Quote:
Originally Posted by Chris
The express fee was really never hidden. He asked a rep of ours on icq if the card could be sent express. As soon as it was shipped the express fee was deducted from his account aswell as an email dispatched to his email that is on file with paxum letting him know of the charge. So IMO there was never a SURPRISE express charge. It states clearly on our site what the shipping amount is for express. If people do not agree with the amount they are more than welcome to look up the shipping cost using fedex from Montreal to Brazil. We lose money on that.
The original card he ordered was shipped to him to his country. Once it got to his country and in the mailing system we have NO control over it. As you can see in this thread clearly Brazil has really bad mail service and is notorious for very slow mail.
As stated already - we will from now on if a user request express shipping using any other method that ordering straight from the site - we will double check with them that express shipping does come with a fee incase they have not seen on our site.
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That is some piss poor customer service there....
Here is a time line for you:
December 15 charged a $45 fee for the card.
Dec 23 told the card was sent.
January 18 postal office stamp when it was mailed.
Client was told it might have been lost in the mail and they would express ship it to him. I would think that if they offered to express ship a card I didn't receive I would expect them to pay for it especially if they don't mention a cost to do this.
I don't give a shit if it says some where on their site there is a cost for express shipping even if the site says that the client would assume that fee is for people asking for express shipping from day 1. If you mention it to him after he has been waiting for months and not give him a cost to do it, who is to say he would have known what the fee was or that you weren't going to eat the charge.
piss piss poor.