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The UPS Store

Phone: (312) 431-1850

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
09/30/2014Delivery Issues | Read Complaint Details
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Complaint
My name is *********** and I processed the shipment of two packages at UPS store******* on November 28 and on November 31 of 2013, respectively. The correspondent tracking numbers are:
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Days before I moved back from Chicago to Mexico I went to the UPS store and hire their services.I contacted and paid UPS to ship both items to Mexico City, but the items never came to my new home in Mexico City. Contrarily, UPS sent back the dagmaged items to my former apartment in Chicago, but I was not living there anymore.

Since the items never came to my new address in Mexico, I submitted and handed a letter on January 25th, 2014, through a friend in Chicago (since I am already living in Mexico. Letter was received by Mr. *****, a store employee. As I understood some kind of investigation about my case was started by him. However, I haven't heard back from UPS on the status either, by email, regular mail or any other mean.

Mr. ***** asked my friend in Chicago to check the conditions of my items, the TV and the home theater and the PS3. My friend opened the boxes and noticed the TV had some cosmetic damage on one corner, however, it was working correctly. On the other hand, the home theatre was practically broken in pieces and not working at all. The PS3 console was in one of the boxes (as it was originally packaged), however, I don't know it´s conditions.

Thereafter, I decided to write an email to the store manager, a woman called******. She asked me to call her and I did. When I called her she was defensive and rude to me on the phone despite the fact that she ignored the nuances of my case. She only said "your items were delivered", but as I mentioned before, I hired UPS to send my items to Mexico City, my new residence and the items never made it.

I want to file a formal claim regarding the damages made to the home theater, the TV and the PS3. You can have all the information you need to prove I am right and ask UPS to demonstrate my items are not in Mexico City.


Thank you for your help,

***********

Desired Settlement
I would like to get a refund from the UPS Company, UPS Store 6337 or any UPS branch you decide should handle this, for the shipment service I paid for and was not done. This refund should summarize the value of the shipment service of the two tracking numbers provided above. These are, $220.78 dollars plus $256.38 dollars.

Secondly, I would like to file a complaint for the damages made to the home theater, TV and PS3 and a compensation of the market value of such items. This is an additional $2,300 dollars.

Business Response
Contact Name and Title:*******************, owner
Contact Phone: XXX-XXX-XXXX
Contact Email: *************************
The UPS Store and Corporation is very sorry for the confusion that took place with this customer. WE are very disappointed that we were unable to meet a customers needs. However, The UPS Corporation provides what we call "Pack & Ship Guarantee". This service is only valid when a customer allows "UPS" to conduct full service on a package, being that we pack the items to ensure that they are secure and handled appropriately. This is explained during every transaction. When a customer refuses the service and elects to pack their own contents being a standard, fragile or custom item, the Pack & Ship Guarantee Service/Benefit becomes null & void due to circumstances that we are unable to verify truly how the package was packed. Customers are advised against self pack. However, in this case the Pack & Ship Guarantee service was refused. Once again when opting out of the service you incur risk that by not being an experienced packer items can be damaged which UPS is not responsible. Millions of packages go through our facilities daily before reaching their destination. UPS has almost a 100% guarantee that packages packed by our experts arrive without any issues or damage. Once again this was explained in detail. We take pride in handling our customers with respect, care and professionalism. We do apologize for the inconvenience, however The UPS Stores are required to follow The UPS Corporate policies. Each claim is handled appropriately and are investigated to determine the outcome. The claim was denied by UPS Corporation.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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