Complaints

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I returned two packages on 12/20/22. When the options appears, UPS Store drop off location, Wilkes Print and Ship accepts UPS returns. When selecting the location, the return process fee is free of charge. I have had no issues with them till now. I had my return code ready to scan and was told they don’t accept the QR code. I have returned packages with them before, and the QR code was accepted. The lady “corrected” the return process so it would be “acceptable”. As I was getting ready to leave the business, the lady said there is a charge. Not one time did she inform me of a charge while she was “correcting” the returning process. The outcome would have been better if she had notified me from the start. I paid the charges cause the packages needed to be sent back. I wasn’t given a receipt for the charges paid.

  Business response

  02/06/2023

  Hello, 
  I just received a letter from the BBB where it shows you filed a complaint against my company. It looks like you brought in a couple of UPS returns (I am going to assume ******) and were charged with returning. The option given by ****** for free returns is for The UPS Store and The UPS Store only as they are the only ones who can scan the QR code. There is a contract between those two entities where ****** is reimbursing The UPS Store to accept and package the returns. We receive no compensation, so we have to charge for printing the labels and packaging. I have long thought that ****** needs to be more clear in what the return options mean and that just because a business is listed as UPS dropoff that not all dropoff sites are free returns. We do our best to keep our prices low but still have overhead to cover from the employee helping you switch the label, the building itself and all the costs associated with that, the printing of the label to the use of packaging materials that we pay for ourselves.
  
  Your message states that we have accepted QR codes in the past and I can assure you that at no point ever have we been able to accept UPS QR codes and I have been the owner and operator of this business the 10 years we have been open. It has been something independent retail shippers have been fighting over for years now.
  
  That being said I am not looking to leave any customer unhappy as my biggest concern is getting customers in and out the door with their needs handled at fair pricing. I am not sure what you paid or if we packed items up for you. We charge $1 per label to print and adhere to the boxes and charge for packaging as needed. There is no way for me to find which transaction was yours since it was a dropoff transaction and there are no names tied to those transactions. If you paid with a card just send me the transaction and I will send a check for that amount.
  
  You can reach me anytime if you want to discuss further.
  
  Ben *****
  Owner
  Wilkes Print and Ship
  336-844-4853
  

  
  

*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. ↩