The company service is great but they could help us to inform the duty fee regulations for each country. For example: I bought $ 30 of merchandise plus $ 45 shipping and handling because MyUS.com used Fedex to ship and Brazilian government recognizes Fedex as express courier. In resume, I must pay 100% duty fees over the entire invoice meaning either the shipper or recipient must pay $ 75 more. If I knew these charges, I would have used the old USPS because merchandise below $ 50 do not pay duty fees. Yeah, there are things in life, you use only one time and no more. I can't recommend this method to ship personal items from USA to Brazil.
Review by Ripha1 year ago
Actually you are good but still not the best, I am not very happy in my experience with MyUs
because I have to send many of e mail to fix many problem in every deal.
and that's what I found it in my experience :
1- no fix shipping price > as my current period (see last mail).
2- Updating the suite is very slow.
3- customers service all time asking about screen shot ( they must know them job without screen shot).
4- good shipping rate with heavy but still expensive with light.
5- very slow in contact and Email replaying .
Review by Pendlebury1 year ago
Michael so friendly and support me faster than I imagine but the application for chatting is too bad and all the conversations delay.
Review by Zarevna2 years ago
Final Update - After more length conversation and transfer between different CS, MyUS had agreed purchased a replacement and send me the strap at no cost. Last week, I had received my replacement. I'm satisfied with this result, but still, it's taking almost 2 months and multiple emails with different people in Upper Management just too much for a strap cost at $60, this is not practical for running a business. I had changed my review from 1 star to 3 stars as MyUS does taking responsibilities and provide a solution. but I can't give more stars since it's taking me too much effort to get this far. Again, I don't think I will use their services ever again, but I do hope they can improve their customer services in the future.
Here is my lengthy battle with this company for a single misplaced strap in my shipment.
Jun 26-Each time I'm thinking this can't get any worse, this company always has a way to shock me:)... Here is the response I got from MyUS which after few lengthy emails:
"We can replace the strap that was not received in your shipment.
You can either order the item (Purchase Link for a purse not in the same style as the one I lost) and once we received, we will send the strap to you at no cost and remove the purse.
Or we can order this on your behalf, send you the strap and remove the purse as the strap is what is missing. We will not be able to send the purse unless you cover the shipping cost. "
I'm speechless when I saw this email. Besides they are giving me the wrong bag, when I specifically ask for the replacement of exact same style of strap, their suggestions are ridiculous! By my understanding, those 2 suggestions are: 1. get a free shipment of the strap by purchase a bag at your own cost, and guess what, all you can get is the strap, even you paid the strap&bag in your own money. 2. We will order it on your behalf (not mention who pay the bill), but you have to pay for the shipment in order to get the strap which we lost at first place.
I'm just wondering if this company is run by people who are having any common sense:)...
Jun 25-I don't know if this will be the last of my case, as I'm not satisfied with the final reply they giving me. Here is their final reply:
"I have reviewed all of your e-mails and I see this is in regards to a strap missing from package 01-628-8950.
I have reviewed the Login Photos taken for this item and there was not strap inside this package. Please see attached. We shipped what we received by the seller.
We have checked our surveilliance cameras as well as spoke with the Logger and Packer for your package/shipment and confirmed there was no strap with this package. The seller never sent this with the handbag, I do apologize.
As this is not a MyUS error, but instead an error on the sellers end, we recommend you contacting the seller for further assistance with this item as we cannot contact them on your behalf since we did not make the purchase.
As a one-time courtesy, I can issue a $20 courtesy credit as a good will but no additional refunds/credits will be issued.
Should you have any questions or concerns, please do not hesitate to contact me.
I'm not too surprised that they will conclude in this way, as I already know how irresponsible they are.
But I still want to make something to be clear.
I had spoken with my seller way before I contact MyUS, and he is positive that the strap included with the bag which wrapped with paper. From the picture I had from MyUS, I can clearly see a wrapped paper beside my bag when they weighted it. But the wrapped paper wasn't been examed nor included in the shipment I received. In addition to that, all my other bags have been forwarded by this company, the picture taken by MyUS IS NOT showing a strap nor a log indicated there are 2 items in the shipment, but I do receive both bag and strap as those sellers didn't bother wrapping the strap. As such I don't TRUST their conclusion since the wrapped paper been lost and they have no record that they been checked the wrapped paper before throw it. Based on the available evidence, how can they say it didn't include with a strap?
I'm not accepting this "courtesy credit", as I'm not satisfied with their conclusion and I will not be using this service ever again. From the experience I had, their process for handling the goods are poor!
If you don't want to lose ANYTHING, please make sure you are select Forwarding with Original Package, otherwise, please prepare to have the same ending as me, after they mess up with your shipment and treated you like a beggar by throwing a $20 coupon in your face:). I also should mention that forward with original packaging may ending with extremely high charges, so either way, they win.
I should also give a word on their "promises", the first promise from Customer services that they are put my case to "upper management" who I found out only been a customer representative, then they give you a guarantee that there is 24-hour reply period which only reached after the repeated request from myself. After that, the HIGHLY TRAINED customer representative said will forward my case to management, which, another lie, I got the email above from the SAME email as this HIGHLY TRAINED Customer representative, with no title, no direct contact:).
And one suggestion for sellers who will be ship your customer's good item to MyUS, please make sure you use something visible for filling and do let them know what is included in the package, also do take a video while you are packaging. If you don't do that, MyUS will blame you for not shipping the item:).
Jun 21-Just an update on my experience, after a of week of chasing the dedicate personell responsible on my case to reply me, I still dont have any resolution for this $100 damage from MYUS. Not very surprising to find out that they remain claim the strap may not included the package at first place, but at least they admitted to the responsibility of they may lost it because the staff didnt felt the strap in the paper.
Now my case has escalated again to a management, and just hope this time they kept their words, at least a real management.
I usually dont give a bad feedback to anyone, but the service I received from MyUS does. I purchased a beautiful vintage bag from Tradesey, and they have me using this carrier as my international shipper, which I did. My bag has 2 parts, the bag and the strap, the seller is taking extra protection to the strap which put the strap in the bag with a wrap of paper on. When the item arrives at MYUS, they REMOVE all content from the bag and without checking the wraps, then just throw it away, now Im End up with a bag without the strap. To make things worse, When I contact their customer services, they are blaming me for not pay shipment insurance and not having their advance photo($10USD), which is no relation in my case, my straps are gone at the moment they decided to empty my bag without asking me! Not only that, both customer services ended my conversation like Im some sort of diseases, which I never been traded in my previous experience.
Also, when MyUS mention an Upper Management will contact you. is this means a general support email like [email protected] sends you a general reply?
Jun 14 -After 24 hours I responded to the so-called "upper management's" email and almost 48 hours after I report my unfortunate loss, no further communication. So you call this special personnel assigned to my case? "dedicated attention and time"??? lol This dedicated attention given to me even didn't have the courtesy to send a short reply to my response:). What a service!
This makes me want to question that the reason for MYUS can't solve this small issue (from their point view due to the value, but it's a BIG issue for me!) in a timely fashion.is this because they are short staffed, internal control is poor can't backtrack the order, no good procedure in place on their loss, or just don't give any care at all.
No matter which one is, I only can conclude that this company is okay for international shipping services as long as MYUS didn't mess up the order. HOWEVER, based on their response and the quality control, I doubt my case is just a bad luck.
Review by Uddhav Kiestead2 years ago
My experience in chatting good after waiting and trying for about more than one hour.
Main problem with MyUs is the communication..Any contact certainly urgent..
All Email answer after 1-2 days. Always I have a problem in my package reach and when I need to ship it. I suggest to use multi Email addresses to cover all suits and to answer in same day.
Review by KitKot2 years ago
The system services are good and fast.
but the only thing I am not happy with was the lack of response time of the live chat. I have found it difficult to contact the support when I needed to. But to be honest, the agent Zyrra have helped me a lot in troubleshooting my issues as I have had two power banks In-review for a very long time.
The other thing that was not on my expectation was the shipping rates. I am running a business in my country to sell these bought items to make a profit. but the shipping rates were too high for me in order to achieve that as the system restricted me to any ship with DHL which is the most expensive carrier.
Review by Ceg Moredhel2 years ago
professional fast support and my issue solved very fast from first chat which really thanks to the agent Christian A.
Review by Lexidoodah2 years ago
I haven't been able to ship due to some options I didn't know. But I'm still new and trying. So Ill give time
Review by McDowell2 years ago
Chat support agent Pedde Jeff D. was great - he did the best he could to help me with two issues. One was fully resolved (thank you), but unfortunately the second issue was not (not his fault - my package was received by MyUS and sent to another customer by mistake). I'm now waiting on escalation to resolve the issue amicably...
Review by Parade2 years ago
The service provided by MyUs is great if you are a regular US shopper, however communication with MyUS requires immediate and drastic improvement. I raised three service ticket requests and did not receive any response in 24 hour period about the delivery status of my package. I uploaded the order number, tracking ID and merchant invoice on three occasions and was told it was "successfully uploaded on the secured server". When my package did arrive I finally received an email indicating my merchant invoice was not available and item values cannot be entered. I had to upload the merchant invoice for a 4th time and emailed it to them as well
If you phone from an international number +1941 538 6941 nobody answers the phone. If you initiate a chat session nobody is available, and if you phone +1941 227 4444 an answering service directs you back to the "FAQ Section on Myus webpage" or option 2 was to leave a message. I did leave a message and thank goodness Beryl Grace who was a guardian angel to me managed to arrange the item for shipping and despatch. A special thank you to Beryl Grace for your prompt response
I highly recommend MyUs to improve their customer communication strategy since email service tickets don't get answered in a SHORT space of time for URGENT shipping, merchant invoices, order numbers and tracking numbers go missing on the "secured server", and worst of all the online chats don't work since nobody responds even if you try for several days, and nobody ever answers the phones especially for international clients. The trust relationship with customers is getting compromised
Review by Horseshoe2 years ago
The first customer service agent was not helpful at all and I complained. The person that reached out to me afterwards was helpful and I did get an apology for the service. I am currently testing out the service. They said they have coached the agent and hopefully my experience will continue to be good.
Review by PBoers Mendri2 years ago
The (or some?) agents do not have access to edit line items (except for price) which makes it a long and hard process if the person who logs in packages has made an error. Trying to get this fixed via chat is hard to very hard. There are regular errors in the login process lately, and these need to be corrected. I am a long term customer and sent about 1 package every month. Their prices are good for me. Do not sent batteries to them because sending batteries overseas is expensive and perhaps more complicated. Buying batteries local is a better option. Medical items (like a simple sleep apnea mask) may also cause delays.
Review by Clo Elturk2 years ago
Pedde resolved my initial issue in a timely manner which I appreciate but was a bit confusing when I asked to clarify some extra details.
Review by Ryu2 years ago
I hope it's a good experience working with MyUs company, personalized service and more.
however, I would like to discard the sending of the product that is in my suit, since it is not legible to be sent to Mozambique
Review by PinkyR Venni2 years ago
Nice.. But the agent took over 25 mins to come online. I don't think its agents' fault. But the overall support system of myus seems slow. Agent was quite informed though. Agent name Pedde Jeff D
Review by Choue2 years ago
Im not sure if I was interacting with an AI or robot. In the whole process I dont know the representatives name. He/She/It kept sending me response in a new mail without replying in a consecutive mail thread. It is difficult for a customer to recall previous conversation or deal they made. Overall the experience was not pleasant though..
Review by Moisekriskelo2 years ago
Overall service and site design is excellent, with an array of useful, reasonably priced services and a great user experience. They do send too many 'touchpoint' emails once you sign up but this is normal business practice these days.
Currently I have a shipment of 5 $929 laptops that have been in 'in-review' status for 36 hours while I wait for someone to check the value against the Amazon invoice I uploaded. The customer service rep was polite and friendly but couldn't help because this task needed to be 'escalated' to someone more senior, which may take another 24 hours. This is completely ridiculous as it's a simple 1 minute job to check that the Amazon invoice I uploaded states the same value as what I entered. It certainly doesn't require escalation, and it should have been done within a few business hours of receiving the invoice. Get rid of stupid and unnecessary internal policies and trust your staff and I'll be happy to update to a 5 star review.
Review by Rumeysa Jarusis2 years ago
Today ) Abubaker(reply was quick, unlike those who had served me in previous times, thanking him.
I always ask Mios to provide people who serve the client quickly.
Secondly, we want you to reduce shipping costs because they are very expensive compared to the weight of the box.
Review by Temp Neraasen2 years ago
very slow system. Unusual for a chat. contact was Amor. Friendly and professional, thorough. Thank you!
Review by Maxzine2 years ago
Many mistakes in registration of product categories and mistakes in item quantity registration are frequent, and it is troublesome to make a correction request from the inquiry form. Inspection fee may be charged even though it is a correction request to correct MyUS's mistake.Require accurate product category registration and accurate item quantity registration.
Review by Savannagirl Conttroze3 years ago
Good morning I thank you for your cooperation with me and I want to stay baazavita basic just don't wanna deducted from card visa the amount of $ 7 per month because I changed the membership of to basic since months predecessor, but Unfortunately, is still the site takes the month of my account $ 7
Review by Centrifik Taula3 years ago
I wouldn't recommend this unless you have no alternative. The support team aren't responding fast. Also items wont be available in dashboard as soon as you'd expect. There will be extra weight on many items, which means extra cost. They can reweight items (at extra cost also). They open EVERYTHING. Beside what mentioned above. It's a somewhat fair service.
Review by Nelisha3 years ago
I needed MyUs to solve my shipment problem but the shipment price always exceed the product price so I could not ship anything through MyUs since I joined. I therefore decided to cancel my membership. I had a live chart with Jeylac who tried to help me stay. She was so sweet and attended tobme like a brother. Big ups to her.
Review by Hulmsa3 years ago
My US is providing a good service but it's very expensive.
Moreover, no benefits for their loyal customers.
Review by Nairuz3 years ago
i contacted myus asking for help, i cant log into my account, it says access denied, Tyler M tried to help me,i cleared my browser cache but still nothing and promised to get back with more info .
i have tried different browsers but still no access, even on my mobile phone.
hope il find help soon
Our reviews are aggregated from multiple sources to give you the best overview about myus.com.
For over 18 years, global consumers have trusted MyUS.com to provide a simple, reliable way to shop US online retailers and ship purchases worldwide. We deliver a streamlined and cost-effective shipping process, complete online account management experience, and world-class customer service to 300,000+ members in 220 countries.