Complaint Review: UPS - San Antonio Texas

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.

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!

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!

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....