Complaints

This profile includes complaints for The UPS Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The UPS Store

  5990 University Blvd Coraopolis, PA 15108

• 

  The UPS Store

  4472 Buffalo Rd Erie, PA 16510-2228

• 

  The UPS Store

  2501 W 12th St Erie, PA 16505-4527

• 

  The UPS Store

  1525 Park Manor Blvd Pittsburgh, PA 15205-4805

• 

  The UPS Store

  1597 Washington Pike Ste 38 Bridgeville, PA 15017-2894

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per a call to the UPS store located in ****, **, I inquired about the cost to have an antique cedar chest shipped to me to ******* that was my Mother's that recently passed away. *****, an employee, advised that it will cost $300 to send, $100 to pack, quoted no more than $1k (worst case scenario), $500 best case scenario, if picked up at house must be packed already, if dropped off to *** they package it, ask for custom quote upon arrival. My sister (who lives in **), followed the instructions ***** provided me but once she arrived to ship the chest, (****** an employee) advised her that they cannot package it and she has to go to ***** to buy her own packing materials. (you are *** and you can't ship a chest and package?) At no time did ***** relay to me that she was referring to a "paper box" to ship an antique cedar chest and if that's how *** handles shipping of such item, that's a huge red flag and issue! My sister was told to tape two uhaul boxes around the chest (no point). *** shipped it to me with no "fragile" label affixed, no label that said "this side up." The chest came totally destroyed! The issue began with the Moon location employees improper quote, improper packaging (or non packaging at all!), from the way it was shipped between multiple states to the Florida *** driver who "rolled" the chest into my house!! Flipped over top to bottom to get into my house! I paid $540.00 to have this shipped to me with incompetence of all *** employees and damage to a sentimental piece and expensive piece of furniture! My claim was denied by *** for "improper packaging." This falls fully on ***/The UPS Store, not the customer a we listened to ******** instructions and this is how *** decided to handle this shipment and packaging! I was misquoted, I lost $540.00 ($100 packing fee but they sent us to U-haul for boxes). I received destroyed furniture that is going to cost me $995-$1,200 to have restored. ***/the UPS store needs to take responsibility!

   

  ADDITIONAL INFORMATION:

  I intentionally filed two BBB complaints.
  I need both to remain with each company.

  Complaint No 22962285-The UPS Store, Moon, PA
  Complaint No 22941469-***, **
  
   

  Customer Answer

  Date: 02/20/2025

  I think its important to add the attached email with misleading information on Moon Township website showing a man with a crate the proper quote/packaging I thought I would receive.  I assumed the *** employees would know how to properly ship a chest, quote us properly and ship properly!  I am not a *** employer or professional packager, they are supposed to be!  *** gave instructions (that failed) and now blaming the customer for improper packaging.  It was their instructions and quotes! Improper packaging, shipping, quotes, delivery all falls on ****
  
   

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ship a package overnight that was time sensitive. I handed the clerk a paper with the typed name and address to mail it to. He typed it and took my money. The package did not arrive at the address I had given him. This package was for a 50th High school reunion, a once in a lifetime event, and it did not arrive in time. I tracked it, and it said it was delivered, but the next day after it was to be there, I found out it did not arrive to the desired address. I went to the ups store on the next Monday. I told the same clerk that had originately waited one me and old my story. He then looked at my receipt and typed in info and then asked me to look at the address he had typed in and asked if it was correct. I told him no, he had typed north instead of south for the address. It was his fault that the package did not arrive as requested and they told me it would take a few weeks to respond to my complaint and request for my money back for the shipment and the insurance I had on the package. I have not heard anything from them. I am very upset and want proper resolution to this matter. They ruined an event that only happens once. The package had ornaments for the 50th reunion. I want my money back, as well as the insurance foe the amount of the contents of the package. ******* *****

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent a package from Rachel A******* UPS store at 301 So.Hills Vlg, Ste. L1200,Pittsburgh,PA. 15241. Package had a proven value of $400. Shipping charge of $333. Package was lost. Manager of the store admitted fault. Said he would look into problem. He needed to file a claim within 90 days. Although promising to do so, he never did. Was only contacted by the owner, who owns store #5155 in Erie ,Pa., aLeo, after I retained an attorney. Owner promised me she would see to it that she would make good on the refund. Said her employees told her that they attempted to call me, but I didn’t respond. Received no refund despite showing proof of contents. Refunded the shipping charges from my credit card company after proving with an email from the UPS store destination that the package was destroyed because of failure on the part of the manager to file a claim within 90 days. Requesting $400.00 refund.

  Business Response

  Date: 01/23/2023

  ****** ****** came into the South Hills Village location and shipped a package to Ecuador.
  The Package was shipped Thursday July 20th, 2022. (SEE PSO FOR COMPLETE SHIPMENT DETAILS)
  The descriptions of goods ****** gave us stated 16 bottles of vitamins were enclosed, at $32.00 apiece.
  The total value ****** said to be in the package was in the amount of $512.00. She noted this was a
  package being send as a gift.

  The shipment was sent with the standard $100.00 in declared value that UPS gives. The shipment did
  not have any additional declared value - ****** signed the PSO approving the amount was correct.
  On the shipment details it lists The UPS Store 3455 as the contact in the event there are an errors with
  this shipment. The number on the shipment details is

  
  On September 22nd, 2022 we received an email from Corporate regarding a customer concern that
  ****** had made. Prior to this we received no indication from UPS or ****** that there was an issue with her package.
  She proceeded to go on about her encounter and attached her first complaint that she made with the
  BBB. (see attached)

  
  We responded to the corporate complaint on September 27th ( see attached )
  During this time – she had disputed the transaction with her CC company and received a refund for the
  amount she paid at our center. In the amount of $333.39. We were notified of this dispute from our
  statement. (see attached)

  
  Due to this matter Christine H******** our franchise consultant was asked to assist with this matter in
  hopes to get the best possible outcome for our customer.

  
  Christine sent an email to her team and explained this situation. Expressing the fact that The UPS Store
  was never contacted by UPS to express any issues with this package. (see attached)
  On September 29th Christine’s request was forwarded to “TUPPS Assist” – we were assured they would
  help with this matter. (see attached)

  
  On October 25th we were contacted by Monique E****** who was retained by ****** to request
  financial reimbursement for the shipment. We responded to Monique and notified her of the events.
  We also told her that she had submitted for a dispute and was refunded the amount she was seeking
  already for the shipment. This was news to Monique. She requested we sent the proof, we did and she
  apologized for the matter at hand.

  On November 3rd – we were contacted by Corporate telling us to send them the shipment exact product
  details (names, bottle amounts, receipts of purchase)
  November 3rd ****** posted a negative google review, TELLING customers to see our rating with BBB
  after she had already made a complaint to the BBB ( see attached)

  Prior to the third we had already requested this information from ******. ****** had given this
  information to us on November 10th and was forwarded to the appropriate party.
  On November 11th the claim was marked closed with no notification to myself or ******.

  Claim was reopened and documents were sent for claim payment information on November 23rd.
  November 23rd the shipment details were updated on the dashboard – all proof was submitted.
  The claim was approved for payment and approved for the $433.39 on December 20th, she was written
  a check then.

  We sent her a check in the amount $100.00. Because she was refunded the shipping amount on her CC
  dispute in the amount of $333.39
  On December 24th she AGAIN wrote to the BBB in regard to this. (SEE ATTACHED)
  This fault it not with OUR center this is a matter of failure with UPS. She is bashing our small business
  and have done everything we can to assist her.
  

  Thank you,
  Joseph A*****
  The Ups Store Owner
  ************

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  The package that I sent to Ecuador through your UPS store was valued at $400 and the contents were supplements. I gave that information at the time I mailed a package to your store manager. There was no mention of purchasing any insurance. The manager admitted he knew that there was a $400 limit on the contents, but didn’t know anything else about it and would find out for me what he needed to do to get the back and released that never happened.

  
  

  The recipient of the package in Ecuador went to the UPS store in Ecuador and inquired as to what needed to be done on his part to get his package. He was told he must get a prescription from a doctor for the supplements and pay $200 for an import license, which he did all he was instructed to do. Then he was told that the paperwork from the UPS store in the United States, along with an import license number needed to be received, and then they would relinquish the package at the time they receive that information.

  
  

  I called your store manager about the importance of getting the necessary paperwork to the UPS store in Equador. He never did that even though promising he would. The UPS store in Ecuador said that they would hold the package for a limited time, knowing the circumstances.  But, since no import license or paperwork was sent, they destroyed the package in October of 2022.

   

  Therefore, because of the apathy and deceit, I will accept nothing less than the $300 that is due me.

   

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:08/24/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Some time in early July, I mailed a package at the UPS store mentioned in my complaint. The package was going to Ecuador. This is one of many packages I have sent to Ecuador through this UPS store. The only difference is, this time the package was valued at $500. The cost to send the package was $333.On July 15, the recipient of the package in Ecuador received a notice that the package was confiscated and held by UPS in Ecuador because the value was over $400. I called the UPS store and told them the problem. They understood why the package was confiscated. The $400 limit on packages being sent was a new law. And no red flag came up on their system. UPS gave me the numbers for corporate headquarters and international headquarters to get a solution. Neither could help me. I called the UPS store again in Bethel Park, and was told twice that they would take action to find out where the package is. The 3rd and last person I talked with said that she would get her manager to file a claim and would get back to me very soon. That was at least 10 days ago I believe. I have heard nothing.