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Hi, Just thought I would make a note here of your handling of my issues. I ordered a pair of HD6xx headphones and then earlier today recieved the package. I drive to go and get it, as I like in the UK I had to pay import tax and handling fees. These total £47.92. The breakdown being £35.92 in tax and £12 in fees. These taxes were calculated of the shipping label of the box, which marked the shipment as the 6xx headphones of $199 value. Before leaving the parcel depot, I open the box to find a $35 lord of the rings mousepad. So now the problem is not only do I not have the headphones, but you have marked the shipment wrong so I have paid £47.92 fees for the handling of the mousepad. Which would have acrued £0 of fees if marked correctly as it is under £135. I go back to the desk but as I have already paid the fees I am unable to reject the shipment, but as the box said 6xx, there was no way for me to know before opening it. I contact support and they offer me a replacement, which is useless to me as these were a gift and they would arrive far too late (I bought a replacement from a local audio shop on the way back). I explicitly asked for a refund + a refund of the incorrect fees I have been billed as a result of their mistake. I then contact them again and they offer me of a refund of the original invoice cost $214. What a joke, ruining my order then refusing to pay the handling fees they incurred on a mousepad by incorrectly declaring it as a pair of headphones. Apalling attitude, and an apalling way to do business. Great products terrible company.
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amycs
116
Admin User
Jan 17, 2025
Hello @captainveyron Thank you for providing feedback. We apologize as this is not the experience we'd like for you to have. We've reported this warehouse error and we understand you are requesting a customs fee reimbursement. Due to the mistake on our side, we'll reach out to see how we can get this resolved for you. Apologies, as our systems do not allow for refunds that exceed the original captured amount.
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