My experience with the good old USPS

Review: USPS Damaged Package

I recently had an unfortunate experience with the USPS that I feel compelled to share. I shipped an expensive fragile item using their service Ground Advantage, which comes with $100 insurance included at no extra cost. Upon arrival, the buyer promptly reported the package was noticeably damaged. This was deeply disappointing, especially considering the care I took in packaging the item securely.

The buyer sent me images of the exterior of the box showing clear signs of mishandling, with significant dents and tears in the cardboard. It was evident that the package had been subjected to rough handling during transit, despite being labeled as fragile.

Upon opening the package, the buyer discovered the item inside had indeed suffered considerable damage. Despite being securely packed in corrugated dunnage and marked as fragile, it was clear that it had been mishandled during its journey. This was not only frustrating but also disheartening to the buyer, as the item was intended as a gift.

I instructed the buyer to promptly repackage the item in the original box, take the package to the local USPS office and instruct them to return the item to sender. This is necessary because in order to file a USPS claim the item must be handed over to the USPS in the original packaging. Once I received the item I promptly refunded the buyer the cost of the item including the shipping cost. I then proceeded to file the claim, gathered all required documentation and handed to package over to the USPS.

In terms of customer service, while I appreciate that accidents can happen, the response from USPS was not anywhere satisfactory. Although I filed a claim promptly and provided all necessary documentation, the process was slow and somewhat opaque. Communication was lacking, and it took longer than expected to receive a resolution, which was not in my favor by the way. The reason they gave was I failed to clearly show the cost of the item, although I submitted documentation that clearly showed what was paid for the item. I lost the original cost of the item, the shipping cost to send the item to the buyer, the packaging cost and the processing fee of the platform that I used to sell the item, which is their policy not to refund in the event of a return.

Although the package was clearly marked as fragile it is clear it took excessive force to bend the bottom steel base plate. Where in the normal transportation process would the package be subjected to enough force to damage the steel base plate?, no where in my opinion. This level of damage would not be caused from proper handling by an employee or by traveling on a conveyor. No, this level of damage was caused by something unusual, such as an unfortunate accident by the vehicle transporting the package, it's possible, or even more likely by an employee that just doesn't care. In my opinion it would more than likely be the latter. Regardless of direct cause, there is no disputing the fact the damage was caused while in the hands of the USPS. They are responsible although they refuse to take responsibility. Instead they developed an insurance claim process that practically makes it impossible to successfully file a claim against the USPS.

Overall, my experience with USPS in this instance was disappointing to say the least. While I understand that shipping delicate items carries inherent risks, I had expected better handling and care given the circumstances. Moving forward, I hope they can improve their handling procedures to prevent similar incidents and enhance customer satisfaction. For now, I would caution others to consider alternative shipping methods when shipping expensive fragile items.

Before:

After:

Packed with 1/2" corrugated dunnage