The UPS Store - 4430 Box of Christmas gift mailed at store, box stolen by employee, UPS refusing to reimburse me for stolen items Chandler AZ

For the last two months I have been unable to get this issue resolved. My name is Noella Mbah. On 11/22/21, I mailed a 50 lb package from the UPS location at 2040 S Alma School Rd, Suite 1, Chandler, AZ, 85286. The package was a luggage type box containing over $4,000 worth of clothing and other items I was sending to my elderly parents that were traveling back home to spend the holidays with family.

The package was scheduled to arrive on 12/3/21. The tracking number is 1Z26E7200303937055. On December 15th, 2021, I learned from my mum that she had not received the package. I called the store @ 480-726-0375 and spoke with associate Jamar who was very helpful and initiated the process of tracking my package down.

I explained the importance of the items in that box and the inconvenience of those items not making it to my parents. I was adviced by Jamar to bring over all receipts and evidence to the store and he would give them to the manager. On the day I was finally able to take those items there, Jamar was off that day and spoke with one of the store managers there (Christina: 406-548-7954) and handed her all my copies of my receipt and waiting for updates.

Some 2 to 3 weeks go by and no word from Christina. I again called the store and spoke with Jamar and her took the time to research updates and was eventually able to get some information. He called me back to let me know that the District manager (Michelle: 210-552-1085) was going to give me a call. I did get a call from Michelle who explained to me that she is going to submit the claim and will call me back with updates to the claim.

This whole time, no claim had been submitted. I again continued to exercise patience with the process. I called Michelle 2-3 times after that and even sent a text message but no response from her. This week I have called the store every day since Monday and every time the phone was answered by Jamar who initially told me my claim had been approved.

Finally today 01/21/2022, I called Michelle and she was home. She promised to call me back when she got to the store to gain access to my file. Michelle called me back today to inform me that she spoke with customer service and the information she has for me is that I will get back the $152.53 shipping I paid + $100 for good faith. That is a joke because I bought well over $4,000 worth of clothes, shoes and other items to send to family and West Africa and some employee of yours at UPS decided they were entitled to those items and decided to keep the items to themselves.

I believe a 100% that a UPS employee stole my package and it’s not a comforting feeling to think that an establishment is hiring people with tendencies to steal from customers. I don’t need $100 for good faith. I need to get reimbursed for items that were stolen in the package and I have provided all the receipts and even my bank statements showing all the items I purchased. It’s sad that till date no one in the lower management has been able to resolve this issue.

I still have more patience to give but I believe that I should also be met with committed actions from your end to reimburse me for all items that were stolen by one of your employees. The store manage issued me a check of $252.53 which I took the check. They have refused to reimburse me for the items in the box and the cost of the box which I estimated to be in the tune of $4,000.

I got really frustrated last week and sent a personal email to corporate office and the CEO of UPS (Carol Tome) directly about this same story and I received a call from Scoot Harris @ the corporate office who told me he was going to be forwarding my concern to the appropriate corporate department that is in charge of the store.

Today (01/26/22) I received a call Leah Estrada at the corporate office that is in charge of issue from the corporate store. She told me that I signed a privacy notice that indicated that I am only declaring a value of $100 for the items I am shipping and this do not qualify to get reimbursed for the items that were stolen by one of their employees. It’s funny because when I sign the pad at the store my understanding is that I am signing and authorizing for my card to be charged $152.53.

I have explained to everyone that I was never verbally told that in the event of my package getting lost, I will be given $100 for good faith and I was never offered or asked to declare the value of my package nor even though an employee will steal my package and my family will never receipt the items. To add insult to injury, at the end of the call, I got the feeling that Leah only called to let me know that I signed a privacy notice and she will be emailing me the privacy notice.

I understand that they are the giants of the corporate world and are used to crushing small consumers like me. It’s frustrating that the small guy ends up losing all the time.