Complaint / Review
UPS Store 5188
Wizard of Oz Carousel Broke in Shipping, Check $39 Short

I had a package shipped from this location on 10/17/10. I paid extra for fragile wrap and instructed the employee to make sure my Wizard of Oz carousel was wrapped properly so it wouldn't break. My bill came to 47.29, and I placed 500 insurance on it. After a few days back home in TN, the box arrived, and most of the contents were fine except the carousel, which was badly damaged. I called that UPS store and talked to a guy named Waldo, who was supposed to put the claim in and did nothing. I waited about a week before calling UPS's main number to ask what was going on, only to be informed that no claim had been made and asked if I wanted to make one now. I said yes, and she told me to email her plenty of pictures, and it would be inspected and the verdict sent to the store in Times Square. I waited another week or so, calling every few days to check on it, until finally they said the claim had been denied due to poor packaging. The employee I had paid for fragile wrap had given them the impression that I had packed it before coming in, which I had not.

I then asked to speak to a manager, which was once again Waldo, who said he would take care of it. After waiting over a week this time, I was fed up and called the customer service number for UPS/Mail Boxes Etc. I spoke to a woman named Mary Beth, who was helpful, but even with her it still took days to hear back. It was around Thanksgiving when the store finally called me back, saying they were waiting on a check for 135.00 to cover my damaged item. That same day, Mary Beth called saying the check was for 174 to cover my original shipping charges as well. I waited a few more days and got a check for 135.00 from that location's owner, I am assuming Bradley Kaplan. I called the store to speak to him, but of course he wasn't around and never has been when I have called.

A few days later, UPS called telling me to pick up a check for 174. I told her I already had a check for 135, so he owed me a check for 39.00. I waited a few days for her to get back to me, and nothing. I then called Mary Beth back, and she had still heard nothing, so I took it to the next level. I wrote to Mr. Kaplan stating that I knew he got a check for 174 and issued me one for only 135, and that this was very dishonest. I am still waiting for a call back, but nothing. Consumers should not use this location if they ship fragile items. The customer service team for UPS was cordial enough, but the staff at this store will beat around the bush and lie just to get you off the phone. I will update this report once I have gotten my money back from where I shipped with them to start with.