I shipped a package of high value through UPS to our rep in Orlando from our WPB office. Having spoke with UPS on the phone I had the package shipped through a UPS hub where the UPS rep inspected and packaged the shipment and sent it along its way. I was confident that the package was in good hands, after all UPS does this all the time. Well I get the package and it was a mess. The package looks like it was opened and repackaged. Basically everything inside the box was broken. These were very expensive LCD screens for cell phones and UPS managed to break them all! I immediately went to Orlando to handle this matter myself and contacted UPS. UPS apologized for the issue and said they will pick up the package. When I googled the words "UPS damaged my merchandise" hoping to find info on what to do next I was bombarded with sites, posts, and blogs about all the people UPS screwed over. I immediately contacted UPS hoping to find answers and reassurance that this will not be the case with my situation. UPS insisted that this will not be the case and put my mind to ease.
UPS came a few days later to come retrieve this package from the delivery location. Shortly after I got a call from April Johnson from Crawford and Company, BY FAR THE WORST EXPERIENCE EVER. Not only is April Johnson rude and incompetent to be able to understand logic, she seems to be on a high horse thinking that being a "senior claims adjuster" the top breed of call center reps. April denied my claim. I had to run through hoops to finally have her call me back and tell me "ok we will over turn this matter." During this time UPS also shipped me back my package and responded to my complaint that I filed with the BBB. Things seemed to be going on the right track from here. UPS had counted, inspected, and documented the issues I was having. UPS told the BBB that this claim was over turned and was being processed for payment. Well I received my package back and looking at it, UPS used scotch tape to package this shipment back together and send it back to me. I received back one LCD screen, less then half my packing material and half a rubber band. When I called UPS I was told "well UPS probably kept the screens and sent you that one screen by accident, but don't worry the claim will be paid so you wont be keeping all that anyways."
Fast forward 3 weeks later, after having called day in and day out and speaking to supervisors, I have the misfortune to speak with April Johnson again who told me "sorry but your claim is going to be denied." Her reasoning was that I don't have the remainder of the screens and the one that I did receive does "appear" broken. This got me furious. When I didn't receive my screens I called UPS several times and had several supervisors document my concern and now all of a sudden its an issue? April Johnson, being the poor quality service rep that she is told me how she didn't care and that this claim is denied, she cant find any documentation stating that UPS ever received these screens or that any were lost in shipping. According to her computer there were 23 screens shipped in a 3lb package and I received a 3lb package back. I just got off the phone with 1800PICKUPS and I have a supervisor named Jain reviewing this and checking why this is happening. This is ridiculous. I am out of thousands of dollars and even worse I lost a customer. With the way the economy is, business is difficult as is for small business and with UPS poor service and unethical practices things are just that much harder.
Does anyone have any input in all of this? Any suggestions what more I can do? I want to resolve this out of court but I will take this to court if I have to. I have voicemails from these UPS people telling me that they researched this screen issue and its not a problem, that UPS would have taken it back anyways. I wouldn't be surprised if those scam artist took the screens and junked them so they would have no evidence that anything was broken. They had the nerve to tell me that the box looked fine after shipping. The box was a wreck. Hell there was so much tape on it by the time I received it that the tape was bent!
Rypt
wpb, Florida
U.S.A.
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