UPS - Damaged Shipments

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

Ron of Milwaukee, WI November 12, 2009

I am a regular seller on eBay and normally use the postal service for shipping. On Oct 26, 2009 I sold a mega quilter and table to someone in Washington State. Do to the size and the weight it was more economical to send the packages through UPS. I boxed the items in four boxes using 2" form around the products and foam peanuts to fill the voids along with this I made cardboard inserts filled with heavy crumpled up shopping bags. I took the boxes into the service center on 6th street in Oak Creek, Wisconsin and showed the counter person Joe the boxes before I sealed them. He stated "everything was good" I proceeded to secure the top with 2" pressure sensitive tape. We labeled them and asked if I wanted insurance. I stated I would need to have insurance enough to cover what the person bought them at. the original price of the sewing machine and table was over 3000.00 I insured it for the purchase price of 2 boxes for 700.00 each and two Boxes for 300.00 each which totaled to 2000.00 for the shipment.

The packages arrived on the Friday of that week. The person who receive it informed me that two of the boxes where dropped and that they were going to take in the sewing machine to see if it could be fixed (it could not). I informed her to get in touch with UPS because the boxes where insured. She informs me she could not do anything and was instructed to ship them back to the sender to file the claim. I received the boxes back on the following Friday and inspected them. The items where broke bent and jammed. I called UPS to place a claim and this is where the nightmare stared. The person in the claim center was very sorry for my damaged packages and would place the claim for me. I asked can i bring in the packages to show the inspector the damage. I did this because; if the inspector never worked with a sewing machine or a quilting table they would not any what the are looking for. the person at the claim center inform me that it is the practice of UPS to have me box everything up and a diver will pick the boxes up and take them to the center to be inspected by their staff and I would be notified of the results.

The packages where picked up and they inspected the boxes and reported to a third party processing center that the boxes where not packaged properly, and that the claim was denied. The third party also did not have any numbers to give to talk to some at the point that inspected the boxes. I called the UPS claim center and requested a Supervisor only after explaining this to three people and giving each person my tracking numbers did I finally get to a supervisor. All were very sorry for my damaged boxes and wanted to help me. This was sounding like a canned response after a while. I inform the supervisor of the problem and the response I got from the third party and want to know the next step. The supervisor name Joe said I can dispute the findings and reopened the claim. He just need to check on something and would call me back in less then 1 hour.

Two hours later no call so I called the claim center again and after explaining to two people that I needed to talk to Joe in claims they transferred me to Jason in shipping, i ask Jason in shipping to transfer me to Joes in Claims. Again I was placed on hold and Jason came back on the line and told me he could. find Joe in claims, he also was very sorry for my damaged boxes after a half an hour talking to him to try a get the process on disputed claims, Jason inform me he could not do anything. He also told me that i would half to wait for someone in claims to call to give me the answers I asked. I am still waiting.

Ghil of Jerseyville, IL November 8, 2009

We ordered cattle semen online. When we received the order we noticed the shipping shell was cracked on the side and bottom. This shell is to protect the tank inside. How they could have broken this is beyond me. When we checked the tank inside the nitrogen was gone and the semen no longer good. They Do Not Care! We have cattle that we were going to breed when we received the semen. They still are not bred.This is going to throw our calving date off.

Lindy of Delavan Lake, WI October 22, 2009

Large flat package was left at our front door in (the pouring rain". It has been raining since the middle of last night. The rain did not start in the day, or after the package was left. It is not sprinkling, misting, it is a cold hard rain. AND we have a covered back porch. This package contained two large 16 x 19" hand done colored artwork. One of which was done about our 3-1/2 year old niece who just recently passed in a very tragic accident. I am exceedingly disappointed in the judgement of this package delivery person.

jason of sylmar, CA October 15, 2009

I took a computer to this UPS location to be shipped. I asked the clerk to review the unsealed package. He checked out, said it looked good, taped it up and sold me 600 worth of UPS insurance.

The computer arrived completely destroyed. This was an ebay item, so it caused me many problems in the ebay and paypal network. The receiver filed a UPS damage claim and UPS denied it saying it was packed by me and the store and that I had no choice but to take it up with Mario the store manager since these UPS stores are independently franchised.

This has been going on for over a month. UPS keeps denying the claim saying it is in the hands of the franchise. I last spoke with mario on 9/18/09 and he told me UPS was reviewing once again and he would get back in touch in 24-48 hours. That was well over a week ago and I feel I am being ignored. I am a consumer who shipped and insured package. I took the stores advice on how to protect this item. They told me it was okay and I would be safe if i purchased extra insurance.

Based on what I have heard it would have taken a tremendous amount of force to break the casing on this computer. Now they are doing everything in their power to ignore the claim. It is unethical and wrong to sell insurance on something if it cannot be insured. They tell me I need to BUY insurance to protect my item and then they deny the claim saying i packed it. If they cannot insure a self packed item they have no business selling insurance.

Carol of Venice, FL October 14, 2009

On Oct. 1, 2009 I took 3 smaller boxes, one rug and 2 collapsed leather bags to UPS for shipment to my Florida home. These boxes contained items from a beloved relative's estate. None were big and each box was well packed by myself. The items missing were keepsakes and family mementoes, to be passed from one generation to the next. The clerk advised that all items be shipped in one larger carton, 24" X 24" since it would be cheaper and easier to track. We agreed and paid 77.01 and the carton arrived Oct. 6, 2009.

The top of the carton looked crushed but was closed. When opened, one of the three boxes was gone, replaced by a lot of extra packing material. The missing box is 15-18" X 12" X 10". It is a plain brown box, nothing someone would pick out to steal. I suspect the box was not properly sealed shut and broke open. Contents were put back inside minus one box.

I have gotten no help from the store. Rather, they are starting to retract their original agreement that there were 3 boxes in the bigger carton and do not seem to be doing much to find my box of keepsakes, photos, marriage, death certificates, war medals, etc. How do I go about finding it? How many plain, unmarked boxes of the size, within the dates, origins and shipping depots can there be? It is breaking my heart and I can't sleep nights. How can something just evaporate--it must be somewhere. Some of the items probably have monetary value because of age but they were unique, probably of more sentimental value than anything else. UPS seems to be so indifferent.

Robert of Palm Coast, FL October 9, 2009

I had four machines that had to be sent off for bulb replacements. I packed them in the original boxes that the Mfg. used when they sent them to me by way of FedEx which by the way showed up without a scratch. I sent them back for bulb replacements in the same boxes packed the same way and insured them for 3000.00 each and had fragile all over the boxes these machines weigh 40 lbs. each and are built to take a lot of abuse.

I had received a call from the company on the other end stating that 2 of the machines were smashed and the other 2 were damaged but repairable. UPS is saying that they should with stand a four foot drop well these looked like they fell out of the plane you would need a sludge hammer to break open the housing on these machines. It was obvious that these machines were extremely abused and now they're denying it was their fault and will not pay for the damages.

ALLANA of ROSEVILLE, CA October 8, 2009

My boyfriend sold an item on Ebay the last week of August 09. He took 2 90lb items to the UPS Store #4125 in his own empty boxes because he knew he could get the packing materials at the store. When he got there, he asked the manager Irene what to pack it with. She opened BOTH boxes and started packing the boxes with the packing peanuts, closed them, shook it, opened it again, filled it with more and then said it was perfectly fine to ship. he purchased the insurance and gave a declared value. When the customer received the shipment, one of the units was damaged. My boyfriend then went into the store, spoke to Irene whom said she would file a claim. A few phone calls and days go by, Irene is never around (always on a break or just stepped out) and this goes on for a couple weeks. Absolutely no contact from UPS. He decided to go back into the store, Irene tells him she needs some info, to which he asks her why she didn't ask for this a couple weeks ago...no answer. Another week goes by, he goes in, she asks for another random piece if info- again, why wasn't this asked for before? No answer.

Then, 9/28 after a month of ridiculousness, he goes in again, Irene at this point says the claim was denied and began using the "F" word claiming it would have to come out of her paycheck. Since then I have called customer service 4 times, whom have told me several off-the-wall stories, that because UPS is individually owned, the owners are responsible, they can't give a clear answer as to why the insurance that you PAY for and they OFFER does not cover shipping damages. Also, they informed me that no claim had actually been filed until customer service reqeusted them to- meaning Irene lied about ever submitting one. Here we are 10/9 with a claim that was just submitted 10/2 and found out it has been denied and now it's going to be a back and forth of who said what. And since Irene didn't charge him for the shipping, there is nothing (aside from possible surveillance tapes and her own admittance to him) to prove that she packed it. I don't understand why you purchase insurance if it doesn't cover what you send.

I have been given so many ridiculous stories and what I get out of all of this, is that UPS runs a scam, or at least the owners of the stores do, because they have no one to answer to. They don't call the customers (to this date, just ONE phone call has been made by UPS and that was today, customer service) they don't give you any information, and it's almost as if we as the customers have no rights at all. I can't imagine any other business getting away with this. I have also been told that this particular owner only communicates by fax (weird) and can take up to 3 months to respond to a claim. Where are the regulations with this company??????

Shamala of Berkeley, CA October 7, 2009

A Viking Professional stove top and a hood were both sent to me by Brian M. M. Package came to my house damaged and I made a claim. UPS advise that I should wrap up the package and place it outside my house. As usual, UPS came and pickup the damaged goods - stating the need to examine it.

Days pass, weeks pass, no words from UPS. I finally called and ask what happened. They told me I need to speak with the sender. I spoke with the sender and he also has no clue what's going on. Both claims remained opened from December 2008 until now October 2009. Finally I called and spoke with Marsha @ Crawford & Co. she told me one of the claims were approved while the other was denied. I'm not sure how one can be approved while the expensive one of the two was denied. This is packaged by Viking Corporation.

My fence was over 5 feet tall. Gate was locked, I saw the two items behind my gate. The delivery guy had toss over the 80LB items in hope it would survive the impact. VERY MISTAKEN. Worest thing is to take my damaged item and send it back to the SENDER....WHY? I've paid for them...it should be returned to me. The seller has since resold the damaged goods, kept my money and ask that I go an argue with UPS for the refund.

I'm still dealing with both...no end in site. CAN SOMEONE HELP ME? I'm sure this happend numerous times every day. BROWN GIANT RETURN MY ITEM OR REIMBURSE ME FOR THE DAMAGE!

Jody of Sylmar, CA September 18, 2009

Shipped package in March '09. Shipment damaged. Damage reported. Per the receiver of damaged parcel UPS handled inspection. Received Claim information by mail. Claim information is to be received only after "ups inspects the package" per their claim site. So, my "damage / claim " loss paper was sent to me. I complied and got 1-of many phone calls at this time from a Rep of Crawford and Company (insurance adjuster for UPS) I complied with their request for validation of sale.

Per UPS damage / loss info, they state "Please submit the following within 90 days from the date of this letter". "Original invoice, sales receipt, catalog page, or signed statement listing each item and the value". I sent them a "signed statement listing each item and the value". This was approved and then later denied...I was then asked for a listing of the same product on EBAY. I sent them screen shots of the items for sale that cost way more than mine. This was OK'd by the person I sent it to.....to only find out it was denied again. They, "Crawford and Company", then asked for the item listing itself on EBAY...which by this time it was so late it couldn't be pulled up. The Crawford person, Adriana, said in the notes "it states, from weeks ago, that it can't be pulled up" .... and yet they demanded it from me. She had no place to go so I asked for her boss.

She got Chris A who then asked for a Paypal receipt and argued with me ....everyone is always "I'm sorry"....seems to be the mantra...I said stop apologizing (50th time) and fix the problem. He started asking more questions and then told me now that the unit had been thrown away they would deny the claim. Interesting enough I had conversations with them thru the course of this and told them it had been tossed. I am now told my claim will be denied.

I have gone back thru UPS info for damage/loss and no where does it mention to keep the damaged goods. Common sense says to hang on to it, but from the fact that the "damage / loss" claim was started by them, the process of looking at the damaged goods has already taken place. They have a diagram of the process claim on the UPS site and we are past that point, it has been since March the unit was shipped, and now I am told, after many conversations with them about this parcel, that they will not pay .....AGAIN, NO WHERE DOES IT STATE TO KEEP THE DAMAGED PARCEL AROUND.... FOR ANY AMOUNT OF TIME.

I now have Chris A's boss name and I have to go thru this proces 1-more time to make sure nothing can be done. Next step is court. Damages are approx. 1100....I need to figure out who to serve so it doesn't go to court and they say "not our problem, you sued the wrong folks...

Elaine of Fort Mill, SK September 13, 2009

I will never, ever use UPS again. I had a very exensive theatre light that needed fragile handeling. I brought it into the store and expressly said I needed it shipped to my new home address in SC. I was asked if I wanted it shipped in it's original box, which had a lot of stryofoam fitted packaging. I said no...I want it packagaed with an additional box with peanuts. I insured it for 1,200 with UPS. It was left on my door, not one indication that it was "fragile" however there was a big sticky on it that read "1,200". Nothing like adversting the value of a package left on a prorch. UPS...what are you thinking?! Of course it was damagaged beyond repair. It came in a box not much bigger that ther original, and not more than 25 peanuts. Here I am over 3 months later waiting for them to make good on the insurance. There is no one to talk to because the insurance is via a contract between the UPS store owner and the insurer. The check is made out to the store owner and sent to them.

You have ZERO rights as the property owner..ZERO..they will not talk to you, they will not tell you if the UPS store owner has the claim check. They apologize over and over again..WORD TRACK....I told them to stop apologizing and send me my claim check!! Sorry...contact the UPS store owner... I can't reach him on weekends. He is not there. BEST PART....they came to my home to pick up the salvage (damaged unit)...even though they have not paid my claim. I told them I work and cannot be home for the pick up. The said leave it on the door step. I asked, what if someone takes it. . will you still make good on my claim if the salvage is taken....NO.."we can't be responsibile" I asked if I can take it to the local UPS store and have it picked up there...again NO...but I can drop it off my self at the UPS located in SALT LAKE City...(from South Carolina)...is this company for real!? It needs to be outted as the worse company for customer service EVER! I HATE them. I will go out of my way to use the US Postal Service from now on. Do Not Use them if you have anything of value to ship!!!!

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