ComplaintsforPSquared Packing Supplies

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of transaction: 11/01/2023 Amount paid: $140 for custom packing and shipping with $600 insurance for the item Total loss: $600 Originally went to this business to get a box so I can ship an item. I had originally tried to purchase the supplies from them so I can pack and ship the item on my own. The only had the option to custom make a box for the item to fit in, they had the sheets of cardboard but they were too large on their own. I had originally requested if they could just make the box to the dimensions needed for the item and then I could pack and ship on my own but the business insisted multiple times that they pack and ship these items all the time and can guarantee itll arrive safely if they package it. I brought them the item to pack and ship since it seemed that they knew how to package the item safely. I ended up also paying for additional insurance through them for *** of $600. The item ended up getting damaged by *** during delivery due to the lack of packing supplies. A claim was opened with *** for the damaged item and was denied due to the fact of insufficient packing material. Only 1 pieces of foam were protecting all the edges of the item in the box and then a few sheets of bubble wrap. I had reached out to psquared packing to help me with the *** damage claim on 11/14/23 and then they also requested more documentation of invoices for proof of value on 11/21/23 which I provided to them. On 11/21/23 they stated everything was uploaded to *** for the claim. On 11/28/23 I followed up with psquared for an update on the claim and they said they havent heard any new updates. I continued to follow up with the business every 2 weeks until 01/22/23 without getting any responses from them. Im now out the cost of the shipping and packing of $140 plus $460 for the cost of the item due to them not properly packing the item for a claim to be approved

  Business response

  03/19/2024

  THIS COMPLAINT SHOULD BE PLACED AGAINST *** NOT PSQUARED PACKING SUPPLIES AS WE DID NOT PROFIT OFF OF THE SHIPPING OR INSURANCE PREMIUMS CHARGED BY THE CARRIER. *** DENYS THE MAJORITY OF THE INSURANCE CLAIMS IRREGARLESS OF HOW ITEMS ARE PACKED. THIS WAS ACTUALLY DISCUSSED WITH THE CUSTOMER AT THE **** THEY ELECTED TO PURCHASE INSURANCE HOWEVER THEY STILL THOUGHT IT WAS BEST TO TAKE IT AND I AGREED.  We take great care to pack all items we pack and ship with the appropriate care. The foam seen in the photos that is placed around the edges of the box is very expensive polyethylene high-density foam which when I stand on it at 185 lbs. it will not compress to flat but It can still be squeezed between your fingers to allow for proper cushioning when shipping delicate items. This material cannot be used directly against glass so it was not placed on the side of the mirror with the curved glass. We also used double wall ECT ******************************** the claim *** indicated we did not use this material. This was the premise of the *** claim being denied.  We asked that you retain the packing supplies as *** requests that of us. They indicated they would have a representative visit the recipient location to inspect the packing materials. I am not certain if this ever occurred or not.  We cannot guarantee the level of care taken to protect packages in transit. *** has been known to be aggressive with the handling of packages and is notorious for denying claims for any reason they can come up with. You can simply ****** it and see all the complaints. There appears to be 100s if not thousands of complaints logged against them daily on the BBB website. We do not profit off shipping charges or shipping insurance charges and we can only fight on behalf of the customer to get a claim paid by ***. We charged you $35.00 to pack that mirror and $105.00 to ship it. We took more than average care to pack the item so it would be safe for transit. Every other mirror or piece of art we have shipped has been packed in this manner. We have been packing and shipping items for approximately five years now. Every review we have online is five stars excluding the negative review you just left us which was left by a person we never met however they indicated we pressured them to ship with us which is something we never do. The time, effort, and the material used well exceeded the $35.00 that was paid to have this properly packed. There was no financial benefit to us packing this item for our customer. We did this as a service. The double wall corrugated sheet material alone cost $25.00 If the customer had any idea of the hours, we spent trying to get *** to honor our customers insurance claim they may feel different. It is unfortunate that *** treats people this way however we cannot be held liable for the short comings of United Parcel Service. 

  Customer response

  03/20/2024

  As I appreciate the effort that was given to package the item. I do not appreciate the lack of communication and response to get this issue resolved. I had reached out for months trying to get an update. The reason I had proceeded to have this company do the packing and shipping is that they assured me that they pack and ship these items all the time and that they would make sure it was packed and secured properly to *** requirements in the case the item was damaged in transit. *** does not simply decline insurance claims for no reason. The reason this claim was denied is due to the fact that the incorrect material/amount of material was used for packing this item and this business is the one thats responsible for not packing the item correctly to *** guidlines as they promised originally. Based on the pictures you can actually see that the item was not severely mistreated. You can see that the damage was from one of the corners and had it been properly packaged as promised this would never have been an issue. *** had *** claims for damage or lost items in the past and had no problem with the claims being approved. If this truly was not the businesss fault then I wouldve gotten a response after months of trying to get ahold of them or some type of resolution but clearly from the response given they would like to blame everyone else and not stand by their word. This business is more than welcome to share the response from the *** claim for the reasoning why this claim was denied

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩