The U P S Store # 4866

To whom it concerns, I am not sure why the customer has filed a formal complaint with the Revdex.com - we are in the process of a claim investigation with him as we speak We are awaiting on him actually We need to submit a repair invoice to UPS and can't move forward until we receive thatSee the following email correspondence: From: Gloriana M [redacted] Date: December 30, at 3:57:PM PSTTo: [redacted] < [redacted] @gmail.com>Subject: Re: Damaged Espresso Machine I'm sorry, they don't always want to pick up the itemUsually they inspect it at your houseI can just send in the pictures you've already sent me Since you want to get the machine repaired, can you get an invoice for me for the repair costs( corporate will want that) Arionna On Fri, Dec 30, at 3:PM [redacted] < [redacted] @gmail.com> wrote: Hi Gloriana, While I was out running errands this afternoon I received a call from my wife that a UPS driver showed up to our house (without contacting us ahead of time) He said he was instructed to pickup our espresso machine Fortunately, he did not take the machine because the machine is not boxed up (though my wife would have gladly have given the machine due to the mess/her growing frustration with it taking over our hallway/entranceway) What I’m confused about is that on Dec 29th, we were advised that UPS would be sending someone to INSPECT the package/machine and NOT to pick up the machine To reiterate: I am not requesting UPS to take my $7,espresso machine off of my hands but rather that they refund the $shipping/packaging and $insurance so that I can have the electronics that were damaged in the machine as a result of this stores packing negligence professionally repaired Kindly advise On Thu, Dec 29, at 9:PM, [redacted] < [redacted] @gmail.com> wrote: The coupon is attached The discount was only for the packaging service though On Thu, Dec 29, at 5:PM, Gloriana M [redacted] wrote: No worries, I hope they can come inspect as soon as possible, I know their busy with the holiday seasonThanks much for the pictures I see on the receipt, you received a 20% discountDid you have a coupon? Would you be able to send that to me as well Thanks [redacted] On Thu, Dec 29, at 3:PM [redacted] < [redacted] @gmail.com> wrote: Thanks Gloriana We haven’t moved the package since it’s arrived The espresso machine is actually in the middle of our hallway/entrance to our house (my wife’s getting a little antsy with it being the holiday season so the sooner someone can look at it the better, she got a little upset that it hasn’t moved earlier this morning ;-) Also, the water has dried up since it’s been a few days but I do have detailed pictures of everything You can download the images here If you have any additional questions or if there is anything that I can do to help on this end please let me know and I’d be happy to help On Thu, Dec 29, at 3:PM, Gloriana M [redacted] wrote: ***, I have reported the damage to corporateNext step is they will come inspect the package, If they do not make it to inspect, they will need detailed picturesSo please keep all items as isI will keep you updated every step of the way, Heads up it does take time but I will try to get this paid for you in a timely manner Let me know if you have any questions, Have a happy new year! [redacted] As you can see my employee Arionna has been working with him to get his claim processed Once we receive the required information from the customer we will continue to process the claim Let me know if I can provide additional information Thank you, Gloriana M [redacted] Arionna On Wed, Dec 28, at 10:AM, [redacted] < [redacted] @gmail.com> wrote: Hi Arionna, This is [redacted] I spoke with Tiffany last week at the UPS Store: regarding the damaged espresso machine due to the negligence and lack of handling instructions on the box As I mentioned to Tiffany, when the box arrived the 133+ lb machine was delivered sideways and was completely soaked from top to bottom in water This machine retails for $7,and to repair the electronics that were damaged in the shipping will likely cost significantly more than what the machine was insured for in the first place I am requesting a full refund from the shipping and packaging costs ($294.09) along with the $insurance, so that I can have the electronics that were damaged in the machine as a result of this stores packing negligence professionally repaired If you have any additional questions you can contact me at: [redacted] Regards, [redacted] -- Gloriana M***, Owner Arionna H***, AdminAsst UPS Store Operations for The Lakewood UPS Store,The Normandy Park UPS Store & The UPS Store at JBLM Olympia Ave NE # Renton, WA Phone #425-264- Fax#425-282- gotdocsinarow@gmail

***,I also share in your frustration. Unfortunately, sometimes the claims process can be a lengthy one and difficult to navigate and push throughI wish it weren't that way. As you know, we have escalated your claim to a higher level of management with the UPS Store Corporate. I know we will get the matter resolved. I apologize for the wording in our message when Arionna was leaving on vacation. We should have said I would have been in touch had I heard any updates. I didn't reach out to you as I hadn't heard anything.Moving forward we will be in contact with you on a weekly basis until this matter is resolved. I am confident it will be taken care ofAgain, I understand your frustration. I do appreciate your further patience and understanding. Thank you,Gloriana

Complaint: ***
I am rejecting this response because:The damaged espresso machine was delivered on 12/21/2016. I received a call about a month ago from the owner of the store stating that the claim WAS approved and should be processed shortly. On 2/14/Arionna sent an email citing “logistical issues with corporate” and it is now 3/15/ALMOST THREE MONTHS LATER after the package was delivered and this matter has STILL not been resolved. This is incredibly frustrating as a customer to be “kicked down the road”, led to believe the claim was processed (by the store owner) only to be told later that a logistical issue (with no further explanation or insight into when the issue will be resolved) is causing a delay. I’m sure you can imagine my growing frustration with how this entire incident has been handled. The last correspondance I received was from Arionna received on 2/24/2017: "I've reached out to UPS store corporate for assistance I've e mailed them times since I've last talked to youThe claim was definitely started, there seems to be an issue on UPS's end. I understand your frustration completelyWe're waiting to hear back from UPS Store corporate on thisI will be on vacation, my boss will be in touch with you next week. Thanks Arionna”
Sincerely,
*** ***

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.
Sincerely,
[redacted]

To whom it concerns,
I am not sure why the customer has filed a formal complaint with the Revdex.com - we are in the process of a claim investigation with him as we speak.  We are awaiting on him actually.  We need to submit a repair invoice to UPS and can't move forward until we receive...

that. See the following email correspondence:
From: Gloriana M[redacted] <[email protected]>Date: December 30, 2016 at 3:57:50 PM PSTTo: [redacted] <[redacted]@gmail.com>Subject: Re: Damaged Espresso Machine
I'm sorry, they don't always want to pick up the item. Usually they inspect it at your house. I can just send in the pictures you've already sent me. 
Since you want to get the machine repaired, can you get an invoice for me for the repair costs( corporate will want that)
Arionna
On Fri, Dec 30, 2016 at 3:37 PM [redacted] <[redacted]@gmail.com> wrote:
Hi Gloriana,
While I was out running errands this afternoon I received a call from my wife that a UPS driver showed up to our house (without contacting us ahead of time).  He said he was instructed to pickup our espresso machine.  Fortunately, he did not take the machine because the machine is not boxed up (though my wife would have gladly have given the machine due to the mess/her growing frustration with it taking over our hallway/entranceway).  
What I’m confused about is that on Dec 29th, we were advised that UPS would be sending someone to INSPECT the package/machine and NOT to pick up the machine. 
To reiterate: I am not requesting UPS to take my $7,500 espresso machine off of my hands but rather that they refund the $294.09 shipping/packaging and $500 insurance so that I can have the electronics that were damaged in the machine as a result of this stores packing negligence professionally repaired.
Kindly advise.
  
On Thu, Dec 29, 2016 at 9:00 PM, [redacted] <[redacted]@gmail.com> wrote:
The coupon is attached.  The discount was only for the packaging service though.
On Thu, Dec 29, 2016 at 5:16 PM, Gloriana M[redacted] <[email protected]> wrote:
No worries, I hope they can come inspect as soon as possible, I know their busy with the holiday season. Thanks much for the pictures. 
I see on the receipt, you received a 20% discount. Did you have a coupon? Would you be able to send that to me as well. 
Thanks [redacted]
On Thu, Dec 29, 2016 at 3:01 PM [redacted] <[redacted]@gmail.com> wrote:
Thanks Gloriana.  
We haven’t moved the package since it’s arrived.  The espresso machine is actually in the middle of our hallway/entrance to our house (my wife’s getting a little antsy with it being the holiday season… so the sooner someone can look at it the better, she got a little upset that it hasn’t moved earlier this morning ;-).  
Also, the water has dried up since it’s been a few days but I do have detailed pictures of everything.  You can download the images here.
If you have any additional questions or if there is anything that I can do to help on this end please let me know and I’d be happy to help.
On Thu, Dec 29, 2016 at 3:55 PM, Gloriana M[redacted] <[email protected]> wrote:
[redacted],
I have reported the damage to corporate. Next step is they will come inspect the package, If they do not make it to inspect, they will need detailed pictures.. So please keep all items as is. I will keep you updated every step of the way, Heads up it does take time but I will try to get this paid for you in a timely manner..
Let me know if you have any questions, Have a happy new year!
 
[redacted]
As you can see my employee Arionna has been working with him to get his claim processed.  Once we receive the required information from the customer we will continue to process the claim.
 
Let me know if I can provide additional information.  Thank you, Gloriana M[redacted]
 
 
 
Arionna
On Wed, Dec 28, 2016 at 10:31 AM, [redacted] <[redacted]@gmail.com> wrote:
Hi Arionna,
This is [redacted] I spoke with Tiffany last week at the UPS Store: 4866 regarding the damaged espresso machine due to the negligence and lack of handling instructions on the box.  
As I mentioned to Tiffany, when the box arrived the 133+ lb machine was delivered sideways and was completely soaked from top to bottom in water.  This machine retails for $7,500 and to repair the electronics that were damaged in the shipping will likely cost significantly more than what the machine was insured for in the first place.  
I am requesting a full refund from the shipping and packaging costs ($294.09) along with the $500 insurance, so that I can have the electronics that were damaged in the machine as a result of this stores packing negligence professionally repaired.
If you have any additional questions you can contact me at: [redacted]
Regards,
[redacted]
--
Gloriana M[redacted], Owner
Arionna H[redacted], Admin. Asst.
UPS Store Operations for
The Lakewood UPS Store,The Normandy Park UPS Store & The UPS Store at JBLM
401 Olympia Ave NE #33
Renton, WA  98056
Phone #425-264-5091
Fax#425-282-4166
[email protected]
{a.k.a. Docs in a row Administrative office for T-towndocs, llc, Docsinthepark, llc and Fortdocs, llc}

Sorry for the delayed response.  The original email was sent to the store and overlooked by the staff. Our apologies.  Unfortunately - when there is a claim we act as the middle man between the customer and UPS Claims department. I have a dedicated staff member handling...

claims for our stores.  The claim was originally sent in and we have gone back and forth with the claims department advocating for the customer.  Sometimes it just takes time. 60-90 days is not out of the norm to get a claim settled unfortunately.  We have reached out to UPS Store corporate and asked for an escalation of the matter.  If we don't get a resolution next week from UPS Claims - we will advance the claim payment to the customer which is not our normal protocol - but will -because we also want this matter put behind us. Thank you, Gloriana M[redacted] 206-919-3041

Complaint: [redacted]
I am rejecting this response because: the matter is not yet resolved. 
Sincerely,
[redacted]