Ferraristore.com problems...

My wife ordered me a red/black ferrari jacket for my birthday. The ferraristore.com sent a grey one!!!

She got hit with $160 in "import duties" on the order on top of it. The import duties were not explained. We have been emailing them with little success.

Their resolution is to send the jacket back for a refund...and we are out $160 due to their mistake. They are willing to send FedEx to pick up the package. The import duties are nonrefundable, and they will not reimburse us for these as we "accepted the package."

I offered 2 possible resolutions:

1) Refund us our costs incurred, entirely due to their mistake. Take your jacket back.
2) Send us the right jacket, and take this one back. They have offered to pick up the jacket, and send the right one, but then we will be paying import duties TWICE.

Still haven't gotten a reasonable response, just emails stating that they will pick the jacket up.

So far, very disappointed in the poor customer service. Thoughts? Have the credit card charges reversed???

Second question...why the heck are the import duties so frikken high?! Its half the cost of the jacket! Is that due to their choice of shipper? If they had told us that we would have to pay what we did for this jacket, we would never have bought it. Are you guys paying 50% import duties when you order ferrari parts from Europe?!

Any help appreciated...

 

Talk to your credit card company. Do you have anything that shows what color you really ordered? If not they might claim buyers remorse.

 

Get the charges reversed, F 'em. Make sure you have all your ducks in a row before doing that so the CC company won't reject. Just try to get the item you want at a US F store so you're not stuck with duties. If you return the item they should refund duties just like when you return an item to the store and you get taxes refunded. Good luck.

 

Import duties tend to be imposed by governments or more particularly the interpretation of customs on entry by the carrier - have you asked the carrier for an explanation or looked at the invoice they should have given you - particularly since the money isn't going to ferraristore ?

 

I believe if the papers correctly indicate that it is a "No Charge Replacement for item shipped in error and returned" with a declared value of zero, then you will not pay import duties twice.

[edit] If it gets hung up in customs as a result, then it's FerrariStore.com's problem, not yours. [edit]

since the shipper actually collects the duty, have the item shipped FEDEX or UPS. that way you have a US company to talk to, should they try to collect the duty twice.

 

I have had items shipped to me in Canada as replacements and never had to pay duty. They were always labelled "warranty replacement".

 

Import duties have to be paid regardless, that is not the shipper or the shipping company its the GOV.

There are certain ways they could have avoided such high duty but that it is probably not their fault they are just following the rules. Some items are taxed higher than others.

As for the color though they should make it right and email you back.

Unfortunately this is not the first time I have heard people having issues with high duties, poor communication, and wrong items shipped when dealing with F store. Although I do know some people that have had GREAT service from them so it can go either way.

Good Luck