UPS - Damaged Shipments

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carol of Fontana, CA January 27, 2010

UPS We had shipped home 7 suit cases 1 got lost than ship 1 week later my luggage was voilated my personal items were in two different bags were open and open my personal were messed with items 4 suit case were damgaed there person take all our information via telephone we ask for 250.00 for ins to be added they didnot add value, I sent a coy of the cost of the luggage they will only pay 100.00.per bag.and for my personal items they open both.

thomas of brighton, MI January 21, 2010

Bought diesel genertor in az. paid ups 417.00 freight charge up front, was not complete, missing gen, but was poorly created, engine was tip over on side, moved fuel tank, broke alt. many broken parts,was returned and recived credit for engine, but U P S decline settlement, ups claim # 603649 pro# 512535505

John of Opelousas, LA January 19, 2010

Separately bubble rapped and tightly packed two studio monitors in one box, with speaker faces covered with reinforced cardboard. Sent out from a local UPS shipper store. Receiver said he received only one speaker, and it was demolished. I filed a claim and 3 weeks later the package was picked up and returned to me with a claim denied for packaging error.

One of the speakers was totally gone, disappeared. UPS could not even find it. The package weighed 31 pounds when i shipped it, it arrived weighing about 14 pounds. UPS had nothing to say. I'll NEVER EVER USE ups AGAIN. This cost me about 100 for a pair of 80 speakers, that i couldn't even sell or use, or get them returned to me. I would have been better off just setting the speakers on fire and cook marsh mellows over them.

Roderick of encinitas, CA January 15, 2010

I own am Custom Glass Sign and Mirror company. I have been shipping with UPS for 4 years now. 2 Parcels where broken last year within 17 days of each other. The first claim was denied. Once I provided UPS with proof the parcels are packaged and crated above and beyound their guide lines they approved the claim.I am going through the same long drawn out process of proving my case once again. I have already made a new mirror for my client and shipped it out to them. I am in the process of writing a letter to the CEO of UPS , Mr D. Scott Davis. I will be sending him a CERTIFIED LETTER discussing issues and concerns. If my claim for 2500.00 is denied I intend to take them to small claims court.

Matthew of Plainfield , IN December 21, 2009

A guitar shipped by store #4185 in Providence, RI arrived at my apartment damaged from shipment last week. The shipper contacted the UPS store on several occasions instructing them to file a claim, and they refused--stating that it is the recipient's responsibility. UPS policy clearly states that the shipper (the UPS store in this instance) is responsible for all claims. The store flat refused to file the claim, and has been unresponsive to my requests for information on the claim. I filed the claim as the recipient, and now UPS wants to pick up the guitar and ship it back to the UPS store--which makes no sense. I paid for the guitar, and want to keep it--the claim was filed for repair value, not replacement. If I allow it to be shipped back, I cannot rest assured that I will ever get the guitar back, nor can I be assured that the claim money will be awarded to me--it would also go the shipper. In fact, UPS has stated on several occasions that I WILL NOT get the guitar back if I go through with the claim. I am basically completely stuck with no options left, and I cannot trust this UPS store #4185 or UPS in general. The UPS store #4185 in Providence, RI has been completely irresponsible during this process, causing me to just about give up on the claim and never ship with UPS again.

Also, the UPS store was asked to pack and ship the guitar, and they have made the claim that the customer brought it in packed. The shipper did buy insurance in excess of the value--300--and the claim was only for a repair estimate of 150.

Calvin of Kiel, WI December 18, 2009

I sold a computerized carving machine on ebay a caraftsman compucarve. I had ups pickup this item up on 12/04/09 it was delivered to Hardin Kentucky on 12/07/09. My buyer called me and reported it was damaged and he believed it was done in shipping. So I called ups and reported that the package was damaged and they said they would investigate and get back to me which they did not do. So today I called them back and they said that the it was not packaged properly so the insurance I took out would not be covered. When I shipped this item I shipped it in the original box that sears shipped it in. And specifically asked the driver before I helped him load it on the truck is this package ok to ship and his reply was absolutely.I need some help if you can please with this. I have seen nothing but nightmares about trying to hold ups responsible for creating damages.

John of Emmaaus, PA December 18, 2009

I shipped a small machine in UPS boxes. I used two boxes and packed the hell out of it. There was absolutely no movement. I shipped it UPS, and took out 500.00 worth of insurance, as this was the amount I needed to insure a 325.00 item The machine arrived with the box smashed. The UPS driver told my customer not to worry, that it was insured, and he remembered the box being dropped. From the damage to the machine, it was at least a 5 foot straight drop. Even though UPS states that it alone does package inspections, they sent it to a third party for inspection. Their insurance company. They stated that it wasn't packaged properly.

My brother had shipped a 25.00 item through ups with the same results.He also took out their insurance. And his claim was also denied. UPS sucks. In fine print, somewhere in their logs, they state that every bit of packing material must be included in any return, and it must be packaged EXACTLY as received. Hey. There ain't two snowflakes alike. If that is their requirement, it should be in LARGE PRINT on their UPS labels, so individuals who do not deal with UPS on a regular basis can know. It seems to be a way to charge for insurance, make extra money, and never have to pay a claim.

Michael of West Hollywood, CA December 14, 2009

I shipped a "high impact plastic" dog kennel (an item that is intended to ship a 75-150 lbs live dog on an airplane). I placed the shipping container in a cardboard box because I put some clothing in it. I insured it. The UPS store excepted the package and shipped it. The high impact plastic kennel was broken.

I issued a claim for the kennel. UPS denied the claim saying that the cardboard box was not strong enough.

A) The item shipped was in-and-of-itself, a shipping container. According to retail stores that sell the item, the kennel could have been shipped WITHOUT a box. B) Let's assume under UPS guidelines, it did need a box. The UPS store accepted the package, as I packed it and charged me for insurance. This acceptance of the package should place the UPS store in full responsibility for approval of the cardboard container and the method of packing (to UPS standards).

Tracking# 1Z3W5R244229304467 In any event, the care with which this package was treated is in question. You would have to take a hammer to this item, or throw it from a moving truck to break it.

Below is an excerpt of a description of the item from the internet:

"Petmate Traditional Vari Kennel Portable Kennel (giant; 48"l X 32"w X 35"h; Tan; Plastic) By petmate, inccarriers Description: Portable Dog Kennels: Petmate Kennel, Portable Dog Kennel, Petmate Brand Deluxe Large Vari Kennel at PETCOThe giant Vari Kennel is great for giant dogs like Great Danes, Greyhounds, Newfoundlands, St. Bernards, and Bull Mastiffs. This extra durable and highly versatile carrier is the ideal solution to taking your pet on vacations, vet visits, grooming appointments, pet shows, and more. Airline approved transportation easily converts to a pet shelter or bed--and is great for crate training. The Vari Kennel line is made of high-impact plastic"

Van of Hagerstown, MD November 27, 2009

I used UPS to ship a package that could not be flipped over. The store manager assured me it would not be flipped over and their employees also stamped in with "this end up" and other stamps. UPS not only flipped the package updside down but it was dropped several times. I filed a complaint because I did insure the package. UPS's insurance company denied payment even though the store manager called them and said that they had told me it would not be flipped. I was denied my claim because I had 2 1/2" of packing vs. 3".

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.

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