ComplaintsforThe UPS Store Ewa Beach

• Initial Complaint

  07/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  23 July 2023 Date of transaction: Jan 3, 2023. $183.49 paid to business. Business quoted 2 days shipping frozen fish to ********** when inquired in store and via phone. The dispute was frozen fish arrived 3 days, 16 hours.The dry ice evaporated, and fish was bellow preserved temperature warm. I researched before shipping the $60.00 slab sashimi grade tuna and rotisserie chicken that dry ice last 24 hrs. and fresh frozen items last 24 Hrs. for total preserved time 2 days. I was quoted 2 day's to ********** per *** and determined perfect for shipping this Fresh Frozen Fish. My friend called me after the 2nd day that it was not received at **********. I called *** and was stated it was X-rayed and opened due to irregularities and would be received the 3rd day noon. It finally arrived in ********** later 4:00 PM of ****** day. When inquiring about shipping time, the attendant should've said possibility of delays. If that was stated, I than not would not send the perishable fish to **********. *** store said I signed the agreement. I signed because I was quoted 2 days to ********** twice and thought this was standard and OK to sign. They are using my signature to defend the attendant misleading substandard sales skills. I called *** main customer service line and was authorized the full shipping cost, but when I asked to include one-half of ************************** said, "forget about it" *** does not have 2nd day air. I checked the agreement, and it does list 1st, 2nd, and 3rd day air options. It seems I was blocked out due to some influence from higher management. I have patronized this store since inception and should be treated more fairly. The website states locally owned but seems like locals are not treated fairly.Tracking # ***************** I also submited a claim with BOH *********** resulting in denail of claim due to me signing the agreement.

  Business response

  08/10/2023

  We are the *** Store which works with and is franchised by MBE. We tender the shipments to ***, the carrier and they ultimately move the shipments. The item was packed and shipped as promised via the store and the shipment was tendered to *** for shipping, handling and ultimately delivery as planned and scheduled. *** decided to check the contents of the shipment which ultimately delayed the shipment. This is done at *** discretion and is not the fault of the store. The customer also signed the waiver which clearly states the shipments are not guaranteed as the carrier does its best to deliver on time. This client has also DISPUTED The credit card charge numerous times which directly affects the store and not ***. The disputed charge is waiting for mediation as the waiver signed clearly releases the store, us, from delays caused bu the shipper ***. We do offer 2nd air shipments from ****** to the mainland. As of now this client has not paid for the shipment as the chat hew as disputed and the funds taken from our account. 

  We do what we can to help our valued clients but at times the situation is out of our control and hands. 

  Customer response

  08/20/2023

  
  The information Im providing is in response to the Message from the business.
  
  Sorry for the delay. I took a break on Molokai Aug 1 to Aug 14 when the Maui fire happened an had limited internet and phone connection.
  
  The item was packed and shipped as promised via the store-WRONG.
  Dec 15,2002 inquired personally in *** store on dry ice limit of 5 lbs. and was told 2 days to ********** and will be packed in *** Box.
  Jan 2, 2023, called to verify Holiday schedule and verified dry ice limit 5 lbs. and verified again 2 days to **********.
  Ultimately delivery as planned and scheduled. -WRONG
  Both occasions when inquiring shipping information- staff advised 2 days to ********** (No mentioned of delays)
  *** decided to check the contents of the shipment which ultimately delayed the shipment. This is done at *** discretion and is not the fault of the store. NOT INFORMED
  On both occasion when inquiring about shipping fish to ********** with *** recommendation using 5 lb. limit on dry ice and there was no mention of delays. and again, mentioned only 2 days to **********.
  I also verified with the gasproof Store that 5 lb. of dry ice evaporates in 24 hours, but when item is also frozen, its good for 2 days.
  Its simple directions for the *** front line staff to disclose all important information to the customer that will benefit the customer and also protect the **********************. Just say, Possibility of delays.
  The customer also signed the waiver which clearly states the shipments are not guaranteed as the carrier does its best to deliver on time. -MISLEADING
  I signed it knowing that if the Front-Line staff that has contact daily will say on the 2 inquires the same Its takes 2 days to **********. I will interpret that as Standard and expected.
  This client has also DISPUTED The credit card charge numerous times which directly affects the store and not ***. (Dispute is against the *** store that provided information to me)
  I have disputed the credit card charge due to the evaporation of the dry ice after 2 days.
  The Premium Ahi Yellow Fin tuna requires refrigerated temp to keep the fresh frozen fish fresh for the reason I decided to ship as quoted by the *** staff 2 days.
  I inquired with the local vendor Gaspro where I purchased the dry ice states; The 5 lb. of dry ice will be good for 24 hrs. and when freezing the fish an additional 24 hr. is added for a total of 2 days to keep
  the fish close to a refrigerated temperature.
  The disputed charge is waiting for mediation as the waiver signed clearly releases the store, us, from delays caused by the shipper ***. (I signed the waiver because the staff quoted 2 days to **********.)
  I know nothing about shipping and will rely on the *** store to guide me to meet my desired expectations.
  In this case when inquiring with the staff, they did not state the possibility of delays which was never mentioned to me. If that was mentioned, I would not send the $60.00 Ahi to **********.
  We do offer 2nd air shipments from ****** to the mainland. As of now this client has not paid for the shipment as the chat hew as disputed and the funds taken from our account. (I paid for 2nd day Air)
  The receipt Im looking at now is typed 2DA $146.63.
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  In Summary, all I wanted to do was ship this fish and received fresh and include a rotisserie chicken. I did the research to verify the amount of hours the box would be cold to preserve the content of the perishable item. The dry ice vendor states 2 days for maximum cooling, which consists of 5 lb. dry ice that would last 24 hours and when the item is frozen adding an additional 24 hours for a total of 2 days.When inquiring with the *** store that does my shipping. I asked on 2 occasions that I am shipping fish to ********** and how many days to reach there. The answer was two days on both inquiries. The *** store shouldve been alerted that my inquiry is specific and involves perishable items. A simple answer is 2 days to **********, but no guarantees due to delays.
  The staff needs to protect the company and the best interests of the customer by disclosing pertinent shipping information. I know the *** staff knows about shipping, but most customers dont and will learn from experience next time. More time should be spent with the customer and not ******* to get to the next customer.
  Ive been in the harshest arena of customer service as a Service Advisor/ Consultant for numerous New Car Dealerships for 30 years plus and knows what it takes to have repeat customers.
  All information provided is true and correct to the best of my knowledge.
  
  Sincerely,
  *****************************.

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