I regret to say that my experience with store #1117 was very bad. The store packed a pair of extremely valuable loudspeakers ($16,000 per pair new, $6,850 for this used pair) and shipped them to me, and they arrived damaged. The packing by Store 1117 was actually quite good, so that was not the issue. The speakers were mishandled while in transit. My trouble began with the insurance claim. UPS requires that I, the customer, deal only with the UPS Store that shipped the package. Sadly, Lorraine at Store 1117 did not see herself as my advocate.
Again and again my case sat idle for long stretches. At those times I asked Lorraine to phone the UPS Claims Dept. She told me repeatedly that she would only serve as a go-between and would not call to learn what was happening. Whatever I gave her, she forwarded to the claims dept. Whatever the claims dept gave her, she forwarded to me. That was the extent of it. I tried every way I could think of to get her to speak up for me, yet she would only relay messages, nothing more and nothing less.
At last I phoned the UPS Capital Claims Dept myself. They said they could not tell me anything and that only Lorraine could. I made enough of a fuss that they called Lorraine and asked her permission to speak with me directly, and she agreed. Only then did they tell me that my claim had been voided. They kindly reopened it and said they had more information, but they could share it only with Lorraine. They asked me to have Lorraine call them and gave me the right number for her to use.
I started to feel that a resolution was near. I e-mailed Lorraine to say we might finally be close, and that all she needed to do was call the claims department. She never replied. I e-mailed again and got no response. I called the UPS Stores corporate office, and they said they would try to help, but nothing came of it. Not even they could get Lorraine to make the call for me.
Next, a check arrived for only half of my claim's value. I e-mailed Lorraine to say this was unacceptable and told her to stop payment on the check, since I would not take half of what the claim was worth. Weeks have passed, and I have received no further explanation, no further information, nothing. I am now preparing paperwork for small claims court. I honestly do not know what else to do.
To other customers I say this: avoid UPS Store 1117. Look for a store whose owner or operator will stand up for you if something is damaged in shipment, because only the store that shipped your package may communicate with you about a claim. You need a store you can depend on.
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