UPS Store

To Whom It May Concern:I am extremely sorry that Mr. [redacted]'s TV arrived damaged. UPS did pay out on the claim following the declared value coverage signed for by Mr. [redacted] on May 10, 2016.  The documents attached show all documentation signed and given to Mr. [redacted] at the time of his...

shipment. My staff member also took the time to rubber stamp paper work as well as have Mr. [redacted] sign the PSO document to prevent this type of possible complaint. I have sent Mr. [redacted] a check in the amount of $152.09, $100.00 declared value and $52.09 for the shipment cost.Unfortunately I am unable to collect any further declared value coverage on this shipment.Sincerely - Judy [redacted] - Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The clerk never asked me did I want my bag. Why would I come back for it tgree days later if she asked me that and I was ok? I would like my grocery bag refund please and Thank you!
Regards,
[redacted]

Unfortunately, we are unable to predict the future maintenance needs of any automobile.  Therefore, all cars are sold "AS IS".  We disclose any information that we know about the car, however we do not know what may happen.  We buy cars "AS IS", and all customer purchases are "AS IS".  Each customer signs notification that they are aware that the car is being sold "AS IS" and that any future maintenance will be their responsibility.   Thank You,Bryant B[redacted]Prestigious Motorcars

Please note that a follow up call was attempted to Ms. [redacted].  She has yet to return the call.  I've also just received another letter from Revdex.com addressed to the former owner of this store.  Please confirm that you've now changed your records as outlined below.

Our store is not responsible for the complainant's issue. Since the package was a drop off, it is the customer responsibility to make sure the recipient's address is deliverable. Further more, the shipping label was created on UPS.COM and it was not created in our store by any of our associates, nor...

did we bill her for her shipping expenses. The shipping cost was charged to her by UPS corporate and not the UPS Store. We are a separate entity from UPS; we are a franchise. If the complainant has any issue she has to take it to UPS corporate. [redacted] ###-###-####[redacted] - The UPS Store [redacted]

sorry Cindy all cars are sold as is and we inform the customer of all issues we know... the car only had the tire pressure light on... with any used car issues can happen at any time...

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@theupsstore.com
I would like to sincerely apologize to this customer for this unfortunate circumstance. Human error was certainly involved in this...

instance, I just don't know for sure if it occurred at our store or prior to her packages arrival. I do not suspect employee theft. If I would ever believe that to be the case, that would be swiftly dealt with. UPS will gladly compensate the shipper of this package (Ralph Lauren) for the lost shipment. It is then the shippers choice to either refund her or replace the item. Thank you.

Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although it was an aggravation,I did get my refund in the full amount from Ralph Lauren.Will be a little skeptic about using this access point in future.

Revdex.com returned a call to Karen V[redacted] today and she advised that she agreed to refund half the amount to the consumer and that she was going to come in to the store and pick it up.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I'm sorry. I am not seeing the benefit or the purpose of this continued back and forth on the website. I have spoken with the company and the independent store on multiple occasions.  Apparently there is an impasse. I am not accepting their decision or rationale and they are not seeing my point of view as a consumer. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Mr. [redacted] contacted the center claiming 15 small bottles of body oils were missing from his shipment. I apologized and we discussed the condition of the box upon arrival which was shipped to Mr. [redacted]'s father. Per customer's own admission the exterior of the box and all bottles inside showed no...

sign of damage during transit. The original box with the shipping label had been disposed of and UPS could not perform an inspection. Based on his own admission that body oils could not have been lost during the course of shipment because of the condition of the box Mr. [redacted] was told it was unlikely claim would be paid.  I reviewed camera footage it was confirmed all items presented for shipment at our location were indeed packed and shipped in the 14 cube box.The employee who processed and packed the bottles has been questioned and is 100% confident the body oil bottles were all packed and shipped. Employee has been on staff for over four years. Unfortunately I am unable to pay out a claim under these circumstances. Sincerely - Judy [redacted] - Owner

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is satisfactory to me. But we still need to resolve the issue! Pleawe tell me next steps!!
Regards,
[redacted]

I am sorry the customer had to resolve to going to Revdex.com. I personally took her call when she called in to complain sometime in January 2016 and say that shehad found her receipt from October 2015 and wanted a refund since the package was not delivered. It is the responsibility of the...

shipper to know if the receiver can or cannot receive packages through UPS as we are not aware of who will or will not accept packages from a UPS carrier. We have shipped to Airforce bases numerous times and have never had a package returned.
When the customer called in I explained to her that UPS has a 14 day dispute policy for domestic shipments and she became very irate. I told her if she wanted a refund she had to bring in her receipt and come into the store. We did not hear back from her after this.
I would have been glad to give her a refund out of good faith, although it was not our fault that the package was not delivered. Keeping our customers happy is our priority but this lady was rude and very abusive.
 
Thank you.
Karen V[redacted]
The UPS Store

Revdex.com:At this time, I have not been contacted by [redacted] Store #6581 regarding complaint ID [redacted].I did however call the [redacted] corporate offices, and they were no help either. Apparently they have a scam in which they have their employees Sell insurance. Which they don't offer....

What they actually offer is declared valuae. Then on the receipt you sign it says there not liable for anything. Then [redacted] says it wasnt our fault so you get put in to this loop hole. But first and foremost what is offered to you is insurance for your product not declared value. I have done alot of research on this and they have many problems with this since atleast 2002 and at no time are any of these claims solved and the story is the same each time.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear [redacted] and Mr. [redacted]
I was first contacted by [redacted]'s on December 18, 2015 asking why he had stopped receiving mail forwarding. After reviewing our mailbox manager system it was discovered the calendar in the mail...

forwarding program had come to it's end on his business box and it discontinued the monthly notice for us to forward Mr. [redacted] mail on the 15th of each month.
I sincerely apologized and explained to Mr. [redacted] what had happened and told him I would mail the contents of his box at no charge and restart the mail forwarding for the 15th of every month. I packaged the mailbox contents, sent second day air at no charge and reset the mail forwarding calendar to May 2020. Mr. [redacted] was in agreement with this solution.
Please see attached shipping detail sending his mail out 2nd day air. I have also included a copy of his 1583 form and mailbox contract. I have whited out any personal information in relation to Mr. [redacted].
Mr. [redacted] contacted the store and we spoke on 12-29-2015 when he informed me of the mail he found from the IRS. I apologized again but explained that if you do not receive your expected mail forwarding you should contact the center immediately so we can review on a timely basis and correct immediately which we did after his one and only phone call on this matter on December 18th, 2015.
I completely understand his frustration with the error but he has a level of responsibility to contact the center immediately when he did not receive his mail forwarding back in February of 2015 then again in March 2015 and again in April of 2015 and again in May of 2015 and again in June of 2015 and so on and so on.
In January 2015 he says he stopped receiving mail forwarding, he was not charged for the service and now complains he did not receive the service for 11 months but never contacted the center until December 18, 2015.
These are the facts in relation to this customers complaint. Please let me know if you require any other information, I will cooperate and help in any way that I can. My status with the Revdex.com is very important to me. My customers and there satisfaction with our centers services are critical to my continued success and something I take very seriously.
Sincerely Judy [redacted] - Owner The UPS Store
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This store violated their contractual duty to deliver mail, which has resulted in a $3,000 penalty from the IRS. My company receives very little, if any mail, regularly. There is not a possibility of knowing that I was NOT receiving mail - that defies logic (you cannot know what you do not know). This store owes my company in excess of $3,000 for damages to the IRS. The lawyers for my company will be putting together the case.
Final Business Response /* (4000, 9, 2016/01/05) */
Dear Mr. [redacted]
I again want to apologize for your cancelled mail forwarding issue. You opened your box on August 16th, 2014. You received mail forwarding October 11th 2014 and again January 27, 2015 when the computer program calendar expired. You were charged on a credit card for each of these forwarding charges. You were not charged for any further forwarding charges.
Your company renewed the box July 18, 2015.
The first opportunity I had to fix this error was December 18th, 2015 when you & I discussed problem and fixed forwarding calendar setting to December 2020.
Please review your mailbox contract as this will help save you time pursuing this matter with an attorney.
I am confident as a new business your accountant will be successful in eliminating any fines levied by the IRS. I will send a check for $100.00 which is outlined in the mailbox contract and this should take care of any fees associated with your accountant to handle the levied fine.
I again apologize this is not a great solution but the best one I have for this situation.
Sincerely - Judy [redacted]

I have received your letter regarding a customer com p l aint of [redacted] ** [redacted] on March 24th 2017.   Thank-You for bringing this issue to our attention.We do va l ue each and every customer we have. Someti mes accidents do occu r. We have a claim process we have to follow when it...

does. We try hard to take care of our customers when t h is happens.   Ms [redacted] d id come I n to the store to ship her package. During transit it was lost. When she called on the 8th we started a lost package investigation . This does take 8- 10 business days. Once we hear back from UPS we contact t he customer with the find ings. There isn 't anything we can do until the investigation is complete, and UPS contacts us. That is why we d id not contact her.   A fler her call to UPS on the 22nd of March, they I n turn emailed the store and also send a letter in the mail with claim paperwork which I received on th e 23rd . I talked to Ms [redacted] on the 23rd March. I explained to her that she will have to get me recei pts or copies of  them showing the value of her items which was 2 tops, I pair girls size 6 jea ns and aletter. She stated the receipt was in thebox of clothes. I told her that if she paid for them on her credit card , her statement would have the cost of the items, that she cou ld also contact the store and see I f  they could print out a receipt showing the cost of the I tems. (most stores wi ll do this) Once I received those receipts I could finish the paperwork to submit her claim.   We don't insu re checks, money orders, cashiers checks, cash, gold or coins for the value of it. However, I f she has to have a stop payment on her cashiers check that I wou ld need the receipt for it as well , and  that I would put down that cost in the claim. As for th e late fees, she knew before the 15th they would not received that payment. UPS will not pay any late fees as she had p lenty of  time to reissue a payment to them to get them paid. Having it continue to be late will not be pa id out on a claim.   I am including a copy of her shi pment detai ls. It is showing she only insured her package tota l of $100.00 She also has that she was shipping shirts, jeans and a letter. A fter talking to the associate that processed this package, he states she d id not tell h im there was a cashiers check, on ly the letter.   I have no problem in processing the claim for her. I t wi l l include the cost of $I 1.54 for the shi pping and the true va l ue of what she paid for the items u p to $100.00. I however need to have those recei pts from her before I can continue with the clai m.   There is a tim e l im it on any claim, so she will need to get me that info ASA P. Once I have that inform at ion I takes close to 14 clays for it to be processed and payment sent. lfnot U PS wi ll close the claim . Again I can not do anything else until she gives me the prove of value of the items.Karen W[redacted] Store Manager   The UPS Store 2812

We shipped this item to Paraguay on behalf of Mrs [redacted] as she was told all items traveling internationally are subject to duties and taxes by the destination country. She also signed a Parcel shipping order acknowledging this which we can produce a copy of if need be. We can not control duties and...

taxes that are assigned by Paraguyan customs. Mrs [redacted] recipient refused to pay those duties and taxes causing the item to be held by customs. We submitted a letter in a timely fashion to request to have the item returned to the US however international returns are never gauranteed dus to customs regulations. Any other questions please feel free to contact us here at the store.

The initial portion of the transaction was completed, when it was determined that a box was needed to ship this customer's item.  The customer was IN the store and told that she would need to purchase a box or the item might get damaged in transit.  The employee went in the back of the...

store to get the box and the customer left the store.  The employee found the customer in the parking lot and the customer said she was in a hurry and could we please call her.  This call was made shortly after that conversation and per the customer's request.  Three different employees gave the same version of this experience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...

and have determined that this does not resolve my complaint. 
Regards,
[redacted] I am rejecting because he did not tell all issues and I have a witnesses. Who was there at time of both visits the first day the car messesd up I called from the parts place to ask did the car need a starter and he responed no the car did need a starter he said all maintenance was done and that too was a lie and as he stated that saying the light was a tire sensor it was not a tire sensor it was a core and crank shaft sensor

Although we understand and empathize with the customer's situation, UPS determined that the package would not be safe if left at the delivery location without a signature from the recipient. UPS attempted this delivery three times and then held it for pickup at the local UPS facility for five days....

Given that the recipient wasn't available for any of the three delivery attempts, nor did they pick up the package at their local UPS facility, nor did they contact UPS to provide an alternate delivery location or discuss other options, UPS had no choice but to return the package to the sender.The UPS Store and UPS work hard to deliver every package successful, and therefore the above described UPS process has been refined to be very friendly to the sender/recipient. Unfortunately there are cases such as this where the recipient simply doesn't make themselves available for the delivery nor do they communicate with UPS to discuss a better option. In these cases UPS must safely return the package to the sender and the sender is not entitled to a refund as the reason for the failed delivery attempt is outside of UPS's control.