UPS Store

I just went to the UPS store in Olney to get some documents shredded. I have done this twice before, and each t**e the person who helped me placed my papers in a locked bin while I was there. Today, after I paid, the salesperson took my bags (3) of paper and placed them behind the counter.
The store was busy, so I stepped outside for a few minutes, and when I came into the store, the manager/owner, John L**, asked what I was waiting for. I told h** I wanted the container bags in which I brought my documents so that I could use them again. So, he dumped my papers in a store container (several pieces fell on the floor) and left them there. I told h** that I wanted to see the documents placed in a secure bin. He told me, loudly, that no one was going to look at or steal my information! “I’m too busy now, and you can either put your papers in the bin yourself or you can take them home! I’ll give you your money back.!”
I was shocked at John L**’s outburst! I don’t care how busy he was, I didn’t deserve to be treated so poorly. (Reading the reviews, I see from other comments that it is not so unusual for Mr. L** and his employees to treat consumers rudely.)
The very purpose of taking my financial documents to be shredded is to feel confident that, in this technological age, no one can steal my personal information. Mr. L** needs to be reminded that shredding is a service that targets identity theft and should not be handled carelessly. I should have been told at the outset that they were too busy to take care of my request in a t**ely manner, and I could either leave my documents or come back at another t**e.
I packed up my documents and took them to FedEx where the price was the same and the service exemplary!

Customer refunded

I have discussed the situation with the sales associate who helped [redacted]. He is positive he related the issues surrounding customer packed high value shipments properly as we are necessary information to customers. Despite my personal wishes, we will be unable to meet [redacted]s claim, as...

UPS policy appropriates liability to whichever party packed the shipment in question. As The UPS Store is a third party and not directly affiliated with UPS, once the package leaves our store we have no control over the handling of the package. Also in the attached information is a copy of the form that was filled out for the shipment which was signed by the sender who appears to be a **. [redacted] not **. [redacted]. On the front of the form number 3 states We do not transport your parcels. We assume no liability for the delivery of the parcels accepted for shipment or for loss or damage by any cause to the parcels or their contents while in transit. On the back of the form number 6 states that We are trained in packaging parcels and You acknowledge that packaging standards to withstand shock, vibration and compression have been explained by US. Our responsibility for damage to items caused by improper pI have discussed the situation with the sales associate who helped [redacted]. He is positive he related the issues surrounding customer packed high value shipments properly as we are acking by Us is limited by the Declared Value Terms and Conditions listed on this PSO. Items packed by You are covered for loss but may not be covered for damage. Number 7 states that If You or the consignee has a claim against the carrier or declared value (coverage) provider for loss or damage to Your parcel, You agree to make the claim through the location that shipped the parcel. You expressly agree that we have no liability if any claim is denied or paid only in part by the carrier or other declared value provider. Once UPS has denied the claim there really is nothing we can do as it is out of our hands.Sincerely,

Tell us why here... I need the serial number or Mim number on the phone as UPS has a number of Phones lock in sercutity in the  Kearney Mesa Hub. The More information we can get will help find this phone. Thank you [redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding The UPS Store #5341 has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

I'm sorry you feel that way, We did not forget anything regarding you warranty it is clearly spelled out on the back of your contract. As I stated in my first response you had three day's to read it and accept it or reject it. We stand by our product and warranty and deliver top notch customer service.

A refund check has been sent for the amount this lady paid for shipping and packaging.  We have received no information from her regarding the fair market value of the lost item.
[redacted]
Franchisee

[To assist us in bringing...

this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
He is lying. He did not point out to us any information about shipping dates, I asked him multiple times to send it on Saturday because the tenant needed to move in on Sunday. Why would I want the lease to be delivered on Tuesday if the person needed to move in on Sunday?! That makes absolutely no rational sense, and this "business owner" is making me out to seem crazy. I was there with my daughter, and we both know that he assured us the package would be delivered Saturday morning. The reciept he gave us is accurate, but once again, because we told him that we needed it delivered by saturday, we did not refer to any info on it because we never even thought he would send the package for Tuesday when we specifically MULTIPLE times informed this man that it is CRUCIAL a for the package to arrive the next day (Saturday). We have emails exchanging with the apartment complex specifying dates needed for the lease that we can provide if needed because once again, if this man was telling the truth, we have no reason to pursue this claim, the only reason we are doing so is because it caused so many problems for us, including not having a place to stay and needing a hotel because he sent the lease for a later date than we requested and also his attitude and behavior when we called him to inform him of his mistake, he was very rude and called us names, yelled and hung up the phone. That is the most unprofessional person I have ever met to treat customers like that, especially when he is supposed to be representing a larger brand.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[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.They stated that they would refund the 31.00 as well for the cancelled cashiers check, I submitted the information from my bank that stated per there policy that they could not issue any documentation providing an amount in which they could not  charge until the cashiers check could  cancelled and reissued. I stated this to UPS an they advised that they have 30 days in which to process the claim and they can not go back and reissue in addition to. There for they stated that they will not be responsible for the reimbursement of the 31.00 to cancel the cashiers check. In addition I will provide documintaion of the late fees that I am accruing from 3/15 to 06/01 for my mortage payment not being paid due to package being lost. Also, I was never told or given the option to insure my package, when I asked. I am not sure why UPS is stating that I " only" inured my package for $100.
Regards,
[redacted]

As
stated previously, the customers box was not taped. She was given the option to
tape the box herself and return and she will not have too pay anything. She
decided to let us tape the box for her for a fee of $2

Initial Business Response /* (1000, 5, 2015/05/21) */
Dear Revdex.com all we were trying to do was get this mail box holder to pay on her mail box. We go threw this every time she needs to renew.She files complaints to are corprate,and its real easy, pay your rent on your mail box. She cancels her credit...

cards before we can charge them, she say she does not trust us, thats just like calling us comon theifs. We dont need this type of relationship with a mail box holder.It was very simple we need you to pay on your mailbox, and its just a battle with her. She did not renew on her mail box, theres a 15 day late policy, we sent her an email to pay her mailbox. She rather file a complaint Then just pay her rent.So we are not re-opening the mailbox just to keep going threw this again just to get her to pay her rent. Every three monthes
Initial Consumer Rebuttal /* (3000, 7, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Excuse me? I DO NOT have a mailbox at a UPS location. The above incident took place at my HOME.
This response further demonstrates how unorganized this company is and how many complaints they must receive. It is appalling to see how reckless they are with client information.
Final Consumer Response /* (2000, 11, 2015/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please send me the information to forward this complaint on to the bigger entity that is UPS. Also, you should have someone proof your responses for accuracy and grammar.
Final Business Response /* (4000, 9, 2015/05/26) */
Dear Revdex.com we responded to the wrong email sorry. as fro the complaint this customer has its with UPS we as a franchise dont pick up packages thank you

While we understand the loss by the sender and recipient. It is standard policy for UPS, that when [redacted] called UPS Customer Service to report the damage to her items,the UPS Customer Service rep. after collecting information to identify the shipment, did inform [redacted] of the requirements and process for the damage claim. The Customer Service rep, is prompted by her computer system to inform the customer of the necessity to keep the packaging material and the inspection of the packaging and the damaged shipment item by UPS Claims Inspection Dept.within the next business day. This process is also stated on the UPS.COM Damage Claims webpage.[redacted] was unable to provide the packaging material for UPS INSPECTION, it is the reason this claim was denied by UPS. THE UPS STORE has no jurisdiction over the package once it leaves the store, all claims are determined solely by UPS.

Customers order will be fulfilled in next two weeks

I acknowledge that I did speak to Ms. V[redacted] as well
as another lady with a heavy accent. When I went in to the store to pay the
second $30 to retain the package, I was not happy and I did tell them that they
had a nice racket going on. I did not get loud, I did not call her out of her
name, I did not curse, nor did I make any threats. I was not rude or abusive to her as she
claimed. At no time did she (Ms. V[redacted]) nor any other employee offer a refund.
In fact, they were quite clear that they would not give me a refund. .I was
told that the second charge was a reimbursement because she claimed they had to
pay UPS for the return of the package. Additionally, I was told by Ms. V[redacted]
that I would have to pay a third amount of $30 to get the package resent by
them I would not be pursuing this issue if they had made some attempt to do the
right thing?
On 3/22/2015, I contacted Liz at UPS customer service
and she said that the package was signed for at the [redacted] Air Force Base by
an employee named David (no last name provided) on 10/30/2015. As of completion
of the signature by David, the transaction between me and UPS was terminated. Neither
UPS nor the UPS Store should have been able to determine the disposition
of the package without my authorization. Clearly, I was the sole owner of
this package and should have been the only one to determine the disposition of the
package. There was no
Contractual agreement that legally allowed neither UPS
nor the UPS store to have possession of my package. Therefore, even if I
checked the tracking system the first week of November 2015, it would have
shown that the package was successfully delivered. I would not have had any
reason to suspect that the package would be returned on 12/9/2015 because the
only record of delivery available to me showed that the package was delivered
in a timely fashion. Ms. V[redacted] argued that I had 14 days to dispute the
shipment; however, I was not notified of the delivery problem until over a
month later.
Two UPS customer service representatives were the first
people to alert me that there was a longstanding problem with deliveries to
military bases. So I contacted the supervisor of the mail area who not only
confirmed what the customer services representatives said, but provided a
logical explanation of what likely happened. He explained that only packages allowed
to be dropped off in the mail distribution area were those delivered by the
United States Postal Service. He further explained that UPS delivery people
could come on the base, but could not come to the mail distribution area. Since
the full name of the person who signed for the package is not known, there is
no way to know if the package made it to the distribution area.
On the day that I initially took the package to the
UPS Store I asked the clerk if they delivered to military bases and she said
”yes” and she saw no problem because they send packages to military bases all
the time. This definitive statement indicated to me that she knew what she was
talking about, so I saw no reason to verify her statement as factual. If she
had said that she was not sure, I would have gone to the Post Office. If it
were not for the dissemination of this erroneous information, I would have
mailed the package at the Post Office.
I would have been willing to accept half of the
amount; however, since Ms. V[redacted] has resorted to lying, I want the entire
amount of just under $60.
Regards,
Linda Jones

Customer has been refunded

Order has been refunded in full

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This letter do not explain why I did not get payed for my loss. This letter states I missed spell the name of the company.  I had insurance on my package. If you go line per line on my receipt them will find that I had insurance.Regards,
[redacted]

Initial Business Response /* (1000, 8, 2016/03/09) */
Contact Name and Title: [redacted] VP & General
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@riversidetrailer.com
The [redacted] purchased their trailer directly from a campground that also sells travel trailers. We were first informed of...

an issue with their trailer in September by the campground. The service technician had been in the trailer and had already worked on the leak issues. I was informed by the campground that the [redacted] were upset about the issues so I called and spoke with Mrs. [redacted] in September and assured her that we would stand behind our product. I told her that after their camping was finished for the season we would pick it up and bring it back to the factory and go thru it completely to make sure all of their issues were taken care of.
In the normal course of operations, we require the retail customer to return their trailer to their selling dealer and then we pick the trailer up once in the dealers possession. Because the dealer is at the campground I informed Mrs. [redacted] that they need to have the trailer closed up, disconnected from their water, electricity and sewer, and have all of their personal belongings that could be damaged in transit removed. She was instructed to leave a detailed list of any issues that they wanted us to address in the trailer so we could take care of them. On October 8 we travelled the 110 miles from [redacted] to get their trailer. Upon arriving at the campground, we proceeded with the campground technician to the [redacted] trailer. The trailer was still completely hooked up to the utilities, the slides were still out, and their was a fence around part of the trailer. Since we had already come this far, we thought maybe they had put everything away and had the inside ready to go so we entered the trailer to disconnect it and put in the slides. It was not ready for transit at all. As we were in the trailer, the technician pointed out where he had fixed the water leak he found. We looked for more water damage and saw that the front window could be leaking during rain so we caulked the window. Because we could not bring the trailer back to the factory, we then left.
After this, A representative from the campground called the [redacted] and told them that we had been there to get the trailer and it was not ready and that specifically there was no list of items.
My next correspondence was an email dated 10/27 at 2:36PM where Mrs. [redacted] said she heard that the campground was selling refurbished Riverside trailers. I replied that that was not true and that every trailer ordered by the campground was manufactured new for them. I then asked again for a detailed list of her issues. I also then called her to let her know that we had been to the campground and that we had seen her trailer . I told her that it looked like the campground technician had indeed fixed the plumbing leak issues as we could find no evidence of any water anywhere. She became quite indignant with me and became uncooperative. At 4:42 Mrs. [redacted] replied back telling me that we are not to enter her trailer without one of them present. At the bottom of the email she listed item she wanted us to address.
At this point I forwarded her email to the campground and told them that we would pick up the trailer when it was ready for transit as described above. It was later in November when the trailer was ready. by then Winter was setting in and it became increasing difficult to arrange a safe day to pick up their trailer. Never once did anyone at Riverside infer that we would not pick up the trailer and go through it completely. In fact the campground can testify to this. The trailer was picked up from the campground in February and we are in fact making the sure the trailer is not leaking and there is no residual damage. The trailer will be returned to the campground before it opens for the 2016 camping season.
There are a few unusual circumstances regarding this instance. the primary one is that the dealer is also the campground. Our normal warranty procedure ( and the normal warranty procedure of every RV manufacturer) is to have the trailer returned to the dealer for any service. Just as a car owner must take their car back to the dealer for warranty or service. In this case the campground is the dealer so there was no obligation on the customer to return it. Had it been a regular selling dealer the trailer would have been returned to the dealership with the list of items to be fixed, and then we would have had it picked up, returned to the factory, and then delivered back to the dealer. Because the issues were fixed by the campground (dealer), this could have been the end of our warranty involvement. It is because we want our customers to be happy that we brought back the trailer to make sure it is in the best possible shape.
OFFER:
We are currently going over the [redacted] trailer here at the factory and it will be returned to the campground in time for the 2016 camping season.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lets start with Paragraph 1 and 2: We were informed to have the camper closed up and items packed so it could be taken back to the factory. This was to be done at end of the season - that is true. But the first time in our camper, without permission, was September. That is NOT end of the camping season. So the camper was unprepared. Riverside nor the camp ground called to inform us anyone was coming for the camper. Again no communication to their customer.
Paragraph 3- NO ONE from Riverside nor the camp ground called us to inform us of anything
Paragraph 4: I called [redacted] to request his email address, which he was suppose to text me, but didn't. During that conversation is when I found out for the first time Riverside had been in the camper. I was not a happy camper. I then sent an email asking about their campers being refurbished. He responded. I then sent my second email regarding them entering the camper without permission, my husband does NOT work, and everyone was aware he could be there within 10 mins. Since the email I sent in 10/27/2015 I have heard from NO ONE regarding this camper. On March 9, 2016 my husband went to pay the water bill at the camp site to find out our camp was GONE. After reading Riversides response to the Revdex.com, this camper has actually been gone since February. Who gave Riverside or Glazier Hills permission to enter this camper, let alone take it off the camp site? Riverside claims they want to take care of their customers. wouldn't that start with communication. Due to the 'unique' partnership they have with Glazier Hills camp ground both sides keep pointing to the other side. Glazier Hills isn't going to fix the camper anymore because they don't know what'ds wrong. Riverside is unaware there is a problem. Yet both parties knew no one was to enter that camper with my husband or my self was aware,and yet Riverside has it? How is this customer service? How is this taking care of the customer? Lets go with the car analog..if I had a problem with a dealership I would call the car manufacture who would work with the dealership to fix the problem. All we have are two parties blame each other and no one did anything until a complaint was filed with the Revdex.com. What's interesting is how the owners of Glazier Hills are also saying they are having problems with the Riverside campers. Again, one just pointing the finger at the other. No one is accepting responsibility for the problems people are having with their Riverside campers. Riverside says they want to make their customers happy but to do that you need to TALK to the customer and whether they believe it or not, WE are the customer. This is not the way a company who wants to make customers happy behave. I honestly do not want to ever deal with Riverside again. They made the camper, in the end, the workmanship comes back to them. (or lack of workmanship)
Final Business Response /* (4000, 15, 2016/03/31) */
As of today, the [redacted] trailer has been completely gone over at the factory and all of their warranty issues have been taken care of.
The trailer is being returned to Glacier Hills Campground.
At this point we have done everything we said we would do for this customer.
Final Consumer Response /* (4200, 18, 2016/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This one of the most unprofessional, unethical companies I have ever dealt with. I accept their answer because they are not going to do the right thing, it is not how they do business, it is not the kind of company they are. Its okay, customers tell 8-10 other people when they get bad service from a company. I have no problem sharing my experience with everyone I know or anyone who will be willing to listen.

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'm rejecting Ms. W[redacted]'s statement.  She states that I was upset upon arrival about sending my camera back to Olympus. Which is wrong I purchased the camera at [redacted] at 3:09 pm. on  December 21 as a birthday gift to myself. She also stated that I had to put the camera in a bubble wrap envelop, I don't recall that since my camera was already packaged in a small box.  I have been in contact with Olympus and spoken to [redacted] about my camera since last fall she has provided me with the necessary information on how much the repairs would be and gave me the website on how to package my camera for shipping and  once I  had my camera ready to go I had to make a payment through paypal  so Olympus would know my camera was coming. I can provide those emails and my paypal receipt if necessary. My camera was packaged in a small box she said I purchased bubble wrap mailer I don't recall doing so since my camera was already secure in the small box. I would like to see a video footage of that. Yes I asked my sales person to ship my package the cheapest through UPS, because under the terms for Olympus that is what they require. The sales person never mention the price I was paying was the price for the Wannamaker Post Office. He mention one price after I said I needed my camera shipped here at  UPS he never offered any alternatives or that they UPS works with the Wannamaker Post Office.  Karen did apologize and she said that she would speak to the person who shipped my package (Small Box) off as a First Class Letter.  she also mention that this would be a training exercise for the future. She also asked me to wait a few week because her parents shipped her something through the mail and it took about 3 weeks.. She gave me the number to the  Post Office in Wannamaker to see if  they had my small box or knew what  happen to my small box. The Post Office told me no and they had no way of tracking the box. I called Karen back, she said she could only give me my $8.00 back but she never said when I could have my $8.00 back, she never mention a date and she has never called me about the $8.00 and she has never followed up on trying to locate my box that she admitted to me that was shipped wrong. I haven't heard from her or anyone from ups I can have phone records from Verizon wireless to prove that. Olympus has never received my camera I do not know what happen to it.  I don't know if my small box even made it to the post office. The salesman never mentioned insurance he gave me the impression that my precious camera would be safe based on what I had purchased.  I was under the impression that I was shipping my box through ups and it would have tracking because that's what I'm paying for. I also looked at my receipt and there were several numbers on the receipt that I thought were tracking numbers so I didn't think I need to buy extra. My camera was secure snug in a box, if alternative or suggested sales would have been mention or  provided to me then yes I would have paid more. I purchased that camera in 2011 and  I used the camera a lot and I knew exactly what was wrong with my camera and I knew that Olympus could only fix it. I have never had any ill feeling towards Olympus, they have always been very helpful and understanding. There contact number is 888-553-4448, I miss my camera a lot  and I took the necessary precaution that were provided through Olympus to make sure it wouldn't be damaged.    Regards, [redacted]
Regards,
[redacted]