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Business Profile

Parcel Post Assembly Services

The UPS Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Parcel Post Assembly Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:06/05/2023

    Type:Product Issues
    Status:
    Answered
    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.
    On May 30th, 2023 I brought a package to the UPS Store located at *********************************************************************************************. The package was going to St Martaan. As there was not a zip code the **************** Representative who was helping me looked up the address and confirmed there wasnt a zip code and typed the address as shown to her on her computer. She handed me paperwork to sign as it was an international package and I requested a 2 day delivery which was available and paid $****** to have it shipped. Instead of going to St Martaan it went to ***************. Puzzled as to why it went to *************** when it says St **************** looked up on a *** website that the words Antilles should not be included in the address which it was. I wouldnt know this information as I do not ship packages anywhere but you would think that the UPS store which is contracted by *** to ship for them would know the international guidelines if they are responsible for send things out internationally. *** told me that as they have a contract with the UPS store that they would have to pay to have the package shipped back to their location on ************ in ***************, print a correct label and resend it and incur any charges thereof. They would not take a request from me to do it or accept payment from me. They said the UPS store is directly responsible because they should have known not to print the label that way. Both *** and I (via telephone) asked them to file a request to get the package sent back and incur the charges and they are refusing to do so, causing me not to get my package that I paid ****** to get shipped and they sent it to the incorrect country!This store apparently randomly ships packages internationally for *** without knowing the proper guidelines stated and then does not want to take the responsibility for it.The manager was rude and interrupting and promptly hung up on me saying they were not paying any of the charges

    Business Response

    Date: 06/30/2023

    The customer brought in a package to be sent to ***********.  We processed the shipment according to the address provided by the customer which was signed off as the address she requested the package to go to.  Apparently, the address given to us by the customer added the initials ** at the end.  The customer called upset that the package was sent to *************** because of the ** on the address.  We do not have the capability of finding out the correct addresses for other countries in our system, other than if *** carrier can ship there.  The customer was shown before processing the address and it was signed off as being correct.  The customer was very upset with our ********************** over the delay in the package arriving because of the address and customs.  We worked together to resolve the issue and the owner to get the package where it needed to be.  The package arrived to St. Maartens on June 13th and the customer  was notified of the delivery.  I have provided documentation of the incident over the shipment. 

    We always work with our customers to resolve any issues that *** occur even when they are beyond our control.  We are The UPS Store (retail) and provide service for those customers wanting to ship through *** corporate.  I hope that since all matters of this issue have been amicably resolved that this will satisfy the complaint.

    NOTE: I received the first notification on the 28th of June and the second on the 29th.  I would have responded earlier had the post office delivered the mail in a timely manner.

     

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