Every quilters worst nightmare….. Let me preface this post by saying that I know that mistakes happen and items get lost… my frustration lies with the lack of communication and empathy during the 8 day investigation….
I packed up 3 boxes to send to Canada for a teaching gig. Two of the boxes contained kits and small samples for the class, the third box contained my show quilts for a trunk show and rulers for the template class I was teaching. I did not insure the box through UPS because I have private insurance on my quilts specifically for transit… The first two boxes were received but the third never made it. I realized this the day before I was to leave for Canada… the tracking stated that the box made it to Winnipeg but was being returned to the sender. I called in hopes that I could intercept the box and still have it delivered to Sparrow Studioz. I was told that the box had never left Harrisburg. I informed the representative that I was looking at a UPS webpage that said they made it to Winnipeg. I was told…”I have the most up to date software and I know how to use it better than you do, the box never left Harrisburg.” My only real option at this point was to open an investigation which I did. I was told I might not hear anything for up to 8 days.
Sparrow Studioz and I called each day only to be told the same thing… an investigator will be in touch when and if they find the box. It was during this time I found out that they ONLY investigate for 8 days.. if it is not located they send you a claim form.
Once I got home from the trip, I made a plea on social media for help and you all came through for me with a barrage of posts on UPS’s Facebook page! I can’t thank you enough! We quilters truly stick together.. ( my non quilter friends were amazed) My post was shared 499 times. My friend Barb said we broke FB. You all truly are the best.
Fast Forward to the 8th day…. no phone call…. that night I was desperate and thought I was never going to see my quilts again… I found the email address of the CEO of UPS and sent a well worded email asking him for help. I didn’t think anything would come of it but it was worth a try. The 9th day I received an email saying that the box wasn’t found and a claim form was going to be emailed to me. GRRRR…. no phone call. so sorry we lost your irreplaceable quilts but you are out of luck…. here is your stinkin claim form. Cowardly…
I then got an email from Clarissa at Customer Relations in Atlanta saying that she is responding for the CEO and that she will be my point of contact now. I forwarded her pictures of the 5 quilts in the box. At this point I had really lost hope they would be found because if the investigators couldn’t find it in 8 days how would she be able to. I thought this was just to appease me and all of my wonderful friends on FB who also happened to email the CEO. LOL
Later that day I received a call from UPS Canada…. they found the box in Lost and Found. Sighhhhhh… we will be air shipping them to you and they should be there on Monday.
I couldn’t have gotten through this without all of you…. for my non quilter friends …. Diana Annis really put it into prospective…
A note for those who have not heard, Lisa Hagstoz Calle’s quilts that were lost by UPS were FOUND and are enroute back to her! For a non quilter this is not important. Think of it this way, your business life is all on your laptop. You’ve spent hours on the content. Important portions are not backed up externally. You are traveling for your job and within minutes your laptop and it’s contents are gone! How would you feel? How would it impact your business? This is an important recovery and I am thrilled for Lisa.
I don’t think these quilts will be traveling with my any longer unless I am driving somewhere. I urge you all to get your quilts appraised and insured, even though I quickly realized while crying on the phone to my insurance agent that the money does not help the emotional loss of something so important.
My friend Teri Donovan has a great plan when she sends her quilts places… make sure that the address is written on the box in such a way that a machine can’t rip it off. Also, put it on the inside of the box and label your quilts… also make sure they are packed really well….
They are home safe and sound AND in good shape.
Quilt on, my Friends!