Based on my personal experience, Buyandship’s customer support response time is extremely slow, which became a serious problem for a time-sensitive shipment.Several parcels were automatically forwarded from the US warehouse to the Hong Kong warehouse, and only after this auto-forwarding did I learn that the items (perfumes) were considered regulated / prohibited for onward shipment. There was no clear warning or system block before forwarding, which resulted in the parcels being stuck and placed the burden on the customer to resolve an issue created by the process itself.I contacted customer service to clarify what options were actually available, including whether self-collection was possible and what the exact requirements were. Despite these being straightforward questions, responses consistently took many hours to over a full day, even when marked as active.Replies were often generic or only partially answered, leading to repeated back-and-forth over multiple days. As of writing, I still do not have clear, complete answers, and the situation remains unresolved.What makes this especially frustrating is that the in-app messaging states a typical response time of around one hour, which does not reflect reality. There were also instances where customer service agents appeared online, yet messages remained unanswered for long periods. There is also no clear escalation path for urgent cases.While perfumes are listed as regulated items, the lack of clear, proactive communication before auto-forwarding, combined with extremely slow follow-up support, caused unnecessary delay, uncertainty, and disruption.For a logistics service handling customers’ parcels and money, this level of response time and lack of clarity is unacceptable. Faster responses, clearer upfront warnings, and proper handling of time-sensitive issues are urgently needed.Update: Buyandship has since resolved the issues related to my shipments. While I appreciate the eventual resolution, the process involved prolonged delays and slow communication before things were clarified. I’ve updated the rating to reflect that the matter was ultimately resolved, but there is still room for improvement in response time and upfront clarity.
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