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Sunday, February 04, 2018

Complaint: Society Six

Good afternoon

I'm not having much luck with yourselves.

Recently I used my voucher from my previous complaint for the t-shirt that I had ordered that fell apart.

Instead of receiving the expected t-shirt, I received a shiny silver postcard from the Royal Mail, advising that there was a £4.48 customs charge to pay.  Oh and an £8.00 fee for the privilege of handling it.

So a total of £12.48, or roughly $5,000.00 with the post-Brexit vote exchange rate - but that's all good because we've taken back control.  Yeah.

I don't mind paying the customs charge, but surely it should be added at your side?  Surely your customer should not be paying around 100% extra to get the t-shirt from the warehouse - and don't forget the administrative burden of trying to use the damn Royal Mail website - trying to remember which one of my several accounts and passwords that I've had to set up over the years it actually still accepts.

Ballache.

I'm quite happy just to blame Donald Trump and forgo a couple of salt beef bagels, but I just wanted to feed back the ballache and extra charges I have incurred (for my free t-shirt which replaces the broken one).

All the best and good luck with your anti-President.

James

******

Hello James,

I am very sorry that you are being asked to pay a customs charge. It does state on our site and in your order confirmation emails, there is a possibility of a customs fee for all international orders at time of delivery.

Your cart will not reflect these duties as they are applied at the time of arrival by the custom’s office that received them, and are not applied or collected by Society6. Customs fees are separate from shipping fees with Society6.

I do understand that this charge has come as a surprise so as a one-time courtesy I can refund the amount of the customs costs from your total you paid with Society6.

Just attach a photo of the customs receipt to submit for a refund of these charges.

We apologize for any inconvenience.

Regards,


******

Hi Julia

I have attached photographs of the customs charge. I hope this is sufficient.

Please can you confirm how the charge will be refunded? I hope not in vouchers, as I am not keen on purchasing again from yourselves - I really like your designs - in product terms I really would like to spend more money with yourselves, but the customs charges and subsequent extra time and effort in retrieving items make it fairly prohibitive.

Are you not able to add the customs charges onto the checkout process?

Or have you considered opening a European distribution centre?

Kind regards

James

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Hi James,

I apologize for the inconvenience. We are looking at ways to avoid customs charges in the future.

Unfortunately it looks like this order was placed with a $25 off coupon, so there is nothing for us to refund the customs charge to.

All we can do is offer store credit for a future order.

I apologize for the inconvenience here. Please let us know if you have any other questions.
Sincerely,