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

Nancy of ventura, CA July 3, 2009

We ordered a party dress at May 12 09 from BarriePace website, it was charged and shipped at May 13 09 with UPS 2ND Day Delivery Service. At May 15 we called BarriePace and UPS, both stated will arrive at May 22 (the web tracking system also shown "Estimate Delevery date May 22"). Got the item at May 22 with a slight package damage. We can't do anything since at May 23 we have to go abroad.

5 weeks after (when we came back), we were curious and rechecked the web tracking system, we found that UPS MODIFIED the DATE to show it was delivered at May 15 '09!! Called and they didn't want to admit! We had the phone conversations proof, a web screen shot on May 20 (package still in process), and 2 witnesses, still UPS said they didn't change the system!

teresa of thousand oaks, CA June 29, 2009

I have had an ongoing problem with the UPS store in Rolla, MO. I shipped a box and insured it for 1000 in 12/2008. There were antiques in the box. When I received it, the box was crushed around the items. One of which was broken in 4 pieces. This item is a metal statue, wrapped in approximately 5 inches of bubble wrap. The bubble wrap was also smashed flat. The owner and manager of the store, Nancy E, was present and witnessed my wrapping and packing of the box before I shipped it.

The company required me to provide pictures and an estimate for a similar item. I emailed this several times to both the UPS main location and also the local Rolla location. They told me the claim was resolved and a check was sent to the local store to be reissued to me. On 6/11/09, I called the store they told me a check would be mailed to me immediately. When no check arrived, I called back to the local store (06-16-09), the owner/manager (Nancy E) advised me the claims department of UPS is still investigating and they were advised not to mail the check.

I called the main office on 6/16/09 and they said they have no idea what the manager of the Rolla store is talking about, as far as they knew this claim had been settled. They advised me to file a claim with their complaint department, which I have. I am getting no satisfaction from UPS main office or the local location. The box was insured for 1000, and a similar item was valued at 2999. Basically I am getting the run-around, I have no where to turn...Please help me

Michael of Centereach , NY June 8, 2009

I sold a rare Beatles album on Ebay. I packed it well in bubble wrap inside a cardboard mailer and sent it to a customer in North Carolina. It was refused by my customer because it had obviously been folded in half and the record was rattling around,smashed to pieces.I was assured that my claim would be paid....after several weeks, I received a letter saying my claim was denied because of insufficient packaging.Whats the sense of buying insurance if they can just deny it when ever they want.....

Barry of Franklin, NH April 21, 2009

I packaged a 2000 electronic synthesizer, took it to Staples where it was inspected and shipped via UPS to my son in California. I "insured" the package. When it arrived it was horribly damaged. I figured that was no problem because it was insured. The insurance was denied due to "insufficient packaging". The packaging was NOT insufficient, and it had been inspected prior to insuring and shipping. In addition, in order to "inspect" the damage, they shipped it again - back to Laconia, NH! I have a horribly, possibly irreparably damaged keyboard, which I have to go pick up in EXACTLY the same place I mailed it from, and not only are they not making good on the insurance, they won't even refund my money for shipping (its now back where it started!)or insurance that they didn't pay off on!

Thomas of Nashville, TN April 20, 2009

On 3-18-09 a upd freight semi tractor trailer rig ripped the siding off my house by snagging a wire going accross the road. He never stopped. Witnessess told him to leave a note but he just drove off. ups now has denied my claim for the damage.

The siding is cracked and peeled back to where rain gets in the outside wall causing more damage the longer it stays that way. This could result in having to reside my entire house at about 8000 lose to me. I will now be sueing ups which will cost me alot.

Shanna Stivers Dave of New Castle, KY April 18, 2009

I shipped a wall sculpture at THE UPS STORE in Lagrange KY on February 25, 2009. The item was undamaged and in good condition when I took it to them for shipment to my home in Virginia. I paid 90.50 for shipping, handling and insurance on my sculpture. When it arrived in Virginia I found my 822.50 sculpture had been totally destroyed.

I contacted Ms. S. Bernthold, the owner of the store for resolution to this matter. After many weeks of visits and phone calls to her she finally got an approval to pay my claim. She told me to produce a statement indicating what I had paid for the item and I did. She told me that I would have a check within two weeks. On April 16, 2009, I received a letter from her stating that UPS was not going to pay and that there was nothing she could do about it. Upon receipt of the letter, I contacted UPS in Louisville and was told by a representative that Ms. Bernthold would have to request further acion on this matter as the item was shipped from her store.

On April 17, 2009 I went to the store to speak to Ms. Bernthold and requested my money for the item that had been destroyed. She told me there was nothing she would do about about it inspite of the fact that she had received an approval from the claims dpeartment for payment. She told me that I would have to contact the Louisville office and request a review. I told her that upon receipt of her letter I had contacted them and was told that she was the only one that could request anoher reveiw.

She stated that was not correct and that she would not be able to do anything. She offered no futher assistance or information. Ms Bernthold was very eager to wash her hands of this matter. In closing, I was told that this claim had been approved and I want the money due me for the item that was destroyed. My total loss at his time for item, shipping, handling and insurance is 913.

This unethical company must be investigated. This item was insured for 800. My total loss is 913.

Greg of Sevierville Tn, TN April 9, 2009

ups damaged my shipment and refused to pay. why did i pay for insurance? they are scammers. terrible company policy. never again

Joshua of Crown Point, IN March 23, 2009

I shipped a desktop phone system to a customer by packing it in a heavy box, wrapping each phone 2x in large-cell bubble wrap, and adding styrofoam peanuts for extra protection. The customer contacted me stating the phones arrived looking like they had been smashed by hammers - I told him no problem, I had purchased insurance, and I would file a claim. A few days later, I arrived home to find the package on my doorstep with no explanation. Sure enough, they looked like the customer described. The housing of each desktop phone was completely shattered. After looking at the damage it was obvious the box had fallen from a large height (the box was relatively intact). After repeated calls and voicemails, I was told the claim had been denied due to insufficient packaging.

 I was asked if I wanted to dispute this outcome, to which I promptly agreed - this began a 2 month cycle of endless calls, voicemails, etc trying to get an explanation of WHY this had happened. To sum up, they kept saying my cellphone (shows how much attention REALLY went into this - it was an office phone system!) had not been packaged properly. First I was told I should have had 2 of packaging. I told them I had MORE than this, there was 3 of packaging plus peanuts. I was then told the box was not approved, and any box they had not approved would result in a denied claim. This was an extremely heavy CISCO box; and the damage had nothing to do with the box anyway. Finally I was told the dispute had been closed nearly a MONTH earlier anyway, so there was nothing that could be done even if they wanted to.

Obviously, I am out the phone system, and I had to return the customer's payment. I spent the last two months calling every 3-4 days trying to resolve it (mostly leaving voicemails). I am out the shipping fees, plus the Insurance (which they are ready to point out is NOT insurance) I purchased. The bottom line is I am done with them, I will not ship with them again, and I will do everything I can to ensure purchases are not handled by them. The lack of care for the package, the dishonesty of selling damage protection (or whatever they call it) and refusing to pay for it, and complete lack of care for the customer throughout the process were completely ridiculous. The bottom line is I am convinced the people I spoke with would change their story on the fly and say anything to keep from paying what should have been an honest claim.

Willie Currie Jr of Vacaville, CA March 20, 2009

I recently retired from the US Air Force and mailed some of my thing through UPS. I packed the computer and printer in the original boxes because they come with all of the support to keep the equipment from getting damaged. I insured all of my boxes and now almost two years and counting they still come up with excuses not to pay my claim. I have two UPS store employees that can verify that I have completed all the necessary paperwork that has been requested but get no closure on my claims.
My pictures and showdow box from my retirement were either broken or chipped.

I have a letter stating that they had approve part of the claim but could not tell the difference between the CPU and the printer. I sent them more pictures stating which was the CPU and which was the printer. Now they want me to prove value. The previous worker at the UPS store told me it was common practice for them to stall on a large claim to keep from paying. Now the other worker that took over the store told me he can't understand why they won't pay. His calls are either ignored or met with more requirements.

I have since replaced the computer and printer but the shadow box with the flag and medals can't be replaced without being redone. There is no way to get the presidential coins replaced. Any help in the matter would be greatly appreciated.

Paul of Vitoria, OTHER March 9, 2009

I shipped 2 HiFi speakerss in 2 seperately packaged parcels. Both packages had adequate wrapping & protection. They were inspected & checked in by hand at the UPS depot Saturday Morning & seen and checked by a superviser. This was not a driver pickup. If there were insufficient packaging, why did they accept it. The other speaker arrived perfectly safely. Dropped off 26/01/2009 with UK tracking number deivery to Vitoria, Spain. One speaker box arrived perfectly ok, the other smashed in & a write off. 450 GB Pounds value lost. UPS states inadequate packaging, this is a smoke screen. I have pictures to show. I had no seperate shipping insurance, but paid with a Gold Visa C/C & may have a claim there, which may also be possible?

Stand alone (very strong) Linn Speaker box cabinet made in England cracked/split open on the botom feet end through being dropped or impacted from a height on it's own weight of 17 kilos. Severe mishandling or wanton damage during loading/unloading?

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