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Business Profile

Mail Box Rental

The UPS Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mail Box Rental.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/05/2025

    Type:Delivery Issues
    Status:
    Answered
    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 sent via *** Next Day Air on May 23, 2025, which was promised to be delivered by Saturday, May 24. Despite the premium service level and guaranteed delivery commitment, the package was not delivered until Tuesday, May 27, resulting in significant inconvenience and impact.Shipment Details:Tracking Number: 1ZE693X64477070969 Destination: ************, **, *** Service Used: *** Next Day Air (Guaranteed by May 24, Saturday)Complaint Summary:Unjustified Delay: Tracking showed a weather delay early Saturday morning, The package had already arrived in the ************* which is so close to the destination City. But the local weather in ************ and ************* are cleared up by around 9:30 AM. so the delay is not reasonably justified for the entire day.Customer Service Failure: I called *** early Saturday and asked to pick up the package in person. After being transferred between departments, I waited over 40 minutes on hold without ever reaching a representative.Excessive Delay: *** does not deliver on Sundays, and Monday (May 26) was a holiday, so the package wasn't delivered until Tuesday, May 27three days later than guaranteed.Broken Refund Promises: On May 27, I was told I would receive a refund. I followed up again on May 29 and was told I should call back after Saturday, May 31. When I called back on June 3, I was told that the refund was denied due to weather, and my call was dropped while waiting to be escalated to a supervisor.Unfair Burden on the Customer: I paid a high shipping fee, and I believe I deserve proactive servicenot to be forced to spend additional time begging *** to fulfill its basic responsibilities. This situation has placed an unreasonable burden on me as a paying customer I attempted again to speak with a *** supervisor ("Q") regarding this issue. I was left on hold for more than an hour, yet still never reached a supervisor. This continues a pattern of *** avoiding direct accountability and wasting the customer's time

    Customer Answer

    Date: 07/15/2025

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 07/16/2025

    Unfortunately, The UPS Store's are franchises. *** doesn't give us access to a lot of the features that their customer service has. When a package is sent from these locations and issues occur, *** has us start some sort of claim with them. Once the customer service **** decide on the reason why a package was lost, damaged or delayed, that decision is final. If they had a package delayed by weather they never refund it. Although the package was late by multiple day, they only look for the reason of the initial delay. Which in this case they say is weather.

    When customers ship from our locations they are given a terms and conditions page to read and sign, with an option to print the documents. It is the only way the label for the package prints out for shipment. By signing the terms and conditions the customer is fully aware of any and all things that could go wrong with the package. Including delays, loss or damage. Issues don't always happen, but when they do it's out of our hands. We do our best to fix them. 

The UPS Store is NOT a BBB Accredited Business.

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