The UPS Store #6166

UPS reviewed *** *** claim several timesHowever, as listed on the UPS DAMAGE CLAIM web page, and as notified to *** *** when she reported the claim to UPS Customer Service, UPS has to see
the packaging and the box for the shipmentThis is standard policy, and is on the UPS websiteAs *** *** stated in her claim she threw out the packagingAs a result UPS denied her claimTHE UPS STORE is not involved in this process, once the package leaves the Stores' premises, UPS has jurisdiction over the packageAs a result we are unable to further assist *** ***"UPS Inspects Package if Required UPS will inspect the damaged package to determine the cause of damage and verify proper packing materials were used (in accordance with the shipping terms)UPS may inspect the package at the shipper's or receiver's site, or may collect the package for inspection at a UPS facilityOnce the UPS investigation is complete, a notification letter will be emailed, faxed or mailed to the shipperUPS will not send inspection information to the receiver of the packageClaim Authorized If the claim is issued, a Damage/Loss Notification claim letter will be emailed, faxed or mailed to the shipper of record; UPS will not send the claim letter to a receiver If the claim is not approved, UPS will notify the shipper; the shipper can contact UPS with any questions or concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They lied about me rejecting the package.  I have never rejected a [redacted] package.  I re-routed this package to a "access point",[redacted] Case number [redacted] will indicate the "access point" declined the package, thus having it returned to the sender.  I was also never educated about the "access point" refuel option, had I know that was an option I would have not sent the package there.  I have used this location/option via [redacted] multiple times and have never encountered this problem.  They have no customer service or any education about their policy and procedures. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

While we understand the loss by the sender and recipient. It is standard policy for UPS, that when [redacted] called UPS Customer Service to report the damage to her items,the UPS Customer Service rep. after collecting information to identify the shipment, did inform [redacted] of the requirements and process for the damage claim. The Customer Service rep, is prompted by her computer system to inform the customer of the necessity to keep the packaging material and the inspection of the packaging and the damaged shipment item by UPS Claims Inspection Dept.within the next business day. This process is also stated on the UPS.COM Damage Claims webpage.[redacted] was unable to provide the packaging material for UPS INSPECTION, it is the reason this claim was denied by UPS. THE UPS STORE has no jurisdiction over the package once it leaves the store, all claims are determined solely by UPS.

This package was never received or sent to this location. When it is tracked the information on [redacted] SHOWS this package was sent to the Bronx, not our location in Manhattan. In addition the...

RECEIVER, [redacted], requested the package be sent back to the Sender instead of another delivery attempt. All access points have a maximum number of packages we accept daily, ours is 10. If we receive more or have more than that from previous day delivery, we do not accept any more. Our [redacted] STORES in Manhattan are very small. To guarantee acceptance of a package at our [redacted] Stores, a customer can open personal mailbox to receive all of their packages, when they are not home to get them. When the package arrives, the Mailbox customer is sent an email, notifying them of the package arrival, and availability for collection. Bronx, NY, United States 09/**/2015 9:58 P.M. The receiver does not want the product and refused the delivery. / Delivery will be rescheduled. 09/**/2015 9:58 P.M. The receiver does not want the product and refused the delivery. / The package will be returned to the sender. 09/**/2015 11:53 A.M. Unable to deliver to [redacted] Access Point™; will reattempt delivery to [redacted] Access Point™ the next business day 09/**/2015 5:09 A.M. Out For Delivery 09/**/2015 5:09 A.M. As requested, the [redacted] My Choice® delivery change was completed. / [redacted] SurePost® package was upgraded to [redacted] Ground; [redacted] will deliver package to [redacted] Access Point™ location.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I'm sorry. I am not seeing the benefit or the purpose of this continued back and forth on the website. I have spoken with the company and the independent store on multiple occasions.  Apparently there is an impasse. I am not accepting their decision or rationale and they are not seeing my point of view as a consumer. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As stated in my complaint, I did not receive instructions when my shipment was received. I was not aware that I needed to retain my packaging in order for a claim to be honored.  The website states that packaging MAY need to be inspected, not that it is REQUIRED. Again, as previously stated, I don't know of anyone who views a website prior to opening a package. The boxes were very large and taking up needed space.
The shipper is disgusted with the way this situation has turned out.  He was shipping my deceased brother's items.  This is not a company shipping goods in exchange for payment, who can exchange or issue credit for the merchandise.  This is not a large organization who uses shipping companies frequently.  He took all of the items to the store and had them package the items.  He took their suggestion from the store employee of insuring the items. We both inquired about what exactly this insurance covered if not the safety and protection of the delivery.  I feel this was a scam and an unnecessary very expensive expense if nothing can be gained from purchasing it. 
The items cannot be replaced and he was my brother, so yes, I, the receiver want to be involved in this.  Again, as stated, the sender is upset and disappointed at this outcome which is why I continue to inquire about this situation.  Both the shipper and the receiver have taken a great loss by using your company and your affiliate and we would like some satisfaction.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I was expecting a package from Forever 21 through [redacted]. I am never home to accept packages therefore I rerouted the package to the [redacted] Access point close to my house. They refused the package and stated they do not have to accept packages and were not offering me any customer service or assistance to find resolution to the issue.Desired Settlement: The [redacted] website does not indicate the [redacted] Access point can refuse packages. If that were the case I would have not sent my package there. I was also turned away with no options at all. I want them to better communicate with potential customers.

Business

Response:

This package was never received or sent to this location. When it is tracked the information on [redacted] SHOWS this package was sent to the Bronx, not our location in Manhattan. In addition the RECEIVER, [redacted], requested the package be sent back to the Sender instead of another delivery attempt. All access points have a maximum number of packages we accept daily, ours is 10. If we receive more or have more than that from previous day delivery, we do not accept any more. Our [redacted] STORES in Manhattan are very small. To guarantee acceptance of a package at our [redacted] Stores, a customer can open personal mailbox to receive all of their packages, when they are not home to get them. When the package arrives, the Mailbox customer is sent an email, notifying them of the package arrival, and availability for collection. Bronx, NY, United States 09/**/2015 9:58 P.M. The receiver does not want the product and refused the delivery. / Delivery will be rescheduled. 09/**/2015 9:58 P.M. The receiver does not want the product and refused the delivery. / The package will be returned to the sender. 09/**/2015 11:53 A.M. Unable to deliver to [redacted] Access Point™; will reattempt delivery to [redacted] Access Point™ the next business day 09/**/2015 5:09 A.M. Out For Delivery 09/**/2015 5:09 A.M. As requested, the [redacted] My Choice® delivery change was completed. / [redacted] SurePost® package was upgraded to [redacted] Ground; [redacted] will deliver package to [redacted] Access Point™ location.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They lied about me rejecting the package. I have never rejected a [redacted] package. I re-routed this package to a "access point",[redacted] Case number [redacted] will indicate the "access point" declined the package, thus having it returned to the sender. I was also never educated about the "access point" refuel option, had I know that was an option I would have not sent the package there. I have used this location/option via [redacted] multiple times and have never encountered this problem. They have no customer service or any education about their policy and procedures.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I received 3 large boxes of household items. The sender took all items to the store, where the store packaged everything for shipping. They suggested the sender purchase "insurance" which would guarantee the items would be received safely. I received the boxes. I opened the boxes and started taking out items. The boxes were large and I took them out to the dumpster as I emptied them. I found that many items were damaged. There were dishes and glasses that were broken and a large flat screen television. The damage to the tv was not apparent by just looking at it. The next day I attached the base and plugged in the tv and turned it on. There is a large, round imprint in the corner and spider web cracks all through it, though none of this was visible without the set being turned on. It does not work. I was going to chalk the dishes up as a lost cause but when I discovered the tv also damaged, I decided to investigate my options. I contacted the sender. He assured me the tv was in perfect working order and nothing was damaged when the personnel at the store packaged it. Over $800 was spent to send these boxes. I called a UPS claims line and reported the situation. I was told that someone would want to come out and inspect the items. I said that would be fine. Then I was told that the packaging would probably need to be looked at. There was nothing wrong with the boxes. I told the representative that I no longer had them. She concluded the call telling me someone would follow up. No one did. I called several days later. I was told that a claim could not be processed. they gave me no other information and said that the sender would have to contact them for further information. I relayed this to the sender. I contacted the store and was told I needed to speak with the manager, who was not in. I left my information but got no callback. After a few more attempts I reached her. She asked if I had the packaging. I told her I did not. She told me that it would need to be inspected and that nothing would be able to be done. I was not aware that I needed directions before opening a package. No one explained that I needed to retain the packaging or a claim would not be honored. The sender also attempted to get satisfaction, to no avail. I called UPS complaints and explained the situation again. Both myself and the sender are out a great deal of money and merchandise. They contacted the UPS store again and they sent me an e-mail that no claim would be made and the case is closed. I contacted a local attorney for a list of options. I was told I could make a small claims claim, but it would have to be done in New York. It is not possible for me to travel to do that and the sender is so upset and put out by this that he is not sure that he wants to take any further action.Desired Settlement: I am seeking a partial or full refund of all the money we're out and perhaps a suggestion to examine their claims process about needing to examine packaging, especially if the store personnel packages the merchandise. I looked at the UPS claims website It says that packaging may need to examined. People don't normally pull up a website about filing a claim prior to opening a shipment.

Business

Response:

UPS reviewed [redacted] claim several times. However, as listed on the UPS DAMAGE CLAIM web page, and as notified to [redacted] when she reported the claim to UPS Customer Service, UPS has to see the packaging and the box for the shipment. This is standard policy, and is on the UPS website. As [redacted] stated in her claim she threw out the packaging. As a result UPS denied her claim. THE UPS STORE is not involved in this process, once the package leaves the Stores' premises, UPS has jurisdiction over the package. As a result we are unable to further assist [redacted]. "2. UPS Inspects Package if Required UPS will inspect the damaged package to determine the cause of damage and verify proper packing materials were used (in accordance with the shipping terms). UPS may inspect the package at the shipper's or receiver's site, or may collect the package for inspection at a UPS facility. Once the UPS investigation is complete, a notification letter will be emailed, faxed or mailed to the shipper. UPS will not send inspection information to the receiver of the package. 3. Claim Authorized If the claim is issued, a Damage/Loss Notification claim letter will be emailed, faxed or mailed to the shipper of record; UPS will not send the claim letter to a receiver If the claim is not approved, UPS will notify the shipper; the shipper can contact UPS with any questions or concerns

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As stated in my complaint, I did not receive instructions when my shipment was received. I was not aware that I needed to retain my packaging in order for a claim to be honored. The website states that packaging MAY need to be inspected, not that it is REQUIRED. Again, as previously stated, I don't know of anyone who views a website prior to opening a package. The boxes were very large and taking up needed space.The shipper is disgusted with the way this situation has turned out. He was shipping my deceased brother's items. This is not a company shipping goods in exchange for payment, who can exchange or issue credit for the merchandise. This is not a large organization who uses shipping companies frequently. He took all of the items to the store and had them package the items. He took their suggestion from the store employee of insuring the items. We both inquired about what exactly this insurance covered if not the safety and protection of the delivery. I feel this was a scam and an unnecessary very expensive expense if nothing can be gained from purchasing it. The items cannot be replaced and he was my brother, so yes, I, the receiver want to be involved in this. Again, as stated, the sender is upset and disappointed at this outcome which is why I continue to inquire about this situation. Both the shipper and the receiver have taken a great loss by using your company and your affiliate and we would like some satisfaction.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

While we understand the loss by the sender and recipient. It is standard policy for UPS, that when [redacted] called UPS Customer Service to report the damage to her items,the UPS Customer Service rep. after collecting information to identify the shipment, did inform [redacted] of the requirements and process for the damage claim. The Customer Service rep, is prompted by her computer system to inform the customer of the necessity to keep the packaging material and the inspection of the packaging and the damaged shipment item by UPS Claims Inspection Dept.within the next business day. This process is also stated on the UPS.COM Damage Claims webpage.[redacted] was unable to provide the packaging material for UPS INSPECTION, it is the reason this claim was denied by UPS. THE UPS STORE has no jurisdiction over the package once it leaves the store, all claims are determined solely by UPS.

Review: This business overcharges its customers to send packages domestically. They use inflated terms such as Service Options, which really is there wasy of disguising a hidden fee. I was charged an extra fee of $10.10, when my package only cost $9.47. When I asked the sales lady why I would be charged and extra fee she stated, "That is just the way it is". This is no way is how you address a customers concern. I was more upset because all UPS provided me with was a label. I shipped a small 8x4 box (I provided) that weighed 0.45lbs. How can something that weighs less than a pound cost $20.40 to ship? I sent the package the slowest way possible which is ground shipping. This is highway robbery. This store should be closed down because they are robbing customers blind and getting away with it under the gise of UPS. I in turn called UPS myself and they also agreed that the store should not have charged me this extra fee and they too could not explain it. I am appauled that a company with such low regard for their consumers should be allowed to operate in such a way. I would appreciate it if this matter could be looked in to expeditiously. Thank you kindly in advance and I look forward to hearing from you soon.Desired Settlement: I would like to be refunded the full $10.10 in inflated fees (service options)I was charged. I should only be held responsible for the fee of sending the actual package. I was already charged a processing fee of $0.20 and a fuel surcharge $0.71. Those cost are expected but not the service options fee.

Business

Response:

We are sorry that this customer is disappointed with our pricing for shipping her package. But after reviewing her shipment she was charged appropriately by our location, for the service option she selected and was provided with. The package was delivered timely and signed for upon delivery.

Again, we are sorry for any misunderstanding or lack of clarification of the services offered for shipping the package. We will review our sales procedures with our staff, to ensure the service is clarified prior to transaction completion.

Review: I sold someone a brand new Motif Keyboard. I used UPS Store to package and mail the item with a declared value of 2,000.00. When the item arrived at the buyers home the keyboard was damaged due to being packed poorly by UPS Store. The buyer wanted to get the keyboard fixed in Texas with an authorized Yamaha keyboard dealer. UPS was sent to the buyers home to assess the damage. The damage was done in transport. So they sent the keyboard back to UPS STORE in New York from where was sent. UPS Store received the item and would not let me see the damage physically. they tried to show me a picture, which is not policy. They have a copy of the original invoice for the sale of keyboard. The UPS Store claimed that they had a check for me to mail out with the item back to the buyer. That was a lie. I called the corp.office for UPS Stores they don't have a record of a check being issued to me. They didn't have record of UPS Store packing the keyboard but, I have the receipt showing I paid to have it packed and shipped. UPS is holding the keyboard, has place me in debt with PayPal close to $1,000.00 and they are asking for sales documents from EBay to see how much I sold the item for. They are trying to deny my claim and are not taking responsibility for the damage they caused to my item. I have every right to a claim or perfect repair of my item that they damaged. If this Multibillion dollar business was smart enough to take care of their customers correctly then they would not have to pay more in civil courts for the trickle down effects that it's causing. They should just do the right thing and everybody could move on. I believe that this company loves the adversary position. They lose more customers to the other shipping companies when their customer service is poor. I am the kind of person that will not sit back. If I have to Sue the Store and UPS I will. I think the public should know that Ups will try to make you jump through hoops for your claims when they cause damage to your items that they ship.Desired Settlement: All I asked was for my declared value. My item was worth $2,799.00 at time of sale. I paid $2,166.42. This item was in mint pristine condition when mailed out. Now because it was banged around in transport who knows the extent of internal damage done? I don't want the item back unless it is in 200% working order as it was before I shipped it. And the physical damage is repair perfectly. Other than that, I just want my money for the Keyboard. The keyboard is not a toy instrument. Yamaha XS 6 mint

Business

Response:

This damage claim has been approved by UPS, but requires the shipper to provide documentation for the sale and authorized dealer determination of the condition of the item shipped.

[redacted] shipped his keyboard through UPS. He filed a damage claim, and as part of the damage claim process, UPS collects the package with the original packing and determines if the package was damaged by them.

Also, as part of this process, if the claim is approved, the shipper is required to let UPS know if the item can be repaired and provide documentation. Initially, [redacted] claimed the item could be repaired by the recipient for estimated $300 - $500. The item was repacked and ready for shipment back to the recipient. At which time he was asked to provide repair receipt. This has not been provided. All and any reimbursements would depend on sale and/or repair receipts to determine the value for reimbursement.

[redacted], then said it could not be repaired. He requested to be reimbursed for the $2,000 amount he insured it for. At which time, UPS requests that he provide documentation or a receipt for his ebay sale. The ebay sale is for $1,500 this amount is less than the insured value.

UPS has requested documentation from [redacted] from a professional repair shop showing determination that the item can or cannot be repaired. We are currently awaiting that documentation from [redacted].

In addition, the UPS STORE plans to contact some authorized repair centers in New York, to determine the status of the item, in order to provide additional support to [redacted]'s claim. This is standard damage claim processing by UPS, there must be supporting documentation. Until that documentation is received this claim cannot be further processed by UPS.