Karen of the D.
As a long-time customer of FillerHouse…
As a long-time customer of FillerHouse and a long-standing member of the Natural Kaos community, I was extremely surprised to receive a bill in the mail from FedEx for over $100 in customs charges. Upon reviewing the invoice more closely, it also indicated that I allegedly owed an additional $300 for an order I supposedly placed. The problem? I did not place this order. The invoice listed three products that I have never ordered in my life. Additionally, the purchase was made within the past few weeks — and I have not placed an order with this company in over three months. Anyone familiar with my purchasing history would immediately see inconsistencies. I never place small orders of three items. My orders are typically 10–15 items or more, and I always ensure I meet the threshold for free shipping, which usually puts my total well over $300. None of that aligns with this invoice. Instead of reacting emotionally, I calmly contacted FillerHouse to explain the situation and ask for assistance. Their response was deeply disappointing. They stated that when shipping products internationally, they declare them as skincare cosmetics so they can pass through customs. They explained that customs authorities issue tax invoices, and that normally those invoices are sent directly to them and they cover the charges on behalf of customers. However, due to what they described as a recently implemented system that is “not yet working perfectly,” they claimed that in rare cases customs charges are sent directly to customers instead. In those cases, they offer reimbursement only in the form of store credit — not a refund — once the customer pays the bill and provides proof. In my case, however, the larger issue was ignored: this was not my order. As I reviewed the documentation more carefully, I noticed the email address associated with the purchase was not even mine. That raises serious concerns about fraudulent use of my name and address. Rather than acknowledging that possibility or investigating further, the company’s position was essentially that the order was mine and that the customs charges were my responsibility. After years of doing business with them, that response was incredibly disheartening. I have always paid for my legitimate orders without issue. I would never attempt to avoid paying for something I knowingly purchased. To have a fraudulent or unauthorized order attributed to me without proper review feels dismissive and unfair. I understand that international shipping regulations and customs processes can change, especially with new tariffs and tax systems being introduced globally. However, customers should not be left responsible for charges tied to orders they did not place — particularly when there are clear inconsistencies in the order details. This experience has been extremely disappointing. I have enjoyed purchasing from them in the past, but trust is everything in online transactions — especially international ones. I hope they take situations like this more seriously in the future and conduct proper investigations before placing financial responsibility on long-standing customers. Buyers should carefully review their documentation and monitor any invoices they receive.