Complaints

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• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair 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 have ordered a pair of shoes from the **** website to sell on the **** app for the amount of $330 , I went to the ups store in white oak Pa march 20th 2025 5:23 pm to ship the merchandise but the *** associate mistakenly switched the tracking labels so my packages went to the wrong address

  Business Response

  Date: 05/09/2025

  Good Morning,

  My name is ****** ******* and I am the owner of the UPS Store in White Oak.  I am responding to complaint #********.  

  I have attached Ms. ******* ***** Demand Letter, Tracking number label 1z196v8r909381 as she indicated in her demand letter.  This tracking number label was sent to our email to print on Thurs. March 20, 2025.  I have also attached the tracking number QR Code, 1ZR08H699015304317, that she also referred to in her Demand Letter.  HOWEVER, as you can see by the attachment that this was EMAILED over to ** NOT on March 20, 2025 BUT on March 24, 2025.  With this documentation there is no way possible WE would have mixed the labels up.  All packages that are brought into my store on Thurs. 3/20, would have left with our driver on that day.  Again, all packages that would have been brought in on 3/24/25 would have left that day.  

  Ms. ***** referenced 2 tracking that was sent out on 2 different days, there is no way we would be at fault and responsible for this mix-up.  Could it be possible that Ms. ***** mixed up the labels with what she brought in?  

  Please reach out to me, regarding this if you have any question, ************.  I take pride in running a great business with excellent customer service. I know by the documentation, that we are not in error.  

  I spoke with Ms. ****** and suggested to her to call the actual company that created each label, as these are considered drop off packages only.

  Sincerely,

  ****** ******** Owner

  Customer Answer

  Date: 05/09/2025

  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.
  
  
  If the tracking numbers werent mistakenly misplaced then the packages would have been delivered to the CORRECT ADDRESSES with NO ERROR, also both packages were CLEARLY dropped off SAME DAY because if not it wouldnt have been able to be mixed up. Mistakes happen but its not my fault an associate didnt label the packages correctly, I also shouldnt be responsible for someone elses mistakes. Maybe more training for employees so this doesnt happen to anyone else. 

   

   Regards,
  
  Secarra *****

  Customer Answer

  Date: 05/14/2025

  On March 20, 2025, at approximately 5:23 PM, I dropped off two separate packages at the UPS Store located in *********, ************. One package was intended for delivery to Amazon 
  
  while the other was addressed to *********, ***********
  
  Unfortunately, due to a mistake made by the store personnel, the tracking labels for these packages were switched. As a result, the package intended for Amazon (1Z 196 V8R ************)  was incorrectly shipped to *********, **, and the package intended for Teterboro Nj 
  
  (1Z 977 47E 03 0142 7162) was sent to ******. This error has caused both packages to be delivered to the wrong locations.
  
  I am requesting that the UPS Store take immediate action to track both packages and have them returned to me. If the packages cannot be recovered and returned in their original condition, I am requesting a full refund for the mishandling and resulting loss.
  
  This situation has caused considerable inconvenience, and I expect a prompt resolution. Thank you for your attention to this matter. 
  
  
  
  In my previous complaint I understand how I may have caused confusion because I mistakenly sent the tracking number for a package that was shipped on march 24th (UNPK-1ZR08H699015304317) instead of both of the above tracking numbers that were dropped off the same day (march 20th) 
  
  

  Business Response

  Date: 05/14/2025

  I have submitted all attachments to this issue.  Ms. ****** is not saying that she did not send over the proper tracking in her DEMEND letter to us.  Again, I can not take responsibility for the mislabeling due to the fact that Ms. ***** would have been present when we not only printed out the labels but ALSO, please the labels on the said packages on in front of her.  I can not contact *** or ****** as I did not generate those labels we only printed them out as directed by Ms. ************ When speaking with Ms. ***** last week or so we told her that she will need to start a claim with *** or reach out to them directly AND she will need to reach out to the other vendor, I am assuming it is AMAZON.  Amazon, ***** Goat, *** will not speak with me, as i did not generate the tracking number we only printed out what she emailed us.  These packages where Drop offs, not shipments.  I am a small business and NOT ***, I am the UPS Store.  The original vendor, whoever it may be, should be able to help her start a claim.  she would have recieved a drop off receipt from us and that is proof the the original vender that she did drop them off. Since neither one of those packages were not generated from my store, i can not start a claim, nor reach to the vendors that did supply her with the labels.  she dropped them off just like if she would have dropped them off at a ***** box or *** box, or **** box.  

  I hope this helps rectify the issure and Ms. ***** reaches out the the vendors and follows the proper procedures that need to be done.

  Thank you!

  ****** ******* Owner

  Customer Answer

  Date: 05/15/2025

  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 have reached out to Amazon and Goat also but YOUR ASSOCIATE is the one that made the mistake so small business or not you all are the ones that should have to fix it. Also you werent there to keep calling me a liar , just because its your policy doesnt mean that it was followed, if it was , my packages certainly wouldve arrived at the correct location. Also if you read to understand instead of just to respond you would see **** had nothing to do with the situation, that is just where I bought the shoes from. They delivered the package to me with no problem. The problem is the labels being switched (no way they couldnt have been switched because they clearly went to the wrong place) now due to your employees mistake I have to go through all of this just to get my refund. I have no choice but to take it to court. Have a nice day !
  
  Regards,
  
  Secarra *****