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

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 April 21, 2008

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 April 15, 2008

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 April 7, 2008

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 March 5, 2008

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 January 12, 2008

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