UPS Store #2049

Initial Business Response /* (1000, 5, 2015/12/29) */
Contact Name and Title: Matt ***, Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@theupsstore.com
We would like to apologize for your experience as we strive to offer first class customer service to all of our patronsThat
being said if we had been told at the beginning of the transaction all of the information submitted in your complaint, especially that your daughter's print order had been sent through the national online portal to another UPS Store location, this situation could have been avoidedAs it was with the limited information provided by you we offered the solution our customers use to send us documents directly rather than using the national online print portalThis procedure consists of simply forwarding your documents via email directly to our store, no confirmation is givenWe cannot explain why her email would not work, but we had been receiving email all day and one of our associates tested our email system while you were waiting to double check it was functioning
When the customer chooses the UPS Store national portal there is a delay on its submission and a time of 12-hours before the job to be 'accepted, processed, completed and eventually ready for pickup.' These orders are only visible to the UPS Store the customer selected as a pickup locationOnce your daughter resubmitted a print job to our store we processed and completed it immediately rather than waiting the next business afternoon specified when she placed the second order
We cannot offer you a refund as we provided the service and completed work order submitted to us via your verified online order.Please see below that we confirmed with national that your original order sent to the Portage store was not billed
OFFER:
After checking with the National print portal we were able to verify there was no charge issued to your MasterCard for the order sent to the Portage location but not picked up
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This explantion you give in response to the Revdex.com complaint is understandbleIf it could have happened in the store I am guessing there would have been no confusion on my end or need to file a Revdex.comI don't think $cents makes a differenceHowever, retraining that staff member on providing the experience you speak of would make a difference for customers who will end up experiencing the rude behavior of one your staff membersThis staff member wearing glasses and younger was in no way trying to be helpful despite the fact that I had been polite to your staffI also am aware that your staff were busyHowever, instead of explaining that it wasnt possible handle a print order that had previously been sent to another store your staff member who was younger and wore glasses said, "What does this have to do with our store?" and "We don't do online print orders." There was no mistake that one of your staff members was irritated that I was confused about how to get this package shippedThe older male staff member was helpful and I am gratefulHis help on that day is really what helped me get this package shippedIf you strive to provide a excellent customer experience and be a positive representative of UPS then I suggest you train your staff to provide that experience for ANY customer who isn't being belligerent or rude to management and staff

Initial Business Response /* (1000, 5, 2015/12/29) */
Contact Name and Title: Matt [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@theupsstore.com
We would like to apologize for your experience as we strive to offer first class customer service to all of our patrons. That...

being said if we had been told at the beginning of the transaction all of the information submitted in your complaint, especially that your daughter's print order had been sent through the national online portal to another UPS Store location, this situation could have been avoided. As it was with the limited information provided by you we offered the solution our customers use to send us documents directly rather than using the national online print portal. This procedure consists of simply forwarding your documents via email directly to our store, no confirmation is given. We cannot explain why her email would not work, but we had been receiving email all day and one of our associates tested our email system while you were waiting to double check it was functioning.
When the customer chooses the UPS Store national portal there is a delay on its submission and a time of 12-24 hours before the job to be 'accepted, processed, completed and eventually ready for pickup.' These orders are only visible to the UPS Store the customer selected as a pickup location. Once your daughter resubmitted a print job to our store we processed and completed it immediately rather than waiting the next business afternoon specified when she placed the second order.
We cannot offer you a refund as we provided the service and completed work order submitted to us via your verified online order.Please see below that we confirmed with national that your original order sent to the Portage store was not billed.

OFFER:
After checking with the National print portal we were able to verify there was no charge issued to your MasterCard for the order sent to the Portage location but not picked up.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This explantion you give in response to the Revdex.com complaint is understandble. If it could have happened in the store I am guessing there would have been no confusion on my end or need to file a Revdex.com. I don't think $3.40 cents makes a difference. However, retraining that staff member on providing the experience you speak of would make a difference for customers who will end up experiencing the rude behavior of one your staff members. This staff member wearing glasses and younger was in no way trying to be helpful despite the fact that I had been polite to your staff. I also am aware that your staff were busy. However, instead of explaining that it wasnt possible handle a print order that had previously been sent to another store your staff member who was younger and wore glasses said, "What does this have to do with our store?" and "We don't do online print orders." There was no mistake that one of your staff members was irritated that I was confused about how to get this package shipped. The older male staff member was helpful and I am grateful. His help on that day is really what helped me get this package shipped. If you strive to provide a excellent customer experience and be a positive representative of UPS then I suggest you train your staff to provide that experience for ANY customer who isn't being belligerent or rude to management and staff.