Paul N.

Custom fees are a given if you are buying internationally - fine. However my issue is their delivery process uses this scammer company called 'EZclear' who are basically a customs 'agent' or other words a bunch of chancers who exploit and hijack parcels until you cough up their ridiculous 'admin' and custom fees. Usually this is done through the delivery company (DHL / UPS / Canada Post etc.) - so why is this so different?
To cut a story short - Debenhams provided the incorrect item amount to customs and was subsequently overcharged on the custom fees (almost double) the item price. When following up to all concerned no one wanted to take responsibility and sort it so I went back to Debenhams and their customer services couldn't care less - their responses are generic, don't bother reading your emails properly/following up - give you some rubbish responses like 'due to security risk we can't forward invoices to other emails'. They knocked up a revised invoice in about 2 mins which was still wrong and asked me to sort it myself by going to the local customs office which isn't possible as it's in the middle of nowhere and no guarantee it would even work. I don't know how many times I explained what the issue was and got a generic copy paste response that 'custom fees are responsibility of customer etc.' and was blatantly clear they hadn't read the emails at all. Why should I have to keep following up if I'm the customer?!
M&S are able to charge $5 (duty delivered paid) international delivery that includes custom fees! Debenhams is almost 3x that excludes customs!
Won't be ordering again until this drastically improves - disgraceful 'service'.