The UPS Store #5728

Review: We insured four out of six boxes of goods to be shipped to our home in [redacted] from this The UPS Store - #[redacted]. We were asked if we wanted to insure our goods from damage that might occur and we said yes and insured four of the six boxes for $500. We were not asked to have our packing checked or to have our boxes packed. Our money was taken and our boxes taken for shipment.When we received our boxes in [redacted], three of the six boxes looked like they had been through a war zone. Needless to say we had china and glassware damage in the boxes we insured. The UPS store said we had to deal with UPS and UPS said we had to deal with the franchise of UPS, which is The UPS Store -#[redacted]. In fact, our credit card reflects that The UPS Store is the merchant that processed our credit card for the insurance and the shipping fees.Repeated attempts to get some acceptance of responsibility from The UPS Store has been non existent. We have complied with their requests and have asked three times now to have our case reopened and re-evaluated by an examiner, but our requests are ignored. We have not received any insurance money or even a suggestion to refund the insurance money so wrongly offered. We have however been, lied to, put off, and rudely treated by The UPS Store - #[redacted].I would like to go on record to suggest other consumers avoid this store and spare their precious goods the damage and lack of customer service this store will provide.Thank you.Desired Settlement: We are seeking $2000 to cover the damage done to a variety of china pieces and glassware.

Business

Response:

This customer came to our store in July to ship out 13 packages, which they let us know were of a fragile nature. 7 were going to the address where the claim was filed, and 6 were sent to a different address. We let them know that we do offer packing services and insurance, but they declined our packing services, insisting that their packing job was fine for transit from Maryland all the way cross-country to California. We also let them know that all packages shipped UPS are declared up to $100, and that any additional declared value will cost extra. They declared the value of 4/7 packages to [redacted] at $300 each, and also declared 4/6 packages to [redacted] at $500 and paid for the service, leaving 5 packages without a declared value.

They claim that we should have opened their packages in store, however No UPS Store OPENS customer packages that are already packed, opening it would defeat the purpose of the customer packing the box and taping it shut. Our SOP is to ask if there is anything fragile, liquid, perishable in their package, if they would like us to pack for them/if their packaging is sufficient if they do not want us to pack for them, if they would like to declare a value on the packages, and if they would like a signature upon arrival. Beyond that, our employees are unable to do anything about the customers packaging, should they not be interested in paying for our labor and packing materials. The claim they had us file is for the 4 packages of 7 sent to [redacted] at $300 each, which only leaves $1200 on the table for the claim, (not the $2000 they claim), but regardless of the cost, they did NOT properly package the boxes and did NOT want us to pack for them.

Following the packages arriving broken in California, they properly notified us, and we filed a claim on their behalf, per standard operating procedures. All UPS Stores go through a Third Party Insurance company offered by UPS, to which we submitted the claim, for approval. The insurance company after examining the case concluded that since the packages were not packed by The UPS Store to our standards, and do not meet the Insurance Companies liability checklist, they would deny the case and settlement. After the case closed, we started receiving calls from our Insurance Company and UPS that the customer had found the phone number that is to be only used by UPS stores, and had been calling and harrassing the Customer Care representatives for an appeal, who were unable to do anything since the department they reached is for correspondence between UPS Stores and Claims (besides the fact that the case had already closed).

Long story short: We asked them if the item is fragile, they said yes. We offered insurance and to professionally pack the items, and they only asked for $300 value on each package (not the amount claimed in their complaint), and were not interested in our packing services. Because the customer didn't sufficiently pack china and glassware in fragile pack materials intended for the items, the items broke, and they are requesting more compensation than they originally declared in our store. Because of that the insurance company is denying the claim. No UPS Store is an insurance company. We are always happy to professionally pack items regardless of size or fragility to UPS and our insurance companies standards, and have never experienced such a case for items WE packed in OUR store.

Thanks,

The UPS Store #[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

First off, The UPS Store, as usual, does not have their facts right. I shipped 6 boxes and insured 4. These all went to my home in [redacted], CA. The store owner mentioned 13 boxes. Please note, I am not making a claim for any other customers who shipped to California, this is a big state and I cannot be responsible for any other shipments, from [redacted] to [redacted] to [redacted], that day (before or after me in line). I am only upset with the way my shipment was handled. I did not pack, pay, examine or put away any other shipments than my own that went from this UPS Store that day, or any other days in July, or ever for that matter. If the store owner would like to contact me directly to clarify my shipment numbers, I am happy to do so, as I have the shipment receipts right in front of me, along with the shipment weights, charges, tracking numbers and insured amounts.

Secondly, I was never asked to have our boxes professionally wrapped. I was simply asked if I wanted any of my boxes insured. I had a friend with me who has a great command for the English language (in fact he's an English teacher) and he can attest to the fact that we were never offered professional packing services, just insurance, from your UPS store.

Third, we paid $11.05 extra on four of the six boxes for a value of $500/per box. Four times $500 is $2000, that is where the request for $2000 comes from. In fact, not everything broke in the four insured boxes, and we are only seeking restitution for those items broken/damaged. Please let it be known that the true value of our shipments far exceed the $2000.

Finally, we would like you to honor your services and provide some customer service. I am aware that The UPS Store is not an insurance company, and is in fact a shipping company, and it is my concern about your shipping services that prompted me to write the Revdex.com. If you are a shipping company that does not deal in insurance, then please advise me and the Revdex.com as to why you offered insurance.

It seems you are confused with our shipment and the prices we paid and the values we assessed, so please research this a bit harder. My concern, and looking at the comments you have received on the internet, I am not alone, you do not provide any customer service. Please take responsibility and do the right thing. You took our money for shipping this order and you took our money for the insurance that the fragile items would arrive here in tack. If you offered me insurance, then don't deny that you are not in the business of insuring too. What did you use that money for? Why call it insurance, if it is not? Please do not lump our claims with any others and just deal with ours directly. Again, I would love to show someone in person our damage as well as those items that made it in beautiful condition. You have yet to offer us any solutions, monetarily or otherwise. Please respond with a solution soon.

Thanks,

Business

Response:

BB of Metro DC and Eastern PA11:53 AM (2 hours ago)to me---------- Forwarded message ----------

From: The UPS Store [redacted] <[redacted]>

Date: Fri, Nov 1, 2013 at 4:13 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [email protected]

Hello, This is in regard to the complaint i.d.#[redacted]The ups store is a franchise stores we offer packing and shipping services to our customers. We do offer them insurance as extra protection as long as package has been packed according to ups guideline. The packages were not packed properly so insurance company denied the claim. If customer bring receipt to our store we can return his $11.05 charged for the insurance. Thanks The ups store ###-###-####