An update on my UPS saga...

Friday, August 8, 2014

   As you may recall, I had a bit of drama with UPS.  If you don't feel like going back and reading all that here is the brief recap:
      1. I sold this amazing retired piece of MacKenzie Childs pottery on eBay..

2. I shipped it via UPS and it arrived looking like this...

3. I had insured it using UPS's "insurance"
4. I tried to file an insurance claim and had trouble with this.
5. I called UPS and had horrible customer service.
6. I emailed and faxed UPS's top six executives complaining.
7. Shortly after doing this, someone from UPS's corporate office called me and promised to assist me with the claim.

Well, the buyer and I cooperated with UPS. We sent before and after photos of the item and the packaging. We arranged a time for them to go to the buyer's house to survey the damage.  Guess what happened? 

UPS denied the claim! 


The reason was that they claimed that the item was improperly packaged due to the fact that the 100 feet of bubble wrap that I used was of the tiny bubble variety and not the big bubbles! They just ignored the fact that the box looked like it was kicked down a hill when it arrived.

I emailed all six UPS  executives and my current contact, Scott. Here is the email:

I just received a denial of this claim. Needless to say, I am very upset. I used adequate cushioning and double boxed the package. All of this was done in accordance with UPS shipping guidelines. It is obvious that somewhere in the UPS chain this boxed was mishandled. 

My buyer (the recipient) and I fully co operated with the investigation of this claim. We provided photos, proof of value and allowed an inspection.

I would like to appeal this decision. Please advise as to how I can file an appeal. 

After reading online about how UPS denies just about every claim that is filed, I think that UPS is committing fraud. I paid for insurance. I packaged the box according to your own guidelines. I dropped it off in perfect condition at the UPS drop off point inside office depot. What more could I do?

If I am unable to appeal this decision, I will seek legal action and will contact the media. I wrote about this situation last week on my blog which gets 5000 hits per month. My story was already mentioned last weekend at a sales conference for small businesses in Dallas, Texas where 600 small business owners heard about how UPS gives poor customer service. I've also already posted my story on the ebay "seller central" forum. I was really hoping that I could follow up with a blog post explaining how UPS did the right thing and educate my readers about packaging techniques. I guess that this is not happening at this point. 

I feel that this is absolutely insurance fraud and that I have been the victim of a scam. I'm certain that I am not the only one and if this matter is not re-considered, I will be seeking other victims and will consider class action.

Please advise as to the appeals process. 

Well,  I never got answers to the questions in my email, however, UPS did reverse the decision and have now put my claim in line for payment.  Victory! 

I do have to say that my contact at UPS, Scott, was very professional and stayed on top of my case. I am really happy that UPS did the right thing but I'm still confused as to how UPS insurance works. I have reached out to UPS to ask them if they would like to be interviewed on the topic as I think that it would be useful to other sellers but as of yet, they have not responded.

I wish that I knew what to do in the future. Ship with UPS and hope for the best or look for alternates? Does anyone know? This was a long and exhausting ordeal over one (small for UPS) claim.  (big for me!)

  I just sold these
MacKenzie Childs canister Set

and this 

MacKenzie Childs Sugar pot

and really don't know how I am going to ship them. (Probably Post office)


Empress Bee (of the high sea) said...

the only thing i could suggest is let them pack for you. i did that recently when i shipped the scooter i sold.


Anonymous said...

Yeah, that doesn't work either. The people at those stores do an even worse job than anyone else. How do I know? Experience. The only thing that does is let you file a claim a little bit easier because they packed it. With UPS, nobody except for UPS really wins.

Susie said...

Oh Japolina, I love that sugar pot. !! Yes, I was thinking why insure anything??? if they are just going to let it slide. That is fraud and good for you pointing it out to them...what a crock. You know there's people out there that have no clue as to how to get their money...they get the -you know what ! xoxo,Susie

angryparsnip said...

Awful, just awful.
I send boxes to Japan all the time by US post office and it all ways gets there just fine. BUT I don't send the kinds of things you do. Some glasses and small dishes with food in them is about all.
I think what Bee said would be you best bet.
I am so happy you did not back down !

cheers, parsnip

vivian said...

well, at least you win in the end. I mail everything through the post office and cant recall any problems. Good luck with the next batch going out. maybe get some large bubble wrap! lol! (yeah, I know its not really funny.)
happy weekend my friend!

Stephanie said...

When the Post Office ultimately loses your parcels, which they will do, ask them if they know where my mother's cookbook and my wedding photos are. (Sorry I have nothing encouraging to offer relating to shipping and such.)

Anonymous said...

I let UPS store do the packing once, it arrived at the buyer's house damaged. I wish I kept the photo but it takes crazy force to physically twist a hard drive and that's how it arrived. I filed for claims, UPS denied because it wasn't packed well. I argued and showed proof that *they* packed not me. They responded it was still my obligation to ensure it was packed properly. So don't pay these ripoff companies to pack anything, it will never get packed properly and will never get accepted for damage claim.

Courtney [Sweet Turtle Soup] said...

Horror stories no matter which you use! Sadly. At least you made sure your claim was resolved. So send, cross your fingers, and hope for the best! Hopefully they all make it there in one piece...cute pieces too btw.

Kathy said...

How about Fed Ex? No one has mentioned them at all. I know things get to work just fine with Federal Express.

Jade Wright said...

Oh my Gosh..... I am SO sorry.

My job is dealing with freight on extremely valuable art work - some of which is ceramic and my heart literally just shattered for you...

~Lavender Dreamer~ said...

That really stinks, doesn't it! All of your time to get something done and then resolved...time is money! I sure hope things work out! And I hope you have a good week! Hugs, Diane

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