Complaints

• Initial Complaint

  01/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was returning an item to a business and paid them for my return shipping label. I received it but there was no option to print it myself..I could only have the ** code scanned and printed at a *** location. I arrived to this store but they were having issues with their scanner pulling up the ** code. I even double checked that this was a location available for me to print my label and make my return and everything was correct on my end, it was just their scanner. Since it was their scanner the lady who was assisting me told me to just forward the email to them so I did. She printed it and then charged my card an extra $2.35 without my approval. I said "you didn't tell me it would cost me to send it to you via email" and she very rudly replied "well of course we are going to charge you to print this." There would not have been a cost if their scanners had been working so I was not expecting a cost for them to fix their own issue. Had I been told there would be an extra charge on top if what I already paid for the shipping I would have gone somewhere else. This is unfair and deceptive business practices. All I want is my $2.35 additional charge refunded but the business keeps ignoring me when I hav tried to reach out

  Business response

  01/18/2024

  After reviewing the complaint details, here's my take on what appears to have happened.  Due to the customer shipping a return it appears she entered the store with a ** Code that possibly had a shipping label attached.  She stated, "it did not give her an option to print herself".  If she wasn't given an option to print herself, then the store wouldn't have been able to print the label either.  Unfortunately, there could have been multiple reasons as to why the label had to be printed.  If she paid us to ship the package, I don't see how/why we would have charged her a fee for printing a label to be placed on her package.  In most cases like this, the customer assumes the ********************** can scan the ** Code in order to obtain the shipping label to be placed on their package and that's not the case.  In order to print the shipping label, we always inform the customer what the cost would be and allow the individual the option to have the store print the label for a fee (paper & ink) or they can print it outside of the store and bring it back for us to scan and ship for them.  The details provided appears to be very conflicting. 

  Customer response

  01/18/2024

  I am rejecting this response because:   I was sending back a return and had to pay for the shipping label to the company. The shipping label was then sent to me directly from **** I have attached a screenshot of the email I received with the shipping label info. The email states that I can print the label at home, but when I tried, it was requiring software that wasn't available for computers (I can't access this screen anymore to give exact details because the shipping label link is now expired). I tried accessing it from both my phone and computer, as well as different browsers and got the same results. Therefore, I had no option to print the label on my own. It says I also had the option to bring the barcode (I misspoke and called it a QR code) to a *** location to be printed for me. I also provided a screenshot showing that this store was a location that the *** website said could scan the barcode. When I got to the store, the staff tried to scan the barcode using multiple scanners but it wasn't working. The main lady who was helping me (employee ****** on 11/22) told me to try forwarding the email to the store to see if they could get it that way. It is absolutely not true that you always inform the customer what the cost will be because this employee said NOTHING about it costing anything to forward my email to the store. The lady printed the label and THEN said that I owed $2.18. My response was "I didn't know that I was going to be charged for that." She rudely responded "Well of course we are going to charge you for that." I have only been to this store to make Amazon returns and my code is always scanned and printed with no issue and no extra charge, so I was under the impression that this worked the same way. Especially since the employees told me that the scanners weren't working. Whether this was the actual reason why it wouldn't scan my barcode or not, I don't know. But your employees TOLD me that this is why my barcode wouldn't scan and if it would have worked properly, I wouldn't have been charged the print fee. If I had been informed of any of this before I would NOT have proceeded to send the email in the first place and would have gone somewhere else. Maybe other employees do inform the customer that there is a print fee, but employee ****** did not, and not informing the customer about these fees BEFORE you tell them to do something is deceptive business practices and I stand by my initial request of a refund for these charges.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am seeking full refund for an Emerson HD TV sent with tracking number 1ZOTTOXXXXXXXXXXXX. Pictures are provided of damaged television. Emerson Tv is valued at 160 and shipping was 29.00. I cannot file a claims report because site is asking for account number and enter the 6 digits after 1Z and never works. I think other parties may be involved that called the UPS Store possibly ordering this.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/03) */ I spoke with this customer a couple of times and I did provide him with my store's account number. The customer also packed the TV himself so not real sure how well this item was packed on the inside. We here at the store take classes and are all trained to pack items. Also, he refused the additional insurance that we do offer. We cover up to $100.00 insurance on instore packed items automatically. To file a claim he will need pictures of the way he packed it before shipping and the damage cause after arrival as well. I have all the paperwork on the shipping details if you need anything please just let me know. Thank you, Tosha Store Manager.

*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. ↩