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:10/10/2025

  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.

  Good evening. I shipped two packages at this location on Thursday, September 25. Both packages were damaged and unusable by the time they reached the respective recipients. I had $100 insurance on my $169 purchase and I did file claims. However, the first time I attempted to file the claims, the ***resentative gave me an incorrect website address. When a second *** finally gave me the correct address, I filed the claims, waited about a week and then I was told by a corporate *** that the claims were denied.I asked how they could be denied because I have insurance and I didnt receive an and I didnt receive a direct answer. I then thought in a second ramp, who instructed me to talk to someone at the UPS Store that I went to. When I did THAT, I was once again told that the claims were denied. I asked this *** the same question as to how I could be denied when I had insurance; and all they could say was that they were sorry.

  Business Response

  Date: 10/10/2025

  Good afternoon,
  We are aware of the situation, and we are very sorry that this happened. Unfortunately, as I am only the retail store, I can only provide so much information. I will try to provide as much as I can with 8mb file size & 5slots. Additionally, you may contact *** for further questions/concerns at: ************** or ***********.
  
  September 25th, ******* came into our store looking to ship out some items he had packaged himself. We were happy to help with that, so we had done so. During the time of shipment, he did not opt for: express shipping, any additional value, and stated that his items were just insulators (see "SignedTerms&Conditions" attachment), instead of what we later found out what the actual contents were. Just like all other customers that we assist with shipping, we ask them to verify the information that we enter to the system and to sign the Terms&Conditions at the bottom (see page 2 of "SignedTerms&Conditions" attachment). After that, we went onto the next package and did the exact same. After getting all information, he paid and left.
  
  A week or so went by, and he contacted our store stating his packages got damaged in transit. I told him we could help with that and submit a claim for him. I had gotten photos of the damaged items as well as an invoice on how much the items are worth (see "iteminvoice" attachment) as it is required to submit to *** ****************** ******* was informed that all the information was submitted and would take about 6-8 business weeks to complete (default time for *** Claims to take but can be done sooner). During which time, *** ***************** decided that his claim did not fall under their Terms&Conditions and denied the claim (see "T***SDenial" attachment). I had assumed it is due to the contents actually being food, which he did not disclose at time of shipment. ******* retorted that he should at least be reimbursed since his packages were insured, but looking in the system, he did not have any (see top right, paragraph 2, AND paragraph 8 of "SignedTerms&Conditions" attachment). I know the item invoice does state the items are worth MORE than $100.00, but this was not disclosed when asked during time of shipment. It is ultimately *** ***************** to accept or deny claims, not us the retail store.
  I tried to give ******* this information by providing additional Terms & Conditions from *** via emails, but it does not seem to have been helpful. He is asking us for a refund that we cannot offer since *** ***************** has denied his claim.

  Customer Answer

  Date: 10/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good evening. When I shipped the items, the clerk informed me that they were insured for $100. Thus, to say that I did not have any insurance at all is incorrect.

   Regards,
  
  ******* ******

  Business Response

  Date: 10/20/2025

  Good afternoon,
  As stated before, as I am only the retail store, I can only provide so much information. I will try to provide as much as I can with 8mb file size & 5slots. Additionally, you may contact *** for further questions/concerns at: ************** or ***********.
  
  September 25th, ******* came into our store looking to ship out some items he had packaged himself. We were happy to help with that, so we had done so. During the time of shipment, he did not opt for: express shipping, any additional value, and stated that his items were just insulators (see "SignedTerms&Conditions" attachment), instead of what we later found out what the actual contents were. Just like all other customers that we assist with shipping, we ask them to verify the information that we enter to the system and to sign the Terms&Conditions at the bottom (see page 2 of "SignedTerms&Conditions" attachment). After that, we went onto the next package and did the exact same. After getting all information, he paid and left.
  
  A week or so went by, and he contacted our store stating his packages got damaged in transit. I told him we could help with that and submit a claim for him. I had gotten photos of the damaged items as well as an invoice on how much the items are worth (see "iteminvoice" attachment) as it is required to submit to *** ****************** ******* was informed that all the information was submitted and would take about 6-8 business weeks to complete (default time for *** Claims to take but can be done sooner). During which time, *** ***************** decided that his claim did not fall under their Terms&Conditions and denied the claim (see "T***SDenial" attachment). I had assumed it is due to the contents actually being food, which he did not disclose at time of shipment. ******* retorted that he should at least be reimbursed since his packages were insured, but looking in the system, he did not have any (see top right, paragraph 2, AND paragraph 8 of "SignedTerms&Conditions" attachment). I know the item invoice does state the items are worth MORE than $100.00, but this was not disclosed when asked during time of shipment. It is ultimately *** ***************** to accept or deny claims, not us the retail store.
  I tried to give ******* this information by providing additional Terms & Conditions from *** via emails, but it does not seem to have been helpful. He is asking us for a refund that we cannot offer since *** ***************** has denied his claim.

  Customer Answer

  Date: 10/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good evening. The most recent response from the UPS Store was that I told the clerk that I was simply shipping insulators, which suggests that I was shipping empty insulated boxes. That is not true; I specifically stated to the clerk that there were cakes inside each insulated box. Also, like I had stated before, I had been shipping cakes in the same fashion via *** for years without an issue. I also was indeed informed by the clerk that I had $100 of insurance on my entire shipment, which contradicts their letter saying that I did not have any insurance.

   Regards,

  
  ******* ******