Post Reply Charged Twice for Shipping
5026 cr points
Send Message: Send PM GB Post
21 / M
Offline
Posted 12/3/14
I ordered the Halloween Mystery Bundle about 5 weeks ago.
My order number: 216576965636
Date ordered: Nov 2, 2014

The order was $28 with my premium member discount, all good. I have heard that shipping is a big cost at the CR store so I was ready, I accepted my $45 shipping charge for what it was. I like fun things like the mystery bundles so I wanted to participate even with that high shipping. The order says it is shipped with the US Postal Service, fine, its coming from the US, thus the cost.

When it arrived though, it was being shipped with Canada Post. It was also being shipped by Xpresspost, a more expensive service than your average shipping order by a fair margin. On top of that, it was $50 C.O.D.

I understand that I am responsible for any tariffs or import fees on my items, I am no stranger to ordering DVDs, figures and electronic equipment from the US and Japan. But I had done my homework based on estimated weight and size, there would be no import fees on things classified as Merchandise. As far as I can tell at this point, the box was shipped from the US to Canada using the initial $45 shipping charge and then Xpresspost was used to ship from wherever it shipped from to my home. Xpresspost being used as it allows the store to ship C.O.D at my expense.

I have been charged twice for shipping, which is crazy. When I brought it up I was told that I am responsible for import fees. I get that, I know my import fees. This was inefficient, over the top shipping. Its pretty dirty to ship COD when you charge shipping.

If anyone wants to explain this to me better or tell me what to do other than cancel my subs, let me know. I'm quite disgruntled by my store experience. If the explanation is that some 3rd party is actually shipping the orders, you should be aware and take responsibility for the products you advertise.
Der Zoodirektor
23405 cr points
Send Message: Send PM GB Post
34 / M / Germany
Offline
Posted 12/4/14
Would you be so kind and /contact our customer support directly? Due to the sensible data exchanged for store inquiries, we don't handle them on the forums.
Thanks in advance.
5026 cr points
Send Message: Send PM GB Post
21 / M
Offline
Posted 12/4/14
I have, I posted here because the support brushed me off by telling me that I'm responsible for import fees. As there were none, you can see my frustration.
Guardian of A/M/P
65272 cr points
Send Message: Send PM GB Post
Yo Mama's House
Offline
Posted 12/4/14
Nice seeing this. Maybe it serves well as a cautionary tale of the Crunchy Store and where they have to improve on.

My suggestion are:
- to make a bit more noise with this and make this more known to the other users that are looking at purchasing at the store, which you've done a bit of
- secondly, private message the support staff here- http://www.crunchyroll.com/staff
*** message the ones under "Crunchyroll Customer Support"
*** this might give you more of an attention

Hopefully you can get something.
5026 cr points
Send Message: Send PM GB Post
21 / M
Offline
Posted 12/4/14
Thanks, I'm trying to get the word out a bit more. As small as it may be, my post is up there on /r/crunchyroll for anyone who's wondering about the store.
At least this topic hasn't been deleted or closed, people can see how the shop treats customers.
Guardian of A/M/P
65272 cr points
Send Message: Send PM GB Post
Yo Mama's House
Offline
Posted 12/4/14
It is a feedback and true. Closing this will just show a bit more character from them. I doubt that they'll touch.

Well, good luck. Hopefully something good come from it.
5026 cr points
Send Message: Send PM GB Post
21 / M
Offline
Posted 12/4/14 , edited 12/4/14
Well, I've been contacted again by the lead support and told sorry, they can't do anything about it and that's that. Anyone wondering if they should order items outside the US, unless you plan on paying out the nose for shipping, reconsider. There are way better places to import or local stores that won't rip you off for shipping.

Learn from my mistake.

Its okay for shipping costs to be high. It isn't okay to charge once price for shipping at the checkout and then double it on arrival. This was sketchy as hell.
Posted 12/5/14
That's a rip-off.

And personally believe CR should refund you the second delivery fee or the first one at the checkout.
5026 cr points
Send Message: Send PM GB Post
21 / M
Offline
Posted 12/5/14
I wish, I think theyve stopped messaging me. I PM'd Bjaker at zendude's suggestion but no one is answering me anymore.
+1 To Class CR
Crunchyroll Store Manager
42984 cr points
Send Message: Send PM GB Post
26 / F / California
Offline
Posted 12/5/14

DiscoSucks wrote:

I ordered the Halloween Mystery Bundle about 5 weeks ago.
My order number: 216576965636
Date ordered: Nov 2, 2014

The order was $28 with my premium member discount, all good. I have heard that shipping is a big cost at the CR store so I was ready, I accepted my $45 shipping charge for what it was. I like fun things like the mystery bundles so I wanted to participate even with that high shipping. The order says it is shipped with the US Postal Service, fine, its coming from the US, thus the cost.

When it arrived though, it was being shipped with Canada Post. It was also being shipped by Xpresspost, a more expensive service than your average shipping order by a fair margin. On top of that, it was $50 C.O.D.

I understand that I am responsible for any tariffs or import fees on my items, I am no stranger to ordering DVDs, figures and electronic equipment from the US and Japan. But I had done my homework based on estimated weight and size, there would be no import fees on things classified as Merchandise. As far as I can tell at this point, the box was shipped from the US to Canada using the initial $45 shipping charge and then Xpresspost was used to ship from wherever it shipped from to my home. Xpresspost being used as it allows the store to ship C.O.D at my expense.

I have been charged twice for shipping, which is crazy. When I brought it up I was told that I am responsible for import fees. I get that, I know my import fees. This was inefficient, over the top shipping. Its pretty dirty to ship COD when you charge shipping.

If anyone wants to explain this to me better or tell me what to do other than cancel my subs, let me know. I'm quite disgruntled by my store experience. If the explanation is that some 3rd party is actually shipping the orders, you should be aware and take responsibility for the products you advertise.


That's really weird....we're still looking into it on our side.

Let me ask Rightstuf about that. They're the ones who shipped out the DVD boxes for us. :/

Sorry about the issue. That shouldn't have happened.
5026 cr points
Send Message: Send PM GB Post
21 / M
Offline
Posted 12/5/14
I emailed support photos of all the shipping labels and receipts. I hope we can get it sorted out still. I don't usually like to make noise like this but I feel pretty ripped by this thing.
Crunchyroll Store Manager
42984 cr points
Send Message: Send PM GB Post
26 / F / California
Offline
Posted 12/5/14

DiscoSucks wrote:

I emailed support photos of all the shipping labels and receipts. I hope we can get it sorted out still. I don't usually like to make noise like this but I feel pretty ripped by this thing.


No we totally understand. I would be angry if this happened to me too. :| We'll get this fixed. Thanks for hanging on.
You must be logged in to post.