ComplaintsforThe UPS Store #4287
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Complaint Details
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Initial Complaint
06/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We paid approximately $200 for 2 day shipping of my wifes breast milk for our newborn daughter from ** to ** and *** didnt deliver it until 6 days later. It was completely ruined. When I called the store they were completely unhelpful and unsympathetic. They refused to do anything. The store manager ****** and representative **** were terrible. I will never send anything via *** again!!Business response
06/26/2023
I am deeply sorry to hear about the issue you had with shipping. The *** System is a highly designed logistics puzzle that rarely has transit issues. However, given the volume of items that move around...it does sometimes happen. I am bummed it happened to you, and with such an important thing. There was once a time when *** would process and honor what's called a ***************** refund if, say, a 2 Day Air didn't arrive on time. But since the pandemic, there volume has made this more difficult and they now only allow and honor GSR on Next Day Air items. Our staff needed to be retrained to recommend the Next Day option as a way to help avoid upset, since our hands are also tied to *** rules. Unfortunately the Next Day Option is usually much more costly and this ****** people.
I truly am very sorry this event happened to you and the family. I attempted to ask *** for a Service refund in this special circumstance, but it was declined . Unfortunately thats all I can do
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.