Ship EZ Worldwide

From: [redacted] [Sent: Friday, June 12, 5:PMTo: [email protected]; [redacted] Subject: Rejecting response for complaint [redacted] I am rejecting this response because:The Devil is in the details and I would like to see some details for her claim Please see below for the questions that I have posed to her Obviously, if her account is accurate, then she will have no problem the providing details to me that I am asking for For instance, why did it take until April 22nd for UPS to contact me? Why was it at that time, when I called EZShip for the 10th time, they I was informed that if I didn’t have the boxes, they couldn’t inspect How come she didn’t tell me this at the time of the original damage? Why didn’t UPS call me to request to see the packages at that time she claims to have started the claim in November? Why weren’t any of the boxes that they shipped, marked fragile? Wouldn’t any reputable shipper mark delicate items being shipped as “Fragile” on the outside of the boxes? She can claim that she is an upstanding business in your community but where are her facts? The fact is that her response to my complaint is a gross and blatant misrepresentation of the facts, designed to fit neatly into her narrative When I originally (and immediately) contacted her regarding the damage and looking for her guidance and instructions on how to handle this, she instructed me to take photographs of the boxes and their seals on the bottom (as she stated) so that she could start a claim to the carrier, which I did I also took detailed photos of the contents of each carton as I unpacked them to document any potential damage and shared them with her as wellTaking photos of cartons as I unpack them is a standard practice with me because I have been buying items in on-line auctions for several years and have had a couple of issues where there was breakage/damage to items (in every one of those cases, issue were resolved promptly and satisfactorily by the other shippers of those goods) Although there was NO obvious external damage to ANY of the boxes and no indication on them that the contents were fragile (as the pictures indicate), which I indeed mentioned to her at the time and that the pictures that I took and sent to her certainly verify, she kept insisting that this was an issue with the carrier who delivered the boxes and not her packaging Again, as the photos indicate, her packing was substandard at best At first, she assured me that she was sorry and that she promised to resolve this for me satisfactorily She also expressed her frustrations with her policy of shipping glassware and mentioned that she was going to stop doing so because it always presented problems for her She will deny she said this but I would expect that now Her "word" and follow through on this whole issue has been absolutely nonexistent Just based on her lack of e-mail and phone records to me, I can prove that this has indeed been the case All I have gotten from her was constant apologies and run-arounds as to her admitted lack of communication and timely resolution of the issue In light of these details, I would like her answers to the following questions in writing please:1)Please explain why the original tracking number for this shipment does not show damage being reported on it until April 22nd, 2015, for an event that took place in October, Here is the tracking link to UPS clearly showing that the claim wasn't started until nearly months after I reported the problem to you (http://wwwapps.ups.com/WebTracking/track) Can you tell me where it indicates that it was started earlier? 2)Did any of the pictures that I sent you of the packages that I received from you, show any external damage to the boxes of any kind, due to mishandling by the carrier? (I have the pictures and have attach a few for you here)3)On what date did you inform me that the original claim had been denied (please present proof in e-mail or phone record form) 4)Did you ever call me back, AS PROMISED ON SEVERAL OCCASIONS, to tell me the status of the claim issued? As my phone records show, I INITIATED contact and spoke with you on close to separate occasions over months to check on the status of the claim You never called me once! You always had an excuse and told me that is was moving along and that you would get back with me...you never did...if you say you did, please produce your phone call records to both Revdex.com and myself 5) Additionallysince I have NO RECORD of you ever informing me that the original claim, which was supposedly submitted by you to the carrier in November, had indeed been denied, why would offer what seemed to be your heart-felt apologies for "this taking so long and for you not responding back to me" as YOU PROMISED YOU WOULD DO AT THE CONCLUSION OF EVERY CALL! Why would you always say that you were sorry and that there was no excuse, when I asked why you did not keep your word about returning my calls You would also always tell me that the case was still on-going and that "you were checking on it" and that you were in contact with the shipper and monitoring the claim’s progress Based on your own admission that you were not following up with me, why should I now take your word that you did indeed filed the claim when you say you did, in a timely manner?6) Can you produce the carrier's response, in their format, indicating why they denied the claim?7)Why was the original claim denied by the carrier, after you had supposedly sent them the pictures and other documents that I provided you with and why wasn't I kept informed as to the progress? 8)Can you produce a log with detailed records showing your chronological contact with the carrier as it progressed and your subsequent follcontact log with me, to let me know the status? There should be e-mails or notes on-line at their site.9)At no time, did you ever inform me either through e-mail or phone call that the original claim had been denied by the carrier? Please produce exact dates and form of correspondence where you did inform me to prove me wrong.10)When you finally did inform me that the claim was denied, why did you wait to tell me until I CALLED YOU IN APRIL OF 2015, to tell me? Why didn’t you tell me by contacting me first? Why did I have to call you AGAIN to find out? This was months after the original claim was placed supposedly Your excuse this time was that you were afraid to tell me because you knew I would be upset and that you didn't know how to approach it Why were you so apprehensive about telling me? In our last conversation in June, 2015, when you admitted that you didn't intend to resolve this with me after the carrier had denied the claim When I mentioned to you that I was going to take action and that I had recorded everything in detail, you automatically assumed that I meant voice recorded our phone conversations, and you immediately became quiet for a moment and then combative, stating that you had not given me permission to record you I then clarified with you that by "recording the details", I meant that I had documenting everything as it unfolded My question is, why would it matter if I had recorded the voice conversations in the first place? Why were you so concerned about that? What would you have to hide, especially if you were being truthful in your response to both myself, during the course of the claim matter, and with your response to my complaint to Revdex.com of Central Ohio? 12)You stated the following in your response to my complaint to Revdex.com: "On the few occasions we have received complaints of damaged packaging by the receiver, we have been able to resolve the issue with the Carrier (UPS, FedEx, DHL, etc.), covering the damage due to their negligence in the transportation of the items A) How many times has the carrier denied any wrong-doing and denied a claim due to YOUR OWN COMPANY'S NEGLIGENCE for your lack of proper internal packaging? B)As your statement would indicate above, is it your practice to only have the carrier pay for damaged items in your shipments, even if they've been caused by you? If so, is that honest? C)I spoke with the shipper in April after THEY called me in response to your supposed "reopening" of the claim Why was this the very first time that they had ever called me regarding ANY damage claim related to this shipment? Wouldn't they have also contacted me in November of as well if the claim had been submitted originally then? My phone records indicate no such call from UPS at that time I can produce the phone log upon request.13)What would happen if UPS denied a claim by you based on their finding that you or others in your company had not properly packed fragile items? Would you admit to your mistake and make it right for your customer or would you instead, try to blame the carrier for any problems so that they would pay for it and allow you to avoid paying for the mistake yourself and taking direct responsibility for an issue caused by your own company?14)Your charge to me for shipping cartons was over $(which I questioned with you at the time as being over the top, especially after discovering that all of the fine leaded crystal, glassware and other antiques were wrapped in single pieces of newspaper or a small sheet of bubble wrap, if they were wrapped at all - the antique lamps were all together, loose in one box with thin bubble wrap around one of then...why?) PLEASE SEE THE PICTURES FOR EVIDENCE OF WHAT SHE CLAIMS IS PROPER SHIPPING PROCEDURE FOR SUCH ITEMS All boxes had damaged items and broken crystal in them...yet none of the pictures of the boxes indicate external damage from mishandling Based on the pictures that I have included, please indicated how much of the charge was for the newspaper and small amount of bubble wrap and the few Styrofoam peanuts in each box? I would like that in an itemized invoice please15)The auction company which dropped off the items that I had purchased for you to ship to me, provided you with copies of the invoices at that time On them, they specifically listed the items as Waterford Crystal, or "antique lamp", etc Knowing the potential value of these items and the fragility, why would you ever just wrap them in newspaper? On many other occasions, I have had items shipped to me by other shipping companies which were equally of less fragile, yet they double and triple wrapped the items in bubble wrap This was their procedure Why isn’t it yours? This is because they understood their value Do you not recognize that certain fragile items like antique Waterford Crystal and other antiques are irreplaceable and should therefore be treated extra well instead of each being wrapped in one sheet of newspaper? People have entrusted these fragile items to your company don’t you care if they survive your shipping process? Do you just blame it on the carrier all of the time? 16)Look at the pictures of the boxes please Now, based on the fact that you knew that you were shipping leaded crystal, expensive glassware and other antiques, WHY DID NONE OF THE BOXES INDICATED THAT THERE WERE FRAGILE ITEMS INSIDE? 17)How would the carrier even know that the contents were fragile if you never indicated that on the boxes? Was this the oversight of the carrier or by you, the shipper? Is that their fault? Is this another reason why they denied the claim perhaps?18)I would like to know if you personally would seriously be happy with the quality of this shipment and how it was packed, if you had received this yourself in this condition because if you answer yes, you would be lying...especially after spending $to have them shipped? Remember, you said that you packed these yourself - pictures don't lie!19) Please produce a contact name at UPS whom you sent the pictures to on your original claim in November so that I can follow up with them myself...do you have a problem providing that to me along with the date in which you sent them the pictures? I would like to understand your procedures for contact and documentation for future reference I would also like their take on the events If everything that you did was done properly, then you should not have an issue with this request.What I actually think possibly happened here is that perhaps UPS denied your claim, once they saw the pictures of your packaging job and also noticed that the boxes showed no external damage at all and that they were not labeled "Fragile", and therefore they put the issue back on you to deal with You did send the pictures to UPS...correct? The reason I ask is that the first call I received from UPS was on April 22nd...remember...that was around the time you told me you would "reopen the case" It seems odd that there would be no reference to the original pictures and investigation from November on UPS's tracking page, or any noting that a report was originally filed and opened in November, on this shipment, as you stated it was Very unusual indeed I look forward to your timely response to my questions and thank Revdex.com of Ohio for their fair and honest approach to this resolving this issue.I have over pictures with far more detail Please let me know if you would like them along with my phone and e-mail logs regarding this...I will be happy to provide them all I trust that EZShipWorldwide is prepared to do the same.Again, thank you Revdex.com for your help with this matter.Regards, [redacted] PS - I will send the pictures in a separate e-mail - TY________________________________________From: [redacted] Sent: Friday, June 12, 5:PMTo: [redacted] Subject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint # [redacted] .[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted] Here are more pictures supporting my claim.Please note that the last picture attached shows all of the items that were damaged All cartons had damage items in them due to her inept packing job Thank you

ShipEZSHamilton RoadWhitehall, Ohio 43213614-864-off614-864-faxID: ***Revdex.comDublin RoadColumbus, Ohio 43215Attn: *** *** ***Dear Mr***:We at ShipEZ strive in our years of existence, to excel at customer service, satisfaction and
professionalismOurpackaging practices always meets, and frequently exceeds standard packaging requirementsOn the fewoccasions we have received complaints of damaged packaging by the receiver, we have been able to resolve theissue with the Carrier (UPS, FedEx, DHL, etc.), covering the damage due to their negligence in the transportationof the items.We are sorry Mr*** was dissatisfied with our serviceMr***'s items were properly packagedwith all the required material and may have been damaged in the transportationUpon his complaint, ShipEZrequested photographs of the items and opened a claim with UPSMr*** informed us that HE HADDISPOSED OF THE BOXES AND PACKAGINGThis information was forwarded to the carrier UPS, at which pointthey declined the claim as one of their requirements is that they be given the opportunity inspect the packaging.Mr*** was so informed.In spite of this, ShipEZ pursued the claimWe requested that UPS reopen it, in the hope that they may reversetheir decision based on the photographs and the limited packaging materials Mr*** now claimed he stillhadUPS contacted Mr*** and again denied the claim due to the lack of material to inspect.ShipEZ is always willing to try to resolve issues that may arise, and are mostly successful, but as in this casecannot always satisfy the customer.Thank you for your correspondence and your time in addressing this matter.Sincerely,JuanitaShipEZ Representative

From: [redacted] [Sent: Friday, June 12, 2015 5:40 PMTo: [email protected]; [redacted]Subject: Rejecting response for complaint [redacted]I am rejecting this response because:The Devil is in the details…and I would like to see some details for her claim.  Please see below for the questions that I have posed to her.  Obviously, if her account is accurate, then she will have no problem the providing details to me that I am asking for.  For instance, why did it take until April 22nd for UPS to contact me?  Why was it at that time, when I called EZShip for the 10th time, they I was informed that if I didn’t have the boxes, they couldn’t inspect.  How come she didn’t tell me this at the time of the original damage?  Why didn’t UPS call me to request to see the packages at that time she claims to have started the claim in November?  Why weren’t any of the 5 boxes that they shipped, marked fragile?  Wouldn’t any reputable shipper mark delicate items being shipped as “Fragile” on the outside of the boxes?  She can claim that she is an upstanding business in your community but where are her facts?  The fact is that her response to my complaint is a gross and blatant misrepresentation of the facts, designed to fit neatly into her narrative.  When I originally (and immediately) contacted her regarding the damage and looking for her guidance and instructions on how to handle this, she instructed me to take photographs of the boxes and their seals on the bottom (as she stated) so that she could start a claim to the carrier, which I did.  I also took detailed photos of the contents of each carton as I unpacked them to document any potential damage and shared them with her as well. Taking photos of cartons as I unpack them is a standard practice with me because I have been buying items in on-line auctions for several years and have had a couple of issues where there was breakage/damage to items (in every one of those cases, issue were resolved promptly and satisfactorily by the other shippers of those goods).  Although there was NO obvious external damage to ANY of the boxes and no indication on them that the contents were fragile (as the pictures indicate), which I indeed mentioned to her at the time and that the pictures that I took and sent to her certainly verify, she kept insisting that this was an issue with the carrier who delivered the boxes and not her packaging.  Again, as the photos indicate, her packing was substandard at best.  At first, she assured me that she was sorry and that she promised to resolve this for me satisfactorily.  She also expressed her frustrations with her policy of shipping glassware and mentioned that she was going to stop doing so because it always presented problems for her.  She will deny she said this but I would expect that now.  Her "word" and follow through on this whole issue has been absolutely nonexistent.  Just based on her lack of e-mail and phone records to me, I can prove that this has indeed been the case.  All I have gotten from her was constant apologies and run-arounds as to her admitted lack of communication and timely resolution of the issue.   In light of these details, I would like her answers to the following questions in writing please:1). Please explain why the original tracking number for this shipment does not show damage being reported on it until April 22nd, 2015, for an event that took place in October, 2014.  Here is the tracking link to UPS clearly showing that the claim wasn't started until nearly 6 months after I reported the problem to you (http://wwwapps.ups.com/WebTracking/track).   Can you tell me where it indicates that it was started earlier?     2). Did any of the pictures that I sent you of the packages that I received from you, show any external damage to the boxes of any kind, due to mishandling by the carrier?  (I have the pictures and have attach a few for you here)3). On what date did you inform me that the original claim had been denied (please present proof in e-mail or phone record form).  4). Did you ever call me back, AS PROMISED ON SEVERAL OCCASIONS, to tell me the status of the claim issued?  As my phone records show, I INITIATED contact and spoke with you on close to 10 separate occasions over 7 months to check on the status of the claim.  You never called me once!  You always had an excuse and told me that is was moving along and that you would get back with me...you never did...if you say you did, please produce your phone call records to both Revdex.com and myself.  5) Additionally. since I have NO RECORD of you ever informing me that the original claim, which was supposedly submitted by you to the carrier in November, had indeed been denied, why would offer what seemed to be your heart-felt apologies for "this taking so long and for you not responding back to me" as YOU PROMISED YOU WOULD DO AT THE CONCLUSION OF EVERY CALL!  Why would you always say that you were sorry and that there was no excuse, when I asked why you did not keep your word about returning my calls.  You would also always tell me that the case was still on-going and that "you were checking on it" and that you were in contact with the shipper and monitoring the claim’s progress.  Based on your own admission that you were not following up with me, why should I now take your word that you did indeed filed the claim when you say you did, in a timely manner?6) Can you produce the carrier's response, in their format, indicating why they denied the claim?7). Why was the original claim denied by the carrier, after you had supposedly sent them the pictures and other documents that I provided you with and why wasn't I kept informed as to the progress?   8). Can you produce a log with detailed records showing your chronological contact with the carrier as it progressed and your subsequent follow-up contact log with me, to let me know the status?  There should be e-mails or notes on-line at their site.9). At no time, did you ever inform me either through e-mail or phone call that the original claim had been denied by the carrier?  Please produce exact dates and form of correspondence where you did inform me to prove me wrong.10). When you finally did inform me that the claim was denied, why did you wait to tell me until I CALLED YOU IN APRIL OF 2015, to tell me?  Why didn’t you tell me by contacting me first?  Why did I have to call you AGAIN to find out?  This was 6 months after the original claim was placed supposedly.  Your excuse this time was that you were afraid to tell me because you knew I would be upset and that you didn't know how to approach it.   Why were you so apprehensive about telling me?11.  In our last conversation in June, 2015, when you admitted that you didn't intend to resolve this with me after the carrier had denied the claim.  When I mentioned to you that I was going to take action and that I had recorded everything in detail, you automatically assumed that I meant voice recorded our phone conversations, and you immediately became quiet for a moment and then combative, stating that you had not given me permission to record you .  I then clarified with you that by "recording the details", I meant that I had documenting everything as it unfolded.  My question is, why would it matter if I had recorded the voice conversations in the first place?  Why were you so concerned about that?  What would you have to hide, especially if you were being truthful in your response to both myself, during the course of the claim matter, and with your response to my complaint to Revdex.com of Central Ohio?    12). You stated the following in your response to my complaint to Revdex.com: "On the few occasions we have received complaints of damaged packaging by the receiver, we have been able to resolve the issue with the Carrier (UPS, FedEx, DHL, etc.), covering the damage due to their negligence in the transportation of the items.                       A).  How many times has the carrier denied any wrong-doing and denied a claim due to YOUR OWN COMPANY'S NEGLIGENCE for your lack of proper internal packaging?                   B). As your statement would indicate above, is it your practice to only have the carrier pay for damaged items in your shipments, even if they've been caused by you?  If so, is that honest?                   C). I spoke with the shipper in April after THEY called me in response to your supposed "reopening" of the claim.  Why was this the very first time that they had ever called me regarding ANY damage claim related to this shipment?.  Wouldn't they              have also contacted me in November of 2014 as well if the claim had been submitted originally then?  My phone records indicate no such call from UPS at that time.  I can produce the phone log upon request.13). What would happen if UPS denied a claim by you based on their finding that you or others in your company had not properly packed fragile items?  Would you admit to your mistake and make it right for your customer or would you instead, try to blame the carrier for any problems so that they would pay for it and allow you to avoid paying for the mistake yourself and taking direct responsibility for an issue caused by your own company?14). Your charge to me for shipping 5 cartons was over $450.00 (which I questioned with you at the time as being over the top, especially after discovering that all of the fine leaded crystal, glassware and other antiques were wrapped in single pieces of newspaper or a small sheet of bubble wrap, if they were wrapped at all - the antique lamps were all together, loose in one box with thin bubble wrap around one of then...why?).  PLEASE SEE THE PICTURES FOR EVIDENCE OF WHAT SHE CLAIMS IS PROPER SHIPPING PROCEDURE FOR SUCH ITEMS.  All 5 boxes had damaged items and broken crystal in them...yet none of the pictures of the 5 boxes indicate external damage from mishandling.  Based on the pictures that I have included, please indicated how much of the charge was for the newspaper and small amount of bubble wrap and the few Styrofoam peanuts in each box?  I would like that in an  itemized invoice please. 15). The auction company which dropped off the items that I had purchased for you to ship to me, provided you with copies of the invoices at that time.  On them, they specifically listed the items as Waterford Crystal, or "antique lamp", etc.  Knowing the potential value of these items and the fragility, why would you ever just wrap them in newspaper?  On many other occasions, I have had items shipped to me by other shipping companies which were equally of less fragile, yet they double and triple wrapped the items in bubble wrap.   This was their procedure.  Why isn’t it yours?  This is because they understood their value.  Do you not recognize that certain fragile items like antique Waterford Crystal and other antiques are irreplaceable and should therefore be treated extra well instead of each being wrapped in one sheet of newspaper?  People have entrusted these fragile items to your company…don’t you care if they survive your shipping process?  Do you just blame it on the carrier all of the time?  16). Look at the pictures of the boxes please.  Now, based on the fact that you knew that you were shipping leaded crystal, expensive glassware and other antiques, WHY DID NONE OF THE BOXES INDICATED THAT THERE WERE FRAGILE ITEMS INSIDE?  17). How would the carrier even know that the contents were fragile if you never indicated that on the boxes?  Was this the oversight of the carrier or by you, the shipper?  Is that their fault?  Is this another reason why they denied the claim perhaps?18). I would like to know if you personally would seriously be happy with the quality of this shipment and how it was packed, if you had received this yourself in this condition…because if you answer yes, you would be lying...especially after spending $450.00 to have them shipped?  Remember, you said that you packed these yourself - pictures don't lie!19).  Please produce a contact name at UPS whom you sent the pictures to on your original claim in November so that I can follow up with them myself...do you have a problem providing that to me along with the date in which you sent them the pictures?  I would like to understand your procedures for contact and documentation for future reference.   I would also like their take on the events.  If everything that you did was done properly, then you should not have an issue with this request.What I actually think possibly happened here is that perhaps UPS denied your claim, once they saw the pictures of your packaging job and also noticed that the boxes showed no external damage at all and that they were not labeled "Fragile", and therefore they put the issue back on you to deal with.  You did send the pictures to UPS...correct?  The reason I ask is that the first call I received from UPS was on April 22nd...remember...that was around the time you told me you would "reopen the case".  It seems odd that there would be no reference to the original pictures and investigation from November on UPS's tracking page, or any noting that a report was originally filed and opened in November, 2014 on this shipment, as you stated it was.  Very unusual indeed.  I look forward to your timely response to my questions and thank Revdex.com of Ohio for their fair and honest approach to this resolving this issue.I have over 60 pictures with far more detail.  Please let me know if you would like them along with my phone and e-mail logs regarding this...I will be happy to provide them all.   I trust that EZShipWorldwide  is prepared to do the same.Again, thank you Revdex.com for your help with this matter.Regards,[redacted]PS - I will send the pictures in a separate e-mail - TY________________________________________From: [redacted] Sent: Friday, June 12, 2015 5:36 PMTo: [redacted]Subject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted].[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted]Here are more pictures supporting my claim.Please note that the last picture attached shows all of the items that were damaged.  All 5 cartons had damage items in them due to her inept packing job.  Thank you.