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Business Profile

Mailing Services

The UPS Store #3397

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mailing Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:04/02/2025

    Type:Delivery 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.
    4/4/2025
    ** * *** ** *** **** ******* ** ***** Phone:***** ********

    On February 12, 2025 I bought a $300.00 Visa gift card. I took it to the UPS Store in Beavercreek and paid $16.00 to have it sent to a friend in California. I was told by the employee at the UPS store it would take 7 to 10 days to reach its destination.
    After a week my friend had still not received the gift card. After tracking the card using the UPS tracking number. I found that it had arrived at the UPS facility in Arora, Colorado on the 14th of February. Since then I have checked numerous times and it is still delayed in Arora, Colorado.
    I have exhausted every Avenue that UPS offers to trace the shipment and I have learned absolutely nothing. I finally filed a claim to see if I could recover the cost of the gift card. That was more than a month ago and I have heard back from them. I have not even received an acknowledgement that my complaint was received.
    Two months have past. I have concluded that my shipment was either lost or stolen and I have serious doubts that I will ever be compensated for my loss.
    In closing, I would like to say that UPS has absolutely no customer service and they have no system for handling customer complaints or for compensating customers for lost or damaged shipments. If you do business with UPS, you do so at your own peril.

    Sincerely,

    **** ****** **** ****** **** ******* **** ***** ***** ********

    Business Response

    Date: 04/21/2025

    All shipments are picked up at The UPS Store by UPS for delivery to their destinations. The UPS Store and UPS are two different companies so once the packages leave the store, UPS is liable for any applicable and covered problems that may arise.  As stated by the customer, this shipment left our location and made it to Colorado, so UPS did have it in their possession which relieves The UPS Store from liability for the package. When a shipment is lost, UPS typically covers the declared value of that shipment, however gift cards are not covered for loss. If the customer tells our employees in store that they are shipping a gift card, our employees do let them know that gift cards are not covered for loss. Gift cards are viewed as the same as cash. In this situation, it appears that the customer described their shipment as a "card" and did not add any additional value. I have attached all documents pertaining to the shipment. The description of goods is at the top of the PSO Terms and Conditions which the customer signed. The Limitations of Liability are included as well as some information about filing a claim with UPS. It is correct that UPS does not cover gift cards.

    Additionally, the customer did not come into the store and speak with the manager of our store for any type of assistance from the store level. If he had, our manager would have attempted to assist him if possible. Unfortunately, in this case there would not have been any other course of action except to apologize to the customer that the package was lost. 

    Customer Answer

    Date: 04/23/2025



    Complaint: ********



    I am rejecting this response because: The response of UPS is about what I expected. They've created a convenient system that absolves the individual stores from responsibility. I realize there's not much more you can do. Thank you for the effort. I have written a letter for the president of UPS but I haven't sent it yet. I will send a copy to you (*******) later today. I really don't expect to get any sort of a positive response. I would just like to do everything possible to solve my problem and to prevent others from being taken advantage of. UPS obviously has a culture of dishonesty and incompetence and it seems that they are OK with it.,



    Sincerely,



    **** ******

The UPS Store #3397 is NOT a BBB Accredited Business.

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