ComplaintsforThe UPS Store 3336

• Initial Complaint

  08/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction: 8/11/2023 Time: 12:57pm Place: UPS *********** ** Cost: $34.82 UPS provided me with a shipping return label. I bought this label in Ohio, because of the issues and extra unwarranted financial output I would have had via UPS, ********* **. The US DOS informed me that they did not use the redirected label. I immediately called UPS to inform the manager, who was in a meeting: I was told she'd return my call. After about 1.5 days, I went to UPS for another reason, but while there, I asked for the manager, who was not there at the time. Another (male) employee handled the situation, instead. We began to discuss my issue and refund request. He dialed Manger *****, who told him to tell me she will check to see if the shipping label had been paid/billed. If billed/paid, I could not get the refund, if not billed/paid I would. I asked him to explain, because I did not understand and was confused. The employee became highly upset (he was moving about practically the entire time), seemingly not giving much attention to this issue. He rudely said he explained it "10" times which he had not. Overall, he further and consistently stated they were not a UPS Store, they were like a franchise. I shockingly replied, UPS is written on the front of the building. For me, had I known it was not a UPS store, I would not have purchased the label. After further inquiry for clarity, he became very angry and told me to leave the store, that he had explained "15" times, which he had not. He was abnormally angry, to me, that I became concerned for my safety so recorded the remainder of the conversation. I did not argue with him. I told him I recorded it. He said he did not give a "f**k." Because I was and still am hugely concerned for myself and safety and how I was treated, I called **** * ****... I am sure the UPS Owner, Mr. **** will not like this kind of employee behavior. I know employees have bad days, nevertheless, I did not deserve to be disrespected.

  Business response

  08/21/2023

  We do apologize for the inconvenience this has caused and want to ensure you are not in danger or need to worry about your well-being. We have went ahead and processed your refund, proof is attached. However, I would like to note we also have cameras with audio in the store and after reviewing, I do understand your frustrations but the employee had repeated himself multiple times and I believe there was multiple misunderstandings. In no way was it handled well and does not represent our attitude as The UPS Store, but frustrations can arise if one if feeling unheard or misunderstood. Again, we do apologize for the inconvenience and troubles, and we hope this message finds you well. 

  Customer response

  08/21/2023

  Better Business Bureau:
  
  I accept the refund.

  However, I in no way agree with and do not accept the response explanation. Nepotism is always prevalent for defense of employees. Meaning, from my end, that employees are blanketed by finding fault or blame - for balance sake - especially with the one who has been offended. There is no excuse for his actions. I too have managed a business.
  

  However, I also have proof and it does not demonstrate his patience or respect for me as a customer. Period.

  I asked him relative different questions that pertained to his unclear answers - this need for further clarity. 
  

  Regardless of your and UPS’s reasons, NO CUSTOMER should be cursed at or disrespected on any level or feel unsafe. I did not feel safe with his actions and temperament. 

  ***** ******
  

*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. ↩