UPS Store

I received an email stating that more information regarding my complaint is needed, as followsPlease give the address of the location you sent the package fromI actually included the address of the location from which I sent the the package in the first sentence of my complaint. However, for...

clarification purposes, here it is again:
[redacted] I also realized I did not attach the receipt I referred to in the complaint so I am attaching it now. Please let me know if you have any further questions.

To whom it may concern
This is a response to a complaint by a client of mine I tore out a drive and replaced it with a new one when the job was done Mr [redacted] and his wife met me at the site of the work and ranted and raved about how beautiful the drive is I thanked them and got paid and...

then left 2-3 weeks later I received a call stating that there were tracks all over drive I immediately went to the site were I met Mr [redacted] he showed me the tracking then commenced to tell me that he sealed the drive I explained that the prints were not there when I left the day I finished he said that someone told him we must have walked on slab when we striped the forms we strip the forms when the concrete is set. We would never walk on green soft concrete I told him I would look into a resolution but that we would be limited because he sealed in the tracks let me be clear the prints are topical they did not even dent the broom Finnish I explained to him that I could have lightly pressure washed the prints and they would have disappeared but now that he sealed them in I told him I would look for a resolution for him and he decided to contact your company so now he is on his own a client can't modify a product and then hold the contractor to his warranty if he had not modified the slab I would have gladly worked to fix this problem although it wasn't my fault I would have fixed it so I could get his recommendation and future work

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 simply wanted the owner of the business to be aware that we have had issues for 3 years at their business. We can't be the only customer in this situation. A note on the back door stating that they do not give receipts for dropped off packages--with the address of the proper place to go. ---Would...

have been so quick and simple--And yet their staff has been rude to us for 3 years.  The staff has treated us as if we were purposely going into the business and demanding receipts. Unfortunately for this business- All other ups stores that we have been to,  offer us receipts, we don't even have to request this service. --So we simply did not know that this place didn't like doing it. They have also given us receipts for the last 3 years. They never told us they wouldn't. They just kept repeating how tired and stressed they were. How this is their busiest 5 days of the year. That does not tell me anything. Then they would rudely give us a receipt. I guess we were supposed to be able to interpret this as "don't come back". Unfortunately we have to have receipts for our shipments and we thought this rude store was our only alternative. If we had known that this particular store has a different policy than most ups stores--We would have never bothered their staff.  All they needed to do is let us know we could go to another place in Casper. The only reason I realize now that we could have gone to the distribution center--is because I called to complain about this business-and the UPS Store website Staff informed me of this.  As a business owner myself I feel the owner has the right to at least be aware what is going on in the store. The owner may have been one of the ones there being rude and this may be a top down situation--But I feel obligated to let the owner know that he has a huge issue with UPS customers not being educated about their options.

The UPS Store #5794 704 South SR 135 Ste D Greenwood, IN. 46143   RE Customer Complaint about warranty issue We received a customer Experience Info from your office dated 4/24/2017. Our customer, [redacted], came into our store and stated she needed to return a cast iron sink...

she had bought that did not work for her application. The box she brought in was in pretty bad shape so we offered to drop her box into a new box so we could ship it back. We charged her for the shipping and the box and all was well.   The box was sent to Las Angeles California . The company, [redacted], accepted the box and then refused the delivery. So the sink came back to us.   After it came back the customer came in and we saw that the sink was damaged. Upon inspection the sink was not cast iron as the customer had told us but porcelain. Had we know the material of the sink We would have inspected her inner box better to make sure it was packed ok originally from the vendor.   This whole mistake could have been avoided had the customer told us accurately the material the sink was made of. A cast iron sink is all but indistructable but a porcelain sink is very fragile. Had she told us correctly we would have packed the sink differently. She has been in severaltimes stating the she misinformed us when she came in but now apparantly she has forgotten that.   We have been in business almost 11years now and customer service is our most important asset. We strive to exceed customer expectations every day and we usually do. It is very upsetting when we have an upset customer but we realize that as long as we do what our customer asks then we have strived towards a happy customer.   Thanks for your time,   Brian A W[redacted] Owner

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 the purchase was being made.At this point [redacted] is more than welcome to use his mailbox for the remaining 9 months. But we are sorry to...

inform him, that refund can not be processed.

We have never had any communication from Mr. [redacted] about an issue with his package. No phone call or email nor did he stop in person to ask any question or let us know that he had an issue with his package. He might of contacted [redacted] the earner but that is not us. We are not related to [redacted].
We...

have never had any communication from Mr, [redacted] about an Issue with his package. No phone call or email nor did he stop in person to ask any question or let us know that he had an issue with his package. He might of contacted UPS the carrier but that is not us. We are not related to UPS.
However, this package was delivered on time within the expected window of delivery time. At no point in time was Mr. [redacted] given an exact time and date for delivery, only an estimate that we had received from the carrier. We tell our customers the estimated date and advise them that it could be delayed a little bit due to customs and boarder delays once it leaves the USA. There is no date specific delivery on international shipments due to the act that the shipping carrier cannot control the government of the receiving country or any slowdowns, holds or delays that the destination country places on shipments.
Also, this The UPS Store DOES NOT DELIVER OR TRANSPORT ANY PACKAGES. We are not related to UPS the carrier or [redacted] the Carrier. We merely offer the services of the two companies and we fulfilled our end by giving the carrier of Mr. [redacted] choice the package on the day that he came tn to ship it. Mr [redacted]'s package traveled to Canada where it was delivered on-tlme.
Mr. [redacted] signed a contract that explains we do not deliver any packages and that we will give the package to the carrier of his choice for them to transport and deliver. In this contract specifically # 4 it states we "the UPS Store are not Liable for failures of the carrier to make a timely delivery on a specified date and time "if Given". And that any stated date and time by the carrier is an estimate that we received from the carrier and is not warranted. Also it says the estimated delivery date of 8/25. The package was delivered on 8/25
Had Mr, [redacted] contacted us at The UPS Store, we would have been more than happy to assist him how ever we could. Albeit this package was delivered on time for the price and service option that he wanted to pay for.
I have also included a printout from the [redacted] website August 20 was a Wednesday like today. It was delivered on Monday the 25th. Like the print out shows that fastest service would go out today and be delivered on Monday. This goes to my point that we did not tell Mr. [redacted] the package would e delivered on Friday. See Attached.
Thankyou
The UPS Store

Tell us why here...It is difficult to comprehend the accusations made by [redacted]. I can only respond by explaining these simple and unembellished truths to answer this complaint with professionalism. Bath Fitter was hired / contracted to remodel [redacted] bathroom at his request....

[redacted] signed a legal and binding contract at his own discretion. An agreed upon install date was given at the point of sale. At some point there after, due to the the horrid and un-kept condition of [redacted] neglected bathroom caused his plumbing issues to present more of a problem. [redacted] then started calling our office and was extremely belligerent to all he spoke with while demanding an accelerated install date. He was told repeatedly this was not possible as the schedule was full. [redacted] lack of attention to his property does not constitute an emergency on Bath Fitter's behalf. [redacted] signed the contract and agreed upon the install date at the point of sale. Again, this was done at his own discretion. He has falsely accused Bath Fitter of wrong doing. Bath Fitter is bound by state law to provide a legal and binding contract to it's customers with a three day wright of rescission. [redacted] did not exercise this option. All consumers are responsible for their own actions when signing a contracts as are we. [redacted] lies and poor maintenance of his property should not reflect on the business practices of BATH FITTER nor taint our reputation. [redacted] have no idea the amount of time, work and cost of preparing for an impending install as they have claimed. Quite frankly it is a travesty to think a consumer like [redacted] have all the internet in its favor by lying, manipulating and exaggerating the truths behind a complaint about our company. Is there no accountability on behalf of the consumer to abide by the same laws we and all other legitimate businesses are responsible and accountable for. [redacted] bathroom is approximately 100 plus years old. If they were not so irresponsible in maintaining the condition of this very old bathroom, this situation may not have occurred.To summarize, this complaint was done out of spite! The full refund of [redacted] down payment was infact refunded some time ago. I can only hope the next business [redacted] illegally manipulate do not cause them the same unjustified burden they have caused us!

[redacted] leaves out the most important part in his statement. He had the tracking number in his possession before ever stepping foot in our door. He brought in a "PRE-PAID LABEL WITH TRACKING" for the package containing his phone to be mailed. His package had a Pre-Paid label already on it that...

was actually meant for the [redacted], NOT UPS. Instead he chose to bring it to us at UPS, which is fine...however we do charge $2.00 to accept THEIR (Post Office) packages. Already printed on this Pre-Paid label that [redacted] supplied to us on his package was, you guessed it...HIS TRACKING NUMBER. We do not and cannot supply anyone with a tracking number that already exists. [redacted] failed to record his own tracking number from his package before mailing it. Worse yet, after making a public complaint for something that was not our fault, [redacted] cannot be reached to explain any of this to him because he has not answered any of my phone calls to him. I have left him multiple voicemails and alternate phone numbers to call me back and he has not done so. If [redacted] had answered any of my calls instead of going straight to the Revdex.com, I could have told him to contact [redacted] and ask them for the tracking number to his package, since they are the one who supplied him with the Pre-Paid label to begin with. He could then track the package and find out it's whereabouts. [redacted] would definitely have record of the tracking number since it was charged to their Post Office account.

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

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]

Customer was refunded in full

I feel that UPS was negligent for not informing Me of a fee by the UPS Store when They offered to send the package there for free and telling Me I would need photo ID to pick it up, no mention of money.When talking to UPS manager He told Me they would put a notice on the web sight. I wonder if they...

ever will.UPS should refund the shipper the shipping cost so they can send the package to Me without Me or the shipper incurring any extra expense.My main motivation is to see that this does not happen to untold numbers of customers using the [redacted]Thanks[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

Revdex.com:At this time, I have not been contacted by UPS Store regarding complaint ID [redacted].Sincerely,[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. The UPS phone rep told me to settle with the store, and now the store is telling me to settle with UPS. Classic "hot potatoe". Ultimately it is the store's responsibility, the service provider, to ensure they are charging the customer correctly.
 
Regards,
[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 and the matter has been resolved.
Sincerely,
[redacted]
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Complaint: [redacted]
I am rejecting this response because:I have contacted UPS HQ directly and they forwarded it to UPS Palm Valley as this is where the package was dropped off. I have not spoken with 3 people at length regarding the loss of our products but for a mere 2 minutes...We run probably 2-10 overnight packages PER WEEK with UPS and we receive a response denying responsibility...typical. I will let you two figure it out and get back to me.  Until then, I will be looking into alternate services.
Thank you,
[redacted]

This complaintw as sent to us by mistake

Review: A package that I paid for overnight to [redacted] was also paid for to be shipped back to me overnight. I paid $34.69 to the courthouse and $39.54 for it to be returned back me overnight. I have called the courthouse to find out when the UPS guy picked it up and they told me that the UPS guy came and picked it up the day before yesterday which was August 10, 2016. Now they can't find out where the package went, I gave them the tracking number, both actually, and it appears that they don't even exist (Tracking to courthouse: [redacted] and the one back to me: [redacted] from UPS store #5435 at 8865 Norwin Ave. Ste. 24 North Huntingdon, PA 15642). They told me to call the UPS store to get my refund back, that the UPS store is not affiliated with the UPS company. So, I did call and explained my situation with this package, she said it's not her problem, she said it's the courthouse's duty to call the UPS to schedule that package to be picked up or she said that it is up to the people at the courthouse to take it to the UPS store to delivery it. I replied with that's not their job to deliver, they are a government business. The courthouse told me it UPS comes there everyday to pick up stuff. She said something I didn't here then hung up on me. All I asked is I want my money back because they failed to complete the task to a satisfactory level and I still don't have my package back, it is lost some where and is very important. I talked to the manager at UPS today at 12:47 PM and the supervisor said he would email me when he finds my package as to they are investigating it now. He did call the Probait Courthouse ( ###-###-#### and ###-###-#### ) and spoke with them. They said it was picked up on that date above. So, now I am waiting for an email on when it is found. I would like my refund from that lady from that store #5435.Desired Settlement: refund

Business

Response:

ID# [redacted]To Whom it May Concern:The complaint received is from a customer who came into our store and sent her package over night to the [redacted] on Tuesday August 9, 2016 for guaranteed delivery on August 10, 2016, tracking #[redacted]. The package was delivered as guaranteed on 8/10/16.The customer also pre-paid another overnight delivery for her package to be returned to her from [redacted], tracking it [redacted]. When a customer pre-pays an overnight shipment there is no guarantee by a specified date, because the date the customer receives the package back depends solely on when the receiver tenders the package back to UPS. So, the only guarantee about a pre-paid overnight label is that once it is tendered back to UPS, it will only take one business day from that date.[redacted] tendered this package, tracking # [redacted] to UPS on Friday August 12, 2015, which would guarantee delivery for the next business day, Monday August 15, 2016. The package was in fact delivered within the guaranteed time frame of one business day from time of tender to UPS. The package was delivered on Monday August 15, 2016, one business day from when the receiver tendered the package to UPS.We, The UPS Store, nor UPS, have any control over the turnaround time taken by the [redacted]. The customer's shipment was delivered within the guaranteed time frame for both of the shipment to and from the [redacted]. This was explained to the customer at the time of purchase, as well as well as when she called to inquire where her package was/why it wasn't delivered. The customer became irate and did not understand the explanation of the fact that the court had not yet tendered the package back to UPS, which is why she thought her package was lost.Attached are details on both shipments, tracking # [redacted] is the shipment that was sent from The UPS Store to [redacted]. As shown in the details it specifies a delivery date of 8/10/16 - which it was delivered on. The shipment progress page is also attached to confirm it was delivered an that date.Tracking #[redacted] is the shipment that was created as a return service label. As show on the details, there is no specified delivery date, it clearly states 1 Business Day under delivery date. The shipment progress attached shows that the [redacted] tendered the package to UPS on 8/12/16 and it was delivered to the customer, [redacted] on 8/15/16, one business day later as guaranteed.No refund will be issued to this customer nor a refund warranted here since she did receive the exact service she paid for.Any further questions or for clarification, please contact us directly. ###-###-####. Thank you, Samantha Z[redacted] - Manager, The UPS Store #5435