Update September 16: A few days after I wrote this review, I received actual help from someone else at the company, not from any of the customer service representatives who previously handled my requests. Today was the first time I was informed of any issues with customs (also their tracking indicated customs clearance). Prior to this, I received no updates or communication about the missing packages for weeks, despite follow-up emails and direct appeals to senior management. I will update again if they manage to resolve the issues. It shouldn't have taken this long to receive actual help, but I am relieved to finally be getting assistance to resolve the problems. ———— The service is one of the worst I have ever encountered. They have “lost” many of my packages worth over $2500, and their customer support is terrible. I share my experience in hopes that it prevents others from losing their valuable time and money to a service that seems to operate without accountability. Note that this service is part of a larger company, which I would recommend researching before trusting the five-star reviews here. — MULTIPLE MISSING SHIPMENTS: Three out of seven of the consolidated shipments that were forwarded to me are missing. The tracking for all three stopped updating while with the courier. That is a significant missing rate. Each shipment weighed around five to ten pounds, so these were not small boxes. — WRONGFUL DENIAL OF INSURANCE: I purchased insurance for all my packages (except one, which was my oversight). When I sought help for the missing shipments, they refused to acknowledge my right to claim insurance, alleging that I filed my complaint too late. I was within the timeframe outlined in their terms of service. — NO TRANSPARENCY: Their customer service has stonewalled me at every turn and provided canned responses that never resolve any issues. They refused to give any timelines for when I might hear back about their supposed “investigations.” This seems to be a recurring issue based on other reviews. — SLOW SERVICE: The website is slow and not user-friendly, definitely in need of improvement. It takes a frustratingly long time to load the package list and individual package information pages, which is necessary for filling out customs declarations and selecting forwarding options. — MISSING ORDERS: Three of my orders marked as delivered never appeared in my account. When I inquired about them, the service maintained that they never received them and thus assume no responsibility. One was marked as picked up at their location in France; the other two were delivered to their addresses in other countries. What are the odds of three different carriers marking items as delivered and the same company not having them?
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ColisExpat est un service qui s’adresse à tous les acheteurs en ligne de certains produits français, européens ou américains qui se font parfois très rares dans leur pays de résidence ou dans les territoires d'Outre-Mer. Un produit de qualité qui ne soit pas à un prix exorbitant ? Une petite robe noire d’une marque que vous adorez, le dernier Goncourt ou bien … Quel que soit le petit produit qui vous manque, nous avons la solution ! ColisExpat vous fournit deux adresses de réexpédition : une en France et une aux États-Unis et quatre adresses de transit en Espagne, en Italie, en Allemagne et au Royaume-Uni. Ces six adresses vous permettent de passer commande sur tous vos sites français, européens et américains favoris. Nous recevons vos colis dans nos locaux, vous notifions par mail, puis attendons votre feu vert pour réexpédier le tout chez vous. Peu importe votre pays, nous livrons dans le monde entier !See more
