posted on December 2, 2000 05:17:07 AM
Last month had an auction for an older light fixture with five interesting vaseline glass shades. Large item - packed in two boxes. As luck would have it, one of the shades arrived broken. Customer was very understanding and said the shades were packed well. I made arrangements for UPS to pick up both packages and have them inspected and returned to me. Packages finally returned this week. I called UPS to find out the status of the damage claim. They told me the claim was denied for insufficient packing. Well, the shades were extremely well packed and this did not make sense. The packages were returned to me sealed with 3/4" reinforced tape. I emailed the buyer and asked him if he had sealed the packages before UPS picked them up. He responded that he had sealed them with 3/4" reinforced tape. This was his response - I had not told him what kind of tape was used. Bottom line - UPS rejected the claim without even looking at the contents!! I found this to be amazing. Have contacted the district rep and am waiting for an answer. Has anyone had similar experiences with UPS where a claim was denied without UPS even inspecting the contents?
posted on December 2, 2000 05:28:01 AM
I have never had a claim with them. I think their methods stink, and I quit doing business with them some time ago.
Did they inspect the package when it was checked in for shipping? If so, their stance of "insufficient packaging" is totally lame and bogus, even if they failed to look at it after the breakage.
If you like carriers other than US Postal, I recommend Fed Ex. Recently I shipped 4 fragile packages that totaled up to 3100.00 in value, no problems, no breakage, and no B.S. other than having to talk to the counter lady's supervisor to get insurance coverage straightened out. Their rates, for Fed Ex Ground anyway, are very reasonable.
posted on December 2, 2000 06:27:10 AM
I have only had 2 claims with UPS and have found that if the item is $100.00 or less they do not generally fight it. 1 was less and the other was over. The one over I will give you the nightmare. When the buyer received it there was some damage and they were willing to settle for $150.00 for repairs, but not UPS. When the package was picked up to be returned to me it was just taped up and returned to me and damaged again. Only I did not know that there was more damage then what was there before. After working with UPS and the buyer we settled on UPS paying $100.00 and me $50.00, I was a little at fault on packing and excepted that since at that time I did not double box. I then send the item back to the buyer and paid for shipping again. When the buyer got the package back it was determined that when it was shipped back to me in the original return that UPS packing caused the additional damage. The UPS rep had seen the piece before it was returned to me and after all was said and done they did settle with the buyer. After this experience I have always double boxed items and do over kill on fragile items. A friend told me that you should not let a driver just pick up and item for a claim and you should request an inpection with antiques. Generally UPS just returns the package to the seller, mostly mail order stuff and goes from there. The rep that I worked with for NC was quite good and because he had actually seen the item on the original inspection this was my only saving grace. It sounds like you did wrap good and sometimes you just have to keep at it. You may have a grip since it sounds like they did not even inspect it. I have probably shipped breakable furniture over 100 times and have not had 1 claims since double boxing. Good luck and hang in there, it may be tough, you will learn from this, at least I did and other then UPS have 2 oversize shipping rates I truly do like using them.
[ edited by loomisbs on Dec 2, 2000 06:28 AM ]
[ edited by loomisbs on Dec 2, 2000 06:31 AM ]
posted on December 2, 2000 06:53:03 AM
tabularosa, were the packages insured for extra value over $100? If UPS allowed you to purchase this insurance, my understanding is that they will have to pay the claim. This was told to me by my UPS area representice and confirmed by the region supervisor. Of course, with UPS, it seems that each region, or even shipping facility seems to have their own rules, or make them up as they go along. About a year ago, my area UPS quit accepting antiques and fragile items for shipment without a physical inspection by the UPS supervisor at the facility. That is, they would ship, but unless inspected for packing, will not allow insurance, and marks it "AT SHIPPER'S RISK" which means no reimbursement in case of damage. I know other UPS facilitys in the country refuse to accept fragile items for shipment at all, because a seller notified me that his facility refused to accept a fragile shipment from an auction that I had won. This was a couple of years ago, and before my own area UPS initiated their own inspection policy. I used to like UPS and use them almost exclusively because of their reliability, and inexpensive shipping for heavy items. The only thing, is that one HAS to pack EXTREMELY well with them, as I think packages are "manhandled" a little more than with USPS. I rarely use them now, because of their shipping and insurance policies. For what it's worth, I believe their cracking down on insurance claims are because their claims skyrocketed due to ebay. I would get items wrapped in 2 sheets of newsprint, and with maybe 6 peanuts in the box. Still and all, I miss seeing our UPS guy as much as I used to. We've had the same delivery guy for 5 years, and he's become almost like family.
posted on December 2, 2000 07:19:31 AM
I sell china to Replacements, and I have to use UPS because they are tons cheaper than the USPS on these heavy packages. I just got a notice from Replacements that UPS will now inspect all damage claims exceeding $25. It used to be $100, so they are obviously "cracking down" on insurance claims. I see this as just a way to screw us small shippers, as they will most likely deny every claim, no matter how well-packed the item is. (and believe me, I pack 'em to survive!) I was always a big UPS fan, but now I can take them or leave them. EVERY package that I receive at my house via UPS is dented, crushed, nearly open, holes kicked in the sides, etc. And I mean EVERY package. If they are unwilling to train their employees in safe handling methods, then I won't use them except when I have to. A year or so ago, the clerk at the customer counter began stamping all receipts with a "No breakable items inside" rubber stamp. When I protested, noting that I had china in the boxes, he said it merely meant that the box was packed well enough to survive a fall of about 6 feet. BULL! I knew it meant that if I filed a claim, they would throw that rubber stamp back in my face and say I lied. So now I put big FRAGILE stickers on all my boxes, and he can't rubber stamp the receipts any more! Bottom line is I use UPS as little as possible. I hear you get much better treatment if you are one of their regular pick-up stops and ship a lot of stuff with them.
posted on December 2, 2000 07:32:05 AM
In response to some questions:
Packages were not dropped off at UPS counter. We have daily UPS pickup at home. We ship a fair amount via UPS. Package was insured for $175. Everything double boxed. Anything of value is always wrapped in bubble or foam and double boxed. The really annoying thing in this instance is the proof that they never inspected the package before denying the claim.
posted on December 2, 2000 07:55:50 AM
Well Tabularosa, if you have a pickup account, are a regular customer, and they still are trying to screw you, that speaks volumes about UPS.
Anyone that uses them to ship anything valuable should check out other options.
posted on December 2, 2000 09:03:45 AM
Loosecannon, we have had our UPS account with daily pickup for over 2 years. The fact that they accept a package for shipping does not guarantee they will pay an insurance claim as is apparently the case with the counter dropoff service. The drivers we have had have been great. The service apparently deteriorates rapidly once the drivers drop off their loads at the central site.
posted on December 2, 2000 09:35:36 AM
I heard that their policy is that if the outer box is not damaged, then the packaging was insufficient and your claim will be denied. If the outer box was not damaged, then there was really no reason for them to inspect the contents.
And, I don't know if it's the same everywhere else, but my local UPS branch does not ship anything made of glass, unless it was packed at one of their approved packaging locations.
posted on December 2, 2000 04:02:50 PM
In the past year, I have received 2 ebay packages with broken contents. Not once did any UPS person come to my business to inspect the item.
I still have one package with broken contents from one month ago sitting on a shelf at my shop.UPS has made deliveries since but the delivery guy is not interested in seeing the broken contents and says a UPS person will be in touch.
I do not ship UPS as in my business ( I am a florist)too many items sent UPS have arrived broken- vases, gift items etc.
I would say that out of breakable items UPS has sent to me about 75% arrive broken.
When I order items most wholesalers send UPS so I now only order unbreakable items and buy my vases locally.
Lauren
[ edited by lsst on Dec 2, 2000 04:07 PM ]
[ edited by lsst on Dec 2, 2000 04:08 PM ]
