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:07/21/2025

  Type:Product 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.

  On or about July 14, 2025, I asked the *********i UPS store to send my mail to **** ********* **** ********** ** ****** as I have done over twenty times prior. (The exact same information and mailing address). This is the same address on their webpage. Notice their web page does contain the suite number. When I opened the box over two years ago, they stated you don’t need to use our suite number, just use your box number as your suite, and that is what I had been doing for over two years. However, when the 7/14/25 package was sent to them, they stated, 'We don’t have anybody here by that name,' and the package was returned. I am leaving out of town on 7/23/25, and I need that information in the envelope prior to leaving. However, *******, the store manager, sent my package back. When I asked ******* how that could happen, he stated, “I have no idea, we are not associated with UPS.” I asked him how he is not associated with UPS when they have UPS over their business, and have UPS on their door, and have UPS behind the counter. ******* stated, “I’m not sure what to tell you, but we are not associated with UPS at all.” I had to contact the *********i UPS and resend the package. I am asking for the funds spent on the package because of the stupidity of the new staff at 3070 Lakecrest Cir, Lexington, KY 40513.
  I would also like BBB to look into the business at **** ********* ******. How could they claim to be a UPS store, yet have nothing to do with UPS? That seems like false advertising.

  Business Response

  Date: 07/21/2025

  Please see attached message written in ********* ****. Thank you for the opportunity to respond. 

  Business Response

  Date: 07/22/2025

  On July 21st, 2025, I had the pleasure of speaking with *** ****** ********** in my THE UPS STORE, franchise, my name is ***** * ********. I am the owner of the store, not ******* Harden whom he probably found online. Contrary to what *** ********** said, the package in question was returned by the local UPS hub, at **** ****** *** ********* ** *****. The package was never delivered to my store. UPS had this package in their possession and returned the package from the main UPS hub before it was ever loaded on a delivery truck. Our regular driver, who works for UPS, not THE UPS STORE, does indeed load his own truck and knows when a package is mislabeled but still puts the packages on his vehicle. On a day when a different driver runs the route, UPS has a person load the route and uses the address manifest to confirm addresses. This is why he has been successful in the past with an incorrect address.

  THE UPS STORE is a franchise owned store, with the parent company being UPS, however, we have nothing to do with the brown trucks that drive around the city. We are not paid by UPS. We pay a royalty to THE UPS STORE, nothing to UPS. We do offer products that are sold by UPS and USPS, but we are not the company responsible for deliveries, as we are not the federal government with mail. They let us provide their services, but we do not handle the transportation.

  On the signed application for mailbox at my store, it does state he needs to have *** *** and PMB to receive mail or packages. If packages still arrive without the Ste # and only the mailbox #, we will still load in the appropriate box. This is IF the carrier brings it to us. In this situation they did not. It is not up to our discretion which provider will or will not deliver articles without the suite number listed. Again, we have been blessed for many years with a driver who checks through all packages and knows that 3070 Lakecrest address, with an incorrect Ste # is most likely a mailbox. Not all drivers are this knowledgeable.

  This seems like an unfortunate issue that we were unable to help with, as UPS, at the local hub, where packages are put on trucks to be delivered, did not give us the opportunity to receive. I am a very well-respected business owner of 11 years in the ******** neighborhood and have numerous other businesses account mailboxes who have not had this issue. I am sorry it happened. If *** ********** wishes to have the issues resolved further, he may need to reach out to UPS. We are unable to help further as the package never showed up to our store, so we did not have the opportunity to serve him as we strive to with every customer.