I have been a MyUS Business customer since 2022 and used their service regularly. I cancelled my subscription and moved to another forwarder due to ongoing issues.
When MyUS works well, it works very well. Unfortunately, in my experience, this was unpredictable. On rare occasions when I reached a competent support agent, issues were resolved within minutes. However, these interactions were uncommon.
Most support interactions were slow and unhelpful. Agents often replied with copied FAQ responses rather than addressing the actual question. In several cases, the chat was closed while I was still typing or waiting to respond. Queue times frequently exceeded 80 users, and disconnections occurred even when close to the front of the queue.
Pricing: initial quotes using the “TrueWeight” calculator were often lower than other forwarders. However, final costs increased through added charges such as insurance, lithium stickers, and handling services. In practice, total shipping costs often ended up higher than competitors.
I also observed that adding even very small items to a shipment increased the shipping cost, even when the box size did not change. This made consolidation less cost-effective than expected.
One example: a supplement order of two identical items was mispriced by MyUS at USD 500 for one of the units. When I used the price correction feature, the system required invoice submission and triggered a manual review that delayed my shipment by three days before correction was made.
After several years of similar situations involving delays, added fees, and support difficulties, I decided to close my account.
Looking back, I think the reason I stayed so long is because occasional good support interactions created hope that things would improve. In that sense, it felt like a form of Stockholm syndrome as a customer, rare positive experiences kept me engaged despite repeated problems.
Packages did ship, but the overall experience became increasingly stressful and unpredictable over time. I moved to Stackry, which is exactly what MyUS pretends to be...and beware when you search Stackry the first few sponsored links jumps you to MyUS....and this explains a lot......
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