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Business Profile

Mailing Services

The UPS Store

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Back in June, I was prompted to return a laptop by Back Market. I was given a digital return label and I used the Kiosk at the UPS store. After I scanned the label from Back Market, I put the laptop in a drop off bin and I was given a receipt . I threw away the receipt a few days later as I assumed the package was returned. ****** needed verification that I returned this laptop (because this is the payment method). I was unable to show proof of me returning this item because I threw away the receipt from the ups store. Almost two month later, I called the store to see if the tracking information would pop up. The manager informed me that theres a 30 day threshold therefore my tracking information is no longer in the system to locate it. I asked the manager for further recommendations. She quickly said that she dont have a recommendation and she was sorry that she couldnt help me. This is a major problem because Klarna is threatening to report my account to collections for nonpayment. I shouldnt pay for an item I returned. I believe my return package is stolen or missing. I also tried locating on the official website and after searching, *** informed me that they closed my investigation and I cant get the status of my laptop.

    Business Response

    Date: 10/07/2025

    Hello, we would like to apologize for the situation, however, once the item was scanned at the ************ Kiosk, it was promptly placed in the designated area for *** to pick it up along with the rest of the packages for that day. Because it was scanned at the ************ Kiosk, the customer no longer has the receipt, and more than 30 days had passed since the drop off and the first contact to us from the customer, there is no way for us to pull the record of the drop off in the system. The package, however, was picked up by *** at the end of the day, and has left this location. Because *** and The UPS Store are two separate companies, the only resolution would be to file a claim through *** directly, but without the tracking number from the return, the likelihood of the claim being denied, or even completed, is substantial. 

The UPS Store is NOT a BBB Accredited Business.

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