Report: #476031

Complaint Review: The UPS Store #950 / UPS

  • Submitted: Mon, August 03, 2009
  • Updated: Mon, August 03, 2009
  • Reported By: Grafton Wisconsin
  • The UPS Store #950 / UPS
    Milwaukee, Wisconsin

The UPS Store #950 / UPS Shipped custom computer with $1500 insurance, receive computer missing parts and no coverage? Milwaukee Wisconsin

*Consumer Comment: Packing

*Author of original report: 10/14/2009 Status

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June 22- Shipped a package to Bloomington, IN with $1500 worth of insurance. The contents of the package was a computer, with a blu-ray drive in it. Desk clerk's name was 'Danny'. Photo's of the computer's condition before shipping are available. Total cost: $47.69

June 24- Package arrives at 501 N Sunrise Drive in Bloomington IN. Upon opening the package, the blu-ray drive was missing and the case was severely damaged. Pictures and video of the damage was taken, and are available for review.

June 25- UPS picked up the damaged package to assess damages and process the insurance claim.

June 28- The recipient of the package (Matt E.) calls UPS's hotline to inquire about the status of the insurance claim. He is notified that it can take UP TO 6 DAYS to process.

June 29- Notification via tracking on UPS shows that the package arrives back at UPS Store #950.

June 30- The recipient contacts UPS Store #950 about the claim and asks to speak to a manager. No one is available at that time, but gets a call call back 10 minutes later from Brian saying that the claim would not be honored.

July 1- The sender (Matt P.) stops at UPS Store #950 after receiving a voicemail from Danny stating that the insurance claim had been denied. At that time, the sender is told that the insurance had not in fact been denied however, it had yet to be inspected, and so, he susequently left and waited to hear official word.

July 6- The recipient contacts UPS Store #950 and speaks to Brian regarding the claim and is told that the claim has been denied. When he asks about the missing parts, Brian says that there is no investigation or claim for the parts pending. Lawsuit is mentioned.

A few times between July 6th and July 31st I attempted to make contact with the UPS Store #950 to find out about progress regarding the claim. Frustrated with getting the run around on the phone, I visited the store and spoke with a manager / supervisor named Patty. She imformed me that the claim was closed, however, armed with information from a direct source at UPS, I mentioned that UPS's claim was still open, upon which she checked and confirmed that it was still open (after bold face lying to me). Next thing they tried to do was blame the padding / lining of the box stating that it was not thick enough, to which I used a measuring tape and was able to prove that it was in fact thick enough to meet the requirements specified on UPS' website. The most recent claim they have made is that the packaging (which was the original packaging for the case in which I built the computer) advertised the package's content, thus making it my responsibility if a UPS employee stole contents from the sealed package.

Grafton, Wisconsin
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This report was posted on Ripoff Report on 08/03/2009 01:36 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment


AUTHOR: Ashley - (U.S.A.)

Did you pack it yourself or have the store pack it for you?

they often decline insurance if they believe the packaging was inadequate. If you packed it yourself, are you certain that it was up to the level of packing they require? Search ripoff reports, there's several other people who have gone through this exact thing and UPS denies them all because the customer did not adequately pack the item.

Additionally, just because it is packaged in the original packing, does not mean the original packaging is up to UPS's criteria.

Make sure you followed all of the rules laid out here:

One problem I see is in step one:

Whenever possible, use a new box. The more times a box is used, the more it loses its original protective qualities, so a previously used box may not adequately protect your shipment.

They could rule that since you reused a box, it was not adequately protected.
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#2 Author of original report

10/14/2009 Status

AUTHOR: Matthew - (U.S.A.)

UPS finally agreed to pay the claim for the amount of 1375 to replace a damaged motherboard, video card, and the missing Blu-ray drive.  That was on 10/1.  The 4 month wait time has been quite ridiculous and they are nickel and diming us each step of the way. 

In response to the response above, the package was handed over to the UPS store unsealed and ready for UPS store to inspect.  Because they opted to not inspect the package and did not offer the additional packaging services, they were responsible for accepting the shipment and the damages made to it.

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