Crawford &

Complaint: [redacted] I am rejecting this response because:The components of the shipped item were professionally wrapped and protected inside the heavy wall wooden box. The is box and the bottom special protective lining was manufactured in Europe specifically for shipment of the referenced item to the U.S. a few years earlier. Overall, the packing exceeded UPS's guidelines. Even though UPS's guidelines does not specify the size or type of the bubble wraps, I used the same as used in UPS shipments.The fact is that UPS did not inspect the packing before shipping, or before unpacking the components.Note : The weight of the shipped item including the parts is only 50 LBS. I declared it as 90 LBS because of the weight of the wooden box, plus extra Pounds to be safe. Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***The mattress was NOT covered with any protective covering and it was not just snow in the box but the box and mattress was soaking wet
Regards,
*** ***

Revdex.com:
I have reviewed the response and here is the information that they requested: .reference to complaint ID *** Claim # ***Tracking # ***
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meI have jumped through hoops for this claim and I have explained already to many representatives that my daughter bought this mattress in She has moved several times and does not have an original receiptI have had claims paid in the past bu *** without a receipt as long as I could show them something close to my itemThe *** store and other *** stores have told me that they have had claims paid with a receiptI have sent *** a letter from the company where my daughter bought her bed showing the exact mattress and costI also sent them the websiteI was told that it was an advertisement and would not accept itThe representative stated how do we know that your daughter bought this mattressSo, in other words my daughter was a liar?? I sent them a picture of the tag from her mattress so they could see the mattress that she shipped. Why would she insure something for that price if she had not paid that for it? She was just insuring her investmentShe did not expect it to be dumped on the front lawn in a broken down box exposed to the rain and snowThe pictures clearly shows the snow inside the boxThe fact is she paid to have it boxed, shipped and insuredWhy isn't the insurance paying for what their driver destroyed? She did not expect her mattress to be destroyedShe paid to have it insuredIt's your place to cover her lostPlease see the condition of the box left on her front lawn.Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am leaving to go to Hawaii on the 20th of AugustI will not be back until the 29th of AugustI hope to have this resolved before I leave as it has been going on since November of last year I appreciate that you are actually doing something about itI will wait to hear back from you or the storeThe store representative has been nothing but wonderful, her name is ***
Regards,
*** ***

We are sending the mattress tag to a replacement cost service to get a price. The adjuster will be calling the *** *** with a resolution before the end of the week. The *** contract is with The *** ***. Please call them next week to finalize the claim. Let me know if you have any further questions***

I will let the adjuster know that you accepted 50% of what we would normally pay. They will be in contact with you.  [redacted]

We need the receipt for the mattress dated before it was shipped.  A reprint from the store will be fine if they don't have the original one.  Thank you for your help.

Complaint: [redacted]
I am rejecting this response because: I have reviewed the response and here is the information that they requested:.reference to complaint ID [redacted] Claim # [redacted]Tracking # [redacted]Regards, [redacted]

Tracking number:  [redacted] Our claim number:  [redacted] Shipper/ Person UPS has contract with:  [redacted] Package shipped to:  [redacted] The chandelier was not packed to meet UPS’s guidelines.  The bubble wrap and peanuts used are for lighter weight...

packages and do not hold up well with so many item weighing a total of 90 pounds.  UPS inspected the crate closely and there was no evidence that UPS had mishandled the package.  I’ve attached some photos of the crate. The crate is good but the cushioning inside was not adequate.  Based on the UPS Tariff Terms and Conditions the shipper is responsible for the packaging and packages must be packed to meet their guidelines and ISTA 3A testing for a small package system.   The best way to ship this would have been to separate the many different parts into several boxes so that each piece could be wrapped with at least two inches of cushioning and would not have the weight of the other items on top of them.   This is best for fragile objects.  Please let me know if additional information is needed.   [redacted] **
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have reviewed the response made by the business in reference to complaint ID [redacted]. The mattress was NOT covered with any protective covering and it was not just snow in the box but the box and mattress was soaking wet.Regards, [redacted]

Was there any damage to the mattress besides that it became wet?   Was the mattress wrapped in plastic inside the box or have any other kind of protective cover?

Complaint: [redacted]
I am rejecting this response because:Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. I have jumped through hoops for this claim and I have explained already to many representatives that my daughter bought this mattress in 2011. She has moved several times and does not have an original receipt. I have had claims paid in the past bu [redacted] without a receipt as long as I could show them something close to my item. The [redacted] store and other [redacted] stores have told me that they have had claims paid with a receipt. I have sent [redacted] a letter from the company where my daughter bought her bed showing the exact mattress and cost. I also sent them the website. I was told that it was an advertisement and would not accept it. The representative stated how do we know that your daughter bought this mattress. So, in other words my daughter was  a liar??  I sent them a picture of the tag from her mattress so they could see the mattress that she shipped.  Why would she insure something for that price if she had not paid that for it? She was just insuring her investment. She did not expect it to be dumped on the front lawn in a broken down box exposed to the rain and snow. The pictures clearly shows the snow inside the box. The fact is she paid to have it boxed, shipped and insured. Why isn't the insurance paying for what their driver destroyed? She did not expect her mattress to be destroyed. She paid to have it insured. It's your place to cover her lost. Please see the condition of the box left on her front lawn.Regards, [redacted]

We make our decisions based on the Tariff/Terms and Conditions which is the contract between UPS and their customers.  It can be found at [redacted] Regarding packaging it states that packing is the responsibility of the shipper.  UPS does not inspect packages before they are shipped.8. PackagingIt is the responsibility of the Shipper to ensure that proper packaging is used and that contents are adequately and securely packed, wrapped and cushioned for transportation.  Shipments must be so packed or wrapped as to meet UPS's published standards related thereto set forth in the Service Guide, or on the ups.com website, and as to pass tests set forth In the International Safe Transit Association ("ISTA") Procedure 3A, Procedure for Testing Packaged Products published by ISTA.  Acceptance of tender by UPS is not an indication  that a Package is packed in accordance with UPS's published standards.  In addition, any tested product must be free from damage and the packaging must afford reasonable protection as determined by UPS in its sole judgment.Here is a link to a video which shows the ISTA 3A testing:  [redacted]   We do not believe this package would have passed the drop part of the above mentioned test.  We are willing to offer 50% of replacement cost, repair cost, or declared value whichever is less if that will settle this case.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Hi;According to below E-mail, I agreed to your proposed settlement. I am still waiting to receive the payment from you.[redacted]

Please provide a UPS tracking number or claim number so we can review your case and see if any resolution can be made.

Complaint: [redacted]
I am rejecting this response because:The components of the shipped item were professionally wrapped and protected inside the heavy wall wooden box. The is box and the bottom special protective lining was manufactured in Europe specifically for shipment of the referenced item to the U.S. a few years earlier. Overall, the packing exceeded UPS's guidelines. Even though UPS's guidelines does not specify the size or type of the bubble wraps, I used the same as used in UPS shipments.The fact is that UPS did not inspect the packing before shipping, or before unpacking the components.Note : The weight of the shipped item including the parts is only 50 LBS. I declared it as 90 LBS because of the weight of the wooden box, plus extra Pounds to be safe.
Regards,
[redacted]