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Business Profile

Mail Box Rental

The UPS Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mail Box Rental.

Complaints

This profile includes complaints for The UPS Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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The UPS Store has 19 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern,I recently visited a *** store to ship seven packages to various destinations within *****************. Before my visit, I checked the *** website to estimate costs and noticed pricing for box sizes, with the lowest optionan extra small boxstarting at $11.50. As a recent graduate currently unemployed, I needed an affordable shipping option. To save on costs, I opted to ship my items in bags, assuming this would be the cheaper route.However, I was surprised to find that my assumption was incorrect. While in the store, I was not informed that shipping costs were determined not only by weight but also by size and destination. I had assumed weight was the primary factor. As shown in the attached PDF, all seven packages weighed only 0.2 pounds, with dimensions of 10 x 9 x 2 inches. Yet, halfway through the transaction, I realized the shipping costs ranged from $12 to $16 per package. Had I known size significantly impacted the cost, I would have chosen the *********** instead.Additionally, I believe the employee assisting me should have provided a clearer upfront estimate of the pricing. If I had been informed from the start that each package would cost over $10, I would have reconsidered using *** for this shipment.I am requesting a review of this pricing structure and better transparency for customers regarding how shipping costs are calculated. I appreciate your time in addressing this matter.Thanks,******** ********

      Business Response

      Date: 02/26/2025

      This complaint was for the UPS Store location on ************* in **********, ************. We are the location at **************************************************************************************************. Please understand that we have no control over the business of another franchise location that we have no relationship with.

      Customer Answer

      Date: 02/27/2025

      To whom it may concern,

      I apologize for any confusion. The dispute occurred at the UPS Store located at ****************************************, in the *****************
      Please let me know if you need any additional information. (Phone Number: ************)

      I also wanted to follow up on my email from last Friday, where I mentioned visiting a different *** Store on *********************. I had a much different experience thereI was provided with a clear range of prices upfront and felt comfortable before proceeding to checkout.

      Thank you.

      Business Response

      Date: 03/14/2025

      All pricing is set directly by UPS.  Every shipment that we process must be confirmed by the customer and signed off on that they are willing to proceed before ANY payment is collected.  Any questions that the customer has we are happy to answer during the shipping process.  Thank you.

      Customer Answer

      Date: 03/17/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      I was not informed of the pricing until it was time to pay, and I wasnt given the opportunity to ask about it, as I was already late for work. In contrast, when I visited the UPS Store on ******** Road, I had a much different experienceI was provided with a clear range of prices upfront and felt comfortable before proceeding to checkout, unlike at the ************* location in the ****************, where the pricing came as a surprise.

      I've visited the UPS Store on ************* before without any issues, so it was surprising to see that packages weighing less than a pound cost the same as much heavier ones. Yes, *** is transparent about its box pricing, which is why I chose to ship my packages in plastic bags to avoid the box fee. As I mentioned in my initial complaint, had I been aware of the pricing beforehand, I would have taken my business elsewhere.

      Regards,
      ******** ********

    • Initial Complaint

      Date:05/30/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 5/22/23 at around 3:27pm I dropped off two packages at the UPS Store on Hamilton St in State College, PA. Both had QR codes the were scanned and had corresponding labels printed. Item #1: ****************** – meant to go on large box being shipped for ******i (sold item). Owlet Smart Sock Baby Monitor, gently used. Item sold for $106 plus shipping, valued at $299.99 Item #2: ****************** – meant to go on small envelope being shipped to ****** (returned item), 24 karat gold necklace chain, item valued at $33.99 The woman, who was not wearing a nametag, took the packages one at a time, scanned the QR codes, then left the labels in the printer. She pushed the packages into a corner of the desk and set the labels on top without affixing them to the packages, and told me I could go. On Friday 5/26/23, I got a message from the person who purchased Item #1 through ******* asking why I shipped them Item #2 and I realized that the woman at the UPS Store had mixed up the labels. I contacted ****** immediately and they said there was nothing they could do. I tried to file a claim with UPS online and they said I had to call the store. I called the store on Friday 5/26/23 and was told the manager was out and to come in person Tuesday 5/30/23. I did and was told they could not help me by the same woman who mixed up the labels, whose manager refused to speak to me. They gave me a number to call. I called and they said they could not help and I had to contact ****** to file a claim. I contacted ****** again and they said they cannot do that and UPS has to file the claim. I am out $140 and no one has been able to help me, when it is directly the woman's fault at the UPS store that this happened.

      Customer Answer

      Date: 06/02/2023

      Today, the business reached out to me and apologized and also refunded the price of my lost merchandise, which were the two resolution items I listed in my complaint. I’m happy to close it, let me know if you need more information from me


    • Initial Complaint

      Date:10/29/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1. UPS acknowledge that they lost our package. They sent us a letter for that. 2. UPS provide instruction to submit document to support the cost of lost item. 3. However, the instruction doesn't work at all. 4. We get help from professional, and they said UPS is purposely making the reimbursement process very difficult or impossible. 5. We called UPS for resolution, and UPS support are not helpful. 6. After hours and hours of struggle, nothing got resolved.

    The UPS Store is NOT a BBB Accredited Business.

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