Tony ,Tony Van Hoorebeke, UPS Store Owner, UPS Store stole $3,242, SOMA San Francisco California

If Sony was liable, then Sony received the package to a proper address. The Address Correction feature may have modified or updated the address.

The return address was also correct, as it would be the address from the shipping location - not the home address of Kathryn.

At our facility, we ask all customers if they need insurance over $100. Just like at the Post Office, we offer insurance to generate revenue. It is NOT a resposibility to offer insurance. It is, however, rather absurd to assume that one may, for example, send a diamond watch for, say $6.50, then expect $25,000 to be given to you if it is lost. All without paying a cent for insurance? Does that not defy all common sense??

In nearly ten years at our facility, we continue to get calls each week from customers stating, "The company says they haven't seen my shipment." With absolutely no exception, the tracking information shows when that company had received it and who at that company signed for it. I would say it is apparent, since the judge said Sony was liable instead of The UPS Store, that Sony had it in their posession but did not record it properly into their records. Many times, also, this is fault of person because they forgot to mark the company Return Authorization number on the package.

Somewhere along the lines, there was a communication breakdown. Luckily, the police weren't irrationally involved, or embarassment would have been subjected to the source of the problem.

After taking Tony to Small Claims a judge determined that Sony was responsible for "losing" this device, despite UPS store adding the wrong shipping address, return address, failing to let me know it had been delivered to the wrong address for a month, and failing to explain that I would have to pay for insurance or I would be limited to a $100 reimbursement.

That said: None of this would have happened if Tony's UPS employee had simply taken the time to explain the insurance policy/costs, and Tony had been forthright in explaining this to me when I called for reimbursement. In small claims court, Tony stated, "everyone knows" UPS policy -but that's not the case. I was never made aware that without buying insurance I would only be refunded $100 for a $3,200 laptop - the price of insurance was less than the cost of the mouse. I think this is a bad business practice, and it felt like $3,200 had been stolen from me, especially considering they knew exactly how valuable my shipment was having just packaged it up.

Hi Kathryn,

I work at The UPS Store corporate headquarters and would like to get more information from you regarding this shipment. When you have a moment, please send an e-mail to pr@mbe.com and a member of our customer relations team will follow up with you to see what assistance we can provide.

Kindest Regards,
Becca A.
The UPS Store