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:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 8/10/2024 my wife and I brought a package to the UPS store (#****) on *************************************** (tel. ************) The package contained 30 US EE Treasury Bonds, $200 each, totaling $6000 and sensitive personal identification information (SSN, DOB, Bank Account). We told the clerk (#******), we wanted to send the package Certified Mail. I also purchased a Waterproof Bubble Mailer. We placed the letter addressed to the *********** in ***********, ** along with our return address into the Bubble Mailer. The clerk proceeded to place a label on the Bubble Mailer. He scanned the label into the computer system. He told us that we were all set. I asked if the address needed to be on the Bubble Mailer and he said no, that the address is entered into the computer. He was typing on the terminal. I asked him several times if we didn't need to fill out paperwork and have an address on the package. He assured us that it was fine. He then took the envelope and printed out a receipt after I paid $16.11 and gave us the Certified Mail tracking number for a **** tracking. I only realized later that it was a **** number--we went to *** expecting *** certified mail service. The package has disappeared. My spouse contacted the store manager and she acknowledged that the package was mishandled. She said she would look for the package and also contact the person who picks up packages from the store for the *****************. She has not called us back. I acknowledge that we were naive in accepting the clerk's assurances. However, I also feel nonetheless that *** is responsible for having a trained staff who mislead us as customers. I do not know if the clerk was completely incompetent or if there was an intention of malfeasance or intent to commit fraud on his part. When customers go to ***, they expect professionalism. I would like *** to do a thorough investigation and for there to be some consequences for the clerk's lack of professionalism.

  Business Response

  Date: 10/09/2024

  Hello, We have responded to this concern internally with cooperate but I will reiterate the information again.
  
  
  As per my previous response, the following information is our account of the transaction. 
  
  
  The initial conversation took place with the customers spouse,  who reached out to the store. From that conversation, the information that was relayed to us is as follows:
  
  
  The husband came into the store with an addressed manila envelope, they told the associate that they would like to send the envelope via certified mail in which the associate complied. The customer then took the addressed envelope and placed it into a photo mailer and did not rewrite the address or put a return address on it. The center associate then processed a stamp with certified tracer, the mail was then placed in the **** maildrop off and then pick up later that day. Once the customer contacted us to inform us of the situation, we reached out to the local post office/postman to see if anything could be done, they informed us that unaddressed mail goes to their "dead mail" section, in which there in a little to no chance of being retrieved. We reached out to the next day to relay that information, in which the spouse of the customer said that they understood not much could be done. 
  
  
  We followed up with **** and their representatives, and as stated in the above message, they have said that there is nothing that they can do as there is no direct system for locating lost mail. 

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response by the USP store manager(?) does not accurately recount the important details of the interaction. Quote: "The husband came into the store with an addressed manila envelope, they told the associate that they would like to send the envelope via certified mail in which the associate complied."  The associate in no way "complied"--the associate's response showed a gross (and grossly negligent) misunderstanding of how to handle certified mail. To say he complied is not correct in any way of understanding "compliance," because he was asked several times "Don't I have to fill out an address and put it on the envelope?" He did not respond but rather typed something into the computer terminal. I asked, "Are you putting the address in the terminal?" He did not respond to that but he indicated that i had to pay and that the transaction was then "done." How is that complying to a request? Is that the kind of service one can expect at ***? Then buyer beware -- because it means *** is in no way responsible for guiding customers through the mailing process and it presupposes that customers must know in advance how certified mail is done. what if I had sent my teenage son to mail the package? 

  Secondly the *** manager claims: "The customer then took the addressed envelope and placed it into a photo mailer and did not rewrite the address or put a return address on it." That excludes the important fact that I asked the associate if that was the proper procedure. Quote: "The center associate then processed a stamp with certified tracer.." This claim really stretches the truth and imagination--in what universe can the the unprofessional, uninformed actions of the associate be consider as having "processed" the transaction (other than to take my money}? The "stamp with certified mailer"was not filled out by the associate--so where is the "certification." The whole account by the *** manager begs the question: Isn't *** responsible for the incompetence of its staff? What kind of service can one expect from ***? I think ***'s response is simply covering for their role in this unfortunate incident ad minimizing any responsibility on their part for what happened. there are two sides to any interaction, but they did not ***** what happened accurately. And we were not satisfied with their follow up or claim that nothing more could be done. We thought they needed more time to investigate. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 10/18/2024

  I understand that this situation is unfortunate and I unsterdand the stress that this situation has caused, but there is no resolution that I  can proved at this present moment that will be acceptable to the customer. As previously mentioned the envelope was processed through **** registered mail, and as per my conversation with a **** representative, all unaddressed mail goes to their "dead mail" section where there is no chance of retrieval. They did inform me that if there is something inside that could assist with the return or delivery of the mail piece then there is a chance of it being returned to the customer otherwise it is considered lost. If the customer would like a reimbursement of what was paid to the store then I can process that with no problem. I have seen that there are forms online that can be submitted for lost bonds, in which our store can assist with the notarial service that would be necessary, but beyond those things there isn't anything more that we can do. 

• Initial Complaint

  Date:09/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 September 16, 2024 at 1:45 PM, I came in to print an amazon return label from my email. I go to the printer, and it says internet is down. I go to the computer, and it says internet is down. The only way to get a print is to email to ********************************************************** (or something close to that email).I'm thinking I won't be charged the service since it isn't my fault their Internet isn't working; self printing is only $0.25. Well, they charged $4.00 for the printing service. I asked why am I getting charged if their Internet is not working. The employee had no answer. I walked 1.5 miles to get to the *** so I didn't have the option to not pay it, so I did.I should not have to pay for a service I would have never opted into if their store was operating correctly. That makes no sense.

  Business Response

  Date: 09/17/2024

  At our location we charge a fee at the self service computers since they are a time rental. Our computers were out of order due to a system issue with the vendor, if there was an internet issue we would not be able to access the email that they eventually sent. Regardless of if the customer decided to use the self service computer or email the file directly for us to print the price would have been the same, since both systems change a computer service fee. The only time a fee of $0.24 would be applicable would be if the customer wanted to make a physical copy of a pre printed page and had no need for the use of computer or phone to access the file.  

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  *** lied and never brought my package or left a note. I watched them on their app. The driver was parked by my home and never came. I get a text that there was an attempt. I'm home bound and have a camera on my door. The driver did not do his job. I watch the truck ALL DAY waiting. I'm complaining this time. Because im becoming more and more frustrated with *** and **** doing this to me. I want this driver reprimanded this time. This has to stop. I have to pay extra so that the driver has to knock on the door to get my signature. Because they do stuff like this. They sometimes will not even knock. They would just leave it in front of my door to be stolen. Then I get a text my stuff has been delivered and its missing. ***** as well. There are thieves in this 14 story building. I keep asking each company to stop leaving our packages in the hallway. But the driver refuse to stop. This building has not so nice people, who have next to nothing. I would love for someone to put some force into getting this fixed. I pay for my stuff and I expect to receive it.

  Business Response

  Date: 07/16/2024

  This complaint is misdirected. The customers issue is with the *** drivers who work independently from the UPS Store. We are a privately owned company and have absolutely no control over customer deliveries or packages. Any issues that they have would have to be handled directly by *** customer service, which can be reached at ********************

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I went to the UPS STORE at ******************* on December 2 to drop off three Amazon packages to be returned. One valued at $96. I had never done a drop off and so I watched the sales person scan each item that I had already packaged and label them. I went home and it wasnt until the refunds came through for two of the packages because they were in transit that I looked at my receipt and saw only two packages accounted for. Since then I have been given incorrect information on how only one tracking number should cover all three, to call *** directly via number they gave me knowing fully well that it was an automated message, to telling me to call back if that doesnt work so I can talk with a manager and when I did they said the manager wasnt there when they clearly knew that given how small the place is, to telling me that they dont know when the manager would be in the store again. I want *** to be accountable for these issues and to let me know what happened to my package. I am sure they have cameras and can see that three packages were scanned when I came in.

  Business Response

  Date: 12/13/2022

  When processing amazon returns it is at the discretion of the customer to let the associates know what items that they are returning. We have no control or idea what codes correspond to the items that are handed to us. If for any reason there is a problem with the return amazon has told us to direct the customer to amazon customer service. Since most items pare processed and sent out as a group of items we have no way of pinpointing a singular item, therefore the ONLY people that can help them is AMAZON CUSTOMER SERICE.