UN SUPPLÉMENT À LA LIVRAISON SANS EN…
UN SUPPLÉMENT À LA LIVRAISON SANS EN AVOIR ÉTÉ PRÉVENU. Et aucun réponse à mon courriel de plainte au SAV...
Réponse de MySupplement.Shop
#MSS33721- International Order: UK to Canada
Issue: None. Delivery window quoted at checkout 24 August–7 September. Delivered 2024-08-29. Service level met. Customer left unhappy due to import duties charged by Canada.
Hey Léonard,
Thanks for reaching out again, and I really appreciate your patience so far. I want to apologize that you've had such a frustrating experience with the extra fees and the delays in shipping—definitely not the experience I want you to have.
To clarify the situation with the charges:
Import Duties and Fees
The $31.96 you were asked to pay at the post office is likely a customs fee or import duty charged by your country’s customs authorities. While I fully understand how frustrating this is, it’s unfortunately something that's out of my control. Customs and import duties are applied by your local government when goods enter the country, and these charges are separate from the shipping costs you paid directly when placing your order.
Why Wasn't This Clearer?
I can see why it would feel unfair to have to pay more than expected. These charges aren't always predictable, and I do try to mention this in my international shipping policy. It states that customers may be subject to additional import fees, but I completely get that no one likes surprises like this. Here’s the exact clause for reference:
"Your order may be subject to import duties and taxes once it reaches your destination country. MySupplementShop is not responsible for these charges if they are applied and they are your responsibility as the customer."
I strive to be transparent, but it seems like this information may not have been clear enough. I'll definitely take this feedback on board to improve how it's communicated in the future.
Refund of the Extra Charge
As much as I'd love to assist with the refund for the $31.96, I’m unable to refund charges imposed by customs authorities. These fees don’t come to me—they’re collected by your government or postal service. However, if you feel that there’s been an error on their part, I’d recommend contacting your local customs office for further clarification or dispute.
Shipping Cost Breakdown
In total, you paid $72 for the shipping, and I can assure you that this covers the actual postage and handling from the UK to Canada. I use a reliable courier service (Pro Carrier) to ensure that your parcel gets delivered safely and within a reasonable timeframe, but customs delays can sometimes happen, which adds to the frustration.
What Can I Do to Make Things Right?
I know this has been an annoying experience, and I want to make it up to you. While I can’t refund the customs fee, how about I offer you a discount or store credit for your next order? I’d like to make sure your next experience with me is smoother. Let me know what you think, and I’d be happy to arrange this.
Once again, thank you for your patience, and I hope this helps clarify everything. If you have any other questions or need further assistance, feel free to reach out. I’m here to help.
Looking forward to hearing from you, Léonard!
Cheers!
Chris Price
Founder, MySupplementShop