On October 16 we hired Manna freight to pick up a $1700.00 bed from our manufacturer and deliver it to our customer. The manufacturer called us and told us that the bed was damaged. To ascertain if it would be repaired they sent us photos which we forwarded to the manufacturer.
After reviewing the photos the manufacturer stated "I have looked carefully at all the pictures and can tell without doubt that in my opinion the Crate itself was subjected to at least one substantial impact at some point during transit. The freight agent's suggestion that, the frame pieces were just floating inside the box and that there wasn't any filler for support is not correct. When we Crate Furniture for shipping - such as this bed — It is securely, "Braced" within the Crate - to prevent movement during normal transit - and, "filler" is not required, nor practical for furniture of this type during transit. We use the cushioned Bracing method so as to reduce the amount of contact points touching the pieces within the crate during transit. This method greatly reduces the risk of marking the finish on the piece. Also, the images show the Crate is upside down - with the Bed hanging out of the Crate - Storing it this way, of course can only cause further damage to the Bed. It is clear to see that all the bracing which previously held the Bed in place within the Crate is damaged, with some broken away completely. Again, in my opinion this can only have happened after heavy impact to the Crate - which looks to have hit on the top, right corner - suggesting the Crate may have initially fell, upside down" on its top corner. This damage is due to what one can only assume and appears to be, careless handling."
Marissa Petersen, a claims adjuster at Manna denied the claim stating that it did not meet their packaging standards. We informed them that because this was the third or fourth shipment they had damaged combined with the fact that they refused to pay the insurance claim, it would cost them our business and requested that the damaged bed be returned to the manufacturer. We did not pay the invoice for the shipment as it was not delivered.in the meantime, we had another claim that it took them quite a while to settle. When they did issue the check for the claim the settled, they deducted the $375.20 shipping charge for the damaged shipment was deducted from the check.
So we have had a $1700.00 bed dropped and damaged beyond repair, they have refused to pay the claim on it even though it was insured, they have charged us $375.20 for a shipment that was never delivered and as of January 30th, the damaged bed has yet to be returned.
After requesting a registered agents name and address from Johan Boysen, their Loss Prevention Manager, I have been told that this is standard practice and that they are not liable for the freight charges or the damaged goods. He also states that the product is being returned, but they stated that in December.
In my opinion this is at the least unethical and possible outright theft.
Update to 02/20 - Manna has yet to return damaged bed and is now trying to charge us 189.00 for the return.
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