Mail Center U S A

Review: While in Texas, I purchased a mirror which was packaged by the store in the original packaging in which it was received by store. Mail Center insured and shipped this package to my home in MA. The package was supposed to have a fragile sticker on it but it was not put on. The Mail Center employee was told she could repackage my mirror but she did not. It arrived at my home damaged, and at Mail Center's request was picked up along with its packaging and returned to Mail Center by [redacted] . The insurance claim was denied because Mail Center felt the packaging was "insufficient". The Manager, Andrea Pantle, will not return my calls and would not answer a certified letter outlining these issues. Mail Center should not have sold the insurance for a package wrapped by a store if Mail Center only insures items packaged for shipping by Mail Center. If the packaging was insufficient, Mail Center should have repackaged the item which would have made it compliant. The employee was told that we were leaving it up to her to determine. I have paid for a mirror, shipping and insurance and have nothing to show for over $150 spent.Desired Settlement: Mail Center USA should accept responsibility for their error and pay the face amount of the insurance, $150. The mirror should also be returned to me.

Business

Response:

The customer did come in to ship a mirror. That is the only truth in her letter.

We begged her to let us repack the mirror she said it was the way that it was shipped to the vendor, we told her

that was a different packing process. We do not insure the package, [redacted] does, and [redacted] denied the claim, not me.

I have responded to her several times, and she does not like my answer, therefore, I did stop the communications.

It is clearly stated on the receipt, which she signed, that we are not responsiable for poorly packed items, and it is up to

the carrier to approve or deny the claim. If she wants her mirror, I would be happy to send it to her free of charge.

[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I unfortunately missed the reply from Mail Center USA regarding my complaint. I received notice that the complaint has been closed. I was under the impression that Mail Center USA had to respond within 2 days to my complaint and after a few days after that, I did not able to check my email often to see that they had replied and now the claim is closed. Hopefully, you can add to that complaint that:

I take offense that [redacted] said that she begged me to let them repackage the mirror. That is a total lie. She did not respond to me after one of her employees informed me that my mirror was in the back room of the store and my claim had been denied despite phone calls and a certified letter which she signed for. If one was to believe that they "begged" to be allowed to repackage the mirror, they should not have sold insurance knowing that it would be denied. This in itself is fraud. No matter what, buying insurance is supposed to insure something -- how can it be denied?

I would like to have the mirror back despite it's condition to have something from this fiasco for the monies spent.

The concept of purchasing insurance and having the event insured against occur but the insurance is denied is incomprehensible. Despite the protestations by Mail Center USA that it's [redacted] who denied the claim, it is Mail Center USA's responsibility in that they were acting as agent for [redacted]. It was Mail Center USA who chose not to repackage to [redacted] specifications and who as a representative of [redacted] sold insurance according to their reply to Revdex.com knowing full well that [redacted] would not, in fact, insure the package. If they packaged the mirror, I probably would not have purchased insurance. I purchased insurance because the store packaged the mirror. I would also like a copy of what Mail Center USA insists I signed waiving my rights. It's not on the receipt I was given, but as I understand it, on the package which was taken back to them.Thank you.

Regards,

Business

Response:

I am not going to argue the facts. I will send the mirror.

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. [redacted] obviously will not resubmit the insurance claim. Hopefully potential customers of Mail Center USA may learn something from this and go someplace else for their shipping needs. The return of a dented mirror with shattered glass is the absolute least she can manage.

I will no longer waste my time trying to get my insurance settlement from a business owner who will not DO THE RIGHT THING.

Regards,

Consumer

Response:

I am rejecting this response because:

Sent: Tuesday, August 20, 2013 9:41 AM

On July 17 Andrea said that she would send the mirror in her

response and I dropped the complaint. It is now August 20 and the mirror

has NOT arrived. What now?

Regards,