I am very dissatisfied with my experience with the company. I placed my first order during a major sale and paid $374.80 CAD, which included shipping at checkout. However, when I went to pick up my parcel, I was charged an additional $92.35 CAD by the postal service. I immediately questioned this and was informed that this was NOT customs or duties, but rather a COD (Collect on Delivery) shipping fee. * The receipt indicates COD
* The parcel is labeled COD
* The postal service confirmed it was sent “collect” I reached out to the company with proof of payment, photos of the COD label, and receipts. Despite this, I received several responses days apart, all generic replies blaming customs, clearly without reviewing my message or the attachments. Two different representatives sent the same generic response, ignoring that this was a shipping error, not a customs issue. It feels like the emails are managed by automated systems or templates instead of real support staff. Between: * Being charged for shipping twice
* Waiting 2–3 days for each response
* Having my evidence ignored repeatedly This has been a very frustrating and unprofessional experience, especially as a first-time customer with a significant order. At this point, I am pursuing returns and escalation. I would not recommend ordering internationally from the company unless you are ready to handle unexpected fees and inadequate customer support.
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