MyUSReviews 5,288

Despite the fact that you cannot talk to a human over the phone and only use the chat (after 30 min or more wait). I was charged 39.9$ for a shipping of a 50$ item. MyUS mislead their customers in the shipping rate calculator by not specifying that Tabaco products cannot be shipped with some carriers which force MyUS to use a very expensive carrier. That's how a 17.99 shipping becomes a 40$. More than that, MyUS did not notify me or gave me the option to choose what to do. Why on earth would someone pay 40$ shipping for a 50$ item?!

Last week made ship request. For car matal part weight 150 lbs and fragile monitor. It was supposed to be shipped in 2 separate boxes. As they arrive and by nature of product. But one of **** worker insert monitor inside of box with metal part. I got metal parts broken to 3 pcs and monitor sure was crushed as it was in blender and expected to arrive.
I ask customer service to claim fedex for damage... they said I have to do that myself... WTF? Local fedex office said that only sender can claim and they just confrim damage.

This sorry excuse for a company decided to hold a package "for review" for over a month without any explanation or clarification, then suddenly indicated that they will dispose of the package within 3 days if I don't handle a refund with the vendor.

Positively disgusting behavior. It is as if they provide you with free service and you need to be thankful for what you're getting — disgusting.

Want to call support? Win the lottery first, 4 times in a row, and maybe you'll get to talk to someone. Find better alternatives. You can tell how overloaded the people that work for this company are.

Tldr; Stay away from MyUS

In addition to adding spurious extra charges, these guys have shocking customer service. When I bought $60 items to avoid import taxes, they marked them as $150 which translates to $70 with Fedex.

They have a customer service phone number which just tells you that they don't do customer service by phone. They have an online form which I filled in, but never got an answer to. They also have chat.

I waited over an hour to get someone on chat. When I finally did, they gave me canned answers. It was plain that they didn't care about helping their customers at all. In the end, they took $20 to "update" Fedex in order to fix the problem.

Except that it didn't fix the problem. Fedex still charged me $70. So I paid $37 in shipping which should have been $20, plus $70 to Fedex, plus $20 just to screw me over some more. Total $127 for a $60 item. I could have shipped it with Amazon for about $30 but thought they'd be cheaper.

Sometimes they are cheaper. But when something isn't 100% smooth, you end up paying a lot and the customer support is insulting.

Dear MyUS staff
I have always been pleased with the high quality services I receive from your company.
I also would like to compliment one of your employees, (Dorothea) for the excellent service she provided me last month to sort out my problem Such a commitment to professionality and great customer service is what needed for your loyal customers to be satisfied.

Really really guys you are great and keep it up.

Thanks so much,

Really really guys you are great and keep it up.

Thanks so much,

Your emails will go unanswered, if you try to do live chat you will always be around 50th in line and waiting more than an hour, sometimes I have been 90th in line. You are waiting so long the connection sometimes times out when you are 10th in line etc so you have to start over again. Pray you dont get disconnected when you actually manage to get in touch with someone. I kid you not if you need to get in contact over something simple like them inputting a wrong customs value and just want them to change it you need to devote a morning to getting in contact with them.

I ordered "least expensive shipping". When my package got to my country FedEx called me and demanded another 40$ on top of the 40$ I paid MyUS. The charge was for handling the package through customs (something incredibly easy and takes no time). I asked a FedEx manager why didn't they ask me first whether I want that service or not and he informed me that they consider MyUS their sole customer and only they can decide who handles the package through customs, not me. I told MyUS about it and they claim FedEx are wrong (even though FedEx's answer is inline with any other shipping company) and that FedEx and I have the responsibility on deciding who handles the package. Even though FedEx's customer is MyUs and even though the manager told me that MyUS can decide with no charge who handles, and this could have been avoided by them just marking the package they refuse to acknowledge that and they shift the blame. I have the conversation with FedEx's manager recorded by the way, they didn't care about that. I also asked for extra packing material because I ordered something expensive and fragile and they didn't put packing material at the bottom of the box. I don't mean a little packing material, I mean none. They call that protective packing I guess.

More than a week and my account in HOLD for nothing with slow in response with customer service. Each time i should to wait for more than an hour to able chare with customer services. My case already escalated many times and follow up but no response. Each time they confirm that i will receive an update within 1-2 business days but nothing. There's no email to send my escalation. And I request to resend all my shipment out of my address and then close the account but they answered no, they cannot until the account to be released.

Very poor management of their customer services complain system. And there's no clear procedures and escalation process.

I don't know what else can I do?

In short: they messed up the shipment.
The package could not be found at the pickup location where I checked every day for two weeks, until I saw in the tracking that it was being returned. In the meantime I tried to contact their "support", but never got any response. Once the package was on the way back, according to the tracking, they informed me that it will be returned to them and I can have it shipped back to me again.
After a long while I tried contacting the support again several times until they informed me that the "courier" had destroyed my package, as it was returned.
It was their fault, as they made the choice of having it destroyed, rather than shipped back to them - a simple choice one does when shipping something.
So what was the resolution they offered me? Nothing - not a single cent. They basically told me to go to hell, as they do not want to deal with unsatisfied customers.