ComplaintsforThe U P S Store # 5253

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a PMB from The UPS Store #**** on Sholls Ferry in ********* on 8/25/23.I paid for 3 months of the Premium Package. This included notifications of mail.I requested a box with 2 keys as I was going to be traveling and unable to access the box myself. They did not have one available and said they would make a second key for me to pick up the following week. I had a package delivered on 9/7 and did receive a generic text notification I had a package.I asked about picking up my second key and was told the key was not ready yet when I picked up my package on 9/8. I did not check my box as I had not received any notification of mail. Only the package at the desk. It turns out I had 2 letters that had been delivered throughout that week.I stopped back in again on 9/14 before leaving town. The second key had still not been made, and I discovered mail in my box. I spoke to them about the fact that I had not been receiving notifications of mail. They verified I was sighed up and my contact information was correct.I received a generic message on 9/21 and 9/28. I was receiving weekly mail. From 8/25 to 10/12, yet I only received 3 notifications even though I had 11 pieces of mail all dated with different dates during that time. I also rented the box so I could have a physical address to use with companies. It turns out, most systems recognized it as a PO BOX and would not accept it. I had to use my Aunt's address. Since they were not providing the services I paid for, I emailed the store on 10/12 and 10/17 requesting they close my box and refund my money in full. I received an automated email on 10/12 confirming my box was closed. I received the mail that had been in my box a few days later. But no one has responded to my request for a refund.I also submitted it to UPS.com through their site and received no reply from them either. I am requesting a full refund since they did not provide the services I paid for. A physical address and mail notifications.

  Business response

  11/29/2023

  Miss *************************,

  We would like to sincerely apologize for the issues that arose with our mailbox services. While a few of the issues were out of our hands, we will take responsibility and give ******************* a full refund of the services she paid for. We recognize that she did not recieve the full service that she was due, and have taken steps with staff in order to avoid this situation in the future.

  She opened a mailbox for three months in our store with the **************** which included notifications of mail and packages. For 3 month mailbox rental she paid $77.97 and a Set-up fee of $10.00 which totals to $87.97. This is the amount is being refunded to her. We have written the check for that total amount, and we now need a complete address to mail that check to. 

   

  Customer response

  11/30/2023

   
  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.

  My PO BOX in ******** is the address that can be used.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3 separate occasions, I have brought return items to be shipped to Amazon. This store advertises that they do this. Amazon also advertises that it is free to return items to The UPS Store to have shipped to Amazon.They continue to refuse to process these returns. The first time, they refused to process the return because they wanted the ** Code printed on paper, instead of on my phone.The second time they said they will not process the return because the item was not in the original manufacturer's box. It was in the Amazon shipping box.This third time, 8/21/23, they refused a return because the item was in the original manufacturer's box, but this time they demand it be in the Amazon shipping box instead.They simply refuse to process Amazon returns, which forces me to goto other The UPS Stores that perform the services they advertise. This place always blames Amazon for their policy, but it is clearly an issue of willfulness. I demand a written apology for refusing to perform services.When I spoke to the manager/owner and explained I would be taking my business elsewhere, his reply was, "So what? It's not the end of the world. We have plenty of other customers!"

  Business response

  08/23/2023

  I am sorry that ************* has had a negative experience here, however we process 200 Amazon returns daily. We follow Amazon's own rules to all the UPS Stores correctly.

   

  Amazon provides us with 2 types of QR codes to accept from the customers

  1) "No box or label needed" , In this case we accept the item as it comes to us, pack it ourselves and send it out to Amazon. Amazon reimburses us for that transaction.

  2) "Customer Packed" is a transaction where Amazon says the customer has to pack the item themselves and bring to a UPS Stores. Amazon wants to re-sell the item and they don't want to have any labels or markings on the Manufacture's box so they ask that the customer pack it in another or original box before returning it. For this transaction Amazon reimburses us the same amount as above. If we don't follow their directions *** corporate has told us that we will not be reimbured from Amazon.

  The concept of "Customer Packed" is understood by every single person that comes into our store, except for ************* apparently. Everyone with that type of QR coide brings their item in fully packed or buy a box from us. 

  We just want ************* to follow directions set forth by Amazon. We don't want to make money from ************* or anyone else for returns, Amazon pays us well for our services, we just want their directions followed or we don't get reimbursed from Amazon.

  Thanks

   

   

  Customer response

  08/23/2023

   
  Complaint: 20506866
  
  I am rejecting this response because:

   

  I brought the same item in 3x. 

  First--they wanted the ** printed on paper, my phone was not good enough, as it is at all other UPS Store locations. 

  Second--they said it had to be in mfg box and not shipping box.

  Third--same item, now in mfg box and not shipping box.

   

  They have refused the same return 3x. I've "followed the instructions/rules set forth by Amazon".

   

  I have been returning things to Amazon, via UPS Store for over 6 years. I follow the rules and instructions to the letter to avoid push-back from staff. Never an issue at any other location. 

   

  This location may process 200 returns a day, but they continue to refuse to process my returns. 

   

  I'm not sure if this is some sort of personal matter with the staff, but I'm a customer who just wants the ********************** and its employees to adhere to Amazon's return policy. The fact that they refuse costs me money to drive to the next location when I can walk to this one. 

   

  Horrible customer service at best, as they blame me in their response. 

   

  Their attitudes when rejecting my returns is unpleasant and arbitrary. 

   

  I've never once have asked them to ship something in the wrong box. Both times, they refused to sell me a box to make the return in. Citing that without a separate shipping box, they will not ship it. But they sell boxes, I ask for one, they refuse to sell me one.

   

  When I took this up with the manager/owner, he actually suggested I go dumpster diving for "any box". Um..I do NOT dumpster dive and I am appalled that he would even suggest such a thing. 

   

  I've paid for many services at this store. There is no reason to suggest that I'm a dumpster diver. I work for a living. 

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

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