The UPS Store #3045

August 18, 2014
 
[redacted]
 
Dear [redacted]
class="Standard">Please let me apologize to you for the damage to your package
and the subsequent miss handling of your claim. I have enclosed a check in the
amount of $123.02. $100 to cover the insured value and  $23.02 for shipping costs. If there is any
further concerns please contact me directly at [redacted]. Or if email is
more convenient: [redacted]
 
Respectfully,
[redacted]
Owner

Review: My husband sent a hard-cased, packaged mandolin via The UPS Store in Sun Prairie on 6/16/2014. It was sent to our daughter in Los Angeles. She received it on 6/20/2014 damaged with several large cracks to the body of the instrument. We reported the damage immediately and brought pictures, repair estimates and quotes for new purchase to their store on 6/23/2014. We were told that someone would contact our daughter to inspect the packaging. A week went by and no one contacted either my daughter or myself. I called [redacted], the owner, on 6/30 and appraised him of the circumstances. He said that we would not need the package inspected and he "guaranteed" a check for $100 would be sent to us within 7-10 days. He could only offer $100 since we had not paid for extra insurance. We did not receive a check. On 7/11, I called The UPS Store and talked with Stephanie, the manager. She said that the package would need to be inspected and that [redacted] should never have guaranteed any cash settlement to us. My daughter has been waiting since 6/23 for someone to come and inspect her mandolin and packaging. It has been a constant battle trying to get a consistent answer as to how we can receive something towards a new purchase, since the mandolin repair costs are greater than purchasing a new one. We paid $23 to send our daughter's prized mandolin, have it arrived damaged, and then be put through the wringer by The UPS Store delays with the feeling that they just want us to give up and go away.

Product_Or_Service: Shipment service

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like $300 to purchase a new mandolin to replace the damaged one, but because we didn't pay for the extra insurance, I was told that the most we could receive would be $100. I would also like a refund of $23.02 for the original shipment costs. I would like an apology in regards to the poor customer service, inconsistent information and delay of satisfaction to this situation.

Business

Response:

August 18, 2014

Dear [redacted]

Please let me apologize to you for the damage to your package

and the subsequent miss handling of your claim. I have enclosed a check in the

amount of $123.02. $100 to cover the insured value and $23.02 for shipping costs. If there is any

further concerns please contact me directly at [redacted]. Or if email is

more convenient: [redacted]

Respectfully,

Owner