ComplaintsforThe UPS Store #3620

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the *** store number **** to send 2 return packages to Amazon on January 9, ****. Both packages were dropped off at the *** store for return shipment to Amazon. The manager, (******************) and another employee (****** on the receipt) assisted in printing return labels that I sent to the *** store **** email address. However, only one package was delivered. The other package was lost in transit, which seems suspicious considering the clerk insisted I pay a packing fee of $87 and instead I packed the shipment myself and left the shipment with the clerk for delivery. After realizing that the shipment was never received, which was about one week after dropping off the package, I contacted both *** customer service as well as the *** ***************************. The latter told me that the delivery driver picked up the package in question (the package that subsequently was lost by ***). The *** claims system would not allow me to file a claim online. *** Customer service agents advised me to go into the location to file a claim. I spoke with a second store manager, ****, and she also advised me to come in store. I returned to the *** store **** on 1-26-**** and was advised that nothing could be done on their end and to place a claim with Amazon. Both the manager, ****************** and the employee who assisted me with the dropoff were present and recall the shipment of the item that was lost in transit. I want a refund as Amazon has not provided a refund due to time constraints on returns and they are currently investigating. At the *** store ****, I paid for label printing, the actual box, peanuts to place in the box, and I would like a refund of $40 in addition to $215.41 for the lost item since *** lost the shipment. I am requesting a total of $255.41 for the lost item.+..............+

  Business response

  02/19/2024

  Response:

  All drop offs are scanned and claimed by *** Driver every night at 6pm. Once the Store has fulfilled its' obligation to have *** pickup
  and sign for the packages- The *** Store is no longer involved in the delivery process and converts to an advocate for the client when issues arise. When *** has a delivery failure- the client is directed to either Amazon directly or to file a claim through the *** client claim portal at online.upscapital.com/tccp   

  Unfortunately, as both Managers had stated- since the packages were transferred to *** upon receipt and the delivery failure occurred after that transfer, it was accurate that the Franchise Store, itself can then only direct the customer to the two parties involved Amazon & ***. Our suggestion was to contact the Customer Claim Portal utilizing the tracking number on their receipt for the lost package value and packaging. Then Amazon to learn the status of a refund upon a *** failure.

  We understand the frustration when packages are lost, however a complaint registered to the Better Business Bureau on the UPS Store #3620 is not the correct channel for complaints directed/lodged against *** the Company's delivery failure.

   

*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. ↩