ComplaintsforThe UPS Store #4859

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pay for a service that is never provided by this location: receipt and distribution of our mail/packages in a timely manner. Over the course of the past three months, we have had packages lost by this store’s employees, been forced to wait for upwards of 10 minutes for them to try to locate our packages, had mail lost by their employees, and been treated with disrespectful customer service. For the past 2-3 weeks, we have been getting text message notifications regarding packages being delivered at 10 PM - 1 AM…..for packages that were delivered that morning! We don’t get package notifications in our mailbox until three days after we’ve already picked up said packages, thus causing confusion with both us and the staff there. My wife overheard an employee asking another employee earlier this week “Why are the outgoing packages mixed up with incoming packages?” The place is a total disaster! I’ve tried contacting UPS Store HQ three different times now to no avail. They don’t care either!! The employees are extremely rude, often times barely even talking to customers, if they aren’t too busy saying snide remarks to those who are waiting in line. One associate lied to me via email stating that all packages are scanned in. Really? Then how did I have a package in my mailbox that was never scanned?? That same employee suggested that I contact USPS because since they never scanned it, there’s no way they had received it. I’ve dealt with UPS Stores as a box holder for twelve years now and this location is by far the WORST that I’ve had to deal with!

  Business response

  02/17/2023

  Dear Ms. *******,

  I sincerely apologize for the late response however I just received your letter this week.

  Please see attached emails between the client and myself in regards to the complaint lodged. The owner of the store and I are, quite frankly, surprised due to the fact that this is the only correspondence we have received about packages missing. 

  Do not hesitate to contact me for further information.

  Thank you so much,

  *******

  The UPS Store 4859

  Customer response

  02/17/2023

   I am rejecting this response because:
  What the responder fails to include is the response that I was given regarding ONE of the missing packages. They tried to blame it on USPS and told me to contact them. According to this same person’s response, “all” packages are scanned in when they arrive which simply is not true. The package being referenced was placed in our box and never scanned into the system at all.  Furthermore, the respondent fails to address anything else in my complaint regarding the rudeness of the employees there (in person), packages being scanned in days after arrival, our mail being misplaced/mishandled, packages being mixed up between incoming and outgoing packages, and us receiving text notifications after 10 PM and midnight at night. Not a single reply to any of those issues. And can’t even be bothered to even apologize for ALL of the inconveniences that have been caused in their response.  So yes, I reject this response from the business as it does absolutely nothing to address 90% of the issues that we have had.  
  
  

  Business response

  03/09/2023

  Dear Ms. *******,

  
  

  I, again, apologize for the delayed response. The owners and I understand the conerns of the customer. However, as previously stated, none of these concerns have been expressed to me or any member of the staff, nor have we been notified of any missing or mispalced mail. Furthermore, there has been no complaint lodged against us to corporate. We have spoken to all of our employees at the Rancho Cucamonga location and no one has been informed of any complaints lodge against any employee or the services we provide other that the email regarding the package discussed in the last complaint sent in February, 2023.

  
  

  We have our own protocols to follow. According to the response of the customer, the package mentioned in the email was placed into his box, but he claimed he never received the package. Our policy dictates that all packages with a tracking number is to be scanned into the system where the customer is notified that package has been received and is available for pick up. If the package was put into the customer's mailbox without being scanned, that is against policy and that employee needs to be identified and spoken to.  As far as the rudeness of our employees, we pride ourselves in customer service. If an employee is being rude to a customer, that is something that needs to be brought to managament's attention in a timely manner so it can be addressed accordingly. During peak season/holiday season, we were having some issues with mail and packages not being sorted in a timely manner due to lack of staffing, however, those concerns were addressed and the issues were taken care of when notified. There has never been packages scanned into our system between the hours of 10pm and 12am for we have no employees in the store past 7:30pm. That statement is misleading and we would have to request proof of that statement by seeing the tect message/email.

  
  

  If the customer is unhappy with the service we provide, we would have to suggest they discontinue service with us. According to our records, the mailbox is due in April, 2023, at which time the box can be terminated and the customer is free to find another location to receive mailbox services. To this day, there has not been any complaints made about employees, mail or packages by this customer to management, staff or corporate. We hope this will be resolved in a timely and cordigial manner. 

  
  

  Thank you for your attention to this matter. 

  
  

  Sincerely,

  
  

  The UPS Store #4859

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