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:08/05/2024

  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.

  On 12/8/22, the UPS store in *************, ** packed and shipped two antique lamps and two glass lampshades, and sent them to my then 90-year old grandmother. She had bought them back in the 1950s, and wanted them for her room at her new assisted living facility in *******. Both lamps and one shade arrived smashed. Fortunately we had bought insurance for the items. Unfortunately, the obstacles to actually getting reimbursed have been nearly insurmountable. During the first few weeks, both my grandmother and aunt gave up and asked me to take over. Since then, a head-spinning number of calls and emails have passed between myself and various *** entities. This past April, at long last, it looked as though the matter was finally resolved; on her 92nd birthday, they sent her a check for the two lamps (two checks for $111.65 each). The $600 check for the lampshade was still outstanding, we were told, because the person who processes the claims was on vacation, but that it would be resolved upon her return. Today, four months after that call and no word from ***, I finally called them about the progress of the check -- and was informed that they'd let the matter drop, because they now can't find evidence that the lampshade was insured. They say their records only go back 120 days. This saga has now dragged on for 20 months, with me falsely believing that *** would eventually do right by my grandmother. Sadly, I was wrong. Their entire claims system is a maze designed for people to get lost until they simply give up. Honestly, if I hadn't been pursuing this on behalf of my grandmother I myself would have given up a long time ago. But it incenses me that they would take advantage of an elderly woman who simply wanted to have a couple of cherished items to keep her company in her new assisted-living home.I would greatly appreciate your help in retrieving my grandmother's $600. Thank you in advance for your assistance. ********************

  Customer Answer

  Date: 08/31/2024

  At this time, I have been contacted directly by The UPS Store regarding complaint ID ********, however my complaint has NOT been resolved because:

  Last week *** indicated over the phone that they intend to resolve my complaint by issuing the payment we are owed. However they have not yet issued payment or put anything in writing.

   

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  Business Response

  Date: 09/03/2024

     We are working directly with customer to resolve issues that arose during the process delaying her refund and we will be paying her directly. 

  Business Response

  Date: 09/03/2024

     We are working directly with customer to resolve issues that arose during the process delaying her refund and we will be paying her directly.