124 replies to this topic

[Captain Lanta]

Hey there,

I recently ordered a few things from the store ((my first time)) and the parcel made it to my doorstep today.

However, I wasn't able to receive it. The parcel was COD which was fine, I was expecting some customs charges since I live in Canada. I had cash and credit card but the delivery man - who was equally confused - told me I could only pay for it with either a money order or certified cheque. Needless to say I didn't have either of those things ((seriously, who has those on hand?)) so I was given a card and my parcel was taken to the nearest post office where I can pick it up tomorrow.

I was so confused! Money order or certified cheque only? I find it very odd that Bioware would ship parcels with such an inconvenient payment requirement. Has anyone else encountered this? Obviously I have no problem going to the bank and getting a certified cheque tomorrow, but I'm just so baffled right now, haha.

Apologies if this is the wrong place for stuff like this. Would this be better suited to Treehouse's customer service? 

Edited by Captain Lanta, 20 February 2012 - 06:22 PM.

[kyuusei]

...wait really?

I bought a tshirt from the store last year (I live in BC) but that never happened, no COD, anything. I actually bought an N7 hoodie yesterday and now I'm wondering if this will happen too. Even when I do get COD packages they've never asked for just a MO or certified cheque.

What was the parcel service?

[Captain Lanta]

Well, the parcel contains two copies of the Mass Effect Universe art book and a Normandy CIC messenger bag so it was definitely heavier/bulkier than your order, which would probably explain the COD.

It was just listed as 'XPO Canada Parcel', and I was given a reference number rather than a tracking number. ((it can still be tracked by Canada Post)) These guys, I would guess.

Edited by Captain Lanta, 20 February 2012 - 07:18 PM.

[kyuusei]

I guess it depends on the company on what forms of payment they'll take, but the 'no credit card' thing still baffles me. Usually my international stuff comes by UPS and they take credit cards anyway, but at least it's at the post office! When I miss UPS, they always have to make two more attempts, or I have to travel to freaking Richmond to their distribution centre.

[Captain Lanta]

Thanks for the notice, Ms D!

[CyberXenon75]

I just had Canada Post come to the door with my package for CE Art of Mass Effect. It was marked COD as well. I'm confused since the delivery guy said it wasn't listed as a border duty. I paid in full at check out so why is there a COD? I have to pick it up tomorrow at the post office since the delivery person only accepted cash and I didn't have it on me at the time. I've ordered a few things in the past but I've never had some extra charge billed at delivery. I'm hoping that it's just duty since shipping was already almost $20

WTF?

Edited by CyberXenon75, 21 February 2012 - 10:11 PM.

[CyberXenon75]

So I went to the post office to pay this COD amount and as it turns out the fee was to the courier and not to Treehouse. The post office also had to charge me for a MO in order to pay the fee. I've been charged duty for packages in the past and it's always been transparent as to what the fee was for. I've contacted XPO to get more details.

[robmokron]

I had this issue yesterday!!!!1 I was expecting a customs charge, but it was COD and i tried to use my credit card and they would only take cash or debit, so today i got money on my debit and got my package, i aslo grabed the art of mass effect book

[Dan Matrix]

It could be brokerage fees from a courier, my experience with private couriers like UPS, Fedex is that they charge exsorbant brokerage fees to move your package through customs and/or the border. Its possible that XPO has changed how Canadian packages are going cross border, if that is the case I'm scared. Brokerage fees have always been ridiculous too the point that I won't purchase an item when only couriers are used period.

However USPS is set up you don't pay fees like that. I would definately like an answer too this aswell, you could be looking at an additional $15-20 per shipment in fees if this is indeed now the case. Now I'm scared to recieve my Earth Alliance litho lol, hopefully no extra fees.

[ilikeicehockey]

Definitely need an answer on this. For some reason, when I input my reference number into CP tracking it says COD as well. This has NEVER happened to me before on any order from the Bioware store (no duties, taxes, brokerage fees, etc.). All I had to do was sign that I received it and they would hand my package over. No hassles.

[CyberXenon75]

Well my COD/brokerage fee was $17.90 so you might want to keep around $20 in cash on hand for the Canada Post delivery person. Altogether it was around $40 for shipping and COD fees but the package did arrive fairly fast.

Edited by CyberXenon75, 23 February 2012 - 04:09 PM.

[Xtrykr]

Wow, why are we getting double charged in shipping/brokerage fees? I just looked at my tracking on the Earth Alliance litho I bought, and same thing. This is going to my company's address, so yeah...

[Xtrykr]

Also, I checked with Canada Post, it's suppose to be the sender that is suppose to pay the COD:

http://www.canadapos...receive/cod.jsf

And also, the amount owed on a COD typically goes towards the remaining balance of an item paid to a sender. Therefore, why are we paying bioware twice for this?

Fingers ready to fire off on a chargeback on my credit card on Treehouse. This is the lamest thing I've seen, especially since we're already paying exorbitant prices on international xpo.

[Xtrykr]

So it appears that Treehouse or Bioware on top of the shipping, is attempting to collect additional funds from the recipients not related to custom charges - which is fishy practice imho because I've already paid for my items in FULL. According to Canada Post, we can request a refund for the COD fee from the sender. In this case, do I open a ticket up with Treehouse or Bioware?

[Dan Matrix]

If this COD is a Treehouse mistake, then I highly suggest retaining or asking for some sort of receipt when you pay the COD. Atleast keep the packaging too show proof of COD.

No official word has been given yet so we will just have too wait and see and hopefully it will be resolved soon.

[Xtrykr]

Ms Domino - Thanks. Looking forward to the explanation and hopefully removal of the COD (but I imagine it will be too late as these items are already in transit).

Update - I called Canada Post, they have my lithographs in Mississauga, Ontario right now (I live in Winnipeg, Manitoba). The CSR told me that the COD is for shipping fees that were not paid for, and that the sender requested to be collected upon receipt of goods... I explained to the CSR that I already paid for the shipping, but when she checked her system, it says that the shipping was not paid for... I'm terribly confused...

[ilikeicehockey]

It may have been a change in the way things are shipped. It used to take 1.5 weeks to get something delivered from the store to Toronto. Apparently my package was at mississauga since yesterday so I would've received it today which is a decrease in avg. shipping times.

[Xtrykr]

ilikeicehockey wrote...

It may have been a change in the way things are shipped. It used to take 1.5 weeks to get something delivered from the store to Toronto. Apparently my package was at mississauga since yesterday so I would've received it today which is a decrease in avg. shipping times.

And what exactly does that have to do with the COD fees? Like I said, Canada Post says the shipping fees are not prepaid by the sender, therefore the COD on my package requires that I pay for it upon receipt of goods. If this is in fact true, then I shouldn't have been charged $33 on my shipment to begin with.

[CyberXenon75]

I'm looking forward to seeing a good explanation for this since I know I paid for the shipping on this item at purchase and I would like a refund if I paid twice needlessly. I have receipts for the COD paid at Canada Post. I also have the Liara statue pre-ordered and paid for so I don't want to see future COD or I will stop buying

Edited by CyberXenon75, 24 February 2012 - 10:58 AM.

[Xtrykr]

Thanks Ms. Domino for the update.

If they are duties related, then I am fine with that, it should only come to about 10-15% at most of the value of the purchase, in this case, I bought two lithos at $65 a pop, so $130, so I am expecting less than $20 on the duties.

I am just a bit perplexed as to why it would be labelled as a COD rather than duty fees. The only way to get a COD on the package is if the sender requests for this method.

[Xtrykr]

Another question, since I ordered two lithos, and as you had mentioned in another thread, that some of them may have been sent out as separate mail orders, will the custom dues on each mailing package be $135 (for two), or $65 (each)? I don't want to pay double custom taxes on each separate mail due to miscommunication from Treehouse. Thanks!

[ilikeicehockey]

Something still seems a bit fishy though with the fees they are charging. Border duty is supposed to be marked duty not COD. I have had no brokerage fees with any XPO packages before so the only charge should be tax (13% in Ontario) and nothing more. Per the CSBA website, here is what I came to the conclusion of...

Eg. Cyber purchased a CE artbook $80 CAD (let's say exchange rate is the same). $80 x .13=$10.40 should have been the duties charge. There should be no tarriff charge and no duties as XPO has not charged duties in the past.

Here are some links if you want to read through them.
http://www.cbsa.gc.c...ide-eng.html#a2
http://www.cbsa.gc.c.../ch97-2012-eng. <-- lithographs should not be charged tarriffs

It also bothers me a bit that over 10 shipments by XPO have never been taxed and then all of sudden they're charging fees. Add to that it's a COD payment which goes straight to them and not to the CBSA.