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:08/19/2025

  Type:Customer Service 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 handed over a high value item to an employee on 6/21/2025 to ship with a prepaid label and purchased a box that same day according to my bank statement. I walked out without the item on video. After exhausting all options with the Sheriff, store and corporate, I've come to the conclusion that the employee stole it. I'm letting it go but you need to look into that store. The item was lost but it never was scanned according to the store, but they said it may have been lost at the hub but corporate and the sheriff said no way it left the store if it wasn't scanned, and the receiver never got it.
  
  Claim Detail
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  Claim Information
  
  Check Claim Status:
  Document Processing Problem
  
  Status Detail
  Document processing problem
  
  Tracking Number
  ****************** Claim Type:
  LOSS
  
  Merchandise Description Number of Items Cost per Item
  SILVER MACBOOK AIR 13.3", 8GB MEMORY APPLE MCBOOK 256GB/SILVER/SERIAL SFVFGD463Q6L7 SKU 6418597 1

  Business Response

  Date: 09/16/2025

  Brian came into our store with his own label. He paid for us to package his item. We packed it and shipped it out.  About a month later he started calling us asking about the package.  We went over each step with him on what to do next. He did have a receipt; at one point he called and told us he had lost it. We have receipts available for each and every customer. He kept calling and accusing whoever would answer the phone of stealing his stuff. We kept trying to explain that UPS takes hundreds of packages each day from our location so they do not scan the items as they go out the door. This item would have been scanned at the hub in Latham. However, it wasn't scanned there so there wasn't a way to track it and no way to find it    He kept telling us that he had sensitive information on his laptop that would get someone in trouble for having it. Whatever that means. That is why he is so upset and wanted to file a lawsuit. He has called UPS and local law enforcement. They reached out to us and we explained everything to them. He doesn't listen when we tell him that the laptop left our building that same day.   We aren't a company that hires just anyone. We have trustworthy employees. The unfortunate truth is that packages get lost everyday and they can't always be found. We have done everything we can to help look for it but we can't UPS so we aren't able to go to the facility to look for it.  If you have any questions, feel free to reach out. Thank you, Kelly B****** Store Manager

  Customer Answer

  Date: 09/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not accept the business’s response as it contains inappropriate and unfounded implications regarding my character and the contents of my laptop. I entrusted my laptop—sold to ****************—and the package was in their custody for packaging and shipment. According to their own admission, the package was never scanned at the UPS drop-off point nor at the UPS hub in Latham. This lack of tracking indicates a failure in properly handling or handing off my shipment, which is both frustrating and unacceptable.Despite my efforts to work through the proper channels by involving UPS, local law enforcement, and the Better Business Bureau, the business’s response has been defensive, dismissive, and at times accusatory toward me. The remark implying something suspicious about the “sensitive information” on my laptop, followed by “whatever that means,” is inappropriate and disrespectful.While I understand that packages can occasionally be lost in transit, the lack of any UPS tracking scans beyond the business’s location raises serious concerns about how my shipment was handled. I expected professionalism and accountability when entrusting my valuable property to this business. I never imagined that simply dropping off my laptop at The UPS Store in Clifton Park, NY, would result in it going missing and me losing the sale.At this point, however, I have decided not to invest any more time or energy pursuing this matter further. I am closing this case with the hope that whoever currently has my laptop finds value in it.Thank you for your attention to this issue.
  Regards,
  
  ***** *******