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:28/03/2023

  Type:Delivery 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.

  Tracking# ****************** (original)
  Tracking# ****************** ( tracking number for return of parcel) I shipped a parcel to ITALY on Feb-07-2023 and paid $418 and been told that the parcel will be delivered on Feb-16-2023 but parcel just waited in the Italy custom for more than 25 days and every time I try to contract the customer service help line they just told me to wait and shake their hands for saying that they can't do anything as this is overseas and they can't help it, and also when the issue went to international department then the ups custom in Italy said that they try to contact the receiver and didn't get any response from them but the receiver did reply to the 3 emails the UPS have send to receiver but the ups ends up sending the parcel back to me as I was the sender by giving the reason that they cannot locate the receiver.
  
  So I called the helpline number again to ask for the process of refund so they directed me to wait until I receive the parcel back which I end up receiving the parcel back to me on march -23-2023 and I did call the customer service on Friday the march-24-2023 and they said they did process the refund and I will get and email with in 24 hours about my refund, nothing came on so I called them again on Monday the march-27-2023 and they said the same thing that they did processed the refund now and I will get an email about the refund with in 24 hours but here I am sitting on zero with nothing and they are just telling the say lie every time and if I ask the helpline number that please connect me to supervisor or manager on duty then they end up saying they are in meeting all the time.
  
  I really need help for this as I paid $418 and wasted month and half and seems like no help from them.
  
  I am also attaching a copy of UPS invoice.

  Business Response

  Date: 04/04/2023

  I am responding to the complaint against the UPS Store in Prince Albert, Sk.  Case ID ********

   

  The UPS Store is a business franchise that utilizes the shipping services of UPS, *** and ******.  Attached you will find documentation pertaining to this shipment sent by ******.  A PSO for shipping is always completed for all shipments containing information for that shipment.   Those shipments leaving Canada have specific forms which are to be completed to cross the border.  ****** did not purchase insurance however did request an adult signature when the shipment arrived to her brother in Italy.  The email addresses were also included which would notify them both of the status of this shipment.  It was shipped on February 7, 2023 and the expected date of arrival was February 16, 2023 end of day providing there were no weather delays, custom and duty delays as well.  There are always customs and duties to be paid by the receiver which is determined by customs (the UPS Store has no idea as to what this amount would be).  ****** was aware of this.  The shipment was in Italy on February 10^th and they attempted several times to contact Mr. ******** according to the information provided on the tracking number which can be accessed by signing into the UPS Shipping Website.   ******’s  brother has lived in Italy for over 20 years so he is fluent in Italian in both reading, speaking and writing.  Apparently he only responded to one email of which ****** was aware according to the copies of the emails he provided to her.  If they required the UPS tracking number for him to respond to it is included in the emails.   Shipping made several attempts over the month to contact him and then they returned the shipment to ****** due to the lack or response and payment. If there is a package that was damaged or lost in transit for which insurance was purchased for then the UPS Store would assist the shipper in filling out the necessary forms. In this case the receiver did not respond to the emails or pay the customs and duties therefore there is no action required from the UPS Store.  Depending on the type of service she choose to ship by(standard, etc.) will also determine a guarantee of the delivery date.  She didn’t choose this as it was most likely more expensive or it wasn’t available.  Any refunds are determined by UPS Shipping not the UPS Store.  The UPS Store does not determine who receives a refund or issue a refund or know how much it is.  If you need any more clarification please do not hesitate to call or email.

   

  ***** ****

  Owner/Operator

  The UPS Store #522

  599 28 Street West

  Prince Albert, SK  S6V 4T1

   

  Tel/Tél.: 306.763.7877

  Fax/Télec.: 306.763.7879

  *****@theupsstore.ca

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******