Nationwide Pack & Ship

The customer in question brought in a somewhat fragile onyx fish sculpture attached to an onyx base by a metal pegWhen he brought it in my employee pointed out to him that a piece of the tail had broken offThe customer said it must have broken while transporting it to us and took it away to glue it together The second time he brought it in we packed it professionally with more than 2'' on all sides of cushioning material, placed it in a sturdy triple-walled shipping box with more cushioning around it and shipped it out with [redacted] GroundWe also attached a notice to the item advising the recipient how to unpack a fragile object safelyWhen it left our location it was in one pieceThe customer had purchased $1,in the *** Declared Value program, so when the customer called to tell me the recipient had called him to say the fish sculpture was damaged I called the recipient to get the details I needed to submit a damage claim to ***The recipient blamed us for the way it was packed and during the conversation used the words "tear" or "rip" when desribing how it was unpackedThis alone could have caused the damage I notified [redacted] of the damage and they subsequently did an inspection of the package and it's contents.A week later they notified me by mail that they had denied the claim, and I quote: "because we have been unable to identify any evidence of loss or damage occurring during the course of transportation by ***." When [redacted] denies a claim based on their assessment that insufficient or inappropriate packaging was used they say so Finally, when the customer brought the item in to be packed and shipped he filled out our shipping form and signed itIn the fine print it clearly states that once a package leaves our premises Nationwide Pack & Ship is not liable for any loss or damage thereafter We always do everything in our power to resolve such issues mostly by getting compensation from the carriersUnfortunately, we were not successful this timeHowever, we are clear this time, that, though we understand the customers frustration, we are not resonsible for the damage to the item and therefore also not for any compensation for it

We do know that the suitcase as outer shell is not insured by any of the carriers, neither are shipping boxes for that matter, but then they aren't valued at almost $600 either. It is however common practice to ship suitcases as they are, since the handling is similar to the handling by airlines and...

it saves our customer quite some money, which they usually appreciate. Maybe our employee failed to let you know that your suitcase, shipped unprotected is not insured for the rare case of damage to a polycarbonate suitcase, but he acted in good faith and assumed common sense. We as the shipper can't be held responsible for suggesting something that is common practice, especially since this is not the only option we offer, but you chose it. Still we sent you a check for over 50% of your suitcase's value, which I fail to see as admitting we were at fault, rather as a guesture of good will. You thanked us by threatening us.However, less because of the posed threat by you, which of course isn't very pleasant, but more out of responsibility for more graceful communication we will pay for your loss in full. Furthermore, if you can't find the same suitcase anymore, we will happily pay for an upgraded version. And when you visit Sedona again and you want to ship your suitcase with us, you can expect a voucher for $91.35. That's what it would have cost you, to pack it properly, insure it with required signature and the additional shipping cost.If you see this as us admitting we are at fault, so be it.Sincerely,Your Nationwide Pack & Ship Team

The customer in question brought in a somewhat fragile onyx fish sculpture attached to an onyx base by a metal peg. When he brought it in my employee pointed out to him that a piece of the tail had broken off. The customer said it must have broken while transporting it to us and took it...

away to glue it together.
The second time he brought it in we packed it professionally with more than 2'' on all sides of cushioning material, placed it in a sturdy triple-walled shipping box with more cushioning around it and shipped it out with [redacted] Ground. We also attached a notice to the item advising   the recipient how to unpack a fragile object safely. When it left our location it was in one piece. The customer had purchased $1,000 in the [redacted] Declared Value program, so when the customer called to tell me the recipient had called him to say the fish sculpture was damaged I called the recipient to get the details I needed to submit a damage claim to [redacted]. The recipient blamed us for the way it was packed and during the conversation used the words "tear" or "rip" when desribing how it was unpacked. This alone could have caused the damage.
I notified [redacted] of the damage and they subsequently did an inspection of the package and it's contents.A week later they notified me by mail that they had denied the claim, and I quote:
"because we have been unable to identify any evidence of loss or damage occurring during the course of transportation by [redacted]."
When [redacted] denies a claim based on their assessment that insufficient or inappropriate packaging was used they say so.
Finally, when the customer brought the item in to be packed and shipped he filled out our shipping form and signed it. In the fine print it clearly states that once a package leaves our premises Nationwide Pack & Ship is not liable for any loss or damage thereafter.
We always do everything in our power to resolve such issues mostly by getting compensation from the carriers. Unfortunately, we were not successful this time. However, we are clear this time, that, though we understand the customers frustration, we are not resonsible for the damage to the item and therefore also not for any compensation for it.

The customer in question brought in a somewhat fragile onyx fish sculpture attached to an onyx base by a metal peg. When he brought it in my employee pointed out to him that a piece of the tail had broken off. The customer said it must have broken while transporting it to us and took it...

away to glue it together.

The second time he brought it in we packed it professionally with more than 2'' on all sides of cushioning material, placed it in a sturdy triple-walled shipping box with more cushioning around it and shipped it out with [redacted] Ground. We also attached a notice to the item advising   the recipient how to unpack a fragile object safely. When it left our location it was in one piece. The customer had purchased $1,000 in the [redacted] Declared Value program, so when the customer called to tell me the recipient had called him to say the fish sculpture was damaged I called the recipient to get the details I needed to submit a damage claim to [redacted]. The recipient blamed us for the way it was packed and during the conversation used the words "tear" or "rip" when desribing how it was unpacked. This alone could have caused the damage.

I notified [redacted] of the damage and they subsequently did an inspection of the package and it's contents.A week later they notified me by mail that they had denied the claim, and I quote:

"because we have been unable to identify any evidence of loss or damage occurring during the course of transportation by [redacted]."

When [redacted] denies a claim based on their assessment that insufficient or inappropriate packaging was used they say so.

Finally, when the customer brought the item in to be packed and shipped he filled out our shipping form and signed it. In the fine print it clearly states that once a package leaves our premises Nationwide Pack & Ship is not liable for any loss or damage thereafter.

We always do everything in our power to resolve such issues mostly by getting compensation from the carriers. Unfortunately, we were not successful this time. However, we are clear this time, that, though we understand the customers frustration, we are not resonsible for the damage to the item and therefore also not for any compensation for it.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We do know that the suitcase as outer shell is not insured by any of the carriers, neither are shipping boxes for that matter, but then they aren't valued at almost $600 either. It is however common practice to ship suitcases as they are, since the handling is similar to the handling by airlines and...

it saves our customer quite some money, which they usually appreciate. Maybe our employee failed to let you know that your suitcase, shipped unprotected is not insured for the rare case of damage to a polycarbonate suitcase, but he acted in good faith and assumed common sense. We as the shipper can't be held responsible for suggesting something that is common practice, especially since this is not the only option we offer, but you chose it. Still we sent you a check for over 50% of your suitcase's value, which I fail to see as admitting we were at fault, rather as a guesture of good will. You thanked us by threatening us.However, less because of the posed threat by you, which of course isn't very pleasant, but more out of responsibility for more graceful communication we will pay for your loss in full. Furthermore, if you can't find the same suitcase anymore, we will happily pay for an upgraded version. And when you visit Sedona again and you want to ship your suitcase with us, you can expect a voucher for $91.35. That's what it would have cost you, to pack it properly, insure it with required signature and the additional shipping cost.If you see this as us admitting we are at fault, so be it.Sincerely,Your Nationwide Pack & Ship Team