UPS Store

[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:
[redacted] is incorrect in his assessment that my concern was regarding whether my packaging was adequate.  My concern was with the flippant and confrontational attitude that his staff displayed.  It is unprofessional for a staff member at a shipping company to insist on charging me more to repackage an item, and when I decline – both because I disagree with the alleged inadequacy of the packaging and because I do not want to pay extra charges - accuse me of trying to ship something illegal. (this was said not about the liquor box.)  I am a trained mediator and tried many avenues to deescalate the situation, but the staff member was unrelentingly aggressive with me.  Even my attempts to resolve his concerns by shipping with no insurance were thwarted when he insisted he would repack some of the boxes after I left, which was clearly something I could not consent to given his hostility during the thirty minutes I had been in the store. 
I am declining his response because I find it to be similarly lacking in professional courtesy and humility.  Rather than acknowledging that his staff did not handle the situation well, and rather than apologizing as I had requested, he has simply attempted to blame me and suggest that it was my lack of competence at issue.  For the record, the boxes arrived in California intact and contents undamaged via USPS.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] the crab was thawed out and spoiled! I want the value of the crab since it was not kept cold and was not  edible ! I don't understand how you get that the value of the box was worthless because it was thawed out! I signed the value of the box, when I brought it to you it was frozen! You kept it frozen till it got to Miami and the crab was delivered very late and thawed out! I paid the have it delivered next day frozen not late in the day thawed out and spoiled!

The UPS Store is a franchise, not UPS corporate.  The franchise does not make deliveries, pickups, or have trucks at the site.  For packages being refused by customers, all the franchise can do, as a courtesy to the customer is accept the package, write "return to sender" and hand it to...

the UPS driver.  Once the package leaves the store it is in UPS's hands and out of the control of the franchise.  If there ever is an issue, we always contact UPS directly just like the customer did.  It seems this complaint should be directed at [redacted] for losing the phone/not providing a return label and [redacted] at UPS for not responding back to the customer; not the UPS Store for providing a courtesy for returning packages to the original sender.

Thank you for your continued communication with us during this process. As we explained to you several times, your package was held up in the Dominican customs for several months.  As you were made aware of through the process, we contacted UPS international customs on several occasions trying...

to get your package released; and worked with UPS International throughout this whole process to provide the proper forms from the recipient in order to get your package released.  You were given the option on several occasions to abandon your package and receive your money back, however you choose to pursue the delivery of the package upon the release from customs.  Although we were working directly with both you and UPS International and Customs, we were not in control of how long the process took.  Once we sent your package, it is up to the Dominican Republic to release your package from customs. This process is duly noted in the agreement you signed when you sent your package through us. As a UPS Store, we have no control over what the Dominican Republic does with your package in customs.  After you denied to abandon your package and receive your money back, thereafter paying the extra fees; at that point it then becomes the duty of the Dominican Republic customs to release your package.  Again, we have zero control over the Dominican Republic customs.  When the package was finally delivered to the customer, UPS did not authorize any type of refund as it was the Dominican Republic Government's Custom Control that held up the package.  We worked with you diligently to get your package released and it was finally resolved as the recipient received the package on February 10, 2016.  We understand your frustration with the process.  True, it took a very long time to release the package, but that was by no fault of the UPS Store or of UPS directly, rather that of Customs in the Dominican Republic.  We therefore will not be refunding any dollars, as your package was finally delivered securely and safely.

I was very satisfied with the service that Mr. [redacted] provided for my home's central air conditioner. He came the same day. He found the problem and explained it to me in detail outlining the options that were available to me. He was professional and courteous. He did not attempt to sale me on any other services or products but made me aware of what his company had to offer.

I have recommended him to a family member.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; color: #1f497d} span.s1 {font-kerning: none} We are sorry for the confusion over the set-up of bi-monthly payments. When a loan is sold, the new owner of the loan can use any servicing company and most companies offer a bi-monthly...

payment program for their customers. The programs require a direct withdrawal from your account to be deposited in their account. Because we don’t know the servicer at closing, we must wait until the loan is sold to set this up. Typically, the new servicer will send a welcome letter with instructions on how to register for this service. At this time, we are reaching out to the servicer of your loan to re-send those instructions. If you have additional questions, please call our Director of Originations [redacted] at ###-###-####. We appreciate your choice of NBKC Bank as a loan provider, and hope that this information helps clarify the situation. p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Arial} span.s1 {font-kerning: none}

Customers Payment was refunded on 7-06-2016

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] Dear Revdex.com: Attached is my receipt in the amount of $110.14  I paid for a service that was not provided. Clearly Mr. [redacted], Manager of UPS Store #3846 has difficulty with his record keeping as well as his ability to ship packages to the proper addresses. He states I paid $80 for UPS "service" my receipt tells the facts. Again, as I stated the labels were not on the boxes when I was cashing out. I questioned that they would be properly labeled and was assured they would. Mr. [redacted], Manager states 1 box arrived on Tuesday, this is true. Here comes the next issue; the box to Florida arrived on Monday, January 4, 2016 at approximately 3:45 pm. Nearly a full month from my original shipping date. When box was opened TWO packages were missing. Small jewelery boxes. One containing a ring, the other earrings the cost of these missing items is $66.00 which I have filed a claim with UPS under my insurance that I was provided by UPS Store # 3826. Mr. [redacted], Manager of store #3846 was not the "charming nice guy who laid out $120.00 from his on pocket" he basically told me "tough" this is your problem. You signed off that we packed them right."  Again, I remind you he had me sign before the labels were on the boxes, I was rushed out of the store and the door was locked as we exited. I maintain that UPS did not provide the service I paid for, and items are now missing. I have been advised by the Corporate UPS in regards to my insurance claim that I will be required to call this UPS store today (January 8, 2016) to inquire "what are the results of my package with tracking label #[redacted]" which I will do. Mr. [redacted], Manager states I have used his "store" in the past and I have for several years and that my business is no longer welcome there. Not a problem, clearly I wouldn't want to have to go through this experience ever again and prefer to do my business with honest business people. I seek reimbursement of $110.14 as well as $66.00 for the items that were missing. [redacted]

Our store is not responsible for the complainant's issue. Since the package was a drop off, it is the customer responsibility to make sure the recipient's address is deliverable. Further more,...

the shipping label was created on UPS.COM and it was not created in our store by any of our associates, nor did we bill her for her shipping expenses. The shipping cost was charged to her by UPS corporate and not the UPS Store. We are a separate entity from UPS; we are a franchise. If the complainant has any issue she has to take it to UPS corporate. 
[redacted]
 ###-###-####
[redacted] - The UPS Store [redacted]

Dear Ms. [redacted]We hereby submit the following in response to the above referenced complaint.We were notified by the customer on or about January 4, 2016 that her package had not yet been delivered to her designated recipient. We gathered the necessary information and contacted UPS.As...

noted in the enclosed copy of the Tracking Information, on January 6, 2016 UPS noted that “We’re attempting to verify the package location. / Lost package investigation.” Normally it takes UPS 8 to 10 days to complete their trace. On January 11, 2016 UPS noted “We’re attempting to verify the package location. /Claim issued.”As stated in the enclosed copy of UPS’s cover letter, dated January 15, 2016, “We regret that your shipment with UPS was lost or damaged. In order to expedite the processing of a claim, please promptly submit the required information listed below.” Included with the UPS cover letter is the enclosed copy of UPS’s DAMAGE/LOSS NOTIFICATION, and REQUEST FOR CLAIM PAYMENT form. However, we did not receive these documents until January 20, 2016.On January 21, 2016 the customer called the Store and we informed her of UPS’s aforementioned documents that we received, and that we would be able to file a claim for the declared value of $100.00 that she agreed to when she shipped the cell phone.However, the customer said she would not accept the $100.00 declared value and that she wanted more compensation.Enclosed is a copy of the Parcel Shipping Order (PSO) Terms and Conditions - The UPS Store and Shipment Receipt that the customer signed on December 17, 2015 when she shipped her cell phone.Enclosed is a copy of the PSO with highlighted sections disputing the customer’s Complaint ID [redacted] and supporting UPS’s willingness to process the claim at the $100.00 declared value.We have honorably fulfilled our responsibilities to the customer and will continue to do so in assisting her with the claim for a Declared Value of $100.00 as she had previously agreed to in the signed PSO on December 17, 2016 when she shipped the package.George ** K[redacted]MemberEnclosure

I have now received a full refund from UPS Portales.    I am very grateful for your assistance.  I believe the outcome would have been very different without your help.    Thank you, most sincerely, for your dedication to honest and fair business practices.    [redacted]

Dear Revdex.com:I cannot provide you with an agreement because the original [redacted]s of the UPS Store sold the store in September 2014; and these new [redacted]s took over and they never provided me (or any...

existing boxholders) with an agreement.  When they closed my box they advised that they would hold all my mail and allow me to pick it up on Saturdays and I would have to pay $10.00 for each item that I was picking up from them. I agreed because I needed my mail because I was not allowed to forward my mail to any other address. Instead of them holding my mail they refused all my mail costing me hundreds of dollars to have my packages reshipped to me several times for them to do nothing but refuse my packages when this was not the agreement.I never signed an agreement of any kind with these [redacted]s.  Only with the previous [redacted]s. All I know is I initially wanted to dispute this matter with UPS' Corporate Office but they said that I had to go to the Revdex.com and make an individual store complaint, which I am doing. You can possibly have them provide you with a copy of my original agreement with the original [redacted]s; but I personally do not have anything with these [redacted]s because they never would give any of the customers a new agreement when they took over! Please help and do not close my case. I am sure you can request that they send you a copy of the agreement I had with the original [redacted]s but I do not have with the [redacted]s who own the store now! I am sorry!Attached is a copy of my first $10.00 paid to them before my box was cancelled. I was to pay $10.00 every week for each piece of mail or any packages that I received.  This receipt can validate the $10.00 agreement but it's all that I have.[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:
1) [redacted] did not state at the time that I picked up the delivery that the charge was for keeping the package 3 days., rather he told me that he should have charged me for holding the package for 3 days in addition to the $15 charge;
2) [redacted] provided no documentation that the package had been at the store for 3 days and I have no way of knowing whether this claim is true;
3) I was never notified when the package arrived, even though my telephone number was on the shipping label;
4) All the above is irrelevant because there is no published notice of a fee for either picking up a package at the store (my understanding of what the fee was for) or for holding the package for 3 days ([redacted] current claim of what the fee was for). There is no notice either at [redacted] store or at the store where I shipped the package about any additional fees nor was there any mention of additional fees in the shipping documentation nor was I verbally notified that there could be additional fees.
Regards,
[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]

Hello, 
This case is closed by UPS and the UPS Store headquarters.  The UPS store didn't make any mistakes.  This lady have a receipt with delivery date; and she checked twice before she paid for shipping.   There is nothing to refund at this case.

Just to let you know since I did not hear from [redacted] I called Her. First I apologized for my [redacted] trying to protect me. She did not ship her package with me, but instead of sending her a voucher I told her I was going to mail her a check for 21.56. that would have been what she saved if shipped at 59 cents a pound.
Thank You for bringing this to my attention.
[redacted]

[redacted]from: [redacted]to: [email protected]: Tue, Apr 28, 2015 at 11:30 AMsubject: Complaint ID [redacted] April 27, 2015Ref: [redacted]   [redacted], submitted 4/7/2015Revdex.com,Thank you for extending my response time as we were out of state for my...

mother’s funeral.I did review [redacted]’ complaint. We did spend many hours filing emails and faxes to UPS Claims for the damage to her vacuum. Our store has been in Casper for 22 years and has excellent customer services. [redacted] shipped her package, which she had packed herself, in January. We did file all the claim requests and forwarded photos to UPS Claims and they denied her claim due to insufficient packing. The file is now 82 pages and still growing. We have copies on file of where several agents in the claims department had worked on her claim. I called and talked with the UPS Store in [redacted] that originally packed her vacuum when she shipped it to Casper. They specifically stated that they DO NOT use newspaper as packaging materials, as that would be a violation of their agreement with UPS and UPS Retail Stores Corporate policies. The photos [redacted] provided us show newspaper was used when she packed the box for return.  I am confused as to what she believes is “trying to shift the blame for their unpopular deed and shirking all responsibility” What unpopular deed?  Why would I spend this many hours if I were shirking all responsibility as well as “works at all odds with the Customer, as in a game”?  I had the insurance company send her the same information they sent me which state their packing guidelines were not followed and the claim was denied.  I’m not sure why she feels that my store is responsible for the damage to her package.  I feel bad that her vacuum was damaged in shipment, but I have done everything I can to help [redacted] in this matter.  I have followed and performed all of the steps we are supposed to when filing claims on damaged packages per UPS’ claim department.  In the end, it is not me, nor my store that decides on whether or not a claim will be paid, that is up to UPS’ insurance company.[redacted]Owner

Complaint: [redacted]
I am rejecting this response because: My contract does not state there would be charges to look at or repair/replace the damage.
Sincerely,
[redacted]

Oder has been fulfilled, customer will have tracking number tomorrow

At this time, I have been contacted directly by UPS Store regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 
I was contacted by the local UPS saying that this would be resolved, yet I have continued to get packages left at the...

foot of the stairs or in the lobby or anywhere else EXCEPT the front door of my apartment. After the original incident, the delivery person also tried to push a 76 pound package into my belly at 8 months pregnant, yelled at me that he should take my package away and that he doesn't have a supervisor to report to, yet to my knowledge, he continues to be an employee of UPS.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]