Arg!

[Frank McGrath]

Dhl still does international shipping to the US.

[Nick Fiddes]

Squeaky McMurdo - first, I'm really sorry if you didn't get the service you were expecting. You are right that on our checkout it states Fedex. And I fully understand your annoyance if you were particularly expecting this. FYI, DHL uses UPS for a lot of its fulfilment deliveries in the US, and we have almost identical delivery schedule contracts in place between Fedex and DHL. So in principle you shouldn't receive it any slower. But I cannot talk with any authority about your local depot etc. And again, I do apologise if the service you got is not the one you were banking on. Right now there's not much more I can say than this.

But I'd like to take the opportunity to ask for any other feedback from this community, for what old-timers here will know is a recurring debate. Ironically, the fact that we are using DHL at all is 95% due to complaints we've had here in the past from people who don't like Fedex and argued loudly that DHL was far better. So despite our belief that there was hardly any difference between them in either delivery standards or in Customs & Excise duties charged, we decided to give DHL a trial.

The reason it still says Fedex on our Checkout is that for a few months we've been sending about 10% of our international courier shipments by DHL, to actually measure and compare their performance. As expected, we have found almost no advantage to either. Sometimes one has a delay, sometimes the other. Sometimes one charges more or less Import Duties than anticipated, sometimes the other. In general, both perform well. We understand that many people have strong likes or dislikes for one or other, based on individual experiences or their local office's performance. But we have to take a strategic decision, and I'm honestly at a loss now for how we can do better.

And incidentally, yes, shipments can go by Air Mail instead, in which case they often (not always) escape the import duties that in theory should still be payable. But there is a maximum weight limit per package of IIRC 2kg (c. 4.4 lbs). And it's much slower. And this is not trackable, which means if it goes missing we cannot even start to investigate or consider replacement until about 3 months have elapsed, as within that timeframe it could still be delivered within their "normal" schedules!

I'd also remind everyone (again) that our prices to North American customers are now about 1/3 lower than they were a year ago, due to the pound's plummet. And remember that you escape the 15% VAT that we pay, which is roughly in line with the average import duty bill. So there's an element of swings and roundabouts...

But having said all that, I do agree entirely that we shouldn't be stating Fedex if that may not be how it's sent. So I'm going to ask for the wording on the Checkout to be changed to 'International Courier' or some such wording. So apologies again for unintentionally misleading. Our motives were to help, and I'm really sorry if it's backfired in this case.

[Adam Pound]

I once had something go out DHL and show up at my door Either Purolater or Canada Post (I forget). But hey if there is no brokerage fees you're ahead of the game Fed-Ex being it's own customs broker can charge you astronomically. I always request that something shipped internationally to use their nations postal service.

Actually I got my SWK sent by USPS and I had to pay 21$ duty to the postie.
As for DHL going under, well I must see their trucks 50 times a day in the business park I'm in. And they have charged my fees as well, even on inter Provincial deliveries.
Adam

[Downix]

I personally don't care if it's DHL or FedEx. Note, DHL going under was just their domestic, they still do international shipping. I would be pleased with a clarification on the website, call it "priority shipping" or some such, with the disclaimer that it uses either FedEx or DHL.

[Nick Fiddes]

This is now fixed on the site. It says "Priority International Courier" on the checkout now, and I'll explain fully in the Information Centre.

[chasem]

I think Downix nailed the best way to word it.

[hospitaller]

One way or another, explanations or not regarding the use of DHL instead of FedEx as 'contracted' when purchased, the issue remains, the Kilt was sent to KY...instead of WY.

I'd like to pinpoint for future purchasers whose responsibility that was, and remedies for the purchaser that missed the wedding he probably ordered the kilt for in the first place?

By the way, OP, did you ever get your kilt or is it still in limbo somewhere?

[ccga3359]

Actually I got my SWK sent by USPS and I had to pay 21$ duty to the postie.
As for DHL going under, well I must see their trucks 50 times a day in the business park I'm in. And they have charged my fees as well, even on inter Provincial deliveries.
Adam

It's true you would still be liable for duty (please not that it's probably less than GST & PST). It may also pass through without duty depending on the item description and Jerry might've devalued the item somewhat ). With FEDEX if they do collect duty then there is a brokerage charge on top of that so your $21 through USPS would end up being $71. All the couriers are customs brokers also and charge an expedient fee for that. Canada Post is what $5 service charge. Always request USPS from the States, it may take a couple of days longer. Definately go Royal Mail from UK of GB, I always get my stuff in a week (faster than from across south of the border).

[Tattoo Bradley]

One way or another, explanations or not regarding the use of DHL instead of FedEx as 'contracted' when purchased, the issue remains, the Kilt was sent to KY...instead of WY.

I don't read this as the goods being "shipped to KY." She simply states that the items had been in KY for a day (no further info after that.) Keep in mind that the couriers don't necessarily make bee-lines from point A to B when delivering things. There are depots, hubs, sorting centers etc. It sounds to me like the KY point of this delivery was just that (most everything I've ever ordered via Fedex spends time in KY before coming to me.)

[Riverkilt]

Feedback:

I've lived in many parts of the U.S. I've also been a shipping department manager for a factory. So think I know both sides of it.

Various areas of the country have DIFFERENT shipping needs. Yet huge shipping companies market and attempt to become the EXCLUSIVE shipper for businesses - like the Coke and Pepsi wars. When that happens, the customers lose.

For instance. If you order a replica jersey from Major League Baseball they will ONLY ship to you via UPS. They refuse to ship by USPS - yet it is the U.S. Government that grants baseball its monopoly status. How's that for ingratitude?

Anyhow, why that is important is because some of us customers live in remote/rural/frontier areas and have limited deliery options. We NEED to be able to specify to the people who want to sell us their products how we need them shipped to us. WE KNOW. We don't care much when the seller says they HAVE to ship it one way or they CAN'T ship it how we need it.

This week I got a late start on my Cardinals enthusiasm and attempted to buy a replica jersey and have it shipped in by Priority Mail. The multiple folks offering to sell me said jerseys REFUSED, saying they could only ship it by regular ground. More convenient for THEM, but not for me. So, hey, they lost the sale. One little sale for sure, but a sale. Now I'll wait until after the Super Bowl to see who wins and then decide whether to order a jersey or not.

Here's the deal in my little town. We're 135 miles from the nearest city, Flagstaff, Arizona. So UPS and many of the air freight companies haul shipments from Flagstaff to the intersection of Hwy 89 and Hwy 160 near Tuba City on the Navajo reservation. There they off load to private contractors who make the trip the rest of the way to Page, Arizona. Some companies do keep on going all the way to Page. By the time they get to town they just zip around from delivery to delivery. If someone isn't home they leave the package(s) on the porch for anyone to steal - and the kids do follow the trucks and steal them.

The USPS does not deliver mail in my town. We have to go to the local post office and pick it up. A chore, but it sure does keep our packages safe. I NEED my packages shipped by USPS. But, due to the "Coke and Pepsi" wars many vendors will actually refuse to sell me their goods if they have to ship them by the USPS.

I understand that UPS and Fed Ex works fine in some/most areas. Vendors need to understand that there are also areas where they DON'T work so fine and if they truely want to practice customer service have the flexibility to meet their CUSTOMER'S shipping needs, and be open minded enough to LISTEN to each customer's shipping needs.

I've had companies make exceptions and take my shipment to the post office rather than follow their standard proceedures. Those are the companies I do business with because they meet my needs.

Having been a shipping department manager for a factory I know the heavy handed sales pitches from shippers. I know the deep expense accounts that shipper's salesmen have to wine and dine. I know the pressure on them to "lock up" their customers.

But if a vendor wants to maximize their sales - rather than the shipping company's sales - they need to offer multiple methods of shipping and ask/listen to their customer's shipping needs.

Harrumph.....

Ron