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:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 paid an annual fee for a personal mailbox in July of ********************************** January 2025. I reported each time I received a notice that my mail was returned to sender or tracking details said it was marked undeliverable by UPS store 5269 and I was told that wasnt true by store associates. I picked up my mail April 18, 2025 and received mail with other peoples names on it in a bundle given to me by an associate with the surname Marbles. She told my box was closed by **** and I did not receive a refund for the rest of the year. I received no notice of closure prior to my visit. I emailed the store and was told in a reply email it would be investigated and I would receive 6 months free box rent. The email was odd because it was a general email signed store team. I was waiting for important mail from state and federal agencies such as a passport and checks and again I received notices that I needed to update my address that my mail was being returned. I also noticed mail I was expecting was lost and missing. I called again April 28, 2025 and was told again by the acting manager my box was closed. Again they denied I wasnt receiving my mail and the woman hung up on me. I called back multiple times and it went straight to voicemail. I returned to mail given to me erroneously by the store associate as she demanded. I have not been able to get in contact with the store manager *** ********* or ***********. I believe the store associate gave an alias and fake name for the manager to avoid accountability. No one from the store called or emailed again.

  Customer Answer

  Date: 04/29/2025

  Email from ups store only written  communication received since renting my box in July 2024. Ive initiated all communication over the last 6 months by calling at least twice a month. *** requested a refund more than twice. 

  Customer Answer

  Date: 04/29/2025

  BBB please remove attachment 
   IMG_7811.png the first attachment it was accidentally included and has sensitive personal information that was not edited. 

  Customer Answer

  Date: 04/29/2025

  This is the only mail I received in months at the UPS store and it belongs to other people. It was given to me on the day of my visit in April 18, 2025. The store associate surname Marbles gave it me the Mail in a bundle. That same day the store associate verbally told me my box was closed. I received no prior notice of this. I was told **** closed my box due to not filling out a form. I called **** and a postmaster named ****** said only the UPS store can close boxes, **** only delivers mail. She also said the they dont give mandatory forms to box holders. I had to mail the postal items back. 

  Customer Answer

  Date: 04/29/2025

  Mail received from ups store associate April 18, 2025. 

  Customer Answer

  Date: 04/29/2025

  I cannot see or add additional attachments if these are duplicate I apologize. One is the email received from *** and the other is the mail given to me by the UPS store associate. 

  Business Response

  Date: 05/12/2025

  Dear Customer,

  
  First, we would like to apologize for any confusion or issues that arose completing the 1583 Form for your mailbox. A new form was issued by ****, which required us to have all applicable Mailbox holders re-complete. We endeavored to contact all customers, including calls and emails, starting in January 2025. We also left at least two physical notices within the mailboxes in January and again in March. The 1583 form is a requirement, and **** reserves the right to stop any **** mail being delivered to our mailbox holders, where the form has not been completed and returned within the deadline. In this case, by April 1st, 2025, and by April 8th, any outstanding were closed out in our system, though we continued to retain all mail to give our customers longer to resolve. We understand that you are waiting on important mail, or mail was returned, though to date we have not returned any mail that was intended for your mailbox. The manager was on vacation at the time, though remained actively involved as we worked to resolve this issue for you, and we are pleased to see this has been achieved. Your mailbox is now re-active and for the issues you experienced we have given you 12 months for free, on top of what was previously prepaid for. We do work hard to ensure we deliver a great experience for all our customers, and we do apologize that we may have fallen short delivering this for you. We strongly recommend our customers frequently check their mailboxes, though we have moved to implement a more rigid system so that important notices are relayed more effectively via phone, email, or/and mail.
  
  We are grateful that you have chosen to remain a customer of ours and look forward to continuing to be here for you. 

  Kindest Regards, 

  The UPS Store 5269

  Customer Answer

  Date: 05/12/2025

  April 29 at 4:50-5:00pm We were called by a man named ***** or ***** who says he was from the palmyra store. We asked how he got out contact information and he said from our forms we filled for our box. He then said the *** was sold recently and paperwork was lost so our box was inactive which doesnt explain it having mail for other people in it. Also if they had our number and contact information why didnt they ever call or email before closing out box? We requested a refund and were told to fill out the same forms and provide two forms of ID again. We filled the same forms we had to sign to obtain the box in first place. This process happened on the following day. We were again only offered 6 months free box leasing and to date weve not received mail in our name. Or any notification of mail when we call. We proved evidence of tracking to show mail was returned by the store and marked undeliverable. 

  Customer Answer

  Date: 05/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  J ******