Complaints

• Initial Complaint

  01/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In November, 2022, I had artwork shipped from Greeley Store 1654 to my home in ****** ******* **. I had the artwork insured for $1200. UPS Tracking = 1ZE18F524214319411 UPS Greeley Contact = Caitlyn | ************ | ************************* The art work arrived damaged. I Filed a claim with the UPS Store. Since then I have heard nothing from the UPS Store. When I call the phone number, it informs me the line is in use and disconnects. My emails are not responded to. I have been in touch with UPS at least six times. and in two occasions Tate and A**** assured me they are working on it. When I called UPS today (************) they recommended they can see where I have submitted a claim, but it is up to the Greeley UPS store to complete the work. Today, I was told to contact the UPS corporate number at ************ and voice a complaint. I am running out of ways to try and resolve this myself. I am hoping maybe BBB might have a contact that can get this situation the right individual.

  

  Business response

  01/10/2023

  The complaint by Mr. *** was initiated AFTER he had been told that UPS needed an outside validation of his artwork piece.  He has admitted that he never had it appraised or had a replacement frame valued.  We are in the process of trying to get a comparable, currently available framed copy of the same painting (57,500 copies printed) evaluated by UPS for a qualified damage claim.  Originally Mr. *** filed the damage claim directly with UPS and surrendered the damaged shipment (box, packaging, and framed print) to UPS directly in his claim attempt BEFORE he approached The UPS Store (which within UPS as a whole is a different path) that usually results in a quicker decision on the claim.

  We have done this during the busiest time of the shipping year and the UPS damage claims department is swamped, but he is impatient and wants his incomplete claim processed.  We have done what we can to legitimately improve his chances for a claim to be approved, but UPS has the final decision.  He is also under a false assumption that he paid for "insurance", but the correct term is declared value which UPS has defined as a limitation of liability and was included in the Parcel Shipping Order he signed when he brought the piece to be shipped at the store.

  If we are successful with the UPS Claims Department we will certainly let him know.

  Paul P******

  The UPS Store 1654

  Greeley, CO

   

   

  Customer response

  01/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  My P****** - thank you for your response to my inquiry. I reject this response not because your points are incorrect, but because the issue has not been resolved. 
  
  I sincerely apologize that I did not know the proper procedure to file a claim.  It is not intuitively obvious that ups.com and theupsstore.com are distinct entities.  I thought I was dealing with a unified UPS network.  Had I known the difference I would have approached this matter in a different way.  
  
  And I truly apologize if I appear I am impatient.  The items were shipped on November 11, 2022.  I am just trying to understand where things are in the process.  Your phone line is always busy, and my emails have gone unanswered.  What other options do I have to get your attention then to have outside entities engage on my behalf?
  
  And I apologize that I mis-understood the "insurance" part, but that is what James, your employee, called it.  It is also called a pack and ship guarantee on your paperwork.  I even went out and had custom boxes created at James' request to ensure the items would have the most protection possible.  It is easy to assume that what I paid for would cover the items for damage and loss.
  
  What can I do to bring resolution to this situation?
  
  Regards,
  
  ******* ***

  

  Business response

  01/28/2023

   I understand how frustrated Mr. *** is with the pace of the UPS damage/lost package claims process.  Believe me our store managers and I share that frustration since it should be reasonable to expect an outcome within 30 days. Each claim is different with its own issues and the UPS Claims department puts each claim through its standard rigorous evaluation process in the same way with the proof of value being the sticking point in most cases.

   Since my first response to your complaint on January 10, 2023, UPS has made a determination that the claim met its test for validity and that information was supplied which would allow them to act on the claim.  The issue of what the art piece was valued at dragged it out since Mr. *** didn't have an independent appraisal of its worth as framed.  Based on what was available in today's market for the same framed print, UPS valued it at $575.00 which is what they are doing to settle the claim for.  Before writing this response I checked the claim website which said the claim was approved January 25, 2023 for the $575.00.  Normally for UPS Store shipped packages the claim check is sent to the shipping UPS Store from five to seven business days after date of approval.  Since Mr. *** originated the claim directly and I have not seen this path before, UPS may send the check directly to him, but I am not sure.  If the check comes to the store we will contact him quickly to get it to him.

  I am sorry the process has taken as long as it did, but hope that this will bring Mr. *** closure.

   

  Paul P******

  The UPS Store #1654

  Greeley, CO

   

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and acquiesce this is the only solution the organization is willing to pursue.  Does anyone know where the original art work might be?
  
  Regards,
  
  ******* ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩