In what will be posted below is a synthesis of what happened to me when ordering a new halo B shell from http://www.canadianpaintball.com.
I placed the order and gave all my credit card details through their site.
I asked them to contact me to discuss the shipping method etc and never got a reply up until it was already sent. When I received the package I saw they overcharged me on shipping without informing and marked the package at 160 value, will it is worth merely 40$. That means I had to pay another 75$ taxes. While regular mail was chosen since I didn't need it fast:
Shipping Method: Canada Post Expedited Insured
I emailed them to solve this issue, and below is what happened.
They never tried to understand the case or tried to solve it. Just read below, it says enough.
Hello,
I ordered some small stuff with you 14 days ago:
---------------------Order Summary-------------------------
Item Subtotal: $61.96
Shipping Cost: $0.00
Small Order Fee: $10.70
GRAND TOTAL: $72.66
NOTE:Customer declared exemption from 4.34 sales tax.
Shipping Method: Canada Post Expedited Insured
--------------------Special Instructions-------------------
Please MARK AS GIFT
-----------------Individual Item Breakdown-----------------
Item Ref. Price ea. Qty. Description
Hopper $38.99 1 Halo B Shell Kits-Cadillac Pe
arl
Stickers $8.99 1 Bunker King Stickers 2005
Stickers $8.99 1 Bunker King Stickers
Stickers $4.99 1 Der Der 2005
------------------------End of Order-----------------------
Today it finally arrived.
What surprised me was that is was delivered by DHL courier services while I
asked to send it via regular post service? It took 14 days to get the items
since I ordered them, so this isn't even speedy delivery (so why should I
pay for that when I didn't ask it and didn't even get the rapid delivery of
a courier service?)
I also noted that the shipping total was upped to 55$ (for an item of only
400grams) WITHOUT informing me about this in advance! Making my total over
116$! While I only ordered a halo b shell and 3 sticker sheets (wich were
totally wrinkled btw!). So my visa card was charged WITHOUT MY PERMISSION
116,96$ instead of 72,66$. Maybe that means nothing to you, but it does to
me.
On top of that the DECLARED VALUE was put at 160$ by you! That means I'll
have to pay taxes on top of it for an amount of 160. This means I'll have to
pay an extra 55euros taxes for a small item like a HOPPER SHELL?!
Do you honestly think this is normal? Please get back to me on this so it
can be settled. I have all the documents here as proof and can send you a
scan of them.
I have been ordering paintball goods and more since the 90's in the USA and
Canada. This is the first time I get ripped like this. With the wrong value
information and upcoming taxes (wich could have been avoided), wrong
shipping method, slow delivery and UNauthorised charging of my credit card I
don't feel happy.
I hope you will understand this case and get back to me in a timely matter
to solve this issue.
Friendly greetings,
Marijn Willems
http://www.paintballinfo.be owner.
CANADIANPAINTBALL.COM's response:
1. Regular post service to your destination was not possible. You live
overseas, and there are no roads to your country across the ocean.
2. Again, you live overseas. Air shipment would have been over $200.00 to
get it to you in a few days. We don't charge people more than the value of
their order for freight.
3. You gave us permission to charge you for freight to a "non-North American
country" by agreeing to our terms of service to charge you "freight actual"
by making your purchase on our website. We actually "undercharged you" for
your shipment. So yes, we did inform you in advance. Our terms of service
appears in over 300 unique spots on our website, and twice when you remit
your order. So you did know before ordering.
4. It's THE LAW that the item has to be declared for it's actual value. I
cannot go about breaking the law, expecially when it comes to taxes and
duty. I like keeping my business, and not being investigated by Canada
Customs.
5. We didn't rip you off - we followed all exporting procedures, and
provided you DUE PROCESS in letting you know how your order was going to be
processed. If you want to order from our competitors and they don't want to
follow the law especially when it comes to exporting, by all means please
purchase from them.
MY RESPONSE to this:
Wow, always nice when you get good friendly customer service :s
> 1. Regular post service to your destination was not possible. You live
> overseas, and there are no roads to your country across the ocean.
Ahem, check: http://www.canadapost.ca/personal/offer ... ates-e.asp
I asked regular mail. I didn't need the package soon. I emailed you several times and I always got your automated response. And then a message from Canada Post that is was sent.
My package weighed 400grams according to the paperwork: so even air service wouldn't cost me more than 13.40$
Big diffirence with 55$ huh? And i bet you get better rates as a business, i know from experience that stores do.
>
> 2. Again, you live overseas. Air shipment would have been over $200.00 to
> get it to you in a few days. We don't charge people more than the value of
> their order for freight.
>
Once again. I asked a regular service? I don't see myself asking a fast service. I never do. I didn't need it fast.
I have bought about more than 20 markers in the states and canada. I always pay 35-50 for a marker with nitro bottle and accessoires. Pretty bizar that a hopper shell needs to cost more while a marker weighs 10 times more and is bigger.
> 3. You gave us permission to charge you for freight to a "non-North American
> country" by agreeing to our terms of service to charge you "freight actual"
> by making your purchase on our website. We actually "undercharged you" for
> your shipment. So yes, we did inform you in advance. Our terms of service
> appears in over 300 unique spots on our website, and twice when you remit
> your order. So you did know before ordering.
>
My order confirmation stated 10.70. I emailed you several times under the header "order status please". You NEVER replied. So don't blame me for your LACK of communication! The 1 time I got a real reply was after the order was shipped. MORE THAN 7 days after my first mail. If this how you try to ripp people off, nicely done. Only reply when it is too late so nothing can be changed. Way to go.
anyway the details I saw when ordering were these:
ALL ORDERS ARE SUBJECT TO VERIFICATION AFTER THEY HAVE BEEN PLACED
CREDIT CARD ORDERS MUST HAVE THE CARD HOLDERS NAME AND BILLING ADDRESS ON THEM
CREDIT CARD ORDERS WITHOUT THIS PROPER INFORMATION WILL NOT BE PROCESSED. THIS ALSO INCLUDES YOUR PHONE NUMBER. CEL PHONE NUMBERS ARE NOT ACCEPTABLE
PLEASE MAKE SURE TO FILL IN YOUR ENTIRE SHIPPING ADDRESS TO AVOID SHIPPING DELAYS WITH YOUR ORDER
MISSING POSTAL CODES WILL DELAY YOUR ORDER
WHEN MAKING A MONEY ORDER/CHECK ORDER, YOU MUST PRINT OUT A COPY OF YOUR ORDER AND INCLUDE IT WITH YOUR CHECK/MONEY ORDER
WE ONLY SHIP TO THE BILLING ADDRESS USED FOR A PURCHASE
IF YOU ORDER PAINTBALLS FROM US, PLEASE REMEMBER THAT YOUR INVOICE WILL BE CORRECTED FOR PURPOSE OF FREIGHT
YOU WILL RECEIVE AN AUTOMATIC TRACKING # FROM CANADA POST WHEN YOUR ORDER SHIPS
WEBSITE SALES ARE SEPARATE FROM STORE SALES
IF YOU HAVE A QUESTION OR PROBLEM WITH A WEBSITE ORDER, PLEASE CONTACT sales@canadianpaintball.com
IF YOU HAVE A SHIPPING ORDER ORDER STATUS QUESTION PLEASE CONTACT shipping@canadianpaintball.com
IF YOU HAVE A SERVICE QUESTION, PLEASE CONTACT service@canadianpaintball.com
I don't see anything about it here.
"7. International shipping rates vary from location to location."
nothing more.
> 4. It's THE LAW that the item has to be declared for it's actual value. I
> cannot go about breaking the law, expecially when it comes to taxes and
> duty. I like keeping my business, and not being investigated by Canada
> Customs.
ONCE AGAIN. Be honest! Is the actual value of that hopper shell and 3 sticker sheets 160$??? C'mon get real, you don't believe that yourself do you? The ACTUAL VALUE is stated here:
-----------------Individual Item Breakdown-----------------
Item Ref. Price ea. Qty. Description
Hopper $38.99 1 Halo B Shell Kits-Cadillac Pearl
Stickers $8.99 1 Bunker King Stickers 2005
Stickers $8.99 1 Bunker King Stickers
Stickers $4.99 1 Der Der 2005
even add your overpriced unwanted shipping and you still won't have 160$ in value? How are you going to explain that?
>
> 5. We didn't rip you off - we followed all exporting procedures, and
> provided you DUE PROCESS in letting you know how your order was going to be
> processed. If you want to order from our competitors and they don't want to
> follow the law especially when it comes to exporting, by all means please
> purchase from them.
Once again: overcharging on shipping, not replying on multiple emails, overstating the value by 100$, badly packaging, slow on sending the item etc etc.
Every single argument you stated can be weakened. The facts are that you could have sent the package for 13$ (see canada post site), could have marked it for the real value of about 60$, could have answered my emails, could have asked me to take another shipping method... none of these things were done.
And now when I ask you to solve this matter, you just try to put the blame with me. Sorry, is that customer service? When I had a problem in the past at least other shops were willing to acknowledge their mistake.
Anyway, I sincerly hope you reconsider your attitude towards this issue and will get back to me with a decent propostition.
Friendly greetings,
Marijn Willems
http://www.paintballinfo.be owner
CANADIANPAINTBALL.COM
----- Original Message -----
From: Shipping Department
To: *[toystore records]*
Sent: Tuesday, May 10, 2005 1:04 AM
Subject: Re: ORDER ISSUE!!!
If you would like, I'd be more than happy to remit to you a screen capture of your charges I paid on our end.
MY RESPONSE:
Erm? What does this have to mean? I don't consider this an answer to our discussion.
Is this the reason you put 160$ value on the package on wich I have too pay taxes? Why can't you simply admit you made a mistake? I find all off this very immature and this shows of serious unprofessionalism.
Also, the example you gave me of the LAW and the 200$ actual shipping cost. I think you know paintball-online.com/xtremez.com? I've looked into my previous orders with them because they are a business who also do everything by the book and send via courier service like UPS. When I ordered 3 marker sets (marker, bottle, mask, hopper, pack, 2 cases of paint, extra barrels) last year I only paid 190$ shipping and I got it here within 3 days. It was marked for real value and not 3x times the real value like you did. They made a small mistake and were honest enough to admit it and show me a small gesture. This is the only reason I still but with them, because they showed that the are mature, professional sellers.
With you not only get the feeling you are changing subjects, I also feel you do not respect me nor you can accept the mistake you made. I sincerely hope this is not the way you try to retain customers? Even the slightest gesture would have made me shut up, but this seems impossible, so it only confirms my fear that this will be a discussion without end.
This will force me to take the necessary steps.
And yes you can send me whatever screen capture you want. Just like I will be able to send you the documents that I will have to pay about 175$ for a lousy hoppershell, because of the mistakes you made.
Do you honestly think that is serious? I hope you realize you are damaging your business more with such an attitude towards honest customers than if you would just step up to the plate. I'm not asking full refunds or whatever, I just asked a small gesture in wich you showed that you care about your customers. I order gear about every week or two for my team and the field that we are setting up and help out everybody who isn't comfortable with ordering online around here. I bought this item to check if your store was worthy of being considered as a regular shopping stop... well, I'm all but convinced right now.
Finally, all the issues about "the law" and "charges" and whatever? How comes I never have had those issues with the big professional and smaller stores I have bought from like: http://www.paintball-online.com, http://www.xtremez.com, http://www.countypaintball.com, http://www.doropaintball.com, http://www.p8ntball.be, http://www.maxs-sport.de, http://www.gladiator.nl, http://www.npbs.com, http://www.xpaintball.com, paintballpins.com, http://www.e-paintball.com, http://www.fireballmountain.com, http://www.one-stop-paintball-shop.com, http://www.paintballfirst.com, http://www.extremesportspro.com etc etc etc and all the people and stores I bought from on ebay and the online forums like pbreview.com etc???
Friendly greetings
Marijn Willems
http://www.paintballinfo.be owner
NO REPLIES AFTER THAT:
Please let me know if you consider this issue as solved. If so, then I know what steps to take next.
Friendly greetings
Marijn Willems
----- Original Message -----
From: Shipping Department
To: *[toystore records]*
Sent: Thursday, May 12, 2005 12:18 AM
Subject: Re: ORDER ISSUE!!! 2ND ATTEMPT
No problem.
----- Original Message -----
From: *[toystore records]*
To: Shipping Department ; CanadianPaintball.com
Sent: Wednesday, May 11, 2005 10:51 AM
Subject: Fw: ORDER ISSUE!!! 2ND ATTEMPT
Please answer my emails. read below.
So, they never admitted their mistake, promised to send proof but never did it, always replied very slow (if they even replied), tried to change subjects and never showed any care for their customers. They promised to reply, but haven't done so for over 10 days. I always get an automated response from their shipping departement.
NEVER WILL I SHOP THERE AGAIN! SERIOUSLY.
This only to warn fellow customers of this disgrace!
