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Nov 26, 2010
Nov 26, 2010
Customer Service is clearly not customer service
I have purchased various items from them over the past couple of years. The jewellery is not great just okay .. a plus was the shipping costs have been affordable. However, a couple of months ago I placed an order & chose the standard shipping of $4.99 that is offered. They, unbeknownst to me & without my consent, sent it by FedEx. FedEx in turn charged me, what they call their Advancement fee & the tax on this fee which came to over $11. This was a great surprise to me so I emailed their customer service about this extra cost & why they sent it by FedEx rather than the shipping method I had specified. The reply I received was rude. Here is some of their reply. "we decided to ship out your order via FedEx is because we found that Canadian Post Office starts mishandling a lot of shipments at their ends due to the peak season. Please forgive us for being too considerate and concerned with our customers. As we do not want to cause any delay with your order shipment or worse, lost package. We offered upgrading from registered mail to express for you with free of charge, just because we want to surprise you about our fast delivery and our service.Frankly speaking, even you have to pay for duties and taxes, the items that you purchased from us are simply stunning and you cannot find anywhere else. Furthermore, most products available at your location have marked up prices to cover duties and taxes, rental, staff salaries, utilities and expenses which are a lot higher than when you buy directly from us."
To me $11 of extra cost is not free. I will never buy from these people again because I feel they can't be trusted to live up to what is posted on their site, especially with no warning when they decide to take a different route.