Complaints

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/25/22, I had a package shipped to *******, **. At the *** Store **************************************************************. I requested that the women attendant behind the counter to rebox the item and add additional bubble wrap and to place a Fragile decal on the box. I also included a $600.00 insurance coverage. I left the items with the *** attendant and departed. The package arrived in ******* crushed and the glass contents broken. The *** worker never ******** the item as requested and place a minimal amount of bubble wrap and no Fragile sticker on the box. The *** Store was contacted and stated that no such instructions were given and that we did not keep the box as evidence. The box was retrieved from the trash and photos were taken of the box and glass fragments and photos of the damage glassware. The photos were submitted to *** per request of the *** Store. During followup we were informed that the case was closed. Contacted the *** Store and demanded an explanation, they stated that they need the box that the items were shipped in and the damage items. I informed *** that they did not provide instructions that the box must be keep, only photos taken. I did inform them where the remaining portions of the glassware is located and that the items can be collected by ***. I was informed by *** Store that they will be in touch with me with follow *** .Over a week has lapsed since I heard back. Today 11/1/22 contact was made with the Manager of the *** Store and he stated that he will call back. No call back. Called *** direct, they stated that the case was closed due to the items no being boxed correctly thus causing the damage and voiding the insurance. As stated above *** Sore was instructed to repack the items in a different box for safe shipment and place a Fragile decal on the box. The female owner of The *** Store stated that the Fragile decal means nothing due to the handlers of the packages. In closing *** acted fraudulently, declined a claim due to their negligence.

  Business response

  11/08/2022

  Good afternoon,

  This customer did come into our ********************** and did ship a package.  She dealt with our employee, she did not ask for our employee to repack the items, had she done so, the employee would have taken the package back to the pack counter and taken the items out and repacked them.  Then she would have processed the shipment and charged the customer for packing and shipping.  The customer stated the items were packed well.  She brought them in boxed and taped up.  She requested $600 declared value, which that was placed on the package.  The employee got the information where to ship the package, placed the label on the package (while the customer was standing there) she then asked the customer to confirm the address, and the declared value and the contents were packed well (which it appears on a customer facing screen and they confirm and then sign).  She was then charged for shipping of the item.  Once the items was received damaged, they did not contact the *** Store directly (as we would have asked them to hold on to the packing materials for inspection) .  They contacted ***, *** send someone out to retrieve the package for inspection to the address it was delivered to.  *** was unable to reach anyone, so they closed the claim.  The customer then came into our ********************** and we explained why it was closed.  We requested it be reopened as the items were shipped to a location for a party and the receivers has since gone back home.  *** tried to reach out again and was unable to get a hold of anyone.  Photos were sent from the receiver and we forwarded those to *** claims.  They reviewed the photos and determined there was not sufficient damage to the outer box to feel it was due to *** handling.  They also noticed there was no bubble in the box protecting the items, there was only some paper which is not sufficient packing.  They therefor denied the claim based on insufficient packing for shipping.  The shipper then said it was out fault because the customer asked our associate to put their box inside another ***************, even if our associate had done that the items still were not properly packed.  Also, Fragile stickers have no effect on a package.  All items are handled the same on conveyor belts.  It was noted in the system what the items were.  *** Claims and out store have no way of knowing if those items were even already damaged when they arrived to be shipped.  I, the owner, explained to the customer I got the claim reopened I tried to get it cleared.  It has nothing to do with this store.  Also, the associate who shipped the item tried to speak with the customer who actually came into the ********************** and explain she did not ask for repacking and she did not pay for repacking.  If she wanted us to pack it, she knows she would have had to pay for that.  Yet she only paid for shipping.  The customer would not speak with the associate who helped her and only would let her husband speak to the associate.  Unfortunately it is all here say, however my associate has been here a long time and we specialize in packing, so I honestly feel if she were asked to repack something she would have done so.  We only know that the customer did not pay for, nor did she wait for repacking of the items.  They are upset because *** claims in denying the claim, so they are mad at us, The *** Store, a franchise.  I am not ***, I did not break her items during delivery, and I did not deny her claim.  They were rude to my associate and we have done all we can to try and assist them in fighting this claim.  I wish there was more we could do, but again we are just a franchise and have control over *** or *** insurance.

  I do honestly feel bad that the items were broken, but there is nothing else I can do.  I did advise them that can fight it with *** if they so choose to do so.  

  I have the customers receipts if you need them to show they did not pay for packing of any kind, only paid to ship the box they brought in.  I am truly sorry for their damages as well as the denial of the claim.

  *****

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