ComplaintsforMailbox Express Inc.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to mailbox express to ship a sewing machine that I sold on ebay. I like to use a professional shipper to ship an item like this to avoid damage in shipping. The machine was severely damaged in shipping. I had to refund the buyer. I filed a claim and notified mailbox express of the damage. I have been into mailbox express several times over the last two weeks to check on the status of the claim. He claims to have heard nothing from UPS. I checked with UPS and they said that the claim has been approved, but they were waiting on forms from Mailbox express. The damage was reported on July 27th. It has almost a month without resolution. I am upset with the guy at mailbox express for doing a lousy job of packing my item, and then dragging his feet on processing my claim. When I went in this week, I asked for the claim number and he said he could not give it to me because he was not logged in on the computer and could not remember his password. I talked to him today and told him that ups said that they were waiting on him. He claims not to have received any paperwork from ups. I feel that he is lying and I am being put off. The claim is only for $100. He could just write me a check and be done with me. The tracking number is ******************. The claim number is ********.

  Business response

  09/05/2023

  To whom it may concern.

  At Mailbox we do package items well. The fact that UPS approved the $100 claim that Mr. ******** insured the item for shows that the items was packaged correctly. Unfortunately, in the shipping business no matter how well you package an item some (few) do still get damaged. Insurance claims with UPS and Fed EX can take up to two months to go through. My employee was not lying to the customer and is doing all that he can to get the claim resolved. Regarding Mailbox writing Mr. ******** a check. The insurance that Mr. ******** purchased was with UPS not Mailbox Express Inc. A claim can be rejected or can be approved. It appears that this claim was approved. As such UPS will send Mailbox a check for the $100 dollars and we will in return write him a check for the $100 dollars. I hope this helps Mr. ******** understand the process involved when a claim is made.
  Respectfully,

  Daren J*****
  President
  Mailbox Express, Inc.  

  Customer response

  09/06/2023

   
  Complaint: 20516019
  
  I am rejecting this response because  Mr jensen is not correct in what he said.  His employee told me that the claim process would take 4 days, not the two months that mr. jenson claims.  the fact that the claim was approved does not prove that it was packed correctly.  according to ups they always approve the claim when one of their approved stores does the packing.  if it had been packed correctly, it would not have arrived in pieces.  I shipped other items with mailbox express without problem, but they were packed by competent employees, not the current one.  Your employee told me he could not check the status of my claim because he did not know the password to get on the program.  the employee at the ups store cannot get on the ups program?  Liar, incompetent, or both.  He has never apologized for breaking my beautiful sewing machine.  He has no customer service skills.  I have recieved no information about my claim from him, i had to call ups directly.  Mr. Jensen wants me to wait calmly for my ups to send him a check, so he can send me one.  How about this?  Since your employee caused this mess, cut me a check now, and then you can calmly wait for ups.  I paid good money for their expertise and have had nothing but headaches.  Ups told me that they were waiting in mailbox express to finish the claim.  what is the holdup?  the stupid kid running the store might have thrown the paperwork away and i will never get paid.  mailbox express caused this problem and Mr Jensen needs to fix it.
  
  Sincerely,
  
  Richard Skimming

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