My buyer purchased a pair of designer earrings on March 24th. I promptly shipped the item out the next business day via USPS Express International (no guarantee delivery to Brazil unfortunately). On April 2nd, the tracking updated to say that it was in customs and that was the last of it.
I've called and filed a complaint on the 25th of April, after the tracking failed to update anymore. I was told that someone or a letter would be mailed within 10 days. Nothing happened. I called back again after 10 days and another lady (very angrily) said I can't do anything about the case because Brazil has 60 days to respond to the inquiry. THAT IS RIDICULOUS. So I call back again in 1.5 week and spoke to someone nicer and told her that I already refunded my buyer and I would like to have the package sent back to me. She says she'll note it in the case. Yesterday, I received a letter from USPS. I was hoping that it would be the letter would state that the item was declared lost and here's the paperwork to file for insurance. NO SUCH LUCK. The letter basically said that Brazil responded and their reply was the item is being held up at customs. Well, no duh, I can clearly see that since April 2nd! So I called back today, and the lady informs me my case has been closed for no apparent reason. She then went forth to get her supervisor to reactivate the case but has no answer as to when it will be resolved.
This is my first experience with international packages getting lost. I always ship express overseas, no exception. I was under the impression that if you paid more, the service would be more efficient (guess not). Has anyone experienced this before and did something different to push the case further along? It seems like calling their international claims department has gotten me absolutely nowhere and I'm never going to get my refund.
I've called and filed a complaint on the 25th of April, after the tracking failed to update anymore. I was told that someone or a letter would be mailed within 10 days. Nothing happened. I called back again after 10 days and another lady (very angrily) said I can't do anything about the case because Brazil has 60 days to respond to the inquiry. THAT IS RIDICULOUS. So I call back again in 1.5 week and spoke to someone nicer and told her that I already refunded my buyer and I would like to have the package sent back to me. She says she'll note it in the case. Yesterday, I received a letter from USPS. I was hoping that it would be the letter would state that the item was declared lost and here's the paperwork to file for insurance. NO SUCH LUCK. The letter basically said that Brazil responded and their reply was the item is being held up at customs. Well, no duh, I can clearly see that since April 2nd! So I called back today, and the lady informs me my case has been closed for no apparent reason. She then went forth to get her supervisor to reactivate the case but has no answer as to when it will be resolved.
This is my first experience with international packages getting lost. I always ship express overseas, no exception. I was under the impression that if you paid more, the service would be more efficient (guess not). Has anyone experienced this before and did something different to push the case further along? It seems like calling their international claims department has gotten me absolutely nowhere and I'm never going to get my refund.
As someone who has been there a few times, I can personally attest to that.