Staples Refused to pay insurance claim on damaged shipment cincinnati, Ohio
I have done a lot of business with Staples over the years, but this event will bring that to an end. In addition, I will discourage everyone I know from doing any business with Staples.
Now, lets talk facts;
1. I had a stereo receiver to send to the factory for warranty service
2. I chose Staples, and I packaged the receiver at Staples and then I showed it to the customer service rep at Staples for his inspection before I sealed it and gave it to him to ship. He started that I packed it fine and I then insured it for $400 with Staples.
3. Three days later I got a call from the warranty service company that the receiver was damaged in shipping and the warranty was now void. He stated to me that it appeared the box had been hit with a fork lift because there was a puncture in the outside of the box and the back of the receiver had been caved in. He said I should call UPS to have it picked up.
4. I called UPS, they said they would pick it up, inspect it and get back to me in 48 hours.
5. After 3 days I heard nothing so I called UPS. UPS stated that they shipped the package back to Staples since Staples was their customer, not me. I asked what the outcome was on the inspection and they said they did not inspect the package.
6. I then contacted the warranty service company and asked them if UPS inspected the package. They said no. They said they placed the damaged receiver in the bottom of the shipping box, placed the packing material on top of the receiver and taped it closed and UPS picked it up.
7. I went to Staples and picked up the box, the box had external damage. I removed the receiver and examined it in front of the customer service person. There was no damage to the receiver except the back of the receiver had been smashed in. This damage was clearly due to an impact to the outside of the box, not a normal wear and tear. The Staples person witnessed this and told me to file a claim.
8. I filed a claim with Staples.
9. Staples denied the claim and told me to deal with UPS
10. I contacted UPS again, they said they had inspected the package and they concluded inadequate packaging. I asked them how they could have determined there was inadequate packaging since the packaging had been removed and placed on top of the receiver. The lady said she would no longer talk to me that I need to deal with Staples.
11. I again contacted Staples and they said their hands were tied, and that it was UPS that was holding it up.
So, here we are 5 months later and Staples will not pay the insurance claim because they say UPS will not admit responsibility, and of course UPS will not talk to me.
A very nice little circle game Staples has created here.
4 Updates & Rebuttals
John
Hermitage,Tennessee,
U.S.A.
It's not Staples - It's UPS Genius
#5General Comment
Mon, December 21, 2009
Look dude - I feel for you that you are out $400 - but when are you going to get it through your head that Staples is only the middle man in all of this, almost like the messenger that delivers bad news. All they did was collect the money for it, in which they make .50 cents per package that they ship, just like everyone else that ships for UPS, and no this is not a joke, this is accurate, they make .50 cents per package they ship. I have done retail my whole life from age 16 - 32 and finally got out over a year ago and Thank God, because if I had to deal with customers like you just one more year I swear I would have slit my wrist and dipped them in rubbing alcohol just to transfer the frustration onto something else. Do you not think that almost no matter how well you package something that when the freaking forks on a forklift ram into a box its going to do some damage to it? Please tell me that you have a lot of book sense to make up for the lack of common sense that you have. Did you file the same report on this site about UPS as well, because this is what you should have done genius.
Ken
Cincinnati,Ohio,
USA
Stop Whining?
#5Author of original report
Wed, December 16, 2009
I am out $400. It is easy for someone to say it is not a Staples issue, go after UPS.
The reality is that legally i am not a customer of UPS and as a result they have no obligation to even talk to me. I am a customer of Staples, and Staples is a customer of UPS. We all know that if Staples cared about customer service, they could easily resolve this.
Stopwhinning
Florence,Kentucky,
U.S.A.
This is a UPS issue my Friend
#5Consumer Suggestion
Tue, December 01, 2009
You will need to speak with UPS. You sign paper work when you ship from Staples that you packed the package and all signs say that you are responsible for it. Staples has 100% nothing to do with this. If you went to any ship center that uses UPS you would get the same response. If you ship at a UPS ship center you dont go to the store to complain .. well maybe you would but the claim would still be with UPS not the store from which you shipped from.
I understand that your upset and need to vent your frustration on something but make sure you get the facts before falsely accusing someone of a 'crime" they didn't commit
Ashley
springfield,Missouri,
U.S.A.
Unfortunately
#5
Fri, September 18, 2009
you are probably going to continue to get the run around. The insurance from most of these places mainly covers the package if it gets lost during shipment. For a damage claim from UPS the package has to meet their packaging guidelines which are very strict. You should have taken the pack to a UPS center and had it inspected for shipping to make sure it was packed according to their guidelines. I guarantee that the person you shipped it with at staples has no idea what UPS's shipping guidelines. Next time you ship a package go to UPS.com and read the packaging guidelines to make sure you have the item properly packaged. UPS will not do anything for you unless the package meets their guidelines. I'm assuming the insurance you bought from staples was through UPS.