The UPS Store — Local services in Royal Oak

These are exactly my points. The associates do (as one would expect) notify customers if the package is not adequately taped. The box was adequately taped, which was verified by the fact that your associates did not recognize a problem here, but UPS says it was not adequate.

As far as dealing with your manager – I started to do so (spoke with Brad originally) but was then referred to you. You and I spoke on the phone twice – the first time, you told me you would be opening a dispute and that YOU would reach out to me once you heard back. After a week, I reached back out to you and you told me that the matter would take some time due to the pandemic, but again, you would reach out once you heard about the dispute. I gave this until last week (approximately 12 weeks) at which point I reached out again. You did not reach out to me after each claim, nor did your manager. With great difficulty, I have managed to contact UPS customer service who has made it clear that my complaint is with the UPS Store franchisee – that’s you. Therefore, this is the direction in which I will proceed. I would strongly encourage you to contact me directly instead of arguing this in a public forum.

To be honest, I agree with UPS corporate - this responsibility does fall on you. Not because the store failed to adequately tape up the box, or tell me that the box was not adequately taped, but rather because you did not properly express to UPS corporate the fact that their reason for denial (inadequate packaging) cannot be correct as the package came through your facility where it is checked.

Listen, I believe you or Brad did open up a claim, probably online in a simple web page, and then probably even clicked the dispute button after it was rejected. Maybe it was even done twice. But I don't believe it took 12 weeks to get an answer and I know without question that you or your manager never reached out to me once since the time this all started (i.e., before November). Finally, I am certain you did not properly explain the situation to UPS as that would have absolutely understood that they must honor the insurance claim.

You must understand the issue here - I send packages using UPS all the time, and drop them off at your store all the time BECAUSE it's a safeguard to ensure that packages are properly sealed. If UPS can lose or destroy an insured parcel and then say that the insurance claim is denied due to improper packaging without any evidence whatsoever, and the UPS Store itself is unwilling to step in on any level, then UPS is not to be trusted, the concept of the UPS Store is useless, at least to me for this purpose, and UPS insurance is a scam.

My complaint stands and I will continue pursuing this matter until it has been...

On July 10 of this year, I brought a package to the Royal Oak UPS store location for shipment to a facility in Cerritos, CA. On July 17 I was notified by my customer in California that they were told the package had been damaged and to contact the sender (myself) for more information. This was the first I had heard of the problem. I contacted UPS who said the package had been damaged and that they would contact me with next steps, which they never did. When I followed up with them, I was told that the package was destroyed and there was nothing left. When I filed an insurance claim, I was denied - the reason being that the contents were improperly packaged. I disagree for two reasons - one, the packaging was done properly, and two, the package was accepted at this UPS Store who, by all rights, should have told me the packaging was inadequate before accepting.

In any case, my follow up was eventually referred to Mary Hoover at this location who said she would dispute the denial and would get back to me. After a week of not hearing from her, I reached out to her again. She said the dispute would take many weeks and that she would reach out once it was complete. I allowed four months and then reached back out to Mary at this UPS store for an answer. Eventually her coworker, Brad, returned my call and said the dispute was denied twice and that there was nothing else to be done. Brad offered to refund my shipping (about $60), but nothing more. My attempts at reaching someone at UPS have been in vain, they simply do not allow for a way to contact them via phone.

My complaints are as follows; one, I think the way that the UPS Store handled this problem is embarrassingly negligent. The paperwork I have seen from UPS suggests that this matter was closed by corporate before the end of the month of July. I believe that Mary Hoover did nothing other than put me off, hoping I would forget about my $500. Two, the idea that I paid for insurance for a package that was damaged/destroyed but have no way to execute on the claim is simply awful. The reality is that the contents of the package were worth ten times the amount for which I had insured it. That error is on me, however had I paid hundreds more for the additional insurance, I still would have been denied. Finally, I think the way UPS manages these sorts of issues is terrible. The fact that they provide no way to get information, no way to discuss the matter in any way is unacceptable.

In short, I cannot accept this resolution. I will post this review, I will post additional reviews, I will continue to attempt to reach out to UPS, and take any means necessary to pursue this matter to a...

So many things wrong here I hardly know where to begin. Brought in a small bubble envelope on a Wednesday afternoon that I needed to arrive by Saturday. There is a significant up charge for this. Not only did it not arrive by Saturday, it had still not arrived by Monday. When I called the store, Kathy advised that I wait to see if the package got lost. By Wednesday, not only had it not arrived at its destination, a note in the tracking summary said it had been left at a retail store for pick up!? I was never informed that it wouldn’t be delivered as addressed; in fact if I had not looked at tracking, I would never have known it was in limbo somewhere as it was a surprise package that the recipient didn’t expect. Very confusing as I have sent packages to this address numerous times. When I called again and explained the situation, I was put on hold. Eventually, “manager” Connor came on the line. I was told that 1) no delivery dates are guaranteed, and 2) the driver makes the decision whether to deliver due to COVID, and that it was highly unlikely he could get it rerouted to the recipient. Honestly just the nuttiest answer. This envelope literally could have been dropped in the mailbox. I was also told that if the recipient didn’t pick it up within 7 days, it would be shipped back to me. I’m relatively new to this area; have never had this type of issue with UPS. Obviously each individual store/manager can make a huge difference in level of customer service. Definitely finding a new location for future...