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    ComplaintsforThe UPS Store #2932

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    Complaint Details

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    • Complaint Type:
      Delivery Issues
      Status:
      Answered
      On Friday 1/13 I entered the UPS store in Easley with my client’s passport. She was in Las Vegas and her purse has been stolen with all her ID. She needed her passport to fly back to SC 1/15. I carried the passport in, unpackaged and made it very clear it needed to arrive the next day. The clerk seemed to understand me and assured me it would be delivered by the next day at 8am. He told me to scroll down and sign the screen, but unbeknownst to me, changed the delivery date to Monday. At a cost of $104.27 I guess it was my mistake thinking that was an overnight charge, not a delivery that would take four days. The next day my client tracked the package only to discover it was scheduled to be delivered Monday! I spent the weekend trying to contact the store and UPS to get it delivered before her flight, unfortunately that didn’t happen so Sunday I spoke with UPS to have it returned to the store. Needless to say it was delivered to LV Monday morning. I spoke with UPS again and they said it would be picked up and returned. At this point I’m also in touch with the hotel it was delivered to and they use *****. By Thursday the passport was still not picked up from the hotel so I had to pay ***** $49.55 to return ship it to SC as my client was flying again and needed the passport. I’m requesting a refund of $153.82 to cover the shipping costs both ways since they failed to return it to SC as they said they would.

      Business response

      02/09/2023

      Good afternoon,
      As a response to the customer at our Easley location: My name is John and I am the Area Operations Manager over the Easley location. First, I would like to apologize for your client having her items stolen. I know that can be frustrating. Then to not receive her passport in time for her flight added to the frustration. I have spoken with my associate in that store and he stated that the customer asked for Next Day Air service (NDA). The way that standard UPS Next Day Air works is that UPS considers NDA shipments that are shipped on Friday are slated for delivery on Monday (the next business day). When you stated that you needed it there Next Day, our system tells us that NDA is for delivery on Monday. The customer would have to state that they need it there for Saturday delivery for us to change the system to delivery on Saturday.  UPS does not consider Saturday as a standard delivery day so shipping on Friday using Next Day Air Service would normally be delivered on a Monday.
      Per our training process, we have the customer review all of the information on the customer-facing screen, which includes, the sender and recipient addresses, description of item(s) shipped, and estimated delivery date. The customer doesn't actually get the "scroll down" portion of the transaction until they verify and approve all of the information on the first screen and "Confirm Shipment".  Once that is done, we have them review the Terms and conditions (or bypass by scrolling down and signing at the bottom).

      As far as UPS not picking up the package from the hotel, unfortunately we have no control of that. If that hotel uses ***** then maybe they don't have regular daily UPS pickups, and were only able to send it back on the day they received a package delivery from UPS. Again, that would be at the discretion of the hotel. UPS didn't pick up the package as they stated to return it, but again that would not fall back on our store.

      Again, I apologize for the package not getting there when you anticipated. UPS, unfortunately, will not approved a Guaranteed Service Refund, as according to UPS the package was delivered on time (Monday). I also cannot reimburse you for the ***** shipment you had to send. I can however offer you a 30% discount off your next UPS shipment, should you visit our store in the near future.

      Again I sincerely apologize for the miscommunication and we hope that we can be of service in the future.

      John C******
      Area Operations Manager
      The UPS Store
      Powdersville/Easley

       

      Attached: Signed PSO for everything verified on customer facing screen

      Customer response

      02/09/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

      Regards,

      ***** ********

      I told the store I needed it delivered Saturday and they verbally told me it would be delivered Saturday and no one even suggested it would be delivered Monday.  Clearly they need more training if what the customer is asked to sign does not agree with what they are being told verbally. I will accept reimbursement of the original delivery of $104.27 but am highly disappointed they will not take responsibility for the return delivery leaving the package stranded in Las Vegas. 
      Thank you for the attention to this matter. 

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