Edit to add: I would strongly encourage anyone who has experienced similar issues with this store to file a complaint with the Better Business Bureau and also corporate. Each complaint with corporate counts against the franchise owner, which is essentially the only way to hold them accountable for their crooked practices.
Spare yourself and drive to St. Joe or Holland! I'd like to preface this by saying that I seldom leave 1 star reviews, but UPS customers need to know what could happen to them!
I sent my boyfriend to drop off a package for me in the first week of march. The girl didn't give him a receipt. The next morning, I checked the status of my shipment and it still said "shipping label created," so I called there to find out what was going on. They gave me the run around for four days before I finally just went in there. At that point, Glenn (owner) was in there and explained to me that they have no idea where the package had gone. Fortunately, this package value was about $40 and I was selling it for $25 so I was really only out $25. Unfortunately, I own a small e-commerce business and had a customer waiting for this package. When I explained to Glenn that I was more concerned with the negative feedback than I was the loss of the money, he told me "just tell them to leave their negative review on my store. I don't care." So I already know he doesn't care about the satisfaction of his customers. He did offer me a $25 credit for the inconvenience, but that really does me no good, as my customers prepay their shipping. I did walkout feeling a little better, as I do understand that humans do make mistakes.
Fast forward to two weeks later, I personally went into the store to drop off six packages. Learning from the previous experience, I requested my receipt and went on my way. It's worth noting that the same employee that lost my package earlier that month was the one who scanned these six packages in. I take my receipt and leave. The next day, I notice that one of my ($100) items is still reading "Shipping Label Created" while the others are reading "In Transit." Freaking out, I checked the receipt I HAD TO REQUEST and to my disbelief, she had only scanned in five of the six items. Make note that both of the items not scanned in were in their original box with the picture of the item on the box. Also, we decided it would be easy for the other box to be lost as it was only about 4"x8" but this one was a large simple human dual compartment under cabinet recycling bin and trash can. No way that would just disappear. After I come to the realization that she hadn't scanned in my items, I immediately called the store and spoke with Glenn. This is where it gets disturbing. I explained what had happened to him and he told me that I should have counted the items on the receipt before leaving! I asked him to please pull the cameras as I have the date and time of the drop-off of BOTH packages and this particular employee was the one who handled BOTH packages. It would be a simple resolution. Find out where my packages are and help me to prove that I did in fact drop them off. His response? "That's awfully accusatory of you. I am not going to pull my cameras because my employee has been with me for over 10 years and I trust her." The fact is, pulling the footage would solve the mystery of the missing packages, but the owner refuses to do so. So now, I have two customers who never received their packages and am out about $100. Fortunately my customers were understanding after I forwarded them the email conversations I'd had with Glenn. just BEWARE! If you do have to use the UPS Store in South Haven, GET A RECEIPT AND COUNT THE ITEMS ON THE RECEIPT! The owner doesn't care about our reviews and he is more concerned with protecting his employees than doing his part to protect the packages he gets paid to ship! I have been going to different UPS stores with my hundreds of dollars in packages every week because he isn't deserving of my money. read more
