UPS Store

Complaint: [redacted]
I am rejecting this response because:
First and foremost, the response from the merchant is very difficult to understand and is written in broken English, but I have done my best to read and understand the response in its entirety. I came to this merchant on 6/10/2016 to take a passport photo. A business that provides customers with passport photos is aware of the requirements and specifications that the photo must adhere to, that is why it is called a “passport photo” and not just any ordinary photo.
I paid the merchant $20.13 for a passport photo using a credit card and was provided with an underexposed photo that did not clearly identify my facial features. I expressed my concern to the employee that the quality of the photo was poor and that it would not be accepted by the State Department, but the employee insured me that the photo met the standards required by the State Department and that he has taken several passport photos in the past and he knows that the photo is acceptable.
I put my trust in this merchant and submitted my passport renewal application to the State Department via Priority Mail on 6/10/2016. Ten days later, on 6/20/2016, I received an email from the US State Department stating that my passport photo was unacceptable and that my application had been returned. I have attached the response from the US State Department as evidence for my case along with the underexposed passport photo. As you can see in the letter, it specifically states “The photograph you submitted cannot be used because your image appears either underexposed or overexposed and your facial features cannot be clearly identified.”
I returned to the merchant on that same day, 6/20/2016, and spoke with the store manager, Adnan A**. I told Mr. A** that I wanted my money back for the passport photo and showed him the email from the State Department. He said that if I wanted a refund that he would need the photo back. I explained to him that the photo was still in the possession of the US State Department and would be returned to me in approximately one week. He said he was unable to help me if I could not provide him with the photo.
When I received the passport photo back in the mail one week later, I returned to the merchant on 6/27/2016 and spoke again with Mr. Ali and explained to him that I have the photo and would like my refund. He then pulled a sign from underneath the cash register that read “payment of polaroid passport pictures is non-refundable. We are not professional photographers but we try our best to satisfy our customers.” This was the first time I had ever seen this sign, and it was not displayed in the store when I initially came in on 6/10/2016 or when I returned the first time on 6/20/2016. Mr. A** had to reach underneath the cash register to bring this sign out and show me. It seems like they hide their store policies underneath the cash register and only bring it out when there is an issue with a customer. The store policies are not posted anywhere in the store, nor posted on their website. Nevertheless, this policy does not apply to me as I was not given a polaroid passport photo. My passport photo was taken from a digital camera, then printed on photo paper, not a polaroid.
The merchant wrote in his response on page 2 that “the photo we gave her is perfectly fine.” If the photo was perfectly fine, then why was it returned to me and rejected by the US State Department? Mr. A** also explained to me that this was the first time this had ever happened and that all the passport photos his store had provided to other customers have always been acceptable. I would like to turn your attention to the following website: http://www.[redacted].com/biz/the-ups-store-silver-spring-2
This website is called [redacted] and is where customers go to review local businesses. The link provided above is the [redacted] website for the exact UPS store I went to for my passport photo. If you look through the customer comments, you can see that this has happened several times and several people have had their passport photo rejected and returned by the State Department, so this business has a reputation for providing faulty passport photos and poor customer service.
So at this point, I have in my possession the underexposed passport photos from the merchant along with the rejection letter from the US State Department as evidence for this case. I also have my credit card statement showing the charge of $20.13 from the UPS Store. If anything further is necessary or the originals of the photos are needed, please do not hesitate to contact me by phone at ###-###-#### or by email at [redacted].com
Thank you,
[redacted]
Regards,
Sylvia C

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My boxes WERE taped! So I was NOT offered the option to re-tape or to pay for taping and this I explained before. But it looks like they will keep claiming that they offered to tape my boxes for a fee so I will let this go because it is not worth my time anymore. I will however want it to be noted that this company HAS been in the practice of charging a bogus taping fee because this happened in MY case (and I also saw a similar complaint online from another customer's review of the business). Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In reply to complaint # [redacted]:To whom it may concern:Nothing else can be done for this customer. When shipping a package, customers can opt to declare a value for their package, it is not 'insurance'. When damage occurs, UPS requires the item and packaging be inspected for...

sufficiency. In this case the customer claims to have bubble wrapped the item but UPS found the packaging insufficient. When the customer requested we dispute the denial, we did so. UPS' insurance company still decided they would not honor the claim due to the poor packaging job the customer did on the TV.The customer did not purchase a 'TV Box' from us as there is no such thing for sale here. We do not pack TV's at The UPS Store because there is no sufficient way to package them and they are prone to damage; the customer chose to ship her TV in spite of that.Again, there is no 'insurance' that can be purchased for shipping items that can be damaged, the customer can only declare a value and then when damage occurs it is up to UPS' insurance company to honor or dishonor claims we submit based off of their criteria required. We are not owned by UPS' we are The UPS Store and do not have any control of UPS' policies and procedures.We have done everything we can for this customer to try and get her claim honored from our end but at this point there is nothing more we can do for her and will not be contacting her- especially since she has threatened us.Thank you,The UPS Store #5435[redacted]
[redacted]

Sewer issues are one of the biggest nightmares a homeowner faces. [redacted]i is the one to fix them. Had a major break in my 45 year old sewer line. It was still usable, but not for long. Rather than wait for a catastrophic failure, I made the decision to fix it now. Two choices: dig up the entire line or reline the pipe. After much research, I decided to reline the pipe. This is definitely the way to go. Would have cost more than $20,000 dig up and replace the entire line. [redacted] and company did the reline for less than half that price. (Do your homework. There was a big difference between companies.) [redacted] definitely knew his stuff. I had three other companies take a look and give me bids on the job. [redacted] was the ONLY one who correctly located the sewer line. (One company was 20 feet off – and their bid included “$100 for every additional foot” beyond their estimate.) Since this was a non-emergency problem, we were able to move the install date to accommodate bad weather. This meant the pipe was installed under conditions that supported the best outcome. [redacted] was all about doing it RIGHT; doing it fast just to get it over with was not an option. Highly recommend [redacted] and [redacted] for any sewer issues. Polite, courteous, professional. Great experience.

Complaint: [redacted]
I am rejecting this response because:
I never called anyone stupid in any way and never would do that. I have no idea where she got that information. I told one of the clerks that I was upset that every time I came in I was treated like we were asking for so much because we needed a receipt.  I was upset and sounded Angry because I was--This has been going on for 4 years--but I did not call any person anything.  I was too stunned when the man handed me the receipt and said to "have the day you deserve"--to even say anything.
I was upset about not getting a receipt and I also did call UPS's hotline number in front of them. That part is at least true. 
But the manager is the one who said "we are not UPS employees and we don't have to give you a receipt"--so I did reply that just because you are a franchisee does not mean you don't have to give me a receipt.
Yes my husband did come back in after the guy shoved the receipt at me and told me to "have the day I deserve".  He did ask why they would say something like that. THe 2 "elderly" people in the UPS store--would have no idea what was going on --they were not there most of the time. To ask them their opinion is irrelevant to gaining any insight into what was going on.  If it makes the staff feel better about the way they handled our situation--I guess that the 2 "elderly" clients served their purpose. 
At least we are admitting to being upset--which we should not have been--We should have just went back up and gotten our 9 packages and hauled them back down the stairs. But it was very snowy out and we believed we were at the right place. I should not have tried to force my business on them. I should have taken it to someone who wanted my business.   I know where to go now. 
I did also call the UPS stores complaint number--So the only thing I can figure is that saying I called someone stupid will get them out of being in trouble for treating me the way they did.  
There were 5 employees there that day also. There were 3 women below helping customers and 2 men above near where you drop off boxes.
There is obviously no point to continuing the discussion.  The manager on duty is getting the information and so the owner will go through life never knowing what is going on in their own business. This is obviously being kept from the Owner.   I have done what I can do. 
Regards,
[redacted]

Unfortunately, I am not able to comment on this complaint at this time. Sorry for any inconvenience.

Initial Business Response /* (1000, 5, 2015/11/23) */
there was no miscommunication. the incident that occur started with the employee of the customer coming last minute for a shipment. with his determination to make sure it went out that night I asked when it needed to be there by. he stated "as...

soon as possible", I proceeded to read off the option for next day as that would be the quickest we could get it there. he did not allow me to read any other options nor asked for a lower cost.I stated the shipment option 4 time before finalizing the transaction and stated the final price as well. when the customer and his employee came in the following morning the employee made it a point to say he didn't know what he was doing, however his boss stated the employee had come in and shipped ground with us before. that being the case when I specified the next day air shipment multiple times he should have realized the difference in price from the last time he shipped. I have all the receipts from the time of the transaction he signed and each time I state the shipment type and the date of arrival. I also have my two other employees who were present at the time of the shipment and heard both conversations between me and the employee and the customer. as I stated to the customer I did not choose his employees option for him. I read off what services we had for the quickest because that is what was asked. if that at any point seemed like to much money or to fast of a services he did not say so nor ask for other options.

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.
 Hello my name is [redacted] my complaint # is [redacted] is regarding the ups store by balboa charge me for a delivery a package that never was delivery after myself told to different people.But that happened 6 months after.
Regards,[redacted]

From: [redacted] ([redacted]) Sent: Friday, September 11, 2015 11:10 AMTo: '[redacted]@centurylink.net'Subject: FW: Revdex.com complaint about printing
 
Hi [redacted]-
We were contacted by the Revdex.com regarding a pricing concern for printing at The UPS Store. I’m very sorry you...

were not satisfied with the pricing. Please be aware the on-line offering and The UPS Store (in-store) printing are distinctly different services. We do apologize for any confusion caused.
 
We contacted the on-line service provider and reviewed the transaction details.  The UPS Sore is an independently owned and operated franchise. We are unable to provide any refund.
 
Kind Regards,
[redacted]
The UPS Store, Inc.
Customer Relations
858-[redacted]

Dear [redacted] I am complaining about the UPS store headquarters in San Diego customer service not letting me know about the status of my complaints with them in 2 months; they have customer service for all their UPS store locations all over the country, so you...

shouldn't need the addresses of the 2 stores.  The UPS store refers to their stores by store number.

Attached you will find the requested documents. Please do not hesitate to contact me should you need any additional paperwork. Thanks![redacted]
[redacted]
[redacted]

Sir, 12/9/2015We received your expression of concern regarding rude treatment and a packaging service provided to you on November 30 at our UPS Store.I’m sorry that you feel you were treated rudely. Our store relies heavily on our customer service. That is what most of this business...

is…customer service.  If it weren’t, we could not continue to stay in business as we have done so for almost 30 years.  Probably 90% of our business comes from repeat customers, which also solidifies the notion that we treat every first time customer as though they were one of our regulars.   All items that we professionally pack for shipment are done so in accordance with the packaging requirements designed by UPS to ensure that the contents of the shipment are delivered in the same condition as they were when shipped. To just “place it in a box” violates that principle and can result in the customer (you) the shipper (us) and the receiver being unhappy due to the contents being damaged from shipping forces.If you prefer to supply your own carton, add the proper packing and assembly this would be an alternate to having to purchase this service. A word of caution however, if you package your item the carton and packaging must meet the UPS standards or a subsequent damage claim for a customer packed shipment could be denied by UPS. These standards can be reviewed at the following link: https://www.ups.com/content/us/en/resources/ship/packaging/guidelines/how...⇄ refund will be provided because it truly appears that from your perspective the disputed charges seem unreasonable and not because of the threats and innuendo in your complaint. A check made payable to [redacted] for $ 7.85 will be available at The UPS store during normal business hours. Please bring an ID so that we can ensure proper delivery of this check.If you have any additional questions please contact our store at 619-670-1002.Regards,[redacted] and [redacted]Owners, The UPS Store 0299

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]

Hello. sans-serif;">This is in response to a letter I received against my business.1. The customer did not come back to my store a day later to close hermailbox, it was 3 weeks later - also, mailboxes are nonrefundable as itsaid on the receipt she was provided.  We have evidence of this false claimas I have the original signed and dated contract and an email I receivedfrom corporate 3 weeks later asking me to contact the customer to resolvethe issue.2. The customers mailbox was closed because of the property damage she wastrying to cause in our store at night.  All mailbox customers have 24 houraccess to check their mailbox.  Her box lock was changed *after* the thirdtime she was damaging personal property - everything was caught onsurveillance cameras and a police report was filled.Please let Ms. [redacted] know that if anymore false reviews are left onlinewe will take every legal action against her for defamation of character.  Surveillance footage is attached.As a business owner, what can we do to have false reviews about our storeremoved?  We have a police report, surveillance cameras and a signedcontract by her binding her to the terms.Thank you[redacted]
The UPS Store960 N. Tustin St.Orange, Ca 92867(714) [redacted]www.theupsstorelocal.com/5432

I am responding to the above referenced complaint. My apologies for the delay in response, however, your letter was directed to an incorrect The UPS Store location. It should have been mailed to The UPS Store 6075, [redacted], National Harbor, MD 20745.
First, and foremost, understand, that I DO NOT CONSENT to any part of this response being made public. Your requiring this is wholly inappropriate.
With regard to Mr. [redacted]'s shipment, [redacted], he asked for next day shipment to Ms. [redacted], Wilmington, NC 28401-3075. To avoid any misunderstandings, with any of our shipping transactions, we reduce all shipping arrangements to writing, for the customer's review and approval. Please note that Mr. [redacted] reviewed and signed (approved) our Parcel Shipping Order with an expected delivery date of Thursday, March 17, 2016, by the End of Day (EOD). Please, also note, that UPS is showing that his parcel was delivered to the exact terms he approved, in writing (March 17, 2016, at 6:39 PM). His shipping arrangement were fulfilled to his approved (written) specifications.
If you have any further questions, please let me know.
Regards,
Robert S. L[redacted]
President

Don't waste you time or money shipping with this location. They packaged and shipped my computer. It was delivered and the box was crushed. My customer refused delivery after seeing the damage to the box and it was returned. The ups store didn't apologize or offer any help. I asked for at least a refund on the packaging and shipping and they refused. I will never go back

I am responding again to the complaints of this customer. This customer was told to the best of our ability what the charges for packaging and shipping would be. He can try to spin this any way he would like, but we both know what happened. Once the items were packed and his shipping cost was given to him, if he did not want to ship it because of the price he didn't have to. All he had to say was no. Nobody told him he had to ship it. Just because he didn't like the price doesn't mean he can go ahead and have a service provided, and then demand a refund. No one in this store was being deceptive or misleading. Yes, I did have knowledge of the conversation he had with the first employee he spoke to, because she is my mother. 
I have been in business for 10 years, we give an estimate on all packaging, and shipping to the best of our ability. I would rather have someone tell me no before I pack their items than to wait until their items are packed and not happy with the price after the fact. 
We are not talking about the items not being packed properly, or that I sent them to the wrong place, or that I didn't send them at all. He got everything he paid for, he just decided he did not want to pay for it after the items had arrived at their destination.
Sincerely,
[redacted]  [redacted]
Manager/Owner

Complaint: [redacted]
I am rejecting this response because:I never called anyone stupid in any way and never would do that. I have no idea where she got that information. I told one of the clerks that I was upset that every time I came in I was treated like we were asking for so much because we needed a receipt.  I was upset and sounded Angry because I was--This has been going on for 4 years--but I did not call any person anything.  I was too stunned when the man handed me the receipt and said to "have the day you deserve"--to even say anything.I was upset about not getting a receipt and I also did call UPS's hotline number in front of them. That part is at least true. But the manager is the one who said "we are not UPS employees and we don't have to give you a receipt"--so I did reply that just because you are a franchisee does not mean you don't have to give me a receipt.Yes my husband did come back in after the guy shoved the receipt at me and told me to "have the day I deserve".  He did ask why they would say something like that. THe 2 "elderly" people in the UPS store--would have no idea what was going on --they were not there most of the time. To ask them their opinion is irrelevant to gaining any insight into what was going on.  If it makes the staff feel better about the way they handled our situation--I guess that the 2 "elderly" clients served their purpose. At least we are admitting to being upset--which we should not have been--We should have just went back up and gotten our 9 packages and hauled them back down the stairs. But it was very snowy out and we believed we were at the right place. I should not have tried to force my business on them. I should have taken it to someone who wanted my business.   I know where to go now. I did also call the UPS stores complaint number--So the only thing I can figure is that saying I called someone stupid will get them out of being in trouble for treating me the way they did.  There were 5 employees there that day also. There were 3 women below helping customers and 2 men above near where you drop off boxes.There is obviously no point to continuing the discussion.  The manager on duty is getting the information and so the owner will go through life never knowing what is going on in their own business. This is obviously being kept from the Owner.   I have done what I can do. 
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.
His response is not exactly true, they never started or looked into the investigation into my phone, I called the store after I was made aware that someone was answering my phone and reported it to an employee named Alex, he told me that there was nothing he could do and I had to wait to speak to Dana who didn't come in until Monday. I had my phone suspended from [redacted] after I heard the gentleman answering my phone to avoid any other charges that I was not responsible for. When speaking with Dana, she admitted that she did not know what to do, then told me that I should have left my phone on so they could hear for themselves that someone was answering my phone and instructed me to call corporate and report my findings because a tracer had already been started. Reporting my issue to corporate, they informed me that the investigation was already terminated and that the UPS store that I made the transaction with should provide me with the results of the "so-called" investigation that had been closed. Again, speaking to Dana, who claims that she knew nothing of the investigation being terminated, but let me know that she was instructed to wait until the time period had lapsed so she could start the claim for the $100 but she could not start it before then. That's when I got upset with her, because she already knew that the investigation had been terminated, she offered no apology, she did not offer any refund for the initial amount that I paid, and had no other feedback or follow up about what happened to my phone. It was not lost as she suggested the first time. Clearly, it was stolen by one their employees and their company wrote it off as stolen, when it was, by their employee!!! They are deflecting that it was their responsibility to get my phone to HTC which is what I paid for and that it was stolen while it was in their care!!! Why have a business that uses a tracking system for items that you ultimately lost track of??? I want them to take responsibility for my item and pay me for my phone, what I paid to ship and the one month service that they had my phone in their care. I can provide the [redacted] bill if needed.  
Regards,
[redacted]

Revdex.com:At this time, I have not been contacted by UPS Store regarding complaint ID [redacted].Sincerely,[redacted]