UPS Store

Revdex.com:
After numerous calls to [redacted], the Shipping Vendor and email to Revdex.com.  I finally connected with a [redacted] named [redacted] on July * who was EXTREMELY professional and helpful.  As a result of [redacted]'s assistance I was connected to a [redacted] working...

located at [redacted] named [redacted] who took over matters and provided me with the service I knew [redacted] was capable of providing and [redacted] worked diligently to ensure that my concerns were addressed which ultimately resulted in my receiving my merchandise today, July * at approximately 5:50pm.  [redacted] left me her personal cell number and stated she will follow up with me tomorrow to confirm its receipt.  Therefore in reference to complaint ID [redacted] the matter has been resolved.
Sincerely,
[redacted]

Mr [redacted] your contract clearly states that The tub,wall and ceiling material  is the only thing covered by the lifetime warranty  for mfg defects by BATH FITTER!  Connecticut Bathworks Corp charges $125.00 per hour for labor. If you would like us to remove and replace your tub are technician needs to evaluate the crack to determine if in fact it is a defect or neglect.  Thanks Todd N[redacted]

Refund has been processed and mailed out via mail on 9/*/2016 check #[redacted] with a refund of $6.00Thank You Calvin Y[redacted]Manager

From: [redacted]
font-family: arial, sans-serif;"><[redacted]>Date: Mon, Mar 23, 2015 at 6:43 PMSubject: Complaint ID 10507952To: "[redacted]" <[redacted]>Dear Ms [redacted],I am writing to inform you that my complaint with the UPS store in Olney, MD has been resolved. The owner Mr. L** issued me a check for the amount I was seeking.  He called me last week and told me that I could pick up the check over the weekend.I hope this is all you need from me. Thank you for your help in resolving this issue.[redacted]Sent from my [redacted]

Complaint: [redacted]I am rejecting this response because:I have reviewed the business’s response and I reject it. I am requesting reimbursement of the shipping charges of $126.95 plus the $300.00 additional declared value that I placed upon the vacuum as soon as possible. These are the reasons why I reject the business’s response. The item that I shipped, my vacuum cleaner, was damaged beyond repair in shipment; it was obviously dropped very hard, with a lot of force, on the handle. This was unsatisfactory service (for more details, please refer to all previous correspondence regarding this matter). In addition, I am requesting reopening and reevaluating my complaint based on recent information, on the grounds that The UPS Store Casper is committing consumer fraud and wrongfully denying broken shipment claims, as evidenced by the modus operandi of my disputed claim, as well as by numerous reports of similar fraudulent behavior by the merchant, The UPS Stores, which are located throughout the United States (these numerous reports may be accessed on the Internet). Please note, importantly, that the [redacted] letter of March 23, 2015 was addressed only to [redacted] at the UPS Store Casper (the shipper; [redacted] is the manager), not to me (the consignee; I’m not authorized to deal with [redacted]), so it is solely The UPS Store Casper’s responsibility to follow up with [redacted] to obtain my credit—but, The UPS Store Casper has done nothing to help me yet. There appears to be pervasive and obfuscative behavior (trying to shift blame for their unpopular deeds) on the part of The UPS Stores to shirk legitimate claims, such as mine, throughout our country. It seems that everyone is just running in circles trying to blame someone else (blame shifting; shirking responsibility), but I am the Customer—and I just need to have the $126.95 charges plus the $300 additional declared value credited. This is a case of consumer fraud and wrongful denial of broken shipment claim. Please note that on January 21, 2015 [redacted] at The UPS Store Casper gladly accepted my money, accepted my shipment exactly as it was packaged (custom packaged in The UPS Store box and packaging exactly as shipped by The UPS Store in [redacted], with additional newspaper, so we all know it was packaged exactly according to The UPS Store’s specifications), and accepted the additional value placed upon the shipment. At the point of shipment, [redacted] didn’t, nor did The UPS Store Casper, ever question and/or reject anything about my shipment. It was only upon delivery that The UPS Store Casper refused to work together cooperatively to serve me, the Customer, as in a cruel game, continually blaming the Customer—to the detriment of the Customer. In the eyes of the Customer, this is defective, extremely poor, un-quality service. It is probably also illegal, as evidenced by The UPS Store Casper committing consumer fraud and wrongfully denying my legitimate broken shipment claim. Again, I am requesting reimbursement of the shipping charges of $126.95 plus the $300.00 additional declared value that I placed upon the vacuum as soon as possible (the additional declared value was integral to the shipment; the insurance was included and paid for in the $126.95). If you have any questions or need any more information, please do not hesitate to contact me. Thank you.Regards,[redacted]

We understand [redacted]'s frustration, however, Mailbox Service Fee and Set-Up Fee are non-refundable items (NR) and that has been acknowledged by [redacted] when purchase was being made. Per the UPS Store Franchise guidelines, customer has to read and acknowledge the terms and conditions written on the PIN-pad, otherwise transaction won't continue. [redacted] had given his rigid confirmation to above-mentioned terms being NR and proceeded to check-out. Depending on the Date [redacted] had opened the mailbox with us, he could've gotten 3 or 1 month(s) free promotion in addition to a 12-month plan, in both cases, [redacted] is more than welcome to use his mailbox until the expiration date.We are very sorry to inform him that the refund can not be processed, and we hope he will remain our valuable customer. At this point this case will be deemed closed. For further communication, or if you would like to propose changes to The UPS Store Franchise rules, please contact The UPS Store Headquarters at ###-###-####.

I am rejecting this response because:
If I said I talked to the owner of the store, I may have been mistaken in thinking Ann was the owner.   I've only had communications with Ann regarding this matter.  I did EXACTLY what I was told to do by her to start having our wine shipments delivered to the store.  She gave me two options:  One option was to rent a mailbox for an annual fee and the other was to pay per wine shipment a charge of $5.00   She asked how many shipments per year and when they ship.  I told her about five a year in the spring and fall.  She suggested I try the $5.00 charge per shipment.  She took down my name and home phone number.  If she needed more personal information, i.e., address, e-mail, etc., she should have asked for it.  If I needed to be more specific with the labeling, I would have made sure that was done to specifics if I knew what they were.  I was told to put #500 on the labeling to reference I was not a  mailbox rental customer, I did that, along with our last name and the address of the UPS store as it was listed on the business card Ann handed me when we set up our verbal agreement.  I was NEVER advised to contact the UPS Store with an estimated shipment date.  Had I been so advised, I would have done so.  I would have never knowingly compromised the integrity of $1,000 worth of wine by having it shipped back and forth on a UPS truck up and down California.
The wine boxes were NOT damaged.  I contacted the shipper to inspect the boxes upon return and were in PERFECT condition, quote, "not a scratch on them."
Every single statement in this response is true and correct.
K[redacted]
March 29, 2016
Complaint: 11249178
I am rejecting this response because:
Regards,
K[redacted]

Dear UPS representative,
    Thank you kindly for offering a resolution to my complaint.  If it had been just $20 in taxes and customs fees, I would not have bothered to make this complaint, but I have put some research into this, and understand that UPS collects a fee that is double what the taxes are.  That is that aspect that is upsetting customers around the globe.  This article might be of interest to you:
http://business.financialpost.com/legal-post/ontario-judge-rules-against-ups-in-...⇄ />   I understand that this is a large company, and those of you working at the UPS branch in Bellingham have nothing to do with this policy, but at the same time have to deal with ornery customers who get upset about this.  While I can be understanding that your employee may have simply forgotten to mention the brokerage fee, all over the internet, people are telling the same story about not being informed about the fees, and the UPS company's reputation is being damaged.   I think it's a great idea to post a sign in your store so people are aware of these fees.  
I emailed my mom about a receipt for the brokerage fee, and this is what she told me:
No, I asked him for a receipt and he said, no, I didn't get a receipt; something, about it would show up on my bank account.
But, here's the interesting thing; it hasn't. 
I checked my accounts and that transaction has not been posted.  I wonder if he expected a cash payment at the door, and when that didn't happen, he didn't actually put it through and that's why he wouldn't give me a receipt?  or, your inquiries, etc. put stop to it.
I will still wait and check for it every day.
Bizarro!
   I would think the fee would have been processed by now (delivery was over a week ago), so it is possible that it didn't go through and if that is the case we won't need any reimbursement.  If you want to give me an email I can reach you at, I will let you know if that changes.  My email is [redacted]@hotmail.com.
              Thanks again for your time and willingness to work with me!
                           Have a nice evening.
                                          [redacted]
   
 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Customer package was returned via USPS due to an incorrect address, which was verified by the customer. Package was returned on [redacted]. Customer was called on [redacted] to inform her that her package was returned due to an incorrect address. This was an address that the customer provided and...

 no fault of the store. Customer picked up the package on [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I...

haven't received a refund in any amount. In the time I've waited for the hats and then refund, I have received a new card with the SAME 16 numbers, but with a different expiration date of 07/19. The refund will most likely get kicked back due to this change. Please correct and send again. 
Regards,
[redacted]

Dear [redacted],
We have spoken with [redacted] and apologized for her item being damaged. We have also explained to her that UPS had initially denied the claim and that we have requested a reversal of that denial. We also explained to her that the process takes a few weeks to be...

completed. We are committed to resolving this matter to the customer satisfaction and is truly sorry it is taking longer than normal. We will reach to her again and update her on our progress with UPS. In the interim we would like to offer her a 5% discount on her next transaction.
Respectfully,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/15) */
I am the manager. She came in and the transaction was a little over $100. She swiped the car and the charge was denied 3 times. She called a family member and her family member put money in it and she swiped the car again and it was denied. She...

showed me and there was a $96 charge showing but the charge from our store was a little over $100. The bank verified that there was a $96 charge but it was not applied to my account. My credit card company verified that the amount taken from her account was not applied to my account. Then, she brought up a package sent to CA & it was returned it to her house. I explained to her that when a package shipped from a UPS store and it is returned, it becomes back to the UPS store. I told her that if the package was returned to bring it in and we would ship it again and pay for it. I tracked the package she shipped and it was delivered to San Diego, CA in October. I am sorry she feels badly about our store. I did not mean to belittle her, I was just confused. It sounds like her bank may have charged her twice and she needs to dispute the charges. The only money from her that I received was the charge for a little over $100 for the services I provided. I did not receive the money for this transaction twice so there is no need for a refund.

Steve from UPS Corporate told [redacted] that his claim was fully approved and that all he was waiting for was his check but the claim center is asking for more information which the customer just provided me yesterday.  The claim was just given to [redacted] from [redacted]....

yesterday. I have provided all the necessary documents I have all the fax confirmation sheets as well as emails to show everything was done correctly on our end.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[While I would accept the offer by the business they made in the email, I have yet to receive any compensation. I was told that I would get a check within 10 days. As of day 16 I have not received a check. An email attempt was made to the email provided by the business to advise them that I had still not received the check. I have yet to have a response from them. ]
Regards,
[redacted]

I am sorry you feel that our company did not respond to your call in a timely matter, but if you recall we had a blizzard in the state of CT. And the governor had shut down the state! We then called you back a.s.a.p. left you a message and did not hear back from you for a couple of days. You had a...

contract with this company that states the lifetime warranty is for material only not labor. You had  three days to read your contract and if you did not agree with the terms of it you could of cancel it and would have received a full refund of your deposit. You also did not state to the service dept that you have a leak from your faucet. I will make an exception in this case and will come out at no charge to review your problem. But keep in mind that labor is not covered under the lifetime warranty only materials are. Regards, Todd Ni[redacted] V.P.

A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you very, very much for taking action on my behalf.  I do hope that it deters this type of questionable business practice in the future.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]Reimbursement for the insured damaged item and refund of packing and shipping charges are both acceptable.   Thank you.      Phone call explanations are not necessary or acceptable.   [When I call I'm put on hold for 6 minutes or get "the memory box is full" recording.]      A phone call confirming that my [redacted] account has been credited with the refund will be sufficient.   Thank you.     **  . Rebuttal Update 05/05/15:Thank you for taking my telephone call today.   To recap: 1.      I have not received one phone call from UPS in about five months.   When I call,  the young lady is very polite, very sweet,  then she puts me on hold and never comes back.   [That's happened more than once]. 2.      I had no room in my luggage and I needed the clothes in NY.   My choices were US postal service or UPS.   Seeing I was sending the lamps and shades via UPS  [so that they would be professionally packed]  I included the two bags of clothes.      It makes no sense that I would "take the items out because I did not like the price".       a}   We did not discuss price  [at the end they gave me the bill, I gave them my credit card - no discussion].     Why would I take back the clothes, box them up, take them to the Post Office, stand in line and pay separate postage??     b}  That is a totally false statement.   I deeply resent the implication.    I did not say that, we did not take the clothes back.      I left two bags of clothes with UPS and only one bag of clothes was in the box that was delivered to me.    [Why would I send one bag by UPS and one bag by USPS?] 3.        I will be in NM within the next week or so.   I will have only limited access to a computer and the phone does not have an answering machine.    I plan to call UPS and make an appt. to discuss this issue in person.    I will bring hard copies of the photographs that I sent to Mr. [redacted] via email.    I understood he forwarded them to UPS but Mr. [redacted] says not.   I apologize.      I would greatly appreciate  Revdex.comSW keeping this case open until all the issues are resolved and will try to keep in touch with you  by phone.     Thank you, most sincerely, for your assistance.      *.[redacted]

The matter has been resolved to my satisfaction. I hereby withdraw this complaint!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

December 22- [redacted] came into The UPS Store [redacted], to ship a package: containing 2 gift cards.UPS policy states that we caonot insure gift cards for their full value. Should gift cards be lost,what we dO is file a claim with ups for the shipping charge + the fee charged by the Store to havethe gift card cancelled/re-issued.
December 23- 7:46am- Per UPS- the street address is incorrect. This may delay delivecy. We'reattempting to update the address. The address has been conected. The Delivery has beenrescheduled. 
December 23- 1:43am- Per UPS-Delivered to [redacted] St. [redacted], CA [redacted]
This package was mis-delivered by UPS. [redacted] called The UPS Store Headquarters. to ask whathappened since the recipient said that the box had not been delivered.
We have been working with [redacted] through this whole process. After she eXplaine~ the situation,we contacted UPS and they told us that they had gone to [redacted] St. [redacted], CA[redacted] to tetrieve the address, and had jt in their possession. They said that they would re-~liverthe following day.
After a few days, we called to make suxe that the package had been ro-delivercd only to be toldby UPS corporate that the package had never been retrieved, an~ that the peciple at tho 1209address claimed to have never received the package either. At this point it was too late to try tocancel the gift cards, and so We opened a claim to try to get money back for Linda.
We called [redacted] and explained the situation, and although gift cards cannot be insured since wecannot prove that they are in fact valued at what the shipper claimed to be, we will work to getthem money to have the cards cancelled/re-issued. We also called UPS to begin the claimprocess.
We have been working with [redacted] to resolve this situatioil, she said that she was going to file acomplaint against UPS Corporate and then we go this complaint.
We fought and fought, and got [redacted] a check for $109.93 and are still fighting with corporate totry to get more money since :the box was in fact lost by the driver who mis-delivered it.
Should you have any more questions or concerns about this complaint, please feel free to call[redacted], Store Manager at [redacted].Thank you,[redacted]Office Manager