ComplaintsforThe UPS Store #5486

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/28 Overnighted some important electronics to my husband to arrive at his hotel on 3/1 he travels for work and needed this item for work so timing was important. Package never scanned out of the store, never arrived at the destination and store manager says well it's lost - file a claim w ***** sarcastic "sorry". Attempted to file claim cannot because it never left the local store. They do not answer their phone we have left several urgent messages with no returned call. Horrible customer service and attitude.Paid $99.35 for shipping and insured for $300 - I'd like my money back and my package back or a claim for the cost to replace

  Business response

  03/03/2023

  *****,

   

  Thank you for reaching out to us. Our customer ************************* came in to the ********************** on March 2nd, 2023. She had originally shipped the package to her husband on February 28th, 2023. It was a next day package. *** picks up all the packages every single night from the store. This package had also left the store the same day. In the transit it did not get scanned as sometimes the drivers do not scan all the packages. We tried to explain that to her and also informed her that it will most likely be a lost package claim. When there is a lost package, as per the corporate and the insurance we have to follow a certain procedure. These procedures include filing a claim, which the customer has to do going on ***.com. She has mentioned in her email that she was informed about the same. Ones the claim is filled *** takes 7-8 business days to investigate and then makes the decision. She wanted the money refunded to her right then and there which is not how the process works as we also have to receive the money from the corporate first in order to give her refund back. She was furious when she came in the store, which we understand but she was also rude and cussing at all our employees with a store full of customers including children. Our manager tried to help her the best possible way she could considering she was cussing at us in every sentence. We have already worked on submitting the claim with the corporate and we are working with the corporate to get the claim resolved as soon as we can.

   

  Thanks,

  ********

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