
I’m happy to say that the ordeal with the idiots at a Philly UPS store over their shoddy packing job on 2 of these antique keystones was finally resolved last month, but it took SIX MONTHS of runarounds with these morons to finally get them to pay for the damage claim.
Readers may remember my April post here about the 2 keystones I bought at a live auction, total was $1005.00 I contacted a local UPS store to the auction house to pick them up,double box and ship to me with $400 extra insurance each. They FAILED to double box, and what’s more they also failed to even add insurance. In addition the 21″ long keystones were jammed into boxes that were only 20″ long- c’mon talk talk about incompentant!
UPS gave the runaround telling to contact the shipper, the shipper said they were waiting for UPS though I KNEW UPS would never pay on this claim- the boxes never even met their minimum required standards.
I would up doing a charge-back on the shipping $285 and then after 4 months they sent me a check overnight air for $330 or so which they stated was what UPS required them to pay and they considered the claim closed..
UH UH! not so fast! thats a good start but where is the other $400 due?
No response, so aside from contacting UPS corporate, UPSstore franchise corporate yet again, I started business 30 day invoicing the store for that $400 plus interest. Their response was to send a certified letter saying they considered the claim complete but for my “trouble” offered me 10% discount on future shipping thru them, LOL!! oh my God, could they really be that daft?
They just smashed 2 antiques due to their mistakes, denied culpability for at this time 5 months and they think I would ship with them again???
Well, another month went by now over 6 months after the claim was filed, and I was fed up with the whole thing, so I put the whole fiasco with photos on the web and then emailed the store, the head offices, the franchise corporate offices, the investor relations, the media contacts for UPS and the store, and cc’d every one of their franchise competitors within a 20 mile radius and said this is what happened, these are the photos and their response, and this is how this store does business and handles problems they caused.
I said my claim for the remainder of $400 due is still outstanding on 60 days past due.
Within 2 days the store contacted me and said they would sent the check overnight air if I agreed to take the page down.
I said, fine, soon as the check is in my hand and clears the page will be removed. The check came, cleared and I honored my promiss, case closed.
What really galled me was their whole attitude was one of they paid half of the claim so that is enough, basically expecting me to foot the bill for their employee’s total screwup.
Hey, I understand things get broken, things fall off the loading dock, forklifts run into shipments, shit happens, but geez, when I said in writing I wanted these double boxed, add $400 insurance each, and they didnt do either thing, it’s not my fault and I should not have to pay a cent for that. When they billed me $285 for pack and ship, I thought they had done the job right.
Their attitude all along too was one of being very happy to let UPS pay the claim instead of taking responsibility themselves, but in the end I am glad they wound up paying out of pocket which I hope teaches them a lesson that next time the follow client instructions and do the job right.
It wasn’t the lousy $400 so much as ensuring they took responsibility personally for this and not passing the buck to an innocent carrier- UPS.
UPS sucks that’s why I don’t outbound ship with them, but this was clearly not UPS’s fault.
Randall on December 11th 2009 in Architectural models