Advice Regarding International Shipping

pwillow_2

Hi,
I'm looking for some advice please.

I live here in the UK and recently placed an order for some dvds with an American Retailer through their website,at the time of placing the orders there was no mention on their site that international shipping incurred charges and it said 'free shipping'.All my orders went through with free shipping to the UK,this was and still is reflected on My Account page on their website,a few days later i got emails to say that the items had been dispatched and the order summaries all included shipping costs.

I contacted the website through email and heard nothing back so i phoned them and was put through to customer service,the lady i spoke to accessed my details and said that i had to be charged shipping charges,i explained that i wasn't notified of this when placing the orders nor was i given an option to cancel as the orders had been shipped,she was unwilling to refund me the charges and wouldn't budge on it.

Can anyone tell me if this is against the law as my credit card has been charged more than what i authorised at the time of placing the orders,i hope someone can help with this,any advice is much appreciated,thank you

sevlow

I think this broadly be described as missrepresentation. From what you describe you only authorised the supplier to provide and ship goods to a certain value so I don't see how you can reasonably be expected to incurr further costs.

I would email the supplier to that effect. If the gods are over a certain value(I think £100) you may also have aclaim against the credit card company. Give them a call end explain the circumstances saying that you do not wish to pay any more that the "agreed" price whilst you take up the matter with the american supplier.

pwillow_2

Thanks for that sevlow

I've emailed the company numerous times and heard nothing back,save for one email stating the bog standard response of shipping charges,i pointed out to them that the orders all went through on free shipping,i even rang them and the girl i spoke to would not budge and got quite nasty and refused to listen,i'll ring my credit card company as the order total was over $100 without the shipping costs added,thanks again for all the help

outbidder

Is it a new company? A reputable one? Which company is it? Maybe other members can voice their experience.

The only additional charges would normally come from customs if your order was over £18(?). Some companies specifically send items separately so that the threshhold is not breached, saving you money.

pwillow_2

Hi outbidder

The company is Deep Discount,i placed 4 seperate orders to avoid customs charges,had the shipping costs been added during checkout as per usual i'd have paid them but it stated free shipping at the time.
I've since had 2 emails from them,one stating that they cannot find any shipping costs applied in the orders and that i may incur charges from UPS,the courier that they use to ship and the other saying that i have been charged shipping costs as per their standard rates blah blah blah.

I've got the dispatch emails and shipping costs have been added on,it seems to me that the right hand doesn't know what the left hand is doing over there!

saveumcowboy

It does say this on their shipping info...


International Shipments
We ship via "USPS Destination Post Office," which means that the USPS picks up from our warehouse and distributes packages throughout the world to the Post Office in your country for delivery to you. Please be aware that due to shipping restrictions or lack of delivery services to certain countries, United Parcel Service Worldwide Express,https://www.ups.com, may be used and applicable fees or charges may apply.



I do agree they should have stated on your invoice that charges would be applied at a later date.

pwillow_2

saveumcowboy wrote:

It does say this on their shipping info...


International Shipments
We ship via "USPS Destination Post Office," which means that the USPS picks up from our warehouse and distributes packages throughout the world to the Post Office in your country for delivery to you. Please be aware that due to shipping restrictions or lack of delivery services to certain countries, United Parcel Service Worldwide Express,https://www.ups.com, may be used and applicable fees or charges may apply.



I do agree they should have stated on your invoice that charges would be applied at a later date.

Hi

I'm not too worried about the UPS part of it as they'll deliver to the Post Office and they will deliver to me,i agree it should state this at checkout and also the shipping costs should have been applied then,not afterwards,i'll ring them back tomorrow and see how it goes from there

outbidder

I haven't heard of them before. I would have expected a bigger response, either way, if they were a popular supplier.

I just spotted a sponsored link on Google for them and apparently they have (sic):
"Guranteed Lowest Prices On CD's & DVD's!"

Seems they are a legitimate supplier and I can't find anything bad about them - just seems to me they are not really geared up for international shipping as well as they would like to think. They used to be called Deep Discount DVD.

Seems that 87% of their customers over the past week were happy:
http://www.bizrate.com/ratings_guide/cust_reviews__mid--31817.html

pwillow_2

They do seem like a decent supplier as i've heard good things about them on other forums,someone said they've recently updated their site so maybe this is where all the trouble is coming from,wish they'd sort it though!