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:02/27/2024

  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.

  I ** having issues resolving a problem with UPS. On 12/18 l shipped keys from UPS store overnight and **s guaranteed delivery next day ***** by 9pm. I checked tracking, it arrived to Columbia SC ***** @ 5:53 ** and **s out for delivery all day. The item **s never delivered. I checked tracking and it stated all merchandise is missing and the empty carton **s discarded. UPS will notify sender (This never happened. I had to call myself and **s given very limited information). UPS customer service stated an investigation **s open and UPS store would notify me and no one contacted me. I went to the store to explain what happen and **s told there is nothing that can be done and left my contact info for supervisor. I checked tracking on 12/26 and it changed to "were unable to obtain a correct address for the receiver, package will be returned to the sender". This never happened. I call customer service and I **s told a supervisor from the store requested for package to be returned. How, when package **s "d**aged and discarded". 12/29 I saw online the investigation **s complete but no one contacted me for any information. I have checked with UPS store multiple times and have not been able to resolve the issue. It has been back and forth with no clear answers. 1/2/24 I called customer service and they stated they were **iting for the store to send paperwork back but could not tell me what **s needed as UPS customer service only handles everything with the UPS store. 1/2/24 I spoke to ******* and she stated that she **s una**re of my complaint. My information and compliant **s never for**rd to supervisor. ******* verbally told me she would put in GSR claim. I called to follow up and ******* no longer works there. 1/30 I spoke to someone n**e ***** she stated she would get things moving along. I **s instructed to email a copy of quote to replace keys via email. I have been trying to follow up to make sure they received my email and I have not been able to verify.

  Customer Answer

  Date: 02/27/2024

  Hi, I received a call yesterday from the store owner and he assured me that he faxed the documents and apologized for the inconvenience and fault of UPS. 

  Customer Answer

  Date: 03/20/2024

  I spoke to UPS customer service and store manager. I found out today my claim **s voided and I **sn’t notified. The store manager told me he spoke to claims department and the claim **s escalated I should know more tomorrow. 

   

   

  ****** ******** M*** *****

  Business Response

  Date: 03/21/2024

  Thank you for your email and allowing me the opportunity to be able to respond. 

   

  As I explained over the phone earlier today, I ** in constant contact with Ms. ******* and have been providing assistance in filling her claim properly. Her initial claim **s filed as it's just shipment charges are being disputed however later I **s advised that from her shipment contents (Key) were missing from the package. Per UPS guidelines there are different guidelines for each claim type and customer al**ys has the option to file their own claim however Ms. ******* had requested for store to file the claim on her behalf. And the store did file the claim as requested.

   

  Currently we are still assisting her in her claim, however The UPS Store itself has no authority over the decision or how long it takes to process the claim. The UPS Corp has the authority to make the decision for the claim and investigate the claim. Customer sometimes misunderstands and thinks The UPS Store are part of UPS Corp. 

   

  I hope I **s able to explain the situation and please let me know if you have any other questions for me.

   

  Thank you and have a great day,

   

  **** 

  The UPS Store

  ************ 

  Customer Answer

  Date: 03/21/2024

  [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,
  

  
  

  
  

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