The UPS Store - #3263

On November 16th, our customers came to our center with already-prepared parcels to send to themselves in *** via our store’s UPS accountWhile processing the shipments, my associate determined that there would be an increased risk of their fragile items being damaged in transit because
of the insufficient way in which they were packedHe offered them the opportunity to avail themselves of our robust packing service, which they declinedSubsequently, he presented them with a Waiver of Liability, which they signed, formally acknowledging that the parcels were not packed adequately to survive UPS’s vigorous shipping environment, and that they are only covered in the case of loss in transit up the Declared Value assigned to each parcelAdditionally, the Waiver details that it is the recipient’s responsibility to retain the carton and packing materials should the package arrive damaged for the carrier to inspect, and that the failure to do so may result in a denied damage claimIn addition to the Waiver of Liability, the customers signed a Parcel Shipping Order which details the terms of conditions of shipping via our center and further outlines the imperativeness of retaining the box and packing materials in the case of damage in transitFurthermore, as an extra means of communication with our customers, we affix a sticker near the shipping label for every package we process further acknowledging the necessity of retaining the aforementioned items should the contents of the parcel arrive damagedEach of the parcels in this shipment had these stickers on themI feel confident that our customers were communicated with sufficiently regarding the steps they needed to take, and that they were not guaranteed reimbursementAs a locally owned and operated business, separate from UPS, it is up to the carrier to approve or deny damage claims, and our responsibility to handle the process as the account holderI worked diligently to the best of my abilities to resolve this matter to our customers’ satisfaction, and while UPS made the decision to approve of the packages for reimbursement, I feel as though this outcome is fair and absoluteIt is our intention to provide world class customer service to all of our guests, and we welcome any opportunity to approve upon it

On November 16th, our customers came to our center with already-prepared parcels to send to themselves in ***? via our store’s UPS accountWhile processing the shipments, my associate determined that there would be an increased risk of their fragile items being damaged in transit because
of the insufficient way in which they were packedHe offered them the opportunity to avail themselves of our robust packing service, which they declinedSubsequently, he presented them with a Waiver of Liability, which they signed, formally acknowledging that the parcels were not packed adequately to survive UPS’s vigorous shipping environment, and that they are only covered in the case of loss in transit up the Declared Value assigned to each parcelAdditionally, the Waiver details that it is the recipient’s responsibility to retain the carton and packing materials should the package arrive damaged for the carrier to inspect, and that the failure to do so may result in a denied damage claimIn addition to the Waiver of Liability, the customers signed a Parcel Shipping Order which details the terms of conditions of shipping via our center and further outlines the imperativeness of retaining the box and packing materials in the case of damage in transitFurthermore, as an extra means of communication with our customers, we affix a sticker near the shipping label for every package we process further acknowledging the necessity of retaining the aforementioned items should the contents of the parcel arrive damagedEach of the parcels in this shipment had these stickers on themI feel confident that our customers were communicated with sufficiently regarding the steps they needed to take, and that they were not guaranteed reimbursementAs a locally owned and operated business, separate from UPS, it is up to the carrier to approve or deny damage claims, and our responsibility to handle the process as the account holderI worked diligently to the best of my abilities to resolve this matter to our customers’ satisfaction, and while UPS made the decision to approve of the packages for reimbursement, I feel as though this outcome is fair and absoluteIt is our intention to provide world class customer service to all of our guests, and we welcome any opportunity to approve upon it