Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Hi ***, Hope you are doing well. My apologies for delay in responseWith regards to your concern on tracking details I checked and found both the parcels are on the way and should be delivered to you shortlyPlease refer details below: Order # ***
*** *** ***Once again my apologies for the poor experience you have hadFeel free to reach us for any further assistance on this matter. Thanks Regards, Mohit M*** Manager Customer Care Global Ecommerce
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I stand by my statement that Borderfree willingly and knowingly falsely advertised free shipping to customers in Norway and then reported a shipping cost on the customs formIf this had been disclosed to the customer saying that Borderfree could not put $on the customs form for shipping, then that would be differentWe would have no reasonable expectation to know that you would put a value for shipping that is different than what is paid and THAT is the problemThat is why everyone is upset about thisIF you had declared the amount you would put on the form then we could have adjusted our purchase accordinglyWe were not given that chance and just got a very bad surprise when the bill came. Honestly, my first complaint was **Sept, two months ago This is ridiculousI refuse to waste any more time on thisEither you do the right thing and this is done or we will leave this complaint unresolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** *** *** ** ***
*** Order ref n/aDear *** *** *** We apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customs
and the orders you have placed with usWhen you select DDU [Deliver Duty Unpaid] you therefore take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid ] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero valueWe have to provide a commercial invoice that shows the true shipping value for customs purposes and this I suspect is the duty that you have been charged forIf you had paid DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties I am happy to answer any further queries you may haveBest regards Mark H*** Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter regarding the overcharging has been resolved.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The response by BorderFree does not address the issues brought up in my complaint, specifically that an order that was made from them during a promotion was suddenly cancelled several weeks after it was made, and after receiving a shipment notification email from BorderFree, even though the item was never actually shippedThis presents unfair and unjust conduct by BorderFree - not only did they advertise and offer a promotion without meaning to eventually carry it out though it was the only reason I ordered products from them, but they also further misled me as their customer by notifying me my item has been shipped though they never had any intention to ship it, causing me to wait weeks, and miss other opportunities to buy it. Offering an additional new promotion of $discount when ordering products of over $does not make any sense, when the original product I ordered cost just $25, and now to receive their benefit I am required so spend times what I originally spent.Therefore I retain my original request to have the product sent to me following my initial order, and for BorderFree not to be able to deceit its customers as they have done to me.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The customer contacted us twice on April ** via email (*** *** ***) regarding *** order *** *** and Borderfree responded by asking for the customer's bank name, contact bank person, bank fax number/email so that we can contact the bank regarding this issue
We have not heard back from the customer
Link to Revdex.com#[redacted] Order ref: Target : [redacted] : [redacted] New order [redacted] Dear [redacted], We have refunded your shipping and handling charges of $20.69 on your new order number [redacted]. I’d like to apologize again for the service that you have experienced with us to date and If there is anything else please do not hesitate to contact me. Best regards Mark H[redacted] Customer Care Manager
Revdex.com#[redacted]8 Order ref [redacted] Dear [redacted], We apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customs and the orders you have...
placed with us. I apologise if I am going to go over old ground but I’m going clarify what I think has happened here so we can finally sort this issue out for you. I will be to be your single point of contact on this issue. I think we may have conflated more than one issue, on more than one order including an order that you say you have not ordered. Let me address the duties and taxation issue first When you select DDU [Deliver Duty Unpaid] you therefore take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are levied. If you select DDP [Deliver Duty Paid ] we do all this for you. In Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIF. This is the value of goods, insurance and freight. It is more than likely that the value of freight has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for them. It is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero value. We have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have correctly been charged for. If you had paid DDP, we would have collected this money and paid it for you. As you selected DDU you become liable for the duties. Therefore on the orders that you should have received, the tax and duties are correct. With respect to the orders that have been placed in the system. This is what you have ordered and should have received. Orders we received on the same card number [1] [redacted] [2] [redacted] [1] [redacted] 11 items[redacted] 9 ITEMS[redacted] If you have a completely wrong parcel with a different reference number & contents to what you ordered is slightly different to having a correct packing list but different contents. We will certainly not accept you being charged for orders you did not place and of course any enforced tax and duties on those incorrect orders. My apologises for any confusion and delay to this point but hopefully we can move forward and resolve these matters Best regards Mark H[redacted] Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
There are two issues:1. The bill on the order of goods I orderedBorderfree has said that they have to input the value of the amount of shipping on the commercial invoice. If this is in fact true, then they willingly participated in false advertising by claiming free shipping to international customers. We are very aware of the rules for importing goods into Norway which is why I (and many others) placed orders under this amount. There was no mention that they would report a much higher number on the customs form. Target has sent me an invoice which clearly shows free shipping and a total well under the 350 kr limit. (See attached). I also know that several other shoppers from Norway have had similar problems and have been dealing with Borderfree for weeks now and many of them have gotten their fees refunded from Borderfree from the bills they paid for these false invoices. I want my fees refunded as well. 2. The box of stuff I did not orderI'm glad that Borderfree agrees that this is a problem that I should not be responsible for. Since this attempt to get this corrected has been going on for over a month, I have had to pay these two bills to [redacted] to avoid a negative effect on my credit rating. You said that I should work with you to fix this, but I have no way to contact you other than through this reply. The contents of this box are not listed on the packing list and are of very little monetary value. (diaper bin liners, breast milk storage bags, etc) Please help me to make this right, this has gone on too long. I will not give up though, because it is the principle of it. I refuse to be financially responsible for items I did not order.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted]Hi [redacted],Hope you are doing well.My apologies for delay in response. I...
checked and found you have been refunded for both the above target orders. We are not able to fulfill them due to heavy influx of orders. We have sent you promo code that you can utilize to avail the offer. Once again my apologies for the experience you have had.As discussed please go ahead and reorder and will refund you shipping and handling charges for one order as service gesture.Feel free to write to me for any further assistance on this matter.ThanksRegards,Mohit M[redacted]Manager Customer Care
[redacted]
[redacted]
[redacted] Dear [redacted],I apologize for the delay in responding to you but I’m here to address your issue with respect to the duties...
that you have been charged by your customs and the orders you have placed with us. As you are aware, when you select DDU [Deliver Duty Unpaid] you take responsibility for understanding the import regulations and hence the liability of all the tax and duties that are levied. If you select DDP [Deliver Duty Paid] we do all this for you. In Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIF. This is the value of goods, insurance and freight. Freight for customs purposes does have a value and so if you had calculated the CIF value with no shipping value then this would have been incorrect. As customs do not recognise shipping as having a zero value, they do expect a value to be placed on the commercial invoices and we have to provide a commercial invoices that reflects the true shipping value for customs purposes. Failure to do this can result in goods being held in customs. It is more than likely that the value of freight has taken the CIF value on your order above the minimum level where tax and duties are applied under CIF. As you purchased under DDU you are liable for them. It is correct that you received your items under the free shipping promotion but we only offer free shipping. We do not offer any reduction on duties or VAT. If you had paid DDP, we would have collected this money and paid it for you . I’m sorry to say that as you selected DDU you become liable for the duties but these are only the duties you would have paid up front on DDP. Whilst we cannot comment on what other people may or may not have received. Anyone who has received a refund by us would have has been given so incorrectly. I am happy to answer any further queries you may have. Best regards Mark H[redacted] Customer Care Manager
Hi [redacted],Hope you are doing well.My apologies for delay in response to your complaint regarding tracking of your parcel. Am working with our network team to track it. In the meanwhile I have refunded you in full on Borderfree. We are experiencing backlog in our hub due to the overwhelming...
response on the promotional offers and we are experiencing delay in response due to high volume of calls and emails we are working on it and should get over by this weekend.Once again apologies for the poor experience you have had with us. If you need any further assistance on this matter you can write to us.ThanksRegards,Mohit M[redacted]Manager Customer CareGlobal Ecommerce
Hi [redacted],Apologies for the delay in responding to you. We have an update on your order [redacted] We apologize for the delay in the good reaching you. The goods arrived and were checked into our hub on **.09.17 We have subsequently shipped the items in two parcels [redacted] ...⇄ [redacted] [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Mohit has credited all the shipping fees on **/09/17 of MXN 1537 + 332 = MXN 1869 Again I’d like to apologize for the length of time taken to deliver your order. A long normal delivery time of 8-17 business days has been compounded by a large delay in our Chicago Hub. I will personally be looking after this parcel and I’d like to be your permanent point of contact. Kind regards Mark H[redacted] Customer Care Manager Dublin Ireland
Hello, The customer has satisfied their debt when the parcel was sent to the customer on February **, 2017.We advised the customer on February ** that they did not owe any money. In addition, we advised the merchant, Ralph Lauren, on February **, that the customer does not owe Borderfree...
or Ralph Lauren any funds. This issue is resolved. Thanks,Rosa
Dear Borderfree. Thank you for your response, however, I have ordered an incredible amount of things from outside of Norway, and have dozens of friends who have done the same. The shipping amount listed on the invoice ALWAYS matches what we see at checkout in our basket. This has never been an issue before, from anywhere that I have ordered with free shipping before. I am well aware that this was not just in Norway, but other countries as well, and many shoppers, like myself, feel like we got blindsided by the fact that you provided one invoice to the customer, and a completely different invoice with a different shipping value to the import company within Norway. Like I said, I have ordered hundreds of times from overseas, and have had more than a fair amount of these packages be sent with free shipping, that is the reason that those of us in Norway are able to order from overseas without having to pay toll, and we look for the total value with shipping. And we are well aware of the rules and regulations. I suggest that you change your online checkout to reflect this shipping value you speak of so that your customers do not feel blindsided by the fact that you send an invoice with a totally different value to the import company. I also suggest you make updates to your customer service department, as many of my friends here in Norway were either unable to get an answer when they tried to call customer support, and in my case, it took many many days to get any kind of email response, and when I did get a response, had to be persistent and write back multiple times in order to get a response. Thank you for finally processing my refund. This took an incredible amount of effort on my side to receive. Unfortunately it still cost me more money than expected as the processing fees for the import company were not refunded. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved, but not without a huge amount of effort on the customer's part.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Hi [redacted], ...
Hope you are doing well. My apologies for delay in response. I checked and found out of 3 orders that you have placed order # [redacted] is fulfilled. Also you have been refunded for both the above [redacted] orders. We are not able to fulfill the other two orders. We have sent you promo code that you can utilize to avail the offer. Once again my apologies for the experience you have had. Feel free to write to me for any further assistance on this matter. Thanks Regards, Mohit M[redacted] Manager Customer Care Global Ecommerce
[redacted]
[redacted] Hi [redacted], Hope you are doing well. My sincere apologies for delay in response on your CBR Order # [redacted]. I see this was processed in our hub. I am reaching out to our logistics team to...
get the tracking details. Currently we are experiencing backlog in our Chicago hub. We are hoping it will get over by this weekend.I am going to refund shipping and handling charges on this transaction of 1,869 MXN Peso. I will get back to you with an update on the tracking details in next 48 working hours.Once again apologies for not meeting your expectations. Feel free to write to me for any further assistance on this matter. Thanks Regards,Mohit M[redacted]Customer CareBorderfree -Global Ecommerce
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Hi ***, Hope you are doing well. My apologies for delay in responseWith regards to your concern on tracking details I checked and found both the parcels are on the way and should be delivered to you shortlyPlease refer details below: Order # ***
*** *** ***Once again my apologies for the poor experience you have hadFeel free to reach us for any further assistance on this matter. Thanks Regards, Mohit M*** Manager Customer Care Global Ecommerce
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I stand by my statement that Borderfree willingly and knowingly falsely advertised free shipping to customers in Norway and then reported a shipping cost on the customs formIf this had been disclosed to the customer saying that Borderfree could not put $on the customs form for shipping, then that would be differentWe would have no reasonable expectation to know that you would put a value for shipping that is different than what is paid and THAT is the problemThat is why everyone is upset about thisIF you had declared the amount you would put on the form then we could have adjusted our purchase accordinglyWe were not given that chance and just got a very bad surprise when the bill came. Honestly, my first complaint was **Sept, two months ago This is ridiculousI refuse to waste any more time on thisEither you do the right thing and this is done or we will leave this complaint unresolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** *** *** ** ***
*** Order ref n/aDear *** *** *** We apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customs
and the orders you have placed with usWhen you select DDU [Deliver Duty Unpaid] you therefore take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid ] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero valueWe have to provide a commercial invoice that shows the true shipping value for customs purposes and this I suspect is the duty that you have been charged forIf you had paid DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties I am happy to answer any further queries you may haveBest regards Mark H*** Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter regarding the overcharging has been resolved.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The response by BorderFree does not address the issues brought up in my complaint, specifically that an order that was made from them during a promotion was suddenly cancelled several weeks after it was made, and after receiving a shipment notification email from BorderFree, even though the item was never actually shippedThis presents unfair and unjust conduct by BorderFree - not only did they advertise and offer a promotion without meaning to eventually carry it out though it was the only reason I ordered products from them, but they also further misled me as their customer by notifying me my item has been shipped though they never had any intention to ship it, causing me to wait weeks, and miss other opportunities to buy it. Offering an additional new promotion of $discount when ordering products of over $does not make any sense, when the original product I ordered cost just $25, and now to receive their benefit I am required so spend times what I originally spent.Therefore I retain my original request to have the product sent to me following my initial order, and for BorderFree not to be able to deceit its customers as they have done to me.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The customer contacted us twice on April ** via email (*** *** ***) regarding *** order *** *** and Borderfree responded by asking for the customer's bank name, contact bank person, bank fax number/email so that we can contact the bank regarding this issue
We have not heard back from the customer
Revdex.com:At this time, I have not been contacted by Borderfree.com regarding complaint ID ***.Sincerely,*** ***
Link to Revdex.com#[redacted] Order ref: Target : [redacted] : [redacted] New order [redacted] Dear [redacted], We have refunded your shipping and handling charges of $20.69 on your new order number [redacted]. I’d like to apologize again for the service that you have experienced with us to date and If there is anything else please do not hesitate to contact me. Best regards Mark H[redacted] Customer Care Manager
Revdex.com#[redacted]8 Order ref [redacted] Dear [redacted], We apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customs and the orders you have...
placed with us. I apologise if I am going to go over old ground but I’m going clarify what I think has happened here so we can finally sort this issue out for you. I will be to be your single point of contact on this issue. I think we may have conflated more than one issue, on more than one order including an order that you say you have not ordered. Let me address the duties and taxation issue first When you select DDU [Deliver Duty Unpaid] you therefore take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are levied. If you select DDP [Deliver Duty Paid ] we do all this for you. In Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIF. This is the value of goods, insurance and freight. It is more than likely that the value of freight has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for them. It is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero value. We have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have correctly been charged for. If you had paid DDP, we would have collected this money and paid it for you. As you selected DDU you become liable for the duties. Therefore on the orders that you should have received, the tax and duties are correct. With respect to the orders that have been placed in the system. This is what you have ordered and should have received. Orders we received on the same card number [1] [redacted] [2] [redacted] [1] [redacted] 11 items[redacted] 9 ITEMS[redacted] If you have a completely wrong parcel with a different reference number & contents to what you ordered is slightly different to having a correct packing list but different contents. We will certainly not accept you being charged for orders you did not place and of course any enforced tax and duties on those incorrect orders. My apologises for any confusion and delay to this point but hopefully we can move forward and resolve these matters Best regards Mark H[redacted] Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
There are two issues:1. The bill on the order of goods I orderedBorderfree has said that they have to input the value of the amount of shipping on the commercial invoice. If this is in fact true, then they willingly participated in false advertising by claiming free shipping to international customers. We are very aware of the rules for importing goods into Norway which is why I (and many others) placed orders under this amount. There was no mention that they would report a much higher number on the customs form. Target has sent me an invoice which clearly shows free shipping and a total well under the 350 kr limit. (See attached). I also know that several other shoppers from Norway have had similar problems and have been dealing with Borderfree for weeks now and many of them have gotten their fees refunded from Borderfree from the bills they paid for these false invoices. I want my fees refunded as well. 2. The box of stuff I did not orderI'm glad that Borderfree agrees that this is a problem that I should not be responsible for. Since this attempt to get this corrected has been going on for over a month, I have had to pay these two bills to [redacted] to avoid a negative effect on my credit rating. You said that I should work with you to fix this, but I have no way to contact you other than through this reply. The contents of this box are not listed on the packing list and are of very little monetary value. (diaper bin liners, breast milk storage bags, etc) Please help me to make this right, this has gone on too long. I will not give up though, because it is the principle of it. I refuse to be financially responsible for items I did not order.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted]Hi [redacted],Hope you are doing well.My apologies for delay in response. I...
checked and found you have been refunded for both the above target orders. We are not able to fulfill them due to heavy influx of orders. We have sent you promo code that you can utilize to avail the offer. Once again my apologies for the experience you have had.As discussed please go ahead and reorder and will refund you shipping and handling charges for one order as service gesture.Feel free to write to me for any further assistance on this matter.ThanksRegards,Mohit M[redacted]Manager Customer Care
[redacted]
[redacted]
[redacted] Dear [redacted],I apologize for the delay in responding to you but I’m here to address your issue with respect to the duties...
that you have been charged by your customs and the orders you have placed with us. As you are aware, when you select DDU [Deliver Duty Unpaid] you take responsibility for understanding the import regulations and hence the liability of all the tax and duties that are levied. If you select DDP [Deliver Duty Paid] we do all this for you. In Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIF. This is the value of goods, insurance and freight. Freight for customs purposes does have a value and so if you had calculated the CIF value with no shipping value then this would have been incorrect. As customs do not recognise shipping as having a zero value, they do expect a value to be placed on the commercial invoices and we have to provide a commercial invoices that reflects the true shipping value for customs purposes. Failure to do this can result in goods being held in customs. It is more than likely that the value of freight has taken the CIF value on your order above the minimum level where tax and duties are applied under CIF. As you purchased under DDU you are liable for them. It is correct that you received your items under the free shipping promotion but we only offer free shipping. We do not offer any reduction on duties or VAT. If you had paid DDP, we would have collected this money and paid it for you . I’m sorry to say that as you selected DDU you become liable for the duties but these are only the duties you would have paid up front on DDP. Whilst we cannot comment on what other people may or may not have received. Anyone who has received a refund by us would have has been given so incorrectly. I am happy to answer any further queries you may have. Best regards Mark H[redacted] Customer Care Manager
Hi [redacted],Hope you are doing well.My apologies for delay in response to your complaint regarding tracking of your parcel. Am working with our network team to track it. In the meanwhile I have refunded you in full on Borderfree. We are experiencing backlog in our hub due to the overwhelming...
response on the promotional offers and we are experiencing delay in response due to high volume of calls and emails we are working on it and should get over by this weekend.Once again apologies for the poor experience you have had with us. If you need any further assistance on this matter you can write to us.ThanksRegards,Mohit M[redacted]Manager Customer CareGlobal Ecommerce
Hi [redacted],Apologies for the delay in responding to you. We have an update on your order [redacted] We apologize for the delay in the good reaching you. The goods arrived and were checked into our hub on **.09.17 We have subsequently shipped the items in two parcels [redacted] ...⇄ [redacted] [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Mohit has credited all the shipping fees on **/09/17 of MXN 1537 + 332 = MXN 1869 Again I’d like to apologize for the length of time taken to deliver your order. A long normal delivery time of 8-17 business days has been compounded by a large delay in our Chicago Hub. I will personally be looking after this parcel and I’d like to be your permanent point of contact. Kind regards Mark H[redacted] Customer Care Manager Dublin Ireland
Hello, The customer has satisfied their debt when the parcel was sent to the customer on February **, 2017.We advised the customer on February ** that they did not owe any money. In addition, we advised the merchant, Ralph Lauren, on February **, that the customer does not owe Borderfree...
or Ralph Lauren any funds. This issue is resolved. Thanks,Rosa
Dear Borderfree. Thank you for your response, however, I have ordered an incredible amount of things from outside of Norway, and have dozens of friends who have done the same. The shipping amount listed on the invoice ALWAYS matches what we see at checkout in our basket. This has never been an issue before, from anywhere that I have ordered with free shipping before. I am well aware that this was not just in Norway, but other countries as well, and many shoppers, like myself, feel like we got blindsided by the fact that you provided one invoice to the customer, and a completely different invoice with a different shipping value to the import company within Norway. Like I said, I have ordered hundreds of times from overseas, and have had more than a fair amount of these packages be sent with free shipping, that is the reason that those of us in Norway are able to order from overseas without having to pay toll, and we look for the total value with shipping. And we are well aware of the rules and regulations. I suggest that you change your online checkout to reflect this shipping value you speak of so that your customers do not feel blindsided by the fact that you send an invoice with a totally different value to the import company. I also suggest you make updates to your customer service department, as many of my friends here in Norway were either unable to get an answer when they tried to call customer support, and in my case, it took many many days to get any kind of email response, and when I did get a response, had to be persistent and write back multiple times in order to get a response. Thank you for finally processing my refund. This took an incredible amount of effort on my side to receive. Unfortunately it still cost me more money than expected as the processing fees for the import company were not refunded. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved, but not without a huge amount of effort on the customer's part.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Hi [redacted], ...
Hope you are doing well. My apologies for delay in response. I checked and found out of 3 orders that you have placed order # [redacted] is fulfilled. Also you have been refunded for both the above [redacted] orders. We are not able to fulfill the other two orders. We have sent you promo code that you can utilize to avail the offer. Once again my apologies for the experience you have had. Feel free to write to me for any further assistance on this matter. Thanks Regards, Mohit M[redacted] Manager Customer Care Global Ecommerce
[redacted]
[redacted] Hi [redacted], Hope you are doing well. My sincere apologies for delay in response on your CBR Order # [redacted]. I see this was processed in our hub. I am reaching out to our logistics team to...
get the tracking details. Currently we are experiencing backlog in our Chicago hub. We are hoping it will get over by this weekend.I am going to refund shipping and handling charges on this transaction of 1,869 MXN Peso. I will get back to you with an update on the tracking details in next 48 working hours.Once again apologies for not meeting your expectations. Feel free to write to me for any further assistance on this matter. Thanks Regards,Mohit M[redacted]Customer CareBorderfree -Global Ecommerce