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:09/12/2023

  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 am writing to file a very serious complaint against this place. I have already talked to the owner, but I am reaching out here because of what has happened and how I have been treated, including by the owner himself. I have had a mailbox with this store for a little over 2 years. When I first started things went great, and then this year was the year that everything went wrong. It started off as little things, like my mail being shoved into my box and it being damaged when I pulled it out because it was too big for the box. Then over the last few months it escalated to my information being posted on other peoples packages and vice versa - because somehow the employees couldnt read and put my slip on my package. I complained and had issues, but then it got to the point where they wouldnt even notify me that the packages were there, I had to see that they had been delivered in the emails myself, and then I had to go in and show them the emails from the companies saying the package had been delivered and THEN they would give me the package. I made it clear I was not happy with my information being on other peoples boxes which shouldnt have even been a problem in the first place , my concerns werent heard. It came to a head when a very important package had been delivered last month to the UPS store, and when I went to pick it up, the same issue occurred. Except this time I was informed the company never delivered it. I had to track down proof (me, not them) that the package had been delivered and when I presented the proof they said they lost the package. When I pointed out that someone else had my name on their package I asked them to track it down and the employee ****** laughed at me and said I was stupid for suggesting it. I lost expensive items related to my school that the UPS store lost. Magically the next day I get a call saying the same package I had asked them to track down did indeed turn out just like I saidthey put someones name on my package and they had returned it, opened, damaged. I was furious. More so because I asked them to contact the person that had my sticker and ask for it back and they refused, and of course I couldnt do anything about it. I closed my mailbox and returned my keys (the owner was well aware that I wasnt renewing) and yesterday I went to forward my mail. The post office said they couldnt because it was a ups store and sent me back to them. I called the ups store and ****** told me that they didnt forward mail and I was screwed and that someone else had come in a few days prior with the same issue and she gave the same answer. I went back to the post office, the manager there called the store and told them to hold my mail because they couldnt do that. Today I got 3 calls in a row from the owner, said he refused to forward me my mail and that was all there was to it. He said I had no right to ask them to hold it (to which I informed him I didnt, the post office lady told them to) and asked him what I was supposed to do because I obviously need my mail. He said hed check my contract again but he wasnt obligated to do anything and was just going to send the mail back to sender. He said hed look at my contract and get back to me. He called me back later to say he could indeed forward my mail but it would cost me every day he had to do it. I was in tears - I was never informed that I couldnt forward from a ups store. He threatened me. The way I was treated - the money I have lost because *** messed up repeatedly - and all the owner saying was that he had a high turnover rate and that was all there was to it. I paid for a secure box. I paid to receive my packages undamaged. I paid to be notified of when my packages were there not me having to provide proof because they wouldnt. ****** would constantly laugh at me and I often left in tears, she would give me packages and say I was good to go and shes sign it out, Id come back in the next day and shed tell me that I never signed and wouldnt give it to me and when I said but you said I was good to go, shed say and I quote Its funnier this way. *** dealt with the manager, *** dealt with the owner. I did not pay to have my information given out to other people. I did not deserve the way I was treated by the owner himself, and when I said I was trying to get ahold of him later this morning he said very nastily that he already called me 3 times and that was good enough. I said I was sorry but I was at the doctor and he didnt even leave a voicemail. He does not deserve to be an owner there. ****** would get on the phone with **** (the manager) in front of me and explain that my packages were missing- and I guess **** didnt realize she was on speakerphone because she said that I was misinformed because lasership always loses packages. I told her I had proof it had been delivered - and she said Id have to take it up with them. That same package the employees had given to someone else and it cost me a lot. Had they just listened I wouldnt have had to deal with a mess they blamed me forbut was their fault. Another employee said they lost my package and gave me a phone number to call and said I had to do it myself - I did tell this to the owner and said it was absolutely unacceptable for them to do that. For something THEY MESSED UP. I have been harassed, mistreated -a paying customer.

  Business Response

  Date: 09/20/2023

  This complaint is not about our store. This is the 2nd complaint I have received for the other UPS Store. The store that this complaint belongs to is located at ************************************* **********, **. *****. The owner's name is *****************************, and the store number is ************. Please update this file so we stop getting their complaints and so that we are not penalized by their actions. 

  Business Response

  Date: 09/26/2023

  Good Afternoon!  ***** also sent this complaint to The UPS Store Corporate back in June 2023.   The response below is what I sent to corporate.  
  
  I am happy to supply you with our account of the below-mentioned issue. 
  
  I want to preface this with, this situation is not the first I have heard of an issue with this mailbox customer. I was notified several months ago by several of my associates about how they were being treated by this mailbox holder and her overall demeanor when coming into the store. My manager and I made the decision to allow her mailbox to continue with the current term and then not proceed with any renewal. I see now that was the wrong decision.  
  
  This mailbox customer has been with us since December 16, 2021, a year and a half. Not over two years. This is important because it begins to paint the picture of how this mailbox customer has been since December 16, 2021 - dramatizing basic information. This mailbox customer renewed her mailbox every 3 months, if at any time she wanted to be released from her term we would have GLADLY allowed that. It was never requested from her. 
  
  
  This mailbox customer, to her own admission, would track her packages to the store, coming in minutes after her packages were delivered. While my associates are efficient, this is also a store open to the public, not only this mailbox customer, and it would take more than a few minutes for the mailbox packages to be scanned in, which would then send the appropriate notification. 
  
  
  This situation specifically, referencing a "very important" American Eagle package, I've attached the screen shot of this order,  that was delivered by Laser Ship. My manager was contacted (on 5/24) by a store associate regarding the tracking showing delivered but that it could not located in the store. My manager, having dealt with this mailbox customer many times before, and specifically with Laser Ship packages, did tell the associate that Laser Ship has a habit of marking an item delivered and was actually not delivered. My manager had no way of knowing if this was the case with this specific package but was simply going off of 3 prior situations with this mailbox customer regarding a Laser Ship package.
  
  
  My manager came in the next day (5/25) to look into the missing package, as she told the mailbox customer she would do, and could not find any evidence that the package, or tracking number, had been checked into *** (package management system). The manager spoke to the two associates who were in the store when the delivery happened, and one of them remembered Laser Ship dropping two packages off, however only one was accounted for in ***. We have the ability to track a tracking number within the *** system to in fact see if it was checked in under a different mailbox customer. As stated above, the tracking number for the package in question was not in ***. After speaking with the associates, we came to the conclusion, we the evidence up to this point, that the package was sent out with *** in error(this would later prove to be incorrect). The manager immediately reached out to the mailbox customer and told her, after investigating it would appear that it is no longer in the store. We immediately made it right with *****, asked her to send over the proof of value for the "very important" package at witch time we wrote her a reimbursement check for the lost package. While on the phone the mailbox holder did express concern about not getting her packages, my manager asked if this was the first time that she actually did not end up with her package, the mailbox holder confirmed that this was the first time. This is also important information as it continues to paint the picture of the dramatizing and that out of all the other times that she said her package was in the store, it was in fact not and delivered later in the same day or sometimes even the next day.
  
  Moving on to later in the day (5/25), another mailbox customer brought in the "very important" package that had been checked in under her box. As soon as this happened, I immediately called ***** several times to notify her the package was back in the store with no answer so I sent her a text message stating same.  I had previously spoke with ***** the afternoon of 5/25 via my cell phone because I was out of town at the time.  During my long phone (5/25) call I had with *****, she expressed her concerns with how her packages were being handled and apparent issues she was having with my staff at which time I advised her I would speak with all employees involved.   Also, during that call, it was very clear to me that ***** was in emotional distress by ranging from understanding and accepting the explanation to being enraged.  At this time, I realized to best thing was to peacefully remove myself from the conversation at which I successfully did.  
  
  In regards to her accusations of how my associates treated her - my associates are in no way perfect. However, they would NEVER and I mean NEVER speak to any customer in the manner she is claiming. What my associates did do was anything to make their interactions with this mailbox customer brief and efficient. This mailbox customer, who "I have suffered mentally because every time for the past few months I have gone in there I have had nothing but issues" has been in the store multiple times a week, shipping, doing returns, having things printed. I wonder, if this store was so horrible, why would she continue to bring her business to us? 
  
  This mailbox holder has been disrespectful, abusive and rude to my associates since December 17, 2021. ****************** believes that belittling and abrasiveness is the way to get her way.  We were fighting a credit card dispute initiated by this same customer for two shipments she shipped through us.  Our card service denied her dispute.  She is dangerous to every The UPS Store associates and franchisees who are simply trying to work or grow a business. Again, while my associates are not perfect, the lack of complaints that this store, ****, has received, paints a completely different picture from what this mailbox holder does. 
  
  Regarding the check/package reimbursement, on 5/26 I responded *****'s text asking her to reimburse me.  This was after I learned from my manager, **** that ***** told her I said she could keep the check which was completely false.  During our text exchange ***** stated she didn't understand why she needed to reimburse me after my store screwed up.  She later offered to pay me via credit card because she didn't have any checks or cash which I declined.  Fast forward to Friday 6/16, (one day after she closed her box) ***** called the store requesting to speak with a manager about mail storage. After numerous phone calls back and forth, I was finally able to get her on the phone.  I explained to her it was in all of our best interest to not pursue further business arrangements which she agreed, then I asked about her reimbursing me for the check she deposited.  She begin to get angry but still offered up her credit card.  I explained to her I could not make up a charge and take her credit card and the fact she would possibly dispute the charge.  She then stated "I don't have any checks so I don't know what to tell you then" I told her she could get a cashier's check from the bank.  She still sounded like she did not want to pay so I told her either she pays me or I will have to pursue another method of getting payment from her.  A few days later I received a check via mail from ***********  I recall her saying several times she did have checks but that doesn't look like the case.  I'm willing to supply the saved text messages if need be.    
  
  This situation has already been resolved with the mailbox customer, she received her "very important" shorts and pants, she chose to not renew her box and reimbursed me for the money that she tried to keep.  I do not think it's a good idea for me to further communicate with ***** because of her state of mind and untruthfulness.  I also do not take these false allegations lightly and if this continues, I will be forced to take civil and or legal action against her. 
  
  Sincerely, 
  *****************************