Been using Usa2Georgia since 2016, so eight years now. Until 2023 I actually had quite positive experience with their customer service and their customs demonstrated problem solving skills, and seemed to care about customer satisfaction.In 2023, I received an empty box (Apple Watch). They had cut down the package and only delivered the charger of the watch. It was laborous to try to solve the issue with them, and then with Amazon. Usa2Georgia was blaming Amazon, and Amazon was blaming Usa2Georgia. Only contacting Visa finally solved the issue. I never got back the money I paid for the customs, which in this case were quite substantial and since it was an expensive product.In 2024 I ordered a birthday present for my 4-year old daughter. As one of the packages arrived to the Usa2Georgia depot in Delaware two weeks earlier, the total value of the packages barely went over the GEL 300 customs limit. On Usa2Georgia website, it states that customs procedures take between 2-4 business days. I immediately paid the service fee (GEL20) for customs clearance, after which it took over a week to be presented with the actual customs invoice which again I paid immediately. It was paid together with a TBC customer representative with all the requested information from Usa2Georgia. After it took another three days to get a message that even though they had received the payment, something in the payment information was incorrect. When I contacted Usa2Georgia customer service I got an automated reply from an A.I that acknowledged receiving the payment. Now the birthday gift had been 11 days stuck at the customs and I still did not know what was the issue. Finally 12 days later I got an email from an actual human representative that said that I needed to contact (meaning I had to visit them) revenue service center because the fiscal (tax) code I had indicated (together with TBC Bank professional) was in the wrong line. ”Contacting” Revenue Service Center, which means going there physically as they don’t pick phone calls or send you statements, which will take even more time, and I am travelling at the moment (not physically in Tbilisi).Anyways, having ordered via Usa2Georgia tens of thousands of dollars worth products over the years, seeing that their customs will not show any leniency/flexibility (when the info apparently is on the wrong line), my daughter having missed her birthday present, knowing that my even a bank professional is unable to meet their demands (payment information), this unfortunately will be my last time using their ”services” which in this case turned out to be pretty time consuming and frustrating process.Judging by the not helpful and not so polite replies I get from their customer service, I doubt they will be missing me as a client. Fortunately there now exists an alternative in Georgia.The positive thing is that I will find my daughter another birthday present because my fully paid package will probably be still stuck at the customs next (third) week.
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