The UPS Store — Local services in Cleveland

Disappointed with UPS Delivery and Refund Policy

I recently shipped a package with UPS using their 2nd Day Air service, expecting the promised two-day delivery. The package was sent on November 22, 2024, but it wasn’t delivered until November 27, 2024—a full three business days late. This delay caused significant inconvenience, as the package contained time-sensitive items meant to arrive before the Thanksgiving holiday.

When I contacted UPS to request a refund under their money-back guarantee, I was informed that claims must be filed within 15 calendar days of the scheduled delivery date. Unfortunately, I missed this tight window due to being preoccupied with holiday commitments, and my refund request was denied.

While I understand the importance of adhering to deadlines, the rigid 15-day claim policy seems unnecessarily harsh, especially during a busy time of year when delays are more likely to occur. Additionally, UPS should take more responsibility for service failures rather than penalizing customers for a procedural oversight.

I’ve trusted UPS for years, but this experience has left me questioning their commitment to customer satisfaction. Clearer communication about refund policies and greater flexibility for late claims would go a long way in restoring trust. Until then, I’ll be exploring alternative carriers that prioritize both service reliability and customer...

ZERO STARS - package "never left" their store according to tracking, but store says all packages leave every night. Meaning it was "lost" the moment I dropped it off. Like pulling teeth to get a full refund from the open claim - refund was issued for the item but not the shipping and handling we also had to refund to the customer. The store is unwilling to help with the claim because they did not create the label - but they are the ones in charge when the package was lost... before it ever officially left their location. Absolutely unacceptable. This is not the first package UPS has lost, or been too lazy to deliver for us, and it is ALWAYS this store we find the issues stem from - go to any other UPS store you can find - still terrible delivery service most of the time, but your package definitely will not make it if you use the St. Clair...

I go to drop off a package and the employee tells me there is a $1 drop off fee for UPS packages, but no fee for USPS. packages??????? So let me get this straight......someone thought it would be a good idea to charge a $1 drop off fee, knowing that almost all UPS stores have no drop off fee, knowing customers will frequently walk in with prepaid packages expecting to drop them them off quickly, or returns from amazon that stated there are no fees to drop off at a UPS store. What person in their right mind would even CONTEMPLATE this idea. No fee for USPS, but fee for UPS....you're a UPS store! Is this some type of social experiment? Please Please Please, whoever is responsible for this policy let me know so I can ask you about other...