Di Z.

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.
Best Regards,
Patricia"

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 *******@myus 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.