Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 28, 2024. I sent my most valuable personal belongings by *** to ****** because I was evicted in the ***; Mexican customs did not let the package in so I did the whole process to return the package to my sister's home in *******, but after the package got to ********, it got lost or was stolen.

  Business response

  11/04/2024

  Good morning!

   

  I do apologize for the trouble the customer had.  However, once the package makes it to its destination our portion as the shipping store has fulfilled it's commitment.  We do not control customs and what other countries allow in.  My guess is that customs rejected it for a reason. As far as him shipping it back, he should provide that tracking number because it would be different. We did not handle the return.  He would need to complain to *** Corporate at ************ and be able to provide the return tracking number.  The red flags is that this shipment is back from June, no return tracking provided.  Our records has it making it June 28th to customs.

  Customer response

  11/05/2024

   
  Complaint: 22488323
  
  I am rejecting this response because: The endless apologies that I have received from *** are polite but useless.

  When I originally shipped the package, nobody informed me about the regulations, something that should have happened as the customer does not know them, while the provider of the service must do.

  I have been in touch with *****************, placed many telephone calls, and sent several emails. The tracking number when the package was returned is W5272354736, however please be advised I did not handle the return either. It was handled by *********** in ****** (******).I did the whole return process just as *** told me to do it. And I agree, the big red flag is that it has been almost 5 months and *** is not able to solve my problem. We are talking about very valuable personal belongings here, that got lost or stolen. My records have it making it August 1st to ******** and then it vanished. 
  
  Sincerely,
  
  **** ******** *********

  Business response

  11/06/2024

  Good morning!

  Once again we do apologize for the inconvenience.  We do not control customs.  We the first shipping store fulfilled our responsibility. However the complaint is with the last leg to ship, which is ****** and the last tracking number.  Please file the complaint with ***********************  ************.

   

  Customer response

  11/08/2024

   
  Complaint: 22488323
  
  I am rejecting this response because it is so easy to not be accountable. 
  
  Sincerely,
  
  **** ******** *********

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went into store to send a package on 12/18/23. Package promised by 12/22.23. Did not receive the package until 12/28/23. Contacted *** store, verbally and in writing seeking a refund. I received an email on 1/4//24 that I would receive the cost of shipping back, via an email directly from the store. Since I have went into the store (3) times to inquire, however, I keep getting the runaround. The manager is not there,online to check the status, the check is in the mail. I have sent 3-4 emails since 1/4/24, asking for an update and the store will not respond to me at all. I still have the original receipt for the purchase and all the emails associated with this claim.

  Business response

  03/20/2024

  Good morning

  Thank you for the message, however the customer sent a package to a hotel to a guest that was staying there.  The package arrived on it's correct shipping date and given to the hotel to give to guest.  Guest checked out.  Package was not late.  Corporate denied claim.  Hotel apparently held onto the package and did not give to guest.  The claim is with the hotel.  Sorry for the inconvenience.

   

   

  Customer response

  03/21/2024

   
  Complaint: 21448882
  
  I am rejecting this response because: The package was mailed on Monday, 12/18/23, with a delivery date of 12/23/23. I was fine with this date as it was still before Christmas. This was a gift, going to a hotel both me and my fianc, *********************** were staying at for 2 weeks, along with other family members from around the US. 
  When the package did not arrive by Christmas or the next day, I tried to get updates online to no avail. The hotel we both were staying at for 2 weeks was also aware the package was coming and did not hold on to it at all. The package did not come until after the new year on 1/2/24, well after our family had left the resort. Now I had to spend additional funds to ship onto their home as it did not arrive timely to our temporary location, the Embassy Suites. I sent through *****  with no issues and a cheaper shipping charge. The hotel did not hold on to the package and contacted us as soon as it arrived as they knew we had been looking for it daily. I have attached our hotel folio proving we were at this hotel for 2 weeks and did not check out until 1/4/24. We were the guests and I only used my Fianc name on the shipping to ENSURE we got it, as you see the room reservation was under his name, not mine. Just accept the fact you made an error and make it right rather than attempt to place fault on the customer. I would not be taking all these steps to get my refund if the package arrived timely or someone at *** tried to resolve the matter before it got here. I have never been told the refund request was denied either (due to this made up story) as I have been contacting this store for more almost 3 months to resolve without any response. *** corporate nor the store has NEVER contacted me once and I want my refund m. Their response is a lie!

  Sincerely,
  
  *******************************

  Business response

  04/24/2024

  Corporate denied claim because package arrived as scheduled.  Hotel did not inform their guest.  Unfortunately, we do not control their operations and guest stay time.

  Customer response

  04/24/2024

   
  Complaint: 21448882
  
  I am rejecting this response because:

  this is the EXACT same response they sent before to BBB. I sent documentation to prove we were guests there during the entire period. Further, the package was over a week late, *** guaranteed delivery by 12/21, it was NOT received until 12/28. *** is not holding to their commitment of money back guarantee. I had to keep calling to see where the package was as nothing was being updated online. UPD dropped the ball and should refund my delivery cost as they did not deliver as promised!

  I dealt with this *** store not a corporate location. This location took my money and did not uphold their responsibility to deliver the package timely. That is the fact and they should refund the delivery cost because of that, period!

  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently dropped off a package at this *** to get packaged AND shipped back to the company/business as this was an item I was a returning amounting to $252.82 to be exact. The employee printed out the prepaid label and said I was good to go. I did not watch her package it nor did she package it right away because as I walked out, there was another guest waiting to be serviced. Days went by and as I tracked my item, it still just said label created meaning she didnt even SCAN IT IN THE SYSTEM. I came back after seeing this issue and she told me to call *** corporate because she doesnt know what happened to it and packages get shipped out everyday I attempted to contact corporate and after trying 4 times, their automated system could not understand my tracking number to further assist me and transfer me over to a REAL person. At this point, I am frustrated because I cant even file a claim since the package was not even scanned in on their end so I went back a THIRD time to ask when her manager will be available to see next steps and pull up the cameras for proof that my package was last seen here and I need my money back for this lost/stolen package. I am going back for fourth time 3/4/23 in the morning to catch the manager while shes in the store to see what my options are because at this point, I just want the total amount of the cost of this lost package.

  Business response

  03/04/2023

  Thank you for your information.  Prepaids we only scan them. Printing the label we scan them, they pay and get a receipt. Prepaids mean that they are already package and ready to go with the exception of being scanned. its NOT PAID shipping. As he stated prepaid.  We only scan them in, then corporate picks up.  They pick up everyday several times of day. Unfortunately, with only scanning if this is truly the case, thats our only leg. Everything leave the store

  Customer response

  03/14/2023

   
  Complaint: 19538038
  
  I am rejecting this response because:
  
  

  ****** P

   reported via email

  21 hours ago (Mon, Mar 13 2023 at 2:33 PM)

   

  To:"Customer Relations" <**********************************************************************************************>

  [You don't often get email from ********************* Learn why this is important at ********************************************* ]
  
  Hi,
  
  I am reaching out because I see with my complaint, I was given 30 days to respond and you all just closed the complaint before I got a chance to respond to them because I am not satisfied with their response because they lost or stole my package. They stated they scan prepaid labels and my label was a prepaid label from The Real Real. They were supposed to scan it in AND package it and she never did after saying I was all set.
  
  I chose Option 2 which is free packing and shipping. In the screenshot below it specifically states 3. The associate will pack and ship your items for free so what they said in their response about not packaging for free is false and the lady was able to do it when she said I was good to go after my label printed out her printing label machine. They just needed to do that and scan my package in but it was never scanned in when she reprinted my prepaid label. It was either lost or never packaged and stolen from an employee. If you try tracking it, all it says is label created as shown in the image/s below. I just want my $252.82 back that I paid for those heels.
  
  WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.
  

  

  

  
  
  

  

  
  
  
  Regards,
  ****** P.

  A

  ****** P

  replied

  20 hours ago (Mon, Mar 13 2023 at 3:45 PM)

  To:"Customer Relations" <**********************************************************************************************>

  You don't often get email from *********************Learn why this is important

  Here is the receipt of the item being returned that *** lost or stole. The price is there.

  
  

  
  
  

  Regards, 

  ****** P. 

  
  

  Business response

  03/24/2023

  I do apologize for their inconvenience.  Unfortunately, when it is just a drop off', meaning that it was not shipped or anything purchased through the store, we only scan it and the drivers pick it up.  Claims for that have to go through corporate at ************.  Once again, we do apologize for your inconvenience. 

  Customer response

  03/27/2023

   
  Complaint: 19538038
  
  I am rejecting this response because: I tried calling corporate PLENTY of times and never get through to an actual real person. Its an automated system so I do not know how to proceed with a claim if I cant even get through to them. *** should be able to call and put in that claim instead of having a customer struggle to get a hold of anyone and let this situation drag. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a complaint regarding *** store **** and its owner. ******************************************************* is the address. Part of my complaint is they terminated my mailbox without any contact or notice. I still have the key and have been checking it as recently as 2/16/23 when I had you ask why there was no mail.I signed a contract for a mailbox for over a year. I check the mail regularly and found out 2/16/23 when I went to check the mail that my mailbox was terminated. I was never given notice of an amount due or my contract ending. I was told I have a past due balance and they sent my mail back. When I asked her to check some mail magically appeared. I still have my key and have been checking my mail regularly. I was never contacted and this is my business mailbox which I can even transfer immediately due to the type of ********************** I do and government agencies I work with. This is absurd and so unprofessional

  Business response

  02/28/2023

  Thank you for taking the time to forward the information. ******************************* box was expired since June of 2022.  She kept the key like most do.  She's blaming her none payment on she did not receive a notice.  Her term is on her original receipt at purchase.  The notices that she received are courtesy.  That mailbox has been sold twice since her and currently has someone occupying it, to date.  She wanted us to put them out and give it back to her.  I do apologize for the inconvenience and waste of your time.  I can provide a copy of her contract if necessary.  I took a pic of the system instead.

  The UPS Store

  1245 *********************

  *******, ** 60605

  Customer response

  03/03/2023

   
  Complaint: 19514038
  
  I am rejecting this response because:

  The business is required per *** corporate office to give notification. It it unlawful and unethical to close a mailbox without notification. What this business did was unethical, immoral, and unprofessional.

  I am in contact with *** corporate and the state regarding this owners inability to be accountable. It is awful unlawful to allow keys to be had by previous owners given others access to ones private mail. These people at this office saw me and spoke to me monthly and made no attempt to notify of any balance on my account

  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Items for a wedding coming up shortly were packed in a bag which weighed 80lbs and delivered to *** truck on 17th of May after labeling. The items was shipped from a *** store in ******* for delivery to ******, ** As of June 6, we have not received the package and we believe the package will still be in their system The tracking no for the package is: 1Z608W8A0379250638 We have contacted the UPS store, customer services and corporate customer relations and we have not received a definite answer on tracking of our package.We will appreciate your help to find a resolution to this issue

  Business response

  06/09/2022

  Good morning!

   

  The package did leave the store and made it to the distribution center in **.  *** Corporate is attempting at this point to locate the package.  It can take several days for an investigation.  Once that is done, the customer can file a claim for reimbursement.  However, everything that this location was suppose to do was completed. The mishap happened in NC distribution center. We will contact the customer to let them know that they can file a claim.

*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. ↩