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

Shanna of New Castle KY (04/18/09)
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

Greg of Sevierville Tn TN (04/09/09)
ups damaged my shipment and refused to pay. why did i pay for insurance? they are scammers. terrible company policy. never again

Eileen of Glen Oaks, NY April 1, 2009

I brought packages in to ship to my house in New York. The man asked what was in the boxes. I told him a vase and table well packed. He said okay printed the lables and shipped them. They were in heavy boxes I bought at a storage place and clearly marked fragile this side up. When they arrived my UPS driver would not give me the box he said it sounds broken. The nexted day UPS called and said they examined the parcel and said it was improperly packed so they were not responsible. Explaine to me how a vase paced in a comforter and a blanket put inside the legs of a table is not considered well paked they said it neede 2" inches of bubble wrap for me to be able to put in a claim.

The man never asked how we packed it he just said is it well packed he lifted and said good. Now my problem is when UPS decided to refuse my claim they sent the box to me opened with missing pieces of the vase and the table legs bent. The thing the forgot to mention was that there was a 6" by 6" hole in the side of the box, bubble wrap would not have saved this vase I feel they are responsible and should at least reimburst my shipping fees.

Joshua of Crown Point, IN March 23, 2009

Joshua of Crown Point IN (03/23/09)
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 of Vacaville, CA March 20, 2009

Willie of Vacaville CA (03/20/09)
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

Paul of Vitoria OTHER (03/09/09)
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?

Back to the top |