ComplaintsforThe U P S Store

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I specifically went to the *** store to mail a package to my fianc in ************* needed to be there within a week because he was going to be coming back up to ****** at the end of the week.I went in on Friday & specifically told them that this could not be sent by the US ************** because we have a manufactured home in a community down there & the US ************** only delivers to PO boxes, so, I needed to have it delivered ***.(That is specifically why I went to the *** store instead of **** which is much closer.)I assumed my fianc received the package because I didnt hear otherwise but when he phoned me today to tell me he was on his way home, I said, you got the package right? He replied, noI couldnt believe it because I spent $20.33 to get it there in 3 days.Then, ************ I grab my receipt and look at it, and it says that they sent it by the United States **************!For us, this means we will NEVER get the package because the ************** does not deliver to that address.I phoned the store 3 times was that I signed on the dotted line to make sure all the information was correct.I checked the ADDRESSEES-this is the important information-I mean, I am at a *** store telling them I want to ship this ***.There was a lot of googlygoop that I couldve spent 1/2 reading, but there were people waiting in line & not enough help so LETS GET REAL here: if everybody took time to read everything that was on that screen, that business would not be in business, because they would only be able to serve 10 people a day!When I tried to track the package via the phone number provided, I had to repeat the number into the phone 3 times to a ruby receptionist who didnt understand my voice apparently even though I speak loud & clear.I then called the store back to find out what we could do about this & they pretty much said nothing because it went ****.I am asking for a full refund of the product which was $75 & my $20.33 back for shipping.

  Business response

  04/08/2024

  Thank you for reaching out to us and bringing this matter to our attention. We understand how important it is for your packages to arrive correctly and on time, especially when they carry personal significance. We apologize for any inconvenience you've experienced due to this service issue.
  
  
  We take your concern seriously and are currently investigating the circumstances of the shipping error. We aim to provide a resolution that ensures your satisfaction and addresses the inconvenience caused. In the meantime, please rest assured that we are on top of this and will update you as soon as we have more information.
  
  
  Your patience and understanding while we sort this out are greatly appreciated.

  Customer response

  04/09/2024

   
  Complaint: 21531990
  
  I am rejecting this response because:

  there has been no resolution, nor has the package been returned to the mailing address it was sent from.
  
  Sincerely,
  
  ************************

• Initial Complaint

  08/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have multiple issues going on from two rude employees that were absolutely the worst I have ever dealt with and the shipping being charged $155 and it not getting there on time. It was frozen fish that was delivered late and all was unfrozen by the time my mom got it. It was for her birthday. I had to call the store 3 times to get a person to call me back which finally the owner did 8/12/21, I was hung up on and accused of things I didn't do by male employee yesterday 8/11/21 when just asking if I could see who to talk too. I want a refund on my shipping due to the fact of what I paid for didn't get my package there in time leaving all of it to thaw out and the tape was lifted on the sides of the box. The manager didn't say she was sorry and argued with me when I asked to be refunded. This whole thing has ruined my mom's gift and I want my $ back.

  Business response

  08/19/2021

  Aug. 19, 2021 

  Re: BBB Complaint ID ******** 

  
  Thank you for giving me an opportunity to reply to *********** complaint. 

  
  *********** boyfriend, Reyhan, brought the package into the store at 9:45 a.m. Aug. 9. It was fish 
  packed in a Styrofoam box inside a white cardboard box. He told the employee he wanted the least 
  expensive Next Day Air option. The box measured 17x12x10. The least expensive option was Next Day 
  Air Saver at $155.95, which comes with a guarantee of arriving by the end of the next business day. 
  (Next Day Air Early AM costs $210.01 and is guaranteed for 8 a.m.; Next Day Air is $177.31 and comes 
  with a 10:30 a.m. guarantee.) 

  
  The package was delivered by *** at 7:28 p.m. on Aug. 10, within the guaranteed arrival window for the 
  selected Next Day Air Saver service. 

  
  The week of Aug. 9 was, undoubtedly, one of the hottest weeks of the year on the West Coast. It is not 
  surprising that the fish had defrosted between the hours when it was brought to our store on the 9th and 
  delivered on the 10th. 

  
  It is interesting that she has accused us of being rude. In phone conversations with her, she has accused us of: 

  1. Packing the fish inappropriately we didnt pack the fish. 
  2. Selling him a box and therefore we were responsible for packing. We did not sell him a box, nor did 
  we pack it. 
  3. Being responsible for failing to keep the Styrofoam lid on inside the cardboard box. Again. We did not 
  sell them a box or pack the fish. 
  4. Overcharging. We are, by contract, not allowed to charge more than the base *** shipping prices. 
  Being rude is apparently the accusation made when one doesnt get their way. Both times I spoke with 
  **************** on the phone she refused to listen to any explanation I made regarding the parameters of 
  NDA Saver or the prices. She spoke over me, contradicted what the *** guarantees are, accused my 
  very mild-mannered and ******* counter person of being rude, calling me rude, and on and on. At one 
  point, when I could not get a word in edgewise, I informed her I was going to hang up because the 
  conversation was pointless. And then I hung up. 

  
  Please contact me if you have any further questions. 

  
  Cindy Yingst, owner, The *** Store ****, ************

  Customer response

  08/25/2021

   
  Complaint: 15756685
  
  I am rejecting this response because: This was not what happened and she's lying so are the store employees which were in fact super rude to both me & my boyfriend. The owner at one point stated they don't ship fish and she was never told that what it was. her entire story is a made up version of what happened.   THE OWNER ALSO STATED  that it wasn't packaged or taped in the store which in fact it was. I have pictures of what it all looked like. it was medical grade freezer box from a hospital the box inside .  IT DIDNT GET DELIVIERID IN THE RIGHT AMOUNT OF TIME IT WAS LATE AND *** stated this to me when i called them the day it was supposed to be there delivered . the *** driver even said it wasn't shipped right by the *** store and he was gonna flag it because of this. it got dropped off at almost 740pm Tuesday night which was way out the over night standards. I would a refund on my shipment cost all the fish was ruined and it was about ****** worth of fish that thawed out.  i have made acomplaint on the *** store and the owner & two employees that were super rude to us with usp customer relations also. This whole thing ruined my Mother bday present because of the *** store. 
  
  Sincerely,
  
  ***************************

  Business response

  08/30/2021

  *************** has thrown around the word "lying" a lot here. But attached is proof of who the real liar is.

  1. The Parcel Shipping Order (attachment 2) that her boyfriend signed clearly says that fish was inside the box

  2. The shipment receipt (attachment 3) clearly shows that her boyfriend selected Next Day Air Saver, as a shipping service, which (see attachment four) is defined as end of business day in residential areas. Her own "evidentiary" attachment #**** shows the white shipping clearly has a Next Day Air Saver label on it.

  3. The store receipt shows what time her boyfriend was here: 9:45 a.m. the prior day.

  The package was delivered according to the delivery option he selected. He signed the parcel shipping order acknowledging that. 

  If you track the package (1Z3F1v951348961928), you can see that it was delivered the following day -- unfortunately at the end of the day instead of the beginning, but the customer paid for next day air saver and that is within the parameters for that. It doesn't matter if we put tape on the top of the box, which I've already said we did for this customer. There has been no "flagging" by any *** employee. Why would a *** driver say it wasn't shipped right? Because the boyfriend should have selected NDA early AM or simple NDA, and not the end of day option. I'll reiterate, he asked our counter person for the "least expensive next day air option."  
  

  She is not due a refund and will not receive one.

   

   

*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. ↩