UPS Store

Customer refunded

This was a new run of coupons that just came out that had an error. see printers acknowgement attached.I will be glad to refund the difference on her 31lb package to be @ 59cents a pound. giving her a 21.56 cent refund. The sign ios now posted
due to her bringing this to my employees...

attention

UPS Store9710 Traville Gateway Drive Rockville, MD 20850 January 27, 2017 Re; D [redacted]Dear [redacted]:Thank you for your letter alerting us to the complaint referenced above. We wanted to let you know that we have contacted the customer and issued her a full refund. At UPS store 4457, we pride...

ourselves in providing excellent customer service in a timely manner.Please let us know if you need additional information.Sincerely,Angel J[redacted]Lead associate

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,

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]

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

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:
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]

[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]

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.

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]

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

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.

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

Customers order will be fulfilled in next two weeks

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

Customer has been refunded

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]

Thank you for the opportunity to respond to the consumer complaint referenced above.As a registered agent of the US Postal Service, our company provides private mailbox rentals for both personal and professional use. We offer mailbox rentals for 3, 6 or 12 months. (Current brochure and contract...

enclosed) This service requires prepayment of the term and our contract clearly states that these monies are non-refundable (item 5 of the Mailbox Service Agreement). Our POS system includes a prompt which requires our associates to verbal reiterate this point prior to accepting payment from the customer.[redacted] acknowledged the terms and signed the contract on August 10, 2016. The next week she called to inform us that she was moving from the area and requested a refund. She was reminded that her the purchase was nonrefundable but we did offer to reduce her term to the minimum 3 months and refund the difference in pricing. [redacted] responded via email that this was not acceptable. She subsequently called our store to receive a bigger refund amount. When informed her we could not offer more, she threatened to spread negative reviews of our store unless we provided a greater refund.[redacted] indicated "Yes" to [redacted] that she was "informed of the merchant's refund policy at the point of interaction."We had started receiving mail for her mailbox a few days before she asked for a refund. Our experience has been that once mail has been redirected by the US Postal Service to our store, it cannot be stopped for up to 120 days. After [redacted] discovered that the US Postal service could not make a change to mail forwarding, she contacted our store to ask us to forward her mail that was sent to her private mailbox at our store. The address she requested us to forward the mail is the US Post Office in the town of Haymarket, which is the same town as our store, which is odd since she said she was moving from the area in her initial request for cancellation.Please let me know if you have further questions about this transaction.

[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]