Complaints

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the UPS Store #5394 at *******************. to send a new phone for my son. He was leaving on a trip and I wanted to overnight a brand new iPhone. In order to get it to him on time, I paid $100 to overnight it to NY. In addition to that, I purchased insurance from *** in order to protect the $1000 investment. I received a notice that the receiver signed for it but in fact my son never signed for it and when he got to his building, there an open container and no phone. I filed a claim with *** and now its November ( 5 months) and I still havent been reimbursed!! *** doesnt allow for consumers to contact their insurance provider directly. Im left to deal with the store front who has no answers for me. This item was a gift and a considerable expense for me. I thought purchasing insurance would protect me but this is a violation on so many levels. *** misrepresented the claim that my son signed for the package. They refuse to speak with the consumer! The storefront is not taking any liability as well!

  Business response

  11/17/2022

  The customer is understandable upset and I don't blame her.  As a The UPS Store franchisee we are also very frustrated with the situation that occurred with our customer's lost cell phone.  We have worked very hard and have spent many hours trying to get *** to reimburse her for the missing phone.  We finally received a check from *** to reimburse her for the phone and gave it to her a few days ago.

  Please be informed that as a *** franchisee, we do not have any authority to approve or disapprove claims.  We represent our customer as we communicate with *** and their insurance carries (*** Capital Insurance).  *********** *** flagged this claim as a possible fraud claim because of common fraud claims involving cell phones.  We, as the customers representatives, fought with *** Capital immediately as we finally resolved the issue however it took way to long.  We have apologized to our customer for that numerous times.  It was completely out of our hands.

  The customer should be complaining to *** and to *** Capital Insurance Co.

  My wife and I own four The UPS Stores going on 30 years and we always put our customers first.  This was an unfortunate situation for our customer and again, we apologize for it however, it was not our fault.

  Please feel free to contact me with any questions.

  Regards,

  *** & ***********************

  The UPS Store #5394

  10531 *************.

  *********, ** 92127

*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. ↩