ComplaintsforThe UPS Store #2448

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: ********* Tracking number: ****************** Amount Paid w/additional handling packing fees: $130.46 I shipped a TV along with other numerous items. I paid extra for all the items that required fragile handling. All the items were shipped my daughters dorm in El Paso. When my daughter received the TV it didn't have no exterior marking noting the item was fragile. She said the TV had additional saran wrap around the screen and tape on the corners and placed inside the box. Noted I had previously wrapped the TV with a single layer of Saran Wrap and typed it prior to dropping it off to the *** store. I don't know if they (***) did any additional package handling after we left the TV with them. The TV itself was cracked across the top and bent and cracked on the bottom. Pictures of the box/package, and TV was provided to *** store manager per his request. He was noted that it would it only take up 3 weeks. I submitted the complaint and/claim on July 7, 2022 to store manager via email once she she received the box. I received a couple calls from him then it stopped. I started calling on the status and all they kept telling me every time is that they are "working on it". I also sent an email on the status which is pending.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/09/01) */ Contact Name and Title: Walter M. - Store Manager Contact Phone: 3212532600 Contact Email: store2448@theupsstore.com Good Afternoon, Ms. ****, I believe there is some confusion on the part of the claims process and my store's role in it. The *** Store is NOT ***, we are an independently owned business support franchise and have zero control over how long *** Claims takes to approve or deny a claim. *** themselves is responsible for the claim payout and we work on your behalf to push the claim through. The (attached) legally binding terms and conditions that you signed when you sent out the package states this. It also states that you agreed the recipient's address and the declared value was correct. The store Owner himself communicated with you yesterday about the status and gave you a full update BEFORE you filed this complaint. I have also attached that email for BBB and yourself to reference. To address the lack of fragile packing, you only purchased and paid for a box to place the TV in. No fragile packaging materials or service were purchased, thus no fragile stickers were put on the outside and no packaging placed inside with the TV. No declared value was given for the TV, making the value of the television $100. The shipment was then marked "CUSTOMER PACKED" as marking it "CENTER PACKED" is only allowed when the Pack+Ship Guarantee is in place. This requires the customer to pay for 1.The shipment to go *** 2.)The correctly sized box 3.Packing Service/Materials. I have attached your payment receipt to show that you paid for 5 *** shipments, 1 25x25x25 Box, 1 36x6x30 Box, 1 33x7x41 box, 1 33x7x41 Fragile Pack Service, and 1 33x7x41 Fragile Pack Materials. That 33x7x41 box was for the picture that you did pay us to fragile pack. We will continue to advocate on your behalf for this claim and hopefully this response clarifies the issues. If you have any additional questions, feel free to reach out directly to me, Walter the Store Manager, as we have not spoken about this package previously. It appears you have been dealing exclusively with my boss, the store owner, Josiah. We are not able to release any funds to you until the *** Claims Department approves the claim. Have a great day! Sincerely, Walter M. Store 2448 Manager Consumer Response /* (2000, 7, 2022/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) What I requested and what was received are two different things. I'm not going to ship a TV without additional packaging. Cause I knew there was not enough packing on the TV to begin with. I knew for a fact I requested additional packing for the printer, TV, and the picture. My daughter was at counter with the young lady when we were discussing the TV. Again, I didn't look at the receipt specifically for the TV. She only mentioned additional charges for packing and I said fine whatever it cost. Since she mentioned it and we discussed I figured everything was charged for. Obviously I wasn't present during there packing or it would of been a different story. Now I see if I ship anything else "fragile" I would have to double check my order like a fast food restaurant. And yes I did receive a follow up email from the other manager.

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