My husband, Jeff Hough brought a very fragile package to the UPS Store at 3101 SW 34th Ave, Ocala, FL 34474 (352-237-3242) for the PACK & SHIP services. The item was a large Presser that my Mom had purchased a year before she passed away last August. My sister requested this item because my Mom & sister worked together managing a laundromat years ago & she felt the item was a large part of my Mom's life. She used her old ironer for about 20 years, but finally replaced it in 2007 with the presser that I shipped to my sister who lives in Illinois. My husband paid UPS $50.41 to pack & ship the presser on 03/13/08. He was not even asked if he wanted to put insurance on the item & figured it was included with the service since it was so expensive. They told him the item should arrive in approx 5-6 days. The package arrived at my sister's about 03/18/09. The package-box was crushed down on one side as if they has sat something very heavy on top of it. Also, I had locked the presser down to protect it during shipment. When my sister opened the box, the presser was unlocked & the back was cracked off at the hinge area. She called UPS & they came & shipped the item back to the the UPS Store in Ocala. They called my husband after the package arrived back & told my husband to come pick it up. My husband called me after they had spoken to him, so I called the UPS Store myself. A woman answered the phone & I explained who I was & the situation. The young woman said the item wasn't broken & said my sister was wrong. She denied not telling my husband about the insurance & was very rude. I drove to the store to check the item myself. When I got there the woman (sorry no one would say their name, but they either own the franchise or manage it) took me in the back & I opened the box & confirmed it was just as my sister has described. I faxed a copy of the cost of the presser to the business before I came & the item ranges from $218.00 to $250.00, plus shipping brings the total to $300.00. I called the office 03/31/09 & spoke to a gentleman, again no name was given guess they don't want to accept any responsibility, who told me the most I would get would be $118.00. I didn't argue with him, but I was furious. How can these people say they have such great service when they can't even pack an item securely enough to ship without destroying the contents. The lady at the UPS even had the nerve to say that my husband told her not to worry about insurance for the presser because if it broke it wouldn't be a big deal & wouldn't need to be replaced. They shouldn't PROMISE to have great service if they don't care. Not only did the owner of the franchise refuse to cover the costs. He called my employment & screamed to my supervisor about the incident which was not even job related. She was so rattled that she said the hair stood up on the back of her neck. The man was angry because I had filed a complaint with the Better Business Bureau. I've called the corporate office & feel like I'm running up against a wall. He told Phyllis at the BBB in Orlando, "You are as worthless as the women who work for me". I feel, as a customer, I've been exploited & want reimbursed for what my mom's presser would cost for me to replace it & send to my sister. My sister is devastated about the presser. It meant a lot to her & now I want to at least send her another presser. I even took the cover off the broken presser that left at the UPS store & plan to send the cover along with a new presser as soon as UPS settles this. Please help hold these people reponsible for not doing their job & promising service that is not fulfilled. Sincerely, Mrs Hough
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