New forward service from NZ Post: YouShop

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10 posts

Wannabe Geek

#1453132 18-Dec-2015 16:45

Yatey: Purchased a pair of Raybans on Amazon, and had them sent through Youshop.
Received the package tonight. No sunglasses were present.
As Youshop inspect the contents of each package upon arrival to the warehouse, I am left to believe that Youshop is responsible for the disappearance of my sunglasses.
What is the best method of resolving this situation with Youshop/NZ Post?

Something similar happened to me when I made an order of several clothing items from J.Crew via Youshop. A red cardigan was totally missing from the package, although it appeared on packing slip from J.Crew. The clothes were sent in a basically a thick paper pouch by J.Crew, and it had been cut open end to end by Youshop, and poorly taped back together (single strip of tape, not completely sealing opening). Plus, the weight of parcel was noticeably less than what was stated on the UPS label (and it was an exact number on this label, not an estimate like it would be in NZ), even though it hadn't been repacked by Youshop.

I contacted Youshop via livechat and was relatively abrupt with them -- basically quite firm on their liability for the package once it had passed thru their hands. Their customer service rep was pretty unhelpful and told me their policy is that I would have to contact J.Crew and request written confirmation that the item was originally in the parcel, plus send Youshop photos of the package and contents, AND a photo of parcel weight on scales. I did all of this, but the reply to my email to J.Crew resolved the whole thing -- they immediately refunded me for the item (which was now out of stock btw!), offered me a discount code and free shipping to order replacement item, and apologised extensively for the hassle. They didn't seem to care that I had used freight forwarder either (I gave them full details in my email). I didn't bother following up with Youshop after this.

I still think it was likely Youshop's fault --- all evidence points to item being lost in their hands, and their poor resealing of parcel being at fault! Interesting the difference between a U.S. company's customer service and that of Youshop --- the tone they took in correspondence with me was polar opposite.

In the past when I've had to contact Youshop via the livechat, it has been similarly tortured - I think the person you speak with is in NZ, and there seems to be quite a disconnect between them and the actual warehouse staff in the U.S. But anyway, that's about the only way to do it -- if you ring NZ Post, they will tell you to use livechat facility too. Good luck!

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billgates

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#1453139 18-Dec-2015 16:53

I purchased a Nexus 6 during Amazon's Black Friday sale. It arrived in NZ this Monday and was not delivered the next day which is when I have always received my YouShop parcels through courier post (next day after arriving in NZ). The tracking status has been a static 'Sorted at AKL deport' since Monday and has not changed at all. I called on Wednesday to inquire and was told to wait till Thursday as the parcel was slapped with a 3 day economy ticket which I thought was a bit strange. Nothing yesterday so I got in touch with NZPost via twitter and was told to wait it out till end of Thursday as that will end 3 business days and if nothing shows up by Friday night, they lodge an inquiry with Courier Post on Friday. Nothing showed up today and the tracking status is still the same so I got in touch with NZ Post again via twitter who lodged an inquiry with Courier Post who called me after few hours today and apologized for the fact that someone had accidentally slapped the parcel with a 3 day economy ticket when it should have been next day delivery and now they are trying to find where the hell it is located right now.

Do whatever you want to do man.

rmt38

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#1453178 18-Dec-2015 18:36

Shipito take photos of the package before and after repackaging, and provide them alongside your package data on their website. In my case I bought 2 pairs of running shoes, and they arrived separately and were extracted from their individual packaging and repacked into a shared box. The shared box was firmly taped.

Sounds like a complete difference in level of service provided.

timmmay

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#1453188 18-Dec-2015 19:20

I just used ShipItTo for the first time. They have a much more comprehensive service, but their shipping to NZ is either insured USPS (pretty slow) or really expensive couriers. Youshop compares well on price, but not so much on capability. ShipItTo charge for interior photos, at least with their USPS service. Could end up cheaper with proper repacking though.

rmt38

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#1453205 18-Dec-2015 20:21

timmmay: I just used ShipItTo for the first time. They have a much more comprehensive service, but their shipping to NZ is either insured USPS (pretty slow) or really expensive couriers. Youshop compares well on price, but not so much on capability. ShipItTo charge for interior photos, at least with their USPS service. Could end up cheaper with proper repacking though.

I was pretty sure I used a reasonable uninsured option, all I can see in the emails, is "Airmail Economy". And I didn't pay for the photos. Maybe they threw them in for free with the repackaging.

richms

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#1453208 18-Dec-2015 20:26

Photos are $1. Needed if you want complete insurance on the shipment. I usually pick UPS, get the stuff in my hands on monday if I send on a friday usually.

Reminds me, should send my xmas gifts over today so they leave friday their time

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timmmay

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#1454243 21-Dec-2015 09:49

To follow up my mention of consolidation missing parcels last week, it turns out parcels can be consolidated to more than one package. The youshop website said my parcels had been put into one parcel and delivery was complete, but my four parcels were actually consolidated into two packages and sent separately. One turned up on Friday, after which the youshop website said "delivered/complete", one turned up today. The youshop dashboard doesn't seem to be able to cope with how consolidation works.

So I guess all's well that ends well, except I made another order of what I wanted delivered and had to cancel it and have the charge reversed. Youshop generally works ok, pricing is good, but it's obviously still an immature system. I've had around 20 parcels delivered using youshop. I'll keep using it, though I have started using ShipItTo who have MUCH better systems (including photos and proper consolidation where they repack boxes), though other than non-tracked USPS their delivery options are all much more expensive than Youshop.

Damager

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#1454498 21-Dec-2015 12:52

Does incoming international mean it's in Auckland now?

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timmmay

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#1454506 21-Dec-2015 13:00

Damager: Does incoming international mean it's in Auckland now?

Mine have always said "arrived in country" or similar, from memory.

richms

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#1454560 21-Dec-2015 13:49

Youshop have let me down too often to bother continuing with them. Not repacking large things and absurd delays mean that shipito is almost always about the same price or a little more for something massivly faster if I choose DHL. Sure, the shipping on the final box size is about 30-50% more than youshops rates, but when its 3 days instead of a week and a half, and the box is so much smaller because they will actually find another box to stick it in?

Richard rich.ms

Damager

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#1454775 21-Dec-2015 19:54

timmmay:
Damager: Does incoming international mean it's in Auckland now?

Mine have always said "arrived in country" or similar, from memory.

I've been using the extra tracking function on youshop. I got the usual email to say my item has now cleared customs. Despatched from the USA on 18.12.15. Not bad going. Based on previous deliveries I'll have the item tomorrow morning. Fingers crossed.

networkn

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#1454855 21-Dec-2015 22:57

Damager:
timmmay:
Damager: Does incoming international mean it's in Auckland now?

Mine have always said "arrived in country" or similar, from memory.

I've been using the extra tracking function on youshop. I got the usual email to say my item has now cleared customs. Despatched from the USA on 18.12.15. Not bad going. Based on previous deliveries I'll have the item tomorrow morning. Fingers crossed.

Same! Seems I'll have a VR Kit under the tree after all!

ntsan

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#1458806 29-Dec-2015 23:37

I got a parcel that was shipped on 22nd and delivered on 23rd to youshop uk, but youshop still haven't update the parcel, i trid claim my parcel using thr tracking number but got nothing! It seems like it didn't even receive it, I tried to use the support form but still haven't anything heard back, really disappointed!

freitasm

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#1458809 29-Dec-2015 23:48

It seems the UK warehouse needs a couple of business days before entering parcels into "the system". Remember that this was the last day before Christmas so I can pretty much say they'd be overloaded with parcels.

Anything ordered after 1st December, is a hit or miss, whatever service you use. I remember a couple of years ago ordering things on Amazon, direct to my home address and not receiving until mid-January. Lesson learnt, we now order Christmas stuff start of November.

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Nil Einne

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#1459270 30-Dec-2015 20:57

rmt38:

I avoid youshop because I read on their website they don't offer repackaging. Is this a one off you managed to beg out of them? Or a sign of a general service you need to ask for?

What website? NZ Post's website has always or nearly always said that offered repackaging but it's supposed to be automatic and also requires 2 kg difference between volumetric and actual. (Originally they said if they would save you money so it technically only required a 500g difference, actually less if you consider intervals.) See https://www.nzpost.co.nz/tools/youshop/youshop-pricing/additional-youshop-fees and https://support.nzpost.co.nz/app/answers/detail/a_id/790

They will not however remove items from manufacturer boxes (not an issue for me, I never wanted that although I believe it's a common issue for people buying shoes) and a few other things like leather items or automotive parts.

They do say they won't repackage if the box contains "protective manufacturer's packing e.g. Styrofoam". This has always seems a bit weird. I'm pretty sure it isn't uncommon most shippers will stick peanuts or air wrap in the box if it's very large compared to the manufacturer package. Regardless of fragility, you don't really want whatever it is bouncing around in a large box so you would generally put something to make it stay in place. OTOH, these are added by the shipper not the manufacturer. Since they aren't opening up the boxes, they wouldn't normally see the manufacturer packaging. I guess the only exception would be cartons prepared by the manufacturer and stuff like hard disks which do have manufacturer recommend packaging methods (although very few shippers follow these).

So I'm not really sure what they consider protective manufacturer packaging. From what I've read before it doesn't sound like they always count the peanuts or air wrap. Maybe it's only if the packaging material seems more formidable. Maybe it depends a lot on the person assessing it. In my case, maybe it didn't help that the manufacturer was the one who sent the items (although pretty sure they were still in ordinary retail boxes just put in a box with some sort of packaging material). Don't really know and since they repackaged, I may never be quite sure what it used to be like.

As to whether re-packaging even when they decide there is "protective manufacturer's packaging" like my case, is a on-off. Well it's not a written policy I've seen anywhere. However while I was prepared to try to push this a bit, e.g. with Twitter, I didn't have to. All I did was ask them via their contact form to re-assess repackaging since I was sure it could be. About a day later I got a response saying they'd ask them to. A few days later got another response saying they couldn't because of packaging material and I'd either have to waive damages or let it be.

When I first hit the problem, I did come across someone else who waived damages so I don't think this is unique to me. But since it's not a public written policy anywhere they could simply refuse.

Anyway repackaging was carried out and went from 14.6kg to 10.6kg. It's still quite a bit higher then I expect was really necessary, but not much I can do unless I can somehow work out how to get it to ship2u without a significant cost but I think that's unlikely. Was hoping they would have a boxing day coupon, but seems not. I would say from this experience confirming what others have said namely that repackaging with Youshop is a bit of a hit and miss even without the manufacturer boxes problem that's an issue for some.

OTOH, I've looked at shipitto, buyusa and one other re-shipper I can't remember the name of. If they were somewhat more aggressive in the repackaging, buyusa would have came out on top but it depends how much more aggressive they were. Shipitto, I'm not so certain it would have been cheaper even if they were a resonable amount more aggressive. It's possible but it would need to be a fair bit smaller (from the sizes of the boxes, I think it might have been possible but I'm not certain). Of course even if it was cheaper in this case, if the seller wasn't so generous with their packaging Youshop or Youshop had repackaged it more (presuming I'm right and they could have), Youshop would likely have came out on top. So was always going to be risky either way. The fact that the NZD is a lot lower now (admitedly improving) obviously doesn't help the ones who's prices are based in USD. At least until Youshop decides they need to raise their prices. (If you do want manufacturer boxes removed or otherwise think you may hit a situation where Youshop won't repackage then buyusa and shipitto etc would likely help.)

The only one who I'm fairly confident would have been better is ship2u. Ship2u's main advantage seems to be they use a similar but cheaper pricing structure that means they should nearly always be cheaper than Youshop. Presuming the item is over 500g and Youshop has no discounts and they are the same or better at repackaging (I think they are from what I've read but I've never used them). And when Youshop does have discounts, if the volumetric is likely to be significantly above the weight. So in that way, it seems it's somewhat risk free (well ignoring what happens when things go wrong). That's provided there's no sales tax, if there is then it gets more complicated again.

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