Initial Business Response / [redacted] (1000, 5, 2014/04/27) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] 4/25/ Case#: [redacted] Consumer: [redacted] Business Info: The UPS Store [redacted] Johnson made (3) trips to The UPS Store: 1st on Tues/Feb where we shipped (10) cartons - Clerk initially started processing transaction as individual shipmentsI intervened and revised process to be shipment of cartons (i.e.: of 10, of 10, etc)UPS Systems strive to deliver all cartons of a shipment on the same day, and processing as shipment would make it easierThe planned transit time, to WA, is business days from ship datePlanned arrival date was Mon/Mar - I assisted in either carrying OR hand-trucking into the store, over 1/of the items being shipped (on each day) - cartons were customer packed - cartons were center packed - I advise ALL customers that we/The UPS Store covers the initial $of value, and that any value in excess of $100, can have a declared value (by the customer) covered for $2.25/$of valueI 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 properlyTo this end, [redacted] didn't declare value on most of the cartons she packedI 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 deliveryDue to the size & volume of shipment, and value of some to the items, I had suggested that a signature be required to accept deliveryIF 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 cartons left my store on Tues/Feb 25, and arrived at the Addison UPS HubFrom there, they would be moved to the Hodgkins, IL HUB (largest in the country), loaded on a train, and sent to WA - All cartons were delivered on Mon/Mar 3, at 3:11pm, without incident 2nd & 3rd trips to the store were on Weds/Feb where we shipped (6) cartons in the morning and (1) carton in the afternoonWe processed the cartons as shipment (ie: of 6, of 6, etc) [redacted] returned to store that afternoon, and shipped carton - cartons were customer packed - cartons were center packed - ALL cartons left my store on Weds/Feb 26, with a planned transit time of business days, with a planned arrival date of Tues/Mar All arrived at the Addison UPS Hub, and continued on to Hodgkins, IL HUB, loaded on a train, and were sent to WAAs 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 tooDelivery was delayed by days - ALL 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 $ - packing materials, labor, sales tax was $ for (5) cartons - shipping charges, declared value, signature req, fuel surcharge $ On Fri/Mar 21/9:40am, days after the last delivery, customer contacted store, for the 1st time, incredibly upset with the condition of the cartons, that there were 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 UPSFurther, 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-business days, to locate the missing cartons, ended with out successAn element of the investigation includes contacting recipient at delivery locationAs indicated earlier, [redacted] doesn't live at delivery address (neither UPS nor I was aware of that), nor was she responding to phone callsIn the absence of contact, investigation was closedI contacted [redacted] , advising of failure to locate cartons, as well as, determine why she hadn't returned messages or information left at destinationThat'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/I forwarded forms to [redacted] to complete/return formsTo date (4/25/14), I have not received forms to process claim for lost cartonsNone of the lost cartons had had declared values placed on themWe can file for $max coverage plus freight With regard to processing claims for other damaged items, initially [redacted] demanded to have my UPS account # to initiate all claimsI 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-phoneI attempt to provide several quotes/day, to all callersIt's what we doWe can best guess weights, sizes, and freight expense, and I caution all customers when they're interested in getting a quoteUntil we can get an item on-the-scale, and measure dimensions, we're totally dependent on customer providing information - ALL cartons physically left my store on the same day they were processedI can only control what is inside my 4-wallsAttempting 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 usedShe was only charged for (5) cartons, as well as, materials & labor to pack themI can easily demonstrate cartons used, in conjunction with cartons shipped, and who packed them, for all cartons of the shipment - of the cartons were delayed, by 2-days, due to train derailment and inclement weather/snow - of cartons were delivered on the day promised, at 3:11pmNo one was homeThere was no signature required (although I had suggested it)Unsure when cartons were actually brought in at destinationUnfortunately, WA gets lots of rainI can't speak to cartons getting wetI 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 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 / [redacted] (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 accountUnfortunately, I do not have enough characters to completely go line by lineSo 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 satisfactionI also stand by the importance of carefully explaining everything accurately and following through to ensure their satisfactionI 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 resolutionI do what is in my power to help them find resolutionsSometimes 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 situationBelieve it or not, but I do not want much[redacted] has simply chosen to battle this whole ordeal outIt shouldn't be this difficultThat may be one of the reasons why The Revdex.com gets so many claims sent to themIf [redacted] would have tried to help me, then I would NOT have submitted a claim[redacted] still refuses to admit to giving me information about declaring valueIt 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 information is wrong and completely unprofessional[redacted] never asked how he could resolve the situation regarding the claimsA manager should stand by their wordI 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 resolvedI 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 callsIn the absence of contact, investigation was closedI contacted [redacted] , advising of failure to locate cartons, as well as, determine why she hadn't returned messages or information left at destinationThat'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 falseHere are the facts: 1) Regarding the statement by [redacted] shown above: I did not say that to [redacted] over the phoneIn fact, [redacted] and I never had that phone conversationI learned about the case being closed Via email on 4/03/(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 dayHe spoke to me on the phone on 4/A day after he re-opened the case on 4/3/He even informed me on our conversation that he knew my items were still missing and he had already re-opened the caseI spoke to a friendly customer care representative on 4/3/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 signaturesI never knew I had the optionIf it had of been suggested, I would have definitely agreed to it since all of my personal belongings were being shippedAll [redacted] did was tell me what the ship date was, and I informed him that that worked for meThe fact that it was shipped to my brother's home is completely irrelevant[redacted] and I NEVER had a conversation about signaturesI 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 information 3) ***'s summary about our first phone conversation is falseI 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 onWhen 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 managerHe then proceeded to tell me that he had no one above him because his store was privately ownedI informed him that everyone has a superior, so then he gave me the contact information that I asked forI also indicated in our first conversation that I did not live at that addressI informed him that it was my brother's address that my belongings were shipped toIt is evident now that he did not retain that informationI 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 storeThe 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 itemsI 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 missing packagesWhen someone went outside, they saw the packages and were unsure how long they had been sitting there[redacted] never suggested signaturesI never knew I had the optionIf 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 claimsI have no guarantee that he will not retaliated against me and make my claims process harderHonestly, that is why I have waited to submit my claimsI want to know the resolution and have it in writing, because I have no guarantee that he will not retaliateWhen 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 unnecessaryI'm a customer who trusted this UPS store in good faith hoping to get all of my personal belongings to my new State safelyI 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 resolutionI do not want muchMaybe [redacted] does not understand thatHe's never asked me how he can help resolve this situationI was extremely let down when I lost those items and when my items were damagedI am also in disbelief on [redacted] 's actions on handling this situationThroughout the whole process I felt that [redacted] did not careI do not want to battle himIf possible, I am okay with working with another UPS store manager if this is too much for [redacted] to handleI 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 replacedI do not want [redacted] to get in any troubleMistakes happen, I completely understand itI came in with a lot of huge items, and it may have thrown him off a bitI do not want his business to get a bad rating, but I will fully pursue this complaint process if no resolution is madeI just want us to come to a resolutionUnfortunately, when I've tried doing so, [redacted] has not been of much helpIf I need to work with someone else who actually cares a little about my loss then I am okay with thatI understand this situation is not happening to [redacted] so he may not understand or care about how this has impacted meI would much rather work with someone who actually wants to help me Thank you for your time Final Business Response / [redacted] (4000, 11, 2014/06/01) */ 5/31/ 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 noneIn 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 cartonsTo 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 behalfI 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 customers/month, in packing their products, and making their shipments; as well as, handling their package drop-offs/customer returns to vendorsWe are professional, courteous, and kind to all; in spite of the many challenging situations we are presentedI 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 DeptsI have won several awards for excellenceI 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 / [redacted] (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 businessHis continuous fictitious statements and deceptive ways are really shockingOnce again, I never recorded any conversations, I was never threatening, rude, or emotional[redacted] prefers to make up statements instead of just admit that he made a mistake in our initial transactionsAll 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 notI have sent [redacted] a total of FOUR emails with my claim forms, and proof of damage to him by emailYet, 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 themI will be sending yet another email in hopes that he acknowledges itIt's not right for him to retaliate against someone like thisJust 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+ yearsThat still does not mean that he did not make a mistake and is not trying to avoid actually admitting to it and fixing the problemA person who genuinely valued customer service would actually try and work with their customer to resolve the situation[redacted] has done the opposite of thatHe prefers to just go back and forth playing the blame game instead of trying the resolve the problemI've never experienced such horrible treatment from a company ***, can you please stop retaliating against me and just help me get this resolved? That's all I ask.Have a good day - [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/04/27) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] 4/25/ Case#: [redacted] Consumer: [redacted] Business Info: The UPS Store [redacted] Johnson made (3) trips to The UPS Store: 1st on Tues/Feb where we shipped (10) cartons - Clerk initially started processing transaction as individual shipmentsI intervened and revised process to be shipment of cartons (i.e.: of 10, of 10, etc)UPS Systems strive to deliver all cartons of a shipment on the same day, and processing as shipment would make it easierThe planned transit time, to WA, is business days from ship datePlanned arrival date was Mon/Mar - I assisted in either carrying OR hand-trucking into the store, over 1/of the items being shipped (on each day) - cartons were customer packed - cartons were center packed - I advise ALL customers that we/The UPS Store covers the initial $of value, and that any value in excess of $100, can have a declared value (by the customer) covered for $2.25/$of valueI 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 properlyTo this end, [redacted] didn't declare value on most of the cartons she packedI 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 deliveryDue to the size & volume of shipment, and value of some to the items, I had suggested that a signature be required to accept deliveryIF 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 cartons left my store on Tues/Feb 25, and arrived at the Addison UPS HubFrom there, they would be moved to the Hodgkins, IL HUB (largest in the country), loaded on a train, and sent to WA - All cartons were delivered on Mon/Mar 3, at 3:11pm, without incident 2nd & 3rd trips to the store were on Weds/Feb where we shipped (6) cartons in the morning and (1) carton in the afternoonWe processed the cartons as shipment (ie: of 6, of 6, etc) [redacted] returned to store that afternoon, and shipped carton - cartons were customer packed - cartons were center packed - ALL cartons left my store on Weds/Feb 26, with a planned transit time of business days, with a planned arrival date of Tues/Mar All arrived at the Addison UPS Hub, and continued on to Hodgkins, IL HUB, loaded on a train, and were sent to WAAs 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 tooDelivery was delayed by days - ALL 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 $ - packing materials, labor, sales tax was $ for (5) cartons - shipping charges, declared value, signature req, fuel surcharge $ On Fri/Mar 21/9:40am, days after the last delivery, customer contacted store, for the 1st time, incredibly upset with the condition of the cartons, that there were 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 UPSFurther, 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-business days, to locate the missing cartons, ended with out successAn element of the investigation includes contacting recipient at delivery locationAs indicated earlier, [redacted] doesn't live at delivery address (neither UPS nor I was aware of that), nor was she responding to phone callsIn the absence of contact, investigation was closedI contacted [redacted] , advising of failure to locate cartons, as well as, determine why she hadn't returned messages or information left at destinationThat'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/I forwarded forms to [redacted] to complete/return formsTo date (4/25/14), I have not received forms to process claim for lost cartonsNone of the lost cartons had had declared values placed on themWe can file for $max coverage plus freight With regard to processing claims for other damaged items, initially [redacted] demanded to have my UPS account # to initiate all claimsI 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-phoneI attempt to provide several quotes/day, to all callersIt's what we doWe can best guess weights, sizes, and freight expense, and I caution all customers when they're interested in getting a quoteUntil we can get an item on-the-scale, and measure dimensions, we're totally dependent on customer providing information - ALL cartons physically left my store on the same day they were processedI can only control what is inside my 4-wallsAttempting 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 usedShe was only charged for (5) cartons, as well as, materials & labor to pack themI can easily demonstrate cartons used, in conjunction with cartons shipped, and who packed them, for all cartons of the shipment - of the cartons were delayed, by 2-days, due to train derailment and inclement weather/snow - of cartons were delivered on the day promised, at 3:11pmNo one was homeThere was no signature required (although I had suggested it)Unsure when cartons were actually brought in at destinationUnfortunately, WA gets lots of rainI can't speak to cartons getting wetI 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 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 / [redacted] (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 accountUnfortunately, I do not have enough characters to completely go line by lineSo 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 satisfactionI also stand by the importance of carefully explaining everything accurately and following through to ensure their satisfactionI 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 resolutionI do what is in my power to help them find resolutionsSometimes 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 situationBelieve it or not, but I do not want much[redacted] has simply chosen to battle this whole ordeal outIt shouldn't be this difficultThat may be one of the reasons why The Revdex.com gets so many claims sent to themIf [redacted] would have tried to help me, then I would NOT have submitted a claim[redacted] still refuses to admit to giving me information about declaring valueIt 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 information is wrong and completely unprofessional[redacted] never asked how he could resolve the situation regarding the claimsA manager should stand by their wordI 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 resolvedI 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 callsIn the absence of contact, investigation was closedI contacted [redacted] , advising of failure to locate cartons, as well as, determine why she hadn't returned messages or information left at destinationThat'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 falseHere are the facts: 1) Regarding the statement by [redacted] shown above: I did not say that to [redacted] over the phoneIn fact, [redacted] and I never had that phone conversationI learned about the case being closed Via email on 4/03/(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 dayHe spoke to me on the phone on 4/A day after he re-opened the case on 4/3/He even informed me on our conversation that he knew my items were still missing and he had already re-opened the caseI spoke to a friendly customer care representative on 4/3/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 signaturesI never knew I had the optionIf it had of been suggested, I would have definitely agreed to it since all of my personal belongings were being shippedAll [redacted] did was tell me what the ship date was, and I informed him that that worked for meThe fact that it was shipped to my brother's home is completely irrelevant[redacted] and I NEVER had a conversation about signaturesI 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 information 3) ***'s summary about our first phone conversation is falseI 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 onWhen 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 managerHe then proceeded to tell me that he had no one above him because his store was privately ownedI informed him that everyone has a superior, so then he gave me the contact information that I asked forI also indicated in our first conversation that I did not live at that addressI informed him that it was my brother's address that my belongings were shipped toIt is evident now that he did not retain that informationI 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 storeThe 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 itemsI 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 missing packagesWhen someone went outside, they saw the packages and were unsure how long they had been sitting there[redacted] never suggested signaturesI never knew I had the optionIf 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 claimsI have no guarantee that he will not retaliated against me and make my claims process harderHonestly, that is why I have waited to submit my claimsI want to know the resolution and have it in writing, because I have no guarantee that he will not retaliateWhen 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 unnecessaryI'm a customer who trusted this UPS store in good faith hoping to get all of my personal belongings to my new State safelyI 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 resolutionI do not want muchMaybe [redacted] does not understand thatHe's never asked me how he can help resolve this situationI was extremely let down when I lost those items and when my items were damagedI am also in disbelief on [redacted] 's actions on handling this situationThroughout the whole process I felt that [redacted] did not careI do not want to battle himIf possible, I am okay with working with another UPS store manager if this is too much for [redacted] to handleI 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 replacedI do not want [redacted] to get in any troubleMistakes happen, I completely understand itI came in with a lot of huge items, and it may have thrown him off a bitI do not want his business to get a bad rating, but I will fully pursue this complaint process if no resolution is madeI just want us to come to a resolutionUnfortunately, when I've tried doing so, [redacted] has not been of much helpIf I need to work with someone else who actually cares a little about my loss then I am okay with thatI understand this situation is not happening to [redacted] so he may not understand or care about how this has impacted meI would much rather work with someone who actually wants to help me Thank you for your time Final Business Response / [redacted] (4000, 11, 2014/06/01) */ 5/31/ 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 noneIn 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 cartonsTo 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 behalfI 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 customers/month, in packing their products, and making their shipments; as well as, handling their package drop-offs/customer returns to vendorsWe are professional, courteous, and kind to all; in spite of the many challenging situations we are presentedI 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 DeptsI have won several awards for excellenceI 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 / [redacted] (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 businessHis continuous fictitious statements and deceptive ways are really shockingOnce again, I never recorded any conversations, I was never threatening, rude, or emotional[redacted] prefers to make up statements instead of just admit that he made a mistake in our initial transactionsAll 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 notI have sent [redacted] a total of FOUR emails with my claim forms, and proof of damage to him by emailYet, 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 themI will be sending yet another email in hopes that he acknowledges itIt's not right for him to retaliate against someone like thisJust 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+ yearsThat still does not mean that he did not make a mistake and is not trying to avoid actually admitting to it and fixing the problemA person who genuinely valued customer service would actually try and work with their customer to resolve the situation[redacted] has done the opposite of thatHe prefers to just go back and forth playing the blame game instead of trying the resolve the problemI've never experienced such horrible treatment from a company ***, can you please stop retaliating against me and just help me get this resolved? That's all I ask.Have a good day - [redacted]