Sideshow supplying incorrect customs information to Fed Ex on sale items / discounts

[Asta]

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[Rorywan]

This is a complete disgrace.


Sideshow? Comment please?

 

[canadaclone]

That may not be the case.

My HT '66 Batman and Robin were over-charged, and Fed Ex subsequently refunded my card.

I used the $50 International Coupon from Batman and Robin to buy HT Bank Robber Joker. I fully expected another over-charge, but this time Fed Ex took the correct amount first time.

Then on SS R2-D2 they went wrong again, and refunded me once more.

It seems more like pot luck than procedure.

FED EX charges what is given....SSC is putting the wrong amount on the new 'electronic' form, they were always correct in 2013 when the sheet of paper was printed and put on the side of the box...since the paper went away in early 2014...and this new electronic number was attached to the package, SSC is getting them wrong.

 

[Asta]

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[Rorywan]

It's Sideshow's responsibility to pass the correct information onto FedEx, who are their shipping company of choice.
It's always the senders responsibility.

FedEx told me that the information had been incorrectly submitted by Sideshow, they gave the retail cost PLUS the shipping cost as the retail number, meaning Fedex added shipping onto of it again.

 

[Asta]

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[canadaclone]

SSC says they do that, they no longer do, FED EX gets only a single 'electronic value' for the package...and that gets duty and taxes put on it, SSC gives them the original retail price for that 'electronic' value...FED ex when disputed goes and gets the 'paperwork' from SSC and that has al values and they charge based on the 'value paid' as CBSA requires.

Until the single 'electronic value' becomes and electronic form with more than one number, SSC seems to put the wrong amount, and every time I ask a SSC rep IN PERSON on the phone...they immediately say 'we are not changing anything or altering any values for customs' without even hearing what they are doing wrong. They stop the discussion right away.

 

[Asta]

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[Rorywan]

Slightly off topic but get this.

Fedex admitted there was an error with my invoice. But they still demanded I pay it (the incorrect amount) so they could issue me with a credit note (not a refund).

I asked them why would I pay them more than I owed them only for them to issue a credit note? They said they don't reissue invoices, that I have to pay the incorrect amount. And that they would not refund me directly for the outstanding amount. Credit note or nothing. Not sure they have grasped the whole customer's money thing?

You can imagine my response.

 

[canadaclone]

But as I wrote before, Sideshow don't always give Fed Ex the retail price.

With Bank Robber Joker they gave them the discounted price (retail less $50). And Fed Ex duly calculated the tax on the discounted value.

However, giving the discount price rather than the retail might be the exception to Sideshow's rule (if they have a rule).

That is great, they are not supposed to give the retail price, unless we pay full retail, they are supposed to give the price we paid them, not including shipping. That is the 'value' of the goods. Then that amount is to be converted and taxed, or VAT as is in Europe.

Slightly off topic but get this.

Fedex admitted there was an error with my invoice. But they still demanded I pay it (the incorrect amount) so they could issue me with a credit note (not a refund).

I asked them why would I pay them more than I owed them only for them to issue a credit note? They said they don't reissue invoices, that I have to pay the incorrect amount. And that they would not refund me directly for the outstanding amount. Credit note or nothing. Not sure they have grasped the whole customer's money thing?

You can imagine my response.

That is their 'process'. Like all other companies...the customers jump through the hoops...and the world continues to turn.

Am I guess since you say invoice and payments and you are dueling with them, you do not have a FED EX account? There are no FED EX fees with an account, and they fix all this stuff without bothering you...I get an e-mail saying my CC was charged, then one saying credited full amount, then charged correct amount.

But you do validate again this thread...

IF SIDESHOW COLLECTIBLES WOULD PUT THE CORRECT AMOUNT ON THEIR INTERNATIONAL SHIPMENTS ALL THESE PROBLEMS WOULD STOP !!!!

 

[MR Regan]

I've just hot my FedEx bill for the Prometheus statue, $399 plus $40 shipping, but I had a $50 gift card to use on it bringing it down to $389.99.
The bill from FedEx was £57.27
$389.99 is roughly £260.95 so I thought the invoice should have been about £46

 

[Asta]

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[GoldDigger]

Hey Canadaclone, try forward your complaint to the Better Business Bureau.

 

[Collectorcol]

Hey Canadaclone, try forward your complaint to the Better Business Bureau.

Three posts all suggesting contacting the Better Business Bureau

 

[canadaclone]

Three posts all suggesting contacting the Better Business Bureau

You can go to the BBB in a different country??? I like SSC, they just need to fix this problem...they are great otherwise...and they have been in this thread(chicky)...so hopefully they fix things...

 

[CAhobbit]

Hi All!

First and foremost I wanted to apologize for the frustration that some of you have been experiencing with your local custom agencies. I've had various departments on the case and wanted to be able to get more info from y'all to pass along for further investigation.

UPDATE: Our IT team has just confirmed Sideshow supplies the following - A pre-clearence document with the full retail price, and at the request of our customers (many years ago), a customized commercial invoice is also transmitted/supplied to customs, which contains the full retail price, discount applied/final cost actually paid, and the shipping cost. We've confirmed that all these forms are filled out according to custom requirements. Both forms are transmitted electronically to the appropriate custom agencies upon shipping an item outside of the U.S.

If you find that you have a customized invoice that does not have this information (retail price, price you paid, and ship cost), then please email me with a scan of your document so that we can investigate further.

My Email

Important notes: Customs offices ONLY require the actual retail price of an item but at our customers requests (many years ago) we began to supply the commercial invoice, so we transmit both documents to custom offices. Of course, this means many may configure fees off of the retail price because they consider this the ultimate value of the item even though we send a customized commercial invoice properly filled out with the price paid, etc. It is ultimately customs decision based on the laws of each country as to what price they will base taxes they will be charging on imported items.

Also, since we have confirmed that our pre-clearance and commercial invoice are being completed correctly and to the standard that customs offices have dictated/required of us, then BBB complains will not be helpful in this situation as the concern lies with specific custom agencies in their home countries.

-SideshowAlex

 

[Rorywan]

Just happened again with Fed-ex.
This was NOT a local custom issue. The custom fees were calculated correctly based on the final figure that Fedex were using.

It was incorrect price and shipping information given to Fed-ex, no inclusion of discount or that the item cost supplied already included shipping.

I ordered a Hot Toys "Baby Groot" figure for my son. Using discount points it cost me $55.88 including shipping from Sideshow.

Fed-Ex calculated my duty on the full non discounted price AND added the shipping again on top.

Totalling euro97.44, that's over $100!!!!! Before they added duty.

Alex? Sideshow? Whoever is in charge? you need to do something about this immediately, my last two orders from you have been the same. Something is obviously going wrong in this process. And Fedex get their figures from you?

This is not about local customs or duty, it's about the figures that FedEx are receiving.
Now I have to enter into another two weeks of emails with them, disputing the price of the item and shipping.

1: It's just not good enough guys.
2: I recommend everyone double check that Fedex bill and ask for a full breakdown of the cost.

 

[Asta]

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[Rorywan]

Yes, it's becoming more frequent that they calculate based on the wrong amount.

Luke Hoth didn't take account of the $101 reward point discount.

I've emailed FedEx twice since 31st March and still haven't had a reply from them. So I clicked the 'Dispute Invoice' button and put all the information in there as well.

Thing is, once there is an issue with FedEx they are a nightmare to deal with. The last time they insisted that I pay them the incorrect amount because they wouldn't reissue a new correct invoice, even though they admitted they were wrong. Yeah, sure I'm gonna give you money for nothing because you can't/won't reissue invoices.

 

[Asta]

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