DDEDC Inc

Initial Business Response /* (1000, 5, 2014/04/27) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email:[redacted]
4/25/14
Case#: [redacted] Consumer:[redacted] Business Info: The UPS Store
[redacted] Johnson made (3) trips to The UPS...

Store:
1st on Tues/Feb 25 where we shipped (10) cartons
- Clerk initially started processing transaction as 10 individual shipments. I intervened and revised process to be 1 shipment of 10 cartons (i.e.: 1 of 10, 2 of 10, etc). UPS Systems strive to deliver all cartons of a shipment on the same day, and processing as 1 shipment would make it easier. The planned transit time, to WA, is 4 business days from ship date. Planned arrival date was Mon/Mar 3.
- I assisted in either carrying OR hand-trucking into the store, over 1/2 of the items being shipped (on each day)
- 7 cartons were customer packed
- 3 cartons were center packed
- I advise ALL customers that we/The UPS Store covers the initial $100 of value, and that any value in excess of $100, can have a declared value (by the customer) covered for $2.25/$100 of value. I also advise all customers if their packed item is improperly packed (to UPS Standards), and it gets damaged, then the declared value coverage is null & void, as item was not packed properly. To this end,[redacted] didn't declare value on most of the cartons she packed. I never decline a customer's request to declare value on a package, nor do I insist that a customer places a declared value on a package.
- Shipment was shipped to Issaquah, WA, (which later discovered was[redacted]'s brother's house). When we processed the shipment, I asked if someone would be home to accept delivery. Due to the size & volume of shipment, and value of some to the items, I had suggested that a signature be required to accept delivery. IF no one would be at destination to sign, then delivery attempt would be on the succeeding day.[redacted] had assured me that someone would be home, and that a signature was not necessary.
- ALL 10 cartons left my store on Tues/Feb 25, and arrived at the Addison UPS Hub. From there, they would be moved to the Hodgkins, IL HUB (largest in the country), loaded on a train, and sent to WA.
- All 10 cartons were delivered on Mon/Mar 3, at 3:11pm, without incident.
2nd & 3rd trips to the store were on Weds/Feb 26 where we shipped (6) cartons in the morning and (1) carton in the afternoon. We processed the 6 cartons as 1 shipment (ie: 1 of 6, 2 of 6, etc). [redacted] returned to store that afternoon, and shipped 1 carton.
- 5 cartons were customer packed
- 2 cartons were center packed
- ALL 7 cartons left my store on Weds/Feb 26, with a planned transit time of 4 business days, with a planned arrival date of Tues/Mar 4. All arrived at the Addison UPS Hub, and continued on to Hodgkins, IL HUB, loaded on a train, and were sent to WA. As stated above, I have no control over when/how cartons are handled/loaded/departure dates after a carton leaves my store.
- While in transit, there was a train derailment, as well as, bad weather too. Delivery was delayed by 2 days.
- ALL 7 cartons were delivered on Thurs/Mar 6, and signed for, with some due to having high value items.
All in costs paid by[redacted] were $ 1271.10
- packing materials, labor, sales tax was $ 136.36
for (5) cartons
- shipping charges, declared value,
signature req, fuel surcharge $1134.74
On Fri/Mar 21/9:40am, 11 days after the last delivery, customer contacted store, for the 1st time, incredibly upset with the condition of the cartons, that there were 3 missing cartons (although all show delivered), and, demanding satisfaction, my manager's name, my owner's name, and demanding to know who I report to at UPS. Further, that she was recording all of our conversations (which she was), and that she was going to be reporting me to the Revdex.com.
On Fri/Mar 21/4pm, I called[redacted] (leaving a msg), requesting tracking numbers for (3) missing cartons, so that I could start a 'trace'. At the end-of-the-day/Mon/Mar 24, I rec'd e-mail from[redacted] with missing tracking #'s.
The initial investigation, which takes 8-10 business days, to locate the 3 missing cartons, ended with out success. An element of the investigation includes contacting recipient at delivery location. As indicated earlier,[redacted] doesn't live at delivery address (neither UPS nor I was aware of that), nor was she responding to phone calls. In the absence of contact, investigation was closed. I contacted[redacted], advising of failure to locate cartons, as well as, determine why she hadn't returned messages or information left at destination. That's when she advised that she doesn't live there, has never lived there, and how could UPS expect her to respond to notes left at original destination? I immediately re-opened investigation, the next day!!!
The 2nd investigation ended with claim/loss notification issued on 4/4/14. I forwarded forms to[redacted] to complete/return forms. To date (4/25/14), I have not received forms to process claim for lost cartons. None of the lost cartons had had declared values placed on them. We can file for $100 max coverage plus freight.
With regard to processing claims for other damaged items, initially[redacted] demanded to have my UPS account # to initiate all claims. I gave it to her.
I would be happy to initiate claims on any/all damaged items.
[redacted] has advised she has:
- pictures of all damaged cartons and items
- value statements on all damaged items
To date, April 25, I have only received high level generic descriptions of damaged items; BUT have not received and substantive details to more forward with a claim.
With regard to[redacted]'s complaint that haven't already been addressed above:
- It's virtually impossible to provide detailed quotes over-the-phone. I attempt to provide several quotes/day, to all callers. It's what we do. We can best guess weights, sizes, and freight expense, and I caution all customers when they're interested in getting a quote. Until we can get an item on-the-scale, and measure dimensions, we're totally dependent on customer providing information.
- ALL 17 cartons physically left my store on the same day they were processed. I can only control what is inside my 4-walls. Attempting to assess blame, delays, and a train derailment on me, without understanding how the overall logistical processes of UPS work, from end-to-end, accomplishes nothing, and pure speculation.
- [redacted] suggests that she was charged for more cartons than we used. She was only charged for (5) cartons, as well as, materials & labor to pack them. I can easily demonstrate cartons used, in conjunction with cartons shipped, and who packed them, for all 17 cartons of the shipment.
- 7 of the 17 cartons were delayed, by 2-days, due to train derailment and inclement weather/snow.
- 10 of 17 cartons were delivered on the day promised, at 3:11pm. No one was home. There was no signature required (although I had suggested it). Unsure when cartons were actually brought in at destination. Unfortunately, WA gets lots of rain. I can't speak to cartons getting wet. I can't speak to amount of time between when cartons were delivered, and when someone got home to take them in.
- I would be happy to review any/all transaction postings, and explain what they mean, as well as, provide an overview on how the UPS systems flow material to destination.
It has been 7 weeks since all packages were received at[redacted]'s brother's house, and weeks have passed without comment.
In closing, I certainly do apologize for the events that have occurred, including the ones that I have no control; and stand ready to file claims on[redacted]'s behalf, as appropriate, as soon as I receive necessary/requested information to process them.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] fabricated a lot of things when he gave his account. Unfortunately, I do not have enough characters to completely go line by line. So I will sum it up as best as possible.
I do understand that my situation is not of much importance to[redacted]. I, as well, deal with customers on a daily basis, but unlike[redacted], I place a high value on their satisfaction. I also stand by the importance of carefully explaining everything accurately and following through to ensure their satisfaction. I am aware that there are times when unforeseen things happen, and when it does, I personally speak to my customer's to insure that they are completely happy with the resolution. I do what is in my power to help them find resolutions. Sometimes you will be amazed at how little the customer wants, but you have to be willing to ask.[redacted] has never cared to ask me how he could help fix this situation. Believe it or not, but I do not want much.[redacted] has simply chosen to battle this whole ordeal out. It shouldn't be this difficult. That may be one of the reasons why The Revdex.com gets so many claims sent to them. If[redacted] would have tried to help me, then I would NOT have submitted a claim.[redacted] still refuses to admit to giving me false information about declaring value. It is evident that[redacted] does not care about my items that were lost.
I understand that[redacted] prefers not to handle the claim like a store manager typically does, but to give the Revdex.com false information is wrong and completely unprofessional.[redacted] never asked how he could resolve the situation regarding the claims. A manager should stand by their word. I understand that he is not willing to admit wrong doing, maybe for fear or getting in trouble, but his wrong doing is greatly impacting me.
I just want this issue resolved. I understand that this is an inconvenience to all of us and I prefer not to do this, but if this is the only way to get a full resolution from[redacted] or UPS, I will.
As Stated by[redacted]: "As indicated earlier,[redacted] doesn't live at delivery address (neither UPS nor I was aware of that), nor was she responding to phone calls. In the absence of contact, investigation was closed. I contacted[redacted], advising of failure to locate cartons, as well as, determine why she hadn't returned messages or information left at destination. That's when she advised that she doesn't live there, has never lived there, and how could UPS expect her to respond to notes left at original destination? I immediately re-opened investigation, the next day!!!"
This is completely false. Here are the facts:
1) Regarding the statement by[redacted] shown above: I did not say that to[redacted] over the phone. In fact,[redacted] and I never had that phone conversation. I learned about the case being closed Via email on 4/03/2014 (which I can send a copy). If you read the email carefully, you will see that DAVID STATED: "I advised UPS to re-open the investigation, which they agreed to do; BUT, you'll need to respond to the UPS attempts to contact you, either via phone or notes on your door." So, even though[redacted] says he re-opened the case immediately AFTER he spoke to me (completely false),[redacted] did speak to me regarding this on that day. He spoke to me on the phone on 4/4 2014. A day after he re-opened the case on 4/3/2014. He even informed me on our conversation that he knew my items were still missing and he had already re-opened the case. I spoke to a friendly customer care representative on 4/3/2014 regarding the claim, and they advised me that the claim had already been re-opened by[redacted]. Also, during our very FIRST conversation, I formed[redacted] that the shipped location was my brother's address.[redacted] clearly did not take note of that fact.
2) [redacted] never asked me if anyone would be home.[redacted]'s conversation about the signature is completely false.[redacted] never suggest signatures. I never knew I had the option. If it had of been suggested, I would have definitely agreed to it since all of my personal belongings were being shipped. All[redacted] did was tell me what the ship date was, and I informed him that that worked for me. The fact that it was shipped to my brother's home is completely irrelevant.[redacted] and I NEVER had a conversation about signatures. I know realize that[redacted] SHOULD have had a conversation with me about signatures, and to make it look like he did his job properly, he is adding in false information.
3) [redacted]'s summary about our first phone conversation is false. I informed[redacted] about the missing packages delivered to my brother's house, and that they were the packages that he did not let me declare value on. When he told me that there was nothing he could do about that, and that I could only get $100, I asked if I could speak to his manager. He then proceeded to tell me that he had no one above him because his store was privately owned. I informed him that everyone has a superior, so then he gave me the contact information that I asked for. I also indicated in our first conversation that I did not live at that address. I informed him that it was my brother's address that my belongings were shipped to. It is evident now that he did not retain that information. I was not demanding, nor did I say I was recording the calls (and I did not record the calls). I also contacted UPS customer care several times before I contacted the store. The first time was because of the condition of items that were delivered, the second time was due to my items being on a train derailment, and the third time was for missing items. I was then told that it may be best to contact the store directly.
4) On the day of BOTH deliveries, SOMEONE WAS HOME waiting for the delivery (unlike[redacted] stated). The UPS person DID NOT ring the bell and simply left the packages outside on the first day (this is actually an ongoing problem that my brother has with UPS and Fed Ex). That was the delivery that had my 3 missing packages. When someone went outside, they saw the packages and were unsure how long they had been sitting there.[redacted] never suggested signatures. I never knew I had the option. If it had of been suggested, I would have definitely agreed to it since all of my personal belongings were being shipped.
5) I have to keep working with him regarding my claims. I have no guarantee that he will not retaliated against me and make my claims process harder. Honestly, that is why I have waited to submit my claims. I want to know the resolution and have it in writing, because I have no guarantee that he will not retaliate. When I filed a complaint with UPS against[redacted], they even told me that it is a risk I take since I still have to deal with[redacted] to complete my claims, but if he does retaliate then I can escalate the complaint up.[redacted] and I have had several conversations on the phone, all of which he has been very abrupt and rude (the last of which he told me he was denying everything I put in my Revdex.com complaint on 4/23/2014.) So I knew he would deny everything but I was unaware that he would fabricate so many things.
I understand that[redacted] does not want to assist me in resolving this, but these factious statements are very unnecessary. I'm a customer who trusted this UPS store in good faith hoping to get all of my personal belongings to my new State safely. I did not know that it would turn into something so negative.
I still remain optimistic about this and hope that[redacted] and I can come to a resolution. I do not want much. Maybe[redacted] does not understand that. He's never asked me how he can help resolve this situation. I was extremely let down when I lost those items and when my items were damaged. I am also in disbelief on[redacted]'s actions on handling this situation. Throughout the whole process I felt that[redacted] did not care. I do not want to battle him. If possible, I am okay with working with another UPS store manager if this is too much for[redacted] to handle. I do not want to upset him, because he did seem overwhelmed when we've talked on the phone.
All I want is for someone to help me get the appropriate amount for my lost items (which is probably a lot less then[redacted] thinks), and to get my damaged items replaced. I do not want[redacted] to get in any trouble. Mistakes happen, I completely understand it. I came in with a lot of huge items, and it may have thrown him off a bit. I do not want his business to get a bad rating, but I will fully pursue this complaint process if no resolution is made. I just want us to come to a resolution. Unfortunately, when I've tried doing so,[redacted] has not been of much help. If I need to work with someone else who actually cares a little about my loss then I am okay with that. I understand this situation is not happening to[redacted] so he may not understand or care about how this has impacted me. I would much rather work with someone who actually wants to help me.
Thank you for your time.
Final Business Response /* (4000, 11, 2014/06/01) */
5/31/14
Case#: [redacted] Consumer:[redacted] Business Info: The UPS Store
Contact Name/Title: [redacted]
Contact phone #: [redacted]
Contact e-mail: [redacted]
Let me start by how I finished my initial reply:
"In closing, I certainly do apologize for the events that have occurred, including the ones that I have no control; and stand ready to file claims on[redacted]'s behalf, as appropriate, as soon as I receive necessary/requested information to process them."
It is now May 31, 2014, approx 90days after the last cartons arrived, 80days after[redacted]'s initial bitter, emotional, threatening, recorded conversation(s); and, yet I still have not been able to file any claims, on[redacted]'s behalf, as requested detailed information has not been provided by[redacted].
I remain troubled by her continued accusations, her 'hearing' tone, when there has been none. In fact, quite the opposite, as this is what I hear from[redacted], but also recognize that her carton contents have incurred damage, there has been loss, and she would like a speedy resolution.
IF[redacted] would provide necessary information, THEN, I can do something about it, which in not having anything of substance to go on has proven very frustrating (to me).
I did send (3) claim forms, to[redacted], on April 9, for the (3) missing cartons. To date, she has not completed/returned them to me to move forward on those claim(s).
[redacted] has advised she has time-stamped pictures of all remaining damaged cartons & carton labels, although she has chosen to not forward them to me, to initiate a claim on her behalf. I have no answer as to why.
It's impossible for me to initiate a claim without having information that I have requested, as well as, the evidence she has in her possession:
- model #'s, descriptions, and value of damaged equipment
- itemized value of damaged equipment
- pictures of damaged cartons
In the 3rd week of April,[redacted] did advise of her new address in Seattle, WA; where I presume all cartons have since been moved to, from initial delivering address, in early March, in Issaquah, WA
I stand by my recounting of initial conversation(s)(see my initial reply to[redacted]'s complaint), and see no need to restate the facts.
My store/staff deal with over 2000 customers/month, in packing their products, and making their shipments; as well as, handling their package drop-offs/customer returns to vendors. We are professional, courteous, and kind to all; in spite of the many challenging situations we are presented. I have been in the Supply Chain/Freight business for 30+ years, dealing with all channels of distribution, modes of transportation, and have been responsible for multiple Customer Service Depts. I have won several awards for excellence. I have successfully operated my The UPS Store for 4+ years.
I recognize that accidents do happen, and continue to stand-at-the-ready, to file claims for[redacted]'s missing cartons and her damaged contents, once I receive requested information.
Help me help you.
Final Consumer Response /* (4200, 13, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me just start by saying that I have lost all faith in UPS if the way[redacted] is behaving is a reflection of how the company does business. His continuous fictitious statements and deceptive ways are really shocking. Once again, I never recorded any conversations, I was never threatening, rude, or emotional.[redacted] prefers to make up false statements instead of just admit that he made a mistake in our initial transactions. All I asked for was an apology and to get the correct amount for my lost and damaged items.
[redacted] has spoken to me on several occasions, even though he claims he has not. I have sent[redacted] a total of FOUR emails with my claim forms, and proof of damage to him by email. Yet, when I called him and spoke to him on the phone a few days before he posted his last rebuttal (even though he claims he has not heard from me) he said he received none of them. I will be sending yet another email in hopes that he acknowledges it. It's not right for him to retaliate against someone like this. Just help me like you say you are trying to do.
I do not doubt that[redacted] deals with many customers or that he has been doing this for 30+ years. That still does not mean that he did not make a mistake and is not trying to avoid actually admitting to it and fixing the problem. A person who genuinely valued customer service would actually try and work with their customer to resolve the situation.[redacted] has done the opposite of that. He prefers to just go back and forth playing the blame game instead of trying the resolve the problem. I've never experienced such horrible treatment from a company.
[redacted], can you please stop retaliating against me and just help me get this resolved? That's all I ask.Have a good day.
-[redacted]