Complaint Review: UPS - Jonesboro Georgia

My husband and I vacationed in Georgia and South Carolina for our 14th wedding anniversary. We purchased several items that would not be permitted to take with us on the plane ride back to Las Vegas, so we decided to ship the items to us from UPS Store #6518 in Jonesboro, Georgia on October 10, 2017. There were two packages that we shipped. Ultimately, one package arrived, and one package did not. The package that did not arrive made it all the way to Doraville, Georgia, where it was damaged, re-packaged, and sent back to the UPS Store #6518 in Jonesboro on October 11, 2017.

As I stated previously, we were vacationing, and did not have any family or any way to physically return to the store to address this issue in person. I explained this to the agent who took our information and payment to ship the items to Las Vegas. However, the package sat in the store for the following week. Neither the store #6518 nor UPS Corporate once attempted to contact us to resolve the damaged items, or to attempt to resolve the undamaged package sitting in their store.

I made multiple calls throughout the following days, and sent emails to the store, all went unanswered. There was one day that I made approximately 56 calls to the store - all unanswered, and some calls were even intentionally disconnected by the store. Frustrated by the lack of response, I contact UPS Corporate. The individuals that I spoke to in their call center were polite, and really tried their best to assist in getting the package resent to me in Las Vegas. However, they were unable to assist.

They directed me to their claims department to try to address the damage. When I finally got in touch with the claims department, they were rude. They told me that I wasn't the customer - the store #6518 was! They are going to pay the Store #6518 for the items that I purchased, and they charged me to ship! I continually advised them that I do not live in Georgia, and that I cannot simply go down to the store to complete the paperwork to obtain compensation for the damaged items, nor could I physically retrieve the undamaged items. No one cared, not even in the Corporate office.

I had to contact the Jonesboro Police Department to file a claim for theft before anyone started to respond to my issue. The store #6518 finally answered their phone, and advised that they would 1) resend the undamaged items to Las Vegas and 2) file a claim with UPS Corporate and have me be the customer and get the check. It is completely ridiculous that I had to even go to such lengths just to get a response. Unfortunately, the store failed yet again to do as promised.

They refused the package 3x instead of proactively taking steps to insure that the package would arrive in Las Vegas as originally addressed. They refused to give me a claim number for the damaged items. UPS Corporate got involved. I spoke to Mr. Alejandro Gallegos. He sounds like a punk millenial who's gay and entitled, and treated me like he just couldn't be bothered with my issue. He never once sincerely apologized, and was completely derisive, dismissive, and actually told me at one point to email him because it was his "off the phone time to deal with priority customers".

I have never in my life been treated so poorly - and by a CORPORATE OFFICE NO LESS! Mr. Gallegos promised me several times that the balance of my undamaged items would be resent to me. He further stated that I could email him a description and proof of payment for the damaged items, and he would work on getting me compensation. Unfortunately, he also failed to do as promised. By now, it is nearly a month since I shipped my items.

According to the tracking information available on the website, the package was delivered to someone named Williams on a dock in Kansas City, MO. How did my package get there, and who is Williams? Why is UPS delivering my stuff to someone other than me??? I called back and demanded to speak to Mr. Gallegos's supervisor. After being placed on hold in excess of 15 minutes, Travis, who identified himself as a supervisor, got on the phone. He was just as bad. He straight up laughed at me, and sounded like he was extremely high.

I assume I was left on hold during those 15 minutes so that he could smoke it up. He also refused to resolve my issue, instead informing me that the place in Kansas City was a corporate warehouse where packages go as a lost & found. Lost and found, really??? It's not lost! You clearly have a way of tracking the package, and I had given my address to UPS so many times I lost count. Everyone I talked to promised me that they would send the package to me in Las Vegas.

There is clearly something wrong with their system. Travis again promised me that UPS would pick up my package that day, and give me a call when it was in hand. Guess what - Travis also failed to do as promised. I call and email the corporate office when I got no call from them. No answer until two days later - they have "lost" my package. I called and spoke to a customer service supervisor, who advised me that UPS decided to dispose of my package as it was unclaimed. Now, I have no keepsakes from my anniversary vacation, and no compensation because UPS refuses to acknowledge that I am the customer.

Instead, they are issuing a check to compensate the Store #6518. I hope Mr. Williams in Kansas City enjoys the undamaged items that I paid for. I hope that the Store #6518 enjoys the free funds that they will recieve from UPS Corporate for my loss. UPS has forever lost my business.