Hi Alan,
Thank you for your feedback.
I am sorry to hear that you feel dissatisfied with our services.
I have looked into the original issue relating to your account and this had stemmed from a query we received from you regarding the import duties and taxes charges that you had received from UPS for your shipment that we dispatched for you in July 2022.
I can see that you were regularly contacted by our customer experience agents and the issue had been closely followed up as much as possible by our customer experience agents.
I can see that my team did try to assist you with sourcing an answer for the high duty and tax charges that you had been invoiced by UPS for your shipment.
I feel that you were provided with a high level of support from our side and we continuously tried our best to assist you with your duty charges dispute for your shipment and attempted to get in contact with the local UPS depot in Thailand on your behalf, however, UPS were not helpful and did not provide us with the information we were asking for. Please be assured, we will always try our best to assist and support all customers as much as we can when shipment exceptions occur, however, often the amount of support and intervention we can provide to our customers with the courier services can be limited especially in circumstances such as disputes with destination import duties and taxes charged by the couriers because we are not classified as the true receiver of the shipment.
We apologise for any inconvenience or upset these issues with your UPS shipment have caused you.
I hope the information I have provided to you is useful, we hope this issue does not deter you from shipping with us again and that you will reconsider your current rating of our service.
Kind Regards
Hayley
