Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insurance on a package being shipped. I also payed for the store to package it. My package was destroyed in shipping. I filed a claim with the store owner and the store owner said it wasn’t covered because of improper packaging. I have attempt to reach out a couple time now with no response. I am out over $300 in shipping, a $4,000 item, and $600 for eBay’s percentage of the sale. They also tried to make me pay return shipping and refuse to give me the information I need to file a claim on my own. Ups said their claims cannot be filed outside of the store with certain information. Their help line also has gotten me nowhere.

  Business Response

  Date: 12/08/2022

  hello,

  first thing customer did bought packing material and box from us,

  but we did not pack his item,

  we started his claim right away, and after getting reject we restarted too, unfortunately this pkg was not packed properly, we told his it is too heavy for us to pack, we did our best what we could too.UPS is a franchise all decesions are in our hands, all custimers know we personally do not deliver , how and what happens after picked up, we cannot control

   

  Thank you

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  The business’ claim that I packed the item myself is not  true. The receipt that I provided in the attachments proves I paid for in store packing and service. I paid them for packaging and they asked me to place the item in the box so I did. The shipping I paid for was up to 150lbs and I just thought I was doing them a favor. They did not tell me that the insurance I purchased for the package would not be covered because of the packaging they provided. It should have been disclosed that the shipping insurance covering $4100 could not be provided. I would not have shipped this item with ups if I knew this. The shipping and insurance was $300. The package that was destroyed was $4100. The cost to **** was $600. The business I sold the item to was delayed in opening because of this. I feel like the store needs to be held to some sort of liability.

  Regards,
  
  
  
  ******** ***
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 12/10/2022

  Hello,

  we are sorry for any problem and loss it has caused to customer. But in his initial complaint he said we packed it now he is saying he did us a favor by putting it in box. As he stated we told him it is very heavy we wont be able to pack it, he had a choice to walk away if he was not ok with it.

  on the part where he said we did not explain about insurance coverage...

  first thing he did not ask what and how it works, 2nd thing he did sign PSO (electronic document where he signed to confirm address and terms and conditions) it explains everything , he had opportunity to review before signing, if he did not read those documents that is not our fault.

  JUST FYI we take pride to stand by our customers , that is only reason we are still talking to claim department to see if we can help him . but again he corporate does not cover it due to lack of packing there is nothing we can do as we tell all customer we personally do not deliver it as soon as it is out of our door we do not know how and where it is being handled. 

   in this case with this unfortunate situation customer decided to come after us where it is not our fault .

  thanks

   

   

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter
  

  there was no response made to resolve the matter. 
  
  
  Regards,
  
  
  
  ******** ***