Complaints

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Trying to locate my package through the business and have been lied to by workers no return calls like they have stated received nothing but rude responses when being helped , store manager Andrew is very argumentative and loud raised his voice with me in front of a store full of customers instead of trying to resolve the issues and in a threatening manner was hitting himself in the chest and banging on the counter telling me to get out!! Not the way a store manager should act!! Great role model for his employees!! Then refused to help me when they didn’t have answers

  Business response

  02/09/2024

  Good afternoon - we received notice of a complain from a ****** *****. We were unable to locate any customer information under the name "****** *****"  but we believe we are aware of the shipment that this complaint is in reference to that was shipped by a "******* *****" to "***** *****" in Knoxville, TN (Tracking # ******************) on January 22nd, 2024. Please see the attached documentation showing that a refund has already been issued to the customer on the date of the complaint to the original form of payment. We have also attached documentation showing multiple discussions that have been had with the customer - ******* ***** along with full detail of the UPS tracking showing delays that in no way reflect service that was received from our center. As for the complaint at hand, my supervisor (Chris) and myself have spoken to ******* ***** on multiple occasions due to delays in this package and had just gotten off the phone with ******* ***** letting her know that we are unable to give any exact details to the weather conditions that were delaying the package but we were waiting to hear from someone at UPS. We had requested with UPS for a supervisor from that local center to contact us, but because we are a franchise we are at the mercy of waiting for a call back from UPS. Within five minutes after getting off the phone with what seemed like a normal conversation, ****** ***** entered our location irate and with an attitude to gather "clarification" on what his wife was just told on the phone demanding that he get an answer right away. The supervisor Chris tried to apologize, offered a return of the package and refund but ****** ***** wanted to make a formal complaint because he was not satisfied that we were unable to give any details other than was is seen on UPS.com and didn't want to utilize the standard 1800PICKUPS phone number that we are instructed to give to customers. ****** ***** did not want to hear any answers that my supervisor Chris was trying to tell him about the processes we needed to follow to resolve this shipment. I reviewed my camera footage and can see that ****** ***** used his size to intimidate my supervisor by leaning over the counter, but the never once did I see my manager Andrew hit the counter or 'beat on his chest'. The manager Andrew did interject and ask Mr. ***** to leave the store as Chris was visibly shaking and unable to do anything further than refund and return the shipment. ****** ***** was not our customer, the shipment was returned to the center was picked up by ******* ***** on February 5th, 2024. 

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