ComplaintsforThe UPS Store #3236

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/26/22 at approximately 12:55 p.m. I dropped off a package at this UPS location. This package was an exclusive item worth around $750.00 that was purchased through a third party site and there was a pre-paid label. A male that was working the desk took my package and handed me a drop off receipt. On 12/31/2022 I received an email from the third party site indicating they never received my package. I checked the status of my package and I noticed that the tracking number only indicated that the package was dropped off and it specified that the package was dropped off at a different location at the same time. The UPS location that the tracking number online says the package was dropped off has been closed to customers since October 2022. I decided to stop in the store to see what was the issue with my package. At the store I was greeted by a lady name “******” (spelling/name could be slightly off). “******” was very rude and didn’t provide any helpful information. “******” provided a customer number to a Port Allen location that never answers the phone. When I asked for more information about the discrepancy in the receipt that I was handed in the store and what’s available online, I was told me she didn’t know why it was different. I asked if there was camera footage to prove that the package actually left the facility which I was told there were no cameras. I then asked for the name of the delivery driver and was told she didn't have that information. Based on the information provided on the receipt and what's indicated online, there is no proof the package actually left this specific UPS location. I've tried numerous times to contact the business and I haven't received any sort of help. I contacted UPS' corporate office and was told that each UPS is privately owned and since the package never made it to the warehouse I must contact this UPS location to solve my dispute.

  Business response

  01/19/2023

  Hello, 

  This customer did in fact drop off a package to our store. It was a prepaid "ready to go " package. My first encounter with the customer was rather pleasant (I thought) I did my best to answer any questions or concerns he may have had. This was around the holidays maybe he felt I was being rude because I was also trying to be brief yet. Still relay the information necessary. I explained to Mr. ****** that a lost package investigation would need to be started on his behalf but that it had to be initiated by the company or person who provided him with the label. Upon tracking the package for Mr. ******, I learned that the scan showed Port Allen. This is the warehouse that picks up and delivers all packages that come through our store. Mr. ****** was given the same number that we personally call on a daily basis, therefore I know it is in fact a working phone number. Mr. ****** left the store after our conversation understandably upset as anyone would be in this situation, however he seemed to have understood the next steps. Approximately 20 min after Mr. ******'s departure, I received a phone call from a woman who did not identify herself or her relation to Mr. ******. This woman was irate and quick to accuse all employees of theft. This woman stated that I was unhelpful n the situation. she demanded to see cameras and then threatened legal action. Due to the aggressive nature of this phone call, I ended the conversation. This was the last time I had heard from or about Mr. ****** or his package as previously stated I had helped him as best as possible to my knowledge and ability. The next phone call I received I can assume was Mr. ****** himself. I say assume because he never identified himself, He asked to speak to the owner and for the owner's information which I did not disclose. I asked if there was anything I could help him with (he still had not identified himself nor his concern) He then proceeded to ask for my name which I gave to him. Mr. ****** then attacked my character and the character of the employees. This was aggressive and unnecessary. I ended the phone conversation with "have a good day sir." There was nothing rude or disrespectful said to this customer. Since this complaint Mr. ****** has been called by a supervisor who again explained our role in his missing package and was directed again to contact the original creator of the label. He was also given the name and number of a supervisor at Port Allen who Mr. ****** stated he was familiar with. Should The UPS Store be of any further assistance we would be happy to do anything that is in the realm of our capabilities. However, a resolution will never be found should Mr. ******'s accusatory and aggressive nature toward our staff be continued. We thrive on going above and beyond for our valued customers but not at the expense of our staff's safety and wellbeing. 

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