UPS Store - Riverside

I understand that the customer’s concern and frustrationUnfortunately, it’s not in our handsWe are the middle manUPS is the one who must pay the claimSometimes customer doesn’t understand how to pack thingsDishes are something that are very fragile and there is a specific way to pack themEach item has to be individually wrapped and there has to be proper amount of cushioning Apart from that, we are the middle man and are equally frustrated by UPS denying the claimsWe just pass on the information given to us by customer to UPS and UPS to customerIf customer wants to do anything they should file this complaint against UPS because they are the one’s to pay the claimPlease call me at ###-###-#### if you have any questionsThanks, Raj

I do understand the reply However, it is obvious from the pictures that someone placed a box on TOP of my box during transport The fact is that I spent over an hour inside the UPS Store to individually wrap each and every Juliska item that I traveled for I carefully packed items and only a relatively few are damaged - approximately 18% of the items What is interesting is that the damaged items are the items placed in the TOP of the box, not the bottom These facts indicate that mishandling occurred during the shipping processHowever, that is not my complaint My complaint is that the UPS Store representative asked me if I wanted insurance When a customer is told that it is insurance, they expect it to work like insurance My issue is with the store's selling practices - you should not advertise insurance to the customer if a) it is NOT insurance; b) the Store does not clearly specify the terms and c) the Store representative does not indicate that my boxes do not qualify for since I packed them I am requesting either a) a refund in the amount of $which is the amount I spent or b) the replacement cost of the items I have since had to purchase and have shipped to me Interestingly, [redacted] shipped the items to me the SAME WAY in which I packed them...the same tissue wrapping and foam (I took pictures.) Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

. I understand that the customer’s concern and frustration. Unfortunately, it’s not in our hands. We are the middle man. UPS is the one who must pay the claim. Sometimes customer doesn’t understand how to pack things. Dishes are something that are very fragile and there is a specific way to pack...

them. Each item has to be individually wrapped and there has to be proper amount of cushioning.   Apart from that, we are the middle man and are equally frustrated by UPS denying the claims. We just pass on the information given to us by customer to UPS and UPS to customer. If customer wants to do anything they should file this complaint against UPS because they are the one’s to pay the claim. Please call me at ###-###-#### if you have any questions. Thanks, Raj

I do understand the reply.  However, it is obvious from the pictures that someone placed a box on TOP of my box during transport.  The fact is that I spent over an hour inside the UPS Store to individually wrap each and every Juliska item that I traveled for.  I carefully packed 84 items and only a relatively few are damaged - approximately 18% of the items.  What is interesting is that the damaged items are the items placed in the TOP of the box, not the bottom.  These facts indicate that mishandling occurred during the shipping process. However, that is not my complaint.  My complaint is that the UPS Store representative asked me if I wanted insurance.  When a customer is told that it is insurance, they expect it to work like insurance.  My issue is with the store's selling practices - you should not advertise insurance to the customer if a) it is NOT insurance; b) the Store does not clearly specify the terms and c) the Store representative does not indicate that my boxes do not qualify for since I packed them.  I am requesting either a) a refund in the amount of $292.00 which is the amount I spent or b) the replacement cost of the items I have since had to purchase and have shipped to me.  Interestingly, [redacted] shipped the items to me the SAME WAY in which I packed them...the same tissue wrapping and foam (I took pictures.) 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I understand that the customer’s concern and frustration. Unfortunately, it’s not in our hands. We are the middle man. UPS is the one who must pay the claim. Sometimes customer doesn’t understand how to pack things. Dishes are something that are very fragile and there is a specific way to pack them. Each item has to be individually wrapped and there has to be proper amount of cushioning. Apart from that, we are the middle man and are equally frustrated by UPS denying the claims. We just pass on the information given to us by customer to UPS and UPS to customer. If customer wants to do anything they should file this complaint against UPS because they are the one’s to pay the claim.Please call me at ###-###-#### if you have any questions.Thanks,Raj