We asked UPS what went wrong.
“Confusion with the claim was related to the designation of the package changing from self-packed to store packed,” said UPS spokeswoman Kim Krebs. “Once it was determined The UPS Store did assist with the packing, the claim was moved through the process without issue.”
Also, she said, the employee who originally assisted O’Connell is no longer employed at the store, which Krebs said contributed to delays in gathering information for the investigation.
We also asked what customers can do to avoid a situation like what happened to O’Connell.
Krebs said the best thing to do when shipping breakable items is to “have the experts at The UPS Store pack the items for them.”
You can read more about the company’s shipping guarantee here.
And if you ever need to file a claim, you can do so here.
Thanks to UPS for taking care of this customer.