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Business Profile

Packaging Service

The UPS Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Packaging Service.

Complaints

Customer Complaints Summary

  • 99 total complaints in the last 3 years.
  • 44 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    2/27/2025 - I brought a 55" **** Monitor in that we were using in our ********************************* and contracted the UPS store to pack and ship it. This is a service they advertise by where they will guarantee the product to arrive safely 3/4/2025 - it did not arrive safely. I contacted the UPS store immediately and provided pictures of the damage, damaged *** store packaging as requested The UPS store filed the claim (000-05-537378) and I've heard nothing. I've made multiple phone calls and I'm being told the store owner Ash (**********) since had a heart attack and nobody knows how to handle this. Item is a **** C5518QT 55" 4K Touchscreen Conference Room Monitor And was valued at over $1600 I spent several hundred dollars in packaging costs, services, shipping expenses and insurance and the store will not speak with me. I'm out almost $2k in costs at this point I'm demanding *** store stand behind their claim as well as refund me the shipping expense due to their negligence in handling this situation

    Business Response

    Date: 04/25/2025

    This shipment was not crated with a The UPS Store shipper number. This does not qualify for a Pack and ship guarantee. I will reach out to customer for more information. 

  • Initial Complaint

    Date:04/16/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I picked up my ********* package that was delivered to the UPS Store. I was charged a miscellaneous $20.00 fee for package pickup. I contacted ********* and was told that there should be no additional fee to pick up my package. I have had previous ********* packages delivered to that particular storefront with no additional charges to pick up in the past. I also attempted to file a complaint with the UPS Store and was told that at most I should've been charged $7.00 for pickup. I am requesting a refund in full from that particular storefront. I also want to file a complaint with that particular storefront so that other people don't get charged extra for free delivery and pickup.

    Business Response

    Date: 04/17/2025

    We will be reaching out to the store to provide refund to the customer. 

  • Initial Complaint

    Date:04/16/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Thursday, April 10, I emailed this business requesting my mail be forwarded.After no response, I called in on Tuesday 15th April and repeated my request. I was told it would be taken care of and confirmed by email.I emailed again today Wednesday 16th April and followed up with a phone call. During each call, the employee confirmed that my mails were received, forwarding instructions clear and that they would take care. However, I still havent received email confirmation and my credit card still hasnt been charged for forwarding fees, indicating these guys havent done a thing,This business uses their email address only for sending annual payment reminders. They do not respond to incoming mail. They do not apologize to a customer for making him repeat his requests. I pay this business $300/year! I made a simple routine request. I dont expect to wait for days together, then follow-up multiple times to repeat my request over the phone and then be made to wait ************** name: The UPS Store, ****************************** Phone: ************ Email: ********************************************************

    Business Response

    Date: 04/17/2025

    We will be reaching out to the store and customer for resolution.

  • Initial Complaint

    Date:03/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I mailed a package via ***. I was asked by the employee did I want to purchase additional insurance. My response was YES - just one hundred. I have an EMAIL from the owner stating that the employee misunderstood what I was saying and thought I was declaring the value of the merchandise at ONLY 100 dollars. The employee asked me so just one hundred and I said yes. He claims that the employee thought I was saying I only wanted to claim the value of the package was 100 dollars. We were specifically talking about purchasing extra insurance. The owner neglected to included ALL parts of the conversation and video that he has in his store concerning our conversation. If he would have watched or been honest concerning the entire conversation it would have been clear that we were specifically speaking about insurance and me wanting to purchase the additional hundred dollar of insurance for $2.50 for each hundred requested. Not one single time did the employee ask me about the value of the item. He only asked me what was inside the box. I tried to work with the owner to resolve this but he is refusing to acknowledge anything more than his employee did misunderstand and did not charge me for the extra insurance. He said is was my responsibility not the employee to check the receipt and make sure the insurance was added. I have emails confirming these conversations and exchanges between us to where he also referred to me as the wrong name. My husband is retired from the **** after 22 years of service and this was a package being mailed for him.

    Business Response

    Date: 03/26/2025

    Sending email to customer for more information. Will follow up once the tracking number and store location has been provided. 

  • Initial Complaint

    Date:03/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On February 13 2025 I brought my ******* Galaxy phone to the UPS store on Little Road. *** store #**** at ******************************************************************************* The phone was properly packaged in the provided padded envelope and sealed with red security tape at the manufactured opening. I dropped the package off to the front desk attendant, no name known but she is well over 6'4" tall (not exaggerating she is very tall) and blonde in her early 20s. I got my reciept and left. A month later to today the phone still hasn't been delivered and the tracking number shows that it never even left the store that it was dropped off at. The UPS store employees either lost the phone or stole it but I am on camera turning the phone in to them. When I went to the store to ask about this I was given a very condescending attitude by the manager and was talked down to like I was less intelligent than anyone they'd ever seen. They even tried to tell me that "Tracking code mix-*** happen all the time" verbatim and dismissed the problem. They lied to me about the product being turned into them and waved me off dismissing the problem as not their problem at all. I physically gave them the package, there is video evidence to show that I did so. The item needs to be returned to ******** immediately or an investigation into that store needs to happen because there are several cases of that store losing or stealing packages...allegedly.

    Business Response

    Date: 03/11/2025

    we will be reaching out to the customer, the ********************** and *** for assistance. 

    Customer Answer

    Date: 03/13/2025

    The only reason that I am not accepting the response is that there has been no further response by them yet. They did email me as you show, but when I responded they have yet to acknowledge or respond back to. So they have not taken action yet. 

    Business Response

    Date: 03/14/2025

    T-Mobile to file claim on customers behalf. No further action to be taken from our office.

    If the claim is denied, please reach out so we can try to assist further.

  • Initial Complaint

    Date:03/07/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The UPS Store #**** *************************************************************************************** ************.Terminal.?nployee......:POST251B ****** ITEM NAME 14x17 Poly Bag. Cost : $4.92. Receipt code: ******************. TID ************. Invoice Clerk Response Auth Code XXXXXXXXXXXX0695 CHIP SIGN ********** ***** APPROVED *****T MODE AID TUR IAD TSI ARC Anount ENU DETAILS CHIP A0000000041010 ********** 0510A04001220000000000000000000000FF

    Business Response

    Date: 03/14/2025

    Our office will reach out to the customer and ********************** for resolution to this matter. 

  • Initial Complaint

    Date:03/06/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing a formal complaint against *** regarding their failure to properly compensate me for a lost package that was in their possession. I entrusted *** with shipping my package, expecting it to be delivered safely. However, *** lost my package, and despite my efforts to resolve the issue through their claims process, they have refused to reimburse me for the full value of my lost ********* has informed me that they will only provide compensation up to their standard liability limit of $189.92, citing that no additional coverage was purchased at the time of shipping. However, the total value of the package contents was $1,459.56, and I believe *** should be fully responsible for this loss, as it was their failure to properly handle and deliver the shipment.I paid for the package to be shipped on February 10, 2025, and it was lost the following day, February 11, 2025, while in ***s possession. This was a ***** lb, 2x3-foot box, making it highly unlikely that it was simply misplaced. Given the size and weight of the package, I find it unacceptable that *** has been unable to locate it or provide proper compensation for my loss.Additionally, I was misquoted the cost for insurance by the store representative at the time of purchase. I was informed that the cost for additional coverage was much higher than it should have been, making it unreasonable to consider purchasing such insurance.I have attempted to escalate the matter directly with *** but have not received a fair resolution. I am seeking full reimbursement for the value of my lost package. I kindly request that the BBB review this complaint and assist in holding *** accountable for their negligence.Desired Resolution:I am requesting that *** provide full reimbursement of $1,459.56 for the total value of the lost package, as they failed to fulfill their responsibility in delivering ***** the event that *** offers a full refund for my lost package, I will remove this complaint.Thank you.

    Business Response

    Date: 03/11/2025

    Claim payment issued for the default amount as there was no additional coverage purchased on this shipment. The Parcel Shipping order for has been signed as well. Our office will reach out to the customer with additional details.  

  • Initial Complaint

    Date:02/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The UPS store at ************** has consistently cost me money and inconvenience due to not being open during posted hours. Whether it be showing up late or simply not being open until the posted hours and I want someone to post amended hours that are accurate and provide compensation for these numerous experiences.

    Business Response

    Date: 02/27/2025

    Thank you for the feedback we will be addressing the store regarding the hours of operation. 

  • Initial Complaint

    Date:02/20/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am extremely mad that *** does not conduct business correctly at all. I received an envelope soaking wet and ripped plus opened from the bottom. I was expecting a big check inside that envelope that never appeared from *****. Now ***** is dropping all responsibility on *** that the check was inside the envelope with the paperwork. Yes I received the paperwork that I signed and sent back immediately. Never did I receive a check at all inside that envelope I still currently have. I need to file an investigation regarding my check from ***** that was never received. Need to speak to somebody as soon as possible to make sure this check is not being stolen so they can commit Fraud. Its my wife and my hard working money we have saved for years. So please I ask for all your help regarding this missing check thank you.

    Business Response

    Date: 02/27/2025

    Our office is reaching out to the customer for which TUPSS she is referring to? and a tracking number. It does not appear to be a The UPS Store complaint at this time.  

  • Initial Complaint

    Date:02/15/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to *** store 4386 located at ************************** to send a package to a friend in ******. The store employee told me the only service available was *********** at a cost of $178. I asked to send it ground, and he insisted that was not an available service. I know it is an available service because I have done this before. He next said that his manager only allows *********** for international pkgs. I went to a different store (79th and Broadway) and there was no difficulty sending the same pkg ground at a cost of $52. This store is clearly robbing customers by lying about the allowed services for ****. *** on their website clearly states "standard delivery" (ground) is an option for pkgs to ****** and this store is lying and charging customers exorbitant fees by stating express delivery is the only option.

    Business Response

    Date: 02/17/2025

    Our office will reach out to the customer and ********************** for assistance and resolution 

The UPS Store is NOT a BBB Accredited Business.

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