The UPS Store reviews and complaints 1
View all 355 complaintsThe UPS Store - lost package
This store lost my package and will not take responsibility for it. After filing a very detailed complaint (listing dates and people I spoke with over a two week preiod) with the BBB, they tried to put it off on the company that provided the prepaid label. I did not accept their resolution and BBB submitted a rebuttal which they never responded. I was never able to talk with anyone in charge at the store. They would always say that they would call me back and I had to continuously call them.
I took it there and handed it to the person working. The tracking number does not show in the system. That is why UPS said the store was responsible for the loss. I agree. The perosn working told me during one of my phone calls that UPS was late arriving and he left the package for him and went home. I'm sure this is not what he is telling his superiors.
The UPS guy said he never received it, so it never got scanned into the system. When calling UPS they said the store was responsible.
It printed perfectly. I printed it and this was there last excuse. You should have heard some of the other reasons they had for not taking responsibility. I am in school and rent my textbooks. I have done this many times but this was my first and last time dropping a package off at the UPS Store.
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Yes please stop dropping prepaid packages off at the UPS Stores. We do not want them, are paid almost nothing to do UPS's job for them, and are held responsible for UPS's packages when we have zero control over a prepaid package when it leaves our store. Take them to the UPS hub or schedule a pickup. The only packages that we have any control over are packages that are manifested, and paid for (that means the cash register opens), through our stores. You might as well be mad at a drop box.
I can't speak to your experience with the staff at that store, but the overall problem is with the system and the system is dictated by UPS. To be a UPS Store franchisee, one must agree to accept and forward "drop off" packages to UPS. Chegg's (or whomever) pays UPS directly. Then, the customer is directed to a convenient drop off location - paid for and staffed by the franchisee, not by UPS. When a problem arrises, UPS routinely uses the franchised store as a scapegoat, as they did with you. Your package was picked up by the driver, but due to time constraints or just plain laziness on the part of the driver, it was not scanned at the point of pick up. Then, unfortunately, it went missing. It happens occasionally. The UPS Stores are not very big, so it is unlikely that your textbooks were lost in the store, and textbooks are not generally targets for theft. The UPS Store has a manifest showing all of the packages that went out the door that day. If that day's other packages made it to their destinations, there is no logical reason for yours to have been left behind. UPS lost it, not the store. Push UPS for resolution. Once they realize that you are not going to allow them to pass the responsibility off to the local store, they typically step up and pay the claim. Good luck to you.