UPS Store #4397

Good afternoon,My name is Max D[redacted] and I am the manager at The UPS Store in Medford, New Jersey. I would like to dispute a complaint filed against me personally and The UPS Store in Medford. The complaint ID is [redacted] According to the complainant, he shipped an item using packing...

materials he bought from our store, in lieu of having us pack the item (a computer). He added insurance to his shipment, in case anything happened during transit. Insurance guaranteed he would be reimbursed for the price he paid on shipping, and the value of the item.The UPS Store offers what is known as the "Pack and Ship Guarantee," wherein if one of our packing professionals at the store packages an item, it is automatically covered against damages. Since the complainant packaged the item himself (regardless if the packaging materials were purchased from our store), the same guarantee of insurance reimbursement is waived. At that point, any and all damage claims are pending approval through a formal UPS investigation.According to the UPS investigation on the package in question, UPS states "Our investigation has concluded that the damage did not occur during transportation."  To further clarify, either 1) the item was damaged prior to packaging and shipping (by the complainant), and/or 2) the item was damaged by the recipient.We here at The UPS Store in Medford, as well as UPS, did everything to assure the claim was filed properly, and that treated the complainant with the respect our customers deserve. Unfortunately, the final ruling was not in favor of the complainant. Attached to this email, you will find a PDF that has UPS' official ruling, and all shipment details.I hope this clears up any confusion.  Please feel free to contact me should you have any further questions.  Thank you.- Max D[redacted]