I was impressed by these guys. Great service, great pricing, etc. Could get over the mediocre customer service if those two things were good.theburner wrote: ↑Feb 1st, 2017 12:57 pmHmmm, interesting (and shitty). I noticed on my last group of packages that they had all been opened and re-taped. There was no doubt as the Amazon branded tape was clearly cut. I had assumed that customs opened them up for inspection. When bringing packages across the border yourself I assume border agents will sometimes (always?) open packages for inspection. If they do that, do you have to re-tape them yourself? Do they re-tape and use a branded CBSA inspection tape?
Now a lot has changed in the last ~6 months.
1. Previously my boxes were always sealed. Maybe they opened a random one here or there, but not that I noticed. Last order was 6 boxes and EVERY one had been opened and re-sealed. I guess it was in the terms and conditions somewhere, but would have been nice if they said something and/or posted a note on their site saying "we now open all boxes". Just a customer service thing...
2. Still less than helpful. There used to be the weird guy at the front, now there are two people. But customer service is the same if not slightly worse!
3. Got a consolidated order ready in Buffalo for shipment to Toronto. On a Thursday. By next Wed, no notification that it was ready for pickup! Waited till Thurs (an entire WEEK!) and called. All I got was a "yeah, your stuff is here". No apology or nothing. Sent them an email on the Wed but it hadn't been responded to by Thurs. Crap customer service.
4. Sent a few packages to the US using their cross border service (they were items being returned). Sent them on a Sat and by the next Thurs, I called the vendor (since they should have been returned by then). UPS still didn't have the packages!!! They used to do 1 business day in either direction, now it seems like stuff might be sitting around for up to a week (or more!)
I can't wait a week for them to bring packages to Canada (or do it faster but take a week to tell me they're here) because they used to do it in a day (or 2 at most). Not that I'm in a rush, but if I know a package was in the US by Thu, I could always go on Sat and pick it up. Now I don't know that any more and might have to wait till the next Sat before I can go get it. That's pointless to me as I could just pay the extra few bucks and ship it to my house from the US using their slowest service.. it will probably get to me faster!
Also the return thing is unnerving. They missed my return window. I had 3 days to return the item (via overnight shipping) and by day 4 they still hadn't given it to UPS. Still waiting for it to arrive to see if the vendor is going to refuse the shipment or not. If they do, I'll be quite upset at CBP for taking a frickin week to hand a package to UPS!
I'll only use them for 'urgent' items now. Needed a tire last year that was backordered in Canada yet Tire Rack had it in stock. Got it in 3-4 days including CBP time. Not sure if I'd try that again, or just pay Tire Rack the extra bucks to ship to my house.