Complaints

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son shipped his ** to me from the UPS Store in S. ********. When it arrived, the box did not appear to be in great condition. The *** driver suggested that I open the box and examine the contents for damage. Upon opening the box, much of the packing materials came free, and more so when I removed the *** I plugged in the ** and saw glaring cracks across the screen and no image. The *** driver suggested that I should refuse the delivery due to the damage and that he can take it back to the *** central hub (or something like that). As the ** was damaged, I thought that it seemed like a good idea. I took a couple pictures, but not enough. The *** driver assisted me with getting the ** back into the box, but since it was already damaged and being returned the central hub, we did not reuse all of the packing materials that came free when opening the box and removing the *** My son had shipped the ** and insured it through ***. We have *** trying to collect the insurance, but *** has denied the claim and refused to refund any of the shipping cost or the cost of the insurance. *** claims that there wasn't enough packing materials and that the insurance cannot be paid because they (the store) did not package the *** This is faulty logic because they collected the insurance fee knowing full well that the ** was self packed.Tracking #: 1Z9Y5F794287810014

  Business response

  01/25/2023

  It is unfortunate that *** has denied the claim for this shipment, but it is not the case that it was denied due to the store not being the one to pack the item. When an item is damaged in transit, ***'s damage department will inspect the shipment to determine if it was sufficiently packed, and will then approve or deny a claim based on the results of the inspection. For shipments where the customer pays the ********************** to pack the item, we guarantee the packing service, meaning that a potential claim will not be denied due to packaging, but that doesn't mean *** automatically denies claims for customer packed items. They are just subject to inspection by the damage department for a determination of liability. The store at the time of shipping would not be able to determine whether a customer packed item would be approved in the event of damage. The options we can offer at the store are to offer our packing services, in which case we are responsible for the packaging and can guarantee that aspect of the shipment, or to have the item shipped with the customer's packaging, in which case the customer remains responsible for the packaging and retains any associated risk. 

  We are still trying to work with ***'s damage department in the hopes that they might overturn the original assessment, and we will continue to do so until we have exhausted the avenues we have to pursue a resolution. We appreciate the customer's frustration with the situation, and will continue to do our best to get a resolution that is to their satisfaction, but a large part of that process is not within our direct control. 

  Customer response

  01/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I appreciate that you are continuing to try and resolve this issue with ***.  However, the main problem is that I followed the drivers suggestions when the ** was delivered.  I opened the box outside of the house, in front of the driver, packing contents spilled out as a result.  When we saw that the ** was damaged, I snapped a couple of poor photos with my phone, the driver informed me that he had already marked the item as damaged and suggested returning it to the HUB.  This is wherein the problem lies.  Once I agreed with the driver to return the package, he and I stuffed the ** back into the box without any care to packing or how it was placed inside.  In fact, most of the packing materials didn't make it back into the box.  At the time, I did not think anything of it since the ** was already damaged.  Had I known that the packing materials were crucial to the claim, or had the driver informed me that the packing materials would be needed, I would have replaced all of it into the box or taken more photos of the packing materials.  Had I accepted the delivery, I would have had the **, Box and packing materials on hand to provide detailed photos.  But instead, I let the driver take the package.  Given the totality of the circumstances, I believe that we did everything that should have *** done, and that *** should honor the insurance claim.
  
  FAQ
  
  Regards,

  Matt

   

   

  Business response

  02/02/2023

  Good afternoon, 

  While I appreciate that you were following the driver's directions, and that is an argument I will make in trying to get your claim approved, it is still within ***** terms and conditions to deny a claim based on the review that their damage department conducts. By the time you reached out to the store about the damaged item, you no longer had possession of the packaging materials, so there is not really anything more the store could have done to push your claim through. I will forward any information you give me to the damage department and ask that they overturn their initial assessment, but the decision is still ultimately not the store's. I will update you once I have a response based on the most recent information you have provided. Until then, I will be happy to continue to answer any questions you might have about the process in general.

  Thank you, 

  -*******************

   Manager

*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. ↩