Barneys shipping? Is this right?

[themgdinosaur]

Hi, I am utterly confused.

I got a pair of shoes from Barneys Vegas on Sunday (just shipped today) and they charged me 1/3 the cost of the shoes for shipping to Australia ($136 just for shipping).

On Monday, one day after, I got another pair of shoes from Barneys Dallas and they only charged me a flat rate of $40.

Now shipping to Australia, I will not be charged customs taxes and duties for anything below AU$1000 (roughly US$900). Therefore my Dallas SA asked "shipping department" and since I will not be charged customs for my purchase, shipping is only $40.

I asked Vegas why they charged me $136 instead of $40. That's a BIG difference. Dallas had a few other customers from Australia and they charged everyone $40. Vegas insisted that Dallas did it wrong and I was undercharged. The Vegas manager, who has worked in Barneys for 5 years, insisted that all his life he charged customers shipping internationally 1/3 of the cost of the shoes,regardless of where they are going, and whether FedEx has to pay customs or not (DDU or DDP).

For a third opinion, I called Barneys Seattle to ask, and they said shipping to countries like Australia, which does not charge import tax, shouldn't be more than $60.

I called the Vegas Customer Service to complain, because my Dallas SA was upset over the extra charge Vegas is charging me. It should be noted that the Dallas SA did not know of my Vegas purchase at the time he quoted me $40. I asked him if he is going to charge me 1/3 of the cost of the shoes, but he confirmed that it's $40.

The Vegas Customer Service officer talked with the manager, who insisted on 1/3. The manager called me back to "reassure" me that Dallas has undercharged me, and going forward, I will be charged 1/3 wherever I go. And my shoes just shipped today (Wednesday - I bought it on Sunday!!!)

This is so sad. I love my Dallas SA. Vegas is going to hunt him down to make sure he doesn't do this kind of "mistake"

I am very sad that I had called Vegas to order my shoes in the first place. I had wanted to call Chicago (I never get good service from Barneys Vegas SA over the phone, haven't tried Victor), but I mistakenly called Vegas. It's a stupid coincidence too that the SAs in both Chicago and Vegas are called Gini. I thought I had the right Gini

I don't think I can do anything about the $96 discrepancy in the shipping. I've got a few questions to ask:

1. PFers who ship stuff to Australia, how much do dept stores charge you?

2. Which store and SA are kind enough to do international shipping at a reasonable price? (even Footcandy charges $40)

Sorry for the long ranting post. I am very confused. I just hope they dont persecute my Dallas SA.

Thanks

[pursewatch]

I just want to say that $136 for postage seems awfully high to ship a pair of shoes to Australia, even EMS don't cost that much.

[couturegal]

That is WAAAAAY too much!!! Depending on how much it weighs... but for one shoe?! That is rediculous!!

[Azusa]

I am sorry to hear about that. I too live in australia but never have them send directly over (i use a mail forwarding service)
anyway, i normally get them from Barneys seattle and they have told me its $60 flat rate to ship to aus, thats how much they charge to aus customer, not 1/3 of the shoes cost.

1/3 is awfully high, say, the pair of Mias i previously purchased, it cost about $35 USD using USPS express post plus insurance, DHL/fedex type of course is more expensive but $136 seems excessive.
also, even if they charge customs and duties, its done via our end, not their end, so they cant actually 'estimate' how much our customs is going be charge even if your order is over $1000 AUD, if customs and duties are involve, when it arrive in aus, DHL/Fedex will contact you directly and process the duties over the phone, the sender does not do that at all.
If I were you, i would at least write an email and send it to their headoffice (dont use the barneys.com email, they go no where)

[themgdinosaur]

How do I send an email to their head office?

Does anyone know their address?

The CS person, after speaking to the Vegas floor manager, insisted that Dallas undercharged me. However, she was going to call the shipping department.

I've been buying a lot of things from the US and got them shipped internationally. The only time it cost me $100 was when I bought two dozens of undies, a Chanel clutch, candles, card holder, overnight bags, tote bag, cosmetics, all in one go..

I'll NEVER buy through Barneys Vegas again...

[JRed]

yes, i've had issues with barneys shipping to australia! so many inconsistencies. this happened a while ago but i have bought from barneys in boston, i think it was, and they charged me $40. the sa gave me a choice -- pay the duties myself (ddu) and have the items shipped for $40 or have them cover the duties (ddp) and everything else if i pay 30% of the value of the item. i chose the first option.

i then bought something from barneys dallas and they were charging me like $130 plus i would be responsible for any duties and taxes. i had to send them copies of my receipts from boston so they could see that it was true. they eventually refunded me the difference in cost and from then on, they'd charge only $40. whenever i'd buy from barneys, i would only call up those two stores because it's too much hassle otherwise.

i don't think there is a head office you can write to, from what i can gather. i believe that it is up to the store to rectify the situation because the goods were dispatched by that specific shipping department. i recommend keeping in contact with the lv sa until they give you a refund. it's not fair that they charged you that much. good luck and i hope it all works out!

[themgdinosaur]

Thank you for the advice. The Las Vegas SA doesn't even want to answer or return my calls anymore. She asked her manager to call back and explain the 30% charge. And he insisted that he has been doing that for 5 years. It's as if I can't challenge his custom.

Can I ask the Las Vegas CS to confirm with the Dallas/Boston/Seattle shipping department and not just their own?

[juneping]

^^can you return the shoes to barneys vagas and do a charge back on your cc.
then call barneys NYC and order again. i've shopped at barneys NYC..all the sales there seem pretty good, i haven't met one was clueless.
keep us posted. i am so sorry...but 1/3 is way too high. it's a shoe not diamond.

another thing is you can wrtie a letter to the vegas store manager...i believe you've been talking to the dept manager. gather all the facts and forward that to the store manager. i would call the vegas main line and ask for the name of the manager and require a signature and call him/her to follow up. the store managers are way easiers to talk to...it's the guard dogs are hard to deal w/. good luck!!

[themgdinosaur]

Thank you. That's a great advice.

Would you advise me to call up the store and ask to speak to the store manager, or to find out the address and send a letter?

[juneping]

Originally Posted by themgdinosaur

Thank you. That's a great advice. Would you advise me to call up the store and ask to speak to the store manager, or to find out the address and send a letter?

i'll write a letter (with all the info you've been talking to other barneys) and then follow up. it makes it more formal.
when i did my complain...it's different case though. i wrote to the store manager and called him after 3, 4 days and told him that what happened. by the time i called...he's read the letter already. so i didn't have to go very detail about what happened. KWIM??
if you get a voice mail...leave a brief message each day...after 2 or 3 days...just call him every other hours until he picks up the phone. it should work.
tell him you are not happy w/ the service and you have been shopping from barneys..something how great barneys is but this shipping turns you off. usually they'll bend by this kind of comments.
good luck.
try to find out the local time and call them before 10am...it's the best time to call. 9 is too early..11 is too late..they probably went off to lunch already.

[themgdinosaur]

I don't think I can send the shoes back to Vegas for a return. They will not return shipping costs.

How do I get the store manager's details? By calling the store and asking for it? Will they give it to me?

Thanks, juneping...

[juneping]

yes...absolutely.
call the main line..(from online or your receipt) and ask the receptionist you need the name and number of the store manager. get those and write to the manager..put down very detail in the letter. i know you probably feel it's better to talk to him direct but for him it might be alot to take in from the phone call. so write him is a better way. or you can ask the receptionist for his email address...which you can do as well. since you already typing...just copy and paste in a hard copy and send him again. remember to request for a certified mail. make it more formal and no way he'll deny never read the letter. it also make it more important so he'll have to read it to make sure he won't miss something important.
also ask your cc company to do a charge back...if it's amex...you'll have a good chance to get some money back.
next time try barneys nyc (ask them if they had done it before to be safe)....
i am so sorry this happened to you. good luck!! let me know how it goes.

[ValleyO]

The shipping charge of $136 is definitely excessive, but you agreed to it when you purchased the shoes. You weren't tricked or scammed, and many other international buyers are obviously being charged that, so it's not as if they plotted to make you pay more. Let this one go and remember for future reference to order from locations that charge less.

[themgdinosaur]

I used a MasterCard.. I don't think I can do a charge back?

[themgdinosaur]

Originally Posted by ValleyO

The shipping charge of $136 is definitely excessive, but you agreed to it when you purchased the shoes. You weren't tricked or scammed, and many other international buyers are obviously being charged that, so it's not as if they plotted to make you pay more. Let this one go and remember for future reference to order from locations that charge less.

Thank you for your comment.

Obviously, I agreed to it, because it was the last pair in my size anywhere.

However, if the company policy is $40 DDU and it was not told to me due to the SA's or the manager's ignorance of the policy, and I was only given the 30% for DDP option, it is very discouraging.

I didn't feel scammed, because both stores and both SAs feel that they have done the right thing, but I am confused as to what the real policy is. If it is really 30%, then what can I do, right? But if it's $40, it is good for me to know and to see if I can get the $96 refunded.

Thanks for others who advised me on how to follow up the matter. It's greatly appreciated.

Obviously, I will learn from this and stick to Dallas or Seattle. I might give NYC a try.