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:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 package through this store, I paid for shipping, packaging and insurance for a declared value of $3000. The person I shipped to did not receive the package, it was stolen. There is a signature but anyone can sign for a package. I was specifically told if a package is stolen or a porch or ANYTHING STOLEN I will be covered. By TWO people who work at this store. A man with a long ***** and a red headed woman. Both kind and helpful people but I wouldve never shipped if I was told other wise. On top of that I called the *** customer service number they gave me they told me Im subjected to a refund for loss and damages

• Initial Complaint

  Date:09/18/2022

  Type:Product 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 09/17/22, I visited store #**** to seek a refund for a passport photo which was rejected by the processing agency. I showed the store associate my *** receipt, the original two photos from the *** store, the replacement photo taken by the processing agency, and my completed passport. My situation required that I make my application in person. I made an appointment with a **** location, presented the documentation along with the two photos from the ***. Two federal agency representatives independently looked at the *** photo and determined that it was not suitable because the image was washed-out and unfocused; Comparing the *** and **** photos today confirms this to be true. At that moment I could either pay the **** to retake my photos, ensuring they would be accepted, or leave the appointment altogether and further delay getting my passport. Leaving would have added many weeks to the process as I would have to return to the *** store on a weekend and then seek a new appointment with the **** some weeks later, plus there was the risk that the *** store would again produce a poor-quality image. The store associate I spoke with on the 17th said that she would call her manager and after doing so said she would not refund my money because the "**** was just running a scam by not accepting private party photos." Additionally, she said that I should have returned to the store and asked that the picture be retaken even after I explained how that would be logistically impractical. To add salt to the wound, I was mockingly told in front of other waiting customers to "have a nice day" as I exited the store. This was a shockingly poor customer experience from a business that represents on their website to have "the appropriate equipment and knowledge to ensure your passport photos meet all requirements for U.S. passports and other ID cards." I provided proof that the *** product, in fact, did not meet all requirements for U.S. passports and respectfully request a refund.

  Business Response

  Date: 09/19/2022

  Hi ***, 

  Our policy is we do not refund passport photos unless they are rejected by the *************************** It has come to the attention of multiple *** Stores that the *********** frequently will tell customers they wont accept photos from anywhere except at their location to have people pay them directly. As the consumer at the post office you have every right to tell them to send it through. We have not had any issues (to my knowledge) with passport photos being sent in from our location. Our policy stands if they get rejected we are willing to offer a refund or retake the pictures free of charge. This again is only if the *********************************** rejects the pictures. The local post office is not the processing center. 

  If you have any further concerns you are welcome to email me at ***********************************************************

  I will be happy to answer any further concerns on this matter. 

  Thank you

  ******

  Store Manager

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18042231
  
  ******,

  If you as a business owner had knowledge at the time my picture was taken that there was a pattern of refusing pictures by the postal service you are obliged to tell me that or use the collective strength of *** to put a stop to the practice rather than placing me, the consumer, in the middle of your dispute. Consumers, like myself, are not submitting passport applications on a daily basis and would not know that we have the right to push back on the instructions of a federal employee who is in a position of processing this important documentation.

  I am personally convinced that the processing agency would have rejected the *** pictures as well as there is a visible difference in the quality of the photo. The photo taken by your employee is indeed washed-out and blurry. 

  I fully regret using *** services and will not make the same mistake again.
  
  
  ***************

• Initial Complaint

  Date:09/15/2022

  Type:Delivery 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 left valuable items at a hotel in Salem, OR. I was able to contact hotel staff so they could locate and hold my items until I could schedule a pickup. I scheduled a pickup for that Saturday and emailed two staff at the hotel the shipping label with details of the pickup. I received no updates from *** (thankfully I took screenshots of my receipts and pickup details). The tracking number still shows as "Label Created" five days later. *** customer service has been horrible - it took ten phone calls to get an agent that would create a claim for me. *** told me my package was picked up on time, but the hotel contact said it was not picked up until yesterday (day #4). The driver did not scan the package in, so now it is lost and I can't get any information from *** other than a claim has been created and there is nothing more they can do. It was supposed to be a 2-day delivery by airmail and they charged me A LOT for an envelope. I will NEVER use *** again.

  Business Response

  Date: 09/19/2022

  Good morning, 

   

  I do apologize but we are an individual store. We don't handle the deliveries or pickups. *** Stores and *** are two entirely separate companies. You would need to have this complaint go to *** Customer Service so they can resolve this for you. 

   

  Thank you

  ******

  Store Manager