The UPS Store # 4252

On June 18, 2015 [redacted] with a Autism Spectrum disorder paid for a matching lamp and shade and 3 picture frames to be packed and shipped. I was very surprised how much the whole thing cost, over 150.00 when he told me about it. He later pointed out the size of box they used and it appeared to way over-sized, so they could charge more to ship. The lampshade was damaged when it arrived in [redacted]. They have done nothing, even though [redacted] purchased insurance except harass us with run around and it has been horrible experience. We had to call the store where it was purchased a year ago, they had to make receipt. We had to again later call the store to prove the lamp was a set and no longer in manufacture. They said the would only pay for a shade they thought would be comparable on [redacted]. We have told them, it was a matching lamp and shade, that cost 275.00, they need to pay for the set. Regardless of what they said they would pay for they have sent nothing, They said they have 10 business days to do so, but [redacted] at the store keeps dragging this out and well after 10 days she was contacted and said they have longer to do this than 10 days.Order_Number: [redacted]Account_Number: Parcel shipping ordeDesired SettlementWe paid for insurance, have been put through all this stuff and they haven't paid. We want the cost of the lamp with matching shade paid for, that is what they ruined in their shipping. A lamp and matching shade, no longer being manufactured. We want reimbursing on our shipping. The shipping without the packing was 89.00, the lamp and shade 275.00 We want it now. This is a horrible, decieptful company that has tried to do anything to stop from paying.Business Response In regards to this complaint it is UPS policy when damage or loss of items to request a receipt of the value for the item(s) damaged or lost. As in any case when purchasing insurance you must provide proof of purchase. In this case the only item damaged was the lamp shade not the entire lamp. UPS will only pay the replace or fix the damaged item not entire contents of package if nothing else was damaged. UPS's insurance company will only deal with the store because we packed it. The customer was not harassed we made requests for the items we needed to complete their claim per UPS policy for claims. We apologized to the customer but she was very uncooperative through the whole claims process. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)no, not at all, They had us running around, calling the store we bought it from, than calling them back to ask for proof they were no longer in manufacture, than UPS store didn't have our receipt from this package and we had to drive them down a copy. I find that so interesting they couldn't find our receipt. Thank Goodness we had kept ours. It just seemed like a series of games from them, to see if we were missing something so they wouldn't have to pay. Their response to this complaint is bad, it makes it seem like the shade and the lamp were separate. They were not, they were sold as a set. The lamp went with that shade and they don't make them anymore, I have given them that proof from the store. Their for the entire item, being one, though 2 pieces was damaged. I want my money for the lamp and matching shade, it was 275.00, I have received the shipping back and 29.00 for the shade. They do not have the right to pick a shade off ebay that they feel is comparable. The fact is they could not find the exact shade, it came with the lamp. NOt once were we ever advised of all the stipulations that would come if we paid for insurance. We simply trusted UPS and felt they would honor insurance. I always thought UPS was a great company and always excited to see them at my door. Today for the first time after these experiences, I had a package delivered by UPS and I just cringed. I have lost respect for the company completely. I would like to know who their corporate is from this UPS store and find out if they are aware of these practices. I would like them to be aware of this complaint. Can someone please provide me the information? Thanks, [redacted]