UPS Store #3554

I am going to respond to each of these concerns as they presented in the rejection to the response.".....the claim was not settled properly."Attached to the last response was the receipt, the shipment detail and UPS response all with the SAME TRACKING NUMBER in questionNo inaccuracies or inconsistenciesAlso, please refer to my last response labeled; UPS Logo, for the explanation of why there was never a claim in the first place."......too busy"I have NEVER used this verbage in ANY correspondence that I have exchanged in regards to this matter.In regards to what the associate allegedly said is hearsay"The needless screaming and verbal attacks......."In my response I have used CAPITAL letters to stress points that need to be made clear, this is for lack of an italicize function on my keyboardMy tone of inflection was never inferred to be screaming nor meant to constitute a "verbal attack".I have always addressed this concern in a professional manner and I do not see how one can perceive otherwise.Kevin K***UPS Store #3554, #

To whom it may concern, In response to Complaint made by [redacted]. [redacted]. Mr. [redacted] came in to The UPS Store 3554 on 5/26/2015 and purchased a 3x36 tube for shipment of a baseball bat. He was asked the declared value of the bat he said $300.00, but said he did not need to add the extra...

value as it was insured by [redacted] the online store he was shipping it to. All UPS packages come with $100.00 of value he was fine with that. Unfortunately UPS lost his bat NOT the UPS Store. Mr. [redacted] was notified and was told we needed to get a receipt from him in order to summit the claim. He at no time provided this to us that is part of his delay. We went above and beyond went on line printed something off of the Internet showing the value of a bat around $100.00 as that would be all he is to receive as he didn't pay the extra two dollars to add the extra value. We submitted the claim he was issued a check for$100.00. We called him told him he could come pick it up he said he wanted $300.00. He was told he did not declare that so $100.00 is all UPS would pay. So how does that make The UPS Store responsible to pay him? At no point in time has he been cussed at or hung up on. We are truly sorry for his loss, but we did exactly what he paid us to do. Sincerely, Kimberly W[redacted] OwnerRevdex.com Complaint ID: [redacted] ([redacted])

I am going to respond to each of these concerns as they presented in the rejection to the response.".....the claim was not settled properly."Attached to the last response was the receipt, the shipment detail and UPS response all with the SAME TRACKING NUMBER in question. No inaccuracies or inconsistencies. Also, please refer to my last response labeled; 3. UPS Logo, for the explanation of why there was never a claim in the first place."......too busy"I have NEVER used this verbage in ANY correspondence that I have exchanged in regards to this matter.In regards to what the associate allegedly said is hearsay. "The needless screaming and verbal attacks......."In my response I have used CAPITAL letters to stress points that need to be made clear, this is for lack of an italicize function on my keyboard. My tone of inflection was never inferred to be screaming nor meant to constitute a "verbal attack".I have always addressed this concern in a professional manner and I do not see how one can perceive otherwise.Kevin K[redacted]UPS Store #3554, #5654

To Whom it May Concern,This is a response to the rejection of the initial compaint.First off, let me apologize wholeheartedly for including the WRONG Electronic Journal Viewer of the original transaction in the first response. I had not noticed the discrepancy of the UPS Tracking Numbers until they were brought to my recent attention.First, the Tracking Number we will reference to is:[redacted]I will reference only the last 4 digits, [redacted], for simplicity.I will address each of the customer's concerns as they were presented to me.1. Electronic Journal ViewerThe correct journal does show the purchase of three 8x8x8 boxes, and three UPS Ground Residential Shipping services. What this reciept DOES NOT show is the purchase of MATERIALS and SERVICES aka LABOR. I have included a SAMPLE receipt to the side to show how the receipt would reflect IF those services had been purchased.2. Shipment DetailFortunately, UPS created this feature in their iShip Point Of Sale software to quickly reference all the details of a shipment in one easy to read format. Please take notice to the UPS Tracking Number [redacted] as it is underlined near the bottom of this page. It clearly shows it pertains to this shipment. Next, take notice of the details under the SHIPPING INFO tab. I underlined this also and this shows CUSTOMER PACKED. Had the materials(PEANUTS AND BUBBLE) and services(LABOR) been purchased this would have triggered it to show CENTER PACKED.3.UPS Logo Letterhead.This report is the result of an on-site point of event occurence. UPS ships MILLIONS of packages every day worldwide and when an event occurs which causes a unknown liquid spill an IMMEDIATE ON-SITE report is taken. They do not wait for this to go any further in the system. They inspect the box and take note of whether or not it is HAZ-MAT, how it is packaged and how to immediately dispose of this liability. This UPS Logo Letterhead is the result of the outcome in retail layman terms. NO ONE has to "FILE" a claim. They have determined that this was improperly packaged, the caps were loose and it lacked sufficient separation material ON THE SPOT. When UPS Corp. and it's Underwriter access this UPS report any and all claims for reimbursement are AUTOMATICALLY REJECTED. THEY HAVE REJECTED THIS BEFORE ANYONE CAN CALL. We at The UPS Store do not make these decisions. When a package in the UPS System creates a liability to other packages it is disposed of immediately and a report is IMMEDIATELY generated. PERIOD. This is why each and every UPS Store owner AND associate HAS TO BE CERTIFIED to be employed by THE UPS Store. We are required to take to classes and become certified in all facets of UPS Logistics to keep our jobs. In fact,The UPS Store will gaurantee that if the customer PAYS FOR PACKAGING, MATERIALS AND LABOR AND A CERTIFIED EMPLOYEE performs the FULL PACKAGING and IF this package were to be lost or damage in transit you will be fully reimbursed.Had ALL of these conditions been met our only question to the customer would be, "Would you like to pick-up your check or may we mail it to you?" Unfortunately, neither the transaction receipt nor the Shipment Detail receipt reflect back to this Pack and Ship Gaurantee. I4. I have included a copy of the UPS Pack and Ship Gaurantee.I DO realize the TIME that these claims can consume especially when exhausting all avenues for favorable resolve. One must understand that the decisions made are not solely of The UPS Store but we must bear the responsibilty to communicate to our customer.This claim is now CLOSED.Best Regards,Kevin K[redacted]UPS Store #3554, #5654[redacted]

In response to the information submitted by Kevin concerning the investigation that was done on this claim, I am attaching supporting documents that justify why this claim has not been settled. Following, I will address each of Kevin's points: 1. Electronic Journal Viewer. I have included a copy of the original receipt of this purchase charged to my [redacted], which does include the purchase of 3 boxes. 2. Shipment Detail. Unfortunately, I can only state what I did that day, which is no different from the many times I had gone in and used this UPS location. I took my items in to be shipped, mentioned my [redacted] discount, paid the total they gave me and left my items to be packed and shipped. 3. UPS Logo Letterhead. The first time I saw this document was December 29, 2015 in Kevin's email. The only way I found out the package was damaged, was because I had not received an email. UPS packed and shipped three packages for me that day. I received an email on September 21, 2015 from two of those packages, but not the third. Upon tracking the third package, I found that it had been damaged. On September 23, 2015, I called to file a claim and was told that a claim had already been submitted and it was denied. That was my first attempt to try and recover for damages of the package. I was surprised to hear that UPS had filed and denied a claim in regards to my damaged package and had no intentions of notifying me on the matter. When I asked the representative how this could have taken place. She again stated that the the claim was denied. I then called UPS store #3554 to inform them of these circumstances. I was advised that the manager was on vacation and that I would get a call concerning the issue once the manager returned. After several months of : 1. waiting for the manager to return from vacation, 2. following up with the UPS 800 number and 3. contacting store #3554 in person and on the phone, I finally decided to start putting it in writing. From September 23 - November 17, which was my first email to customer relations, I had been very polite and patient with all my misused time concerning this matter. Eventually it became evident I needed to contact the Revdex.com. Apparently, the store headquarters emailed Kevin and told him to take steps to resolve this issue immediately. That is when I received a call from Kevin and later the denial letter with a copy concerning the damaged package. 4. Mrs. [redacted]'s letter to UPS Corporate Customer Relations. I tried to settle this claim several times without going this route and it has taken up too much of my time. Your fraudulent documents and blatant attack on my character does not negate the fact that this complaint has not been handled properly. To address your false documentation, I have a copy of the original receipt that proves your documentation and investigation has not been accurate concerning this complaint. My original receipt shows I paid for three boxes (the three shipments I sent on that date). It shows the time of day I went in, PM not AM as on your receipt. It shows I sent if ground residence not ground commercial as on your receipt. It shows my tracking number of which does not include the one on yours that is going to Island Park, Idaho. It shows the total price for three packages paid by my [redacted] not a [redacted]. The receipt ID on my original receipt is different from the one on your receipt. In light of this updated information, I am requesting that the claim is reopened and that I am properly compensated for my time, item shipped, price for the package, shipping costs and for the resources used to settle this claim. Thank You,[redacted] L. [redacted]1-11-2016

I am rejecting the response because the information that I presented on my last response was not considered.As far as the inaccuracies, so I am not just resubmitting information, please review responses to check  and see what false documents have been submitted.  Because store # 3554 did not properly document,  I have had to spend a lot of time showing that they made mistakes with my shipment.  Please note in my last statement I pointed out that although there was not a charge for packing, it clearly states on the Shipment Receipt of the one they had me initial, the Pack and Ship Guarantee.  This should have been on all three that I shipped that day.  As Kevin pointed out in his earlier statement "The UPS Store DOES NOT just give away packaging and labor costs associated with it."  That Pack and Ship Guarantee was on the Shipment Receipt, but not my purchase receipt.  Because Kathy packed that box and the other two boxes.As far as the statement of being too busy, Kevin stated that "UPS ships Millions of packages every day" so that there was an automatic review and disposal of the package and in this case, without contacting the sender or receiver.  This system does not seem to take in consideration that employees can make mistakes with the label of who packed the item, as in this case.  So pardon me for not quoting it exactly how it was stated.And as far as what the associate said being hearsay, if the claim had been investigated correctly, Kevin would have heard first hand.  I asked that Kathy be contacted. As for your capital letters to stress a point.  IF THIS IS THE FIRST TIME YOU HAVE HEARD THAT THE REPEATED USE OF ALL CAPITAL LETTERS FEELS MORE LIKE SCREAMING.  Let me be the first to tell you to google, take a professional course, or ask someone about it. Kevin stated, "The UPS Store DOES NOT just give away packaging and labor costs associated with it.  Also, the UPS Store and UPS Corporate DOES NOT just approve claims because of the pervasiveness and tenacity of a customer's will.  This transaction took place in September 2015 and it is now January 2016.  I have responded to Ms [redacted], I have responded to UPS Corporate and The UPS Store Corporate  Headquarters in San Diego.  I do not know how to make this any more clear.  THE UPS STORE AND UPS IS DENYING THIS CLAIM.  If, by any means, Ms. [redacted] can show proof of payment for packaging, packaging materials or labor for said items we will open this claim for further review." I never even hinted that UPS gave anything away for free.  If this claim had been handled properly, it would have stopped with the manager at the store where the item was shipped. At this time I do want to just close the complaint because its obvious no matter what I present, the Pack and Ship Guarantee, as in other complaints I have found, will not be honored.   At this, I would like to end this with reporting to The Consumer Protection Division as a record to note that UPS did not honor their Pack and Ship Guarantee.

Complaint: [redacted]
I am rejecting this response because:The continued and inaccuracy and inconsistency between Kevin and store #3554 records only continue to prove that this claim was not settled properly. Kevin's attempt to dismiss what he submitted, as the company being "too busy", only showed lack of professionalism as a manager. I had asked him to contact store #3554 and ask the store representative, Kathy, to confirm that she had packed those boxes. When I first contacted this location, Kathy said that she remembered the packages and said that she remembered packing the boxes. Kevin signed off as did the store headquarters, stating that they did adequate investigation. Kevin stated that they don't just give away free packing. However, the disrepancy in their records shows the mistakes. Again, I did not pack those packages. As a loyal customer of UPS, I would not continue this complaint if it were not the absolute truth. If you look at the copy of the Shipment Receipt with the tracking number [redacted], it shows the pack and ship guarantee under the email notification. All three packages should have had that on the shipment receipt. All had email notification but only two notified me of delivery. There were a lot of mistakes in paperwork when sending my packages to include Kathy not putting on the two Shipment Receipts the Pack and Ship Guarantee. So you see, I don't appreciate the unprofessional manner in which this issue continues to be approached. The needless screaming and verbal attacks are getting us nowhere. I would rather just settle this honestly and professionally. Regards,[redacted]
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

To whom this may concern,My name is Kevin K[redacted] and I work for The UPS Stores #3554 and #5654. I am responding to Ms [redacted]'s complaint concerning the shampoo she shipped with The UPS Store #3554. Ms. [redacted] has repeatedly referred to The UPS Store Pack and Ship Gaurantee as a means for...

reimbursement of the goods shipped.UPS and The UPS STORES stand behind our Pack and Ship Gaurantee 100 percent WHEN the packaging materials and services are purchased through The UPS Store. I am attaching to this correspondence 4 documents as to why we are denying this claim.1. ELECTRONIC JOURNAL VIEWER. This is a receipt of the purchase in its entirety. This shows a [redacted] transaction for the UPS ground shipping of the goods. This does not display any type of packaging materials or labor costs.2. SHIPMENT  DETAIL. This document displays under the Shipping Info tab that this is marked as CUSTOMER PACKED. This indicates that the customer packed this item and not The UPS Store or UPS Store associate.3. UPS LOGO LETTERHEAD. This document is the UPS assessment of the initial inspection of the damaged package. This inspection was done after it was discovered that there was liquid present and therefore a liability to other packages in the same UPS car. Had The UPS Store packaged this item each bottle would have been placed in a separate plastic bag surrounded in it's own "cell".4. MS. [redacted]"S letter to UPS Corporate Customer Relations. Ms. [redacted] refers once again to a PACK AND SHIP GAURANTEE. I cannot seem to convey to Ms. [redacted] that had she paid the UPS STORE to package these goods and if they would be damaged or lost while in transit we would have whole heartedly honored this claim.The UPS Store DOES NOT just give away packaging and labor costs associated with it. Also, The UPS Store and UPS Corporate DOES NOT just approve claims because of the pervasiveness and tenacity of a customer's will.This transaction took place in September of 2015 and it is now January 2016. I have responded to Ms. [redacted], I have responded to UPS Corporate and The UPS Store Corporate Headquarters in San Diego. I do not know how to make this anymore clear. THE UPS STORE AND UPS IS DENYING THIS CLAIM. If, by any means, Ms. [redacted] can show proof of payment for packaging, packaging materials or labor for said items we will open this claim for further review.As of this e-mail dated January 6, 2016, we consider this matter closed and finished.Thank You,Kevin K[redacted]UPS Store #5654, #3554Representative for Ms. Kimberly W[redacted]