I went to this store, #338, to ship numerous porcelain and crystal items to myself for when I returned to the US. I did not purchase insurance. This was my second time doing this but I used a different UPS store the first time (On Upper James St inHamilton, was excellent!!). The first time every item was wrapped in several layers of bubble wrap. Every item was wrapped safely like well padded balls. This was the same quality I expected. I left my items at the store and returned the next day in order to give them time to pack the items. To my horror, every item arrived broken. Not only broken, but several were shattered in small pieces. No bubble wrap was used, but simply one thin piece of foam paper covered each item, then popcorn was used inside the box. Plates were directly against the cardboard, one on top of the other with a thin foam sheet in between. Crystal glasses, each in one foam sheet were placed one inside of the other. The heavy bottoms of one glasses pressed into the other causing the slightest jar to shatter the edges. UPS did an investigation in which they said the was "no case" with them since the the damage was not due to the way the box was handled in shipping (the cardboard box was like new, no markings or dents). UPS damages department made it clear that they would not reimburse the store owner because the damage was due to inadequate packaging. When I called the owner, Chris, he refused to reimburse me my cost of shipping. He said since I had not purchased insurance, I was not due anything. I told him I understood that I could not be compensated for my family heirlooms, but I should not have to pay for inadequate service. UPS corporate was also of no help. They said my issue was with the store and that every store goes through a training in packaging. When I asked them why then did the UPS damage dept state my box was packed incorrectly? Her response was that improper packing was a standard response but every store is "certified". When I recounted that the first time I sent items nothing was broken and this time everything was broken and both boxes were packed completely different, she kept repeating, their was nothing she could do because I did not purchase insurance. UPS corporate was no help, every store is independently operated. I guess according to UPS, you need to pay for insurance in order to get compensated for bad service. If the way this store packed my items is their standard, I will never use this store nor ever recommend them. Again, I was not asking to be compensated for my loss, just reimbursed the fee I paid when UPS investigation deemed the box was improperly packed. The proof is in the pudding...everything arrived broken. Thin sheets of foam and popcorn packing does not protect fragile items. I would have packed them as such if I were putting them in the back of my car and driving cross country in order to prevent rattling, not when shipping them internationally. I will never recoup what was lost, but the sting is, I had to pay for the privilege. read more
