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  • Report:  #413966

Complaint Review: UPS - San Antonio Texas

Reported By:
- San Antonio, Texas,
Submitted:
Updated:

UPS
6900 San Pedro Ave Ste 147 San Antonio, 78216 Texas, U.S.A.
Phone:
210-8291666
Web:
N/A
Categories:
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If you do any UPS shipping in San Antonio, keep away from this store:

UPS Store #0344

6900 San Pedro Ave Ste 147

San Antonio, TX 78216

(210) 8291666

On Dec. 16, 2008 My mother (a 72 year old woman without a lot of money) sent an insured envelope with 2 gift cards for my neice and a commerative coin for my brother (it was more or less a keepsake for a recent visit he had to SA...we don't get to see him often and he's a coin collector) and 3 greeting cards. Not expensive gifts, the cards were about $65 total the coin $20, greeting cards at $2 a piece and then the shipping fee of $7.50+. It was guaranteed to arrive in Chicago on 12/19/08.

On Dec. 30th, my brother sent an email saying the gifts never arrived, so I pulled the tracking number from the reciept and found out on UPS.com the envelope had an "exception"...it had arrived empty. Hmmm, we were never contacted by UPS nor the UPS Store mentioned above. So I let my mother know and she went back to the store...the manager was abrupt and seemed uncaring to her concerns.

So my brother and I did some checking, with other UPS stores, who assured us that by the next day or possibly two days at most, the UPS store would have known about the "exception". I contacted the corporate office of UPS and they made some suggestions about the lost cards (including calling the companies FYE and Old Navy where the cards were purchased). They also let us know that the UPS Store is a franchise and not owned by UPS and that these gift cards were considered money and UPS does not cover lost money...ok, then why offer insurance and of course, gift cards in my opinion, aren't money. Also, they let me know they couldn't discuss the details with me, only the shipper...who my Mother?...no only the UPS Store!

Subsequently (and after my brother, who's a VP and Editor of a company in the Chicago area called UPS Corporate) I then called the manager, Mike, who let me know that he'd do everything in his power to rectify the situation just give him a few days. Well, it's now been over a month since the shipment and a couple of weeks since my first phone conversation with "Mike". We still have never been contacted by UPS, the UPS Store, nor has the manager ever initiated any calls of importance or followed through with his promises of looking more and getting an answer. They've never even rectified the fees for the shipment, all that I've heard are empty promises and lies.

His excuses have include but aren't limited to:

1. Corporate had not let them know about the exception (that was on the 30th he told me that...even though Corporate let me know they informed the store previously).

2. He was waiting on a response from corporate and what they were willing to do, it was a "waiting game" until they decided (this is suppose to be customer service???)...this was on 1/3/09 and again a few days later when he asked me to call back if I hadn't heard from him....which I of course I didn't, so I had to initiate another call to him.

3. And today when I called...they have been busy with a new store and the computers were down and they hadn't had time to do any refunds or handle any "loss complaints"...well it was going on 2 weeks when I spoke to him last, how much longer did he need?

Here's my issue with them which wraps this together. The store (or Mike) has stonewalled us...why? I'm not sure. Either give me a final answer but don't lie and don't put me off with excuse after excuse (it makes you look guilty). The envelope made it all the way to Hodgkins, IL empty! How do I know? Well, here's the kicker...one of the gift cards was found to have been used in guess where...San Antonio!!! When?

the next day...actually less than 12 hours after my dear ole Mother sent it. Unscrupulous Christmas help at UPS during the holidays, as Mike had tried to divert responsibility previously? No I think petty thieves at store #0344 (Mike, of course says his staff of 3 is totally trustworthy). The more this manager keeps putting me off on this, the more the finger finds a thief to point at.

Of course today, when I threatened to elevate this to a UPS Franchise center, Mike offered to let me talk to the owner, Greg Day, but of course Greg was not in and I'd have to wait until tomorrow. I think not.

I and my family, on the grounds of principle, will contact every level of UPS, media outlets (oh did I mention, I own a magazine in SA and am well connected with the media outlets). Also, every state that has an Attorney General will at some point, will get a letter about UPS...how much money does UPS want to spend answering the AG offices...which is mandatory. The number is also pretty astounding as to how many of the 435 members of the House of Representatives and 100 Senators in the Senate, sit on oversight committees that govern the shipping industry.

Txwebman

San Antonio, Texas

U.S.A.

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4 Updates & Rebuttals

Txwebman

San Antonio,
Texas,
U.S.A.
Finally! Someone does the right thing!!!

#2Author of original report

Wed, February 04, 2009

Let me say, my original complaint, while I thought properly aimed at the local UPS franchise, later proved to be better directed at the corporation itself. Greg Day, the owner of the franchise, has turned out to be a pleasant, understanding and professional business owner, while his staff may have taken the inital correct course in the beginning, I believe either Greg or maybe the staff themselves, turned to be much better than they started. For this and their follow-ups, I give them praise. Corporate, especially Mario, was nothing nothing like the local representatives. I finally contacted a local tv station, Eyewitness News - Kens 5, in San Antonio and they came out to do a report on their segment, "Eyewitness wants to know". Barry Davis, the reporter, had by the time he reached my mother's residence, contacted UPS corporate (in Atlanta this time) and said they were astounded as to the way this had been handled. They issued a prompt refund, which Greg Day hand delivered to our residence by the end of business hours. While this was not about the money (it was about principal and UPS doing the right thing) the refund and letter of apology, goes a long way to rectifying this mistake. Again, Greg and his staff are to be commended for their follow through. We wish this drastic measure would not have to be taken, as Mario at corporate, should have done the right thing and treated us with the respect that UPS should be giving all its customers. Maybe next time, they and he will re-consider what their stance is, especially with the simple task of being courtesy and doing your job correctly...remember the customer is always right! And now, maybe they will take heed and see to it that future customers are treated accordingly. Just do the right thing.


Cat

Hendersonville,
Tennessee,
U.S.A.
Your experience is about the norm

#3Consumer Suggestion

Sun, January 25, 2009

I stay away if at all possible! I have had way too many problems to go into them all here, but surfice it to say UPS does NOT stand behind their independents. At all. I wish you the best!


Txwebman

San Antonio,
Texas,
U.S.A.
UPS Corporate the real criminals

#4Author of original report

Sun, January 25, 2009

So, the story continues...First let me say, my initial complaint about the store, while some points are still valid (lack of customer service and response, stonewalling, etc.), I now believe it's not the store at fault but the entire UPS Corporation. We contacted a supervisor, "Mario", or basically said my brother in Chicago was rude and corporate didn't want to talk to him as they felt he was "pressuring" them into a decision. My brother's response, when I told him, was that this employee, "Mario", raised the question and insinuation, "How did UPS know this wasn't a scam?", "How did UPS know that we weren't going to claim the enclosed coin, wasn't a 'rare' coin and we weren't going to try and collect much more money?". My brother said "Mario" was condescending and interrupted him at every turn. My response to Mario is that you are a complete fool! A scam??? We only insured the coin and gift cards up to $100. How much do you think we could claim? Also, we already submitted a reciept for approximately, $18 (the cost of the coin)! Lastly, your company (either corporate or local franchise owner) passed on the info that this was an "inside" job at UPS, the employee had been fired and UPS was seeking charges against him/her (whether for just our theft or others, I do not know). UPS, the real issues aren't the minor things we had stolen but the fraudulent and illegal practices of your corporate policies and even more than that, your complete lack of customer service is what is truly criminal!


Txwebman

San Antonio,
Texas,
U.S.A.
Owner contacted

#5Author of original report

Tue, January 20, 2009

I had passed along the info to my brother in Chicago, he had sent an email this morning and here is what he had to say, "I talked to the franchise owner, Greg Day. He was reasonable, calm, and candid. He explained that the theft occurred at the UPS hub in San Antonio. The employee who stole the items has been fired. There is an ongoing investigation, which has to do with procedures that may not have been followed. He explained that the reason we've been stonewalled is that UPS is very embarrassed by this because of the theft, which puts both the company and the franchise operations in a very awkward position. Also, they are hoping for a prosecution, which will help him make the case to reimburse us. Even so, he's been told specifically by UPS Corporation not to help us. The pivot point is the gift cards, which are not covered. Someone named "Mario" called him today and said not to help us because they feel like we're pressuring the corporate office and the franchise corporate office on the issue. He is trying to get an exception to policy so that Mom can be reimbursed for the gift card. I asked about the coin and he said that was the first he'd heard of it, but said he would talk to Mike Cuellar to find out the full extent of what had been claimed. He wants me to call him in a week to get an update; he suggested that we let the investigation run its course so that they can continue to push for the full reimbursement." So the wait continues but we'll see....

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