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The UPS Store

8022 Providence Rd STE 500, Charlotte, North Carolina, United States, 28277-8904

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The UPS Store Reviews (%countItem)

On August 21, 2018 I mailed a package from this store to my parents that was never received.
On August 21, 2018, I contracted with UPS to deliver a package to my father, *** at ***. Even though I had a mailing label on the package, I watched as the clerk made a new one, apparently from their database of previous deliveries to my father. I saw this label be place on the package.

I checked this morning and the package was never received. UPS claims it was delivered to the porch of this address on August 24 at 12:45. My parents confirmed they were at home at this time and there was no delivery. There is also a next door neighbor in the same duplex.

UPS was very rude. They said if I had wanted a signature I should have paid extra for it. Of course they claim no responsibility for replacement because I did not pay extra for insurance.

They are basically calling my parents dishonest when they say they were at home that day and never received any package. I have no idea what was on the mailing label printed by UPS and I only have their driver's word for it being delivered to the*** address.

Desired Outcome

Repayment for cost of lost package and shipping. It was a paperback book purchased new and worth about $15.00. The cost of shipping was 10.92.

The UPS Store Response • Sep 13, 2018

Please see the attached PDF files of direct email communication with the customer regarding this matter. The error that the customer reported is in fact not true, and this case should be closed with no fault for our company in any way. Despite the customer's error in reporting the matter incorrectly, we have retrieved the customer's package at our cost as a customer service matter. Please contact us directly with any additional questions regarding this case.

on 7/29/2017 I went to UPS to ship a package. The package was a stainless steel sink in a factory box (designed for shipping, freight). I asked the UPS employees to fill the box with peanuts and tape up for shipping. I was told, "No problem, I got it". I was then asked if I wanted to insure it. I said "Yes" and requested $500 in insurance. I was given a total of $96.51, I signed for it and paid.
A week later I discovered my package was smashed and the contents were unusable. I provided pictures of the damaged product as well as the box. I was then told to prove the value of the product. The guy at the store told me I only paid for $400 in insurance. I asked to see a copy of the receipt and the receipt shows me signing for $500.... 10 days later my claim is being 100% rejected due to I "Self packed" my box. I was told the box was too thin and that I self packed it. I was also told that I asked the UPS store attendant to lower my insurance? This never happened. The owner of the store will not call em to discuss and has written me three emails now telling em the claim is rejected. I am now out of the $96.51 I paid to have it shipped, the $500 insurance claim, and the contents of the shipment.
I have been treated like I am trying to "Pull one over on them" and I do not accept this. If the package was not packed well, why didn't they say something. If they do not honor insurance claims on "Self packs" then why do they sell it? I feel mislead and refuse to just sit back and let this store owner abuse me as a customer.
Product_Or_Service: Shipping service with insurance
Order_Number:xxxxx
Account_Number: shipping charges and

Desired Outcome

Refund I want a refund of the $96.51 I paid to have it shipped and insured, as well as the full $500 I signed for and paid for. $596.51 is what I am asking for.

The UPS Store Response

We are have communicated with the customer on multiple occasions regarding the damage to this shipment, and apologize again for the inconvenience that this may have caused. We filed a claim with UPS on behalf of our customer, and appealed the initial rejection of that claim. Unfortunately our appeal on behalf of the customer was denied by UPS Capital due to the following issues:

When UPS conducted the on-site investigation of the sink and it's packaging with the recipient, it determined that the box the sink was shipped in was a 32lb ECT strength box which does not meet UPS's packaging requirements. UPS requires products be shipped in a 44lb burst strength or greater shipping container in order to honor any claims. As a result, the claim was automatically denied. They also noted that the foam sheeting used to cushion the edges of the sink were not adequate to protect the item from damage.

We have provided copies of the documentation regarding the claim denial to the customer. Our center is unfortunately unable to pursue the process any further since the appeal was denied despite our best efforts on the customer's behalf. The customer would need to contact UPS Capital via the information provided in that documentation to inquire about any further options.

In the future, we would be happy to pack products for the customer in center using our approved materials and boxes. This would provide the customer with the Pack & Ship Guarantee which would prevent future claim denials like this one.

Customer Response

(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by the receiver that UPS never even came to inspect the product. They had him send in pictures via e-mail. How does UPS measure the thickness of cardboard via email? In addition, how did his team sell me insurance on a package that would never didn't meet the requirements to use the insurance if needed? I also have not heard a response yet on the altering of my receipt suggesting that I bought a lower dollar amount of insurance. This entire transaction has been falsified and the consumer has no recourse.

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Description: MAILING SERVICES, PACKING & CRATING SERVICE, PRINTERS

Address: 8022 Providence Rd STE 500, Charlotte, North Carolina, United States, 28277-8904

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