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.
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