124 odpowiedzi w tym temacie

[Xtrykr]

The COD fee of $7.50, should be paid by the shipper, as they are the ones to request for that method of service. In this case, they passed the buck on to the customer. Unless the sales transaction indicated that we're on the hook for this charge, they can't just slap on these fees without presenting it to us to begin with.

[Dan Matrix]

Latest message from Ms.D,

Dan,

We will not be paying for taxes or COD fees - UNLESS you received multiple boxes and had to pay extra due to the boxes each having the full cost of the order on each box.

Example: if you ordered 2 lithos and had to pay fees on both because they were packaged separately...you can let us know and we will reimburse you for one of the charges.

Ms D

I don't think shes understanding the issue, yeah I had too pay full fees on both but what if the fee is wrong on one package too begin with? The total will still be incorrect even if they reinburse me for half what I paid.  Atleast she confirmed to contact support and they will help you out.

Użytkownik Dan Matrix edytował ten post 01 marzec 2012 - 05:10

[Xtrykr]

Dan Matrix wrote...

Latest message from Ms.D,

Dan,

We will not be paying for taxes or COD fees - UNLESS you received multiple boxes and had to pay extra due to the boxes each having the full cost of the order on each box.

Example: if you ordered 2 lithos and had to pay fees on both because they were packaged separately...you can let us know and we will reimburse you for one of the charges.

Ms D

I don't think shes understanding the issue, yeah I had too pay full fees on both but what if the fee is wrong on one package too begin with? The total will still be incorrect even if they reinburse me for half what I paid.  Atleast she confirmed to contact support and they will help you out.

Yeah, most of us just got the double COD charge (one on each package); but your COD charges are completely whack. Yours is definitely a one-off, and hopefully, the CSRs can help you on this one. $80 on $130 worth of goods, on top of the $30 of shipping already paid... That's $110 of shipping, handling, and duties on $130 worth of items!!!

[Wolfskins]

Dan: It's good to get that update... but frustrating they haven't been able to address why taxes on some peoples' stuff doesn't line up with actual provincial taxes. There's no one here complaining about being charged legitimate taxes, but 'You're in charge of paying applicable taxes' isn't a great response when people are seemingly being charged MORE than the applicable taxes

I hope you keep after them, which I assume you will? Your situation is so far the best case study for Treehouse to bring to XPO and demand an answer on what factored in to the COD being SO high. Though it sucks to see the other people starting to come in with similar stories.

[Talon_Wu]

The thing is, we're all regulars of the store forum. How many others outside of this thread are having this problem, and to what degrees?

Also, has anyone had any word on how reimbursement will happen? The payment was made to XPO, not the BioWare Store, so will the store do the reimbursing, then argue with XPO until they get it back?

[ilikeicehockey]

The COD and taxes is definitely wrong on my package. Did some more number crunching...

litho+slipcover= 65+40=$105
Tax rate of 13% so 105 x .13 = $13.65
Taxes I was charged was $27.96/package which meant I was taxed at around a rate of 27%.

All in all, $26.15 for shipping, 70.42 in COD fees means I payed $96.57 in shipping/fees for $105 in goods.

Użytkownik ilikeicehockey edytował ten post 01 marzec 2012 - 06:35

[Dan Matrix]

Wolfskins wrote...

Dan: It's good to get that update... but frustrating they haven't been able to address why taxes on some peoples' stuff doesn't line up with actual provincial taxes. There's no one here complaining about being charged legitimate taxes, but 'You're in charge of paying applicable taxes' isn't a great response when people are seemingly being charged MORE than the applicable taxes

I hope you keep after them, which I assume you will? Your situation is so far the best case study for Treehouse to bring to XPO and demand an answer on what factored in to the COD being SO high. Though it sucks to see the other people starting to come in with similar stories.

I will through CS but I don't see much point in messaging Ms.D any further, Ive given her all the info I can regarding what I and others are experiencing.  If she was interested in being open regarding the issue and answering questions she'd be on here posting but she is not unfortunately and I did not recieve answers regarding those issues through the pm's either.  I was thinking I'd send a final message when this is resolved through cs summing up the issues.

As for the cod fee, I don't have a problem with it as long as there are no other fees in the taxes.  Even Canada customs charges handling fees, my last one was $8.50 from them.  Its one of those fees your never going to get away from.

Użytkownik Dan Matrix edytował ten post 01 marzec 2012 - 06:50

[CyberXenon75]

XPO never explained what the COD was for. It's an educated guess that it's a handling fee. I'm fine paying any fees on cross-border packages as long as they are detailed and explained.

Użytkownik CyberXenon75 edytował ten post 01 marzec 2012 - 07:49

[kyuusei]

Wolfskins wrote...

Wow. I'm totally stunned by how much some of these COD fees are, and how incomprehensible the calculations behind them are.

It's strange though, if there have been handling fees hidden inside the tax some of you guys have been charged, it would seem to depend on what/how much was ordered (like orders with 2 or more items, and/or orders including lithos getting hit the worst). In comparison, I bought two seperate items in two seperate orders, and the tax on them was more or less correct:

Order #1: CE artbook @ $80
Fees due on delivery: $17.90 ($10.65 tax + $7.25 COD)
My calculation of tax: $80 x .13 (ON HST) = $10.40

Order #2: N7 hoodie @ $74
Fees due on delivery: $17.10 ($9.85 tax + 7.25 COD)
My calculation of tax: $74 x .13 (ON HST) = $9.62

Kyuusei, I'd be interested in knowing if the tax you get charged on your hoodie is fairly accurate or not.

Yeah, I will. BC tax is 12%, so it should be $8.88 + 7.25 COD = $16.13. We'll see how close I am when the thing shows up Monday. (At least it better be Monday! Haha.) You were only off by like 20-25 cents. You seem to be right about orders w/multiple items, they get the worst of it.

Hopefully everything works out for those of you with lithos etc., some of these charges are... astronomical. 

Użytkownik kyuusei edytował ten post 01 marzec 2012 - 10:52

[Dan Matrix]

An update, CS got back too me and they are submitting a request to have the duplicate cod refunded. They stated thats all their able too do at this time which leaves $9.46 in limbo. At this point, so be it. I'll check back atleast once regarding it but if I just get half back then so be it. I'm happy this is being resolved and hopefully will never come up again with overcharges.

I asked a couple questions regarding it and how the refund will happen, I'll post any answers.

Użytkownik Dan Matrix edytował ten post 02 marzec 2012 - 07:16

[Captain Lanta]

Wow ... OP here. I had dropped out of this thread after I'd received my items ((the day after they'd arrived, when I finally had time to go get a certified cheque)). I had no idea the issue was this widespread and with so many nasty, expensive variations.

Thanks for posting and keeping this thread alive with these very valid concerns, everyone. My original issue was the ridiculously bizarre payment methods ((money order or cert. cheque only)). I am constantly receiving/shipping out parcels and have never in all my years had that obstacle to overcome just to receive a parcel. Unless I missed it in reading the last five pages, this issue still hasn't been explained by Treehouse/XPO. :/ Any answers for that, since it seems I wasn't the only one presented with that obstacle? ((if it has been explained and I just missed it, awesome))

With all these other issues of unheard-of brokerage fees, I thought I'd throw in what I can remember of mine. I have no idea where my receipt's gone, unfortunately, but I remember quite clearly the confusion from my Canada Post deliveryman when he read out the bizarre charges. He was just as baffled as I was by both payment method and fee percentages. My parcel was $172.36 ((a Normandy CIC bag and two ME Universe artbooks with slipcovers)). Shipping was $34.36, whatever. The COD/brokerage fees I then had to pay for ((with a money order the next day)) was under $10.00 but with something like a 20% fee on top. Not nearly as preposterous as the costs some of you have had, but I thought I'd mention it.

So anyway ... good to hear people are keeping on top of this. Hope to receive a real answer soon ((to my first payment method issue, not the duplicate charge cases being resolved)). I'd love to keep ordering Mass Effect swag but my god, it'd be great if I didn't have to make a trip to the bank each time.

Użytkownik Captain Lanta edytował ten post 02 marzec 2012 - 07:19

[Dan Matrix]

Its good too see you posting OP, I wanted to thank you for originally bringing this issue to my and others attention.

Cs got back with the following:

Thanks for your understanding.

I am not sure where their exact numbers are coming from, that is what I am waiting for some clarity on. I submitted your receipts and that is the number they said they would refund.

(Getting information is like trying to herd cats...)

I will be issuing your refund via whatever payment method you used on your order!

THBS

That is the clearest answer so far on the issue and hopefully a crystal clear answer will come in the near future.

Użytkownik Dan Matrix edytował ten post 02 marzec 2012 - 07:55

[kyuusei]

Wow OP, you had a pretty small charge for such a big parcel.

As for my N7 hoodie, looks like it was gonna ship today after all. I got a call from Canada Post, the driver informed me that my COD really is $16.something, so my calculation was pretty good. But since I wasn't going to be home, she's leaving a card so I could pick it up at whatever post office. Sad I missed the delivery, but happy it got here before ME3, haha.

[Dan Matrix]

Now you can role play even farther by wearing it while rocking the galaxy as Shepard!

I love my old N7 sweater, haven't stepped up for the new design. Good to hear the cod is correct, like Domino said their fixing the problem on their end.

[Wolfskins]

Dan; thanks much for relaying that info. It's good that some potential progress is being made & further updates are hopefully incoming.

Cap'n Lanta; yeah, I want to also thank you for starting this topic. I didn't get overcharged on taxes like other people are experiencing, but everything here is still a concern to a fellow Canadian customer & fan of stuff the BioWare Store sells. So... thanks!

Kyuusei; glad your COD is accurate, and excellent to hear you'll get the hoodie for ME3!

Użytkownik Wolfskins edytował ten post 02 marzec 2012 - 08:37

[kyuusei]

OP: thanks for starting this topic... and for posting it on Tumblr too. Haha. I'd have not seen a COD coming whatsoever. And thanks everyone else (Wolfskins especially) for helping me figure out the $ so I wouldn't be blindsided.

I went today to the post office and the lady was great, cash or debit was fine since either way they'd have to print out a MO for XPO. I wasn't asked for a MO fee either, just the $16.whatever. The hoodie is super comfortable! Lots of detail. I know tons of people have balked at the $74 price tag, but... it was totally worth it.

[nonpromqueen]

Just noticed this thread.

My boyfriend ordered me the Garrus tshirt & the messenger bag and I too got 20+ dollars worth of COD charges.

I paid cash and I don't believe I got a receipt. Grrrr. Wish I had.

[chemgear]

Communication exchanges with the Bioware store has been pretty quick for me - nothing showing on my credit card yet but there are delays with that showing properly.

On a side note, I was playing around with the store website cart and it looks like if you add enough items the shipping method shifts from XPO to normal USPS. I wonder if that might be a better option for Canadians in general. As it stands right now, you have to buy a lot of stuff to get it past that threshold - something like 7 of the massive collector edition art books for it to switch.

[chemgear]

Just a follow up on this thread.

My fee correction on the original order is still being processed but I recently made an additional order for just under $400 worth of stuff. The COD came in around $25 which is about right assuming the $7.50 COD fee and tax of 5% at my location. It looks like they have it sorted out (I hope) for the future.

I could see it really sucking for small single orders when you have to pay a $7.50 fee for just a few bucks in stuff.

[Dan Matrix]

Has anyone received a refund yet? I have yet to hear anything about mine and there has been no refund to my Paypal yet. I wonder how long this is going to take.

[ilikeicehockey]

I've got a refund but I'm still waiting on how the taxes, COD fees were charged. Just follow up with Ms. D. as she is a bit swamped right now.

Użytkownik ilikeicehockey edytował ten post 21 marzec 2012 - 05:50

[Xtrykr]

I have not received a refund yet, my ticket is still open.

[PIngp0NG]

Hey folks, I really wish I had seen this thread earlier.

I just got my N7 hoodie in the mail after about 4 days of order processing. I am in Canada as well and received a COD charge of $13.67 on the order. It seemed really weird to me. I had not been expecting this as the Bioware Store/Treehouse FAQ says you will see "the final shipping price" at checkout. I had also ordered two t-shirts in the past that did not have a COD so this was a nasty surprise.

I did not receive a receipt for the COD which I paid in cash, but the Canada Post-woman was kind enough to write all the tracking info on the package for me, with her name.

I've emailed customer service but this feels like a real kick in the pants. Why are these fees not mentioned up front? This means I paid a total of $26 in shipping on a $50 item. I would NOT have ordered the hoodie if I knew I was going to get completely jacked on shipping.

[Dan Matrix]

Ilikeicehockey was right, I replied back to the case via my email and got a reply stating, I JUST refunded your cod. So what, they forgot to it? Just reply back too them and they should issue a refund now. I'm just happy this is finally resolved.

[Tocquevillain]

Xtrykr wrote...

Looks like a friend of mine getting charged $20.56 on each as well. Looks like the duties and taxes were done on the full value amount, but double dipped as separate packaged. GG NO RE. Store credit will be in order I imagine, not sure how else Bioware expects to rectify this. This is pretty low to snoop, intentional or not.

P.S. I will not settle for coupons with 1 month expiration dates. Better be a real store credit, otherwise, off to the Better Business Bureau I go, thank goodness Bioware stationed in Canada, otherwise I'd be hooped of this highway robbery!

Yeah...that wouldn't have gone anywhere since it's not Bioware you're buying from, it's Treehouse Brand.

Anyone involved in this snafu live around Ottawa? I'm worried about COD charges, I just spent a large sum at the Bioware store and I'm not looking forward to seeing them arrive.