UPS - Damaged Shipments

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Kay of Murfreesboro, AR September 8, 2009

To begin with, Mr. Bob M was very nice and did his best with UPS but was unable to help me. I shipped a computerized embroidery machine from Arkansas to Mississippi in July 2008 for repair. I took the unsealed box to the UPS store to allow them to see the machine and the packing inside out. I told Mr. M that the machine was fragile and he assured me it was packaged fine and all it needed was "do not drop" and "fragile" stickers. He added the stickers and sealed the box. I purchased insurance for 2,000.00 for shipping to and from the destination. On the day the machine was delivered back to me I asked the driver to wait while I inspected the box. and reported to him that the machine was broken. It was obviously roughly handled and or dropped and damaged.

I spent 4 months talking back and forth with Mr. M and he with UPS and Crawford Insurance Company, trying to get the damage claim paid. They refused to pay the claim stating that the box was not packaged properly. The box was in fact packed by Mr. M, the owner of the UPS store. I have never received any type of official notification that they would not pay the claim or why. They just acted like it didn't happen.

I took Mr. M and his store to small claims court to try and get them to pay. The judge said that the store was not at fault and that I should sue Crawford Insurance Company and UPS corporate. I am currently in the process of waiting for that court date. UPS has answered me through the Rose Law Firm in Little Rock, Arkansas, and apparently plan to spend more on trying to cheat me than it would have cost to pay the claim. They know that I will have to spend more on attorney fees than the claim is worth. To me, they plan ahead to cheat people.

Ronnie of Littleton, CO September 4, 2009

This year for my birthday, my mom shipped a bedside lamp she thought I'd love (which I would have) via UPS. Unfortunately, when it got to me, it looked like this (YouTube video of destroyed package). My mom went back and forth with UPS but they denied her claim even though she bought the additional insurance. Apparently it also makes no difference that "VERY FRAGILE" was written all over the box in red lettering.

Their response was that it wasn't packaged to UPS standards but there was an inordinate amount of bubble wrap and packaging in the box. The packaging was fairly destroyed and some of it clearly came out of the box through the holes created during delivery. Apparently, this is the shipper's fault. Can anyone explain this to me?

Kate of Evergreen, CO August 27, 2009

I shipped a painting on 8/18/2009 - tracking number 1Z927T8F0398160888. The item was wrapped and boxed very carefully including several layers of cushioning. This was an ebay sale to a customer in Virginia. The customer looked up the tracking info on 8/21 and saw that "the receiver has refused the delivery of the package" on the UPS website. As he was the receiver and the package was never delivered to him he gave me a call. I called UPS and was told the package had been refused by the receiver and was being sent back to me. They also told me that the package had been damaged during delivery and that my claim had already been denied as the packaging did not meet UPS standards. The declared amount was significant.

I let them know that the package had never been delivered and the receiver had not refused the package. Also that I was the customer and I had not put in a claim yet so how could it have already been denied. I called several times over the next few days and was told different things each time - that no claim had been filed and that it had not been denied, while other customer support people told me the exact opposite. No one would give me their name. The painting arrived back on 8/26/2009. It had been completely destroyed - like someone had dropped it out of an airplane. I tried the UPS website to put in a claim but was not allowed to place one. The message was that it was not possible to put in a claim on this package. When I called UPS I was told the original story again that I could not put in a claim -that they had already done an internal investigation and my "claim" was denied. I reminded them that I was the customer and it was my right to put in a claim but was told that I had no right to do so. Again nobody would give me their name.

Leon of Kenosha, WI August 26, 2009

Driver made delivery August 25 to my residence, either while entering drive or leaving drive, maybe both did damage to my flowering plum tree. This is a very meaningful tree to me, and has a great deal of personal value. I am disappointed that the driver never mentioned anything, nor did he make an effort to return to the home and tell me about it. I have many deliveries coming to my home this week all VIA UPS hope we do not experience any further damage while driver is entering and leaving. By the way I left the tree as is should some one like to see the it. I also took photos right after he left.

Curtis of Richardson, TX August 15, 2009

We purchased a 32'Flat Screen. The Picture went blank but there was sound. We were asked to ship the TV to the Warranty Co & we did. We were told that the Power Source was replaced as well as installed a new DVD player which had stopped working. The TV was shipped back to us via UPS only to discover that the TV Screen was shattered upon removing it from the box. We were asked to ship the TV back and that UPS would have to investigate how the TV was damaged. Now we are waiting to find out when our TV will be replaced, and who is responsible.

Kaa of Metairie, LA August 14, 2009

I shipped a framed picture from Metairie, LA using my local UPS Store to my son in New York City. The package was sent to the UPS location at New York, NY for pickup since delivery to his apartment building is very difficult. The package was packaged according to the specifications provided by the UPS store and verified by a UPS representative that I spoke with via the 800 number and it was insured.

UPS managed to break the glass and has now denied the claim saying that it was not properly packaged which I dispute and claiming to have inspected the package which they have not. Their denial is nothing but lies. I am claiming payment of the damages, approximately 50.00 plus return of the shipping charges of 13.35

Charmaine of Mauston, WI August 13, 2009

Sent a bike out to a customer that bought it on E-bay. He never recieved it and was having a fit. Finally UPS drop off at Smith Services called and said the bike is back and all crushed. Yep, it was and taped back together. The seat of the bike looked like it been dragged on the street and the box had holes in it and was part missing and all the packing I had to pack the bike was gone out of the box. Just the bike was in there. The gal at Smith Services even noticed when we sent it that the box was just like new.

I just couldnt deal with it, so my son sent in a complained to UPS viva internet and they checked it out cause I paid for the insurance. And they said the bike was not packed good enough so I dont get the insurance.. 36.00. Well, it was packed well enough but it all was out of the box. I think it fell off the truck and another run over it as how it looked. But anyway UPS will not make good on the insurance. Why pay it, if they are not good for it.

Phil of Chicago, IL August 11, 2009

After selling an expensive item (Chicago Bears Walter Payton Autographed full size helmet) That I purchased Insurance on Friday, July 3, 2009 thru UPS in the amount of a declared value of 2,000.00 at a cost of 34.07. When buyer received item on July 10, 2009 it was destroyed. Buyer returned item to me on July 13, 2009 in original packaging and original box and put box inside of another box for return shipping and received on July 15, 2009.

After receiving item I contacted UPS like I was instructed by UPS Representative to put the claim thru on the insurance but UPS refused to investigate the item and denied claim because it was returned back to me (1st Excuse).

After a phone call to UPS's corporate office on July 17, 2009 I spoke to J. Kinnary, J. advised me to contact UPS's insurance, which is Crawford. I called Crawford on July 17, 2009 and spoke with W. Porterfield, W. asked me to forward pictures of damaged item and packing material and I did. It took 3 attempts and many phone calls on my end to get any responses from Crawford.

Then on July 20, 2009 C. Reed from Crawford called me to tell me the claim was denied, due to the fact that the bubbles that were used were not big enough (2nd excuse). I contacted BBB in Atlanta, GA and filed a complaint on 7/30/09 on 8/3/09 I received a response from BBB that UPS denied the claim again, because item "The item was packaged in a plastic container with no cushioning inside the plastic container" (3rd excuse).

The helmet is in an acrylic case that is designed to hold it secure. The packing of the helmet is as follows: The helmet comes in the acrylic case which is protecting the helmet and the autographed. The case which is containing the helmet had bubble wrap and popcorn to cushion the item entirely, which I have pictures of via e-mail to W. Portfield due to his request of wanting to see pictures of packing material.

At this point I am beside myself. I have also filed a claim with Illinois Attorney General Office. I am hoping someone will hear my case and many others that I found on different pages of the internet and do something about UPS's way of NOT handling claims and making up lies so they don't have to refund peoples money. The helmet is destroyed at the hands of UPS and in the amount of 2000.

Charles of Brooklyn, NY August 5, 2009

I took an antique drop-leaf table to the local UPS shop, had them wrap and package the table and ship it to a family member in Maryland (also fully insured with UPS) in late June 2009. When the shipment arrived, the shipping carton was intact but the table itself was badly damaged (split wood, pieces broken off, etc.). We have not been able to determine how the table was damaged in shipment.

I have called UPS eight (8) times now to schedule an inspection of the shipping carton and contents. Each time I was told that a UPS representative would contact the recipient within 24 hours to schedule an on-site inspection of the carton, wrapping materials and contents. To date (8/4/09), no contact from UPS. This includes today, 8/4/09, when I was told that a UPS representative would contact me (I arranged/paid for shipment) and the recipient. No phone calls received. Clearly, insuring shipments with UPS is a waste of time and money. A total scam, based on my experience so far.

E of fol, CA August 3, 2009

I shipped a 2000 flat screen TV in its original manufacturer unopenend packaging. UPS accepted it and also accepted to insure it. Got a shattered TV and now UPS claims packaging was insufficient. Why did they take it and insure it anyways if it was not sufficient? What a scam.

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