UPS Store
Store Charged New Shipping to Return Two Refused Packages

I found out the hard way that somewhere along the line in their merger, UPS did not require UPS Stores to inform UPS package recipients that they can refuse packages without being charged. Over the last couple of months, I used the convenience of my local UPS Store to return two unopened, refused packages. Separate clerks on both occasions told me that the packages were not marked for return and that to return them I had to pay for new shipping.

Today I happened to have another package that I needed to return, and since I had become suspicious and was in the area of my local UPS hub during errands, I took the package with me. Lo and behold, three clerks told me that all packages sent by UPS are eligible for refused delivery, which I sort of knew, but for some reason I still expect that most people in an established retail customer service business will be honest.

Livid, I went home to call the UPS Store, and surprisingly, the owner picked up. I explained the situation, and all she did was duck the question. She told me that she is charged for every package picked up from her site. I flat out said that had I been told that, I would have been more than happy to drop my packages off at the hub myself. Instead, she just said that a lot of "her customers" do it her way. Well, they do that because they do not know to ask. Pretty dishonest, wouldn't you say?

Company: UPS Store
Country: USA

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