Complain about a product or service

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

Dolores of Mount Vernon NY (09/03/08)
On 07/09/08 I shipped my luggage home WITH ups at first UPS informed it was lost. Several dats later it was delivered to me so badly damaged that it looked as if it had been hit by a train. I filed a claim for damages and lost items.The claim was settled on 08/12/08 and I was informed a check was being sent on 08/19/08As of today 09/03/08 no check and no response from the shipper.

I have notifed them by email several times and no one gets back to me.Whenever I contacted customer service they told me they no longer were resonsable but I must deal with the shipper ( the ups store ). Thank you.

Julia of Odell IL (08/21/08)
Used the UPS Store to ship a package to my home in Illinois from Texas (was on vacation and mailed home gifts we purchased). The package was 40 miles from my home when UPS intercepted the package, claimed it damaged, called the UPS Store (as they were considered the shipper) they asked the package be sent back to them, they filed a claim, denied the claim as they did not pack the package, opened the package and took the t-shirts, hats, stuffed toys, mugs, bbq sauce and other items. Left 3 bottles of sauce, 1 broken METAL star and a couple small bags of peanuts.

I was told by both UPS and the UPS Store I would not get any money for the items they stole nor my shipping reimbursed. The package (what is left of it was picked up by my brother in law). Now my question is why would a package so damaged be able to make a 1000 mile trip back to Texas vs. 40 miles to my house. Why would I not get to make the decision on what was and was not damaged? How could soft items like t-shirts be damaged and removed from the box and again would it not be my decision? Fact is I paid for these items they were/are mine and UPS had no right to not deliver them and steal them.

$22.24 for shipping. $10.00 x 2 for the BBQ Sauce, $10.00 for the stuffed animals. $30 for one t-shirt. $15.00 for one T-shirt. $10.00 x 2 for hats. $7.00 for mug. $15.00 for the Metal Star. Total: $139.00 Plus reshipping costs, which I am waiting to find out how much. Probably $20.00, since the package is much lighter.

Brad of Norwalk IA (08/12/08)
I sent a package through this store and insured it for $3,500. The store clerk said that the package was well packed and that the insurance would cover any damage. The package was shipped and one week later the re-conditioning company requested that I send the additional parts per their original shipping instructions. After some discussion it was discovered that the package had been repacked. The only reason that we found this out was that the shipping paperwork was found to be inside the box. I had originally taped it to the outside of the box. The re-finisher commented that they thought it was strange that the envelope was covered in tape on one side.

Upon discovering that the box they received wasn't the same box that was shipped; I contacted the UPS store that handled my box. They filed a claim after taking my information. I waited several weeks for feedback on the claim. I finally had to go to the store and inquire about the status. They informed me that the claim was denied because the re-finisher didn't have the box. I then asked why I wasn't contacted. I was told that it was the store that filed the claim and that is who would get the response. I called UPS for more information regarding the claim and was e-mailed a response that they were not responsible and that I would have to deal with the UPS store.

My biggest issue is that UPS never marked the box as re-packaged which would have allowed the claim to be filed before the box was thrown away. The second issue that I have is the way UPS has advertized the insurance as true protection, when in fact very few claims ever get settled. And the final issue I have is the way the company is organized to protect the holding company that is actually handling the boxes and by using a third party insurance adjustor to review the claims.

What I shipped was a supercharger to my car. It is no longer supported by the original manufacturer and all the parts are no longer in stock. This supercharger is not replaceable and can only be rebuilt by the re-finisher in Oklahoma. I have been without the use of my car for over 3 months. I have been in contact with the original manufacturer, the original sub-component supplier, and various distributers for those manufacturers for two months. I have spent close to a thousand extra dollars of my money to find, purchase, and manufacture the missing parts. Additionally, I have spent 40 to 60 hours in communicating with various vendors or in drafting up drawings for the parts that can not be purchased at any price.

I had considered suing for the money spent but was informed by a friend that he had a similar problem with UPS. He on the other hand knew an insurance adjustor that worked for UPS and was told to not waste his money or time because only 1 out of 250 claims are ever settled in any way. However, I am considering contacting the states insurance commission regarding the sale of shipping insurance without any intent of paying out claims.

Ayo of Bronx NY (08/07/08)
i purchase a grave marker for my mom in late April,08 have not been droped off until May 8,08 witch is ok. but when it was deliver to the cemetary it was broken. i spend good money for it, 7 and some change to be exact. how can i go about geting my money back.becuse she still need a marker. its was for her and my nephew.who was killed in 06. he was 16 yrs old they have not stone. Please get back to me asap.thank you

my mom stone (marker) is broken.

Craig of Lilburn GA (07/24/08)
damaged to a $7000 camera that was damaged in shipping. was shipped 2 months ago. and Mrs.Pamela Robinson was very rude and told me that the claim was denied because she said we didnt pack right some of the items are missing and the camera was damaged very bad. We have Shipped lots of cameras and we have never had one get damaged , We pack them very well with a hard case and lots of foam ,

when the receiver got the package she said the foam was missing and the camera was damaged with charger, which it looked like a truck ran over it. the tripod and release plate was missing. and repacked with paper and bubble rap.and retaped. Thank You for You Help.

a broke camera.

Elizabeth of New York NY (07/23/08)
I ordered a special gift for two people from a midwest company that makes handmade ice cream, and ships it next day air to recipients of the gift. It is packaged in a special container with a large amount of dry ice to keep it chilled. The first shipment did not arrive next day air at the recipient's home; yet UPS told the ice cream company it had indeed delivered it next day air. UPS also just left the parcel in the sun at the back door that next day, without ringing a doorbell, despite the outer packaging marked in bold letters:PERISHABLE---WILL MELT.

The second gift recipient also had the same exact experience with UPS--they did NOT deliver it next day air, but rather 2 day air, and yet they told the ice cream company they had indeed delivered it next day air. This gift recipient had stayed home the ENTIRE day of delivery to receive the gift, knowing it was perishable. To have the same exact disaster happen, in the same manner, by UPS drivers, I believed warranted a consumer complaint.

Both shipments arrived totally melted and unacceptable---wasted. Damages totaled $160.00.

Nicolas of Medford NY (07/02/08)
A Dekstop Computer was sent from a UPS location in New York to Michigan, and insurance was paid for the full declared value of US$600.00. The computer was packaged according to UPS's guidelines for packaging, with multiple sheets (over 2 inches) of bubble wrap material and losefill peanuts. The packaged arrived at the receiver's location heavily damaged. The computer's metal frame was bent in multiple spots. For this type of metal to have been bent this way, the package must have received a serious shock. A damaged package claim was filed immediately.

However, it took UPS 3 business days to pick up the computer at the receiver's location for investigation. When picking up the package, the driver refused to take all of the packaging materials (multiple sheets of bubble wrap and losefill peanuts) and took only the computer in the box. After such investigation, UPS informs me the claim has been denied because of improper packaging. However, it was UPS itself that DID NOT take all of the packaging materials for such investigation and instead left them at the receiver's location.

The economic damage that resulted was the loss of a US $600 Computer plus shipping and insurance charges that were not honored.

Dawn of Eagle CO (07/01/08)
While re-locating to Colorado for a job I bought a new computer/tv box to ship a tv I couldn't fit into the moving truck. I also shipped 5 other boxes of various items, including one box containing a ceramic pot. The store did not tell me that by packing the items myself I would never be able to collect on the 800.00 insurance I put on the tv box. Of course they broke the tv box as it shipped to my new work address in Colorado. They also broke my big ceramic pot and actually re-boxed my other items inside to a new box.

They paid claim on the broken pot of 112.00, but refuse to pay the 800.00 for my tv! I am highly disappointed in this company and will go out of my way to not use them! Totally a rip off! They need to disclose at the time purchase on insurance that they need to package it or you have no grounds to claim. I wish I had seen this website earlier, I would not have used them.

Physical damage to my TV is the whole unit was crushed at the corner making the control buttons on the side fall down inside the case of the flat screen. It was a 800.00 tv that was only one year old and was packed in a new TV box with blanket wrap and plastic wrap to the outside.

Judith of Seattle WA (06/24/08)
I went to UPS today to mail a pkg of China. I had wrapped each piece in bubble wrap and filled the box with popcorn and rolled up newspaper. The clerk torn open the tape, took everything out and said it wouldn't do. He replaced everything as I had it and took it in the back room out of my view. He said he would put my box in a bigger box and fill it with something to cushion. He charged Me $32.14 for shipping, $7.11 for a box and $3 that said Std Svcs.

I sold this china on EBay. I used the UPS calculator and was told $15. I feel I was cheated. How do I know that he took my merchandise in the back and re-packed it. Everything was out of my hands and out of my sight, but I was given a bill for $50.25. I sold this china for $150 so you can imagine how I felt about paying $50 for shipping. This was by the way, 5 day-ground and it weighed 10 lbs. Shipped from Seattle to Iowa.

The economic damages that result will be no food for the last week of the month.

Connie of East Palatka FL (06/16/08)
A package was received damaged. A UPS employee inspected the damage and I was assured it would be taken care of in the form of a monetary reimbursement. That story was told 1 1/2 years ago. It has been a continual merry-go-round with forms and misinformation concerning the reimbursement.

A trophy fish was damaged beyound repair. This of course cannot be replaced.

Deb of Troutville VA (05/05/08)
if you ever seen that Little brown truck run for your life I sent two boxs to wi one was damaged here where it gets funny I had insurance on both one was for one hundered dollars and the other was for nine hundered

Well one was damaged and ups was fast to send a check but the check they sent was for the one hundered dallor box but that box was not damaged and when they sent me a letter saying how sorry they were for the damageded box ther were told it was the nine hundered dollor box that was damged

Now they dont want to pay the claim sounds like fraud to me I will never use ups again ever just look at the money ups is making by denying claims peoples paid for and I even have it on there official letter head that it was damaged and there sorry for the damage

Roy of Wichita KS (04/22/08)
I mailed a letter to my friend in Salem, OR. When she received her mail, she found that the edge of the envelope has been ripped open. (but it do not appear to be anything missing.. A week or so later, I sent my Grandmother a letter. ( From the same post office) She also recieved a letter that has been ripped open on the side of the envelope.. She lives in Kansas City, MO.

Rick of Minot ND (04/21/08)
Two times in a row now, when using UPS to ship guitars, they've broken or damaged them. The first time, thankfully I elected to have a UPS pack and insure the guitar. When it arrived at the buyer's address with the head almost completely broken off, I was only out the inconvenience of waiting for a claim to be filed and honored (roughly a month).

Now I am on the other end--I purchased a 400 dollar guitar, and it arrived in almost exactly the same condition. Not as badly as the first guitar, but the head and neck are severely damaged. Cracks, gouges and scratch marks are all over those areas, and it looks as if it was dropped on its head. Anyway, how can I trust a company that employs such negligent handlers and delivery people? The consumer is fairly helpless when purchasing goods if the vendor only uses UPS. I will now avoid using them whenever possible. You'd think I learned my lesson the first time it happened.

Laura of New York NY (04/15/08)
Rec'd a call from UPS. Two out of print concert posters were damaged in shipping and they took it upon themselves to throw both posters out. I explained to the three representatives I spoke with that, on numerous occasions, I have received damaged packages back from UPS, why wasn't this package returned to me? I also questioned how the tube was damaged, since it was a cardboard tube, about 1/4 inch thick. One supervisor explained that there was no packing inside and that's why it was damaged. I explained since it was a tube, there was no room for any packing and based on it's thickness, damage to it was not a concern. I requested the damaged tube be returned too, but she said that was also discarded. She said I could not lodge a complaint against the inspector that decided to throw everything out, since UPS leaves decisions to their discretion.

It makes no sense that they just threw everything away when they have returned completely decimated packaging to me in the past. The paperwork has been shipped to me to put in a claim, but I will need to produce a receipt to be reimbursed. I explained we purchased these out of print posters at a small shop in Memphis and did not have a receipt. She explained it would then be left up to UPS to make a decision on a monetary value. Can they throw away my property without permission? How do they decide what is too damaged to return.



Michael of Temecula CA (04/07/08)
I sold a 'like new' counter top convection oven on Ebay to a customer in North Carolina using UPS ground and I paid for shipping insurance. I valued the item at the price I was being paid including packaging and shipping NOT replacement value. The unit was packaged and shipped by Mailboxes4U, the owner/operator of which was with the US Postal Service for more than 20 years and was in management. My customer called me to say that he had not received the unit on the expected date. I followed up and the unit was reported damaged. The unit was sent back to Mailboxes4U and was not repairable for the amount of the insurance. The owner of Mailboxes4U contacted UPS, who flatly stated 'You packaged the item incorrectly we are denying your claim'. I was contacted and asked the owner of Mailboxes4U where in the process of transporting the unit did it become damaged. He told me that it was identified as damaged while on the truck to be delivered to my customer in North Carolina. I told the owner of Mailboxes4U (Eric), this is not an issue of bad packaging it is negligence on the part of the UPS driver.

The unit made it undamaged from California to North Carolina passing through numerous distribution centers only to be damaged just before it was to be delivered. I asked Eric to call UPS back and start the claim process and move it up the chain of command. He did as I asked and a representative told him 'Oh well I can see your point.' The representative sent Eric the claim form. I was asked to gather replacement costs and provide the transaction record from Ebay. The process so far had exceeded the period that Ebay keeps record of my sales history. This was explained to the UPS representative so he asked for a copy of the original purchase receipt. Eric was told that once UPS had the documents they would issue a check in 7 to 10 days. I found the receipt as part of my tax records and had it faxed off. Since then no one will return Eric's calls. I requested copies of the paperwork submitted by Eric and have made my own attempts to resolve the matter. The representative I spoke to said that I needed to get them a copy of my Ebay sales transaction. I told them that was now impossible due to their delays in handling this issue moreover when I purchased the insurance there were no disclosures as to the documents that would be required to substantiate an insurance claim.

I have made every reasonable effort to provide evidence of the value of the unit damaged. I believe that the insurance offered by UPS is a scam used to increase per shipment revenues. To me this is fraudulent in that they take money for a service without defined guidelines for establishing the value of an item and then put the onus on the victim of the damage to justify value after the fact. And even if you jump through all the hoops to provide reasonable proof of value you are treated to denial and runaround so that you give up.

My customer threatened to report me negatively to Ebay and Paypal if he was not paid back. I have been out of work since the closure of my business and so selling my equipment on Ebay is critical to providing for my family. I had to come up with the money to repay my customer in order to protect my perfect selling record. The monies represent 2 weeks of groceries for my family. No big deal if you have a job or have something coming in the near future. But for me this has come at a time when my father who has had a terminal disease has now died and the stresses this situation has added have caused me to develop an ulcer.

Alexei of Los Angeles CA (03/05/08)
Package damaged beyond repair (high end computer system), claim filed. Our complaint against UPS: Unreasonable delays in handling the claim, conflicting responses from UPS, unreasonable demands on shippers: UPS asked the receiver to hold the package for inspection, which he held for 7 days; then picked it up and shipped back to us (receiver). In response to our inquiry, responded that the investigation was complete, and they will be cutting a check. After further inquiry, said the investigation still in progress, and that they would send an inspector. We find it highly unreasonable that UPS, after having the damaged package in their possession for so long, reverted its previous decision without explanation. We believe that UPS should approve the claim. If UPS failed to inspect the package properly, while it was in their possession, then they should approve the claim without further inconvenience to the shipper.

Over $8,000 value lost. Considerable delays on behalf of UPS have had further impact on our business, and business of our customer, estimated at $6000.

Shane of Riverside CA (01/12/08)
I ordered a very large package from Disneyshopping.com that required an additional $65.00 to ship. This package was 4ft x 3ft x 3ft and weighed 72 lbs. It was late in delivery so I called UPS. I was first put on hold and hung up on. Second phone call to corporate told me it was lost and was my responsibility to call the shipper so they could track it. Third phone call told me that it was on the truck and ready to be delivered. Finally after contacting a friend who worked for UPS, it was discovered completely destroyed, and they refused to deliver the package and sent it back to disneyshopping.com.

Disneyshopping sent out a replacement. The exact thing happened again. My item was damaged from mishandling by UPS. When I picked up the package from the UPS office, a courier stated, "Oh I remember that address, we shattered the first one." I don't understand how such a big box could be intentionally damaged two times, except that UPS can't ship anything safely.

My item was demolished the first time and the second time as well. The box was mishandled both times, and unfortunately Disneyshopping.com has no more to replace it with.

Heidi of Bowie MD (11/16/07)
I received two UPS packages that I sent from Florida to my office in Maryland. They arrived in horrible condition despite being marked on all four sides as fragile. The boxes arrived looking as though they had been dropped, kicked around, ripped, and finally taped back up. I took special care to pack these items with all the right materials, new boxes, taped the edges of the boxes and all seams, and to place fragile signs on them with arrows showing which side should face up. I logged a complaint with UPS about the damage before even opening the boxes. They said a driver would be coming by to pick up the boxes and take them to the inspector and instructed us not to open the boxes. They were sent to a local inspector and later shipped back to Florida.

UPS would no longer speak to me, as I was listed as the receiver. Id like to add that speaking to UPS is infuriating. They have a generic answer for everything, are unsympathetic, and leave you feeling so helpless and upset. The shipper (a store I used to ship the merchandise called Pak Mail) had the boxes shipped back to them. I received a call from Pak Mail saying UPS refuses to pay for any damage because their determination was the boxes weren't the right boxes for the weight. Well frankly then they should have refused to take them in the first place. I asked what my recourse was, and she said none because that is their determination. Some of the merchandise was completely damaged.

Some of the merchandise was scratched and has smudges on the outside probably from where the box was ripped open then re-taped by UPS. I took pictures of the boxes when they were delivered. There were gaping holes in the boxes with clear packing tape run around the boxes a few dozen times. I pay a premium to ship my packages with UPS instead of other carriers and because of that I expect a higher level of care and respect in regard to the packages that I ship with UPS.

The contents of the package were kitchen electronics totaling $900. One item, a Cuisinart Griddler, is completely damaged (as a result of being dropped, not packaged improperly). That was $130. The other items were scratched and scuffed and no longer look brand new.

Nagy of Palos Verdes Estates CA (11/16/07)
I returned a TV stand via UPS ground to a store in Costa Mesa CA, in the original packaging; the factory seal and plastic taping intact, never been opened, as agreed upon with the store manager. I provided the value, weight, dimensions, as the original shipping slip was still on the package. I got a phone call from the manager JOE at Sony Style stating that he received the package damaged with the factory seal opened, the box torn apart and retaped, and parts were missing. According to the condition of the package he could not take it as a return.

I called a UPS representative who asked me to fax him a copy of the invoice of the shipment, which I did; and he promised to pick up the box for routine inspection, and everything will me taken care of within 48 hours. It took more than three weeks to pick up the package from the store. Two days later I had a message from Tracy Thomas stating that the package did not qualify for a claim. Again I called a UPS high point, Estella Garcia, who told me the same but she does not know why. She told me I should file a dispute, and she will mail me the forms and that she will hold the package until the claims department handles all the paper work. Next day I found the package dropped in front of my house totally destroyed--taped all over, the box torn, and the driver did not ring the door bell to inform me or to get a signature.

Now I have the damaged package that weighs over a hundred pounds in front of my house, that I cannot use or return or even dispose of: a $432.99 value sitting there for two days. That is not fair.

Sean of Vermillion SD (11/06/07)
On October 26, 2006 I shipped a custom computer to a friend through UPS. I work at a UPS shipping center so I know how to package items. The computer was shipped in a 5/8th inch thick cardboard box with a minimum of 1.5 inches of solid Styrofoam packing around all sides of the case. The computer arrived at its destination 3 days later, and I was informed by my friend that when he opened the box, the computer, all 4 memory sticks, the video card and the sound card were all over inside the case. They had somehow dropped it SO hard that it dislodged all the pci cards and memory cards in the case. The video card (a brand new Geforce 8800 GTX OC 768 mg card approx. $600.00) was beat up so bad it was bent and part of the green board had been broken off. The bar that holds the pci cards in place, which is part of the metal case itself, was bent and broken off the case. I can't even understand how this is possible.

I called UPS and informed them about the damage, and they sent someone to pick the package up for inspection. Several days later I called to c since I work at a UPS shipping store I know how to pack items, iheck on the status of my claim only to be informed that my claim was dismissed because the package was "improperly packaged." This is outrageous. I have since been researching, and it seems that this is UPS policy to automatically deny claims based on improper packing. I will be writing a letter to the BBB and my state's attorney;I think there may be a class action suit waiting to happen here.

I had the package insured for $1500.00; however, when I added all the parts up it was in excess of $2300.00. I got nothing.

Peter of Greenfield MA (11/05/07)
UPS damaged a package that I insured with them and are denying my claim. I will lose $2700.00 in damages plus lost time; I had to go and fix the machine that is a distance of 8 hours from here.

John of Colorado Springs CO (11/02/07)
I am currently working through a claim on property damaged by a UPS driver during a delivery to an address in Grand Rapids, MI. This property was a custom display of five presidential signed baseballs (Former Presidents Richard Nixon, Gerald Ford, Jimmy Carter, Ronald Reagan and George Bush Sr.). The container was clearly marked as being fragile/glass. This container was dropped on the corner, smashing the glass, breaking the shadowbox frame, dislodging two of the baseballs and separating the backing board. Quite a drop!

My first concern is that this package was never delivered. Instead, it was investigated and returned to me--with the historic pieces inside swimming in broken glass. They are all destroyed at this point. The claim was also closed even before the property was returned to me, with no indication it qualified for dispute--reason given to insufficient packaging. This item was encased in 1/2" cardboard, Styrofoam corners and foam padding all around--to UPS standards. How can the public guard against a three foot drop? I would guess most would answer: Just don't use UPS (OOPS).

The display was worth close to $8000.

Michael of Providence RI (10/17/07)
We ship many items all over the US. We strap and shrink them to a pallet. Once UPS freight gets their hands (fork trucks) on it they somehow smash the pallets, then drag the items around. We go through the process of filing a claim--only a fax number--you cannot contact anyone. I take pictures when the shipment leaves and get pictures of the damage, but UPS denies the claim!

I will gladly provide pictures of the damaged product.

Kimberly of East Haven CT (10/09/07)
UPS routinely damages our containers. We asked them to confirm that our packaging was adequate, Mike Smith visited with us and confirmed it was good and should not get damaged in route. Again, a damaged container. My client was the one to inform me of the damages, not UPS. We had insured it for it's value and submitted our claim into UPS for reimbursement.

UPS subsequently denied the claim quoting a UPS tariff/terms that obviously did not apply to our product. Now no one is returning my calls. It's now Oct. 9th, 2007, the refusal to process the claim is dated Sept. 24th, 2007. I have put in multiple calls to UPS as well as Crawford & Company their claims representative.

I will not use UPS for my containers, they have permanently lost my business, which was quite substantial.

UPS destroyed in field. Cost to me $240.00 plus the shipping charge.

Michael of St Petersburg FL (03/03/07)
This is a general complaint about the rough handling of parcels by UPS. They ALWAYS disallow claims by saying that the packing is at fault. I have lost thousands of dollars due to the way UPS operates. There is no way to protect shipments from their gross abuse in the handling of parcels. I have had equipment with metal enclosures delivered to me via FedEx in perfect shape with no packing other than a cardboard box. I shipped the same enclosure with packing and UPS totally destroyed it. This has been going on for years. I am fed up with this and intend to contact the state attorney generals office.

Karen of Fremont CA (05/23/06)
I shipped a computer monitor by UPS in a brand new box to my neice in North Dakota. It was insured for 200.00. When it arrived to it's destination the monitor was cracked and it would not work. I contacted UPS and they refused my claim stating that the package was insufficiently packed. They sent the package back to me. When it arrived the box was all beat up and damaged. Then I had to pay another charge to ship it back to my neice. I never asked them to send it back to me but they did and wouldn't even reimburse me for the shipping costs.

At this point I don't know who else to contact. I feel I should be reimbursed for some of the cost of the computer monitor. It wasn't broken when it was sent so obviously UPS handled it roughly.

David of Bisbee AZ (05/16/06)
I shipped a metal lathe (antique) and it was destroyed in transit. I shipped it in a wodden crate and it should have been okay. When I recieved it back via UPS it was in a cardboard box and destroyed. They don't want to pay the insured value of 500 saying that the packaging was inadiquate. Who removed the lathe from a wooden crate and put ina cardboard box. The lathe weighed 114lbs. Still trying to claim.

I will have to pay the buyer 495 dollars and am left with a pile of scrap iron. I dont have the money to put out because of UPS negligent handling.

Lisa of Fort Worth TX (05/09/06)
I shipped a Nagel double matted framed poster to a buyer of mine. I ship things all the time and half of my positive feedback on ebay mentions the great packing job. I wrapped it in 3-4 layers of bubble wrap and two layers of cardboard. I used half a roll of shipping tape and the price of shipping ended up $12 more than what my customer paid because the added shipping materal increased the weight so much. I followed the tracking on the UPS web site. It was delivered to her town, signed over to the driver, and then 5 hours later it is listed as damaged and shipper will be notified.

Six hours later it stated the buyer had refused the package and it was being returned. I contacted my buyer who was home all day with an injury, and she said it wasn't offered to her. Three hours after that it was listed again as damaged in transit , but they added that it had been discarded. I was never notified. When I saw it had been thrown away I called UPS and they said they wouldn't know anything until I was contacted by a claim agent. I emailed them the next day. I called again the following evening and was given a claim number.

While on the phone, I got an email stating that the delivery hadn't gone to claims yet. I received a fax shortly after stating the poster was insufficiently packaged and they denied the claim. I called them and asked for proof which they couldn't give because they didn't have the package anymore. They asked me to actually fill out a claim form and fax all documentation with it for a review. I got a charge on my paypal account the next day for the return of my item because it was denied by the buyer. I guess it didn't matter the package was thrown away.

I emailed them to take it off because I would fight it through my credit card company and was told they would in a week to ten days. A week after the item was damaged I got a second notice of denial. You would think this was over mega amounts of money they don't want to pay back, but it is over a matter of $100. I wrote paypal and told them they better think again about using them as a preferred shipper because I plan on getting them involved if this goes too much further. I am also going to put an account of this on my listings on ebay on why I refuse to send UPS.

Nancy of Alabaster AL (05/05/06)
I have filed two claims for antiques that was packed and shipped by this UPS Store. I took out insurance and the owner keeps giving me the run-around. I found out today that she is selling the store in about two weeks and is stalling so the new owner will have to deal with it. This is the third damaged item since March that UPS. I didn't take insurance on the first one and lost about $200. That's my fault but I did with these claims and I want my money. Since UPS's name is one that takes the negative hit, I would hope they have some governance over the stores.

Dori of Coralville IA (04/26/06)
I shipped a computer from the UPS Store in North Liberty, IA to my brother in Burnsville, MN on March 9, 2006. It was surrounded by packing peanuts on all sides. I admit it could have been packaged better initially, but somewhere along the way, UPS dropped the package hard enough to dent a metal case through cardboard and two inches of packing peanuts on all sides, and hard enough to knock a CPU fan out of place within that case and break off all the clips. There is considerable damage to the outside box. UPS paid $100 for this claim.

My problem really isn't in regard to this initial damage...it is in regard to damage that occurred DURING THE INSPECTION of this package. Originally, a UPS representative was supposed to go to my brother's home to inspect the package. But before that was scheduled, my brother decided to drive the damaged computer back down to me. He had taken the computer to a repair technician in the Twin Cities, and they had told him they would have to replace the broken CPU fan before they could tell whether there was any additional damage to the computer. My husband is in the computer industry and knows how to fix computers, so my brother wanted my husband to assess the damage. Since the inspection had no yet been scheduled, while my brother was here, we decided to take the package in to the UPS Store for inspection.

Sarah Schoon, owner of the UPS Store, informed us that she couldn’t do the inspection herself. Someone from UPS would come to the store and inspect the package, so we were to leave it with her. I was concerned about leaving the fan just lying loose in the bottom of the case. I was afraid there would be additional damage if the computer was jostled around too much. She assured me it would be “perfectly safe” and that it would not leave the store. She did not give us any kind of receipt. As the day went on, I felt uncomfortable about having left the package without a receipt, so I went back to the store and got my package back. The box had been taped up, but the computer was just lying on top of a bed of Styrofoam peanuts. Somebody had just folded the flaps of the box as best they could over the bulging computer and taped it up like that. They had also put several layers of tape over some of the damage on the outside box, so that damage was not as obvious. But you can still see considerable damage to the side of the box and in the bottom flap of the box.

The following day, Ms. Schoon called me on the phone and told me I needed to bring my computer back so that it could be inspected. Again, I asked whether the computer would remain IN THE STORE, because it was not packaged to be shipped anywhere. The computer was just lying loose in an already damaged box. Again, I expressed my concern about leaving the fan lying loose in the bottom of the case. But Ms. Schoon said it needed to be left as it was received so the inspector could see it. And once again, she assured me the package would not leave the store. I told Ms. Schoon that I would need a receipt this time. She hesitated, but then said she could give me a receipt. So I brought the computer back. Ms. Schoon was not in the store when I returned. I asked her employee for a receipt and she told me she couldn’t give me one. I told her I wouldn’t leave the package without a receipt. So she went to make a phone call. Then she came back and wrote out the details on a plain sheet of paper. That was my receipt.

We heard back from Ms. Schoon over the weekend of April 8-9. UPS would pay $100 and we were to come and pick up the computer. It was at this time that I learned the computer HAD indeed left the store. Ms. Schoon had shipped it to Des Moines. She shipped it without our knowledge, without proper packaging, and with the CPU fan rattling around loose in the bottom of the case. She also made the decision to ship the package to Des Moines, even though there is a UPS site right here in Coralville, and somebody could have inspected it right here.

My husband picked up the computer at the UPS Store on April 10. He asked Ms. Schoon why the computer had left the store when she had assured me it wouldn’t. She denied ever telling me that, then turned her back and walked away. When my husband got the box home, we opened it up and discovered additional damage to the computer. There were more dents on the case. The front panel of the case was now broken off. And when we looked inside, we discovered either somebody had pulled the CPU out of its slot or the fan rattling around inside had knocked it out. Pulling the CPU out destroys a computer. The CPU was just laying loose in the bottom of the case, along with the heavy CPU fan. 

Karen of Conchas Dam NM (12/23/04):
Dec 22 at 4:45 the local UPS lady delivered a water-saturated turning-to-mush cardboard box full of smashed mushy navel oranges. The only thing holding the cardboard fruit box together was the strapping tape. The driver's hands broke through the bottom of the box carrying it! Looked like the box was left out in a snow bank! We just got 2 inches of snow in this area. I have pictures of the smashed mushed-up navel oranges and the wet soft box and its condition. If you had ordered this box of oranges for Christmas you wouldn't be a happy camper!

Emma of Jacksboro TN (12/19/04):
On April 13, 2004, five packages were ground shipped via UPS and insured for potential damages. These packages were picked up in Pennsylvania and inspected by the UPS driver, who confirmed secure packing, and delivered to Tennessee. All five packages were received damaged. Further, my husband received these packages on my behalf, and he reported that the UPS driver seemed disgruntled and that he threw the packages. When my husband heard glass break, he pointed out that the packages were marked "fragile." The driver apparently replied that he didn't care and that it "wasn't [his] problem."

At this point my husband contacted UPS to report these damages and the poor attitude of the driver. UPS refused to accept the report or pay for the damages. I later spoke to an Amanda with UPS, who informed me that one of the packages was not insured (even though I requested that all five be covered). Amanda assured me that UPS would inspect the packages within two days; they did not. She also told me to expect a letter of explanation; it never came.

When I again contacted UPS, they told me to expect an inspector to come and examine the packages. When the inspector arrived (three or four days late), he attributed the damaged packages to exposure to bad weather. The only reason these packages were exposed to such conditions is because I had left them outside awaiting his arrival. As such UPS is refusing to reimburse me for any of the damages caused.

Martha of Villa Rica GA (10/6/04):
The UPS Store packed my computer and printer for shipping. When we moved to our house and opened the boxes my computer was coming loose from its frame; the monitor was completely broken. I spent $160 to have these items shipped in the hopes that they would be packaged properly.

Donna of Bloomfield KY (8/15/04):
I shipped a package from Bardstown, Kentucky to Mount Kisco, New York. The package, which contained a vintage 1950s traffic light, was damaged en route. The lenses, reflectors, bulbs, and top plate were broken. I purchased extra insurance, and when I filed a claim UPS informed me that I had not sufficiently closed the package, and as a result parts had become detached.

There were no parts detached before UPS got it; I used three rolls of tape plus strapping. What is the purpose of purchasing extra insurance if they refuse to pay when the package is damaged? I guess it is to give UPS and their shippers extra pocket money. In my opinion UPS is a rip off. They take your money for a service, and then you are on your own.

Rocco of Mahopac NY (12/11/03):
I was sitting in my living room when I heard a big bang noise on my porch; it was raining and I had the xmas lights on on the front porch. When I went outside a package was thrown at my front door and was lying in the rain and on the floor. I was shocked that a UPS man would do such a thing. My package was a digital camera which waas meant for xmas for my wife. Now when i shake it it sounds like it's in pieces.

Iris of New Orleans (12/12/03):
Paid $78 to pack, ship, and insure for $2000 our computer (CPU only) for delivery to our son at his boarding school in Pennsylvania. Proprietor of the UPS Store did not mention to me, nor is it written on the slip I received, that apparently the only way UPS pays any claims on electronics is if both the box and the item show visible physical damage. If the item is simply dropped and stops functioning (ie computer hard drive) they will not pay claims. The computer worked *perfectly* the day it was shipped to my son's boarding school. It would not even boot upon arrival. The school computer technician says it needs either a new motherboard or a new hard drive, no way to tell. This repair is not worth making given the high cost of these items and the computer is now totally useless.

Kid was without a computer for about six weeks while UPS never came to inspect the machine. They then denied the claim because it "looked ok" (most broken computers do!). We then had to buy a new computer for $800 (did not buy the same quality). Got ZERO satisfaction from the UPS store- proprietor just told me that if UPS cannot "shake" the item and hear loose parts, it is not considered "broken".

Bill of Lumberton NM (3/26/02):
To date UPS has destroyed 7 items and they have refused all the claims. One of the shippers had to take them to small claims to get payment for what they destroyed (Color Laser Printer insured for $2000.00, however I paid for the insurance, the printer, and the shipping, and I couldn't replace the printer for the amount I paid for it. Due to UPS policies they had to pay the shipper, and I got the shaft. I did get the original purchase amount, but the shipper got the remaining insurance amount ($1400.00), not good, since I paid for everything.

UPS has destroyed 5 Refrigeration Compressors that I had shipped to me, it is hard to smash 3/16 inch steel, but UPS did it, they were shipped from Albuquerque, NM., less than 200 miles from my location, still they refused the claims. The last item was a Pioneer Audio/Video Receiver model #VSXD509. They refused the claim again, saying it was not packaged right. It was wrapped in bubble wrap, but it wasn't the wrapping, there was a very heavy object dropped on top of the receiver, smashing the top of the receiver, and crushing the face of the receiver, from the top down. Since they decide their own claims they get you to pay for the insurance, deny the claim, if there is one, and pocket the insurance money.

First I lost the insurance claim, that I paid for, then for every compressor they destroyed it cost me time to remove the broken compressor, and install a new one, the cost of the refrigerant I had to reclaim, the cost of having to pay to recycle the refrigerant, the cost of fuel and welding rod to replace the compressors, and the cost of having to pay for the shipping of the destroyed compressors back to the shipper. The thing that broke the camel's back was the receiver, they refused the claim, and I will never be able to replace the receiver for the price I paid, which this is the second time for this.

They need to be regulated like the USPS, but there are no government agencies that regulate them. They do as they please with nobody to tell them when they are in the wrong. Maybe legislation should write laws to govern them since they actually handle postal material. If they want they lose your items, deny the claim, and make out like a bandit, keeping the item too.

Sharon of Lincolnwood IL (12/6/01):
I went to U.S. Pack and Ship in Clearwater, Florida to ship some items to my home in Illinois. Included among them was an expensive figurine. I insured the figurine for $200 not knowing that it was worth $1,900. When I opened the package the figurine was broken.

I filed a claim with UPS and that is when the fun began. UPS determined that the box was not damaged sufficiently to cause the breakage. They said it must be the fault of the shipper in Florida who also happens to be their agent. The shipper in Florida denied that it did anything wrong in packing my figurine. Apparently, when UPS decides it didn't do anything wrong and the shipper denies any wrong-doing then the claim is denied! The customer is in the hands of two interested parties whose interest is to save money by denying claims.

I can't figure out the logic or basis for denying my claim. I didn't pack the figurine or carry the figurine and I bought insurance in case the shipper or carrier broke my figurine. As I see it, I did everything right and still got screwed. There must be thousands of dissatisfied customers like me because after UPS denies your claim you are refered to some outfit in Texas apparently staffed by big-haired women wearing clunky jewelry whose sole job is to stonewall irate customers.

The lladro figurine belonged to my mother and I inherited it when my father died last August. I am a retired school teacher with 35 years service in Chicago and I do not appreciate being accused of breaking my own expensive figurine to collect a measly 200 dollars.

JoAnne of Brooklyn (11/27/01):
I packed my computer in excess of the guidelines given to me by a UPS representative. It was double boxed with corner solid styrofoam and then styrofoam peanuts were added. It was packed tight. Due to an error by the receiver they refused it and UPS brought it backed damaged.

They sent a claim person who was at my location 3 minutes and complained it was not his job. He was an on site cpu advisor for customers. He refused to photo the corner strips, inside box and all sides of the outside box and left in 3 minutes. When I called UPS they advised the claim was denied (no surprise). Mr Mike K as much as indicated all individual claims are denied. MY claim was denied on the basis of improper packaging. This is a lie. UPS accepted the package, It was marked Computer Fragile this side up.

I need a computer to look for work and for communication with prospective clients. I have taken 4 days off due to UPS errors, lack of professionalism and abuse. I Purchased my computer for $1,600.00 It was the best I could afford. It was my prized possession equipped with all of my requirements. I fairly insured it for $1,000. since I shipped only the CPU Tower. I wrapped it properly and am treated like a fool. My property abused and damaged. This is not just.

They destroyed my property by mishandling and leave me no recourse but small claim court. Why offer insurance which by the way is at the same address as their corporate office, if they refuse to pay claims.

Mike of Clay, NY (7/16/01):
I sold a pair of audiophile loudspeakers to a gentleman in PA. (They were Ohm model F's). I shipped them to him via UPS. Because of the size, they were shipped in 4 boxes. I used the original packaging, so they were packed as Ohm would have packed them from the factory. The speakers were shipped from my workplace. I specified that the speakers were to be insured for $4000.00, as that is an approximate replacement value.

It's worth noting that Ohm model F speakers were only manufactured in MATCHED pairs, and they are no longer in production, so no actual repair or replacement is possible - if one component is damaged, the system is more or less worthless. When the insurance was written, the clerk made it appear that only 2 boxes were covered and 2 boxes were not. You guessed it, one box was destroyed, and it was one of the boxes that (apperently) wasn't covered. UPS's position was that, since the bill of lading did not show insurance coverage on that box, they were only responsible for $100.00 plus shipping cost. My position is: by destroying that box (it contained the actual driver for one speaker enclosure), the whole system was made worthless.

Because of this, I felt that SOMEONE had to make the loss good to the man who purchased the speakers, so, out of my own pocket, I recompensated him. UPS is responsible for the damage, but I had to suffer a financial loss, plus I've been given a good deal of trouble by my employer when I asked them to intervene and support my claim (I think they don't want to anger UPS and have problems with them).

Jeffrey of Kalkaska MI (10/11/00):
I packaged and sent a computer monitor and hard drive to my daughter. The box was a computer box and was padded adequately all the way around. We purchased insurance to cover the cost of damages to the computer should something happen to it. We were told that the computer would arrive within 2-3 days of shipment and were assured the package would receive great care in transit.

We sent it on the 21st of September 2000. It finally arrived at it's destination on October the 2nd. We had to call UPS and get the package tracked in order to locate it and get it to my daughter. My daughter received the box and it was obviously damaged before she ever opened the box. She opened the box and removed the padding to discover a computer monitor that was visably damaged. We immediatly notified UPS of the problem, and are now being told that we will not get any money back on this from the insurance that we purchased because they say we packed it wrong.

The package was NOT packed wrong. It was well padded all the way around and the OUTSIDE of the box which was in PERFECT condition when it left my home was OBVIOUSLY damaged. We found out that the package went to Illinois AFTER going to Dallas Texas, and was left sitting in a warehouse there. We signed no papers stating that we would not get a reimbursment if we "packed it wrong" Nor did they ask to inspect the package prior to accepting it for shipment, KNOWING that we had a computer in there, not ONCE did they even INQUIRE as to how it was packed. We purchased $1300.00 worth of insurance for this package's safe delivery to our daughter.

They sent out an insurance person who took pictures of the computer, the box and then asked questions of my daughter about how the package was padded. She told them that there were clothes in the box and other items. (a blanket, a coat, several heavy sweaters and foam packing peanuts along with several other items of clothing.) He told her that the package was not "properly packed" so we will not get any money back for this. Never mind that it took us almost 2 weeks to the day to get the package to her once they FINALLY located it, and never mond that the box was VISABLY damaged on the outside, showing that the package was more than likely dropped and handled improperly by the company, not to mention that it was left sitting somewhere for days.)

Susan of Naples FL (3/17/02):
My sister built a pc for me last year and shipped it 8/16/2001. I retrieved it from UPS on 8/17 and when I got it home and out of the box there were 2 empty bays evident from the front of the pc. I called my sister to ask if she put in a floppy and a zip drive and she said yes. I took the cover off and the floppy drive was sitting in the back of its bay and the zip drive was completely down, sitting on the motherboard.

I have had nothing but problems and tried to work through all of them for 4 months before the motherboard quit in Jan. 2002 and burned a memory chip. I have the original shipping box and have not fixed the pc although I had an expert look at it to confirm it was damaged. UPS has jerked my claim around since the second week of Jan. 2002 and denied it twice stating that I told them I did not have the shipping box (yes I have it and I told "Maria" that) and also that I had the computer fixed before they could inspect it (no I have not and I also told them that, plus NO ONE has called to set an inspection although they, including someone named "Edwina" keep saying someone will call).

Back to the top |