Complaints

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 19th 2023 I went to the UPS store on ****************** in ********, ** and paid to have a package of legal documents overnighted to *********, **. I paid $57.63 with the guarantee that it would be delivered on July 20th 2023 before the end of the business day. The package did not arrive until after 5:30pm. At that point the banks were all closed and the legal documents were not able to be processed. Upon enquiring from *** why it was not delivered on time I was told it was not shipped out until after 8pm on July 19th 2023. When I spoke with *** customer service, they told me that I needed to resolve this with the store myself. However, when I tried to speak with the store owner, he refused to acknowledge the error or refund me.

  Business response

  11/22/2023

  ***BBB Has Received Business Response***
  

  Dear ********: 

   

  Hope this email finds you well. It was a pleasure talking to you on Friday afternoon.  As you requested, I am emailing you this letter to explain to you in detail as I did over the phone the complaint submitted to you by ******************* on 7/24/2023 with ID ******** for a store transaction in the amount of $ 57.63. 

  *************** came to the store on July 19^th, 2023, to ship a carrier letter Next Day Air (overnight) tracking #1Z37V8E31300894685. We assisted her and gave her two (2) options for overnight delivery, the first option was with a guaranteed delivery date by noon and the second option was with a guaranteed delivery date before the end of the next business day. *************** decided to select the second option and we confirmed with her that she wanted that option. We processed her request, and she signed the parcel shipping order with the second option for Next Day delivery before the end of the next day. The package arrived the next day at 5:31pm (July 20^th, 2023) as requested and signed by the customer. *************** called to complain that she wanted an earlier delivery than the one he chooses, and we explained to her in detail that she had that option when she came to ship the package and refused it. Then she called the credit card company and placed a chargeback to the transaction that we had to dispute with the credit card company and ultimately overturned that chargeback in our favor. She also placed the complaint with BBB, and I am writing this email to you to reject and explain to you the reason why the complaint is completely baseless and most importantly with the objective to hurt our company rating without any justification and support documentation. As I told you over the phone, as a store  we always  do everything in our power to  satisfy our customer needs, and if we need to issue any refunds or apologies we always do it when we make any kind of  mistake or omission but in this particular case we did exactly what the customer requested and the service was also performed as paid and requested by the customer. 

  Feel free to contact us if you need any additional information and please confirm email reception and the due process to close this complaint in our favor and avoid any bad rating 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. ↩