This location is not customer centric and cares more about money than they do pleasing their customers ...after losing $260 here, we will NEVER do business here again and plan to warn everyone we know NOT to go there. As can be clearly seen from previous unhappy customers, this one gets terrible reviews.
After 2 moves in 3 years, my husband and I decided to get a permanent PO box address for our business so we could keep the same business address long term. I did research to figure out which location would work best for us and the Sachse location was one of three we were initially considering. However, because it was the least desirable location of the three (and it got terrible reviews) I marked it off of our list in favor of the other two. I also considered what the street address would end up being per location as we preferred a simple address that wouldn't be confusing to our customers, thus reducing the likelihood of payments not arriving promptly. The street address for the PO box here was the worst of the three locations as it is a HWY address with a suite number attached.
Unfortunately, my husband misunderstood which location I crossed off the list so he went to this location and signed up for a PO box ...and even worse, he paid upfront for a full year ($260). He purchased the PO box near closing time that day so it was too late to for them to make keys thus they told him to return the next day.
When he got home and I realized that he signed up at the wrong store, I was not happy !! Upon finding out that he hadn't even gotten the keys yet, we decided to go back to the store in the morning and request a refund or transfer to a different location... thinking it shouldn't be a problem (how wrong I was).
My husband arrived soon after they opened the next morning and was told that he would have to come back at 4:30 in the evening to speak to the owner. He went back and the owner said it wasn't possible to do a transfer and refused a refund by lying and saying that it was out of his hands because UPS (not him) doesn't allow refunds on PO boxes.
I then called a couple of other UPS store locations to ask about this so called "policy" and they said that UPS stores are franchises and that it's up to each individual owner whether to give a refund or not. One person suggested me calling corporate to verify this info...so I did. The CS rep at corporate verified that it is indeed up to each owner whether to give a refund and that it is NOT a UPS mandate as he had stated.
The rep did inform me that there was a no-refund clause somewhere in the paperwork that my husband would have signed and thus if the owner CHOSE NOT to give a refund then he was within his legal rights to refuse. I asked the CS rep at corporate if we could do a three-way call to the Sachse UPS store so she could inform the owner that, YES, he could give a refund IF HE CHOSE TO DO SO. She agreed and we did the three-way call in which she informed him that he could give us a refund as it WAS NOT against UPS policy (even for a PO box).
At that point, he said he would think about what to do and call us back. A few days later he called back and told us that he had spoken to his business partner and they had decided NOT to give us a refund. He then offered us something totally useless in place of a refund (to forward any mail we might receive there a few times ...free of charge). The problem is that we won't be getting ANY mail there since we aren't going to use that box or address. I am planning to file a case against them with the BBB.
As business owners ourselves, we would quickly and pleasantly give any of our customers a refund if they ever asked for one because we understand the simple truth that repeat customers are the backbone of any successful business (not to mention the word of mouth referrals that usually contributes to a business's long-term growth and success). Losing customers to keep a small amount of money is not worth it. read more
