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I went to the UPS Store (Store #4571) on Trimmier Ave. in Killeen, Texas on August 4, 2009 to have two framed certificates packed and shipped to an APO address in South Korea at a cost of $193.41. The cost to ship the package was $162.90 with the remaining amount for packing. The package weighed 15 lbs. with a dimension of 36X6X30 inches.
When the package did not arrive by August 29, I emailed store 4571 from my children's home when I was in South Korea on August 30 and 31. I never received a response. On returning home, I went to the store (Sept. 8) to inquire. The manager said they could do nothing for me, it was the problem of the USPS. I asked why I did not receive a reply from the email, and her response was, "Sorry about that." I then went to our local USPS office where they researched and found that the store sent the package "space available" and it was still in transit. I was never advised that I paid that much money to have a shipment go space available.
The package finally arrived on September 14, 2009…41 days after shipping.
I emailed the corporate offices of The UPS Store via their online form on September 8, 11, 12, and 28. Each time I received an automated response that I would be contacted by UPS Store. I have yet to receive a response.
On September 12, I filed a complaint with the Better Business Bureau. The complaint was forwarded to the local UPS Store on September 14 with a suspense date of September 24 to respond. The BBB contacted The UPS Store on September 25 and given another suspense date of September 28. Based on the foregoing, it is clear and unequivocal that The UPS Store does not care about their customers.
The complaint has been investigated and resolved to the customer’s satisfaction.
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I am the owner of a shipping facility in Minnesota. We ship via all carriers. First of all, like us, The UPS Store does not send packages 'Space Available'. That is a postal term that is not available, ever heard of, or requestable by any sending party or is a term that can be defined on the USPS website. What is 'Space Available'? The answer should be obvious.
Secondly, any international mailing via the postal service (which all APO/FPO's must be sent), are not trackable and have no guarantees for arrival time. Regardless of how they are sent through USPS, they often can take weeks and all too often are lost. Obviously, no alternative shipping facility can offer more for a USPS service than USPS does.
Thirdly, the only method a large box size of 36X6X30 can be sent via USPS is the Global Express Guaranteed. Incidentally, 36X6X30 is the printed INSIDE dimensions of a standard industry shipping box - outside dimensions are 37X7X31. That size is too large for ANY USPS service and would have to be cut down to 37X7X28, which makes it mailable for the Global Express Guaranteed service ONLY. That rate is $378.45. Sounds like you got a bargain! It is possible that that The UPS Store and it's post office have a good relationship and that post office is extending that The UPS Store a courtesy service - unlikely, but possible.
Again, there is no such specific service as 'Space Available' and is something USPS themselves placed on the box due to its large size AFTER USPS received it. This is outside of anybody's control including The UPS Store. I believe you owe this The UPS Store an apology for what you've put them through.
Finally, and as a side note, the BBB offers no functional service to the public. The BBB is a franchised operation that gives the false illusion to the public that it carries some formal weight. Rather, it is only a self-serving business that only 'protects' businesses that pay their 'protection' money. If businesses don't wish to pay, the BBB automatically lowers 'their' grade for this business - even though they may have no complaints at all. And if the business gets only one or two complaints, legitimate, invented, resolved, or otherwise - out of thousands and thousands of customers - the BBB will lower that business grade to a C or D. But guess what, if that business then decides to pay the BBB what they want, BBB will wipe the slate clean and give that business an A regardless or complaints. So, you tell me, what's the point? The closest analogy I can think of for the BBB is the racketeering 'protection' that organized crime offer small businesses during the depression.
You got a great deal on your shipment. The USPS dictated that the size was too big and would have to wait for space to be available. International packages change many hands outside of USPS control and may take a very long non-trackable time for delivery. So why are you being so rude to that The UPS Store?
The gentleman above said it much better than I could in words