Complaints

• Initial Complaint

  07/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Whomit may concern My name is Mrs. ********. I used UPS to ship an item from my business to a customer. During that process my item ended up lost between the store and the warehouse. It was supposed to be shipped out for processing, apparently, before being mailed out. I filed a claim and the store manager helped me complete this process; **************** had to call the 1800 UPS number several times for me. After the initial claim process had been completed, I was supposed to wait for information in the mail to continue the process. After having to call and follow up with the 1800 customer service number several times. I finally received information regarding the claim and me filling out additional paperwork several weeks later . I completed that paperwork only to find out that my claim had been denied. The excuse that they gave me was that The item was still in the local branch store and I would need to check back with them regarding the lost item. I've been back and forth to the store almost a dozen times. Since then, there has been new management to take over that branch location and they were unaware of all that had taken place prior. There have been three different managers there since my claim process started, so to say the least, it has become very difficult for them to assist me in this matter. I've watched them call the 1800 corporate number in front of me several times and argue with the customer service there. This customer service is outrageous. Meanwhile, my customer, attempting to do business with me, is very unhappy due to never receiving a product. I am still unable to locate the product. I have wasted so much time and effort dealing with this situation; it's beyond frustrating. The claim process has failed me and my customer is unhappy. I am unhappy with there services and there abilities to make things right after my product has been lost by there service. There has been no accountability on anyone's part regarding the last package. Poor Service.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/03) */ Can you please provide me with the tracking number? Business Response /* (1000, 8, 2022/08/04) */ In order for me to look into this for you I need the tracking number? Was this a shipment that you dropped off at our location already labeled? Or was this something you paid the store to ship for you? Consumer Response /* (3000, 11, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tracking number was listed in the complaint however I will give it to you again. ********XXXXXXXXXX Also I wanted to add to my complaint that I spoke to what I assume was a manager today from the UPS Brandon store. She was very rude and unhelpful. She consistently persisted on telling me that it was not her stores responsibility. I explain to her that I had dropped it off at that location for processing to be sent to the UPS warehouse for mailing. She continued to over talk me and say the same thing that it was not her stores responsibility without a logical explanation. I felt like the conversation wasn't going anywhere and to refrain from being rude to her like she was already being to me. I told her that I would continue my complaint. The customer service at the Brandon location which I drop my package off is very poor. They are rude to their customers and do not practice any professionalism. Their turnover rate is extremely high, Even with management. Since I've been dealing with this process of trying to locate my package for my customer and my business I have dealt with four different managers at that location due to them either quitting or being fired. No wonder no one knows where my packages. The management is very poor. I will continue my effort to my complaint with the UPS corporation/ franchise. Thank you for your help in this matter. Business Response /* (1000, 12, 2022/08/09) */ This was a drop off package that was sent out of our store. The customer did not pay our store to ship this package. They were provided a receipt as proof of drop off. Unfortunately, because the customer didn't use us as the shipper we cannot assist with their claim with UPS. They used their own shipper number and will need to contact X-XXX-XXX-XXXX with any questions regarding their claim with UPS. Consumer Response /* (3000, 14, 2022/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Both of the companies are saying the same thing. No one has excepted a responsibility for my last package which is the reason I found the complaint in the first place. This is an ongoing issue and the customer service on both parties is very poor and it does not seem that either party is cooperating to help get this matter resolved. I would think that they would have a better way of handling customers issues, complaints and concerns. Neither office is willing to help even though it has touched their hands and was lost when they were supposed to be providing services. This is unfortunate for me and my customer. If you drop off your package to this UPS store they will not assume responsibility if it gets lost. They were act like it never even came through their store. Business Response /* (4000, 16, 2022/08/16) */ I would love to help you if I could. This was shipped on your UPS account number. We are a franchised location. UPS will only allow us to handle claims for items that were shipped on our store's UPS account number. We provided you with a drop off receipt. That is your proof that it was sent out. You will need to speak with UPS directly regarding claims shipped on your UPS account number. X-XXX-XXX-XXXX Unfortunately, I cannot assist you any further regarding this claim.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had UPS store #**** Pack and Ship a Radio Amp to Columbus Nebraska on December 21,2021. When it arrived in Columbus Nebraska the person i sold it too refused it because it was damaged. Luckly "i thought" i took insurance out for the amp which was $1100.00 and it would be covered. i assured the person i sold the Amp too that they would get there money back but instead i have been promised and lied too every week that they are working on it. The store managers first told me it would take up 6 weeks to be paid on the claim. It is April 27,2022 and all i get now is the run around, they tell me they are going to call me back,they never do....they have me call other numbers which either rings and no one answers or it just hangs up.

  Business response

  05/26/2022

  Business Response /* (1000, 10, 2022/05/26) */ I have disputed this claim multiple times with UPS. Unfortunately, because the customer did not pay us for packing UPS will not consider this a center packed item and the denial remains. See below email thread. ****, The package cannot be considered center packed as the customer has to be charged for packing fees. Sincerely, Tamara Bass Senior Claims Adjuster UPS Capital Phone: XXX-XXX-XXXX Option #1 Ext 6175 Fax: XXX-XXX-XXXX Click here for UPS Packaging Advisor From: ********@southtampalogistics.com <********@southtampalogistics.com> Sent: Thursday, April 28, XXXX XX:XX AM To: Tamara Bass <**********@ups.com> Subject: RE: EXTERNAL RE: 1Z08E82WXXXXXXXXXX I will have the staff go through the journal that day to see if they can find the receipt showing it was paid for after the fact. From: **********@ups.com <**********@ups.com> Sent: Thursday, April 28, XXXX XX:XX PM To: ********@southtampalogistics.com Subject: RE: EXTERNAL RE: 1Z08E82WXXXXXXXXXX ****, The package was not center pack as there were no packing fees on the journal viewer. If there is a separate receipt for the packing I will be happy to review it. Sincerely, Tamara Bass Senior Claims Adjuster UPS Capital Phone: XXX-XXX-XXXX Option #1 Ext 6175 Fax: XXX-XXX-XXXX Consumer Response /* (3000, 12, 2022/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I took my package to the UPS Store . They charged me for Packing, shipping and insurance. On my Receipt it says pack and ship guarantee for the declared value of $1100 . How can they claim i didnt pay for packing and shipping?, i do not work at the UPS store,if by chance a employee made a mistake and didnt charge me a packing fee why must i be penalized by there mistake?. I have my receipt for payment. And i paid for what ever they told me to pay for. Please tell the UPS store to check there receipt for payments....i have my bank statements that shows what i paid. SOme how they messed up. i will be glad to show my bank statement on what they charged me, They Charged my credit $151.10, the worker forgot to charge me for something, made a adjustment that was made which credited my account back $119.64...then charged my credit card 148.44....when you add up the 148.44 plus the difference of $31.46 from the first charge my total paid to them was $179.90. I paid for packing, shipping and insurance....Tell them to pull up there records.... i have my bank statements and i know what i paid for. Enough is Enough!!! Business Response /* (4000, 14, 2022/06/01) */ Thank you SO much for this information. I will look for these receipts and send over to the claims adjuster and will keep you posted! Business Response /* (4000, 16, 2022/06/02) */ I found the receipts show those charges. I have submitted them to the claims adjuster with UPS Capital. As soon as I hear back from them I will let you know. Thanks **** Business Response /* (4000, 19, 2022/06/06) */ ****, Please see the below email from the claims adjuster. Can you please email me the requested info asap? My email is ********@southtampalogistics.com From Subject Received Size **********@ups.com RE: EXTERNAL RE: 1Z08E82WXXXXXXXXXX Fri 6/3 61 KB ****, Yes I received the email. Due to this was a sale I will need the sales invoice of the sale (payment method of the purchase, pay pal,back&front of check). Fax to X-XXX-XXX-XXXX. Be sure to reference the claim number, shipper number and verify if the amplifer is available for pickup? Sincerely, Tamara Bass Senior Claims Adjuster UPS Capital Consumer Response /* (3000, 26, 2022/07/04) */ BBB CASE#: XXXXXXXX Dear sir it's been another month and this UPS store have not resolved this complaint yet. They had me submit a invoice to them which I did...and I have not heard anything from them again. Can you please find out what the hold up is now. Business Response /* (4000, 28, 2022/07/08) */ Hi ****, I apologize in the delay in my response. I was out this past week. I messaged the claims adjuster on June 30th for an update on the payment. She finally responded yesterday. (See attached) The claim was paid out on July 6th. We sent a check out to you overnight that you should be receiving today. The tracking number is 1z08e82wXXXXXXXXXX. https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1Z08E82WXXXXXXXXXX&requester=ST/trackdetails I apologize for the inconvenience. Please feel free to reach out to the store directly if you have any other questions. **** Consumer Response /* (2000, 30, 2022/07/11) */ Thank you ****...I did receive the check.

*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. ↩