ComplaintsforThe UPS Store #4774 Bolingbrook

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent Thanksgiving food via *** to my son in ******** **. I had the food packed with non-hot ice freezer packs to keep the food cold. When I arrived with the bag, the counter **** ****** looked over in the bag as my husband and I stood there. She placed the packing paper back on top of the containers and zipped the bag up. We told her that it was perishable food and I even showed her the labels for the freezer packets inside the container being used to keep the food cold. She said she was taking the bag to place in a box to be shipped. She never told us once that she had to inspect all the container contents and label each one on the outside of the box.When my son received the package, ***** had gone through each of the containers and labeled them as she perceived the contents to be on the outside of the box. This contaminated the contents of the food as we had no idea what she could have don't to it. I've spoken with other *** franchises and they have all advised me that she had no right to write the content of what she perceived them to be on the outside of the box. Nothing I signed or acknowledged ever gave her the right to do so. If she had reservations, she should have expressed that and allowed us to take out packages elsewhere or have her inspect them in our presence to protect the safety of the food. I've tried over 10 times to contact the owners to no avail. ***** originally lied and gave me the wrong name of the owners then she acted like the owners when I called and asked to speak to one of them. I did speak with one of the owners who was supposed to call me back to come in and review some video footage and never heard back from him. My son had to discard over $200 worth of food and had to purchase over $200 worth of food to have for Thanksgiving. This was after I paid over $100 for shipping to have to discard everything. I want all of my money back to cover all the expenses I've incurred due to the intentional actions of *****.

  Business response

  04/17/2023

  To whom it may concern.

   

  Business response

  04/19/2023

  To whom it may concern.

  In regards to the customer,  I would like to explain how we handle this kind of package. She brought the perishable items in a soft cooler bag,  It was processed and signed for as dry ice, center packed and  2nd day air . We took the packaged to the back to be packed up. When its dry ice and Center packed, we do have the right to inspect the items. There are rules and regulations by *** when it comes to dry ice shipments.

  Attached are the documents that she signed including the rules and regulations for dry ice shipment. Please review

  Thank for your time and effort. It's deeply appreciated. 

  
  

  Sincerely

  
  

  THE *** STORE

  Customer response

  04/28/2023

   
  Complaint: 19633264
  
  I am rejecting this response because:
  

  Hello, 

  
  

  The owner, *****, is the *** store is lying. I produced evidence to him that my package did not contain dry ice.  I showed *****, the store clerk who open the contents of my package the Amazon receipt and description of the ice packs inside the package which said it was not dry ice.  Furthermore, my husband and I removed and repackaged all the contents in the package in front of ***** and repackaged them to ensure nothing would removed during transit.  She was fully aware there was no dry ice in the packaging. She decided to go back through the contents after we left to spite me.  I asked her if she had any concerns after reviewing the contents in front of us and after showing her the ingredients of the ice packs, said no. If she was going to go through my contents again, she should've disclosed that and I would've decided if I wanted to leave my package or not.  She destroyed the contents of the food which was could not be consumed when it arrived. My husband has worked for *** for many years and is well aware of the dry ice policy which is why I would have never used dry ice for shipping.  My husband was present during this transaction and even produced his work ID to *****. The owner is trying to protect her and her unprofessional behavior behind a wall of lies. I've attached copies of the ice that was used,  my husband's work ID in addition to the *** disclaimer that I received when I shipped another package to my son from another independent *** store.  I spoke to the owner of that site and she is familiar with ***** and said she gets a lot of customers to come to her store because of the treatment and experience they've encountered with ***** at the other Bolingbrook store. Bottom line is ***** nor ***** was not there, and are believing the lies of *****. ***** was supposed to call me back to come in and review some video which he never did. This treatment of consumers is unacceptable.

  
  Sincerely,
  
  ***************************

  Business response

  05/04/2023

  We have reviewed all the correspondence and we have also viewed the original video of the packaging. we saw nothing. No evidence of Contamination as claimed by the shipper.

  However we would like to end this issue. We are offering to the shipper $123.01 for the shipping charge and $100.00 that *** automatically covers as additional declared value was never added. For a total of $223.01

  Which will be mailed to the shipper.

  This is more then an equitable settlement.

  ***** / ******

  Owners

  Customer response

  05/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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