I've just had a couple of interesting exchanges with this company. I filled in a customer support form asking basically the following:
1. What are your shipping costs for international orders on the item in question (ie 24ct gold chains in bulk), as local fees are listed but not international?
2. Is the 'gold' 24ct solid, plated, or electroplated?
I received a reply with a link to the international order form. Still no exact shipping specified on that form. Rang UPS (because I would be choosing ordinary ground shipping) locally - they said it wouldn't be likely to be sent through them, as they deal mostly in huge import weights. No reply on question (2)
Filled out another customer form with more specific questions, ie
1. What approximate weight are we looking at for the chains? didn't ask specifically - just between x pounds and y pounds, etc
2. What shipping service are you using (so I could work out what my likely shipping costs would be)
3. Repeated my question about the chains.
Got back a reply - Michelle, just fill in the international form...
Didn't address my other questions whatsoever.
I realise that it's a closeout joint, but what do they have to hide? I'm supposed to just hand over my credit card details so they can debit whatever they like on shipping and handling??? I've never come across any company that couldn't even give you a shipping estimate even. They are able to post it on their local form, but they can't tell me anything about what I'm buying or what I have to pay to get it shipped out???
Yes I know it's pot luck what you get in terms of exact items, but I can't see any reason why they don't have even a general estimate, nor why they simply ignore every question except to tell me where to order. Even a 'we don't know' would at least be an answer!
I answered the email in this manner (and I quote):
I have the international order form. That does not answer the questions I asked.
They are simple enough questions - is there some reason why they can't be answered? Before I buy, I want to at least know that I am not buying electroplate or gold plating, as it is not specified whether the gold in question is plated or solid. And I would like to at least know enough information about ground shipping to work out what the likely shipping costs will be. I know that part of the discount is because the customer is taking pot luck on reduced items, but I've never handed credit card details over without knowing what my overall cost will be. I've never known any company (wholesale or closeout) who will not do this. I'm not going to give the go ahead to debit my credit card and find out that I'm paying, for example $50 for delivery that wasn't already told to me. I think this is not unreasonable. And I am not even asking for definite costs - just enough information in order to work it out through the shipping company.
To just continue to tell me to just fill out the international form without even attempting to address my questions, is frankly rather insulting. If you can list shipping costs on the local forms, you can do so on international ones. Every other company does. I like a bargain to make a profit as much as any other reseller, but I'm trying to run a business, and that doesn't work on 'mystery wait-and-see' debits for shipping costs.
I'm posting this for 2 reasons:
(1) if any other international customers are thinking of ordering, at least they can see what their customer service is like
(2) if any international customers have had dealings with these people, I would be interested to know what experiences you have had
I do not give carte blanche to debit my credit card for an amount which I don't know in advance. Nor can I see any legitimate company who works in this way.
PS If this is an example of their customer service, I'm not impressed.