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:12/10/2024

  Type:Product 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 on October 17th to ship a box to my mother unaware UPS could not send creations. The lady at the register asked to normal questions does the box have any aerosol cans liquid or fragile items I said no and proceeded on with my payment. A couple of hours later they called me to come pick my box up because it went through the scanner and noticed it had cremations in it and could not be sent. The lady told me the owner has to refund me. I placed 3 or 4 phone calls to them without a return call. I then went up there today 12/10/2024 to have the owner tell me he wasn't refunding me because I am supposed to tell them everything in my box. That was never said to me and I answered all the questions that were asked in honesty. You didn't ship my box i would like my refund as I shipped elsewhere.

  Business Response

  Date: 12/21/2024

  To whom it may concern:

  We are writing to answer the letter we received about a shipment for *** ********* Our employees are trained on all shipping processes. We go through a training video and test, then are trained in store by an employee who has done the same. When we do a shipment we ask the customer what they are shipping. When they are done telling us we are trained to ask if there is anything else such as alcohol, perfume, hairspray, money, gift cards, or tobacco. We ask about these because these are the most common items we see people try and ship. If we went through the whole list for each customer we would not be able to run as efficiently. When the customer was asked what she was shipping she said a bear and a frame, we then asked if there was anything else, she replied no, then we listed those items. She again said no. When we shipped the item it left our store and was stopped by security. Instead of destroying it they called us and told us to call the customer and let her know she can come back in and pick it up so that she did not lose the remains. When she picked it up we did let her know we could ship the bear and frame just not the remains, she declined. If the customer would have told us everything that was in the box it would not have shipped. There is a list on UPS.com of prohibited items for the customers to access before they ship to prevent this type of situation. The terms and conditions that the customer signed says "We do not accept hazardous materials, illegal items, or articles of unusual value including but not limited to cash. Since the remains are priceless that can not be shipped.

  When the customer came and picked up the box she asked about a refund and the manager told her that there is no refund for items shipped out and stopped because we did our part but it was stopped due to inaccurate details of the items. Security usually stops it and then destroys it but they gave her a chance to have the remains back. When she came in and talked to the owner he said the same thing. If she had told us the remains were in there she could have taken them out and shipped the bear and frame or just cancelled the whole shipment.

  We are enclosing a picture of the prohibited items poster displayed for the employees in the store, a picture of the prohibited items on UPS.com. a copy of the customers shipping details and a copy of the terms and conditions the customer signed.

  Please let me know if you have any other questions. 

  The UPS Store ****

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

• Initial Complaint

  Date:03/13/2023

  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.

  I had items shipped from this UPS location I had them packed them I had them box them I had them shipped them to Virginia upon receiving them in Virginia it was a sign delivery 90% of the items that were shipped were damaged severely there was little to no packing in the boxes I took out $1,700 worth of insurance they packed it they boxed it they shipped it it was damaged and they will not pay out on the insurance nobody will return my phone calls I've gone in there then tried to talk to them in person they are extremely rude when I go in there they tell me that the people I need to speak to or not there I have sent in every single thing they've asked for pictures shipping labels photos of boxes photos of items in the box with the packaging still haven't got any word the only thing I did was get an email back that said that I will have to deal with this store because it is a franchise store and every time I call there or go there I get no help at all everybody there is extremely rude and they've lied to me and told me that they didn't do anything to the items in the boxes that they were damaged before they got there all of these items were brand new

  Business Response

  Date: 04/05/2023

  BBB Northwest Ohio & SE Michigan

  Per your letter of March 27, 2023 this is the first knowledge of this complaint from the BBB which arrived today, April 3, 2023.  Regarding the shipment place by ****** ****** 10/25/22 and the contents therein.  The items were packed with shipping air bags and placed in a shipping container in this location.  There was no means to scratch or damage the contents as the items where each surrounded by air shipping bags.  The rim damage was also not caused by shipment as the rims were shipped edge to edge and could not be damaged.  This UPS location trains all employees on proper packaging techniques and the person who packed the items was trained per UPS protocol.  UPS has reviewed the documents per the claim review process twice.  Each of the two reviews resulted in a denial of the claim.

  The customer has visited the store and been informed directly that the damage was not caused by shipment and therefore no claim can be made. The most recent visit resulted in use of the Toledo Police department to respond to the aggressive behavior demonstrated by Mr. ******.  A police report was filed and Mr. ****** was asked not to return to this UPS location in the future. 

  Reply as needed to resolve this complaint in a timely fashion.

  Sincerely,

  **** ******** Franchise Owner

   

• Initial Complaint

  Date:07/27/2022

  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.

  Today July 27th I went the UPS store at **** ********* ******* *** * ***** *****. I was there to make a return for **** and ******. **** gave me a code, but it was not working. **** who was the worker at this UPS said "can't you see this it says in store code" I explained this is what they told me to use. I said ok I will step aside and do a chat with ****. I finished and wanted to do my return for my other 4 packages for Amazon. I said ok im.ready. **** walked around the store as if I wasn't standing at the counter. He never acknowledged me again. I said again I am ready **** said nothing. I don't want to think this is racial issue, but standing at the paying counter and stating I am ready and him unhooking things, and acting as if I am not there is not ok.

  Business Response

  Date: 08/02/2022

  Per your request dated July 27, 2022 regarding ID ******** lodged against the UPS Store#5460 see response below:

  As a UPS Store we process various returns which include ******, ***, etc.  In the complaint the customer presented a quick response code to request a **** return.  Next to the quick response code the document said present this code to a **** employee to process the return.  UPS does not have access to process **** returns and the customer was directed to respond to **** to determine next steps to return the item.  The customer left the counter to contact **** and no further interaction was taken with the customer.  This response was reviewed by both **** and another employee who observed the transaction.  Neither **** or the other employee have any knowledge that the customer returned to the counter to request further action to complete return or any other interaction was taken.

  Thanks for your review if this incident and reply as needed if further action is needed.

  The UPS Store#5460

  **** *******

  Customer Answer

  Date: 08/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: I will be sending the video I took once I noticed he didn't acknowledge me back at the counter. You can also review your own footage that I returned back to the counter. After I said ok i am ready for the ****** order return. I starred recording bc I had a feeling **** was ignoring me. Also the other worker was in the back sorting and was to the far left and could not see me, so how she viewed anything is weird. I will forward the video that I recording and you can hear me say " ok, I'm ready" a 2nd time. I went to another location and I was the 2nd person that day to complain about your store and come to find out your locations gets many complaints. No worries I won't be returning. Have a blessed day and once I am home and have my cell I will attach, currently away from my personal cell phone. 
  
  Sincerely,
  
  ********* *****