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UPS - "Lost" Artwork and Jewelry

Obviously, nothing is fool-proof but we'd think twice before sending one-of-a-kind artwork or valuable jewelry via UPS without being absolutely certain we had a reliable insurance policy (one other than that which UPS offers).

Probably the most notorious case of this kind involves one Willard Fayette, who has been on a one-man crusade against UPS ever since it lost some of his hand-carved classic cars.

UPS • Damaged goods, claims problems • Lost shipments • "Lost" computers • Phantom delivery attempts • Billing Problems • Small business nightmares • "Lost" or damaged artwork and jewelry --- News • Big Brown Goes Hybrid

Thuc of Santa Clara TX (8/31/01):
I had a special, highly unique engagement ring designed in Hong Kong. It was hand-carried by the jeweler to Dallas where a diamond was mounted. I was flying from Santa Clara to meet my soon-to-be fiance in DC for a romantic vacation and wanted to have the jeweler bring the $15K ring. However, I was convinced otherwise.

I was very hesitant at first, but UPS and the jeweler assured me that it could be sent with insurance and electronic tracking and that the UPS overnight service was excellent. My agreement to this proposal was the biggest mistake that I had ever made. The morning that I arrived in DC, the ring was guaranteed to arrive at my hotel by 10:30 AM. I waited patiently, but it never arrived. UPS said that they changed the commit date to the following day. I was concerned, but said, "no problem".

The next day was a total disaster. The ring never arrived, and I spent the next two days of my vacation talking with UPS "security" who repeatedly informed me that it was missing or potentially stolen from their facility ... and that they are looking into the matter. A very romantic symbol and precious moment was stolen from me and my fiance. The vacation was ruined, and we spent the entire time worrying about the ring.

In my conversation with UPS security, I asked, "what are you going to do?". The response was, "we're calling all the places that it was last tracked, and making sure that it wasn't lost." Apparently, the sophisticated tracking system that UPS utilizes only detects what facility had last scanned the package, but not necessarily who could have walked off with it. As of today, the jeweler is still working with UPS to recover the "insured" items. Who knows when they'll get their money!

My fiance and I will never be able to recover from that weekend ... and we certainly will never use UPS for personal or professional purposes again. Economic consequences ... 6 months worth of planning and searching and designing the perfect ring was lost. $15K physical valuable property was lost or stolen, not to mention all the money invested to get the ring made and brought to the US.

Terry of Renwick IA )7/28/00):
For five years I've used UPS to ship my sculpture. I ship only 10 to 25 pieces per year. I insure every shipment over $300 value.

When I had my first problem it was with a $5000 sculpture. The sculpture was in perfect condition when I cartoned it. Because of the high value I shipped it in a carton within a carton with padding to ensure no part of the inner carton could touch the exterior carton. I used strapping tape to cover the exterior carton with particle board for protection against punctures. The exterior carton measured two feet by two by four feet. Nothing could move in the carton. It was packed solid; it did not rattle.

UPS returned it to me in a two by two by one foot carton. I could scarcely believe my eyes at the number of pieces the sculpture had been broken into. The worst part was the stonewalling on UPS part. They literally refused to talk to me. They simply said their agent in Seattle refused my claim because of improper packaging. They would not allow me to contact this elusive person - the only authority to consider a claim.

I'm out a $4600 refund to the customer plus a $920 commission paid to the La Quinta, CA Arts Council plus a $184 discount to my credit card service provider and $368 sales tax. The small claims court limit in Iowa is $4000. I've filed suit for the maximum, but am less than optomistic about recovering anything.

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