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UPS Store Reviews (639)

Review: I sold an item on [redacted] and used, as I usually do, [redacted] to ship the item to the buyer. Unfortunately, in transit, the item (Waterford bookends) cracked and in accordance with [redacted]'s policy I issued the buyer a full refund which included the $50 sales price plus $22 for the cost of shipping. I contacted the [redacted] store regarding the matter and provided them with a copy of what I refunded the buyer in order for them to process an insurance claim. The [redacted] store issued me a refund check for $50 which excluded shipping costs. As I mentioned earlier, I've used this [redacted] store numerous times with zero complaints and in fact, had one additional insurance claim where both the value of the item and the shipping costs were reimbursed. I call the [redacted] store and speak with someone on the phone who tells me that I am only entitled to be refunded for the insured value of the item and not the associated shipping costs. Based on my prior experience I didn't think that was correct but ended the conversation. I called the store again.

After speaking with [redacted] customer service department, I called the [redacted] Store back and spoke to the same individual once more. I told him that I had spoken with [redacted] and that I was in fact due not only the $50 sales price but the $22 shipping costs. He became argumentative with me, and I suggested he call customer service to find out the facts about what I was due back. He refused and said once again, I was due nothing more than $50 sales price and recommended with a condescending, obnoxious, unprofessional tone that I should speak with his boss. I said fine and requested his name, so I knew it when speaking with his boss. He OUTRIGHT REFUSED TO GIVE HIS NAME!!! Shocked by the response, I used harsher words when asking for his name. He laughed at me over the phone and hung up. I have never been more poorly treated by a business and/or it's representative's and cannot believe [redacted] would stand by such an employee. He should be fired or retrained because not only did he embarrass his franchise, but also your company as a whole.Desired Settlement: I want a full refund for not just the $50 sales price of the item shipped, but the shipping cost as well which is the Franchisors policy. The employee should be fired for his lack of knowledge of [redacted] process and procedure and his poor customer service. Why would any business want to employ a person who refuses to give his name to a client when asked when he or she, in fact, deals with the public on behalf of that business every day.

Consumer

Response:

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

Review: I paid for a package that was suppose to be delivered within 2 days. My package was delivered late. Initially the [redacted] at the store tried to blame the site where my package was held, claiming they held it for an additional day. He told me there would be no problem getting me a refund and he would call me that Monday. When I didn't receive a call, I went to the store that Tuesday. At this point the story changed, he swore I did not drop the package off the day I said I had, and that's why the package was not delivered in the time it was suppose to be. I went home and returned to the store with my receipt showing the true day I dropped off my package. He said that I was right and that he would contact the management on my refund. That was two weeks ago and I have yet to hear from them. At this point I am not sure if I will ever get my money back. I have tried calling the actually corporation, but I just keep getting the run around.Desired Settlement: After almost a month of getting the run around, I would just like my $76.11 back.

Consumer

Response:

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,

On december the ** 12/**/2015 I was delivered a package and was unable to get it due to work . Therfore I was told by the [redacted] website to contact coustumer service and a change was told to me that it would be availble for pickup in the [redacted] Location which is [redacted] I made 5 different attempts to find out if it was ready I was told each time come back in one hour by the clerks and reps . They both each party on phone and store were telling me I cant receive it till monday when I changed my pickup options and I was on the phone with ups the supervisor claimed that they never changed my order and thus refusing to release my package . Thus forced me to wait until monday . The supervisor statement was as followed "There is no one trained to open the truck so we cannot give it to u even tho the package was there" Therfore resulting into me waiting unttil monday I saw the men outside unloading each truck with merchandise and found it hard to belive that I couldnt get my belongings . Even after I informed them to change my order they still did nothing but give me a extremly hard time

Review: Refusal to give me my package even with all supporting documentation requested and provided. The [redacted] states "I don't need to give you your package I will simply send it back"Desired Settlement: Reprimand and re-training

Review: On 8/**/15 I went to the this store to send a package with [redacted] to Argentina. I paid $217 dollars to send it. In the shipping order form I specified that I was sending 2 containers of CVS Tylenol ( $60 in value) and 4 arthritis cream($40 value). I also ask the customer service attendant if there was any regulation about sending this products I was informed that I could send it and that it was going to take 3-5 business days to get there. A week after I began calling [redacted] customer service because the package never arrived to destination. [redacted] informed me that the package could not pass to Argentina's Aduana because they were considered medication. I was also informed that the person receiving the package should be an international agent. After all the investigation [redacted] informed me that they will close my case and that I will never get my package back or the money spend. As an international shipping company [redacted] should have knowledge of the regulations of the country they are shipping to. I was assured by [redacted]/UPS employee that they could shipped my parcel, unfortunately that wasn't the case. I spend $317 in this transaction. [redacted] is not taking any responsibility for the undelivered package and the fee I paid. Every time I go to the store they told me to call [redacted] to file an online refund when I call they told me to go to the store to fill a complaint form. [redacted] Customer service assured me that I will get the refund but they refuse to provide me with a refund claim form. This is very unprofesional and irresponsible.Desired Settlement: I want [redacted] to return me the $217 fee I paid for the shipping and the $100 value of the product I send inmediately. I have been waiting for over 2 months for a resolution. PLEASE HELP ME.

Consumer

Response:

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

Review: This is my dillema with UPS. On Friday, June **, 2013 at approximately 4:**pm, I sent a package to my family in Staten Island NY ([redacted]), from the McClean Ave UPS store in Yonkers (Store #[redacted]). I was told that it would arrive on Monday (June **, 2013) by 12:** pm. The package did not arrive on Monday June **, 2013 at all. When the package still did not arrive by the next day (Tuesday afternoon approx 3:**pm), I called the store and was informed by the representative [redacted] (at the McClean Ave store that I shipped it from) that after speaking with the UPS customer service representatives, she was informed that the package was incorrectly sent to the “customs” becuase it had been damaged, but that it was checked and cleared and would be sent the next day ([redacted], June **, 2013). On [redacted] (June **, 2013), by approximately 2:** pm, when the package again did not arrive, I contacted the McClean Ave store for the tracking number, then called the main UPS customer service department at approximately 2:** pm, and spoke to “[redacted]”, who stated that he was a supervisor. I was told by [redacted] (supervisor) that in fact the “container” (which was the envelope that the money was sent in), did in fact get to a UPS shipping warehouse location, but that it had arrived “torn and emptied.” [redacted] then stated that a claim for would be sent to the store and that they would fill it out and contact me. I then contacted the store myself to discss the matter further, and was told by the store owner that UPS would not pay the claim because my package contained cash, and that UPS does not allow cash to be shipped. This was a policy I had no knowledge of, and UPS was paid and contracted to ship my package and ensure its delivery by [redacted] June **, 2013. So then, that same day, , June **, 2013, at approximately 6:** pm, I called and spoke with [redacted] (Supervisor for Corporate Headquarters Stores) to report the theft of my package while in the care and custody of UPS, and ask what UPS would in fact do. I informed [redacted] that I was in fact informed by the store that UPS would not replace the cost of my package because it was cash. I informed her that I had been made to feel like the culprit, and that I was in fact the victim. UPS has breached its contract and stolen from me (a paying customer) and has then put me on the defense because I sent my nephews a gift of cash. I then explained to [redacted] that it was clear that UPS has seemingly given me three options. Either: committ fraud and lie about my package’s contents, accept a loss of $162 (cash gift $150 and $12 cost to send) and basically allow UPS continue to steal packages they are paid to deliver, or pursue the matter in court since UPS has refused to legally replace my package and its contents. I am not interested in committing fraud, and at this time I am definitely not able to accept the loss of $162.00, nor am I interested in simply condoning the nefarious business practices of UPS with violating its customers. So if this matter cannot get fairly resolved by tomorrow June 21, 2013, I will have no other choice but to pursue this matter in court. Any court actions would be considered a forced effort, after I have made several attempts for resolve. I spoke with the store owner, I spoke with [redacted] (the supervisor at UPS customer care), and I also contacted and spoke with [redacted] (Manager at Corporate Customer Relations) on June **, 2013 at approx 10:** am, who also blatantly informed me that UPS would not be replacing my contents (money), nor would UPS be allowing any claims or compensation for my stolen property by its employees, after I paid UPS to provide a service that UPS breached its contract and did not provide. To briefly reiterate the matter and outline the contents: the inability to send a gift of money to my nephews is a policy that I HAD NO IDEA about, and was comfortable sending it with UPS since I used to consider UPS trustworthy and dependable. I unfortunately do not anymore. I paid UPS approximately $12 to send a cash gift to my nephews, and the employees at UPS lost or stole it along the way. The gifts were given to the UPS store in two white standard business envelopes, of which one contained five (5) 20 dollar bills and stated “[redacted], I Love you, Aunt [redacted]” and the other contained two (2) 20 dollar bills and two (2) five (5) dollar bills and stated “[redacted], I Love you, Aunt [redacted]”. Then they never arrived. I began calling people at UPS, and UPS then basically communicated to me, through their unapologetic attitudes and dispositions, that it was tough luck on me that their employees lost or stole my money, and that it is MY FAULT for sending cash. As a result of UPS’ unprofessional and disrespectful handling of their own breach of agreement and contract, UPS has cost me and the receiver (non-receiver) days missed from productivity and further financial setbacks. UPS is hereby at fault for material damages, which include but are not limited to lost or stolen goods, contract fee, aggravation, lost production costs, court costs, and penalties in the amount of no less than $3,000. NO ATTEMPTS HAVE BEEN MADE TO DELIVER THE PACKAGE AT ALL. IT WAS NEVER BROUGHT TO US AT ALL. WE WERE JUST INFORMED THAT AN EMPLOYEE MUST HAVE STOLEN IT AND THAT WAS ALL. Also have an e-mail from Ms. [redacted] of UPS Customer Relations.Desired Settlement: I would like a refund plus all costs incurred in this matter.

Consumer

Response:

At this time, I have not been contacted by The UPS Store regarding complaint ID [redacted]

Sincerely,

entered store 7:05 to have 1 page letter notarized and 1 copy. Woman at counter (l found the next day through another UPS store this woman is the manager/owner)said no notarizing after 7pm, store closes at 7:30p. I ask for supervisor or info for district office because my prior experiences with this store are always negative. The store is always too hot, very little air ventilation, this woman is always rude, grudging in her manner and service, and the other employees as well and always excessive waiting. On this evening 9/*/15 the matter escalated. I wanted to put in complaint wanted her name she walk away, I went to my car got my phone for camera, went to take picture she step to rear of store I step past counter to take picture (wrong on my part- Yet I never at any time said or did any threatening) I wanted to submit a complaint because this woman is horrible every visit! she called police, exaggerated the story to police. As one UPS was walking by during the incident, they said this lady is "nasty". After that and hearing feedback from other UPS stores about this store[redacted]. I believe it is her good pleasure to provoke and offend certain customers rather than service, it may well be her own racial issues. She is an offense to the UPS Corporation. The quality of customer service is "0". I personally have never experience anyone pleasant in this store. I work nearby and could ask others about their experience, yet, I know what I experience and the feedback from the others store made it clear this is common with her at store #[redacted].

Review: The store UPS [redacted], walk-in / drop-off, lost my mission-critical overnight package dropped off at the store 7/*/14 4Pm for 7/*/14 6:30 PM overnight shipping to arrive next day 7/** @ **:30 AM and this DID NOT HAPPENUPS corporate said as of 5PM, 7/** that it had not taken possession of the packageThe store insisted anyway that it had gone out, even though the UPS tracking system showed only that a label had been created @ 6:30 PM, 7/* nothing moreI said the package was lost in the store, they denied, showed me a scribbled receipt from a driver that 'proved' the package had gone out, I said that proved a scribble, only scanning proved proved pickup, I asked who the driver was and they said they did not know, seasonal substitute/ replacement, yeah sure they give packages to unknown persons, well maybe , 'when you are in a hole, first thing, is stop digging' So I then called many UPS corporate numbers, all of whom denied responsibility or remedy - told me to do more things, I told them "they had to do more things not me" this became very heated they agreed they would do the things they told me to do we shall seeFinally late 7/** PM UPS tracking system emailed, said the package was picked up by UPS 7/** 7PM to be delivered 7/[redacted]:30 AMDON'T GO HEREI have to decide if they flat out lied to me or if they are just plain incompetentAs I say, mission critical time-sensitive packageUPS corporate denies responsibility, local stores are franchises, even as they benefit from corporate brand identificationDid I say DON'T GO HEREDesired Settlement: I would like to know how this happened and I would like the store to post in its store that this happenedI would like the store to change its policy, to scan items when they go from the store to the driver, rather than a driver signature, I think scanning is required as good business but was skipped in haste to save money and timeAnd I would like a determination, if they messed up and flat out lied or are just incompetent

Consumer

Response:

At this time, I have been contacted directly by The UPS Store regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I got a refund, which is all they say they do, but I wanted a more expanded response to prevent future similar problems

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: They deliver an open package with a broken item insideDesired Settlement: Full return of purchase price,

Consumer

Response:

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,

Review: In this store I left a package for [redacted] on monday ** july morning for delivery and until today I did not have updates on tracking nr the store is saying is with [redacted] the [redacted] said that they didn't received yet and the person at destination still asking me about the location of the package wich contain expensive nikon lens!normaly you get tracking update second day but the problem right now is to locate the package and [redacted] not even respond to my call saing trough the answering machine for this tracking nr the update is okDesired Settlement: I just to find out that the package is ok and on track to delivery ...thank you!

Consumer

Response:

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. [redacted] Everything is ok now finally they find my package and is on the way to be delivered.. Thanx! [redacted]

I have been doing business with the store for a long time I am handicapped so they help me with the packages. Today when I went in there I asked to help and Mr S[redacted] was very nasty and told me I had to wait but in a nasty way.

I told him that he lost a customer and he did not care and when told him that I was going to report him he did not care. So he lost my business and another store picked it up.

Review: DEC * 2012 I shipped 3 packages from The UPS store in [redacted] white plains one item was delivered second item was damaged and the third one was lost, for the lost item I received $161.25 which it suppose to be $175.42 for the damage item the try to blame in me that I didn't pack good I proved to them with the picture the I use the same box that was delivered to me I respond back to them with all the info they needed Im calling the UPS store every couple weeks and speaking with the store guy name [redacted] he keep telling me call me next week or two according to the UPS management the order was complete but they telling me call store again a keep calling same thing week or two Please help because I already lost $950 because the company never received the item backDesired Settlement: to pay me back for shipping cost and the lost or damage cost thank you

Business

Response:

I am an independent UPS store that ships for UPS when the gentleman shiped his packages back in Dec he came in with the boxes that were not to secure, I had ask the gentleman if he wanted to have them repacked and he said no because of and extra charge, and I also ask him if he wanted extra insurance he also said no, he did use the same box that was delivered to him but buy that time it had gotten pretty much destroyed by the original shipping. Thats why we recomended another box, well they did, and ups had denied the claim because of the way it was packaged. So I finally did get his money back to him in fact as I am writting this complaint he should have already have the 2nd and final payment

Consumer

Response:

its not true that I was asked to repack etc but on the end thanks to Revdex.com I received at least my shipping money back and I don't have to make a phone call every couple weeks for 9 months to The UPS store.

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,

Review: On 3/25/14, I paid $25.92 for pickup of package from [redacted] and delivery to The [redacted]. On 3/27/14, the online tracking of the package at UPS.com stated that there was a delay in package pickup. I called UPS and was told that they do not pickup packages from [redacted] anymore but they do pickup from the nearby hospital at [redacted]. UPS stated that I should arrange for someone in [redacted] to deliver the package to [redacted]. We stated that this was unacceptable as I have paid for a pickup from the [redacted] address. As such, I told UPS that I would like a refund of the entire amount $25.92 given that the label could not be delivered to [redacted] address and the package could not be picked up from the said address. We were then directed to the local store where the transaction took place [redacted], where I requested a refund of the full amount but was told by the owner, [redacted], that she will not refund the entire amount because her store will be charged anyway for the transaction even though the service was not provided. She stated that she will refund $10.20 of the shipping only and will keep $15.72 for the processing of the transaction.Desired Settlement: $25.92

Review: I went to drop off some boxes with prepaid labels from the merchant for free return shipping but this UPS store charged me money for collecting my boxes. On arriving home and checking the receipt I received at the store, the fee was for "tapping" and my boxes were not tapped in this store. They were well tapped at home by me with the return labels firmly affixed. I think this charge is fraudulent.Desired Settlement: I want to be refunded the $2 they charged me for taping that they did not do.

Business

Response:

Customer came into store with open box / unsecured box to drop off.Customer was informed that there is a $2 taping service charge for her box. She also was given the option to bring the box back taped and there would be no fee or the store would tape it for her for a $2 service fee.

Consumer

Response:

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:

[Your Answer Here]

This business' response is not true. Both my boxes were well taped from home. On the day I went to the store the lady that served me just asked me to place the boxes on the scale and then said your fee is $2. I paid the money assuming that only one box was eligible free return but when I returned home and logged in to the merchant's website I reverified that the return of the boxes are free. I then looked at the receipt I received at the ups store and saw that the charge was for taping.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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,

Business

Response:

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

Review: I broth a TV on October *,2014 from The muse Hotel where I work ,I took it to the [redacted] store with a small picture frame of the statue of liberty for my mom in the box my co worker [redacted] from the engineering department pack the TV and frame in the box for me the box was already label glass fragile on it, the worker put the box on the scale and told me the amount to shipped tonSan AntonioTx, and I requested insurance, he charge me for it. After 3 weeks my mom never receive the box I contacted [redacted] they told me that my tv was broken that I did not package it correctly, that the insurance denied my claim, my mom never receive the TV or frame and I never receive the supposedly broken TV or frame. I call them several times with no results.Desired Settlement: I want them to honor their insurance or replace my TV and picture

Review: [redacted] services provides a service through a website ([redacted]/) where you register and then go to a location to submit your fingerprints. My problem was at the UPS location, after I had submitted the fingerprints; the associate asked me if I needed a receipt that I submitted the fingerprints. I actually needed to submit a receipt to place where I am volunteering. I saw him type my information into an Excel document on the computer next to the one that was wired for the fingerprinting. He only updated my Name and my registration ID and the form included the amount paid $5.00. He printed the paper and charged me for $5.00, I asked why I was being charged $5.00 for a service that I had already paid $27.50 for. He told me that it was a standard charge, I question it again and said that when I filled out the registration online, there was no information about an additional charge, plus I had seen him enter the information into and Excel document, which is something that I was capable of doing on my own and printing it is as well. The associate mentioned that it was a form that the [redacted] services provided. It did not look official and it seemed like a bogus charge. I did not pay for the printed receipt and said that I would contact [redacted] for a receipt and left the store. I later went to the website and found a link to print a receipt, which I printed without an additional charge. My problem is not the $5.00, I would have paid it, but it just did not seem right after paying $27.50 for the registration. I do not know the terms of providing the fingerprints service, but after $27.50 I am sure the UPS store gets some money for the service it provides. However, they are charging a$5.00 additional fee to mostly students and I think most students will be fooled to pay this charge without knowing that a receipt is available to them on the same website that they registered for the service.Desired Settlement: As a resolution, I think UPS should provide a FREE printed receipt, like the one I obtained from the website or inform customers that it is available there, they could print it on their own. If it is matter of charging for ink and piece of paper (still think it should be free), maybe $1.00 is more than a reasonable amount. Another suggestion is letting [redacted] services know to inform their customers that a receipt is available after they submit their fingerprints on their website (it needs to clearer).

Business

Response:

This customer paid $27.50 to [redacted] Systems for a federal fingerprint background check, not The UPS Store; The UPS Store does not receive any of the $27.50. After the customer has paid [redacted] systems, they can come to our location and have their fingerprints taken. The fingerprints are electronically forwarded to the designated agency, and results are sent to the applicant with the findings. Online, the customer can print a receipt for the $27.50 they have paid to [redacted] in fact they cannot be fingerprinted at our site without bringing this receipt with them. At this point, the customer has paid $27.50 to [redacted] and The UPS Store has charged the customer nothing. Unless they CHOOSE to purchase something, no fee is charged at our store. There are signs posted for the additional service options that they may purchase on site. In fact, we have been approached by the local university and hospitals to offer a service for their employees and students to purchase a proof/letter stating they were at our center on a particular date and have been fingerprinted. We do not discriminate, we do not know which customers work at hospitals, are students or otherwise- this proof is merely offered to everyone as a convenience so they do not have to come back.

We offer an OPTIONAL, ON SITE, proof of print/letter for a $5.00 fee. This does not show the amount that was paid to [redacted] and is not a receipt. It is a document that proves a person has completed their fingerprints and are awaiting results. This is an optional service, those who would not like to have it, or do not want to pay $5.00, do not have to purchase it.

Thank you,

Review: On 8/*/13 I shipped a chandelier to my daughter in [redacted] and insured it for $500.00. The package was opened and looked at by employee [redacted], she said it looked OK, then she retaped it and accepted the package. The chandelier arrived damaged and I filed a claim. Since then I have been getting a run around between the store and UPS, each one saying the other one is responsible. Now they are denying the claim, claiming the chandelier was inadequately packed.Desired Settlement: Payment of my insured amount.

Consumer

Response:

At this time, I have not been contacted by The UPS Store - #5345 regarding complaint ID [redacted].

Sincerely,

Review: I dropped 2 packages at the UPS Store and paid to have them delivered 2nd day air. I paid the extra money to insure that I received the packages on Monday, May 11th because I needed them on Monday. The packages did not arrive until Tuesday, May 12th. Now the UPS store will not refund my money.Desired Settlement: I want the UPS store to give me a complete refund for the shipment.

Business

Response:

RE: ID #[redacted]Dear Ms. [redacted]:In response to your June 23, 2015 letter and the enclosed complaint as referenced above, following in this letter and respective enclosures is our response.The customer states in his complaint that we, The UPS Store #0730, will not refund his money since the delivery of his packages did not arrive on May 11, 2015. However, we are not the party responsible for the delivery of his packages, nor are we responsible for the refund. As stated in the Parcel Shipping Order (PSO) Terms and Conditions - The UPS Store that the customer signed on May 7, 2015, he agreed to the following (see enclosed highlighted copy of the aforementioned document):"We do not transport Your parcels. We assume no liability for the delivery of the parcels accepted for shipment .. .You agree to all terms and conditions of the PSO.."We are not liable for carrier's failure to timely deliver. Any statement by Us to probable date of delivery is only opinion and an estimate, and is not warranted in any manner. We are not liable for any consequential, incidental or punitive damages, or any loss or damage resulting from delays in shipping or delivery, in the event You make a Guaranteed Service Refund {“GRS”) request to UPS, You agree to provide to UPS and authorize Us to provide to UPS Your name and address solely to be used by UPS to process the GRS request.”“We are independently owned and operated by licensed franchisees of The UPS Store Inc...”“This PSO constitutes the entire agreement between YOU and US, and supersedes all prior, subsequent and/or contemporaneous representations, written or oral.”Again, we are not United Parcel Service (UPS), we are an independently owned franchisee that is authorized to do business as The UPS Store #0730. Accordingly, when the Customer asked us to file a GRS request we promptly did so on May 14, 2015. However, on May 15, 2015 UPS denied the request with the following response:“Thank you for contacting us with your refund request. Unfortunately, packages that qualify for an Additional Handling Fee or Large Package Surcharge are not included in our service guarantee. These packages require special handling and are unable to travel through our normal systems and processes for sorting and moving packages. Therefore, this shipment is not eligible for a Guaranteed Service Refund..See enclosed copy of UPS Tariff/Terms and Conditions of Service - United States, Section 51, UPS Service Guarantee, and Section 51.2 Exclusions, Packages subject to a Large Package Surcharge or Additional Handling Fee.We informed the Customer of UPS’s denial of the GRS. We then filed a dispute to UPS’s decision on May 19, 2015. On that same day, UPS responded as follows:“Thank you for your reply. I understand your concern and am sorry these packages were delayed. Since the package qualifies for Additional Handling it automatically voids the refund eligibility for the package despite any other delays that may occur during transit...”Again we informed the Customer of UPS’s continued denial of the refund.On May 26, 2015 we reached out to our UPS Area and Regional Representatives for their assistance in helping us resolve this matter. However, on June 5, 2015 we spoke with the Customer again and informed him that we had not received any response from UPS.We feel we have made every available effort to get a refund for the Customer, but as described within this letter and the enclosures, it is beyond our control. We are not UPS, we do not make the deliveries, and we do not make the GRS refunds. All of this has been disclosed to the Customer in the PSO that he signed and our conversations.[redacted] OwnerEnclosures

Review: Parcel sent from [redacted]. On 8/**/15 was missing clothing upon arrival in Fl. on 8/**/15. Box was in good condition upon arrival. When it was opened we noted missing clothes. Parcel was packed by UPS employees in store. Other than the clothing we received the rest iof the contents that were shipped. We immediately notified the UPS store in Long Beach and were told clothing was not there.Desired Settlement: Refund for missing items

Consumer

Response:

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,

Review: This store occasionally receives packages for me that have been delivered by UPS through the UPS "My Choice" program. A particularly important package was received from UPS, signed for by the clerk as having arrived in good condition, and then stored incorrectly for several days despite explicit instructions written in big red letters all over the place ("do not stand on end"). I had two lengthy phone calls with the owner, [redacted], in which he was rude, aggressive, and condescending. He claimed over and over again that he has no responsibility for how packages are stored in his shop. Please note that I was not asking for compensation, only an apology.Desired Settlement: An apology. All I want is a written apology.

Business

Response:

The case above involved a customer who first wanted compensation for storing his package incorrectly. When I examine the package, there were no physical signs of damage and I also ask the customer to open the package to look for damages, but he refused. He just wanted some compensation. I told him that there will not be any compensation if the package was not damage in any means. Then he said he will report it to the Revdex.com. I feel that for us to apologize to the customer after he try to extort us is not in our best interest. If the package was damaged in any way, we will gladly honor any claims, however, we see that this customer had another agenda.

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Description: MAILING SERVICES

Address: 438 E Shaw Ave, Fresno, California, United States, 93710-7602

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