Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/20/2023 I mailed an envelope to a relative in ********* ********. It was urgent so I paid the price for Global Express Guaranteed with a delivery date of 6/23/2023. My receipt says money back guarantee. While I am aware that the US postal service cannot guarantee what happens OUTSIDE the US, this envelope never left ******* until 6/23/23, the date of delivery. When I went to the post office to request a refund, I was told it was not possible in office and was given a phone number to call. After multiple unsuccessful tries of that number, I went in to a different post office. There I was given a second number. I was able to speak to a representative that told me she could not issue a refund over the phone and gave me instructions to request a refund on the website. When I did that, I got a message that it was not possible to request a refund online for international. I needed to go to the post office. So I went back to the original *********** in ********. There I was told that the international express can not be guaranteed. I asked why the post office was selling a product/service that doesn't really exist. My complaints are that (1) the **** caused the initial delay by not getting the envelope at least on its way by the delivery date, and (2) **** is selling an expensive service that does not exist, a guaranteed product with no guarantee. What I would like is a refund of at least the extra amount I paid for the guarantee that does not exist. The tracking number of the mailing in question is **********.

  Business Response

  Date: 08/18/2023

  On Global Express there is no guarantee. This item did not leave the ** due to customs. Once it leaves the ***************** it is out of our hands. I even went through the process on the computer to see if it says guarantee anywhere and it does not. This item was handled as intended.

  Customer Answer

  Date: 08/18/2023

  Complaint: 20401628
  
  I am rejecting this response because:

  The service I purchased is called Global Express GUARANTEED and the receipt states clearly money back guarantee with the exception being European countries which ******** is not. I can submit copies as needed. The employees at the post office have already reviewed and dismissed them. 
  

  This is misleading to the public. If there is no guaranteed service for global mailings then there should NOT be a named guarantee on the customs forms or receipts, and it should be clearly explained at the time of mailing. My complaint is that it is a fraudulent business practice to advertise and sell a product that doesnt exist. The United States *********** sold me an expensive service which they now claim doesnt exist and now will not back the guarantee stated clearly in writing on the receipt. I understand that I will not receive any refund, however, my main goal in making a complaint is to voice my dissatisfaction, have my voice heard, and maybe get the post office to change this service line so this doesnt happen again. 
  

  I paid more than $100 to insure an urgently needed document would be delivered on time and was led to believe it would be. It was delivered in 8 days, 5 days later than expected which caused a lot of trouble for the recipient. If we had known there was no guarantee our expectations would have been different. 

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