shopping.myus.com

Appalling, disgusting non-service. Robbed me blind and then insulted me for not being familiar with

My first time using MyUS, and definitely my last. Appalled, disgusted and completely distressed. I had not realised I had had an old address (in another country) on the account, and because it was my first time using MyUS had not realised I had to change the address BEFORE the parcel reached the facility. As it was, I received notification of receipt of the parcel, logged on and discovered to my horror I could not change anything. Got in touch with customer service to request a re-route. Was told the shipping department had been contacted and a re-route may not be possible, and to sit back and wait. So far, so reasonable. 30 minutes later a charge came through on my credit card for more than double the amount I was expecting, and that the parcel was going to the black hole that was the old address. Got in touch again. Was pointed to small print - I had agreed to no refunds, I needed to uncheck some option to access the cheapest options (I had not been given any option to choose the shipping providers at any point - these were selected for me even though my account said "cheapest shipping option"). Asked to cancel the transaction and have parcel returned for a reasonable fee - nope not possible. Said I should have picked a paid membership - yes I would do that before I'd even tried using the service even once. Told my case was escalated to management and to wait. So I did. Another 40 minutes later yet another email streamed in proudly declaring my airway bill number confirming my parcel was going to the black hole that was the old address. It was as if they were taunting me and that everything I had said before was completely ignored and that they were intent on piling on the distress this evening.Was also idiot-shamed by EVERY representative in the process for entering the wrong address, for not knowing that I needed to uncheck options, for not going with a paid membership, etc. etc., and at no point given any advice as to pitfalls to look out for, considering they already knew I was a first time user and had been a bit of an idiot already with the shipping address, so clearly not au fait with the entire MyUS process. I'd naively assumed I would log in and select shipping options and make payment, as I had with other civilised parcel forwarding providers. I hadn't realised they'd stored my credit card details (I'd set up the account a long time ago and forgotten about it) so that they could charge as much as they wanted without giving me any option to reject the charges at any point without any accountability. Considering also they'd been hacked earlier this year, and yet insist on having your card details on file, I suggest avoiding them like the plague. Not worth the grief and the risk. To say I have been completely let down is an understatement.I was ordering supplements and this would have been a long-term commitment, and would have continued to use MyUS had the process been pain-free as it had been with other service providers before I moved back to the UK. But never again. Plenty of other service providers out there - please save yourselves the grief and being kicked in the teeth by rude, wholly impotent representatives while being robbed blind in the process. I would give no/negative stars if I could, but such is life.Take your ill-gotten gains MyUS. I hope you're proud of yourselves.P/S Having read the reviews on this site it seems my experience is hardly isolated, which makes me feel a lot better knowing that I'm not alone. Agree with the comment that said their process is designed to be efficient for them and not the customer, with no clear advice for first time users, and another comment that they make you to sign a blank cheque by forcing you to store credit card details with them (and then get hacked in March 2022) so that they can charge whatever they like without accountability. They should not be in business.

Date of experience: Jun 09, 2022