daveverdo
New member
Hey All,
Just thought I would share an experience with all of you because I know many people make online and catalog purchases. I purchased a T5 light fixture online. I received the light with a broken bulb and the vendor promptly sent a replacement. I placed the fixture on my then empty tank and was not happy with the way it looked. I decided to return the fixture. The vendor said to ship it back and they would give me a credit. I shipped the item UPS through Staples. When the fixture arrived at the vendor the light was damaged to the extent that the vendor would not give me credit for returning it and suggested I make a claim with UPS. They said they would hold the item for UPS inspection.
I contacted UPS and was told that they act as a subcontractor for Staples and that I needed to make a claim through Staples. I did not realize that when you shipped something through Staples that you were not actually forming a contract with UPS with Staples acting as an agent, my bad. You actually make a contract with Staples to ship the package and then they subcontract with UPS. The Customer Service rep at UPS was very helpful and actually took down a lot of information and started the claim process and scheduled a pick-up for the next day so that UPS could inspect the package. The UPS rep said things usually took 7-10 business days. I contacted Staples and they said minimum 8-10 WEEKS before I could see a claim check.
Well ten days later I checked the claim status and the item had not even been picked up yet. I emailed UPS and they said they couldn't do anything or even talk to me about the order because officially Staples was the shipper not me. I expressed my displeasure in an email and was told tough luck, call Staples. I emailed again saying that UPS spoke with me initially and started the process but now are passing the buck. I called Staples and was on hold for 30 minutes before someone told me there was no progress and that I shouldn't expect to hear from them for another 3-5 weeks.
I had not gotten any extra insurance so I would only get $100 plus the $21 shipping, if anything.
Needless to say, I was very disappointed. I took a chance and sent email to the Chairman and CEO of UPS stating my displeasure. I did not even have an email address, I looked up his name and sent email to an address with his first initial and last name @ups.com. Within an hour I received an email from a high ranking person in Corporate Relations asking me to call her. I spoke with her she offered to send me a check for full replacement cost plus shipping as a gesture of good customer service.
She also said it doesn't close out the claim, that if I settle the claim with Staples. I should still get them to send me the real claim check and return the damaged fixture. The check from UPS was just to show they do care about customer satisfaction.
I almost feel bad making UPS send me check for something I am not really contractually entitled to get. Hey, I was only looking to get the claim expedited, they offered the full amount.
Dave
Just thought I would share an experience with all of you because I know many people make online and catalog purchases. I purchased a T5 light fixture online. I received the light with a broken bulb and the vendor promptly sent a replacement. I placed the fixture on my then empty tank and was not happy with the way it looked. I decided to return the fixture. The vendor said to ship it back and they would give me a credit. I shipped the item UPS through Staples. When the fixture arrived at the vendor the light was damaged to the extent that the vendor would not give me credit for returning it and suggested I make a claim with UPS. They said they would hold the item for UPS inspection.
I contacted UPS and was told that they act as a subcontractor for Staples and that I needed to make a claim through Staples. I did not realize that when you shipped something through Staples that you were not actually forming a contract with UPS with Staples acting as an agent, my bad. You actually make a contract with Staples to ship the package and then they subcontract with UPS. The Customer Service rep at UPS was very helpful and actually took down a lot of information and started the claim process and scheduled a pick-up for the next day so that UPS could inspect the package. The UPS rep said things usually took 7-10 business days. I contacted Staples and they said minimum 8-10 WEEKS before I could see a claim check.
Well ten days later I checked the claim status and the item had not even been picked up yet. I emailed UPS and they said they couldn't do anything or even talk to me about the order because officially Staples was the shipper not me. I expressed my displeasure in an email and was told tough luck, call Staples. I emailed again saying that UPS spoke with me initially and started the process but now are passing the buck. I called Staples and was on hold for 30 minutes before someone told me there was no progress and that I shouldn't expect to hear from them for another 3-5 weeks.
I had not gotten any extra insurance so I would only get $100 plus the $21 shipping, if anything.
Needless to say, I was very disappointed. I took a chance and sent email to the Chairman and CEO of UPS stating my displeasure. I did not even have an email address, I looked up his name and sent email to an address with his first initial and last name @ups.com. Within an hour I received an email from a high ranking person in Corporate Relations asking me to call her. I spoke with her she offered to send me a check for full replacement cost plus shipping as a gesture of good customer service.
She also said it doesn't close out the claim, that if I settle the claim with Staples. I should still get them to send me the real claim check and return the damaged fixture. The check from UPS was just to show they do care about customer satisfaction.
I almost feel bad making UPS send me check for something I am not really contractually entitled to get. Hey, I was only looking to get the claim expedited, they offered the full amount.
Dave
