Caution About UPS Customer Center in Leesburg

[MandoMan]

The Customer Center in the UPS facility in Leesburg is only open from 3-6, but I needed to ship six large boxes of carefully packed framed paintings to Pennsylvania, and I thought doing it there would be more direct. I saw a post on here a couple weeks ago recommending it. After a twenty minute drive, I waited in line for 45 minutes. Only two customers were allowed inside at a time, and only one UPS worker was at work. The man in front of me had a neatly packed box covered with brown paper. Brown paper wasn’t allowed, it seems, and the woman made him open his box for her inspection, buy a new larger box, repack it, and seal it, all as we waited.

Then it was my turn. The UPS agent wanted to open each of my six large boxes to ensure that there was two inches or more of foam sheet padding on all six sides. She insisted that is UPS regulations. I’ve received and shipped literally dozens of paintings and musical instruments around the country, and I have never shipped or received one with two inches of foam sheets. These paintings were carefully packed in bubble wrap and carefully folded cardboard. Opening each box for her inspection, then cutting foam to fit and buying new boxes if necessary would have taken at least two hours and cost a lot. I’d already paid $70 just for the boxes from Home Depot. Arguing didn’t help. Each box must be opened. I walked out, hauling the boxes in two loads of a hand truck.

I’m sure this is not standard procedure at UPS. Perhaps it’s a sort of passive aggressive behavior by the UPS employee. However, I would recommend going elsewhere for now.

[bilcon]

You should have gone to the UPS store in Pinellas Plaza. No Problem. Even though there was 5 people in front, It only took about 15 min. and no questions about my packing etc.

[Dana1963]

The Customer Center in the UPS facility in Leesburg is only open from 3-6, but I needed to ship six large boxes of carefully packed framed paintings to Pennsylvania, and I thought doing it there would be more direct. I saw a post on here a couple weeks ago recommending it. After a twenty minute drive, I waited in line for 45 minutes. Only two customers were allowed inside at a time, and only one UPS worker was at work. The man in front of me had a neatly packed box covered with brown paper. Brown paper wasn’t allowed, it seems, and the woman made him open his box for her inspection, buy a new larger box, repack it, and seal it, all as we waited.

Then it was my turn. The UPS agent wanted to open each of my six large boxes to ensure that there was two inches or more of foam sheet padding on all six sides. She insisted that is UPS regulations. I’ve received and shipped literally dozens of paintings and musical instruments around the country, and I have never shipped or received one with two inches of foam sheets. These paintings were carefully packed in bubble wrap and carefully folded cardboard. Opening each box for her inspection, then cutting foam to fit and buying new boxes if necessary would have taken at least two hours and cost a lot. I’d already paid $70 just for the boxes from Home Depot. Arguing didn’t help. Each box must be opened. I walked out, hauling the boxes in two loads of a hand truck.

I’m sure this is not standard procedure at UPS. Perhaps it’s a sort of passive aggressive behavior by the UPS employee. However, I would recommend going elsewhere for now.
You have two other options FedEx and USPS.
Life is hell when we have rules enforced.
Provide Internal Protection
It is important to cushion the contents of your package properly.
Please be sure that you wrap each item separately. Fragile articles need separation from each other, and from the corners, sides, top, and bottom of the box.
Each item should be surrounded by at least two inches (5.08 cm) of cushioning and be placed at least two inches (5.08 cm) away from the walls of the box. This prevents product-against-product damage and protects contents from shock and vibration, which can pass from the outside of the box to the contents.
Please use proper cushioning material, combined with a strong outer container, to protect your shipment fully. Make sure you use enough cushioning material to ensure that the contents do not move when you shake the container.
Improper cushioning material includes clothing, blankets, towels, newspaper/newsprint, and pillows. Instead, please use the materials listed below to cushion and protect your shipment:
https://www.organsupply.com/assets/Help-Center-Instructions/UPS-Shipping-Guidelines.pdf

[Bill14564]

You have two other options FedEx and USPS.
Life is hell when we have rules enforced.
Provide Internal Protection
It is important to cushion the contents of your package properly.
Please be sure that you wrap each item separately. Fragile articles need separation from each other, and from the corners, sides, top, and bottom of the box.
Each item should be surrounded by at least two inches (5.08 cm) of cushioning and be placed at least two inches (5.08 cm) away from the walls of the box. This prevents product-against-product damage and protects contents from shock and vibration, which can pass from the outside of the box to the contents.
Please use proper cushioning material, combined with a strong outer container, to protect your shipment fully. Make sure you use enough cushioning material to ensure that the contents do not move when you shake the container.
Improper cushioning material includes clothing, blankets, towels, newspaper/newsprint, and pillows. Instead, please use the materials listed below to cushion and protect your shipment:
https://www.organsupply.com/assets/Help-Center-Instructions/UPS-Shipping-Guidelines.pdf

The highlighted section above was completely uncalled for.

Even though the document references the UPS website it comes from a non-UPS source. I just spent 15 minutes attempting to find those "rules" on the UPS page with no success. If UPS wants to demand that those guidelines be followed then they should make them more discoverable and they should label them "requirements" rather than "guidelines."

What I did find on the UPS page were instructions on how to box, label, and seal packages for UPS shipping. If UPS instructs me to seal the package prior to taking it to them then it is not standard practice for them to ask for it to be opened for inspection.

Except for special circumstances I would not allow the UPS store to open my package for inspection.

Special circumstances could include a package that was too heavy for the size of the box, a package that appeared damaged when I brought it in, or a package for which I was purchasing insurance (if UPS even does that). In those cases I would consider it reasonable for the shipper to ask to inspect the package prior to accepting it. Otherwise, particularly since I was instructed to seal the package before arrival, I would refuse to open it and I would find another place to ship it from.

[John_W]

Thanks for the heads up, I'll never go to that office. I've mailed a few items at the Fedex office that I packed myself and they move fast and are not as rigid with my packing and boxes. In that same thread from a couple of weeks ago I posted this comment.

There is an actual Fedex Location that takes packages exactly 3.1 miles from Morse Blvd and SR 44. No added charges, it's a real Fedex. It's just past the gun shop and across the road on the left. It's behind another building about 50 yards off the road. They have a counter for dropping items off and you don't need an account, just pay in person. It's behind SCP Distributors, see the map at the link.

Google Map Fedex Office (https://www.google.com/maps/dir/28.8114074,-81.923963/28.8239882,-81.9728741/@28.8124109,-81.9290103,784m/data=!3m1!1e3!4m2!4m1!3e0)

[EdFNJ]

As a former manager of a The UPS Store franchise for 4+ years "thems are the rules" ESPECIALLY if the package is oversized or was high value (was insured for a large amount). Here is the catch though, IF it was insured and IF it was damaged they will refuse the claim if the packaging does not meet the requirements. I have seen that multiple times. It was probably a trainee following the rules to the Nth degree which is annoying but just (over)doing his job at this time of the year. Now if you took it to a The UPS Store they might very well easily and quickly accept it as-is ***BUT*** if it was not packaged correctly and there was a claim made you would not collect. When THEY (The UPS Store) do the packaging THEY are responsible if it doesn't meet the requirements and damage occurs and the store francisee pays for it out of pocket (his insurance). I once cost my store franchisee almost $5,000 insurance claim. Needless to say, he wasn't happy.

[John_W]

Something the comments seem not to realize, this was NOT a UPS store or franchise. The OP read the thread from two weeks ago about the Pack & Ship store being a rip-off and went directly to the UPS company office in Leesburg about a mile past the Leesburg Walmart at UPS Customer Svc 2610 W. Griffin Rd, Leesburg, FL 34748. This is an actual UPS service center. That's why above I mentioned the actual Fedex Office is even closer and less stringent. Now we know thanks to the OP.

[EdFNJ]

Something the comments seem not to realize, this was NOT a UPS store or franchise. Whether it is the direct UPS depot, a The UPS Store or a Pack N' Ship UPS packaging rules still apply and it is the person shipping's responsibility to package per required specs or UPS won't be responsible for damages. If there was NO INSURANCE involved that's another story but once an item is insured (over the $100 automatic insurance provided) they have to follow the rules. Probably 95% of the time there is no issues but the 5% creates problems. The likely newbie guy at the UPS depot was just covering his arss to the detriment of those in line and following the rules to an extreme especially when one identifies the contents of the package as something fragile or valuable and insures it.

Edit: Had the OP taken the items to a The UPS Store and paid lotsa $$$$$ for the proper packaging there would be no issue except for the expense however people don't understand what they are (allegedly) being "ripped off" for when they are charged $50+ to PROPERLY package a fragile item. If it gets there without issue they think they were ripped-off. It's like car insurance, you pay but hopefully never need it.

[KJ1325]

As a former manager of a The UPS Store franchise for 4+ years "thems are the rules" ESPECIALLY if the package is oversized or was high value (was insured for a large amount). Here is the catch though, IF it was insured and IF it was damaged they will refuse the claim if the packaging does not meet the requirements. I have seen that multiple times. It was probably a trainee following the rules to the Nth degree which is annoying but just (over)doing his job at this time of the year. Now if you took it to a The UPS Store they might very well easily and quickly accept it as-is ***BUT*** if it was not packaged correctly and there was a claim made you would not collect. When THEY (The UPS Store) do the packaging THEY are responsible if it doesn't meet the requirements and damage occurs and the store francisee pays for it out of pocket (his insurance). I once cost my store franchisee almost $5,000 insurance claim. Needless to say, he wasn't happy.

100% True. Been there.....

[J1ceasar]

And for a few bucks more. They will pick up. USPS picks up Free

[MandoMan]

The highlighted section above was completely uncalled for.

Even though the document references the UPS website it comes from a non-UPS source. I just spent 15 minutes attempting to find those "rules" on the UPS page with no success. If UPS wants to demand that those guidelines be followed then they should make them more discoverable and they should label them "requirements" rather than "guidelines."

What I did find on the UPS page were instructions on how to box, label, and seal packages for UPS shipping. If UPS instructs me to seal the package prior to taking it to them then it is not standard practice for them to ask for it to be opened for inspection.

Except for special circumstances I would not allow the UPS store to open my package for inspection.

Special circumstances could include a package that was too heavy for the size of the box, a package that appeared damaged when I brought it in, or a package for which I was purchasing insurance (if UPS even does that). In those cases I would consider it reasonable for the shipper to ask to inspect the package prior to accepting it. Otherwise, particularly since I was instructed to seal the package before arrival, I would refuse to open it and I would find another place to ship it from.

Thanks. I appreciate your words. The earlier suggestions are good ones. I DO know how to pack, and these things were very well packed. There are several ways used these days to ship paintings in sturdy boxes supported by the corners with air space inside the box instead of lots of bubble wrap and foam peanuts. Plastic bags full of air are great. Last week I received several musical instruments in the mail from West Virginia by UPS that had a quarter inch of used bubble wrap and a couple old boxes opened up and taped around them! I was amazed, but they came through fine. UPS usually does great work.

I took the boxes to Villages Pack & Ship yesterday morning and sent them by UPS Ground with no trouble. Nice people.

[MandoMan]

As a former manager of a The UPS Store franchise for 4+ years "thems are the rules" ESPECIALLY if the package is oversized or was high value (was insured for a large amount). Here is the catch though, IF it was insured and IF it was damaged they will refuse the claim if the packaging does not meet the requirements. I have seen that multiple times. It was probably a trainee following the rules to the Nth degree which is annoying but just (over)doing his job at this time of the year. Now if you took it to a The UPS Store they might very well easily and quickly accept it as-is ***BUT*** if it was not packaged correctly and there was a claim made you would not collect. When THEY (The UPS Store) do the packaging THEY are responsible if it doesn't meet the requirements and damage occurs and the store francisee pays for it out of pocket (his insurance). I once cost my store franchisee almost $5,000 insurance claim. Needless to say, he wasn't happy.

I didn’t ask for insurance.

[jillv]

Except with post office you get what you pay for. It took eight days for my very small package containing a flash drive and a letter to get from Wildwood to Rockledge, Fl. which is about an hours drive.

[noslices1]

[QUOTE=Choro&Swing;1873584]The Customer Center in the UPS facility in Leesburg is only open from 3-6, but I needed to ship six large boxes of carefully packed framed paintings to Pennsylvania, and I thought doing it there would be more direct. I saw a post on here a couple weeks ago recommending it. After a twenty minute drive, I waited in line for 45 minutes. Only two customers were allowed inside at a time, and only one UPS worker was at work. The man in front of me had a neatly packed box covered with brown paper. Brown paper wasn’t allowed, it seems, and the woman made him open his box for her inspection, buy a new larger box, repack it, and seal it, all as we waited. UPS service at Pinellas Plaza

Then it was my turn. The UPS agent wanted to open each of my six large boxes to ensure that there was two inches or more of foam sheet padding on all six sides. She insisted that is UPS regulations. I’ve received and shipped literally dozens of paintings and musical instruments around the country, and I have never shipped or received one with two inches of foam sheets. These paintings were carefully packed in bubble wrap and carefully folded cardboard. Opening each box for her inspection, then cutting foam to fit and buying new boxes if necessary would have taken at least two hours and cost a lot. I’d already paid $70 just for the boxes from Home Depot. Arguing didn’t help. Each box must be opened. I walked out, hauling the boxes in two loads of a hand truck.

I’m sure this is not standard procedure at UPS. Perhaps it’s a sort of passive aggressive behavior by the UPS employee. However, I would recommend going elsewhere for now.[/QUOTE

I have shipped paintings UPS from the store in Pinellas Plaza with no problem.

[Girlcopper]

You should have gone to the UPS store in Pinellas Plaza. No Problem. Even though there was 5 people in front, It only took about 15 min. and no questions about my packing etc.
And probably cost double than what the post office charges.

[davem4616]

You should have gone to the UPS store in Pinellas Plaza. No Problem. Even though there was 5 people in front, It only took about 15 min. and no questions about my packing etc.


we recently used the UPS store in Pinellas Plaza to ship a sewing/embroidery machine out to a friend in California. New the machine was $5K...used this model sells on eBay for anywhere from $4K to $2K. This store does do a good job.

We had the store pack everything...two boxes, close to $600 to ship it across country. We insured it for $2K.

The machine was in perfect condition, somewhere a long the route it was 'hard dropped' and the timing was all messed up. Cost to repair was over $300. We had it repaired in California. UPS is denying the damage claim, saying this is a scam...the local UPS Store is trying to get the claim approved another way. The amount of documentation UPS wants is crazy... Buying shipping insurance seems to be a hollow promise.

[4557Spahr]

As a past claims inspector for UPS I can assure you, no UPS Center wants to pay for your claim. If it was high value they have an obligation to inspect it. Any claims come straight out of their cost center budget. I’d go in with my package untaped, ready for inspection. If you ship from one of the UPS stores, they are considered the shipper and all claims go through them. Taking it to the UPS center as you did was your best bet. Patience is required no matter where you go this time of year. Of course you can use the more convenient pack and ships. They do a great job.

[KRM0614]

The Customer Center in the UPS facility in Leesburg is only open from 3-6, but I needed to ship six large boxes of carefully packed framed paintings to Pennsylvania, and I thought doing it there would be more direct. I saw a post on here a couple weeks ago recommending it. After a twenty minute drive, I waited in line for 45 minutes. Only two customers were allowed inside at a time, and only one UPS worker was at work. The man in front of me had a neatly packed box covered with brown paper. Brown paper wasn’t allowed, it seems, and the woman made him open his box for her inspection, buy a new larger box, repack it, and seal it, all as we waited.

Then it was my turn. The UPS agent wanted to open each of my six large boxes to ensure that there was two inches or more of foam sheet padding on all six sides. She insisted that is UPS regulations. I’ve received and shipped literally dozens of paintings and musical instruments around the country, and I have never shipped or received one with two inches of foam sheets. These paintings were carefully packed in bubble wrap and carefully folded cardboard. Opening each box for her inspection, then cutting foam to fit and buying new boxes if necessary would have taken at least two hours and cost a lot. I’d already paid $70 just for the boxes from Home Depot. Arguing didn’t help. Each box must be opened. I walked out, hauling the boxes in two loads of a hand truck.

I’m sure this is not standard procedure at UPS. Perhaps it’s a sort of passive aggressive behavior by the UPS employee. However, I would recommend going elsewhere for now.
You are correct. You do not have to open the box or packaging or sign some crazy form. You are not exporting. This area has a lot of people who started a second business and know the elderly comply . Sad

[KRM0614]

Whether it is the direct UPS depot, a The UPS Store or a Pack N' Ship UPS packaging rules still apply and it is the person shipping's responsibility to package per required specs or UPS won't be responsible for damages. If there was NO INSURANCE involved that's another story but once an item is insured (over the $100 automatic insurance provided) they have to follow the rules. Probably 95% of the time there is no issues but the 5% creates problems. The likely newbie guy at the UPS depot was just covering his arss to the detriment of those in line and following the rules to an extreme especially when one identifies the contents of the package as something fragile or valuable and insures it.

Edit: Had the OP taken the items to a The UPS Store and paid lotsa $$$$$ for the proper packaging there would be no issue except for the expense however people don't understand what they are (allegedly) being "ripped off" for when they are charged $50+ to PROPERLY package a fragile item. If it gets there without issue they think they were ripped-off. It's like car insurance, you pay but hopefully never need it.
Wrong the rules are not the same and these small time folks do not have the ability to do a full service franchise

[EdFNJ]

You do not have to open the box or packaging or sign some crazy form. You are not exporting. This area has a lot of people who started a second business and know the elderly comply . Sad

This also apples to any shipping agent (and that INCLUDES the small private businesses) who accepts packages for UPS and I would assume also Fedex and their agents. In my experience just from running a single small The UPS Store franchise for a number of years we found illegal shipments of guns and ammo and liquor. OBVIOUSLY probably 80% of the time rules are ignored (that's great news for terrorists who ship). Sometimes they are OVERDONE especially by newbie employees who are read the rules and told to "follow" them. This time of the year there are a lot of temps who do push it but with a high value insured package he did the right thing (to the detriment of those waiting in line).

Clipped from UPS Terms of GROUND service:

Right of Inspection
UPS reserves the right to open and inspect any package tendered to it for transportation.

Refusal of Unsafe Packages
UPS reserves the right to refuse any package which by reason of the dangerous or other character of its contents is liable, in the judgment of UPS, to soil, taint, or otherwise damage other merchandise or equipment, or which is economically or operationally impracticable to transport, or which is improperly packed or wrapped.