ComplaintsforThe UPS Store

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This transaction occurred on September 26, 2022. Purchase for shipping was $60.03. Shipping costs are based on actual weight or dimensional weight. My package was 14 cu. in. (14in. x 14in. x 14in.). I bought this size box from this store a few days before. The actual weight was **** lbs. The cashier entered 15in. x 15in. x 15in. instead. She stated the store will change the dimensions on all 3 sides an inch up just in case *** charges them more for something. Falsifying my package information is unethical. Period. This cost me an additional $10 when I compared the online quotes for 14 cu. in. vs. 15 cu. in. The cashier kept arguing with me saying it would be the same price. So she did another quote but falsified the actual weight and entered 21lbs. instead of ****lbs. All in all, the true dimensions were 14 x 14 x 14 and weight was ****, but I got charged for a 15 x 15 x 15 package. She said it wouldn't matter it would be the same price. So ****** me this. If it's the same price, why did you add an inch on all 3 sides? I am asking the store to refund me the difference of $10.

  Business response

  09/29/2022

  ************,

  First let me apologize on behalf of my staff for not explaining to you the details of your shipment. First, they should have explained to you that estimates online and actual quotes in store will differ because online quotes (estimated pricing) are just estimates and instore quotes are actual pricing based on actual dimensions, weight, and destination.  Secondly, they should have expounded on the details of box sizing.  The 14 cubed box you purchased from the UPS Store is the dimensions of the inside of the box and not the outside.  Once you or we pack items inside the box, we measure the outer dimensions which will always be greater than the inside dimensions and reason your box dimensions read 15 cubed.  And lastly, we did not increase the weight of your package to 21 pounds.  If you look at the top right of the receipt where you saw the 21 lbs below your actual ****lbs, you will see that it clearly states "dim wt";which means dimension weight.  Now, what that means is that you can pack as much as 21 pounds in your sized box (15 cubed) and it will still be the same price.  As you can see, your actual weight is clearly stated on the receipt so we didn't change anything.  I hope this clarifies any misunderstanding or confusion.  Please let me know if there is anything else I can do for you!

   

  Owner

  ******

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