• Report: #1056074

Complaint Review: The UPS Store

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  • Submitted: Mon, June 03, 2013
  • Updated: Mon, June 03, 2013

  • Reported By: tomc3084 — Baden Pennsylvania
The UPS Store
20436 Route 19 Cranberry Township, Pennsylvania USA

The UPS Store The UPS Store Charged more than 50% of Online Quote Cranberry Township Pennsylvania

*Author of original report: Re:nick1346

*Consumer Comment: Severely lacking of details.

*Consumer Suggestion: UPS Store's Don't Do That

*Author of original report: Re:Mark L pt.2

*Consumer Comment: I'm sorry, tom, but you appear very confused.

*Author of original report: Re: Mark L

*Consumer Comment: The last sentence of this complaint is why I decided to input.So this novel is something that you don't understand or agree with? You probable do, but there are those that still want people to give th

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I checked online prior to shipping my package.  The exact weight and dimensions turned out to be $34.58.  I went to the UPS Store and she said it would cost me $53.45 to ship it.  I told her about the massive difference and she said no, it says on the screen here that our price is correct.

I got home and went back on the UPS Calculator site to double check. Same price came up, so I printed that off.  I called her on the phone and told her about the difference.  She told me that what came up on her screen is correct because she was logged onto the UPS database.  She then told me that it is only a quote.  How can a quote me that much off?  +50% difference?  She then told me I could purchase another label at the online price from the site, then bring that in and she would void that.  They close at seven and I would have never made it. [continued below]....

.....  That is besides the point though, between going there and back twice we would have wasted much gas.  She then called at 7(when they close) to ask if I wanted the package sent because the driver was there, if not she would void it, so I obviously had no choice or else I would have been out 53.45 and would have had to pay again. 


This report was posted on Ripoff Report on 06/03/2013 04:30 PM and is a permanent record located here: http://www.ripoffreport.com/r/The-UPS-Store/Cranberry-Township-Pennsylvania-16066/The-UPS-Store-The-UPS-Store-Charged-more-than-50-of-Online-Quote-Cranberry-Township-Pen-1056074. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Re:nick1346

AUTHOR: tomc3084 - ()

The owner said I was very rude and insulting?  What are you talking about?  The owner never posted, so how would you know if I was rude or not?  And I was not rude whatsoever.

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#2 Consumer Comment

Severely lacking of details.

AUTHOR: nick1346 - ()

Did the UPS Store even pack the item? If you packed it and the store shipped it, then the store only helps on the claim process if you are helful and kind. As the apparent store owner said you were very rude and insulting. They not only don't want to, they can't help if you aren't willing to. If the store packed and shipped it, then they absolutely must help you throughout the entire claim process, yet again if you aren't willing to help, then they can't do anything for you.

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#3 Consumer Suggestion

UPS Store's Don't Do That

AUTHOR: nick1346 - ()

UPS Stores do not charge more from the Shipment Receipt, as you call the "official UPS receipt" Whatever the receipt says (which is $16) is what the store charges. The paper receipt which said $21 has an extra charge of 2.50 and another one for 2.00? What is the line item called?

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#4 Author of original report

Re:Mark L pt.2

AUTHOR: tomc3084 - ()

  If you cannot speak to me without looking down your nose at me, then I refuse to speak to you.  You keep speaking to me like I personally offended YOU.  I would not be surprised if you are an actual UPS employee.  You seem to have made your point, so no need to post anymore.   Take care now.

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#5 Consumer Comment

I'm sorry, tom, but you appear very confused.

AUTHOR: Mark L. - ()

The explanation was included in the previous rebuttal. I would suspect that my verbosity made it unclear.

I am by no means incorrect on this matter. You'll get the same explanation if you contact 1.800.PICKUPS. If you simply refer to the receipt that you have provided views here, if you add the shipping fee and gas surcharge, it clearly indicates the identical rate you found online. The difference is the service options which you had bundled into the price. The UPS Store charged you $36.05 rather than the $17.38 self serve rate. That difference of $18.87 is the only difference that is in question here.

Though you took the time to also display the UPS self service quote, you also did not look at anything other than the final price. It clearly has an asterick by each service level. That asterick is a basic directive to the notes found at the bottom of a page which, in the case states, "Not available at UPS Retail locations." FedEx and USPS also have variations and disclaimers for online versus do-it-yourself rates with option and fees to economically weigh out.

That UPS clerk was offering you the option of voiding the shipment if you didn't want it shipped. Why would anyone who wanted to save $18.87 void a non-refundable $53.45 shipping label and then pay $34.58 to have it shipped?? That was never told or insinuated to you, as suggesting you pay a sum of $88.03 for the sake of $18.87 would be absurd. What's the point of voiding a shipment if it's not refundable?? I'd be curious as to your logic on that matter, as it certainly was not the logic conveyed to you by the UPS clerk. If you had the time, which you did not, you could have driven the label that you used your time, printer, paper, and tomer back to that center, shipped it out same day, and received a full refund for your voided shipment. 

The fact that their UPS pick up would 'be there in five minutes' was a mute point, if not only to their credit. The UPS Store's have the latest ground and air pickups available to the public (wish I had that option). They pay dearly for that feature, yet it actually sounds like you're condemning them for not shipping the package at your earlier online do-it-yourself rate. To have your package picked up at your house would be an $11 pick up fee, and pick up time would very likely be in the morning to early afternoon.

As the clerk stated, all carrier websites are estimates only. It clearly states so in any carrier webite. The basic 'it-is-your-responibility-to-do-it-properly-and-to-follow-up-with-all-questions-and-concerns-yourself-online' rates with ALL companies are estimates. Postal zip codes versus physical zip codes can alter rates, gas surcharges may change between quote and shipping date, etc. But the real question here is why are you disputing $18.87 by avoiding your self-service costs, demanding full service rates, insulting their communication efforts and late evening pickup availability (of which that business was breaking protocol by giving a ground shipment to an air driver, as an effort to actually politely help you to NOT be their customer), for which you completely ignore and fail to understand, even after thorough explanation, what "Not available at UPS Retail locations." means...and why. 

It's not difficult to imagine why that clerk had to repeat herself several times.

 

 

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#6 Author of original report

Re: Mark L

AUTHOR: tomc3084 - ()

I checked online for the price and included the insurance.  So if you are somehow saying the increased price came from insurance, you are incorrect.  $53.45 is how much I payed alltogether.  If she would have voided it, that means the package would have not gone out, and I would have had to purchase another label.  She never said I will have to void it and give you a refund.  You say the employee left me with options?  What she said was the online price is an estimate.  She also gave me the option to void the package, about 5 minutes before her driver got there.  I explained the void label already.  I would have understood if she would have explained these extra expenses(the follow up services that you talk of, etc.) to me, but she didn't.  She basically said that what was on here database it correct and what is online is an estimate, and repeated this several times. 

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I operate a facility similar to a UPS Store. When looking at your receipt, you can see that the actual shipping rate is the same as what the quote would have been without service options. Those service options (assessorials) include a both fairly high insurance value as well as a signature upon delivery. The option rate deviates from online and in center only for these services, just as they would deviate with your home or auto insurance broker. 

UPS has set up their store locations to be somewhat unique in the shipping industry. It's about convenience. The public wanted it and, for the most part, was willing to pay for it. The first misperception, however, it that these locations mark up the base shipping rate. Some locations such as PakMail, Postnet, MOMnPOP ShipShop, do. This is untrue with locations like UPS Stores and mine. The increase comes in the optional services. It's not done to 'rape the customer'. It's done to cover the expense of the follow up work that the business will do after the shipment that the customer would otherwise do themselves if they did it online.

Those options often involve significant time and expense to process. A post office or FedEx locations will force you to process any claims yourself. UPS Store's do the work and process your information for you. If you needed to place a claim on your shipment, would you like it if that location told you to call some 800 # and do it yourself? That's what your post office and FedEx does. Nothing wrong with that, but their customers often get angry about it. UPS has found that most (not all, as you are an example) want that follow up service. Shipping locations like ours, however, cannot do follow up work for the base shipping/mailing fee. if a customer ships a small box for $7.85 for example (business pulls about $2.00 from that) and insures it for $5000, should that shipping location that made nothing on the shipment now invest a gross amount of time with no means of paying the work force to do the job, AND refund the $7.85? The post office and FedEx decide to make their customers do it on their own, but UPS has found that fewer complaints are received when performing the service for a fee. If that ever changes, UPS will then simply not offer that sevice and join the common ranks with the post office and FedEx service.

Most people have insurance companies that do exactly what the UPS Stores do. They have an agent that does all the work. Those agents are independent operators. Do they process claims for free? Of course not. The premiums you pay for your insurance are elevated so that the agent can do that service for you. If you don't want to pay for someone to help you, shop around and find one of those home and car insurance companies that only offer an 800# for support or to file a claim. We've all seen those goofy TV commercials about those companies, but some still go for the lower cost only to then whine and complain when they have to do the work themselves.

Worried about the face value of gas and time? Open an account, create your own label, and call the carrier you chose to come and get the package for you. UPS and FedEx have a pick up fee, however, that will defeat the savings of you doing the work. So your next thought is to get a Priority box and have it picked up for free! Sounds great! And you even have that cheap delivery confirmation to go with it. Life is good. One problem though, by human error or fraud, if your package is claimed to not have been received even with the delivery confirmation, you will not collect on the insurance. No court will honor that delivery confirmation because it does not prove it was delivered to the proper location. So now what, you ask? You got it! Get the mail registered! Only one problem, you still have no delivery guarantees, no GPS tracking, and the cost will be higher than the price you complained about with UPS. 

One fee you should not have paid for with your shipment to that particular location is for the signature. To a confirmed business address, a signature is mandatory and automatic. That UPS Store does what FedEx and your post office does. If you ask for something, whether it's covered elsewhere or not, it will be added on as a fee. Personally, that may be common business practice with most businesses all the way down to your grocery store, but I don't intentionally do that. Sometimes I really wonder if this view is proper business though. If my customers that are unhappy with a service that was done differently then they're telling me it should be done, I still know they would do EXACTLY what I am doing (and UPS Store's do), if it was their business. 

I wonder if the last sentence was an example of part of the problem, when it stated, "I obviously had no choice or else I would have been out 53.45". The employee of that business evidentaly made good attempts at contact to leave options (though they didn't perform the 'do all the work for me free' concept to suit their customer in this case). It seemed quite clear that the package was fully refundable or it would be sent out as requested. If the latter was exercised, how is one out 53.45? I thought the complaint was for 18.87 (and should have been less if the signature fee was subtracted). The entire energy invested into this complaint, with the assumed expectations for this UPS business to do any and all follow up insurance work for you, was for 18.87, correct? How would you have been out "53.45"? 

 

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