Retrospec Parts Omdömen 

Svar från Retrospec Parts

Uppdaterad 22 sep. 2024

I apologise for whatever miscommunication appears to have led to this situation but I am rather confused by these statements, as I try to ensure that I provide all the information at the earliest opportunity, so that customers can decide whether or not to place an order, before they reach the payment stage of the checkout procedure.
The shipping options and costs are displayed as soon as the customers address is entered and shown in the basket before checkout, along with a guide to the estimated shipping duration. The shipping cost, (based on Royal Mail prices), remains visible during the checkout process, before any commitment to purchase.
In this particular case the charge for shipping from the UK to Hungary was displayed as £11.50 and the shipping duration guide was '4-6 working days, +customs'.
On the day of dispatch, I provided a link to track the order: https://www.royalmail.com/track-your-item#/tracking-results/LB142930870GB . This shows that within 3 working days the package was at Hungarian customs and 1 day after they released it, it was 'available for collection'. 2 days later, (6 working days after dispatch), I have received this Trustpilot review. It states that the package has not been received, although there is mention of an 'unexpected handling charge at receipt'.
My website informs all importing customers of the likelihood of such charges imposed by their own authorities: Before and during the checkout process, prominent notices are displayed, advising that the customs authorities in their importing country may impose handling charges and/or taxes, with links to further information. There is also a prominent tick-box specifically checking that the customer understands this. If the customer ignores this confirmation, the checkout cannot be completed.
I make these efforts specifically to try to keep my overseas customers informed, as I want happy repeat customers who will give me good feedback and tell their friends. I have checked that my systems are all still working correctly but unfortunately, in this particular case it appears that a breakdown in communication has occurred outside of my control, resulting in an unhappy customer and a 2-star review.