The UPS Store

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I'm afraid I have to report that I have had a very bad experience with store # 1117, Naples, FL. They packed 2 very valuable loud speakers ($16,000 per pair new, $6,850 for this used pair) for shipment to me which were damaged in transit. They were packed by Store 1117 and were packed quite well, that wasn't the problem. They were mishandled in transit. The bad experience started with the insurance claims process. UPS dictates that the customer (me) can ONLY deal with the UPS Store that shipped the package. Unfortunately, Lorraine of Store 1117 did not see her role as being my advocate. On multiple occasions there were long lapses of time when nothing was happening on my case. I requested that Lorraine call the UPS Claims Dept on those occasions. Lorraine informed me repeatedly; she was only willing to act as a conduit and not willing to call to find out what was going on. When I gave her something, she would pass it along to the Claim's dept. When the claims dept gave her something, she would pass it on to me. But that was it. I tried every manner of prompting her to be my advocate, but she was only willing to act as a conduit, nothing more, and nothing less. Finally, I called the UPS Capital Claims Dept directly. They informed me that they couldn't tell me anything, only Lorraine could tell me what was going on. I made a big enough stink and they called Lorraine and asked for her permission to communicate directly with me. She gave them permission. It was then that they informed me my claim had been voided. They were kind enough to re-open the claim and told me they had additional information but they could only give it to Lorraine. They asked me to have Lorraine call them and gave me the correct phone number for her to call. I began to feel like I was close to resolution. I e-mailed Lorraine and told her that we might finally be close to resolution. All she had to do was call the claims department. I never heard back from her. I e-mailed her again. No response. I called UPS Stores Corporate office and they told me they would try and help. They called her, but even they could not prompt Lorraine into calling for me. I then received a check for half the value of my claim. I e-mailed Lorraine and informed her that was unacceptable and advised her to stop payment on the check; I was not going to accept half the value of my claim. It is now weeks later and I have received no additional explanation, no additional information, nothing. I am currently preparing paperwork to file in small claims court. I just don't know what else to do. My advice to potential customers: stay away from UPS Store 1117 . Find a store where the owner / operator is willing to be your advocate if something is damaged in shipment, because the store that ships the package is the only one authorized to communicate with you if you make a claim. You'll want to find a store you can rely on.