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What makes your company stand out?
Our customer service is the best in the business - we'll help you throughout the booking process and be on hand to assist once your shipment is on its way. Our simple, easy-to-use platform makes the customs process a breeze - we take care of the paperwork for you.
Our commercial director has reviewed your case and we feel it's important to be 100% transparent about the different elements of your complaint. We strive to provide the best experience we can for our customers. We hold ourselves to very high standards as we're transporting our customers' personal effects. If we fall below those standards, we will hold our hands up and double our efforts to resolve the situation and ensure it does not happen again in future.
In your case, we must be clear however:
1) The collection took place on schedule, on the day when it was booked. You were advised during the booking process that collection can happen any time between 09:00 and 18:00. Collection happened around 16:00.
2) On the morning of collection, you were not advised "they might not pick it up today - wait and see". We reconfirmed that the collection was booked for that day and not to worry, and it duly took place on that day.
3) You were advised before booking wh at documents were required for German customs, to avoid being liable for duties & taxes, but you did not provide them, which then resulted in you being contacted by the courier regarding these.
4) You reached out to our customer service team on chat, who advised you quite clearly that - having failed to provide the necessary documents ahead of time, you should sit tight whilst our team gathered your missing documents and submitted them to German customs for you so that your items could be released and the charged waived.
5) You ignored the team's advice and paid the charges immediately as you said you needed the items urgently.
Our team will - as promised - continue to help you to try to recoup the duties and taxes you have already paid. But our team has tried to help you every step of the way, so we have to be clear that your representation here of the service we've given you is inaccurate.
Kind regards,
Sherpr Commercial Director.Read more