Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10, 2022 I used this store to ship a gift to my daughter in ******. After completing address and contact information, the worker asked for information on what was in the box. I said 'Gifts'. He said i needed to be more specific. I said shoes valued at $20 and ************* valued at $40. I paid $46.12 to ship the package.When package arrived in ******, it was marked $50.82 CAD C.O.D in import taxes due to a declared valuation of $191.96 CAD (approx $140 USD). The *** store incorrectly filled out the customs declaration leading to an overstated valuation and the $50.82CAD fee. A proper declaration would have incurred no import taxes based on ******** personal gift import limit I have tried to contact the store. When I went first went in in-person (on Oct 16), I was told all complaints needed to be submitted to corporate *** and that there was no way to contact the shop owner. I called the corporate customer service number from my home and was told the opposite, that all issues should be raised with the shipping store. I called the store the same day and left a message for the owner. The following day I received a call back from the same worker that had shipped my package, stating that he wasn't aware ****** had import taxes but it was out of his control. I have replied to them that a properly completed customs declaration would not have incurred import tax but have not gotten a response. I cannot tell if they intend to address my issue in any substantive manner.Attached below are my receipt and the customs form indicating valuation and C.O.D. amount

  Business Response

  Date: 11/16/2022

  We apologize for any inconvenience ************ experienced.  However, there appears to be some miscommunication.  When shipping any item internationally, a value must be assigned.  In this case, the sales associate must have misunderstood what the customer said about the value.  Before the transaction is completed, the customer has the opportunity to review everything via a computer monitor to confirm that the information is correct.  In this case, the customer signed off on the value being a total of $140  (see attached). We have reached out to the customer to negotiate a reasonable settlement.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18237902
  
  I am rejecting this response because: the business has not reached out to me as stated in the response. I do agree with the statement that a valuation must be assigned at shipping, as I stated in my original complaint,which is in complete disagreement with voice messages left for me by the store.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/06/2023

   

  Please **** this as resolved