Complaints

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• Initial Complaint

  Date:08/08/2024

  Type:Delivery 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 took a package to *** Store 2031 to ship on Wednesday, July 17th at 3:07pm. They quoted me $14.00 for ground delivery and offered a price of $***** to ship 2nd day air. I chose the 2nd Day Air offer and paid them the *****. Two days later I checked the tracking number 1ZX6Y3940204229810 and determined that the package had not been delivered as contracted. I stopped by the same *** store to determine what the issue was and they had no information to share with me about the delay. I subsequently stopped in there several times over the next 3 days and was told that *** Corporate would be contacting me. No contact ever occurred. Finally after 5 days, I received notice that the package had been delivered on July 22nd at 10:30am. I immediately went to the *** Store 2031 and requested a refund of my payment of $***** since the package was not delivered in 2 days. They refused and told me to contact *** Corporate. I spoke to 4 different individuals at *** Corporate who all told me that I was not going to be refunded by *** Corporate due to the error being the local *** Store's responsibility and the local store would refund me the money.I returned to the *** Store 2031 and advised them of my conversation with *** Corporate and they said that their location was not going to refund my delivery fee since *** did not "guarantee" the 2 day shipping time delivery and that I "should have read the fine print". I offered to pay the ground shipping fee of $14 if they would refund the balance difference of $81.11 and the local store manager told me absolutely not.I asked the store employees to have the owner contact me and they said that "the owner will not call you since he is hands off on the business". I reached out to ****** and sent a review of my interaction to their website and asked that the owner contact me. That was over a week ago and I have had no response.

  Business Response

  Date: 08/20/2024

  Hello, 

  Our staff has made extensive efforts to explain to ************** that the 2nd Day Air package that was shipped is not a guaranteed service. As a franchise of The *** Store, we are not the delivery company itself; we facilitate shipments through our shipping account with ***, which handles the actual deliveries. We went above and beyond to advocate for a refund from *** on ****************** behalf, but *** declined, as this service is not guaranteed. The non-guaranteed nature of the delivery is clearly communicated at checkout and in the terms and conditions that were signed.

   

  I have attached the terms and conditions signed by ************** on July 17th, along with communication from *** corporate confirming that 2nd Day Air (non-AM) is not a guaranteed service.

  
  While we understand and sympathize with ****************** situation, we must clarify that he is not entitled to a refund. 

  ***********************

  Happy to provide more information if necessary. 

   

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22112251
  
  I am rejecting this response because: the response is a lie. At no time was I advised that the 2nd day air was not a guaranteed service. Who in their right mind would pay *** $95 to ship a package 2nd day air when I could have shipped via ground for a cost of $14 AND have the ground package delivered even before the 2nd day package was delivered. This store can claim that I signed their agreement and I probably did but they are absolutely lying about verbally advising me of this potential delayed shipment.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/23/2024

  I have attached the signed terms and conditions, which specify that the service is not guaranteed. The issue youre experiencing is with **** not with my store. *** did not deliver your package on time. Despite this, we attempted to obtain a refund on your behalf, even though you are not entitled to one. There is nothing more that can be done at this time. I apologize for the inconvenience.