I sold an item on eBay to a buyer in another state. After the sale, I packed the item in the original box that the manufacturer used to send it. I took photos of the packing to show it was properly packaged for delivery.
The most convenient way to ship at the time was to drop it off at a UPS Store #1770 in Spokane Valley, WA. While at the counter, I asked Mark for shipping cost and was quoted $152.92, this included an automatic $100.00 damage or loss insurance. I made the decision this would be sufficient, but knew it wasn't if I had to replace it. I took my chances since I have never had anything damaged in UPS shipping before. There was a Red Fragile Tag placed and the clerk suggested I write it on the box as well. He allowed me to use his felt tip marker and so I mark the box FRAGILE in large letters. The item sat on their floor for about 2 hours until a UPS driver picked it up for delivery to Austin, TX. [continued below]....
The delivery took about 5 days and on arrival the receiver notified me that the package contents were damaged. The contents were made of carbon fiber, an almost indestructible material that requires a huge amount of force to be applied to damage it and is used in high speed race cars. I immediately contacted the shipping company (UPS) and filed a damage claim that day. I contacted the receiver and new owner of the packaged and informed him of the claim filed. A rep from UPS came to the receivers home and picked up the package for inspection. He told the receiver that it surely was damaged in shipping and they would be contacting the shipper (me) about the damage claim. I was never contacted by UPS or the store concerning the damages ever. I never received any communication or documentation about the claim and the status on UPS web site remained stopped from updating progress of the claim. This concerned me and I emailed a request for more information from UPS 2 times, asking what the status was on the claim. I received a late response. Without the permission of the receiver and me, the package ended up being reshipped back to the UPS Store. When the UPS rep came to inspect the package in Austin, TX., the receiver (new owner) told this person to return it back to him after the inspection so he can repair it. This item was the receivers property at this time, bought and paid for in full which I have receipt. He was also extremely unhappy that the UPS rep took and shipped it back against his decision and either of our permissions.
Days passed as I watch the UPS web site for any status updates on the claim and for transport information. The owner wanted information on when it was being returned to him. I called UPS and explained that they were not supposed to take the package from the new owner and that it needed to be returned back to him immediately, so he could repair it. I informed UPS that I have not been contacted about the claim or anything else about the package so that a decision could be made. It was total confusion to me as to why they took it on their own to return it without attempting to contact me about any information concerning this damage claim. They stated the UPS driver said the receiver refused the delivery which was a total lie and I have emails from the receiver stating he never said that to UPS. In reality, he told the rep he wanted it back after inspection as well as never denying delivery of the package.
Eventually I received a phone call from the UPS Store stating that I needed to pick up this package delivery from them immediately. I explained that there is some mistake and it should have never been shipped back to me and that I am not the owner of the package. I told them that they needed to contact the owner (receiver) and let him know they have it. The girl on the phone from UPS Store got angry rather quickly because I explained that I am not the owner of this package and they must call the owner in Austin and explain to him what needed to be done. The girl began to argue and yell at me about her decision to remove the package from their store. I advised her that I do not have to listen to her threats about if I don't pick this package up that they would throw it out. This item is a $1200 carbon fiber roof panel for a car, cost $152.92 to ship in the original manufacture box. She threatened that if I didn't pick it up that it would be thrown away since there was no room in their store to hold it. I then explained that I will contact UPS customer service line and will contact her back after I have spoken with them. I contacted UPS and spoke to a supervisor named "TIA" at 800-742-5877. She seemed nice enough and said, Please inform UPS Store to contact her and she will arrange to have package returned back to the owner in Austin for repair. This was exactly what I wanted and the new owner wanted in the first place. The following day I get another early threatening call from the UPS Store by Lisa working there. She went right into loud threats about the package and told me I have to pick it up or its garbage and will be removed from the store. I stayed calm as I could, which surprised myself and I explained that they need to call TIA at UPS so this entire mess can be cleared up, She quoted that she would not even listen to this. I also mentioned that the owner will be calling her soon, per the request of TIA as well and requesting his package property back. It was all arranged by TIA to have it returned to the owner, plus the owner in Austin called her and also asked her to contact TIA for the info to resend it back. UPS recognized the mistake made and opted to resend it back so the claim could be handled by the owner himself. Lisa was very frustrated that she had to call UPS and said, She would not call them And then hung up on me. She hung up on me twice now and on the owner in Austin once. During our conversation, I explained very calmly to her that I am not the owner of the package and she needs to speak with the owner to arrange the return of his property through UPS supervisor. This was a very simple request that she refused to acknowledge and complete, even after all the time I spent on phone arranging with UPS TIA to have this package returned.
The next day I get an email from the owner in Austin that she hung up on him when he called. He was advised as well to inform UPS Store to call TIA, so he can get his property returned back to him in Austin. He said, She was rude and threatening and refused to contact UPS. Shortly after reading the email sent by the owner, I get a phone call from the UPS Store owner or manager. She was ballistic and telling me to pick up this *^%#+$ package or else. Again, I explained I was not the owner and cannot make a decision on the package or listen to her dirty mouth, Im sorry its not my responsibility. Contact TIA and the owner for further information. Oh man, this girl had a mouth and she used it beyond the call of duty to any customer. She screamed at the top of her lungs at me and said, If the package is not picked up, she will have it removed and thrown out and that will be the end of it, and she then hung up on me.
The reason they wanted me to pick it up, in my opinion was only because they did not want to be responsible for returning it to the owner. They wanted me to pay another $150.00 to resend it and they did not want to have it any other way. They told me that they would not contact UPS or the owner and that convinced me they just wanted to get off the hook of resending back to its rightful owner.
I decided I had to protect the investment from an irate store owner by all means and the following day I made a decision that cost me a lot of additional money and the sale. I went to the UPS Store and picked up the package. I had to since I was dealing with an unprofessional merchant threatening to destroy a $1200 item that never got shipped properly and was damaged. I have to pay back the owner now for his cost; I lost $152.92 in shipping and merchandise that was returned to me despite the owners request and mine.
This is a routine scam brought on by UPS and the store I paid to have this item shipped by UPS. This is how it worked on me. Since I took the package to UPS Store and paid them for the postage to have a UPS driver pick it up, I am no longer the shipper but a 3rd party. Again, this makes me not the owner once the new shipper has possession of the package. UPS damages the package which was packaged very well for transport, but had something extremely heavy dropped on it. Delivers the package, the new owners except the package, calls me with the information. I make a claim and rep picks up package and doesnt return it upon owners request. Ships it back to the now shipper (UPS Store) and they threaten customer to remove it so they no longer have responsibility as a shipper. UPS produces its own inspection of packaging which is 100% bias to the fact it was packaged correctly and denies the claim for repair or replacement. The UPS Store (contractor) receives the claim decision because I am a 3rd party now and ownership of the package it null? The UPS Store has me remove the package eliminating the chance for me to support my evidence of sufficient packaging with photos and proof of proper packing.
I have read many identical instances online about these tactics and I demand refund of my shipping cost for a package not delivered as requested. Making policy decisions on a whim by the store and being lied to by UPS is a scam by both companies. I can assure you after UPS made the decision to arrange these policies with a contracted wanabe shipper; their claim request went to almost 0% guaranteed. They place responsibility onto an unprofessional contractor that treats its customers like dogs.
If I insured package for full amount I would be out entire amount based on UPS's bias non 3rd party package inspection process denying claims. Not allowing proving proper packaging is null because UPS Store has denied any further submission to support my proof of proper packaging or communications. The package was returned to me, so in reality the package was never sent properly since it was not returned to owners possession for repairs. I deserve all my shipping cost to say the least. $152.92.