posted on May 24, 2001 06:17:18 PM new
Today, I received my third letter in two weeks for items damaged by the Post Office or Federal Express or UPS. I have been packaging and shipping items for 2 years now with no problems until this past few weeks.
First, a glass prism lamp via USPS - spent almost an hour protecting the prisms, bubble wrapping several times around and I even went so far to ship it in a box that said in large letters on all 4 sides "GLASS". Buyer notifies me, item was destroyed. Prism's didn't get damaged - lamp was destroyed from the bottom up.
Second, ship an ogee mirror via Federal Express - Double wall boxed, bubble wrapped with another layer of cardboard in front of the glass, etc. Buyer calls me, Fed Express is sending the package back to me, as it was so damaged they didn't even want to deliver it to the buyer. I receive it back (glass has been removed from the package). The frame looks like a Mack truck drove over it - gouges and chunks missing all over.
Third, ship a miniature case piece via USPS - again used the same precautions with packaging. The buyer has indicated he wants me to package it well, as two of the miniatures he previously purchased were destroyed by UPS. So, I send it via USPS when it would have cost less to send it UPS, but I was afraid after his recent experiences that UPS was not the best option. Today, buyer emails me that the miniature was essentially destroyed and post office kept the item and took his claim.
All of these items were in the $200-$400 range, were insured, marked fragile and packaged very well. This is getting to be a nightmare - I am almost afraid to look at my email anymore.
Is anyone else experiencing this same problem, or am I the only lucky one? I am beginning to think Mailboxes, etc. is worth the extra money?
It appears to be a bad month for me all the way around with eBay transactions. This is just the cream on the top of other problems (i.e., buyer doesn't want the item anymore, etc. etc.).
I am just venting, but would like to know if others are experiencing any unusually high incidents of damage. In each case above (with the exception of the mirror), the buyers have advised that the box was damaged before they even opened it.
posted on May 24, 2001 07:55:24 PM new
My best one was with the PO. Buyer notified me the item was delivered damaged. It was sent in a bubble wrap envelope. But the crazy thing was, he said it actually had tire tracks on it ! When they run over it, it doesn't matter how well you packaged it !
posted on May 24, 2001 08:03:25 PM new
I've shipped primarily with PO and UPS and find it comes in "waves". I go through periods of 3-4 things broken in a month, and then I'll go a couple of months without any breakage. The best explanations given to me have been the following:
1. No matter how well you package the item, you never know when the large 70 pound (++) package is going to land on top of it.
2. My UPS guy told me to understand that when the large trucks have the packages, they are about 4 feet off the ground and yes, your packages are basically pushed off the edge... again, with the possibility of that unknown 70 + pound package landing on top of it. If the fall doesn't break your item, the next one to land on top, will.
Now, I take this into consideration with my items, but there have been a couple of that have broken that I'm sorry... NO WAY - One was a set of crazed dishes that I couldn't believe the buyer paid what she bid... but she did. I suspect she didn't read the auction text well enough to realize the state of the dishes till AFTER she received them. I don't know if this is a possibility with your buyers, but especially with under $100 items and UPS... I have found with my breakage that UPS doesn't request the box or contents. They tell you they "may" want it and to save it for five business days. I have yet to see them claim it. So, if you are faced with an unethical buyer who knows this, what's to stop them? While I enjoy the ease of UPS claims, I realize the potential for dishonesty. I have had two occasions to question the honesty of the buyer, but I leave that to UPS. I've wondered, but ultimately, I feel it is up to them.
I might suggest double boxing certain items if you can. I have yet to see a double boxed item get broken.
Also, I know you wrote Glass on all sides, but I had a cousin who worked for UPS and he said - put it above the label... that's the side they look at, and use "glass" not "fragile". He said EVERYONE writes Fragile... and to him it was no big deal... but "Glass" - that might hurt him! (This, he took notice of!)
I hope I've been able to provide you with more food for thought. I pick up so much info on these boards, and like being able to at least think... I'm helping someone else!
posted on May 24, 2001 08:46:46 PM new
Just tracked my latest UPS package. The idiots at the local state distribution center has begun to scan the destination as the one for the sender, so my order went back to the vendor.
The vendor has sent emails to the rocket scientists at UPS; hopefully I will get my package....
posted on May 24, 2001 10:20:55 PM new
Zena,
Believe it or not since I stopped marking packages FRAGILE everything gets there just fine.
Here's a tip. Don't mark it fragile.
When disgruntled employees see it, they intentionally destroy the package knowing their employer will have to pay.
It's their sick way of getting back since they feel they have no other power.
They are right. They have no power if you don't let them know.
posted on May 24, 2001 10:29:29 PM new
I have had a three USPS packages damaged in the last month and never had problems before. I asked my post office lady about it and she actually told me not to mark them FRAGILE, because of the reason stated above. Like someone said, it comes in waves - and I've just ran into a freakin' Sunami!
posted on May 24, 2001 10:37:59 PM new
i just read an email from a buyer, a nice lass who has bought books from me before. She is filing the claim with the USPS tomorrow, and the 1812 copy of "Pilgrims' Progress", that was in G+ condition, arrivedjammed into her mailbox so tight the spine cracked and pages tore and were mashed, even though it was in a bubble mailer that I reinforced with 2 layers of card board...I am begining to think, as this is the 6th item damaged in 7 weeks, that I may just hand deliver everything, or hire some college kid who needs extra $$ to hop on a pony and RIDE!!!
Rick
In the begining, God created the heavens and the earth.
posted on May 25, 2001 04:46:55 AM new
Thanks everyone for your posts. I feel better knowing I am not the only one.
The part about marking them fragile is a good point, as I just started marking everything fragile and it seems as though everything is getting damaged. Unfortunately some of the carriers will not pay for a damage claim if you have fragile items inside and do not clearly mark the box. Since I am dealing in hundreds here, I want to ensure claims are paid, so I am caught between a hard place and a rock.
In addition to all of this lately. Two packages that FedEx picked up had to have the new owners track down where they eventually delivered them. One lady even went so far as to drive two miles to go get her package from the misdelivered address. Another lady found that FedEx dropped the package about half way through the trip and forgot to keep it going through the chain of cycle until it was completely delivered. So, after the experience with the mirror recently, I decided Fed Ex, although cheaper was terrible.
Just seems to be my month for problems. Shipping problems are not the only disasters I have had with eBay sales this month. I think EG's customers are becoming mine.
posted on May 25, 2001 05:23:51 AM new
Xenainfla --
I have had Federal Express GROUND deliver my
packages to the wrong place so many times that
I will no longer use them ...
however, I have NEVER had this problem with
Federal Express, just FedEx GROUND.
One hint I might add for making it harder
for the postal employees to break your stuff
is to use as large a box as possible --
it's harder to drive over a big box than
a little one. The only time I have problems
with UPS is when something is heavy ... every time I receive a box that weighs over
45 pounds it's damaged -- I think they must
move them around on the ground with fork lifts or something ...
I agree about FedEx GROUND...it's not the same service as FedEx Priority. You probably know it's the old RPS that FedEx took over last year.
I've noticed the Ground system is not yet computerized. The FedEx employees at our main office seem disgruntled to take Ground shipments. I had one tell me that Ground service "was a courtsey" and they were "mainly a priority express shipper".
They do tend to misroute packages. Had a monitor returned from Texas because they put it "on the wrong pile"...the return to shipper vs. the redelivery attempt pile.
I had another monitor, shipped in the original factory carton that was working fine here in Ohio, and was DOA in California. Nothing but a good jolt would cause that. The best result was the buyer got an RMA from the monitor manufacturer! He was the most reasonable buyer I've ever encountered.
On the upside, they are so much cheaper than UPS.
[ edited by zypher on May 25, 2001 06:22 AM ]
posted on May 25, 2001 06:40:21 AM new
I no longer use UPS as they tend to damage EVERYTHING that I send through them.
A 52 piece flatware set in sterling silver comes to mind. Sheets of bubble wrap inside the box that held the flatware, top and bottom, outside of box double bubble wrapped (no, not Double Bubble bubble gum :^) ),5 inches of foam peanuts on all sides instead of the 2 inches they recommend, and double boxed with double corrugated cardboard.
Even with all of this, they managed to bend every piece of flatware to a 90 degree angle, destroy the case, and then run me around on the claim for 4 months.
posted on May 25, 2001 07:11:25 AM new
Rick (DDICffe)!
I can't believe you'd send an old book, fragile and valuable in just a bubble envelope and cardboard!!
Please try this; adjust book nice and square, wrap hospital-style in lightweight paper, tape securely. At this point if book is going overseas I place in a plastic bag with a note showing through; "PLEASE REMOVE PLASTIC IMMEDIATELY AS PLASTIC IS BAD FOR BOOKS, THANK YOU". Cut a strip of cardboard 1/2" wider than book and circumferance plus 2 or 3 inches. Wrap cardboard around, tape securely. Box it up in a box that fits as closely as possible, fill any gaps in corners with peanuts, bubblewrap or rolled up strips of cardboard. Close box and holding it to your ear shake it to be sure book isn't moving. If it seems secure, shake HARD. If there is sliding put in more filler until it cannot move. Tape very securely. When I am short on time, or short on appropriate flat cardboard I just use two cardboard book mailers, one inside the other, double boxed. This wrapping shouldn't take more than 5 or 10 minutes each, some books fight you every second some seem to be more willing to go! I'm currently wraping about 60 to 75 books a week.
Not every book gets double wrapped/boxed like this. It is a judgement call considering the age, condition, and value. All of my books $8.00 and up get the paper wrap and a box. Below that 2 layers of cardboard and manilla envelope, securely taped.
It was driving me nutso trying to find enough clean cardboard boxes to cut up, plus it is hard on my hands. Now I buy my boxes and only custom box the really large ones which I don't keep a supply of boxes. The boxes for a 6 5/8 X 9 5/8 X 1 3/4" deep cost me 44 cents in bundles of 100. Yes they take room to store, and yes they run my postage a bit higher.
posted on May 25, 2001 07:17:42 AM new
Last 2 items I shipped through UPS have been damaged. On the $200+ item they said"your packing was good"but we are denying the claim.
The item that is to be fixed...the claim was approved over 4 months ago and I have yet to see any $ or paperwork. I've called them(and so has the buyer)and they keep saying"we'll get it out today".
My lesson; I will NEVER use UPS again.
posted on May 26, 2001 04:52:05 AM new
I just wanted to say thanks to all who shared their recent WAR stories. This business is difficult enough without having this aggravation added on to it. Now, I understand why the Post Office and UPS keep raising their rates - it is to cover all their loss claims. With a little employee training, they could save themselves alot of money.
In the meantime, I am sending all packages with "my fingers crossed."
posted on May 26, 2001 10:51:41 AM new
Even with a box marked fragile, assume the box will be tossed about, and not necessarily because of disgruntled employees.
At UPS the sorting begins where workers take packages off one conveyor belt and toss them to another conveyor belt according to destination. It is very fast paced and time to gently set boxes down likely never happens. The loading of packages onto the trucks are a more gentle matter. They are placed (not tossed) to maximize space and to minimize weight loads on corners of boxes.
