Craters and Freighters

We used them to ship 2 chairs and several pieces of art from Scottsdale AZ to NY. Price was quoted and paid. The chairs we in a cardboard crate and the art bubble wrapped and placed in a wood crate. At some point during the shipping, someone punctured the cardboard crate with the forklift (they missed the wooden platform below the crate). Miraculously the chairs were unharmed. The wooden crate with the art seemed ok, but after unwrapping one of the pieces, the glass was broken , as it turned out, because the frame itself was damaged by them, causing the glass to break. The shipment was insured, but that was only for two of the pieces of art- not the one they damaged. I thought it was for the whole shipment. They refused to pay for the damage they caused. Be sure to read the fine print. I guess one needs to insure for all replacement costs including frame replacement, glass etc. even if the piece isn’t museum quality. In their response to me a one point, they actually had the nerve to say the art that was shipped had shown signs of wear and was not inspected as closely. I’m not sure if they were trying to imply that it was damaged before it was sent, and I guess that means if it’s not museum quality, they don’t care whether it arrives undamaged. Buyer beware!

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ I first off want to apologize for the inconvenience this has causedWe have been packing and shipping in OKC for yearsTheir are challenges that can arise when dealing with freight and/or FedExI want to make note that when this customer called to inform us of damage to her chair, I was told that the packaging had already been discardedI told her that it is a requirement to have the packaging but if their were pictures that should sufficeFedEx denied the claim only due to packaging not being able to be inspectedWe do a lot of packaging for FedEx and our relationship with them is mutually respectableFedex does have guidelines for claims and having packaging available is oneWe then filed a claim with our insurance and the customer has been paid for the amount that the item was insured forInsured amount $1000.00, Chubb paid $and I paid the deductible of the other $Once again our apologies to our customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We finally received the $deductible from Craters and FreightersThe claim was for $1,and after many weeks, we finally have received $totalCraters and Freighters charged us $to ship this chairWe are still missing the $for the shippingWe do not believe it is fair to charge us that amount when the chair was improperly packed and, as a result, arrived brokenUnfortunately, Craters and Freighters has left us with this expenseWe will continue to pursue this refundWhile we appreciate the apology, we want to state that they have left it to us to pursue resolution to this matter and did little, if anything, to helpThe lack of communication with us has been very frustrating, and we will never again use this company Final Business Response / [redacted] (4000, 9, 2015/11/13) */ My bank has notified us that their has been a chargeback attempted for $for the credit card chargeWe will now proceed through there system since the customer decided to move this direction

Initial Business Response /* (1000, 5, 2015/11/02) */
I first off want to apologize for the inconvenience this has caused. We have been packing and shipping in OKC for 15 years. Their are challenges that can arise when dealing with freight and/or FedEx. I want to make note that when this...

customer called to inform us of damage to her chair, I was told that the packaging had already been discarded. I told her that it is a requirement to have the packaging but if their were pictures that should suffice. FedEx denied the claim only due to packaging not being able to be inspected. We do a lot of packaging for FedEx and our relationship with them is mutually respectable. Fedex does have guidelines for claims and having packaging available is one. We then filed a claim with our insurance and the customer has been paid for the amount that the item was insured for. Insured amount $1000.00, Chubb paid $500.00 and I paid the deductible of the other $500.00. Once again our apologies to our customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We finally received the $500.00 deductible from Craters and Freighters. The claim was for $1,440.40 and after many weeks, we finally have received $1000.00 total. Craters and Freighters charged us $440.40 to ship this chair. We are still missing the $440.40 for the shipping. We do not believe it is fair to charge us that amount when the chair was improperly packed and, as a result, arrived broken. Unfortunately, Craters and Freighters has left us with this expense. We will continue to pursue this refund. While we appreciate the apology, we want to state that they have left it to us to pursue resolution to this matter and did little, if anything, to help. The lack of communication with us has been very frustrating, and we will never again use this company.
Final Business Response /* (4000, 9, 2015/11/13) */
My bank has notified us that their has been a chargeback attempted for $440.40 for the credit card charge. We will now proceed through there system since the customer decided to move this direction.