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:08/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 shipped keys to a recipent overnight so they could access a storage unit and gain pick up the contents. My package was lost and delayed multiple times. I attempted to get a refund for the failure to render service. I have called UPS customer service line at least 15 times and have been hung up on and transfered into an infinite automated call system loop, I have also tried speaking to staff at the local store it was shipped from and they say they can't help, that I have to call. I would call and use the automated system, state I need a refund, supply the tracking number and I get transfred to an agent that can't help me, they have to transfer me to the refund deparment. When I get transfered I get put back into the call system in an endless loop arriving at the same call center that cannot help me. I have *** them repeatedly their system is broken and doesn't work. I have spoken to managers and they also did the exact same thing. Nobody is helping me. I have gone into the store and they said they cannot give me a refund either that I have to call or go online. I have also tried online but there is no avenue or system for my specific scenario only for goods that have been completely lost or damaged. *** is maliciously negligent and commiting theft and fraud against customers by not allowing them to reach the refund department or offering any resolution what so ever.

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On August 12, 2025, I went to The *** Store to pick up a package for my husband, who was hospitalized for emergency hernia surgery. The package contained a medical hernia belt he urgently needed for pain management.I was denied the package because my ID does not show his last name or address. I explained Im his wife, in the process of updating my ID, and offered to bring our marriage certificate and joint car insurance as proof. Despite this, the employee assisting me became confrontational and made several inappropriate and offensive remarks:Youre married and didnt change your name?You should follow the law and change your name and address.Dont make us break the law next time and change your *********** should change your last name to save your husbands life.When I declined, she said: That just shows how much you care about his life.I was told to call the store manager, but the number routed me back to the same location. I also called the *** ***** line, which confirmed I could use take a utility bill or his ID. When I brought this information to the store, they said the ***** number didnt apply and that only *** corporate could provide the form, even though the ***** representative on the phone confirmed the store must provide it. Why direct customers to the ***** number for assistance, if the guidance wont be honored?Eventually, they released the package, but only after further unprofessional and judgmental remarks from the employee. The entire experience was confusing, humiliating, and unnecessarily stressful during a medical ************ requesting a formal investigation, staff retraining, policy clarification between *** and The *** Store, and a written apology.