ComplaintsforThe UPS Store #0528

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 25th, I came in to this store to return a drone to DGI's warranty company. I walked in with just the drone and the store representative, ****, told me to email the label that DGI sent me and that he would find a box and package it. I emailed the label to the email given to me. I also repeated the email before it was sent. He printed the label, took my drone, charged me for printing the label, gave me my receipt, and I left before he sealed the package. A week went by and I contacted DGI because we still did not received the replacement drone. They informed us that the label tracking # showed it had not been scanned. I checked the tracking # as well and it had not been scanned. I looked at the receipt I got from this *** store and saw that the tracking # did not match. I looked up the tracking # and it said it was delivered to ***********, ** when my package should have gone to ********. I called the store and spoke to the manager explaining what happened. I also went into the store and **** was there. He said that he remembered the package and didn't know how this could have happened. The manager said it must have been the wrong label applied. I called *** corporate and filed a complaint. The representative, ****, has been going back and forth with them to get a reimbursement for the drone they lost, but the store has not been responding to them. When I spoke to the manager *********, she said that corporate would be handling my complaint and that I didn't need to speak to the store anymore. When I called back corporate, they said they never said that and that they were also waiting on a response from them and have been trying to get a hold of the owner. I just want my drone to be reimbursed as it was over$900 when we bought it and was lost due to the error of their employee. The owner needs to right this wrong.

  Customer response

  07/09/2024

  The owner called me on 6/27/24 at 12:24pm  and left a message to call back. I called him back the same day at 4:50pm when I got off work and he was not it. The employee said they would tell him to call me. I never heard back. I called again today and spoke to ********* and she said my case was closed, however, *** corporate has not closed my case. It has been over a month since this has happened and I have not had my item returned, replaced, nor reimbursed. I keep getting a run around back and forth between the store and corporate. This is unacceptable. Who ever received my drone is long gone by now. 

  Business response

  07/31/2024

  Proof of delivery has been provided to the individual showing that the package was indeed delivered. Additionally, in case the individual felt that the package wasn't actually received by the end receiver, the individual was advised to file a claim with **** Additionally, individual was provided with the web portal, phone number and all other means at disposal for a claim process. However, as per *** records and the *** website the package shows successful delivery.

*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. ↩