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TROUBLESHOOTERS: UPS customers denied damage claims after failing to follow packing guidelines

READ MORE: TROUBLESHOOTERS: UPS customers denied damage claims after failing to follow packing guidelines
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WILMINGTON, NC (WWAY) -- Insurance offers peace of mind. But two UPS customers say they've had nothing but headaches ever since they filed insurance claims after their items were damaged during shipping. Instead of getting their money, they were denied. So they contacted our Troubleshooters for help.

Tim Dreggors says he is out $400-$600 after he shipped some optic drives to California. Ten of the 15 drives arrived damaged. Since he had insured his package when he dropped it off at the UPS Store in Porters Neck, he was not worried. But UPS denied his claim, because of the way the package was packed.

"Individually wrapped and bubble wrapped, and they were double boxed with bubble wrap and newspaper between the two boxes, and I thought that would be quite sufficient," Dreggors said. "Apparently UPS guidelines request more."

He resubmitted the claim, and UPS denied it again. But there was a mix-up. The denial letter he got this time was actually addressed to a Hampstead woman, who's insurance claim UPS also denied.

That's how he met Cindy Coyne, who is also fighting UPS to get reimbursed for the gift she sent to family in Florida. The box was banged up, and the gift was broken.

"So I am really out the cost of the item, which was $130-something, then the insurance and had no gift come Christmas," Coyne said.

Again, UPS denied an insurance claim saying the package wasn't packed properly. Coyne says she used corkboard, newspaper and bubble wrap.

"Why do you sell insurance that you're not honoring?" Coyne said.

We contacted the owner of the UPS Store, who told us these claims go through the corporate office. We called the UPS Store corporate office and got them to look into both claims again. They told us the shipping company, which is UPS, denied them again. So we made another call. This time, to the UPS corporate office.

A spokesperson told us boxes must be packed according to their exact guidelines, which are so detailed, they even tell you what type of cardboard to use and how thick the cushioning and tape need to be. These two packages did not fit those guidelines.

"People beware," Dreggors said. "Read the fine print, you know? Stipulations. I guess there's a catch to everything."

UPS also added that it's not insurance a customer buys. It's called declared value. If your item is worth more than one-hundred dollars, you can choose to declare a higher value for the item and pay an additional charge.

As for getting that money back, though, as Coyne and Dreggors learned, don't count on it, unless you follow the exact packaging guidelines you can find on the UPS website, or you can pay extra to have the UPS Store package the items for you, and if they're damaged, you are guaranteed your money back.

Disclaimer: Comments posted on this, or any story are opinions of those people posting them, and not the views or opinions of WWAY NewsChannel 3, its management or employees. You can view our comment policy here.

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UPS insurance

All shippers using a UPS store should be aware that if a package is lost or damaged by UPS then the shipper will not be refunded anything. Do not let the insurance fool you.

UPS

Somebody should put a link to this thread in a review at each UPS store web site. Put the little stores where they belong ... "OUT OF BUSINESS"

UPS ruined my studio sound recorder

I shipped a professional recording console to a buyer in MN and I packaged it up very well with extra care and packaging materials. The person receiving the system said that it was damaged in shipping. I did take out insurance on the shipping for the amount of $600.00 which was the purchase price of the buyer and it cost me $121.00 to ship the item. I made a claim after the buyer stated that it was damaged and was told by UPS that the system would be picked up and investigated and returned to me in the packaging that it was sent in. I received the system sitting on my front porch with no box or packaging material and it was wrapped in plastic wrap. When it came back to me it had been destroyed during the return trip. When the buyer got the system he sent me pictures of the system and showed me the damage. It was minor in comparison to the state the system was in upon return. UPS has denied my claim saying that I hadn't packaged it correctly which is totally false and then they returned it to me in worst shape because of the packaging they sent it back to me in. It's strange to me that they said I didn't package it right and then they send it back to me in plastic wrap like you'd wrap your sandwich for lunch in. Seriously, it was the same kind of wrap! This was a vintage hard to find piece of studio equipment and is now good for nothing and I'm out $721.00 because of the flagrant mistreatment during shipping that I even paid insurance for. The damage to my system is so bad that it is obvious to me that it was handled very poorly and they won't stand behind it. There are knobs completely broken off and even screws missing from places that should never even been touched during shipping. Out of 11 fader knobs that are on the unit there are at least 7 of them that have been destroyed or just plain missing. The thick plastic cover that was there that goes over the tape drive was even broken off. There is such damage to the unit that I even feel it was damaged on purpose because you would have had to work at damaging this piece of equipment to the degree that they did it. I took pictures of the unit as it sat on my front porch before I opened it while it was still in the plastic wrap and you can see the damage through the plastic. I then took pictures of all the damaged areas on the system and documented each one with notes and sent it into UPS only to hear that they denied it twice. So how is it ok for them to tell me that they are not going to except my claim because of the way I packaged it and then send it back to me unpackaged and damaged to the point of being destroyed by their hands? It's just amazing to me that this company has any business at all with this sort of business practices. I could have at least had it fixed if they would have sent it back to me shipped in a box and taken care of. Now it's ruined and they won't stand behind it. What good was it for me to buy the extra insurance? I'm getting tired of reading on here where UPS doesn't sell insurance. That's a load of bull crap because I was asked if I wanted to buy insurance. If they aren't calling insurance then their people that are excepting packages shouldn't be asking clients to buy insurance because that's the words they are saying. When one buys insurance they are expecting to get paid a claim when that material is damaged. This is nothing shy of the stealing of my money. I will gladly join anyone else in a lawsuit!

UPS Sells Insurance

Please contact me if you have unresolved complaints with UPS about refusing to pay claims for damaged goods. I want to see if it makes sense to bring a class action lawsuit against UPS for illegally selling insurance and engaging in unfair and deceptive trade practices. UPS can say it does not sell/provide insurance. To me, if it looks like a rose and smells like a rose, then it is a rose. UPS may be trying to get around insurance laws by calling its protection plan something other than insurance. I had a big problem with UPS because they denied a claim for inadequate packaging when my wife shipped a framed, electric guitar signed by Eric Clapton. She went to unbelievable lengths to make sure the guitar was properly packaged. If the package does not meet UPS specifications, then why do they accept the packages? UPS knows that no individual consumer has a big enough claim to file a suit. On the other hand, if you add up all of the damage they cause but don't pay, I bet you will find it is a lot of money. UPS needs to be held accountable for not paying righteous claims.

Denied my claim to

Hi:

I just got denied by UPS as well for the same reason. I sent a professional recording deck to a guy who bought it on e-bay and he told me that it was damaged in shipping so we put a claim in for it. I had bought insurance with the unit being valued at $600.00. The buyer told me that UPS came by and picked up the machine and also the box that I shipped it in along with the other packing material which was styrofoam and heavy duty cardboard. When the unit got back to me it was sitting on my front porch with no box and was simply wrapped up in plastic wrap! By the time it got back to me it was not only damaged more it was destroyed to the point it wouldn't be worth it to try to fix it. It wasn't even taken care of to get it back to me. There was massive damage to the system and there were even 4 screws missing in the unit. I will never use UPS ever again for anything. Yes it sounds like there could be a class action suit put on them with no trouble! I'm IN!

ups claim denied

I'm fighting through the UPS claims process right now.

I shipped a brand new OEM F-150 tailgate to a customer. It was shipped in a box designed specifically for a tailgate with padded bumpers on the bottom that kept the tailgate at least 3" off the bottom of the box. The unit was then wrapped thoroughly in bubble wrap and had similar bumpers at the top corners to keep the unit suspended in the middle of the box without allowing it to touch any side. I also put 4 large red "fragile" labels on the box. I'm confident my packing materials and methods would far exceed UPS's supposed "standards" for packaging.

The tailgate was damaged on the bottom apparently from being slammed down very hard. I'd even dare say it was probably tossed airborne.

UPS has denied my claim as improperly packaged and I have submitted an appeal. I've come to believe it is the inspector's job to deny ALL claims regardless of the situation in order to protect company losses. Right now I'm out $491.05.

UPS should be sued

So, I shipped my TV with UPS, which I realize now was a big mistake. I bought insurance on it because I figured a couple of dollars of protection on a $900 TV was worth it. I talked to three different representatives about the contents of my package and at no point I was told that TVs are not covered for the insurance (yet, they sold me the insurance).

The shipment was supposed to take a week, but I saw no updates for 2 weeks, so I inquired about it. Three weeks later, they tell me they have lost the package. So I file a claim. That is when I am told that because the shipment contained a TV, they can't offer a reimbursement. They happily took the insurance premium knowing fully well that they would not honor it.

So here I am, without my $900 TV, and UPS is charging me $250 in shipping charges for a box they said they lost. If they can't reimburse me for the TV, that's fine - I can accept the fact that they "got" me with the fine print. But what angers me is that they are charging me shipping fees for a package that they agree is lost. At this point, I have gone back and forth with UPS for a month and all I'm getting is a one line canned response. Not sure what to do.

I sold a TV on Amazon it was

I sold a TV on Amazon it was only going a small distance (2 hour drive). They lost it, found it, and then delivered it damaged. Then they picked it up and sent it to their lost and found. Then they kept trying to deliver it to Amazon corporate headquarters and random distribution centers. I kept telling them to send it back to me or it would get lost... guess what happened? They were eventually able to deliver to a machine at Amazon that accepts all of Amazons packages at a location thousands of miles away. Amazon and UPS couldnt locate it after that. They kept denying my claim saying I had no rights to it even though it was my TV, shipping label, and my insurance. The value was $300 and I just settled my small claims lawsuit against them for $664. Lawsuits are the ONLY thing they understand.

I guess I will have to file

I guess I will have to file a lawsuit against them. Great to hear that you got the bastards to pay. There should be a consumer consortium to aggregate all consumer complaints.

UPS Denied my Claim! What?

UPS Denied my Claim! What? they said it was Insured up to 100.00. the value was 115.00. 3 pieces of china broke out of 20 pieces. GIVE ME A BREAK SCAMMERS!! CAN YOU SAY LAWSUIT? you can contact me Anytime you do this.

UPS Lawsuit

Let me know if you have interest in filing a suit against UPS. I had a similar problem when my wife shipped a framed, electric guitar signed by Eric Clapton to our son. She went to great lengths to pack it. The package was badly damaged upon arrival. The claim was denied for inadequate packaging. This looks like a scam to me. I think UPS may be selling insurance illegally. I am an attorney and will check this out carefully. A class action lawsuit on behalf of all consumers who have been damaged by UPS may be the only way justice can be served. UPS knows that nobody can afford to file a suit for $100 or even $1000 in damages. Unless somebody is damaged for at least tens of thousands of dollars, nobody can justify bringing a suit. UPS probably deals with hundreds of thousands or millions of people. The total amount of claims they have denied for faulty packaging is likely astronomical.

I'm in

I'm in, what do you need from me?

seroiusly?

Basically, UPS requires 2 inches of cushion. This includes peanuts, foam and bubble wrap. It doesn't include newspaper or other materials that aren't made for packing. Some tips,don't duct tape your box. It doesn't hold. Don't reuse boxes...it loses structural integrity. Don't use clothing or paper as cushion, bubble wrap your items until you can't feel the item through the wrap. I mean, really, lets look at car insurance. Just because you pay for it, doesn't mean your claim is accepted. There is a process. You can't wrap a vase up in newspaper and stuff clothing around it and expect it to not break. The packages go on conveyor belts, are loaded in and out of trucks that are carrying other packages as well. You can't put a 100lb item in a box only meant to hold 65lbs and expect that the box will hold. And just from shipping experience, the UPS store has a pack and ship deal where if they pack AND ship it, any damages will be paid as long as you can provide the worth of the item. And after reading some comments, how can the ups store know that your package isn't going to make it if you packed it? They aren't psychic and they don't have the right to open your box and look. Get real, people. Stuff happens. I'm sure some of your issues are legitimate but if you can't use common sense when packing a box, whose fault is that? Its not really that complicated...at least 2 inches of cushion and I don't know, use materials that are specifically made for packing.

UPS disaster stories continue

So I shipped via UPS a beautiful, mint pedal steel guitar. The case for the guitar on its own is very heavy duty, of the type you see bands pack their gear in. I packed the guitar so that it was both cushioned and immobilized. I double wrapped it in bubble wrap and double heavy box board. When my friend received the guitar, it had clearly been dropped or thrown from a great height. No packaging could every have saved this guitar from the abuse it took during UPS transport. When the guitar was received, the heavy 5/8" maple body was cracked in 2 places and the guitar was essentially destroyed. I am now going through the claims process. The guitar has a value of $3500, but I valued it for a declared value of $2500. I expect to be denied as everyone generally is. But if they do, UPS will be doing battle with me. I will be taking them to small claims court here in Vermont from where it was shipped and also be contacting the VT Attorney General's Consumer Protection division for their assistance. I have yet to read any good new on UPS paying off damage claims without a protracted battle and much time lost. It is high time for a multi-state class action suit to be filed. We all need to coalesce and petition our respective states' AG's to perform this necessary civic duty.

Wrongfully denied UPS Claim, FRAUD, Negligence

Not true. If UPS packages your item and you have 'declared insurance' on it above the hundred dollars allowed by the Carmack Amendment, UPS still will not pay if they decide it was not packed properly. I have it in writing from Crawford.

UPS uses pushers of great force on the conveyor belts against packages with of variable weight, dimension and size, but the pusher uses the same force causing breakage and packages to fall off of conveyor belts some into deliberate drops. That is why they flippantly state in Crawford writings that they do not honor breakables, fragile or glass markings on packages.(see youtube UPS it's 3 parts)

UPS fraudulently sells "insurance". The clerk never asks you "Do you want declared value?", they ask you "Do you want insurance"? I recorded it on my cell phone 5 times, on 5 separate occasions.

UPS SUCKS and I am following through with my Attorney General's Office in NY. I recommend others to do the same.

UPS - UPS Sucks

UPS is fraudulent, undependable, dishonest, arrogant, thieves and down right liars. If you value your possessions: DO NOT SHIP UPS.
I bought an expensive piece of lab equipment, a Sartorius Analytical Scale. The new replacement version for this model is $5,000.00. We only insured this for $700.00 because this model was an older model valued at $2,000.00. It was packed with bubble wrap, brown paper, and double boxed. The outside was CLEARLY marked: Fragile, Handle with Care. It arrived broken with a big dent in the side of the box. I contacted UPS at 1-800-742-5877, and spoke with Richard. He informed me that someone would contact me within the next 24 hours and come out and inspect the package. No one called and no one arrived.
In one week, I called back at 1-800-742-5877, and was told the same thing. After another week, no one called and no one came by.
The third time I called in, 1-800-651-2352, I asked to speak to a supervisor, her name was Tracy and she worked in Damage Group. Tracy advised me that if I sent in some pictures, they could get things started. I sent in the requested pictures, and waited for a week, with no reply.
I called in again, and they told me I would have to talk to the UPS store in California, because they couldn’t talk to me about the broken package. I then called the person that mailed the package and he told me that I needed to call the insurance claims department and speak with Vera Price at 1 877-225-7625 extension 6141. I called her several times with no answer and finally left 2 messages. She didn’t return either of my calls.
After not getting a return call, I called the UPS store once again, 1-949-248-9150, and spoke with Camille. She told me that the claim had been denied. I told her, I dispute that decision. She said she would re-file it. I have to say, that Camille, from the UPS store, really tried to help me. I waited another week. I called Camille back and she said she hadn’t heard from UPS yet. She said she would call them as soon as I hung up. She called me back within 10 minutes and said the claim had been denied a second time and they will not send anyone out to look at the package because I had sent the pictures in.
I owned an automotive shop for over 25 years. I have spent thousands of dollars shipping through UPS and I can safely say that I will never ship UPS again. I will do my best to warn others about their lack of integrity and blatant thievery. I am going to send this message by regular email to all my friends and ask them to send it to 10 of their friends. Paid advertisement from the insurance money I was not able to recover.

UPS

Did you ever get any satisfaction? I am in the same boat and I'm very frustrated and mad at UPS.

UPS POLICY

I am just starting again with UPS. I sent a 15# package out. When it arrived, it had been damaged and the shipping label re-taped to it. The box now weighs 28# and 4 of the 6 items are missing and had been replaced with 4 truck shock asorbers! Four times I have been promised a return call from claims and that has yet to happen. The claim has been denied saying I did not use a 200# rated box, and did not have 2" of approved packing. Both statements are incorrect as the box is plainly marked as such and I used 2" of approved packing material. I did not get any extra stated value coverage and though my loss is over $700 I feel UPS should pay the $100 standard coverage.
Stuff gets lost and boxes get damaged. It happens.

Here is what burns me the most. I think UPS has a corporate policy of making is as hard as possiable to make a $100 claim. Example: That awful automated phone answering system. Example: Promise after promise of returned phone calls. I really believe that this is a policy to frustrate people so much that they give up. The profit margin is higher on not paying claims than the actual shipping.

I used a UPS store in

I used a UPS store in Denton,TX and because they had to pay my claim(for a damaged item they packed and shipped) they didn't appreciate the increase it had on their insurance and denied me from ever using their location again.

Denton,TX

Let me guess, the one on University Dr?

UPS Damaged TREK Bike, Put Heavy Boxes on Top

Just got an email today from a buyer who sent pictures that UPS had damaged an expensive Trek bicycle that was shipped in the original box from the manufacturer. The fork and sprocket was damaged, as well as scapes all along the bike's frame. When I took the box to the UPS store, I specifically had a conversation with the rep. regarding the value of the bike and how it was light weight and should be handled with car. The bike was shipped in the original box and wrapped in plasic, frame and wheels. I showed the pictures to a different rep. at the same center and he said based on the damage to the box, it appears something in excess of 100 pounds was placed on top of the box. This weight obviously pressed the box to the flow and damaged the frame and sprocket. I will never use UPS again to ship anything! What makes this so irritating is the bike was shipped to me originally using UPS and it arrived with no damage! My claims process has just begun, but if it is denied I will not just give up on this! Lawsuit if I need to, letters to television stations and newspapers, internet postings, etc. I will get the word out about how UPS treats merchandise it handles!

I wish I would have seen

I wish I would have seen this 2 weeks ago. I shipped my specialized fate comp carbon mountain bike to california from Canada and it arrived damaged. The buyer refused to accept it and its being sent back to me, I have no idea when it will arrive and what state it is in. I will be out about $2000.00. The bike was in a bike box from a bike shop, packed accordingly, and they are saying "insufficient packaging". The shitty thing is, I can't really file a claim or anything until the bike arrives back which would take weeks!
I will NEVER ship ups again, what a fraudulent company

Can't accommodate "fragile" or "this end up"

In the midst of filing a claim for destruction of irreplaceable paintings through the UPS Store. Have just spoken to the phone rep and was told that the store didn't label the boxes as "Fragile" or "This End Up" as UPS' sorting process can't accommodate that. So, it looks like they laid our boxes down flat, then put something heavy on top of them. I have shattered glass, broken frames, and torn paintings. If you walk into a UPS store and they tell you, "Yes, we can ship that for you and it will be safe." it's freakin' LIE. Seriously, ship your stuff through a moving service/truck and pack them yourself - you'll be better off. Don't let these clowns near your stuff.

Scammed

To whom it may concern,
I am an "eBay" person. I buy and sell things via eBay with relative frequency. I have a 100% feedback rating after 10 years of business. I package my items well and I send them out within 24 hours after receiving payment. I typically use UPS to ship my items unless it is going to an outlying US territory where USPS is significantly less expensive. I have a UPS Store around the corner from my home (Wahstach St. in Colorado Springs). The ladies there are great and know me. My packages have always arrived on time and in good shape. I have never registered a complaint or filed a claim in those 10 years. It is because of this history that I am disappointed to say that I will never use UPS again.

I recently sent a package from Colorado Springs to Brighton Mass (tracking number below). It had a vintage music recorder in it. I double wrapped the machine in bubble wrap and then filled in the rest of the space with air packaging. There was about 4 to 5 inches on each side. The package was housed in a brand new sturdy box. I took extra care in packaging this item because it is vintage and irreplaceable. When it arrived to the recipient it had a large dent in the back of the metal housing and a piece inside had been knocked loose and was rattling. I had the recipient take photographs of every angle of the machine so that I could verify what had happened before filing a claim. I then contacted UPS customer service and explained what happened.

Issue number 1) Upon calling customer service they explained that they would pick up the package and inspect the packaging materials along with the damage. They never contacted me nor the recipient about when the package would be picked up. So, when a day passed and we heard nothing, we called and they said they attempted to pick it up but nobody was home. Yeah, most people work during the day, so, it's nice to actually communicate with the customer before attempting to pick something up.

Issue number 2) They returned to pickup the package for inspection. I called to make sure they had gotten it. They had and said they would return it to me after it was inspected. I explained that the recipient wanted to keep the item regardless because it is rare and would be hard to find again. So, we wanted it returned to him rather than me. They brought it back to him, but with additional damages (from inspection I am assuming). Now, the front door to the cassette holder was broken off and a knob was cracked in half. Plus, when I called for details of the inspection, they told me they didn't complete it because I "asked them to return it to the recipient". Again, an example of the customer service people not listening and communicating with me at all. Never once did I say that I didn't want it inspected or that they should just break it more and then give it back.

Issue Number 3) After becoming very frustrated over having the item damaged and then damaged again by UPS, I demanded to talk to a manager. I got in touch with someone from the claims inspection group. I explained what had happened and that we needed to have the item inspected and then returned to the recipient. I also explained that the recipient was hesitant to give the package back to UPS given they had damaged it during the first inspection trip. She said she understood and gave me another option of sending in all of the photographs of the damage and the packaging materials and they could inspect those (I might add that she was rather unsympathetic and at times rude). Again we waited for nearly a week. I called and complained. They said they would need to have someone from their claims account processing group contact me. I was called by a woman who told me all further communication would have to be done through my UPS store. Hearing this was odd since that had never been explained before (in the past two weeks), but I agreed. Today, three and a half weeks later, we are being told that the claim was denied.

This process and our package have been handled so monumentally poorly that I see no other recourse than never using UPS again, and running your name through the mud on every social media forum I can find. It's not something I like to do. It's not something I want to do. However, we gave UPS every opportunity to make this situation right. We weren't asking for the full insurance amount. The package was packed properly and the damage was caused by improper handling. Over and over, we explained that we simply wanted the damages done by UPS to be repaired. In reality, this was likely 100$ or less. It's not like this was some grand scam to get 100$ out of UPS. The item cost 45$ to ship! Instead, we were passed around, given incorrect information, and ultimately scammed by UPS. They damaged our item not once, but twice and denied me the very insurance that I purchased for this specific reason. As a customer, I can't imagine being treated any worse. In the end, you've given me a huge headache and cost yourself money in the process. I will not use your services again. My parents, who own a medical supply office will be changing services, and I'm sure my buyer will look elsewhere as well. Not to mention, I will post this email in every corner of the Internet. Why would you do this to a customer with my history of business with you? It makes no sense.

Bravo UPS!

Sincerely,
Ryan Spradlin

Package# 1Z6E965Y0339608969

Damaged package

Dude, you used airbags? They are not meant to protect anything they are only box fillers. I work in an UPS Store and every day I have to explain what is it takes to correctly package fragile items. I even teach a one hour class at the senior center for ebay sellers on how to properly package stuff. People blow me away by thinking paper, air bags and clothing are sufficient buffers for important, fragile items. Think about it, UPS FedEx USPS and DHL ship millions of packages each day. There are idiots out there that throw engine blocks in a used box that goes down a conveyer belt then a slide and into a truck. You must protect against that crap. But I agree that UPS customer service is lame.
Just my two worthless cents

Class action Lawsuit against UPS

If anyone is interested in joining me in a class action lawsuit against these thieves and have kept detailed notes of your interactions with them please contact me at:
neversweatranch@gmail.com
I am already conferring with my attorney and despite the wording of their "contract" I believe that if this were to apear before the Interstate Commerce Commission and a court of law that big brown might do some serious backpedaling.
Everyone welcome, but especially interested in hearing from those accused of fraud (ie)purposely shipping damaged goods for insurance scams. My case was a vintage Gibson guitar. Despite the fact that I can provide sworn testimony from numerous guitar aficionados that the guitar was in excellent condition when it was packed as well as declarations of value from nationally known vintage guitar collectors. These folks are high powered executives with nationally known companies (just the type to help one commit fraud for a few thousand dollars)
Parting thought, My attorney is also a vintage guitar collector and expert.

Hope to hear from all !

UPS Cost Hundreds and Almost Thousands of Dollars

UPS is a sorry, incompetent @$$ "shipper" that should not even be in business. I actually quit using UPS years ago due to constant problems with delays in shipments and deliveries. I never had those problems with Federal Express or the Post office, though.

Anyway, I totaled my car in a bad accident on January 6, 2014. After giving me the runaround, the insurance company finally settled my total-loss claim for several thousand dollars. During the claims process, they had sent me several shipments via UPS that always arrived at least the same DAY they were scheduled to arrive.

Well, right after speaking with the insurance rep, a man I had been talking to about buying another car from called me back. He ended up negotiating a very low price in exchange for a fast sale. The deadline was strict and not negotiable. I agreed, and shortly after paid a deposit of several hundred dollars to hold the car, based on expected delivery date of insurance claims check.

Well... after waiting until 7:30 PM and tracking frantically on UPS.com with no scans since 2 days before in Kentucky, I called UPS customer service. The rep said there was nothing she could tell me. When I asked to speak with her supervisor, she asked me to hold. Upon returning to the line several minutes later, she said she had "checked further" and found that the package would be coming that night before midnight at 12:00.

After waiting 2 more hours with no delivery, I called UPS back and this time a different rep said the package would NOT be delivered that night. She transferred me to her supervisor, who could not tell me anything else, as he could only "go by the scans listed in the transit system." Needless to say, I WAS FURIOUS! Of course, no delivery arrived that night and I lost my deposit paid down on the replacement car.

Upon awakening the next morning, I logged into UPS.com and saw a notation that shocked me senseless. MY INSURANCE CHECK HAD BEEN DELIVERED TO MELBOURNE, AUSTRALIA hours earlier!!!! I was fit to be tied, then. I called the insurance company and UPS and cursed up a storm, screamed, and lost my temper to the point that neighbors heard me several houses away.

The insurance company purportedly put a stop payment on that check and sent me another one. I argued nearly an hour with the insurance rep about not sending it via UPS, and even offered to pay for FedEx or USPS. She said that wasn't possible, because the company used only UPS and had on-site equipment and software set up, etc. just for UPS.

Well, I had no choice but to accept UPS --- AGAIN, as I was the recipient rather than the shipper. I even tried to get the number of scott davis, the CEO of UPS. But nobody claimed to "have that information." Well, what do you expect from a man who takes a 3% raise to a $10.7 salary the same year that employee pensions were cut due to decreased company revenue?

I plan to pursue a claim for damages, but I'm not sure if I would have legal standing to do so as a recipient rather than the shipper. As a law school grad, my first impression is that UPS sole obligation might be to shipper/customer - not 3rd party recipients. BUT I've got to do further legal research. (IF I ever find time, that is). Will keep U "posted" (no pun intended :).

Do you own a time machine?

Because you're going to need it to bring a case before the Interstate Commerce Commission. It was abolished in 1995.

4 boxes of China insured for $250 apiece

We were never notified of any problems until...three of my boxes returned with "refused" on them. I called the recipient and they said the boxes never arrived.
"WOW! Really, who denied them? I dug and dug each time a little more of the truth came out. UPS did the damage (I still don't know how much because they told me to open them. Are you kidding? Then they can say I broke it? I have three now with the fourth that was supposed to be returned two days ago.

Come to find out, they sent all four to their claims dept. and they opened them and then rejected them because they were poorly wrapped. What???? I sent them to replacements. com and have worked with them in the past. I go by their strict guidelines and I'm really upset.

All this happened and I was never notified. I still don't have my fourth box. It's probably the one box that contains my beautiful teapot and coffee pots. One of them is worth approx. $750 alone if I were to be able to even find the pattern and purchase it.

I'm heartbroken. I want to give this information to someone who will listen. I just don't have the money to fight this. I am disabled and that's why I was selling the china in the first place. Secondly, I think they are going to charge me the $120.00 shipping charges on my card.

No one in the claims dept. is getting back to me within the time periods they say they will as to next steps. I'm so upset and angry, I feel like throwing up. We will never use UPS again and yes, when this is resolved, I won't be advertising or recommending for them.

Please keep in touch as I would like to see someone get resolution. I'll also mention that the "fine print" on the back of the tag, can't be read because it's too light and small. :( There's only one phone and it's only a claims/customer service call center number. The representative tells me he has no other phone number to transfer me to a claims supervisor.

Please shoot me a quick reply that you got this. I'm happy to jump aboard your suit, I just don't have any money to help you. But, you can certainly use my story.

Again, my email, coloradopolly@yahoo.com and my home phone is 719-487-3305

Sincerely,
Paulette L. Harris.