Business ProfileforThe UPS Store

On November 28th, my husband and I shipped 2 boxes of personal items from the UPS Store in ******** to our vacation residence in ****** ****. The estimated arrival date was Dec. 5th. One box, that of some clothing, arrived on time. The second box with electronics, household goods, and other personal items was tracked to a UPS facility in ** and disappeared. No further progress was made, no location of the box was given. I called the UPS Store after seeing the tracking info on the UPS website indicated an issue. UPS directs all customers with shipping issues to work directly with the shipper (in this case, the store.) The first phone call with the owner (Rick) on Dec. 5th resulted in him saying he would communicate with UPS and call me later that day. Since then (it is now Dec 30), I have tried to reach Rick multiple times, and only 1 out of those calls connected with Rick (the only person who is able to deal with the loss of the box). The 2nd connection with Rick resulted in him informing me there was nothing I could do and he could call again that day, again with no return call. I have emailed, phoned and left messages, and he is absolutely unwilling to communicate. I realize UPS is responsible for the loss of the box in ** - but all resolutions have to go through the store that shipped. UPS' main number will not transfer tracking issues to a live person to help. I was able to figure out a way to connect to the UPS in person on Dec. 22, and they said the complaint had been filed incorrectly and cancelled (see images). They spent a lot of time with me on the phone and helped to make a proper claim for what was now acknowledged as a lost package and I am asking for a refund on the shipping and reimbursement for lost items. The claim still has to go through Rick at UPS in **. No responses to calls or emails continue. Call log images uploaded here show my calls out and no return calls from the store.