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:08/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was at the *** store as the *** driver was loading the truck. The lady helping me told him she had something else to go. I paid for overnight with 10 am delivery. When I tracked the package it wasnt picked up. I called and got the same lady. She said she couldnt locate it. I asked her what she did with it and she said she put it on the shelf. I told her to go look at the shelf and she hung up on me.

  Business Response

  Date: 08/18/2025

  On Wednesday, August 13th, at approximately 1:00 PM, a customer called The *** ********************** to inquire about a Next Day Air Letter shipment. The associate who answered the call informed the customer that the package had already been picked up by *** and was no longer in our possession.
  
  The customer responded with verbal aggression, yelling and berating the associate. Her voice was loud enough to be heard clearly by another associate standing roughly six feet away, despite the call not being on speakerphone. The customer continued to demand that the associate check the back, despite being informed that the package had already left with the *** driver. Due to the escalating hostility, the associate made the decision to terminate the call.
  
  The customer later posted a public ****** review falsely claiming that the store had stolen her package. In response, I personally reviewed our security footage, which confirmed that the *** driver received the shipment while the customer was still at the counter.
  
  To ensure full resolution, I also visited the local *** hub, where the letter was located. It had been temporarily caught in one of the sorting belts. I immediately filed a Service Guarantee claim with *** for the delay, and a refund for the shipping charges has been initiated.
  
  For reference, the customer's review and my professional response are included below.
  
  Customer Review:
  Its starting to look like they stole my overnight envelope. It never left the store although the girl responsible told *** customer service that it did go out (a day late of course). It didnt.
  
  My Response:
  I wanted to follow up regarding your recent shipment. After reviewing our security footage, I can confirm that the package was handed off to the *** driver while you were still at the counter.
  
  To ensure everything gets resolved, I also visited the *** hub in person. They were able to locate your shipment, which had become temporarily lodged in the sorting belt. Thankfully, its now back in the system and should continue on its way shortly. Additionally, I have filed a service claim because the package did not deliver on time, and you should be contacted shortly with a refund of your shipping costs.
  
  Please contact us at the store if we can be of further assistance.
  

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23743522
  
  I am rejecting this response because:

   

  The woman on the phone first told me she didnt know where it was. Then she told me she put it on the shelf. My question was why would she put it on the shelf if the *** guy was still there and she was supposed to give it to him. She refused to check the shelf.

  Later, she lied to *** Customer service telling them it missed the pickup and was going out that day. It didnt,

  This store is dishonest, and doesnt care about customer service. I will never go there again:

   

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