ComplaintsforUPS Store #0240

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  at the end of May 2023 I visited the *** store *********************************************************. I stayed in line, by the time when I came to the front - the clerk lady refused to do service to me. I complained to the *** store on line- I did not get resolution from the store and apologies from what happened. Is it normal for this compony to behave like that?

  Business response

  08/03/2023

  Good Afternoon, 

  I greatly appreciate this matter being brought to our attention. I am the closing clerk for this *** Store location Monday through Friday, and I am happy to share our response regarding our policies and practices in regards to this event. After receiving your letter, I took it upon myself to run through this locations reviews on ******* Yelp, as well as our store email. I have not been able to locate an email or review that reflects the information and details listed in this particular complaint. I am concerned that perhaps the customers initial complaint was misdirected and I completely understand their frustration with a lack of a response. 

  I noticed that the customer did not give a specific date, such information would greatly help with our own investigation into what *** have occurred. I can honestly say that as a store, we ensure that all customers that walk through our doors prior to close are helped with their shipping and drop off needs. Most days, customers continue to walk through our doors even after close and our staff will still assist them with their drop off needs. Unfortunately, we are unable to accommodate shipping needs after close. I recognize that the customer stated they had waited in line. If this is the case, then a mistake would have been made in turning them away. Again, as a regular staff member on shift at the end of the day, I have not personally experienced an individual being refused service after waiting in line. We truly pride ourselves in our dedication to making sure we go above and beyond for our customers, especially when we know they have just rushed over from work. There is a possibility that this *** have happened on a weekend, but our weekend staff does not recall a situation of which is described in your letter.

  If there is anymore information the customer can provide to us, date, time, name or description of the individual, those details would be greatly appreciated. It would give us an opportunity to hear from the specific staff member that *** have been involved and review together what could have been done better. We would love to hear from the customer directly, as a matter of fact, we would prefer it in order to provide a sincere apology that is due.

  I will be sure to remind all of our staff that upholding our commitment to customers and our professional standards is our number one priority. I truly hope that this particular customer will reach out to us in the near future. Again, there must have been a disconnect between us and the initial email sent. 

  If I can assist you in any other way on this matter, please do not hesitate to contact us. In addition, please feel free to pass on this locations contact information to the customer. 

  Phone:**************

  Email: ***********************************************************

  Sincerely, 

  The *** Store

  Customer response

  08/16/2023

   
  Complaint: 20163155
  
  I am rejecting this response because: On May 30 - I contacted UPC store , filed customer service complain for that ********************** #**** ( at *** webpage)- the date of visit was at that complain. The visit was in the middle of the day, not at closing hours. I waited in line to get help. the reply from the store was that "your preference was to wait to be helped by other customer service associate. Your wait for service was not a refusal, we needed to finish helping the customers we had already started working with". 

   

  I did replied to that response . that the second associate told me that she is not going to help. I was keep waiting, nobody was behind me, nobody was in front of me. The second associate was standing behind the counter without customers. Only after some time she decided to take my order. without saying anything. It was wrong how she handled situation. and the store still does not say "sorry" for that day.
  
  Sincerely,
  
  *********************

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