, I went to the same UPS store in Bellevue for the second time and inquired about this situation. They were not helpful, they did not even put an effort to find my package, and instead, they referred me to the same 1-800 number without feeling apologetic.On the next day (Monday, Jan 6th 2014), I called UPS 1-800 for the 3rd time, hoping to get this resolve. Unfortunately, I was waiting on the phone for about 30 minutes, and the representative said that they will start the investigation and put me on another hold for 20 minutes. Nothing has been resolved until now.I am vehemently disagreeing on how UPS treats their customers. We put trust in them with the packages, and knowing that the package is insured up to $100. They have been irresponsible with dealing with the customers. I have been trying so hard to find out about my package. The UPS store should have a surveillance camera at least to proof that I was in the store on that Dec 20, dropping off the package inside the store. At the end, I have to pay an item that I dont even have with me and lost $99.99.Therefore, I am asking Revdex.com to help with this matter and hopefully, UPS will improve their customer service and not taking advantage of their customers. Many thanks in advance for your help.Sincerely,[redacted]

Product_Or_Service: Send a package

Account_Number: 1Z8819RXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like a refund of $99.99 that is cost of the lost item.

Business

Response:

Initial Business Response /* (1000, 9, 2014/02/06) */

We have reached out to this customer, apologized for not being more courteous or more helpful. Our records show no indication we received the package. However, in the interest of good customer relations, we issued, and customer accepted, a credit for her to use for future purchases.

Final Consumer Response /* (2000, 11, 2014/02/10) */

(The consumer indicated he/she ACCEPTED the response from the business.)

The owner has been courteous and very kind. He resolved the issue promptly, and gave me the refund in terms of store credit. I really appreciate his professionalism and kindness.

Thank you.