ComplaintsforThe UPS Store #4396

• Initial Complaint

  10/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for an annual contract for a private mailbox at this *** Store location on 6/03/2022. In March of 2023, the store lost a package that I had shipped there and was unable to locate it for several days. Upon attempting a resolution with the owner, he verbally berated me and refused to resolve the problem. Additionally, because I brought a complaint with him, he canceled my contract several months before it expired and would not allow me access to my mailbox. This required me to have all of my mail forwarded to a new location. I am requesting a refund of $191.93 which is the original amount of the mailbox rental.

  Business response

  10/24/2023

  ********************** box agreement ran from 5/22/2021 to 5/22/2023; his payment on 6/3/22 for that year was late and it the $191.93 included late fees, taxes and (re) setup  fees.  On 3/27/23 we apologized to ****************** for any inconvenience but he was extremely and verbally rude and made one of the girls cry.  As part of our mailbox agreement, we have the right to terminate any boxholder for such verbal abuse.  We terminated his box early, but gave him FULL access to pick up any mail or packages at any time.  We offered ****************** a $58 refund for two months of unused service, which was more than 2 months rental.  We needed his original card or other verification for the refund.  We have not heard from him since 3/27/23, but have held his mail and small package(s) since 3/27/23.  He had to option to come in person,via mail or by phone.  While his refund/credit has been used up over the last 4 months for mail storage, he still has the option to pick up his mail for free for the next 60 days before it is discarded, according to postal regulations.  We are truly sorry for this situation and how it turned sour; but we must protect the mental health of our staff.  Here's to retail workers and their fortitude.

  Customer response

  10/26/2023

  
  Complaint: 20740041
  
  I am rejecting this response because:
  The respondent for the company made several false and dishonest statements in his response.  First, throughout the entire three years that I had my mailbox at the store, I had absolutely no negative interactions with the owners or any of the employees, including on March 27, 2023.  I had never once received a phone call, email, or had an in person discussion from any of the owners about the alleged negative interactions. In fact, it was only after one of the owners called me on 3/27 and verbally berated me on the phone that I received a call from his son, who also claims to be an owner, and he cancelled my box.  Upon speaking with him, I stated, "You know that I did not have any negative interactions or problems with any employees and none of them made a complaint about me at any time. The only reason that you're canceling my box is because one of the owners (who he admitted with his father) was angry because you lost one of my packages and refused to take responsibility for it." He ultimately agreed with me on this point, so either he is either being very dishonest or he is very mistaken about the incident.  Additionally, at no point did he offer any type of refund or compensation for unused time or the problems that he had caused in requiring me to get a new mailbox.

  Again, I do not accept the response from the business for the aforementioned reasons. Please feel free to contact me if you have any further questions.
  
  
  Regards,
  
  *********************

  Business response

  11/04/2023

  Again, our apologies.  Nearly 9 months passed before this complaint was filed, we would like to know if the complainant would like to pick up the remaining mail or have it discarded.  The appropriate 6 month time frame has elapsed, but we are holding it as a courtesy.  Please respond yes or no.  Thank you. 

  Customer response

  11/06/2023

  
  Complaint: 20740041
  
  I am rejecting this response because the business did not provide a satisfactory response or compensation.

  
  
  
  Regards,
  
  *********************

*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. ↩