ComplaintsforUPS Store - Norwalk

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against *** ***** **** regarding a severely damaged shipment due to negligent packaging. In June 2024, I entrusted the store with the delivery of two valuable ******* porcelain items: a large postamens and a smaller flower holder. While the smaller item arrived intact, the postamens was destroyed due to improper packaging, including the failure to secure a heavy iron bar within the package, which caused extensive damage during transit. Despite adhering to the UPS packaging guidelines, the UPS Store failed to provide adequate cushioning and protection for the fragile item. The store’s negligence directly resulted in the shattering of the ceramic and damage to the enamel. I reported the issue on August 9, 2024, after returning from an overseas trip. However, the store denied my claim, citing a 15-day window for reporting damages. This response is unsatisfactory as it ignores the root cause—substandard packaging by the UPS Store, which did not adhere to UPS’s own guidelines. Despite repeated requests, the store has refused to take responsibility or offer compensation for the damage. I have provided ample evidence, including photographs and documentation, to support my claim. The store’s unwillingness to address this issue has left me with no choice but to escalate the matter. I am seeking compensation for the damaged item, totaling $880, which reflects the fair value of the destroyed postamens. I urge the BBB to intervene and assist in resolving this matter, as the UPS Store’s actions have caused significant financial loss and distress. Thank you for your attention to this issue. I hope for a prompt and fair resolution.

  Business response

  08/21/2024

  Hello 

  This gentleman communicated  with us regarding the damage to his package we shipped. UPS provide pack and ship guaranty provided it sis notified within 15 days of delivery. I am copy pasting my communication with him for your review.

  Thanks

  Mohammad S*****

  *** ***** ****, ******* ************

  Our 2nd reponse to his claim

  From: The UPS Store #**** <*************************>
  Sent: Wednesday, August 14, 2024 8:50 PM
  T** *** ***** ***** *********************
  Subject: Re: Formal Claim for Compensation – Damaged Shipment of ******* Postamens and Flower Holder
  
  ********* ** * ***** ***** ********* ********** ** ********** ******* * ********* ** ** ****** *** * ************ ********** * ***** ****** ***** *** ****** ****
  
  Dear ** *****
  We are sorry to learn that contents of shipment were damaged during the transit, As you are aware, We packed and shipped your items to ** address from UPS Norwalk ** on Friday June 7th , 2024 and the items were delivered on Monday June 10th 2024.  And upon delivery to ** and No damage was discovered or reported to us and package was shipped overseas by different shipper. On August 9th 2024 we received your email stating that contents of one of the Package were damaged. As you are aware, UPS provide pack and ship guaranty provided its reported in within 15 Days of delivery.  UPS was only responsible for the damage or loss up to the delivery address. It was delivered about 2 months ago provided it is reported within 15 days of delivery.  It is hard to determine where and how the contents were damaged, Also it is well over the time limit to report or file a claim.   Unfortunately There's nothing we can do at this point to file the claim for your loss.
  Best Regards
  
  Mohammad S*****
  ###-###-####
  The UPS Store
  *** **** ****
  Norwalk, ** *****

  First Response of his claim when he reported 

  From: The UPS Store #**** <*************************>
  Sent: Friday, August 9, 2024 4:31 PM
  To: *** ***** ***** *********************
  Subject: Re: Formal Claim for Compensation – Damaged Shipment of ******* Postamens and Flower Holder
  
  ********* ** * ***** ***** ********* ********** ** ********** ******* * ********* ** ** ****** *** * ************ ********** * ***** ****** ***** *** ****** **** Good Morning. 
  
  We received your request for a refund on your damaged item. We are sorry that it came damaged in transit. We tried to submit a claim on your behalf to ups, but since it is past the 15 days since the item was delivered UPS is not allowing us to submit the claim. We did call them to see if they would allow it still but they denied it because it was past the 15-day mark. The item was delivered back on June 10th, so we would have had to be informed by June 25th to submit a claim.
  
  We did pack the shipment according to UPS packing standards. The damage could have happened anywhere along transit to its final destination.
  
  We are also attaching the 2024 UPS Tariff/Terms and Conditions of Service for you reference.
  
  Again, we are sorry for the inconvenience of this issue.
  

  Customer response

  08/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

   

  Their response continues to defle** responsibility by citing the 15-day window for filing a claim with UPS, while ignoring the clear negligence in packaging the item. Despite my explicit mention of this in previous communications, your reply offers no explanation as to why UPS Standard packaging guidelines were not adhered to. The failure to use appropriate packaging, which would have prevented the ceramic from shattering and the enamel from being damaged, remains unaddressed and is the root cause of the destruction of my property.
  Sincerely,
  
  ***** *****

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