We were contacted by the Customer in regard to an auction item he had purchased from the local University. We have for many years provided pickup, packaging, and shipping services for similar customers through the University's Surplus Auction program, and have developed a good working relationship...
with the University staff. We have handled countless other customers through this program without incident.We gave the Customer a rough estimate for the packaging and shipping costs associated with his item before actually retrieving the item from the University. Once we had the item in our possession, however, we were able to determine the actual costs for shipping and the packaging necessary to keep the item safe in transit, based both on the actual size and weight of the item, as well as the distance it would be traveling,This updated cost was communicated to the customer, who was in turn unhappy with the difference between the actual price and the earlier estimate. We explained that this was a result of the actual weight and dimensions of the piece combined with the packaging we determined necessary for the protection of the item, as opposed to what had been estimated originally - based on the details that had been initially relayed to us by the Customer.We responded to the Customer to let him know that we could package and ship the item at our last quoted price or that we could return the item to the University so he could make other arrangements. The Customer did not initially respond, and when he did, he wanted the packaging service and shipping at our earlier estimated price. Since we could not provide appropriate packaging and shipping service; at the price he wanted, we returned the item to the University so that the Customer could find other means of transportation,Regards,The UPS Store Team
We were contacted by the Customer in regard to an auction item he had purchased from the local University. We have for many years provided pickup, packaging, and shipping services for similar customers through the University's Surplus Auction program, and have developed a good working relationship...
with the University staff. We have handled countless other customers through this program without incident.We gave the Customer a rough estimate for the packaging and shipping costs associated with his item before actually retrieving the item from the University. Once we had the item in our possession, however, we were able to determine the actual costs for shipping and the packaging necessary to keep the item safe in transit, based both on the actual size and weight of the item, as well as the distance it would be traveling,This updated cost was communicated to the customer, who was in turn unhappy with the difference between the actual price and the earlier estimate. We explained that this was a result of the actual weight and dimensions of the piece combined with the packaging we determined necessary for the protection of the item, as opposed to what had been estimated originally - based on the details that had been initially relayed to us by the Customer.We responded to the Customer to let him know that we could package and ship the item at our last quoted price or that we could return the item to the University so he could make other arrangements. The Customer did not initially respond, and when he did, he wanted the packaging service and shipping at our earlier estimated price. Since we could not provide appropriate packaging and shipping service; at the price he wanted, we returned the item to the University so that the Customer could find other means of transportation,Regards,The UPS Store Team