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:09/21/2022

  Type:Service or Repair 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.

  Tuesday 9/13/2022 I created shipping labels for 3 packages to be sent out. 1 Next Day Air, 1 2 Day Air, & 1 Ground. The Ground package was in an envelope that did not say that it could not be used, it just had *** ******* on it. The Store Manager, that I did not know was the Store Manager at the time, rudely said I should pay more to switch the Ground package and that he'll send it this one time. I asked him to explain why it couldn't be used and he kept repeating it was policy. At any other location in Albuquerque I had never had an issue. They are envelopes that do not need to go into a box for Ground and *** offers no other alternative envelope packaging. This is for a client and I am not making them spend more when a better solution could have and should have been offered. I argued that to him and he was unsympathetic.
  I did not get a shipping receipt and left the store. I saw him scan the packages. I went into work the next day and no notifications showing they were scanned and sent came up in my emails, it usually does. So I go to the store after work, 9/14/2022, to try to find out what happened. I speak with another employee about the situation, I have him look for my packages but ******** ******** Store Manager comes up to help another customer, rudely as she was trying explain one of his employees ripped up her label the day before& instead of addressing that he tells her it's her problem and to get another label from ******. When she leaves I ask him where my packages are, he says he never saw them. I remind him of the Ground package I argued with him about & he says, oh those. I sent them out. I try apologizing for arguing about it and he keeps rudely saying he sent them so I left. I went back again, 9/15/2022 to just get my packages. The other employee was there. I ask him to search, They still have not been sent. He probably threw them away. I just want the packages back so I can send them with another store, but he won't give them back.

  Business Response

  Date: 09/21/2022

  Hello, 

   

  This individual has several facts wrong about this complaint however the core issue is her packages were lost. I have explained over email that she must file a loss claim with UPS corporate because her shipments were not processed by our franchised location. 

  This individual came in store and would not accept that the packages were lost by ***, insisting the employee must've thrown them away. She came back again recording off the bat calling me a liar. I told her she can't record and she refused to stop. I walked away to avoid a confrontation. She kept recording, refusing to leave the front counter for over 10 minutes. I informed the customer she needed to leave and she refused. I told her I would have to call the police and she said "go ahead" and that she wasn't going to leave. I was on hold with non-emergency police and she left. 

  There is ultimately nothing we can do for the customer. She must contact *** corporate. The franchised stores cannot do anything with pre-paid shipments. 

   

  Thank you,

   

  ******** *******
  Store Manager