Complaint Review: EdiZONE LLC - Alpine Utah

Let us examine this company's rebuttal.

It is very important to note that EdiZONE, LLC is a completely different entity than WonderGel, LLC and they should not be affiliated in the same report.

Really?  If you look at the bottom of the home page at wondergel.com, you will find the following notice:

WonderGel and the product names found within this website are trademarks of EdiZONE, LLC of Alpine, Utah USA

Looks to me like EdiZONE and WonderGel are indeed affiliated.

The customer mentions that WonderGel refused to acknowledge request to ship via US Postal Service.  WonderGel is not able to ship via USPS, only UPS.  Shipping via "UPS - Standard" was the option selected on the customer's order.  Customer's exact comment in order read, "UPS is unreliable to our location and frequently charges duty and handling that is unnecessary.  If there is an option to ship by USPS please let me know as I would prefer it."

This comment in and of itself indicates that he only wanted to be contacted IF we could ship USPS (which we couldn't).  It also indicates that he knew that there was a high possibility of extra charges, which relates to his second complaint.

Yes, that is factually true.  But if you are selling something and a customer indicates that they do not want the product shipped as you are offering, wouldn't it be sensible to check first?  If not, what is the point of having a "comment" field on your order form.  Yes, I guess I should have said DO NOT SHIP if only UPS is available.

The customer claims he was not properly warned about possible additional duties and taxes.  However, in two different places, including the main checkout page, it reads, "Brokerage fees may not be assessed on your order but Duties and Taxes may still be due."  This is not something we try to hide from our customers.

They seem to be confused about duty and brokerage.  It wasn't duty that was payable, it was brokerage.  There was no duty payable on this item but UPS charged $33 for "brokerage".  When I complained to UPS about it, their customer service person said that retailers are supposed to indicate the duty and brokerage costs associated with international shipments and that they can get the information from UPS.  Not only were they not listed, there was no indication that brokerage would be charged even if duty was $0.  Was this the first time they have ever shipped to Canada?  Have they never had a customer complain about at $33 fee for a service that does nothing on an item worth $52?  And if this is the first time, don't you think they would want to make good and ensure it doesn't happen again?  Instead they are hiding behind the wording on their website.

We are not able to identify to customers how much duties and taxes may be, due to the fact that it can vary for each package according to Canadian policy as it has nothing to do with us.

Depends on who you believe, Wondergel or UPS.

As for returning the product, our return policy clearly states on our FAQ page, our main checkout page, and all order receipts and confirmations, "WonderGel, LLC offers a 100% money-back guarantee on every domestic purchase. Product must be returned within 30 days in its original packaging, and in new condition with no stains, tears, odors, or damage. Shipping & Handling is not refunded. International orders are not eligible for returns."

In the segments about International orders, we also state specifically that international orders are not eligible for return.

Yes, it says that quite clearly.  We haven't even received the parcel yet, so we haven't tried to return it.  I guess you would say that we tried to cancel the transaction.

An interesting side note about the base amount for original shipping charged, we charge less than UPS's published rates.

Well, thanks SO much.

What worries me about this company isn't really the $33, or the fact that in all it cost me $125 to get an item that is priced at $52.  My biggest concern is that they seem to think this is all fine and dandy, perfectly justified by the weasel wording on the webpage, and the next sucker from Canada or overseas who orders from them is going to get the same result.  They have given me no indication that they have any intention of changing their policies, warning buyers or offering cost-effective shipping options.

Imagine walking into a regular store and buying an item.  You pay and start to leave, but are told there is a mandatory fee for the doorman to open the door for you.  In disgust, you return to the sales counter to have your purchase refunded, but are told that there is a restocking fee.  Would you stand for it?

I tried to call the number shown on their webpage today, in an attempt to speak with a manager.  No answer, no machine.  Revealing, hmm?

It is very important to note that EdiZONE, LLC is a completely different entity than WonderGel, LLC and they should not be affiliated in the same report.

The customer mentions that WonderGel refused to acknowledge request to ship via US Postal Service.  WonderGel is not able to ship via USPS, only UPS.  Shipping via "UPS - Standard" was the option selected on the customer's order.  Customer's exact comment in order read, "UPS is unreliable to our location and frequently charges duty and handling that is unnecessary.  If there is an option to ship by USPS please let me know as I would prefer it."

This comment in and of itself indicates that he only wanted to be contacted IF we could ship USPS (which we couldn't).  It also indicates that he knew that there was a high possibility of extra charges, which relates to his second complaint.

The customer claims he was not properly warned about possible additional duties and taxes.  However, in two different places, including the main checkout page, it reads, "Brokerage fees may not be assessed on your order but Duties and Taxes may still be due."  This is not something we try to hide from our customers.

We are not able to identify to customers how much duties and taxes may be, due to the fact that it can vary for each package according to Canadian policy as it has nothing to do with us.

As for returning the product, our return policy clearly states on our FAQ page, our main checkout page, and all order receipts and confirmations, "WonderGel, LLC offers a 100% money-back guarantee on every domestic purchase. Product must be returned within 30 days in its original packaging, and in new condition with no stains, tears, odors, or damage. Shipping & Handling is not refunded. International orders are not eligible for returns."

In the segments about International orders, we also state specifically that international orders are not eligible for return.

An interesting side note about the base amount for original shipping charged, we charge less than UPS's published rates.

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