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:05/09/2025

  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.

  I shipped a notarized document to a notary office in ***** via *** store located on **************************************************************** with a staff named *** on 4/16/25 promised to be delivered to destination on 4/22/25 with international priority shipping with a fee of $112.26. Initially, the package was delayed in *** warehouse due to missing commercial invoice. After I made phone call and was instructed to visit the UPS store, a new invoice was submitted on 4/22/25 which resolved the delay after 15minute. On 4/26/25, the package was delayed again in a warehouse in ***** pending Chinese custom clearance. Chinese custom imposed a $100 tariff due to invoice declaring that the package is worth $1 and treating it as commodity (likely due to ongoing trade war with U.S.). As per Chinese custom, shipped documents should have been labeled as worth $0. I subsequently visited the UPS store again on 5/2/25 and a *** staff (****) re-submitted a new invoice labeling $0 and shipped content as documents. However, Chinese custom declined the new amendment and still went ahead to request $100 tariff on the shipped documents. Without paying the tariff, the package would not be cleared or delivered. I requested the package to be recalled back to *** and have asked for a refund. I called the *** international unit at ************* who instructed me to go to the UPS store where I shipped it to request a refund. On 5/8/25, I went to the UPS store to request a refund and a staff named ***** state there is no refund on this service as it was not *** fault. He said the package could be recalled back and may take up to 90 days but there is no refund. He claims it's the Chinese custom's fault.

  Business Response

  Date: 05/12/2025

  5-12-2025 package is pending release from a ****************** Once they release it, your package will be on its way. 

  We had instructed the customer about refunds are only honored when a shipment is late due to shipment delays from ***. This shipment is stuck at ********************** for inspection; we have no ways to expedite the issues. We had helped the customer 4 times in the last two weeks relating to this package and he is aware of the issues very clearly. I had explained to him two times about the refund cannot be able, due to not an *********** issue for the delay. From ***************** customer care, the delay is due to current trade tensions, and the Chinese customs office are instructed to check all shipments. We had spoken to *** corporate area office about his issues, and they instructed us to help him return the package back from ***** at his requests which takes around 90 days for it to complete, and we were told there will be no charge for the return. This is the best *** had offered to help with this shipment. 

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  My receiver in ***** was informed by Chinese custom office, any legal documents should not have any value and if value must be entered it should be marked $0. Thats the reason for $100 tariff and lack of custom clearance. If document was originally marked $0 it would not incur any tariff. *** store originally shipped with invoice marked for $1. I was informed by store staff this is the practice when they mail all documents to label the value at $1. Later, this invoice was corrected to $0 and resent to Chinese custom which was not accepted. Chinese custom still demanded a tariff fee of $100. To me as the customer, it seems the *** is blaming Chinese custom while Chinese custom is blaming *** for this. I have absolutely no control over this entire process (except for ability to pay the absurd $100 tariff to mail documents). I believe *** corporate office should look into this and investigate. 
  Thank you 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****