Complaints

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• Initial Complaint

  Date:10/20/2025

  Type:Customer Service 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.

  Date: 10/20/2025 Time: 8:36 a.m.
  Package drop off; required UPS print the label.
  At my turn, I opened my phone email & scrolled to the display the code for scanning. I turned my phone around to the agent who immediately hit download. I asked why did you download, response - to make it bigger so the agent saw the code. I use this UPS location frequently & never had an agent download on my phone. They either enlarge or ask me to enlarge. I was distressed as I never download anything on my phone. Again, I asked "why didn't you enlarge the code? Response " I was trying to help you". I left but but returned moments later to ask the agents name. I asked for a name, & was upfront that I wanted to make a complaint. Agent gave me an 'agitated' I'm not giving you my name response. I then asked for assistance to get the download off my phone. Then to my shock ....
  
  A person outside of the desk area scanning a box of items, (seemed to be a store employee) started yelling at me, called me an a**h*** and told me to get out of the store multiple times. I tried to explain why I was so concerned and he escalated his aggressive tone saying, "I don't care why". Then both agents started yelling "it's all on camera", great - so I hope the store also records audio. Aggressively, he said this is the way it its always done, continuing to try to intimidate me by repeating himself. As a 72 y/o old woman I felt sorrow. One reaps what they sow. Perhaps their day began poorly.
  
  Front facing employees can present your business as professional when they show willingness to help a customer ("let me show you how to remove it") & refrain from name calling but this is your store not mine. I will appreciate a response to know if this store policy has changed. Since 2015 I use this UPS location exclusively. No agent has automatically downloaded to my phone or maybe I was just lucky to have a more professional, pleasant experiences at your location.

  Business Response

  Date: 11/10/2025

  Thank you for the opportunity to respond.  On the morning of October 20, 2025, Ms. ***** entered our store with the intent to process an ****** return.  That requires either a label which can be printed at home, or printed at our location or a QR code downloaded which must be scanned by the associate.  Ms. ****'s returned required the code to be downloaded and scanned.  The associate assisted with that process as the customer seemed very uncertain how to proceed with the return. At that time, the customer became quite agitated, so the associate explained the process to her.  She became quite loud, confrontational and there were two other customers in the store hearing the entire conversation.  Ms. ***** was rude and disrespectful to the associate.  The male that Ms. ***** is referring to as another employee was actually a customer.  Both this individual and the other customer waiting were extremely  displeased with Ms. ***** and her behavior.  They are the individuals who told Ms. ***** to get out of the store.  The store associate did tell Ms. ***** the entire interaction was on camera.  In no way did my associate tell the Ms. ***** to leave; it was the other customers in the store who were clearly fed up with her behavior in general.  The associate handled the interaction professionally and had the behavior continued, the police would have been called. We pride ourselves on assisting customers when they need our guidance on various transaction as was the case October 20th.  It was Ms. ***** uncertainty is the process that created the issue, which led to other customers standing for the associate and the way in which she was being treated.  Customer service is a difficult job and in general, most customers are grateful for any assistance offered when returning items.  Also, our associates wear name tags and customers have the ability to ask for a follow-up phone call from the owner if they have a concern versus running to social media or platforms such as The BBB to lodge a complaint without all the facts.  

   

   

   

  Customer Answer

  Date: 11/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that it somewhat did not resolve my issue with the store and somewhat did resolve the issue.   I appreciate the business owner's perspective,  glad to know the individual who was name calling was not an employee.  Yes, I was not happy  that the associate downloaded to my phone  and my agitated attitude was in response to how I was treated so I offer my apologies to your employee.  That said,  according to ******, " no return code is required to be downloaded on a device so long as the optic can be enlarged for scanning and the enlargement must display all of the code.  If a code is over-enlarged it will not scan".   UPS Atlanta  has assisted me with options under different franchise ownership, and their store policy is better aligned to my preferences. I think we can agree parting ways makes sense.   I do consider the matter closed, and again thank you for taking time to respond.  One thing that your store might want to consider is that an unhappy customer  could have their phone set to recording the conversation as NYS is a one-party consent state for recording conversations.    
  
  Regards,
  *.  *****