ComplaintsforThe UPS Store 7488

• Initial Complaint

  09/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from ****.com and the *** store at ****************************** was a pickup location. As a **** member I have been told shipping is FREE. I chose this store as it is closest to my new home that I moved to the week after purchase. I ordered the wrong size initially. I picked them up on 8/21 from this same store and there was no charge. I shipped the wrong size back and exchanged them. **** sent the new pair to the same store. On 8/29 I received an email that the new shoes have arrived and to pickup. I was never told there was a fee from ****. On 8/30 I went inside the store at 9311 ************* and was told I could not get my package unless I paid the holding fee. I was never told that before and said I would not be paying the fee. He said if I did not pay the fee then he had to ship my package back. He was extremely rude and short in his tone. He stated that either myself or **** owed the fee. I left the store WITHOUT my sons shoes and immediately called ****. After 30 minutes and several attempts from **** in reaching *** I was given a case number and told to wait for a reply. That *** should not charge customers for shipping or holding and that as a **** member I owe no fees upon pick up. Later that day, I received an email from **** stating my package was marked delivered and to call my local authorities. *** has stolen from me and I dont have the money to waste while people steal from hard working families.

  Business response

  09/06/2024

  Hello BBB,

  
  Please see attached document. According to the *** Access Point guideline *** store must follow the Procedure. This customer allegation is totally false. Because this customer package received to our location, and we must scan tracking number to our POS to add package to access point program. This package didn't scan to our POS in this event *** store can't hold any package for privacy and safety concern. CUSTOMERS CAN NOT USE ANY *** ADDRESS WHITOUT *** STORE CONCENT OR THE PACKGES MUST BE PART OF *** ACCESS POINT PROGRAM.
  This package wasn't part of the access point program. So, our store associate returns this package back to seder. We have attached all tracking information. This package has been received by Sender.
  To resolve this matter, customers should call **** to get refund or request **** to resend **** package direct to customer HOME address. If customers want to use our ********************** address, then customer/vender must participate in *** Access Point Program. If customer want to know about *** ACCESS POINT program they can call *** customer service.
  

  Thank you,

  
  Management.
  
  

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