The UPS Store — Attraction in Blacksburg

The store owners, only after a VERY extensive follow up, admitted negligence on a time definite service. They tendered the parcel to the carrier with inaccurate and incomplete documentation. By tendering the parcel to UPS they certified that the documentation was complete, true, and correct - it was not. Of the various international shipment requirements, they only included a commercial invoice - which did not have a complete and proper description, and they classified the high dollar shipment of Personal Effects inaccurately as Gift. They were seemingly unaware of the UPS “Commodity Specific Stipulations” regarding Personal Effects.

At no point during the shipment did they update the carrier, UPS, with the required correct information or any further documents. During shipment the carrier requested missing documentation and they neglected to send the required materials or correct the errors. The next-day delivery window was missed by over a week due to the delays, and the parcel was forced to be returned roughly three weeks later.

The store then denied any wrongdoing and repeatedly told me they had included all the required documentation. They denied a refund and held me responsible for the additional cost of having the package returned. For more than two months I combed through UPS Terms and Conditions, and with the help of UPS and UPS Store Customer Service (whom initially sided with the store), it was finally agreed the store did not process the package correctly and would be responsible for all charges. Because I would not give up and contested the $800 charges; they stopped communications, the manager would not return nor take my calls, and the owners accused me of “harassment”. Overall it was a very weird situation and frustrating experience.

*UPS Canada: "The only submitted document is the commercial invoice and it states that the reason for export is Gift."

UPS Worldwide Express® Services "Send urgent international shipments with guaranteed delivery times in one to three business days, including customs clearance. Guaranteed, time-definite service or your money back."

2019 UPS® Tariff/Terms and Conditions of Service – United States By tendering an international Shipment for service and providing UPS with documentation (including any Source Documents), the Shipper certifies that the documentation includes all required licenses and permits, that the statements in that documentation and any other information that the Shipper provides to UPS relating to exportation and importation are complete, true, correct.

Import/Export United States to Canada Country or Territory Regulations Topics: Commodity Specific Stipulations: Personal Effects All of the following documents must be scanned into DIS/SIR and originals on the package:

1. An inventory list with estimated values with the reason for importation (holidays, move, relocation)
2. A confirmation that the goods are older than 6 months and that they are intended for personal use only
3. A photocopy of passport or ID card Selection and completion of proper forms for any given shipment is the sole responsibility of the shipper.

UPS® Tariff/Terms and Conditions of Service – United States The shipper must regularly review its export transactions and immediately notify UPS of any incorrect or incomplete information.

XV. CUSTOMS CLEARANCE Proper completion of necessary documentation and accurate commodity descriptions are the responsibility of...

I will NEVER ship UPS again because of this store. The product I shipped was completely crushed so I made a claim through corporate who then said to contact the store I shipped from for reimbursement, etc. When I called to tell the store about my claim, the manager, Kevin, talked down to me and said that if it wasn't packaged by them then its not their responsibility (which is a lie). I could tell he had no intentions of ever resolving the situation even though I hadn’t told him the details nor had he seen the photos of evidence . He then avoided my phone calls for the next 2 months after our initial talk ( though it was supposed to take "1-2 business days"). After leaving numerous messages at the store and speaking with pretty much every division of the Corporate offices, I was finally able to get Kevin to call me back after I had their corporate office contact him. Once again, He was extremely rude and didn't care that they ruined an irreplaceable product that was so sentimental to my client . In fact, he didn't understand why it was their fault. which is a lie and he knows the liability belongs to the location of departure. It cost me $140 to ship a irreplaceable product that I personally packaged in a heavy duty reinforced box and when it got to its destination it looked like it was thrown out of a hot air balloon. Kevin had no intentions of ever resolving the issue. He just kept ignoring me and was "too busy" to take my calls. Now at 3 months later, I made a official complaint with the HQ and that got him to answer my phone call. he said corporate office just so happened sent him a letter in the mail explaining why they won't be reimbursed and that he'll send me the letter if I don't believe him. Which he lied about because corporate office told me it was his responsibility to resolve the situation and make the reimbursement. so I called his bluff on the fake letter and told him to send the letter to me and he responded by saying "ya know I’m busy. I have customers waiting on me. click." and hung up on me. Someone like this should never be allowed to work in customer service let alone manage a business. Congratulations Kevin, you've earned my first ever 1 star review. But hey, At least you got away with screwing...

Ok, so I'm assuming that those who gave the store more than 1 star had the pleasure of working with Danielle, or someone else who actually believe's in customer service, and not the owner. I waited a few days before righting this review, just to make sure that I still felt the way I feel about this UPS store.

The owner of this place has been trying to sell her franchise for what seems to be years and her attitude and lack of customer service shows it. Maybe she's just tired of running a small business? Maybe she just doesn't know how to run a business. It's not an easy thing and if you don't have the mind and the tenacity to be all in when owning a small business, you're bound to be screwed.

But who in their right mind would want to buy a franchise that most people hate so much? Why not just be nice and understanding, even if you can't help the customer, because usually all a customer wants is for someone to be on their side (I should know, I am a small business owner as well). The owner is incredibly rude, doesn't give you an inch when you're trying to explain your situation or how you feel about the service, constantly cuts you off when you're trying to talk and tries to make herself out to be the victim and blames everyone else for a customer's dissatisfaction.

Save yourself some time and MONEY and go to the USPS or FedEX store. The UPS store here, especially with it's current owner, it just simply...