UPS Store

I am rejecting this response because:The letter speaks for itself. It's unprofessional and unclear manner only goes to show how the employees and management have behaved with our most recent purchase. Frankly, I can barely read half of the letter. I am assuming "becz" means because and "loose" might mean lose but I don't want to assume. As Operations Manager for [redacted] I was fully aware of the cost of the product we were shipping. I am in charge of ordering material and processing payroll. We compile our costs based purely on this information. I knew the mantle's cost which is why we decided to package and ship it through UPS in the first place. We believed it would have been handled with care but it fell quite short of that.  Please confirm the next steps for our complaint as they have not offered a resolution to our issue. Sincerely,[redacted]

April 28, 2015
Dear [redacted]:
I certainly appreciate the opportunity to address [redacted]s concerns about her visit to our store on January 31, 2015.In my previous letter I outlined a number of concerns with her packaging. As a franchise, we are evaluated on the number of claims and the dollar amount of claims. If these exceed certain levels, our package declared value rates rise, increasing our costs. So we simply don't have the option to allow a customer to waive coverage. UPS will still hold us accountable for the damage that occurred on our account. A few claims can result in our costs increasing hundreds to a thousands of dollars, far exceeding any profit that we would earn on the package. So we believe it's in both our customer and our best interest to ensure that each package is correctly packaged.
I'm thankful that all of her packages arrived without damage. Our approach has proven successful and has resulted in over a million packages arriving without damage. So while improperly packed packages can arrive without damage, we need to approach this with the goal that every package will arrive without damage.
We welcome the chance for [redacted] to use our store for her future shipping needs. We offer a wide range of packing material and supplies for self-packing. For fragile items, we offer full-service packing to include building crates and custom boxes. Finally, our pack and ship guarantee, covers anything we pack to include the material, labor, contents and shipping.Sincerely,Michael P.Owner

To Whom It May Concern:
I am writing to you regarding the above referenced complaint.
This customer had requested us to pack and ship a large set of [redacted] dinnerware to [redacted]. The plates were triple-bubble wrapped and double boxed. The shipment was 2 large boxes being shipped from...

** to **. I do not know how the customer could expect so many items to be shipped so far for $72.00 in total. I believe that he misinterpreted the quote, only hearing that the packaging was $72.00, but the total charges were to be $170.59. He cannot even ship 2 large boxes to [redacted] for $72.00, let alone have them packaged and double boxed. I hope that this reply works to resolve this complaint. We take every effort to serve our customers, but clearly there are some customers who can never be satisfied. And, from my experience, they resort to threats and harassment, just as in this situation.Should you have any further questions, please do not hesitate to contact me.
Thank you,

ON BEHALF OF THE UPS STORE I WOULD LIKE TO MAKE IT CLEAR THE UPS STORE [redacted] HAS NOTHING TO DO WITH THE SITUATION STATED BY THE CUSTOMER. THE UPS STORE'S JOB IS PROCESS THE SHIPMENT(CREATING THE SHIPPING LABEL ACCORDING TO WEIGHT, SIZE ETC.) AND PROCESS THE PAYMENT. THE UPS STORE HAS NO...

AUTHORITY TO INVESTIGATE, OR APPORVE OR DISAPPROVE ANY CLAIM.THE UPS DAMAGE CLAIM DEPARTMENT USUALLY PROCESS THE INVESTIGATION AND AFTER INVESTIGATION REPORT THEY FORWARD IT TO THE CLAIMS DEPARTMENT OF UPS. THEN UPS CLAIMS DEPARTMENT DECIDES TO APPROVE OR DISAPPROVE THE CLAIM DEPENDING ON THE SITUATION. IF APPROVED THEY SEND THE UPS STORE THE PAPERWORK AND THEN CUSTOMER HAS TO PROVIDE PROOF OF THE VALUE OF THE ITEMS. UPON SUBMITTING ALL THESE DOCUMENTATION UPS WILL SEND THE CHECK FOR THE DETERMINED ABOUT WHICH IS WITHIN INSURED AMOUNT TO THE UPS STORE AND THEN THE UPS STORE WILL HAND THE CHECK OVER TO THE CUSTOMER. ACCORDING TO OUR RECENT CONVERSATION TODAY WITH UPS DAMAGE CLAIMS DEPARTMENT THIS PACKAGE IS STILL BEING INVESTIGATED.

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference,...

details of the offer I reviewed appear below. In the company's response to the Revdex.com was that the Order was fulfilled and that I would be receiving a tracking number the next day. Well it's been more than 48hrs since his response back to the Revdex.com and I still don't have the tracking number. At this time I have no idea if the order is actually fulfilled and shipped. I find it funny that after almost 5 months of trying to get my order, I send a complaint to the Revdex.com and the next day I get an email saying the order was fulfilled and shipped. 
Regards,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]...

Dear [redacted]:
Since the incident happened, I have been with the customer for the insurance claim process. The claim has been approved. However, UPS requires the receiver to submit the repair estimate to assess the claim fairly and accurately.
The receiver lives in New York City and told...

me it will cost for transportation and the repair estimate. The receiver was informed that UPS will cover the cost of the repair estimate and I will cover the transportation cost by email on 12/10/2014.- Please see attached.I understand it is not very convenient to get a repair estimate. However, the claim process cannot be completed without the repair estimate. I will do my best to help the customer receive the claim check as soon as he submits the repair estimate. If you have any questions, please contact me at [redacted] or [redacted]. Thank you.Sincerely,Steven L
The UPS Store

We
shipped a package for this customer...

internationally via [redacted] through our store whose tracking number is [redacted] as our ups
store is approved postal shipper.
Once we create a label our job is to hand over the package to the postman that
comes to our store and after that the shipping service is provided by [redacted]. We
have regular pick up (3 times a day) from post office and when the postman
comes he takes all the packages each time of pick up. However the postman never
scans each package individually rather he/she takes packages altogether. and we
make sure every package leaves our facility every single day.
So clearly there is no chance that the package is sitting at our store for
months.
now after a month of this shipment customer called us and brought it to our
attention that there is no tracking history for this package and he mentioned
that when he called post office to set up a claim they said they never received
the package but we ensured the customer that the package definitely left the
store.
we also promised him we will set up a claim with post office which will take at
least a month to get a result. HOWEVER WE NEVER REFUSED TO GIVE HIS REFUND
INSTEAD WE SAID WE NEEDED MORE TIME SINCE WE DIDN'T HAVE ANY UPDATE FROM [redacted] AT
THE TIME.
We last check the claim status yesterday and saw they approved our claim and
paid us the amount of shipping. Since the package wasn't insured so he is not
subject to getting the cost of items inside.
ALSO HE HAS TO GIVE US THE ORIGINAL RECIED OR A COPY OF THE RECIED IN ORDER TO
GET REFUND FOR THE AMOUNT OF SHIPPING.

see attached

Revdex.com:
At this time, I have not been contacted by UPS Store regarding complaint ID [redacted].
Sincerely,
[redacted]

June 12, 2015Revdex.com4747 Viewridge Ave #200San Diego, CA 92123-1688Dear Representative:RECEIVED JUN 2 6 2015Our customer is correct in the assumption that her paperwork did not arrive to its destination asscheduled. As soon as our UPS Store was...

notified that the documents were not delivered as scheduled,we put in a trace through UPS in order to find her package. This process takes up to 8 business days andwas put into the system on May 4, 2015. We tried to keep the customer notified by email and phonecalls of the specifics. On May 12, 2015 UPS declared the package missing and requested furtherinformation from us regarding the specifics of what was in the package. At that time we asked thecustomer for the value of the package and she said that there was no value and she just wanted hermoney back for the shipping. We informed her that it would take a couple weeks in order for UPS togenerate the check and for us to reissue a check to her for full reimbursement. On May 26th, sherequested her refund which we had not received yet through UPS. We received her refund checkthrough UPS and in turn sent her a check out on June 8, 2015.Sincerely,[redacted]

I recently had Nationwide replace my roof after last years hail damage. My wife and I were living in Europe at the time, but Todd was able to communicate with us and let us know all of the details and options. Nationwide came and replaced our worn shingle rood with a new metal roof. The roof looks excellent and the work was first rate. I would recommend Nationwide to others (which I have already done). I've also had Nationwide come back and do some duct work and assist with a new AC unit replacement.

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

The customer has been contacted and explained the store is not able to hold the mail. I will request the signed contract to be provided to the customer as well as only email communication for the duration of the mail forwarding period. (6 months) The customer stated he has agreed with the store...

owner to have another person authorized to pick up the mail as the customer does not want the store owner to know where their mail is being forwarded. I will follow up with the associate that originally handled this case as well as the store owner and go over the rules and regulations. Customer satisfied with this resolution.

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 and the matter has been resolved.
Sincerely,
[redacted]

Mr. [redacted]'s story is one of the most inaccurate telling's of an event that I've ever seen. Mr. [redacted] came into our store(The UPS #4222) on Thursday and requested we send a standard envelope "certified mail". Now, not only can we do this and have done this several times for customers but the service...

can only be done through the United States Postal Service. ALL UPS Stores mail parcels via USPS as a courtesy for customers so they don't have to wait in line at their/our local postal facility or deal with their customer service. Now, a parcel being shipped this method doesn't always have the most consistent tracking nor does it arrive in a timely manner. Normally this can take a week using the first class method. Now, the customer in question was strictly given the service HE requested. Whether he knew the details or not is on him based on him demanding a specific way it was mailed. He also "claimed" he didn't know we provide services via USPS, which is clearly on the door when you walk into our store and he even wanted an option that only the United States Postal Service can provide. Mr. [redacted] came back into on Saturday June 7th at about 12:15 PM. Now, at that time I spoke with him and informed him AGAIN this method was using USPS and I would contact them. He began telling me at that time we needed to change our receipts(which we have no control over) to show certain websites and details that any customer should already know. Mr. [redacted] was tracking his USPS parcel via UPS's website. USPS was closed , which I said they might be to Mr. [redacted] at the time he was in the store. So, the next available time I was going to be able to call was in fact Monday morning. Our store is closed on Sunday which is posted on the front of the store and our website. I called Monday morning and left a message for a USPS representative to call me back. The customer then called at 9:45 A.M. and the berating began. From the start on the phone the customer told me what I needed to do, how I needed to do it, and many other things. The customer made comments on how the store was "supposed" to be run and other rude and belittling comments such as that. He then proceeded to tell he was a vet(which has NOTHING to do with any part of this transaction) and that we were "sub-contracted" out to use the United States Postal Service, which we aren't. Again, we do use these select USPS services strictly as a courtesy for the customer. The end of the conversation, I did in fact raise my voice to the customer upon constant berating by him and told him to come into the store and he would be given a FULL refund, even though he hadn't given the parcel adequate time to reach it's destination or even be scanned. 
 
 I pride myself on running the store to it's full potential and providing every customer a great experience and service. Now, if that isn't met we always give full refunds and apologize right away. No employee or myself(owner) will stand by and be berated and belittled by any customer, let alone a customer that clearly was upset that he didn't ask for the correct service to begin with and doesn't have the appropriate knowledge to give a parcel time to be track able and reach it's destination. His story is twisted to benefit him and his situation that he claims wasn't handled properly. This particular store has never had a bad mark in nearly 7 years and again takes pride in it's customer service until the customer becomes hostile. 
 
Thank-you,
[redacted](Owner)

Mr [redacted] came in to ship his package on 09/20/2017 and we processed his package. He called us the next day and advised that the package was going to an incorrect address. We re routed the package to its correct destination after the address was updated.We provided the updated delivery date to the...

customer and the package was delivered on 09/25/2017. He called back on 09/26/2017 to advise us that the package was delivered to a neighbor and not the correct address. We called UPS to verify this information and we were advised by UPS that the package was delivered to the correct address.  UPS ground service is not a guarantied service and does not qualify for any service delay refund. We explained everything to the customer and he hung up the phone with a foul language. This transaction does not qualify for any refund.We understand Mr Davids frustration, however in the future we do look forward to helping him with any of his shipping needs. We will not be able to provide any refund on the disputed amount of $ 18.00.We look forward to helping Mr [redacted] in the  future for shipping needs or much more.Regards,[redacted]Ups Store - Owner

June 12, 2015Revdex.com4747 Viewridge Ave #200San Diego, CA 92123-1688Dear Representative:RECEIVED JUN 2 6 2015Our customer is correct in the assumption that her paperwork did not arrive to its destination asscheduled. As soon as our UPS Store was notified that the documents were not...

delivered as scheduled,we put in a trace through UPS in order to find her package. This process takes up to 8 business days andwas put into the system on May 4, 2015. We tried to keep the customer notified by email and phonecalls of the specifics. On May 12, 2015 UPS declared the package missing and requested furtherinformation from us regarding the specifics of what was in the package. At that time we asked thecustomer for the value of the package and she said that there was no value and she just wanted hermoney back for the shipping. We informed her that it would take a couple weeks in order for UPS togenerate the check and for us to reissue a check to her for full reimbursement. On May 26th, sherequested her refund which we had not received yet through UPS. We received her refund checkthrough UPS and in turn sent her a check out on June 8, 2015.Sincerely,[redacted]

Revdex.com:At this time, I have not been contacted by The UPS Store regarding complaint ID [redacted].Sincerely,[redacted]