ComplaintsforThe UPS Store #2498

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The passport photo taken at this *** store was not usable because my teeth were showing. Had I not found out before I sent it in with the passport information it would have been denied, delaying the process. The managers refused to return my money and in fact were rather rude saying it was my fault for not knowing that my teeth should not be showing. Seems that their employees are not trained to take legal or useful passport photos. I would like my money back!

  Business response

  05/06/2022

  The customer requested a passport photo be taken. She was repeatedly told during the process that anything other than a neutral expression would be rejected. She ignored the staff, who insisted that the photograph would not be accepted. She demanded that the photograph be taken anyway. We did as requested, in spite of our pleas to her to comply with regulations, warning her that the photograph would not be accepted. She took the photographs with her, only to return later that evening, demanding a refund because the photographs were unusable. It was explained to her at the time, as well as the next day when she returned again demanding a refund, that because she chose to ignore our repeated warnings about the photograph, that no refund would be issued. Her insistence that it is the fault of our staff (who, again, told her over and over again that a neutral expression was required) is fraudulent. We have taken numerous passport photos for numerous customers and this is the first and only issue that we have had with the service. 

  If you have any further questions, or would like to hear from other witnesses, please let us know. 

  Thank you. 

  Customer response

  05/17/2022

  Reopen a complaint ID ******** 5/5/2022 against The UPS Store #2498.  
  I want to reopen a complaint in reference to a letter that *** Store #**** wrote:
  Their reply does not address the issue about my teeth showing. The passport photo *** store #**** took of me WAS neutral BUT my teeth were showing. If they had explicitly said dont show your teeth I would have closed my lips.  They never warned me that the passport photo would be rejected if my teeth were showing. My neighbor was in the store with me and he can vouch for me. 
  I later had my passport picture taken at a different location and their directions were you can not have your teeth showing or the photo will not be accepted as a passport photo.  
  I would like a refund for the product they sold me and their lack of professional expertise.
  Below is the excuse *** Store #**** gave:
  The customer requested a passport photo be taken. She was repeatedly told during the process that anything other than a neutral expression would be rejected. She ignored the staff, who insisted that the photograph would not be accepted. She demanded that the photograph be taken anyway. We did as requested, in spite of our pleas to her to comply with regulations, warning her that the photograph would not be accepted. She took the photographs with her, only to return later that evening, demanding a refund because the photographs were unusable. It was explained to her at the time, as well as the next day when she returned again demanding a refund, that because she chose to ignore our repeated warnings about the photograph, that no refund would be issued. Her insistence that it is the fault of our staff (who, again, told her over and over again that a neutral expression was required) is fraudulent. We have taken numerous passport photos for numerous customers and this is the first and only issue that we have had with the service. 
  
  *****,

*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. ↩