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Business Profile

Delivery Service

The UPS Store #431

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

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Complaint Details

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Complaint Type
  • Complaint Type:
    Sales and Advertising Issues
    Status:
    Resolved
    On Friday 29 July 2022, I dropped off an item at a UPS Store to be packaged and delivered. It was agreed that when the amount of the final bill was determined, I would pay via e-transfer. On Tuesday 2 August, a UPS employee from the relevant store called and left a message indicating that my item had been packaged and was ready for shipment. I returned the call on Wednesday 3 August just after the UPS location opened. I was told the final amount for the packaging and shipping. I e-transferred the amount to the appropriate account for the relevant UPS Store. I received confirmation from my bank that the amount was successfully deposited at 9:10 AM local time (10:10 EDT). I received a call from the Store the afternoon of 3 August inquiring about the transfer. I confirmed it had been deposited; the store advised it had not received a confirmation email. I called the store again twice on 4 August. During the first conversation, the store advised it had still not received the confirmation email. I provided the Reference Number for the transfer for their information. During the second call, I was advised that the confirmation email had still not been received and I should contact my bank. I did so. My bank confirmed the amount had been successfully deposited. I also contacted Interac, they confirmed via email that the deposit of Wednesday 3 August had been made successfully. On Friday 5 August, I attended in person to pay the amount for the final bill for a second time. I accept that UPS has not received an email confirming my initial payment but, I am satisfied that my initial payment was in fact deposited to the correct account. I would like a resolution of this dispute.

    Business response

    16/08/2022

    Contact Name and Title: Alexandra *****
    Contact Phone: **********
    Contact Email: ***********************
    Dear Ms ****** we have contacted our bank and requested your e-transfer to be returned. We also have informed them about not receiving an email confirming your transaction, they have no explanation as of why there was no notification sent. We are expecting the bank to contact us within 24 hours, with a cancellation reference for your transaction.

    I apologize for the inconvenience we have caused you. We have revised policies and retrained the staff in other methods to confirm a transaction other than email.

    I would also like to extend a 25% discount on your next packaging job.

    Best,

    Alexandra *****
    Owner
    The UPS Store 431
    120-1400 Ellice Avenue
    Winnipeg, MB R3G0J1



    Best

    Business response

    30/08/2022

    We have not received a cancellation confirmation from the bank. We will e transfer the funds back instead.

    Customer response

    03/09/2022


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Gillian *******

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