JACKSONVILLE, Fla. -- You see them everywhere, delivering packages worldwide, but Karen Waters said when it came to her package Fed Ex delivered it in pieces.
"It was clearly marked fragile and it was very securely package it had hard foamed three inches thick around the mirror," she said.
Waters ordered an antique mirror on Ebay from a seller in England. The shipper purchased coverage, just in case it was damaged and it was to everyone's surprise.
"The girl at the counter said it was probably due to vibration, and helped me fill out a claim," said Waters.
A few weeks later the claim was denied. The reason left her floored.
"It said we are not going to pay it because the box shows no external signs of damage," said Waters.
Waters said several calls to FedEx customer service ended with the same explanation.
"That seemed lubricous to me because," said Waters,"obviously the box is not what you're insuring, you are insuring the content."
FedEx shipping labels for International shipping offers what is called 'Declared Value." Spokesperson Scott Fiedler said it is not insurance. Fiedler said this means Fed Ex is liable for 100 dollars and the customer can buy up to $1000 declared value depending on the commodity.
Ebay has since reimbursed her money but as we move into the shipping season Waters says it is buyer beware.
"Obviously if this item is broken that's what the insurance covered, I was appalled and surprise," she said.
Fiedler said FedEx will work with the shipper to insure this issue is resolved.
"Customer service is the hallmark of our company," said Fiedler.
First Coast News