ComplaintsforThe UPS Store

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2/21/24 I sent a package from the UPS Store in Greensburg to Tallahassee Florida. The package contained home made cookies for my friend's birthday. The employee measured the package and told me the cheapest rate he could give me was $15.69 and that the package would arrive on 2/24/24. He then asked me to sign my name to a blank screen after I used my credit card to pay. The package did not arrive on 2/24/24 but is stuck in Roanoke, VA. I spoke with Issac G*****, Manager and he told me there was nothing he could do. I asked to speak to his supervisor and he told me there was no one above him. He said that "ground deliveries" are not guaranteed and I signed as terms of service statement agreeing to that fact. At no point was I ever told anything about my package being a "ground delivery" and that it was not guaranteed to arrive on 2/24/24. Also, I was just asked to sign a blank screen (no terms of service information on the screen anywhere) after I paid with my credit card. I assumed I was signing for the use of the credit card. I would have had not way of knowing anything about "ground deliveries" or terms of service because I was not told about either of them. I am requesting a refund of the $15.69. I assume the cookies whenever they arrive will be inedible.

  Business response

  03/04/2024

  Attached are the terms and conditions acknowledged and signed by the customer. It was made clear both in the terms and through my correspondence with the customer that UPS does not guarantee arrival dates for any ground shipments. Ground arrival dates are only estimated and cannot be reimbursed on the basis that the package didn't arrive on the estimated date. This can also be referenced in the 2024 UPS Tariffs Terms and Conditions.

  Thank you,

  Isaac G*****

  Manager, UPS Store 3059

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21353428, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I have repeatedly stated to Isaac G*****, Manager and the BBB, the screen that I signed was blank and at no point was I told what I was signing or that my package was not guaranteed because it was a ground delivery.  I have attached a photo of the sticker that the employee put on the package, where it clearly states the package would be delivered by Saturday.  I tried to make a complaint to the UPS Corporation.  I received a notice that the UPS Store Manager could send a refund request to Corporate for the $15.69 refund but Mr. G***** refuses to do that.  I have reported that the package contained perishable food items and had I been told that there was no guarantee of the arrival date of the package, I would have chosen another delivery option.  I feel I am being penalized for an employee who did not do his job correctly and a company that does not care about the service they provide.  Mr. G***** told me that he answers to no one as the store does not have an owner, which I have recently found was not true.  Thank you.

   

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/22/23 at around 3:27pm I dropped off two packages at the UPS Store on Hamilton St in State College, PA. Both had QR codes the were scanned and had corresponding labels printed. Item #1: ****************** – meant to go on large box being shipped for ******i (sold item). Owlet Smart Sock Baby Monitor, gently used. Item sold for $106 plus shipping, valued at $299.99 Item #2: ****************** – meant to go on small envelope being shipped to ****** (returned item), 24 karat gold necklace chain, item valued at $33.99 The woman, who was not wearing a nametag, took the packages one at a time, scanned the QR codes, then left the labels in the printer. She pushed the packages into a corner of the desk and set the labels on top without affixing them to the packages, and told me I could go. On Friday 5/26/23, I got a message from the person who purchased Item #1 through ******* asking why I shipped them Item #2 and I realized that the woman at the UPS Store had mixed up the labels. I contacted ****** immediately and they said there was nothing they could do. I tried to file a claim with UPS online and they said I had to call the store. I called the store on Friday 5/26/23 and was told the manager was out and to come in person Tuesday 5/30/23. I did and was told they could not help me by the same woman who mixed up the labels, whose manager refused to speak to me. They gave me a number to call. I called and they said they could not help and I had to contact ****** to file a claim. I contacted ****** again and they said they cannot do that and UPS has to file the claim. I am out $140 and no one has been able to help me, when it is directly the woman's fault at the UPS store that this happened.

  Customer response

  06/02/2023

  Today, the business reached out to me and apologized and also refunded the price of my lost merchandise, which were the two resolution items I listed in my complaint. I’m happy to close it, let me know if you need more information from me
  
  

  
  

• Initial Complaint

  10/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  1. UPS acknowledge that they lost our package. They sent us a letter for that. 2. UPS provide instruction to submit document to support the cost of lost item. 3. However, the instruction doesn't work at all. 4. We get help from professional, and they said UPS is purposely making the reimbursement process very difficult or impossible. 5. We called UPS for resolution, and UPS support are not helpful. 6. After hours and hours of struggle, nothing got resolved.

• Initial Complaint

  02/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  December 29, 2021 I took a package to UPS in Greensburg, East Pittsburgh Street. The package was to be returned to the seller from Amazon. I had the return label from the seller on my phone and I emailed it to the store with the help of a UPS store clerk. She printed the label and affixed it to the package, but it was the wrong label. Thus the package was delivered to the wrong address. I tracked the package and realized it was incorrectly delivered and notified UPS. They said an urgent message was sent to the driver. I did not hear anything back. I filed a complaint and was told I would receive a check. Called again and was told the case was closed. I am out $600.00 because the package had the wring tracking label.

  Business response

  03/02/2022

  In reading through the complaint there are several issues that make The UPS Store not responsible for this mis delivered package. UPS and The UPS Store are completely different companies. The UPS Store is not responsible for the drivers or the deliveries, we are a privately owned retail shipping location only.

  I looked up the labels that Ms. ******** sent us, there were 2 emails sent to us that day, one that could not be opened because the email she sent went right to her Amazon account sign in page, this happens a lot. We are not permitted to sign into any account of any kind for a customer, so they must re send the label in a different way that we are able to open and print for the customer.

  She states that we printed the label she emailed to us and that the clerk printed the label and attached it to the package. There is no possible way for us to know when a customer sends us a label to print if that is the correct label to where there are trying to ship the item.

  Which now brings me to calling UPS to try and recover the package or get a refund. Since we did not create the shipping label, it was a pre-paid label provided from Amazon, Ms. ******** needed to deal with UPS directly, because we in this case were just the drop off location and have no way of contacting any UPS Driver to have him retrieve the package. 
  

  So, in closing, we are very sorry that Ms. ******** is out $600 we are also very sorry that UPS did not do more to help retrieve the package, but just like us there is little or nothing we are able to do once there is a valid address label on the package, and in this case, it was printed from an email sent by Ms. ******** and she watched the clerk attach it to her package. 
  

  
  

*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. ↩